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Debbie Griswold - LEAD DESKTOP SUPPORT ENGINEER/NETWORK ENGINEER

[email protected]

Location: Waxhaw, North Carolina, USA

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Debbie Griswold LEAD DESKTOP SUPPORT ENGINEER/NETWORK ENGINEER [email protected] Waxhaw, NC 28173 URL: www.Griswold.com LEAD DESKTOP SUPPORT ENGINEER/NETWORK ENGINEER CompTIA A+, Server+, A+ Mac OS, Microsoft MCP Certified Hardware Repair Technician: HP ASP, Dell, IBM/Lenovo, Toshiba TAT SUMMARY A highly motivated and seasoned technology professional with a proven track record, Debbie excels in performing hands-on troubleshooting and parts replacement for laptops, desktops and servers. She has a wonderful ability to work with people and to provide them with an excellent customer service experience. Debbie is well-liked by her coworkers and Microsoft engineers and can work with little to no supervision. She can lead as well as follow and makes a valuable contribution to any team. An encourager by nature, she is friendly, upbeat, and gets customer service. Debbie s style of leadership encourages others to follow her example of attitude and ambition. She brings finesse and diplomacy to bear in sensitive situations. She has served in various capacities as Site Technical Lead and Network Engineer. WORK EXPERIENCE Lead and 2nd tier Support Engineer Microsoft Corporation (Unisys) 2010-2015 Provided desktop support, including manufacturer-certified parts replacement on Hewlett Packard, Dell, IBM/Lenovo, Toshiba,Asus, Samsung laptops, workstations and servers. Provided support for Windows 2000/XP/Vista/7/10 and Windows Server 2003/2008/2012. Configured & troubleshot BitLocker issues. Set up Windows based servers, user accounts, access rights, and shared folders. Performs tasks in Active Directory Users and Computers. Created & distributed Windows images using GHOST, RIS, WDS, and PXE. Provided remote support for other branches as well as for off-site engineers. Provides 2nd tier escalation support Provided one-on-one training and support for other engineers. Provides ongoing support for field engineers. Troubleshot DHCP, DNS, firewall, 802.11 (wireless) and other network issues. Created technical documentation for other engineers to use. Maintained call volume reporting. Lead Support Engineer/Network Engineer Microsoft Corporation (Siemens IT Solutions and Services, Inc) 1997 2010 Provided desktop support, including manufacturer-certified parts replacement on Hewlett Packard, Dell, IBM/Lenovo, and Toshiba workstations and server. Provided support for Windows 2000/XP/Vista/7 and Windows Server 2003/2008. Configured & troubleshot BitLocker issues. Set up Windows based servers, user accounts, access rights, and shared folders. Created & distributed Windows images using GHOST, RIS, and WDS. Provided remote support for other branches as well as for off-site engineers. Installed server hardware and network management software, set up networks, configured Cisco routers at various branches around the United States. Provided one-on-one training and support for other engineers. Troubleshot DHCP, DNS, firewall, 802.11 (wireless) and other network issues. Created technical documentation for other engineers to use. Assisted in NetWare to Windows NT migrations (both servers and workstations). Maintained call volume reporting. Desktop Support Engineer/Help Desk Manager Prizm Technologies, Inc. Charlotte, North Carolina 1995 - 1997 Provided complete desktop support of WFW, 95, and NT clients. Performed TCP/IP troubleshooting and 3270 connectivity. Set up and managed a Help Desk (4 phone/9 field technicians). Performed statistical analysis of call volume and customer needs. Interviewed, hired, and trained technicians. Customer Support Engineer, District Manager Kindercare Corporation Charlotte, North Carolina 1991 - 1995 Installed and configured Macintosh computers. Trained managers, teachers and students on software and hardware. Provided corporate network technical support. Provided technical support for other engineers. Maintained financial tracking and business management of 72 locations. Traveled and setup computer training, and management training seminars. PC Support - volunteer JAARS, Inc. Waxhaw, North Carolina 1991 - 1995 Provided support and troubleshooting in an IBM/Mac environment (MS Office). Provided advanced classroom training for DOS, Macintosh, and Windows users. Repaired IBM compatibles and peripherals as well as Macintosh computers. Provided help desk support. Retail Store Manager Builders Carpet and Interior Design Waxhaw, North Carolina 1989 - 1991 Managed retail store. Scheduled designer and installer appointments. Drafted kitchen cabinet design. Did bookkeeping for retail store and service technicians. Did payroll and tax reporting. Maintained inventory records. Managed design projects. EDUCATION Lafayette High School Business management major Otterbein College Business Management Long Beach City College Business Management Ohio State Accounting State Teachers College Accounting major Central Piedmont College Business Management CERTIFICATIONS Computing Technology Industry Association A+ Core Service Technician Server+ A+ Mac OS based Computers Specialty Compaq Hewlett Packard ASP certified Dell Certified Technician Desktops, Workstations, Notebooks, Servers IBM/Lenovo Desktop Systems Mobile Systems Microsoft MCP Windows 95, 98 Windows 2000 Windows NT Workstation 4.0 Microsoft Virtual Academy Windows 10 Windows 8.1 for IT Professionals Surface Pro 3 Deployment Toshiba Toshiba Authorized Service Technician (TAT) AREAS OF EXPERIENCE Technical Windows 95 through Windows 10 Windows Server NT4/2000/2003/2008/2012 Apple Macintosh System 7.0 through 8.5 Networking Hardware troubleshooting, repair, upgrades Office product support 2013/2016 Personal Excellent customer service skills Helpful attitude, willingness to work hard Team player Willing and able to teach, willing and able to learn Work well without close supervision Accept and handle responsibility and exercise good judgment Honest Organized, good attention to detail REFERENCES Available upon request AWARDS Americas Support Engineer of the Quarter FY15 Q4 MS Award 2000 for Outstanding Service Keywords: information technology hewlett packard microsoft North Carolina