####SHERI ELGIN
4708 73rd Street S.W. * Mukilteo, WA 98275 * (425) 638-9144 * sheri.elgin@gmail.com

####TECHNICAL SKILLS

*OS:* Windows XP/7/8.1/10, Linux (Debian/RHEL), Windows Server 2003/2008R (Active Directory, Exchange, File/Print Services), IBM iSeries, XenServer
*Hardware:* Desktops (HP), laptops (Lenovo), printers (HP/Ricoh/Dymo), Scanners (Symbol/Motorola, Panini), mobile devices (iOS, BlackBerry, Android, Windows Mobile), tablets (iPad, Lenovo, Surface), desktop phone systems (Avaya), audio visual equipment (Cisco/Tandberg, Epson, InFocus), peripheral devices, servers (HP ProLiant)
*Networking/Protocols:* TCP/IP, UDP, ARP, DNS, DHCP, WINS, FTP, SSH, POP3/IMAP, AD, LDAP, Routers, Switches (HP), cabling (Cat 3, Cat5e, Fiber Optic)
*Software:* Microsoft Office Suite: Enterprise 2007-2013, Outlook, IE, Lync, Skype, SharePoint, Microsoft Management Console (MMC); VMWare Workstation; Adobe: Reader, Acrobat, Flash, Photoshop; IT Ticket Management: Remedy, FootPrints; Web Content Management: CommonSpot, Bricolage, Drupal, HTML/CSS; Citrix (client/management console), ICA/Receiver, GoToMeeting/Webinar; JDE OneWorld; BlackBerry Administration Service (BAS); RSA Authentication Manager; TrendMicro Control Manager; Google: Chrome, Docs, Drive, Earth; Additional software managed/supported: AutoCAD LT; Solid Works; Minitab; IBM SPSS; ESHA Genesis; SSI Agvance; Adobe PageMaker/InDesign, Illustrator, Captivate; Crystal Reports ; Lawson HCM

####RELEVANT EXPERIENCE

*J.R. SIMPLOT COMPANY, BOISE ID 11/08 - 6/14*
*Computer Support Analyst*
Promoted to Computer Support Analyst in 2011. Provide desk side support to 200+ users spanning 4 diverse business units spread across eight sites in Caldwell, Idaho. Image (PXE/WIM), deploy, manage, upgrade and troubleshoot desktop, laptop, telecomm, print and mobile/cellular devices. Perform hardware upgrades, replacements, and installations (hard drives, video cards, power supplies, network/cellular cards, LCD screens, keyboards, memory). Diagnose and resolve software and connectivity issues on laptop, desktop and mobile platforms. Use Credant tools to manage encryption/decryption of hard drives. Use TrendMicro management console to track client status, and identify and resolve issues. Assist users with data recovery/restoration requests from local and networked data storage. Provide desk side assistance for virtualized desktops and published virtualized applications (Citrix) via thin clients. Install desk phones and work with telecomm to configure features and voicemail. Procure, install and configure networked printers, desktop printers and plotters. Add/remove, configure and publish printers and drivers on print servers. Install and configure Mobile Iron and Citrix Receiver on iOS devices. Provide end user support for audio and media display in nine conference rooms and auditorium.
Active Directory administration including adding/moving/removing computer and user accounts from/between Domain/OU. Create/maintain/remove AD groups to fulfill permissions/distribution list requests. Provide basic server administration (Windows Server 2003/2008R2) for four file/print servers. Maintain, update/patch local file and print servers. Troubleshoot and resolve or escalate LAN/WAN network issues.
Support IT requirements for employee onboarding and off boarding including equipment and software procurement, computer imaging and configuration, account creations and training. Communicate and enforce IT policies.
Asset management including equipment procurement and decommissioning, inventory tracking and license management. Manage equipment leases and software license and support contracts requirements. Work with users and vendors to install, configure and troubleshoot various computer controlled (USB/Serial) devices including lab equipment, scales, palletizers, temperature monitoring systems and thermostats. Provide documentation, desk side training and support for hardware/software systems. Provide training sessions for users when new systems or significant OS/software changes were implemented. Perform SharePoint administration tasks for local sites including user accounts and access controls, generation of new sites, user training, and troubleshooting. Identify issues, analyze and collaborate on required system changes. Act as a liaison between business units, IT departments and vendors to develop and implement new business applications or enhance existing applications. Support project management and communication throughout process improvement and capital projects.
*  Provided extended IT support throughout the progression of a large scale/multi-phased construction project
*  Planned and implemented migration from Windows XP to Windows 7 for over 200 client computers
*  Planned and coordinated migration of local file/print servers to primary data center
*  Advocated for and obtained application analyst support for Caldwell Technical Center site
*  Provided consulting, procurement, vendor collaboration and application analyst support for onboarding of new Sensory Department offices including testing lab facilities

*IT Service Desk Technician II*
Generate, prioritize and escalate IT tickets as needed in FootPrints ticket system. Troubleshoot hardware, software, account/access, printing, network and cellular issues via email, phone and remote assistance tools. Follow up on open tickets and escalations as required to ensure timely resolution and customer satisfaction. Ship, receive and track assets as needed. Create/delete application accounts. Enable/disable/modify domain accounts. Troubleshoot/manage Outlook issues (access rights, public folders, PST/n2k files, distribution groups) and perform Exchange tasks (create/remove/enable/disable mailboxes, add/edit alias, manage access rights). Create Lync accounts. Manage BlackBerry devices and software requests via BAS. Resolve network connectivity issues (wired and wireless; home office and enterprise). Manage remote access requirements for VPN and RSA accounts. Manage documentation libraries, department intranet/SharePoint site content.
*  Responsible for ticket queue management/issue escalation in absence of team lead
*  Team SME for CommonSpot CMS, SharePoint, Exchange, Remote Access (VPN/RSA)
*  Revised and updated department intranet and documentation repository
*  Assisted with OS update project for Motorola (DCS) handheld scanners including changes to image process, creation of documentation and user training

*UNIVERSITY OF WASHINGTON, BOTHELL WA 6/07 - 9/08*
*Web Services Assistant*
Provided support for the training and use of Bricolage, a customized, open source content management system. Maintained user roles, accounts and documentation within CMS. Performed troubleshooting and resolved basic website issues.
*  Conducted research project for Windows/.NET replacement for CMS

*Help Desk Technician*
Provided technical assistance to faculty, staff and students for laptop, desktop, audio/visual, printer needs. Provide user support for Blackboard CMS. Assisted with hardware upgrades, equipment deployment and inventory control. Created online documentation for faculty, staff and students.

*CALIFORNIA STATE UNIVERSITY EAST BAY, CONCORD CA 6/04 - 7/05*
*Computer Laboratory Assistant*
Assisted students, faculty and staff with application, print and technical issues during class time and in computer labs. Delivered, installed and tested computer and AV equipment for classes.

####EDUCATION

Certificate of Completion, UNIX/LINUX Fundamentals, Edmonds Community College 2015
Bachelor of Science, Computing and Software Systems, University of Washington, Bothell 2008