Aisha Sturkey

Aisha Mali Sturkey 1121 Miller Rd, #3022 Kalamazoo, MI 49007 Message-, Cellular-,-HELP DESK/SERVICE DESK WORK EXPERIENCE Robert Half (PNC Bank & Old Castle Building Envelope Projects) Migration Technician, Kalamazoo, MI 10/2019 – 12/2019 • Migrated, upgraded existing Windows 7 machines and replaced laptops and desktops with newly imaged Windows 10 systems for Old Castle Building Envelope. • Installed software and ensured each client profile and Outlook mailbox worked properly and included all pst files. • Performed as the onsite lead technician by ensuring the update and maintenance of user, group, and computer accounts for the Old Castle enterprise network via Active Directory. • Setup, tested, verified and replaced defective dual monitors, as needed. Getronics (Kellogg's Contract) Field Technical Support Specialist, Kalamazoo, MI 9/2019 - 12/2019 • Completed staging and integration services of IT hardware as needed. Troubleshot and repaired failed IT hardware in office settings • Traveled to out-of-state and local Kellogg campuses to perform Windows 10 migrations. Picked up shipped good service parts and drop off defective service parts on a timely basis • Maintained spare and parts inventory for multiple customer environment record accurate usage of service parts as dictated by the service management system • Submitted Service Now tickets assigned to the service zone (includes providing in route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail). Sunrise Systems/DXC Technology Field Technical Support Specialist, Kalamazoo, MI 10/2018 - 6/2019 • Performed basic troubleshooting, installation, maintenance and repair on designated equipment. • Completed preventative maintenance and field modifications: kept up-to-date administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner. • Maintained daily communications with customers to ensure resolution and proper follow-up. Also maintained tools and test equipment and ensured they were properly calibrated. • Utilized Active Directory, SCCM tools to perform migrations and re-images. Also utilized the escalation process to resolve customer service delivery issues. Peckham, Inc. (U.S. Department of Agriculture & Department of State Contract) Technical Service Representative IIV, Grand Rapids, MI 02/2015 – 06/2018 • Utilized remote desktop tools to remediate hardware and software issues, recovery of application access consisting of: E-Authentication accounts for customers and employees-- account recovery, printer setup and troubleshot software such as: Office 365 Suite, Oracle and SQL database and various hybrid government application repairs, as needed. • Collaborated findings of Identity Credential Access Management to assist the Identity Access Management (IDAM) team with transitioning USDA LincPass PIV accounts. • Resolved problems by clarifying concerns; research and explore answers and alternative solutions; implement solutions; escalate unresolved questions, as needed. • Cross-trained a team of 20 Forest Service & USDA agents comprising of Level L0 – L2.5 agents on a 24x7 operations. Supported clients with general assistance for the National Passport Agency. 1|Page Pfizer Animal Health (CompuCom /Insight Global Project) Desktop Deployment Specialist, Kalamazoo, MI 04/2014 – 02/2015 • Migrated client software and user profiles from Windows XP to Windows 7; Directed printer upgrade project Datacenter Hardware Support: Server mounting, setup and troubleshot SCCM client installations. • Supported the Active Directory team on the Smart Hands project; ensuring Pfizer applications seamlessly work on customer accounts in the Zoetis environment. Assisted users onsite and remotely via System Center Configuration Manager via Service Center and Service Now ticketing systems. Assisted 800+ technicians at the Sales Force conference in Dallas, TX, updating iPhone, iPads • Performed Quality Assurance checks on network builds; Serviced locally in the field at various locations. • Managed project and timelines for new hire accounts to ensure onboarding; network id, email creation, image of standalone and network builds on customer laptop and desktop, Cisco IP Phone, iPhone setup (Exchange Server), and peripherals were obtained in a timely manner. Deskside resolution for SharePoint, Avaya and Cisco AnyConnect VPN, network backup, Active Directory, printer issues, memory installs, and other hardware diagnostic and repairs. • • • • • • • • Computer Angelz Networking Technologies, LLC 04/2005 – 01/2014 PC Technician Part Time Contractor, Kalamazoo, MI Insight Global (Bank of America PC Refresh) Project: Eradicated data for Hewlett Packard and Lexmark Teller Printers by connecting to print server. Performed standard wipes for the hard drives of each computer on location and packaged as needed. Refreshed HP ProLiant DL360 G6 server. Revised inventory documentation to reflect device verification and updates for servers, uninterruptible power supplies, scanners, copiers, etc. Managed key accounts and prepared contract negotiations per project, as needed. Source Support Services Project: Upgraded firmware and replaced belly pan of Rubbermaid RX Medical Carts in Mt Clemens General and Pontiac Osteopathic Hospitals. Provided the serial numbers of each cart, updated serial list after restore. Maria Madeline Project: Instructed Seniors in basic computer training via Wayne Community College District satellite locations of Microsoft Office suite, blogging, email, uploading photos, and web updates. Silicon Alley Recyclers Project: Assisted main service techs in all hardware peripheral repairs. Data eliminations of Department of Defense and HIPA (Health Insurance Portability and Accountability Specifications) with critical data on the hard drives of donated computers. Otter Base @Bronson Hospital 01/2014 – 02/2014 Deployment Specialist (Contract), Grand Rapids, MI 11/2012 – 12/2012 Imaged, setup, and deployed Windows 7 Workstations and VMware clients for hospital and office personnel. Reset passwords and software repairs for PeopleSoft, Citrix, Epic and Active Directory network logins. Utilized LANDesk to remote into customer’s computers with SCCM 2007 tool to repair software problems. Provided inventory management. Help Desk success rate: 160 Calls during the month of November. 2|Page • • • • • • • • • • • • Collabera @Hewlett Packard (HP), 03/2011 - 08/2011 Technical Solutions Representative IV (Contract), Pontiac, MI Diagnosed system administration issues such as installation of software, managing operating systems, root cause analysis, system boot procedures, and backup & restore procedures. Resolved system/application administration and emergency user id recovery. Served as initial point of contact for troubleshooting all IT related problems. Provided support for Blackberry Enterprise Server (BES), Lotus Notes, Microsoft Office, Team Center 8, Verizon Enterprise Connect and other configuration repairs. Dispatched services for label reprints, Dell, and Ricoh Ikon printers, as needed remotely with Service Center ticket management. Akebono Engineering Center 10/2010 - 01/2011 PC-Coop Help Desk, Farmington Hills, MI Completed hardware connections to the local area and CISCO vpn connections to include setup and relocation of work stations, ensuring access to the server when off campus. Installed Avaya office phones, assigned phone numbers and setup name on server for LANs Increased system performance by executing monthly maintenance including: memory installation, virtual memory updates, hard disk defragment, inventory and inventory updates. Configured and implemented Blackberry devices for users on enterprise server. Verigent (Al-catel Lucent/ AT&T Project) 11/2007 - 12/2007 Drive Testing Radio Frequency Data Collector (Temp), Mooresville, NC Performed cluster, sector, and stationary drive testing utilizing specific demographic profiles via Agilent and LDAT Lightweight Directory Access Protocol analysis software, which enabled device discovery. Analyzed the signaling flow and derived the customer perceived indicators in the wireless environment for voice, data, and video. Worked along with general contractors and engineers to provide final site testing. Optimization of network traffic (drive routes and testing) ensuring system quality in (2G) GSM-Global System for Mobile Communications, (2.5G) HSDPA-High-Speed Downlink Packet Access, and (3G) UMTS-Universal Mobile Telecommunications System sites. EDS@GM Technical Center (Internship), 01/2005 - 04/ 2005 Network Monitor, Warren, MI • Supplied first level help desk support for global network infrastructure and Wintel-based servers in a high-availability data center environment for 10000 customers world-wide. • Independently solved problems by utilizing root cause analysis. • Participated in information systems management processes. • Operated as liaison between General Motors and Hewlett Packard. EDUCATION Completion Status: 50 Credits Acquired 08/2009 - 6/2012 Major: Computer Support Engineering Institution: Oakland Community College, Auburn Hills, MI FOCUS: HOPE INFORMATION TECHNOLOGY CENTER CERTIFICATES AND LICENSES Information Technology Basic Skills Training, Detroit, MI 11/2002 -8/2005 Network Administration Certificate of Completion, 3.5 G.P.A • CISCO LAN/WAN Technologies Certificate, Detroit, MI • A+ Hardware/Software Certificate, Detroit, MI • Microsoft Office Specialist Certificate, Detroit, MI • Customer Service, MOUS, Detroit, MI • Panduit Cabling Certificate, Detroit, MI 3|Page TECHNICAL SKILLS AND ABILITIES Project Management, Onboarding, Cell Site Testing, Imaging, Avaya & Cisco Phone Management, Cabling, Networking, Clerical and Data Entry, Database Management, & Analytical Skills Training: Cisco Routers 801, 1700, 2600, 2501, 2514 Cisco Catalyst Switches 1900, 2950, 3500 Protocols: TCP/IP protocol suite, Active Directory 2008, Microsoft Windows 98/2000/XP/7/8 Microsoft Office Suite 2010/2013 (Word, Excel, PowerPoint, Project, Access) REFERENCES UPON REQUEST 4|Page