1. Aishia Denton
5055 Neuse Common Ln. Raleigh,NC 27616 ~ Contact: (404) 319 - 9866 ~ Email: aishialdenton@gmail.com
OBJECTIVE
Results driven, Energetic and Multi-Talented Information Technology Professional seeking a full time position that
will allow the opportunity to utilize my experience and skills to increase profit and growth with a prosperous
company
KEY ACCOMPLISHMENTS
Designed and implemented a new knowledge base system which educated end users on resolving basic
troubleshooting issues.
Improved corrective actions through resolution and follow up
Identified software bugs and enhancement requests
Ensured precise handling of service requests
Contributed to overall network team in rolling out Lync 2013
Contributed to overall user profile/laptop migration after completion of company merge
WORK EXPERIENCE
Helpdesk Support Specialist Morrisville, NC
Novella Clinical ~ March 2014 -Current
 Provide customer support through email, chat, phone and ticketing system. Support includes
troubleshooting both software/hardware educating users on how to configure printers, remote phones,
Active Sync for mobile devices (Iphone/Android) computer issues and any other technical issues
preventing user from working productively.
 Collaborated with both Engineering/Networking during company merge to ensure user profile
accounts/laptops were migrated thoroughly and properly.
 Assist remote users with technical issues which mainly include connecting to VPN, troubleshooting VOIP
Siemens desktop phones, laptop connectivity printer configuration and troubleshooting issues with Virtual
Desktop connections.
 Record, track, route and follows-up on customer trouble tickets including decisions made and solutions
implemented through final resolution
 Establish and maintain rapport with management, end users, and clients.
 Developed/Provided Self Help Guides and Knowledge Base documentation with step by step instructions
on problem resolving techniques.
 Active Directory knowledge; assisting with onboarding for new hires, which includes but not limited to
creating new hire accounts, enabled/disabling accounts, resetting password/unlocking accountings, and
creating Security Groups.
 Processed tickets using both Track It and Service Now.
 Processed terminated employees which includes deactivation of AD accounts, disabling all building access,
email forwarding to line manager, creating Fedex labels for remote users to return all company equipment,
removing hardware from internal users,wipinghard driveand re-imagingmachine to be re-used.

2.  Builds rapportand elicitsproblem details fromhelp desk members and users to create knowledge base of
known issues and resolutions.
 Traveled to various offices to assistusers with technical issues and setup new hirestations.
 Manage non-enterprise-level IT Support projects
 Effectively communicate the ideas,expectations,and goals whileworkingwith and through others to achieve
desired result.
 Responsiblefor sendingout notification emailsand alerts to notify both users and employees of network
outages or any updates or changes that could potential causeinterruption in the workflow.
 Coordinated with Lenovo and Dell technicians to replacein warranty equipment when required.
Tier II Help Desk Support Morrisville, NC (RTP)
Credit Suisse ~ July 2012 – March 2014
 Provided global technical support to customers which includes troubleshooting Microsoft
Window Server 2003/2008, Microsoft Active Directory, remote access, Citrix, Internet Explorer, VPN
connection, Microsoft Sharepoint, Microsoft Lync, RSA Tokens and mobile issues.
 Assisted clients with resetting passwords and unlocking accounts using both Active Directory and
Empower ID.
 Provided OTA passwords and assist with installing applications for Blackberry, Android
and IPhone users.
 Assisted clients with software/application issues such as Microsoft Office, Bloomberg, Internet Explorer,
TCMS client and a variety of internal applications.
Created and maintain thoroughly records of all incidents completed, pending, or client action required using
Remedy ITSM7 and Service Now.
Engaged next level of support when needed to assist with troubleshooting issues and resolutions.
 Assisted with remote access issues which includes but not limited to connecting remotely from home, hotel
or to virtual machines. (Broadband, 3G/GPRS, RSA, Secure ID, VPN, PPTP)
 Assist clients with RSA Secure ID tokens which included resetting pin to next token code, setting pin to lost
status and enabling new tokens
 Assist with setting up new hire accounts which included password resets, smartcard and RSA token
configuration.
Engineer- CustomerSupport - TierII Morrisville,NC(RTP)
Cisco ~April 2011 – July 2012
 Delivered high quality technical support and customer service to Cisco’s worldwide customers and
partners.
 Provided guidance and support to newly hired employees when needed.
 Demonstrated Problem Solving skills when issues aroused, identified the issue and worked independently
or with team members to determine the root cause and worked quickly and efficient to resolve the issue.
 Worked independently with minimal or no supervision on routine work and assisted others when
needed.
 Collaborated with other teams to resolve ongoing issues or to welcome guidance and suggestions to
solutions.

3.  Provided support with troubleshooting issues which include login issues, configuration issues, BOM issues,
email, and telephone issues.
 Registered cases that were created through online chat, incoming calls and emails.
 Educated partners and internal employees on Cisco products which included but not limited to Unified
Computing Systems (UCS) and Telepresence.
 Collaborated with other support teams relative to the status of active cases and flow of relevant details and
troubleshooting information.
 Established new accounts for new employees, which includes setting up username and passwords,
configuring telephone system and voicemail.
EDUCATION
MOS Certified 2013
7003 Avaya Communication Server 1000 for Avaya Aura® Implementation Certified
Georgia Perimeter College Clarkston, Georgia Aug. 2009 - Jan 2011
Osborn High School Detroit Michigan Diploma Received June 1999
REFERENCES
Available Upon Request