1. Kesha Orr 512.917.0695
KeshaOrrATX@Gmail.com
Passionate IT professional whose purpose is to bring good customer service along with experienced
technical skills.
EXPERIENCE SKILLS
4/2016
Home Depot
SystemsEngineer-Contractor(Kforce)
Engineer for the ClientSystems groupsupportingthe employees at the Home Depot
by restoringclientservice.
 Perform installation, maintenance and support of system software and user
support on small to large-sized projects.
 Perform configuration, debugging and support for multiple infrastructure
platforms on small to large-sized projects.
 Perform installation, maintenance and support of hardware and infrastructure
on small to large-sized projects.
 Monitor and tune platforms to ensure expected availability and performance
levels are achieved.
 Perform root cause analysis for service interruption recovery; create
preventative measures and present to management.
 Assist in store & SSC engineering and roll-out implementation.
 Prepare team metrics and reports for system client health.
2013 - 2014
 DELL, HP,
LENOVO
DESKTOPS &
LAPTOPS
 DELL
POWEREDGE
SERVERS
 HP AND XEROX
PRINTERS /
COPIERS; CANON
PRINTERS
 MICROSOFT
OFFICE SUITE,
VISIO, PROJECT
 WINDOWS (9X,
NT, 2K, XP, 2003
PRO DESKTOP
AND SERVER, 7,
8)
 MAC OS/2
 CITRIX
METAFRAME
 XENAPP CLIENT
 HYENA SYSTEM
TOOLS
 VERITAS BACKUP
EXEC, ARCSERVE
 ACTIVE
DIRECTORY
 GROUPWISE 5.X
 NOVEL 4.X / 5.X
 DAMEWARE
 ADOBE PRODUCT
FAMILY
 ADP
 ACT, FOXPRO,
SALESFORCE
NTT DataCorporation(Under Contract toTxDOT)
IT/Helpdesk Consultant
Supported 12,000 members of the TxDOT staff across 25 geographical districts in
Texastoidentify andresolve server andnetwork supportissues, includingmaintaining
existing and implementing new networks.
 Assisted in the developmentandimplementation of policies and procedures for
the Service Desk
 Managed a Lifecycle Management Plan to refresh user devices, including user
account creation, user rights and policy adherence, and email groups
 Monitored Key Performance Indicators, including: Average Handle Time, Call
Throughput, and First Time Resolution
 Worked with TxDOT Engineering Team to develop cross-platform processes to
support statewide users
 Utilized several service management applications, including ServiceNow
Ticketing System and BMC Remedy Ticketing System
 Maintained disparate tools, including: Citrix, LANDesk, QuestOne, Novell
iManager, Cisco Unity, and Polycom RealPresence
 Helped deliver real value to TxDOT focused onvalue, quality, and costreduction
2012
KIPP AustinPublic Schools

2. Kesha Orr 512.917.0695
KeshaOrrATX@Gmail.com
TechnicalSupportSpecialist
Managed systemwide IT infrastructure for school systemof 9 campusesand3900+
students.
 Responsible for hardware installation, repairs, and hot-swaps of systems,
including Desktops, Laptops, Tablets, and BYODs
 Maintained Windows environment across multiple OEMs, including DELL, HP,
and Lenovo
 Examined, maintained, upgraded and supported network server equipment
 Createdpolicies anddocumentationforsupportofhardwareandsoftwareissues
 Tracked user reported issues and documented resolutions through ZenDesk
Ticketing System
2010 – 2011 ATTRIBUTES
HomeAway  ADAPTABLE
 ORGANIZED
 SELF-STARTER
 MOTIVATED
 ABLE TO MANAGE
IN HIGH STRESS
ENVIRONMENTS
Desktop SupportSpecialist
Selected to help transition post-acquisition users from BedandBreakfast.com to
HomeAway domain and Win 7x64 system builds.
 Primary support for hardware and telecom user issues
 Worked closely with HomeAway Network Architects to complete roll-out and
relocation of acquired users with greater than zero lost work hours
 Managed trouble ticket resolution across two (2) legacy and one (1) new
platformfor 8021xVLAN AuthenticationandADSecurity GroupforWindowsand
Mac users (ZenDesk, Remedy, and JIRA)
 Restored acquired entity’s core telephony and Call Center (Nortel BCM400)
2007-2010
BedandBreakfast.com
SystemsAdministrator
Taskedwith 1st Responder maintenance of server for world’sleadingonline directory
for Bed and Breakfasts.
 Managed server updates/maintenance and Active Directory Management
 Responsible for corporate-wide Hardware/Software inventory & procurement
 Configured phone system, including Nortel BCM and Call Manager voice mail
 Deployed andtrained users on Life-Size and PolycomAudio-Video conferencing
products
2000 – 2007
Mental Health Network
PCTechnician/Service Desk Analyst
Responsible for installation, support and lifecycle management for hardware and
software across a Windows network.
 Created, tracked and resolved user hardware, network and software issues
 Created andmanageduser, printer, andemail accountsin NovellandGroupwise
 Created andmanageduser accounts:Active Directory, Exchange 2000 andCitrix
 Developed support protocols for Tadiran PBX

3. Kesha Orr 512.917.0695
KeshaOrrATX@Gmail.com
 Tracked, managed and reported on company-wide hardware and software
inventory
 Managed storage and back-up protocols utilizing Veritas Backup Exec and
ArcServe
EDUCATION
TexasTechUniversity: Lubbock, TX – BS, Multidisciplinary Studies [December 1997]
Focused on Advanced Mathematics; Texas Teaching Certification
Austin Community College: Austin, TX – MCSA & MCSE Classes [December 2006]