1. Tracy L. Davis
3384 Mount Zion Road, Apt 01-204 • Stockbridge, Ga 30281 • 678-677-0810 • tracyd2@comcast.net
Q u a l i f i c a t i o n
• 3+ years’ experience managing computer technicians.
• 5 + years' experience supervisor of Windows helpdesk
• Exceptional abilities in solving challenging, complex computer problems
• Dedicated, hard working individual with the communication skills necessary to work with all
levels of an organization.
• Successful in meeting new technical challenges and finding solutions to exceed the needs and
expectations of the customer.
• Provided customer service via phone, email, and remote desktop support; developed
reputation for handling difficult, unsatisfied customers and turning situations around
• Operating Systems: Windows XP, Vista and Windows 7, Window 8, Windows 8.1, Mac OS X,
Windows 2003 server, Windows 2008 Server, Windows 2012 Server
• Microsoft Certified Solutions Associate for Windows 8
• Microsoft Solutions: Office Suite (2007, 2010, 2013), Project, Exchange 2010, WSUS, SharePoint
2013, Direct Access
• Hardware: PCs, Macintosh, iPhones, Android Phones, Android Devices, iPad devices,
Windows Surface and phone
P R O F E S S I O N A L E X P E R I E N C E
RenewDigital 3/2016 - Present
Level 2 Support Technician
• Builds, configures and troubleshoots computers, related peripheral hardware, software and
network connectivity.
• Assists users via phone and remote desktop applications to install, upgrade and maintain
software and related peripherals.
• Provides advanced level remote help desk support and resolves problem(s) to the end user’s
satisfaction.
• Works with third party hardware and software vendors to resolve customer issues.
• Confers with staff and management to establish and maintain system requirements.
• Produces and maintains quality technical documentation and reports.
• Documents customer communication and interaction for proper record-keeping.
• Utilizes the escalation process to resolve customer service issues.
• Works as a member of the team to provide efficient and cost effective service delivery to
internal and external customers.
• Creates and maintains job-related product and technical documentation.
• Assumes additional responsibilities as requested.
Applied Software 3/2008 - 8/2015
IT Support Manager
• Solved complex problems with workstations and servers
• Maintained training room computer and setup for over 50 devices
• Created Microsoft Access database for class attendees, including printing out certificates
• Maintained Windows 2008 and 2012 servers
• Managed Exchange 2010 servers

2. • Completed implementation of Microsoft Direct Access to replace Cisco VPN
• Maintained and configured virtual server environment with VMWare
• Maintained backups through DPM 2010 and Veeam
• Installed, configured and managed SharePoint 2013 server
• Setup and configured wireless networks
• Created workflows and supervised Microsoft CRM maintenance
• Installed, configured and managed Microsoft CRM 2013 server
• Created documentation for IT Services department procedures
• Established operating system images for Windows and Mac environments
Practice Works
Team Lead, Classic Dental Department 8/2003 - 4/2007
• Escalation point for department
• QA Lead for 2 Dental Proprietary Programs
• Created and implemented Microsoft Access testing database
• 12 direct employees', managed their daily activities
• Performed annual and quarterly reviews employees
• Monitored service levels and call volumes for help desk
divine, Inc 3/2001 - 10/2002
Field Ops Technician
• Lead support for upper management team
• Directed Help Desk department in manager’s absence
• Configured new and upgraded equipment (laptops & desktops)
• Established images for equipment, using Ghost Imaging software
• Installed, configured and troubleshot VPN client to access office’s network
• Migrated over 120 employees’ to Windows 2000 operating system
• Troubleshot hardware and software problems associated with user PC’s
• Verified email tickets and urgent pages throughout the day using Vantive ticketing system
• Installed phones for new hires and moved phones for current employees
S1 Corporation 4/1999 - 3/2001
IT Site Administrator
• Lead Support for upper management team
• Managed day-to-day activities of 5 Client Service Engineers
• Kept stats of ticketing system using Lotus Notes R5 ticketing system
• Installed, configured and troubleshot office's VPN client to access network
• Started as Lead Client Services Engineer, moved into Site Admin in January 2000
• Managed PC standards and updated Ghost images as necessary
• Kept management updated with bi-weekly status reports
• Monitored SLA’s for tickets, new hires, terminations
Turner Entertainment 10/1998 - 4/1999
Lead Help Desk Engineer
• Took inbound calls from internal employees for Windows 98 and Macintosh environment
• Managed day to day activities of the other HDE’s
• Assisted Management with daily reporting

3. National Data Corporation 1995 - 1998
Technical Support Representative, NDC Dental
• Escalation support (level II) for Windows based program
• Supervisor, October 1996, supervised 6 helpdesk employees
• Received "President's Award" for outstanding work
Arthur Anderson 1992 - 1994
Computer Technician
• Technical and software support for secretaries working with Windows
• Responsible for company library computer support, DOS based computers
• Help desk support, answering incoming calls
• Setup and did minor repairs on computers for secretaries
E D U C A T I O N
Numerous seminars on management skills
Clayton State College - Studied MIS
References available upon request