Kesha Orr is an IT professional with over 20 years of experience in technical support roles. She has worked for various companies including Home Depot, NTT Data Corporation, KIPP Austin Public Schools, HomeAway, BedandBreakfast.com, and Mental Health Network. Her experience includes desktop support, systems administration, network support, and help desk roles. She is proficient in Windows, networking, virtualization, backup software, and various other technologies. Kesha holds a Bachelor's degree from Texas Tech University and has taken Microsoft certification courses.

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]