Dietra Wiley has over 15 years of experience providing tier 1 and tier 2 technical support. She has extensive experience working with software like Office 365, Active Directory, Exchange, and Cisco Call Manager. Her skills include installing and configuring various software, mapping drives and printers, troubleshooting issues, and creating documentation. Currently she provides support for Office 365 at Comparex and has held similar support roles at other companies.

1. Dietra Wiley
dietralynn@gmail.com
PROFESSIONAL SKILLS
● Symantec Endpoint Encryption
● Citrix & Citrix XenApp
● Active Directory Users and Computers
● Exchange Admin Tool
● Windows Server 2003 - 2008
● Cisco Call Manager
● Cisco IP Softphone
● Cisco VPN Client
● IBM Tivoli Remote Control
● Deploy and Installation of Software via Tivoli
● Dameware Remote Control
● Windows XP, 7, 8 & 8.1
● Office 365
● MS Office 2003 – 2013
● Microsoft Office Lync /Skype
● Remedy Ticketing Software
● IE , Google Chrome, Mozilla Firefox
● Mapping printers
● Asset inventory
● iPad, iPhone, Android & Blackberry PDAs
● Creating public folders, mailboxes, & groups
● Salesforce Outlook Integration
● JAVA control panel settings
PROFESSIONAL EXPERIENCE
COMPAREX August 2015-Present
Provide Tier 2 Support for Office 365 software Suite. Creating accounts via Active Directory, Managing account
permissions, software installations, configuring networked printers, utilize Exchange Admin console to assign
permissions, such as , full Access, Send As access, mail forwarding, etc. Mapping share drives and printers.
Escalation to Microsoft via our partner website for issues that are a result of the application
Maintain company SLAs
Creating Knowledge base articles for our team
Any other duties assigned
CCCi, Raleigh, NC April 2015-July 2015
Provide Tier 2 technical support on the City of Raleigh contract
Creating user accounts via Active Directory; assigning permissions and placing the accounts in the correct OU

2. Creating mailboxes using MS Exchange Management Console
Troubleshooting error messages, mapping printers, share drives,
Software installation, configuration and upgrades
Driver installations and upgrades
Assigning IP phones via Cisco Unified Management Console
Configuring wireless network settings,
Configuring Cisco VPN Client
Setting up Exchange/Active Sync on iPhone, iPads, & Android phones
Troubleshooting issues with network connectivity
Configuring LAN settings and Internet Options for web browsing
Provide extended coverage as needed; any other duties assigned
Systel, Cary, NC Aug 2013 – March 2015
Provide remote support of desktops, laptops, printers, peripherals, and handhelds for a multi-client enterprise.
Assist with system migrations from Windows XP to Windows 7
Installation and configuration of Cisco’s IP Softphone
Cisco Call Manager
Cisco VPN Client
Active Directory Users & Computers (checking the account status, ensuring the computers are in the correct
containers)
Mapping share drives
Configuring exchange, mapping PSTs
Performing driver updates
Mapping network and local printers
Troubleshooting error messages
Software installations, updates and configuring the software for use
Configuring LAN settings and Internet Options inside web browsers
Updating group policy
Account lockout & Password Resets
Custom Application Support (ensuring correct permissions are in AD, configuring the software, install updates)
EDS / HP ENTERPRISE SERVICES, Raleigh, NC Nov 2008 – June 2013
IT Systems Technician
Provide remote support for the following user systems: desktops, laptops, printers, peripherals, handhelds, and
servers.
Provide support of the systems for break-fix, installation, move, add, change, and preventative maintenance
activities.
Responsible for performing additional support activities for: Microsoft Office Applications, incident resolution,
account maintenance, password resets, system upgrades, data migrations, map network drives, Web and Desktop
Application Support.

3. Conduct hardware, software, and network troubleshooting and problem resolution.
Research problems and make recommendations for solutions.
Track hardware/software inventory.
Issue FedEx waybills for the return of equipment. Provide user orientation of new and upgraded hardware/software
packages; may act as a team leader on projects.
May provide mentoring or guidance to less experienced team members.
Utilize Active Directory for management / creation of users, groups, organizational units, and computers. Perform
application and driver installation and upgrades.
Push software applications via Tivoli. Remote into computer systems via Tivoli Remote Control.
Update system BIOS.
EDUCATION & TECHNICAL COURSES
WAKE TECHNICAL COMMUNITY COLLEGE | Raleigh, Wake, NC
Some College Coursework Completed.
Completed certifications for HTML 1, 2, & 3. Java-script for non-programmers @ State Personnel Development
Center
Completed courses in CIS 110, CIS 130, CIS 172, CIS 240, WEB 110, WEB 140, NET 110, and MAT 070
COWLEY COUNTY COMMUNITY COLLEGE | Arkansas City, KS, Jan 1995 – May 1995
Took a course on micro-computers and Chemistry, Aug 1991 – May 1993
UNIVERSITY OF KANSAS | Lawrence, KS, Aug 1991- May 1993
Entry level courses in Algebra, Biology, Psychology, and Advanced Literature
ARKANSAS CITY HIGH SCHOOL | Arkansas City, KS Aug. 1987 - May 1991
Received High School Diploma