Sharron Plater has over 10 years of experience in technical support roles providing desktop and network support. She has extensive experience managing Blackberry Enterprise servers, Active Directory, and troubleshooting a variety of software and hardware issues. Plater leads teams of technical support staff and specializes in resolving issues for high-profile accounts. She has strong communication skills and experience training other technicians and end users.

1. SHARRON PLATER
9645 Terri Drive
LaPlata, MD 20646
(202) 285-4496
sharronplater@hotmail.com
 Team Leader with ten years of progressively responsible technical support experience, and ability to
effectively and efficiently serve users in all desktop, email, SMTP- and LAN-related issues
 Excellent communications skills; able to communicate effectively in a technical and non-technical manner to
all levels of staff
 Specialize in high profile accounts, and seasoned in resolving client grievances
 Extensive experience in training and development
 Software proficiency in Active Directory, Blackberry Enterprise Server, LAN Desktop Management, Symantec
and Windows
 Hardware proficiency in computer components and wireless setups
 Experienced resolving trouble tickets on desktop issues using the Remedy reporting system
RELEVANT COMPUTER SKILLS
Active Directory 2000, 2003 & 2007
Novell Applications
Microsoft Windows 98/2000/XP/Vista/7
Microsoft Windows Exchange Server 2000-2008
WSUS Server Administration
LAN/WAN
Symantec Backup Suite 12.5
Microsoft Office 2000/2003/2007
SMS Applications
Oracle SQL Development
SCCM Remote Desktop
Public Key Infrastructure (PKI)
MS Project, Visio and Access 2000-2010
WordPerfect 10
Remedy Ticket System 7.0 – 7.5
Lotus Notes
LAN Desk Management & LAN Desk Suite
Blackberry Enterprise Server 3.6, 4.0, 4.1 & 5.0
Blackberry’s (all models & carriers)
PROFESSIONAL EXPERIENCE
S Technologies LLC Waldorf, MD
Owner 07/2016 - Present
 Troubleshoot computers using virus malware removal tools. Remove viruses, spyware, malware and
rootkits.
 Perform operating system critical updates and test operating system for proper functionality.
 Perform backups of data to external flash drive to restore on fixed systems.
 Optimize startup and shutdown. Improved menu navigation, cleanup quick launch, taskbar and
program shortcuts
 Software installation by determining computer compatibility for the install or repair and configure
software title. Perform necessary software updates.
 Hardware repair and installation of additional memory, hard drive and/or additional hardware
 Install DVR security cameras, setup and configure to add to apps on smartphones

2. Sharron Plater
System Administrator
Pragmatics (Department of State) Washington, DC
System Administrator 08/2011 – 07/2015
 Provide and prioritize mission critical operations large sites for multiple buildings/users. Assist
manager with program planning and other personnel management during his absence.
 Lead team of nine desktop support employees to assist with over 5000 users.
 Synchronize, troubleshoot and setup Blackberry’s for each user. Provide technical support and
customer information for users and Blackberry Enterprise Server (BES) support.
 Troubleshoot computer issues, network, and communications needs of users, and makes
recommendations regarding software and hardware implementation and purchasing.
 Extensive knowledge of Active Directory 2003 & 2007, SCCM Remote System and Remedy input and
accessibility.
 Provide customer and technician training in the use of department workstation, laptops, applications,
and networks.
 Installs, troubleshoots, services, and repairs department workstations, network equipment such as
servers, printers, related PC software, cables, and connectors.
 Create Remedy reports and spreadsheets of technician ticket reporting.
General Dynamics (Dept. Of Homeland Security) Washington, DC
Sr. System Analyst 02/2006 – 06/2011
 Synchronized, troubleshot and setup Blackberry’s for each user. Also, provided technical support
and customer information for users and Blackberry Enterprise Server (BES) support. Used
blackberry server 4.0 to complete migration and update users personal blackberry’s.
 Provided technical support and customer provider information for users and blackberry server support
at Tier 3 level. Provided and prioritized mission critical operations large sites for multiple
buildings/users. Assisted manager with program planning and other personnel management during
his absence.
 Planned blackberry migration for over 350 users and organized migration.
 Lead team of seven desktop support employees to assist with over 3500 users.
 Troubleshot computer issues, network, and communications needs of users, and makes
recommendations regarding software and hardware implementation and purchasing.
 Managed and coordinated Active Directory migration currently in process to identify risks and
determine potential impacts on Dept of Homeland Security’s active network.
 Extensive knowledge of Active Directory 2000 & 2003, LAN Desk Management, Symantec Backup
and Blackberry Enterprise Server input and accessibility.
 Provided customer training in the use of department workstation, laptops, applications, and networks.
 Installs, troubleshoots, services, and repairs department workstations, network equipment such as
servers, printers, related PC software, cables, and connectors.
 Created and manage Active Directory account information along with user account, group mailboxes
and workstations.
 Performed advanced PC, printer and network maintenance.
APCO Worldwide Washington, DC
IT Support Associate 10/2001-02/2006
 Synchronized, troubleshot and setup Blackberry’s for each user. Provided Blackberry technical
support and customer instruction for users. Provided server and account administration as well as
working with the vendor for third party support.
 Created SOP and other technical documentation associated with the Tier 2 level support functions.
 Created and instructed user training courses for PowerPoint 2003, Excel 2003, Word 2003, Solomon
IV Time Entry, Outlook 2003 and T1 IP phone system.

3. Sharron Plater
System Administrator
 Answered calls for IT Help Desk technical support providing Tier 1 support by phone instruction and
Tier 2 support with remote connectivity to install, update and troubleshoot applications along with
managing and coordinating issues as they arise.
 Re-Imaged and installed new hardware including laptops, workstations and peripheral devices.
 Created user accounts and managed user information for the Microsoft Active Directory, Exchange
2000 and the BES.
 Organized projects to complete equipment refresh. Completed and tracked inventory as distributed.
 Responsible for planning and implementing projects to provide system patches and software updates.
 Provided a full range of high-level administrative and technical support for 2 Senior Vice President’s,
2 Vice President’s and 1 Senior Associate of the strategic communications group staff.
 Prepared training materials on a regular basis for the strategic communications group using
PowerPoint, Excel and Microsoft Word.
 Troubleshot technical issues for servers, workstations and peripheral devices.
 Responsible to stay current on technical issues that affect our environment by downloading and
installing critical Windows and Office updates.
 Provided support to internal employees to resolve user concerns with specific applications, including
Windows XP, Microsoft Office, Outlook, Solomon and numerous organization specific applications.
 Identified and implemented technologies and methods of using existing technology to help users work
more efficiently.
Van Scoyoc Associates, Inc. Washington., DC
Staff Assistant 10/1999–10/2001
 Provided Tier 1 technical support by phone and coordinated support functions that required Tier 2
level support.
 Provided Tier 2 technical support to five Vice Presidents for software applications.
 Assisted with research and creation of documents to furnish to our clients at a lobbyist firm in
Washington, DC.
 Processed proposals, arranged travel arrangements, tracked inventory and created other
documentation to prepare to present to the Hill and/or clients. All documents we prepared using
Word, Excel and/or PowerPoint.
EDUCATION
1991 LaPlata High School Graduate
2009 ITIL Certification v3, Washington, DC
2009 HDI Support Center Analyst Training Course, Washington, DC