Tracy Davis has over 20 years of experience in IT support roles including managing computer technicians and supervising Windows help desks. She has extensive experience with Windows, Mac OS, and server operating systems as well as software like Office, Exchange, and SharePoint. Her resume highlights her problem solving skills, customer service experience, and technical abilities in desktop support, networking, virtualization, and database management. She is currently a Level 2 support technician helping users with software, hardware, and remote support.

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