Technical Support Resume

Title
Technical Support

Primary Skills
Networking, technical support

Location
US-GA-Atlanta

Posted
Oct-22-09

Solutions-oriented professional with over 10 years experience in IT and customer service, with
? Outstanding leadership abilities; being able to coordinate and direct all phases of project-based efforts while managing, motivating, and leading project teams.
? Excellent communication skills; a technology savvy self-starter, adept at moving into new environments and extrapolating from existing experience to quickly adapt to new technologies fluently.

*Operating Systems: Windows 9X, Windows NT Workstation & Server 4.0, Windows 2000/2003 Professional & Server, Novell 5.x, 6.x, Linux (Red Hat).
*Networks/Protocols: LAN/WAN, TCP/IP, IPX/SPX, SMTP, NWLINK, NETBEUI, WINS, DNS, DHCP, POP3, PGP, FTP, ICMP, RIP,TELNET,IGRP, Ethernet.
*Software: Exchange 5.5 & 2003, Citrix Client & Server, Windows Terminal Server, MS IIS Server, Cisco IOS, Veritas Backup, McAfee, Norton, GHOST, MS Office suite, Visio 5.0
*Hardware: Cisco 4000m/3600/2600/1600 series Routers, Cisco 2900 series Switches, 3com & Netgear Switches, Hubs, Laptops & Workstations & Servers (HP, Dell, Micron, Compaq, IBM), Raid, SCSI, Modems, Network Cards, Memory, Printers, Plotters, Scanners and other peripherals.
PROFESSIONAL EXPERIENCE


CPN, Atlanta, Georgia March 2008 -- May 2009
Technical Support
Provided technical support for 3rd party clients contracted through the technology services department.
• Installed, upgraded, and diagnosed workstations, servers, peripherals, Blackberry Phones.
• Maintained Active Directory in adding/removing users and member permissions.
• Setup printers and copiers locally on a workstations or on the network including terminal servers.
• Setup company client accounts and users on Exchange email server for webmail use.
• Installed Symantec Backup Exec 12.5, setup file and folder exclusions using best practices from Microsoft. Monitored backup disks and tapes daily resolving any errors to ensure successful daily/weekly backup completion.
• Prepared servers by setting up Raid configurations and installing Server 2003, DNS, SNMP and promoting them to Domain Controllers when necessary
• Handled virus and malware issues that occurred on the network or on individual workstations for the accounting staff and clients.
• Maintained inventory spreadsheet and cd-keys of all workstations, equipment and software in use
• Setup projector for meetings held by the accounting firm.
• Setup Lenovo ThinkPad's used by clients and installed on the network.

Skylight Financial, Atlanta, Georgia April 2006 -- March 2008
Supervisor
Recruited to monitor and support fast-paced call center environment.
• Instrumental in hiring and supervising a staff of up to 40 with responsibility for performance evaluations.
• Improved employee Occupancy through Metrics reporting, development and implementation of product-awareness program.
• Enhanced employee occupancy, performance and attendance, which started at 65%, through daily mentoring, one-on-one discussions and motivational strategies. Successfully mentored a substantial improvement in occupancy to 80%.

Simplex Computer Professionals, Atlanta, Georgia July 2005 -- March 2006
Network Technician
Provided Microsoft product support for 600+ employees.
• Prepared servers by setting up Raid configurations and installing Server 2003, DNS, SNMP and promoting them to Domain Controllers when necessary.
• Imaged and restored images of workstations with Norton Ghost from a Ghost server to deploy or restore them in a timely manner.
• Maintained Active Directory in adding/removing users and objects including specific folder permissions depending upon group including setting up calendars and contacts in public folders.
• Installed, upgraded, and diagnosed Workstations, Servers, Sonicwall Firewalls, Managed Switches, PDA's and peripherals.
• Set up printers and copiers locally on a workstation or on the network including Citrix or terminal servers as well as setting up user permissions to print and scan to folder in order to monitor printer costs.
• Resolved software issues dealing with Windows Me, Windows 98, Windows XP, Windows 2000, Server 2000, Server 2003, Exchange, Office 97, Office XP, Office 2003 and 2007.
• Provided support for Corel Wordperfect , Adobe Acrobat, Mas200, Abra, Autocad LT, Rightfax, Symantec Antivirus, Web Security, WebMarshall, VERITAS Backup Exec, and multiple engineering programs.
• Functioned as a Network, System, Citrix, Hummingbird DM and Blackberry Administrator with Domain Admin rights along with helpdesk duties and various assigned projects.
• Maintained a total of 60 servers (some virtual) locally in Orlando along with the servers and workstations in 19 branches throughout Florida and Georgia with branch visits, vpn or dameware.
• Documented solutions to problems in the helpdesk application Numera Track-it and created SOP's and documents to be used by the staff as well as patiently trained users to be smarter on how they use their machines.
• Setup all network servers and workstations on Symantec Corporate Antivirus Enterprise Edition 10.1.5 maintaining weekly risk data and reporting agents as well as setup all network servers on a monitoring system with HP Systems Insight Manager to maximize system uptime and health.
• Handled all virus, malware and adware issues that occurred on the network and individual workstations as well as keeping them up to date on virus definitions.

Valcor Engineering Corp, Springfield, New Jersey October 2003 -- July 2005
Network Operations Specialist
Installed and configured software upgrades, created new users, performed data migration, copied and partitioned hard drives, installed hardware and configured protocols.
• Provided support for 250 user Windows/Novell based Network.
• Actively provided Helpdesk support for Windows desktop applications and operating system.
• Optimized LAN performance, monitored volume space, memory issues, user profile maintenance issues, supervised daily backups, which lead to a 98% uptime.




Worldcom, East Rutherford, New Jersey
Network Administrator February 1998 -- June 2002
Held multifaceted responsibilities to configure, install and administer network infrastructure. Established new policies, which defined acceptable use of IT assets within the company. Fulfilled administrative responsibilities including the addition and changes to user desktop, email and PBX accounts. Installed and configured servers including RAID1 & 5 arrays in addition to facilitating backup & restoration using Veritas utility. Configured and monitored status of printers utilizing HP Jet admin in addition to upgrading printer firmware and handling installation of other peripherals. Actively provided desktop, configuration and phone support for software and hardware. Carried out full installation of CISCO routers and cabling for routers, switches, hubs and new workspaces.
• Improved systems uptime from 91% to 99.9% for 3500 corporate and remote users through expert, cross-platform troubleshooting/maintenance
• Spearheaded completion of two major migrations to bring systems up to date including Windows 2000 MS Exchange systems.
• Effectively consolidated multi-domain Windows 2000 network into a single, homogenous domain
• Planned and implemented an enterprise wide Fax solution which included installation of software and one 8 port class 2 fax card on mail server.
EDUCATION AND CREDENTIALS
Associate of Science Degree in Computer Science
ESSEX COUNTY COLLEGE -- Newark, New Jersey

Cisco Network Administration
AVTECH Technical Institute, Piscataway, New Jersey



Professional Certifications
CCNA -- Cisco Certified Network Administrator
Microsoft Certified Systems Engineer
CompTia A+ Certification

Certifications
See above


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