support Resume

Title
support

Primary Skills
helpdesk support, deployment consultant, hardware/software installation and configuration, break/fix,

Location
US-MI-kalamazoo (will consider relocating)

Posted
Feb-26-09

Technical Skills: VPN, Blackberry, wireless networking, CAT 5/6 cabling, network and cabinet installation/removal software-Microsoft Windows 95/98/NT/2000/XP/Vista/CE, AS400, Microsoft Outlook Web Access, Microsoft Outlook 2K/2K3, Microsoft Office Suite XP/2K/2K3/2k7/, Microsoft Exchange, Trend Micro, MacAfee, Remote assistance, Cisco VPN, Peregrine Service Center 4.0/5.0, Mercury Test Director, Altiris Console, Rumba and Rumba Profiles, Palm, Microsoft Active Sync, Dameware, Tivoli, HEAT, Various types of remote control software on and off site. Manhattan WMS, LOGICS WMS, Load Runner, Bar Tender, Desktop/Laptop motherboards, hard drives, power supplies, Security cameras, turnstiles, HID Card Readers, USB devices, Com devices, Teklogix/Intermec Mobile RF devices and AP's, Narrowband/802.11, RF testing tools and various other proprietary software, tools, and hardware.

Whirlpool Corp. (Contract- Comsys) Benton Harbor, MI, 05/2008 to 01/12/2009
WMS Technical Deployment Consultant
Executed processes and procedures for procurement, configuration, installation, and testing of warehouse related infrastructure nationwide
Coordinate work with IS infrastructure providers (voice, security, and network).
Responsible for establishing and maintaining contacts with site operational leads to ensure remote platform issues are monitored and corrected in a timely manner.
Participated in testing to ensure that the hardware properly setup and emulates production environments
Provide Level I and II implementation and production support at all new warehouse startups
Ensured future site requirements were defined and delivered as required to new sites
Analyze equipment failures and issues and determine if/when new equipment standards or components are required
Lead IS efforts to evaluate site issues and coordinate as required with development and support teams
Utilize client problem reporting tools and techniques
Work closely with other IS service providers to define project requirements related to software, configuration, or deployment that are not directly in project team control (e.g., PC loads).

Kraft Foods- (Contract-Northrop Grumman) Battle Creek, MI, 04/2007 -- 03/2008
Field Service Engineer
Provided support for Kraft Post Cereal Division End User Support Services. Duties included but were not limited to monitor, operate, maintain, configure, assemble, install, upgrade, modify and repair PC's, laptops, network components and various peripheral equipment. Perform first and second line support for service interruptions. Escalate
unresolved issues to expedite resolution. PC\laptop imaging, PBX and voicemail support (Avaya). Asset tracking, auditing and documenting. Provide end-user computer training. Support video conferencing and mobile workforce.

Whirlpool Corp. (Contract-Apex Systems) Benton Harbor, MI, 11/2006 -- 03/2007
Field Service Technician
Support all of Whirlpool's end user services and troubleshoot 4,000 + refreshed Dell Machines
Used Altiris Carbon Copy and other remote takeover tools to install software and troubleshoot issues
Used the Altiris PCT deployment process to capture and deploy end-user machines for the PC Refresh
Unlock user accounts and reset passwords in active directory and Sync passwords in the Novell directory
Testing XP, Office 2003 on Dell D610 and 620 laptops and Dell GX620's
Testing Vista and Office 2007 in the quality assurance and testing group as well as cross remediation testing across all Whirlpool standard applications. Cross remediation and testing for Maytag SMS applications that were moved to the Whirlpool Altiris environment. Analysis of Maytag software packages to moved to the Whirlpool standard software suite. Managed all user issues in Mercury test director database and provided weekly updates on status
Participated in a global weekly help desk issues and solutions call which included Whirlpool's help desk locally, the day after support, and IBM Brazil help desk
Developed and documented procedures for issues and solutions encountered during troubleshooting on refreshed machines. Supported Whirlpool Lotus Notes 5.0 and 6.5 email system migration. Worked on the PC Refresh support hotline. Which includes, supporting all calls for the first 5 days after the user received new asset.

Borgess Medical Center (Contract --The Computer Merchant) Kalamazoo, MI, 04/2006 -11/2006
Field Service Technician
Developed procedures for user and computer security standards for the corporate image
desk side support for 4,000 end users Wireless support; network troubleshooting
Supported Windows XP operating systems, Microsoft office suites; serviced laptops, desktops, printers, PDA's and monitors.

Farm Bureau (Contract-TekSystems) Bridgeman, MI, 10/2005 -- 11/2005
Help Desk Technician (Short term assignment)
Managed Farm Bureau Pilot refresh; network support and PC troubleshooting issues and solutions desk side set up Managed OS Platform upgrade. Break down, transport and rebuild network Infrastructure hardware and cabinetry.



Electrolux Home Products Springfield, TN, 11/2002 -- 10/2005
Systems Support and Security Technician
Support network and end user's. Light network server administration, troubleshooting, documenting, monitoring, configuring and installing network equipment; Lotus Notes, Blackberry, and VPN Support and Tivoli remote control. Also installed and repaired printers, scanners, and corporate security devices such as turnstiles, security cameras, HID card readers.
Developed Identification database for 3,500 employees, visitors and contractors. Maintained all security policies and standards. Facilitated interdepartmental security awareness through training sessions. Inform and train employees of security policy and how to implement them. Identify issues, determine resolution, and advise leadership on training and implementation.

The Computer Assistant (Consultant) Presently still on call with this contracting company
Consultant/Technician
Duties consist of servicing various clients in South West Michigan; work on user's laptop/desktop issues and provide training on software and computing equipment; home and business networks with various peripherals. Set up virtual private networks.

Education: Associates Degree in Network Engineering, Miller-Motte Technical College Clarksville, TN Graduated, April, 2005


REFERENCES WILL BE FURNISHED UPON REQUEST

Certifications
See above


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