SUMMARY:

• CERTIFIED, AND EXPERIENCED HELPDESK, NETWORK and CUSTOMER SUPPORT SPECIALIST
• To advance career in IT Technical Service with a new challenge and use diverse experience.
• Advocate of learning new technology, and trends in service and always put myself in the "Customer's Shoes" when dealing with an issue that comes up.
• I believe in “Fixing the customer as well as the product.
• Strive to apply my long and adaptable experience with any opportunity to learn and add value in customer service and technical support.
• I enjoy traveling and working in remote conditions as well as the local site.
• I am looking for that permanent position I can grow, continue to learn new technology and be the “Go to” for any IT related issue.
• I would like to find the Local business position that is close to home, or a possible telecommute situation with a smaller user base so I can be more connected to the individual user needs.
• I enjoy the connections I make with the users who call.

TECHNICAL SKILL:

• Server 2000 - 2012 Administration
• Microsoft Exchange 2010 admin/config.
• Windows 7
• Windows 2000 Professional
• Windows XP
• Windows 98
• Cisco and Fortinet/Implementation and service
• HP/UX
• Factory trained in IBM/Lenovo, HP and Dell Server
• Hardware troubleshooting and repair
• Router, Internet and Internal networking troubleshooting and
• Administration
• VPN Setup and administration
• Active Directory
• Microsoft Exchange 2000-2016
• ConnectWise and Remedy ticketing
• Linux- Ubuntu/Mint/Puppy
• Unix
• DEC-Alpha Hardware
• Very experienced in Hardware repair and troubleshooting
• 20 years experience building, Maintaining, and repair of work- stations- PC, Mac and Sun

PROFESSIONAL EXPERIENCE:

Confidential

Network administrator

Responsibilities:

• I have built and installed several ML-350 systems for moving the company into the present and ensure they will be viable for years to come.
• My latest project was to build the hardware, setup and join our network, Install Server 2016 and coordinate the install with the vendor to bring the company to the latest version of Macola progression.
• I am in charge of each in house LAN, the VPN networks using Cisco Systems (router/firewalls), amd Point of Sale system, Great Plains for the retail operations.
• I have experience running Accounting reports using Crystal reports 7 up to 11.I am often checking or fixing issues in Active Directory, Exchange 2003-2010 RDP and VPN I am in charge of all vendor contacts. I am the administrator for the E-Mail systems (exchange) for all 4 companies including security, add/remove users, Security from viruses and Mal ware.
• I have run the Update and installation of new Point of Sale systems implementing Great Plains, SQL 2012 and all the needed communication set up. I also am in charge of all hardware client needs, including setups for remote employees.
• I am responsible to keep inventory accounting, assigned equipment in the field.
• I have successfully thwarted several attempts of Ransom-ware launched by unsuspecting users, and to prevent future attacks
• Implemented and oversaw the installation and configuration of “Proofpoint” email filter.
• I also frequently take the time to educate and advise the executives and users on safe internet use and email security.

Confidential

Field Service Engineer, Chattanooga,TN

Responsibilities:

• Provide exceptional Service and support. I also used my extensive training from this and past jobs to help with IBM (mostly) Tape Drives and Libraries.
• I was on 24-7 Call, as well as usual work schedule.
• Responsibilities include immediate response to 4 hour critical care customers.
• I was involved with “Break- Fix of ALL models and brands of Server and tape libraries; IBM- x86, as 400 360 and z1.
• I changed out Hard drives to complete over-hauls/upgrades to the systems.
• I was assigned break fix calls for Servers as well as some Cisco Router calls.
• I worked with all variants of Windows, IBM as400 and 360, Even the Old DEC-ALPHA systems Confidential .
• Extensive Travel to On site calls, Heavy Face to face Customer support.
• Was responsible to care for the on site inventory, Monitor changes and additions for the customer equipment
• Assist Sales with add on potential, Technical support for Sales team for various product questions.
• I also handled Billable calls.
• Some of my clients were Whirlpool, McKee, several colleges and many different industries.
• Extensive travel, 2 hour response window clients, disaster recovery and repairing and recue of RAID arrays when possible.

Confidential

Technical/Internal Customer Support

Responsibilities:

• Assigned to hardware and networking support for Confidential in Chattanooga.
• Level 2 support for work Confidential home employees. This covered Lenovo laptops and P.C.'s. Remoting in using Windows XP remote desktop and terminal services via client's VPN connection.
• Responsible for the configuration of new deploys for the customer.
• Home network issues, configuring VPN, working with Active Directory, printer installation, troubleshooting and configuring Laser and Ink jet printers. HPSM was used for ticket management, to provide excellent reporting of issues and meeting or beating the SLA.
• Provided data recovery if the machine hard drive was working. We would “push” software packages using Marimba software.

Confidential, Alpharetta, GA

Technical Support

Responsibilities:

• Support the Confidential brand EDI system and VAN products. This covers all platforms and the concentrated efforts for Trusted link for I-series and Confidential works. Troubleshoot communications, EDI document and VAN interface problems.
• Promoted in 2008 to a Second level technical position in Managed Services to respond to any issue that may arise from incoming or outgoing transmissions. Duties include trouble shooting errors with mapping setup, incorrect fields entered against the mapping, security and certificate issues.
• Responsible for triage and dispatch to other reps in the team and to other groups if that would allow us to keep the customer data moving. This is a High pressure and fast paced position as ALL the customer needs are critical and time sensitive.
• Subject Material Expert for the Customer Interface for the internet portal and the training staff with As400 TLI products and teach customer service skills to new hires and veteran members on the setup and support of the Customer Portal as well as Customer Service "Soft Skills." Received many letters of commendation as well as 100% satisfaction surveys from my Customers, due to efforts in Service
• Managed Services- “On the Spot” resolutions for any transmissions that may error on the Confidential VAN. Used AS400, Windows and UNIX tools and solutions daily. Email and phone contact with Internal and external Customer support, Documentation and follow ups on the SEIBEL ticketing system

Confidential, Alpharetta, GA

Technical Support Engineer

Responsibilities:

• Supporting the Confidential brand of Documentation Software.
• Duties include ticket resolution, troubleshooting printer and document design issues.
• Understanding SQL, Oracle and DCL involved.
• Very experienced troubleshooting Confidential Fax 2.5, 4.0 and Confidential Print Manager, ECOM Integrate Products.
• Operating Systems: AS400 UNIX- Solaris and HP-UX LINUX and Windows
• Provided training to others on Customer Service Skills and received many letters of thanks from customers worked with about both technical and customer service care.
• Worked with configuration of Print Manager, this included helping resolve technical issues when the customer needed to customize his installation and technical needs.
• MSO Broad-Band Support technician

Confidential, GA

Responsibilities:

• Support field techs from various Cable Companies with installation and troubleshooting broad band CATV Internet connections.
• Working to troubleshoot Toshiba, Ambit, ARRIS/NORTEL and Motorola cable modems. Determine the best course of action to resolve loss of connectivity, virus attack or RF issues. Inform, assist and guide Cable tech in the field on how to setup and install the proper files and configuration data on windows and Macintosh Computer systems.
• Check and diagnose signal quality from and to the Head end access via information provided to the provisioning software.
• Dispatch OSWF via trouble tickets to the MSO, Interact with MSO to resolve customer issues.
• Provided all types of support to the end user of the client company.
• Virus software’s, such as McAfee, Norton, and Computer Associate Virus Scan used.
• Very familiar with viral removal scripts as provided from company.
• Spy-ware and Malware also addressed.
• OPERATING SYSTEM SUPPORT- Mac to O/S X, Windows and Linux SUSE,REDHAT

Confidential

Installation/Surveyor/Customer Service

Responsibilities:

• Install, survey sites for Video on demand system (CATV) for Confidential For the Hotel and Hospital industries.
• Also, provided backup for F.E.'s on Leave or Vacations, and provided field support for Tennessee.
• Computer and video equipment of various forms are integrated to form a Pay per View or educational system.
• Worked with Computer Platforms from DOS to Windows XP, Installation of wireless routers and access points, Use of CATV RF analyzers (Wave Tec)-Repair, install and build CATV systems from Head end to Room. VCP repair and replacement of Electronic parts and boards.
• Diagnostics of both Computer and CATV signal problems. Evaluate RF signal levels and make needed adjustment or replacements.

Confidential, GA

Support Engineer

Responsibilities:

• Provide support to customers in television, Internet, and telecommunication services through the Confidential -Fiber to the Home Products. Take orders for new Provisioning, Provide 3 tier support for Tele-com, CATV and ISP related Problems. Windows from 98 to XP, virus mitigation, Spy ware mitigation, SPAM abuse detection and reporting to proper ISP's, abuse within the Confidential ISP.
• Heavy TCP/IP configuration and diagnostics, Setup CATV accounts via DNCS system.
• Troubleshoot Signal issues with the incoming Satellite signals and helped resolve signal quality issues. Telephone troubleshooting from simple "twisted pair" wiring questions to porting issues with the LEC's we were taking over from.
• Diagnostics of Windows, Linux and Macintosh Connectivity issues, Support of the installation staff. I was responsible for dispatching on site work force to customer sites both Commercial and Private. We Provide service to Desktop support to end users on our fiber network. This could range from helping a first time user get on the Internet, to help via Phone call of Spyware and Virus removal and prevention. Cisco interface to the Confidential systems Assisted with Network Configurations for Mac Users on OS X . Helped setup Printers and general Configuration questions for Mac, Linux and PC users of Confidential .

Confidential, Irvine, CA

Customer Service /Field Service Engineer

Responsibilities:

• Provides engineering support to the end user of the Confidential line of robotic Tape Libraries.
• Duties include customer site visits for product support, replacement or repair of Data linear tape libraries.
• Troubleshoot, repair and install SCSI and Fiber Optics Libraries from small desktop changers to the Largest, P-3000 series robotic Libraries, assist with SAN solutions, and troubleshoot connectivity of DLT and Library when they won' Confidential respond. Set-ups on the entire line of Confidential products. SCSI, Fiber Channel, TCP/IP, AS400 Sun/ Solaris LINUX HP-UX and Windows NT, 2000 and XP were all used Confidential sites.
• Also experienced in the use of most major back up software. Certified by both Confidential and Confidential factories in all aspects of the service needs of the DLT drives and Libraries. PRISIM Fiber to SCSI Conversion hardware and CISCO router implementation Setups for SAN units performed
• Job requires heavy travel around the state of Georgia and the south eastern states.
• Experienced Confidential listening to customer needs, assessing their problems and needs.

Confidential, Tinton Falls, NJ

Customer Support Engineer

Responsibilities:

• Hardware Product support of the RAID products from Confidential . Managing Client Complaints, Hardware Troubleshooting, field service and installation of various products in the Confidential inventory; Syncronix, MDFT, DFT and RAVEN systems. UNIX, WINDOWS, NT and HP-UX were Operating systems that were used in these units. VERITAS and Legato as well as Seagate were the Primary Back up software solutions. Setup RAID on Networks, Configure for SAN using Cisco and Bay Networks solutions.
• Supported the entire Back-up and disaster recovery scheme. Further Duties included “24-7”ON CALL support Worldwide for technical support of these RAID devices. Travel as well as Desktop support environments prevailed.
• Additional Duties were as the ISO auditor for ISO 9001 compliance and certification standards.
• Part of the ISO team for both initial certification and continuing compliance teams.
• Manage help desk. Duties also include helping users in local and remote offices around the country in solving software and network related issues. Also work with Dual Pentium for NT Servers.
• Was on-call basis for sales force while they traveled and needed technical help.
• Set up accounts on Voice Mail using PBX systems.

Confidential, Long Branch, NJ

System Engineer

Responsibilities:

• Perform system backups, restoration, configuration, and troubleshooting on SUN 4.1, Solaris 2.x, UNIX and HP 10.10 platforms.
• Utilize HP-OpenView network management platform to administer the various remote locations all over the U.S.
• Perform ongoing Help Desk duties.
• Troubleshoot Cisco Routers, Bay Networks Hubs and TCP/IP.
• Manage Boston Technologies access NP (Voice Messaging) Platforms via WAN using T1 Lines.
• Manage, install, configure, monitor and troubleshoot over 500 Node HP-UNIX based and Windows NT SERVERS.
• Added new, installed and replaced disk drives, system time setups for remote locations, remote log on to different sites nationwide using Frame Relay Network & Troubleshoot Router based issues.