SUMMARY

• I have experience in hardware and software support, including repair of commercial computer equipment and associated peripherals.
• I am skilled in the use of electronic test equipment, able to troubleshoot electronic equipment to the component level, as well as soldering techniques, and I am familiar of several operating systems, and have skills in networking techniques.
• I am also adept in utilizing the web, to obtain information upon service issues, and I am able to update firmware to machines and apply software patches when needed.

TECHNICAL SKILLS

Hardware: I.B.M. PC and compatibles; Sun SPARC Workstations; PC and Apple notebook repair and peripheral installation (I.B.M., Apple, Dell, Lenovo, Compaq, HP); Hewlett - Packard, Okidata, Tektronix printer repair; SCSI device configuration; StorageTEK L108;

Operating Systems: DOS; Windows 3.x, 95/98, NT4.x, Windows 2000 Workstation/Server, Windows 2003 - 2012 Server, Windows XP 32/64-bit Platforms, Windows Vista 32/64-bit Platforms; Windows 7 Ultimate 32/64-bit Platforms; Windows 8.1 Professional/Enterprise/Embedded Industry x64; Sun Solaris 2.x; Red Hat Linux Enterprise 5.x; SuSe Linux; Caldera Open Linux; OS/2 Warp; Novell Netware; Banyan Vines; Mac OS X 10.5.x - 10.10.x; Ubuntu Linux 14.04; Oracle Linux 11; VMWare ESXi 5.x;

Software: Norton Utilities; Norton Anti-Virus PC/Mac; McAfee Anti-Virus; McAfee Help Desk Call Tracking; Heat Call Tracking; Remedy Call Tracking; Symantec Ghost; Microsoft Office Professional 2003-2010; Microsoft Office 2011 for Mac OS X; Corel WordPerfect Suite; Lotus Notes; Hummingbird Exceed; Arcserve; VERITAS Backup Exec; ProComm Plus; Novell ZEN Works; Banyan Street Talk Explorer; Lap Link; Netscape; Internet Explorer; Safari Web Browser; Mozilla Firefox Web Browser; Microsoft Outlook; Citrix Win Frame; Citrix MetaFrame; Roxio Easy CD Creator; Nero Burning ROM; Roxio Toast Titanium for Mac OSX; Apple QuickTime; Windows Media Player; Gelco Travel Manager; Adobe Acrobat Reader; Altiris Imaging Software; VMware; Firefox Web Browser; Thunderbird Email; SMS (Systems Management Services); Microsoft RDP (Remote Desktop Protocol) PC/Mac OSX; Active Directory Services; VMware Console Management Tool; VMWare Workstation 11.x; VMWare Fusion 7.x; Nortel Instant Messaging Client; Virtual Private Network (VPN); RSA Management Tools;

Programming: Simple Bash Shell Scripting (Linux)

Protocols: TCP/IP; IPX; SPX; PPP; Token Ring; Ethernet 10/100/1000BaseT; X-Windows; Samba; NFS

PROFESSIONAL EXPERIENCE

Service Desk Analyst

Confidential

I supported the contract clients of confidential, MD. I performed the duties of first level support of wireless communications upon transportation systems, such as confidential Systems in California, confidential in Canada. I remotely connected to Access Points, which are UNIX based. First level support of clients unable to connect to the wireless network. Performed troubleshooting procedures to restore connectivity to the fleet vehicle, or to generate service request, dispatching Field Service Engineers to physically service. I also monitored open service requests, closing out tickets upon completion of service, checking for optimal throughput beforehand. I have added new service information into the Wiki Database, for use of new troubleshooting information, as well as having to edit configuration files in the Linux Environment using the “Vi” Editor, adding new hosts and IP Addresses to hosts file, commenting out lines in files to bypass portal pages upon the fleet when needed.

Printer Technician

Confidential

I supported confidential, of printer upgrades, for their confidential contract. I disassembled new printers entering the facilities delivered to various depot locations at confidential, MD locations, to deploy. Obtain the serial numbers from the hard disk drives, installed inside of the printers, as well as printer serial numbers, and asset tag information. I installed the printers into their designated locations, and obtained internal configuration settings from the status sheets of the printer, and forwarding the obtained information, HDD serial numbers, Printer serial numbers, Asset Tag numbers, as well as the printer MAC Addresses to the governing parties. Set the printers up for a confidential Network, and sending the information to the System Administrators, in order to have the print cues created and configured. I remove the old printers to the depot, to have the internal hard disk drives sanitized, and provide confirmation of the task completed, so that the drives ship out.

Support Technician

Confidential

I perform field hardware support of home and commercial businesses, servicing desktops, laptops, and printers. This is a 1099 position, and I have preference as to what jobs that I take in the field.

Systems Support

Confidential

I am performing Systems Support for non-profit for my church. Incorporating machines upon the network, and performing maintenance of office workstations on the weekends.

Desktop Support

Confidential

I was performing hardware and software support for confidential, under contract with Confidential (IBM) in confidential. I was imaging, and adding workstations to the confidential Domain using Active Directory, performing machine upgrades, ensuring that all applications were functional, and copying client’s data from the old workstations, installing the new workstations, and restoring the client’s data to the new machines, setting up email accounts in MS Outlook 2003, installing printers and other peripheral devices. I was troubleshooting all supported internal desktop applications, as well as performing machine maintenance upon all workstations. I also performed network tape backup rotations in Chantilly, and Vienna, Virginia, as well as tape rotations in Gaithersburg, Maryland, serviced the StorageTEK L180 Tape library located in the Gaithersburg Office, and performed maintenance upon the unit upon request. I activated, and set up Blackberry devices, as well as backing up phone data, and transferring that data to upgrade phones for the client. Maintained machine inventory of workstations distributed in the environment by scanning hardware into a Microsoft SharePoint database. Resetting user passwords removed old workstations from Microsoft Active Directory, also modifying user account names, if the user’s name misspelled incorrectly upon creation, adding users to specific AD Groups, i.e. Remote Users. Also performed minor printer repairs.

Desktop Support Technician II

Confidential Hardware and Software support at confidential. I was supporting user applications such as Microsoft Office 2007, Microsoft Outlook, in a Microsoft Windows XP environment. I also performed workstation updates of the supported software applications, as well as Anti-Virus Software (Norton Anti-Virus). I have repaired desktop and laptop hardware, and performed maintenance upon both. I imaged workstations and laptops to be set up on the network using Altiris Imaging Software, and I set up confidential iMAC workstations and laptops upon the network, and installed security software upon the Macintosh Laptops, as well as installation of all supported applications upon machines. I set up office teleconference meetings in a remodeled conference room, as well as all the Audio/Visual equipment requested for the meetings such as projection units, and phone conferences. Set up a laptop for PowerPoint presentations, and web-based presentations, and videoconferences utilizing Adobe Connect. Deployed RIM Blackberries, and troubleshoot the devices as well, backing up the client’s data from the confidential device, and restoring the data, after wiping the device clean, and reinstalling the confidential Operating System upon the device.

Senior Systems EngineerConfidentialSupported software applications at confidential. Providing phone support to confidential clients, who are working from home on the Patents Home Program (PHP), Patent Examiners Laptop Program (PELP), Trademark Work At Home program (TWAH), on a virtual machine network utilizing VMware Software, Microsoft Remote Desktop Client, Citrix, SMS, and adding home based clients to the domain, via Active Directory to their designated Organizational Units (OU). I was responsible for resetting user passwords via Microsoft Active Directory, and verifying WAH (Work At Home) laptops, as well as virtual machines upon the network, using VMware Virtual Console. Set up RSA Secure IDs, for clients working at home to be able to access the Virtual Private Network (VPN). I answered problem calls from internal clients, and generated service tickets utilizing the EAMS System (Remedy Help Desk), escalating network problems, and server application problems to the proper tiers of support. I was also responsible for issuing confidential's to clients participating in the aforementioned programs, and keeping logs of IDs issued to each client. I supported the PTO VPN (Virtual Private Network), helping clients resolve their VPN connection issues. Contacted at home users Internet Providers for outage information. Upgraded user laptops, when they become out of specification of PTO Minimal Hardware requirements.Self EmployedI was repairing, and building personal computers for friends, and acquaintances, loading software and configure hardware such as printers and scanners for clients requesting my services in their homes. I performed wireless broadband hardware setup for clients, configuring routers and firewall services, for clients who have obtained broadband services in their homes.

Systems Services RepresentativeConfidential I performed hardware and software support for confidential in Washington, D.C.confidential. I set up laptops for confidential’s Field Operations, installing Windows 2000/XP Images using Altiris Software, and I set up desktop systems for Amtrak, with Windows 2000/XP Images at the Lorton, VA, and Washington, D.C. sites using Symantec Ghost Imaging Software. I performed services upon confidential servers and workstations, confidential Workstation repair, and physical repair and preventive maintenance of confidential Printers. I also performed service and preventive maintenance upon automated QuikTrax machines located in the station, as well as maintain parts inventory for the confidential. I also provided support for other confidential Accounts, outside of confidential. I assisted in the set up server racks in various locations, upon request, as well as set up confidential.Self Employed Repaired and build personal computers for home use, loading software and configuring hardware such as printers and scanners, for clients requesting my services in their homes. I set up wired and wireless broadband configuration of routers and firewall services, and networking multiple machines, for clients who have obtained broadband services in their homes.

Help Desk Technician

Confidential

I troubleshoot client workstations running Microsoft Windows 98, Microsoft Windows NT, Microsoft Windows XP, and Mac OS, imaging workstations as needed, with confidential Ghost Imaging Software. I set up Director’s Teleconferences by connecting a PC to a projection system for the use of presentations. I update workstations as needed with patches released from Microsoft, as well as other software application patches. I performed administrative tasks such as resetting passwords, adding workstations to the domain via Active Directory. Copied client’s data from their existing workstations to a the LAN, installed the new workstations, after imaging them, and copied the client’s data down from the LAN to the new workstations and configuring the new workstations upon the network, setting up user applications, and the clients printers upon the new workstation, and restoring their bookmarks/favorites within Netscape/Internet Explorer. I have removed the hard disk drives from the old machines, and moved the machines into a location, waiting to be surpluses. Respond to all help desk calls, and provided technical support to resolve hardware and software issues. I maintained client systems inventory, and performed preventive maintenance service on client systems. I set up laptops to connect with RAS and VPN, and set them up to access remote internal LAN systems. I serviced and maintained local and network printers. I performed monthly rotation of media archive, backing up client’s network data to Digital Audio Tape. I received the Help Desk for Lotus Notes Certification, and I set up Microsoft Outlook upon client workstations as well. I introduced Red Hat Linux to a client, and aided in the installation, as well as setting up their first Linux Domain Server upon their network.

PC Technician III

Confidential

I upgraded the Data Applications Training Room, at confidential Network Systems, located in Germantown, Maryland. The position entailed my installing COTS, utilized by the facility, upon newly acquired workstations, and replacing the existing DAT Room workstations, transporting, and installing them into an offsite location. I tested all workstations for correct workstation confidential’s, and application functionality. I imaged all workstation utilizing the Norton Ghost Imaging Software, and then configured all of application settings, defined by the client. Set the all of the workstations up on a Novell Network, configured and tested their connectivity to a UNIX network, utilizing Hummingbird Exceed, tuning each workstation to be able to access an X-Windows system.

Field Engineer

Confidential

I provided hardware and software field support, of client accounts held by Confidential in Gaithersburg, Maryland. I serviced several clients, working from their home, providing them with hardware support, and software training. Clients in which I provided support include confidential, Annapolis, Maryland. I have also performed onsite printer repair and installation. I have installed software upon machines used or new, to be shipped to, or picked up by clients from the company depot.

Field Engineer

Confidential

I provided hardware and software field support, of client accounts held by Confidential in Lanham, Maryland. I have provided support to clients, which include confidential. I have supported several Desktop, and Network Operating Systems for the various clients, such as Microsoft Windows 98/2000, OS/2 Warp 4.x, LanManager, Novell Netware 3.12 & 4.1, Mac OS 9.x, and Sun Solaris. I have performed onsite H.P. Printer repair for all clients, as well as personal computer and server repair, also providing COTS service and support, and I performed preventive maintenance upon requested hardware. I had obtained my Zenith Desktop, Solaris 2.x Essentials for System Maintainers and confidential Desktop System Maintenance Certification from Sun Microsystems.