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Installation Engineer Resume

Cincinnati, OH

PROFESSIONAL SUMMARY:

  • An Information technology professional experienced in Software Administration, Desktop Engineering, Help Desk Management, Printer and Computer Migrations and Refresh, Mobile Communications and Network Monitoring for small to medium sized Business, Corporate Help Desks, Manufacturing, Warehousing/Distribution Centers and Engineering environments.
  • Team and result oriented professional having worked as a supervisor and technical lead that maximizes results by leveraging diversity, inclusion and continues improvement in order to provide the highest level of transparency, pro - activeness, teamsmanship and communication for overall support.

TECHNICAL SKILLS & COMPETENCIES:

Network Support: TCP/IP, UDP, DNS, DDNS, DHCP, FTP, TFTP, SMTP, POP, IMAP, WEP, WIFI, HTTP, HTTPS, NSlookup, Tracert, Nbtstat, Ping, NetBIOS, Network and Telecom Cabling, Patch Panels, APs, Hubs, Switches, Routers, Firewall Appliances, Sniffers, Port Analyzer, Network Monitors, Packet Capturing

Monitoring: RTMT, PRTG, SolarWinds, WUG, IBM Director, BrixCall Service, Tidal, Autosys, Logic Monitor

Microsoft: A.D., SCCM, USMT, Office & 365, Visio, OneNote, Lync/Skype, Win XP, CE, 7, 10

Service Desk: Ilex IntelliView SCCM Service Now Remedy Astea McAfee Peregrine, Lotus, Track-it, Clarity

IBM: AS400 V5R4, ISeries Navigator, IBM Personal Communications, Job Scheduler, DBU & DFU, Surveyor, Arpeggio, Stay-linked, HyperTerminal, Rumba, Mochasoft, PowerTerm, Passport

Remote Tools: PCAnywhere, RDP, DameWare, Terminal Services, VNC, VPN, SCCM, Citrix, TeamViewer

Printer & Plotters: Zebra, HP, Lexmark, Dell, Cannon, IPDS, ZPL II, CPCL

Programming Tools: HTML, Batch, Basic, AS400, Script, WML, Formulas, Macros, DFU

Backup Utilities: Ghost, Drive Image, Partition Magic, ArcserveIT, Veritas, Drive Backup, BRMS

Mobile: RF Devices, iPad, iPod, iPhone, Android, iTunes, Kies, ROMs, BES, Airwatch MDM

Methods & Conformities: ITIL, ITSM, Sarbanes-Oxley, Lean Manufacturing, JIT, Muda, Kaizen, 5S

EMPLOYMENT HISTORY:

Confidential

Installation Engineer, Cincinnati, OH

Responsibilities:

  • Worked as team lead over seeing the installation & refresh of printers and computers
  • Provided onsite repair & upgrade of POS systems equipment & network infrastructure
  • Performed onsite audit of MFP printer & POS computers systems for upgrade & refresh projects

Confidential

Network Analyst, West Chester, OH

Responsibilities:

  • Used WhatsUp Gold to provide network availability & application assurance in a 24/7 NOC
  • Supported client network applications & windows 7 & 10 network connectivity issues
  • Supported managed & non-managed ISP services for POS systems edge networks
  • Provided managed support for Sonic Wall & Fortinet Firewall/Routers & switches
  • Responsible for escalation & follow up resolutions for all edge network system failures

Confidential

Production Support Analyst, Kenwood, OH

Responsibilities:

  • Monitored production systems using Email, Solar Winds, Tidal, Autosys, Logic Monitor and other tools
  • Supported midrange and Unix production system upgrades, outages & modifications
  • Used SCCM & Service Now to escalate and create incident & problem tickets
  • Responsible for escalation & follow up notification of all & any production system failures
  • Used & Supported end user problems using office 365 & windows 7 & 10 desktop clients
  • Provided Microsoft A.D. support for new user request & security profile changes for end clients

Confidential

Network Services Support, West Chester, OH

Responsibilities:

  • Provide resolution for technical problems for requests from clients via phone or web portal
  • Assume ownership of problems from clients, & escalated to insure the problems are resolved promptly
  • Followed-up with clients and utilize case handling & closure policies to insure customer satisfaction
  • Completed MACD requests for clients, using CUCM and UCCE for phone setup and support
  • Used Cisco Unified CM to manage call scripts, routings and dialing campaigns
  • Supported and used end user problems using office 365 & windows 7 desktop clients
  • Created weekly reports for customers using ConnectWise data and reporting tools
  • Used RTMT, PRTG, SolarWinds to monitor customer Infrastructure & call centers.
  • Utilized current & historical data with IP tools like tracert, nslookup & netstat to qualify network alerts

Confidential

Installation Engineer, Cincinnati, OH

Responsibilities:

  • Performed onsite audit of MFP printers for scheduling printer replacement to prevent downtime gaps
  • Worked with onsite management & printer refresh team installing Confidential MFP printers & copiers
  • Resolved legacy application printer issues & worked with asset management team for printer disposal

Confidential

Level ll & Mobility Support, Erlanger, KY

Responsibilities:

  • Responsible for Apple activation lock device unlock procedures for re-purposing corporate devices
  • Maintained mobile asset control through asset tracking procedures adhering to site control protocols
  • Created purchase order recommendations & diagnosed defective units for warranty replacement
  • Admin of BES & AirWatch MDM server security profiles & applications for BlackBerry, Android & Apple
  • Used Airplay & Video Conferencing support for setting up Smart phones in remote locations
  • Provided IT staff and end user for local and remote sites for Apple and Android products
  • Reduced incident requests 25% by creating & distributing end user self-care & service documents
  • Performed ticket triage & assignment, asset & software inventory tracking using Remedy BMC
  • Supported the migration from Lotus Notes to MS Exchange for computers and mobile devices
  • Provided 2nd level user support for computer system software, hardware, printers, plotters & phones
  • Provided web & video conference meeting support using various Video & Polycom systems for domestic & international ISDN conferencing using BT-One & AT&T bridged services as needed
  • Used USMT and PSexec for querying computer information, migrating profiles & programs
  • Administrator of Active Directory Users, Computers & Groups using Net IQ DRS & Microsoft A.D. tools
  • Used SCCM server to image new laptops, desktops for Windows 7 32bit & 64 bit O.S & XP 32 bit
  • Desktop, Laptop security controlled by Lumensia & encryption by Data Armor using Policy Server

Confidential

Lead Network Technician, Blueash, OH

Responsibilities:

  • Setup & tested VOIP Polycom phones, users, groups, attendants, dial plans using eZuce open source
  • Setup, configured & tested edge network tunnels using Cisco 800 router, Cisco 300 switch with a fail over tunnel using Cradlepoint 4g wireless access point for POS LAN/WAN connections
  • Created test control check sheets, quality checklists, workflow procedures & packing checklist

Confidential

Lead WMSS Analyst, Hebron, KY

Responsibilities:

  • Created & updated Cisco AP device lists, credentials & s connecting 300+ devices
  • Supported code 39 bar coding for Teklogix devices for shipping, receiving & picking lines
  • Utilized ping, tracert, nbstat to trouble shoot TCP, DHCP, DNS, database & network connections
  • Developed QL420 Zebra menus & programs using WML & CPCL & resolved QL420 ROM WIFI bug
  • Improved inventory integrity & program break fix cost by identifying IPDS AS400 bar code bug
  • Resolved network & telecom cabling issues and over seen office & warehouse infrastructure moves
  • Installed & managed Windows CE images for 300+ Teklogix WIFI terminals using Stay-Linked
  • Setup battery life cycling & testing for 1200+ batteries using Lead Acid, NI-CAD & Lithium Ion
  • Supported Avaya phone hardware and telecom cabling for office and warehouse moves
  • Administrator of account creation, deletions & job runs, disk utilization’s & database integrity
  • Prepared backups using BRMS utilities for off-site storage cycles conforming to Sarbanes-Oxley
  • Monitored hourly: communication lines, CPU & disk thresholds, locks, failed applications & devices
  • Supported & created macros for production using Rumba, Client Access, Arpeggio & MS Access
  • First Analyst to achieve a perfect internal preliminary audit of Sarbanes Oxley procedures
  • Setup Peregrine Service Desk templates, quick codes & created queries for trending & analysis
  • Supported Active Directory & Lotus Notes deletions, creations, password resets & databases
  • Reduced Administrative load by installing an HP Jet Admin service for 300+ HP & Zebra printers
  • Supported multiplexed audio & video equipment for large scale presentations & videos
  • Used ghost imaging for laptops & large desktop roll outs, restores & updates
  • Provided & support for Office upgrade for apps databases & files
  • Created & updated SOP’s to ensure uniform knowledge & support by all team members
  • Supported Blackberry hardware replacement, application trouble shooting & ROM updates

Confidential

Service Desk Specialist, Cincinnati, OH

Responsibilities:

  • Created, monitored and updated high priority Service Desk alerts for outages & high impact issues.
  • ISeries Admin for the creation & deletion of accounts & investigation of all suspect or failed logons
  • Owner of Track-it server hardware & software 24/7 availability using Server 2003 & database updates
  • Maintained incident & work order ticket programming, routing & severity level updates
  • Supported secure remote access using Cisco Secure VPN with RDP, VNC & PCAnywhere
  • Used Surveyor & Operations Navigator to view, change & transfer data files from AS400 to PC
  • Supported M.S. Exchange, Office migration & formula, macros and programs

Confidential

Service Desk Supervisor, Cincinnati, OH

Responsibilities:

  • Supervisor of all Service Desk activities and responsible for high priority SLA's alerts & outages
  • Documented & tested program enhancements for the ISeries & Motorola mobile devices
  • Developed incident linking & embedding logic, parent & child hierarchy for Domino ticketing system
  • Monitored communication lines, CPU & disk thresholds, locks, failed applications & devices
  • Project Leader developing self-service request system for Service Desk work order and incidents
  • Performed statistical analysis of all calls past and present using IntelliView to identify call counts, first call resolution, average talk times & to identify call trending & resolution patterns
  • Implemented Service Desk linking & embedding logic, parent & child hierarchy & Asset tracking
  • Project Lead for aligning SQL & ISeries zip code data to reduce home office transmission errors
  • Worked with in Sarbanes Oxley control environment for application testing and security access
  • Resolved ERP application transmission errors for payroll, billing & accounts payable uploads
  • Performed hourly checks for comm. lines, CPU & disk usage, jobs, locks, AbEnds & failed devices
  • Setup e-mail & pager notifications for critical servers, databases and auto-generation of tickets

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