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Technical Support Resume

Bloomfield, CT

SUMMARY
Computer, server, network administrator, and SQL database administrator with strong problem solving, organization, prioritization, and communication skills. Over eight years experience with hardware, software, network and server troubleshooting. Four plus years of experience with Microsoft SQL Server database management and reporting. Over 3 years of project management experience. Detailed-oriented, and able to work independently or as part of a team.

EDUCATION
Associate Degree in Applied Science, Computer Information Systems

EXPERIENCE
Confidential, Bloomfield, CT
Technical Support Senior Specialist January 2010 – Present


MS SQL Server 2005/2008: Administrate SQL Server 2005 and 2008 databases. Create/Modify and run SQL Scripts. Backup, Restore and move databases. Create SQL Agent jobs for maintenance and database automation.

Script Creation: Create DOS batch scripts to perform SQL server maintenance as well as desktop support automation. Create wise packages to install fat clients and other files on the test and training desktops. Create HTML applications with vbscript and html to automate simple tasks such as checking what global groups a user is a member of.

Software: Redgate Toolbelt for database compares and script creation. Microsoft management studio to administrate MS SQL Server instances. Other software used: Beyond Compare, TeamQuest, Ultraedit.

Testing/Training Support: Support 65 servers and 23 VB and .net applications in 5 testing and training environments from IIS to application servers to Databases.

Production Support: Handoff code moves to production support and assist production support with any issues before during or after any software release.

IIS 6.0 Administration: Build websites, virtual directories, and troubleshoot incidents with .net applications.

Code Moves: Move .net code between 5 testing and training environments.

Desktop Support: support thick client applications on 250 testing and training workstations.

Coordination: Coordinate large software pushes to 2000 plus users such as IE 7.0 upgrade or fat client installs. Also coordinate acquiring new servers or any upgrades to any of the servers, testing machines or training machines.

Confidential, Farmington, CT Distributed Desktop Specialist July 2004-December 2009


Database Management: SQL Server 2000 database backups, restores and permission script creation and management. Create ad-hoc data reports using Microsoft Access and Microsoft Excel. Used Enterprise Manager and Query Analyzer to run queries against MS SQL Server 2000 to make data changes. Setup and configure SQL Server Reporting services 2005.

Project Management: Managed small and medium infrastructure projects consisting of 1 to 5 resources and generally lasting between 2 weeks to 6 months. Examples: XP migration project of over 70 machines, lasted 6 weeks with 1 resource; also terminal server upgrade and the new systems support ticketing process. Acted as technical lead on other infrastructure projects or as infrastructure tech lead on software projects.

Server administration: Configured Windows 2003 servers for Duck Creek application; which includes configuring IIS
6.0. Administrate Terminal server for over 30 remote users.

Management: Managed the workload of 1 full-time desktop technician and 1 helpdesk technician.

System Upgrades: Claimed system releases, policy administration system releases. Used PVCS to push code to the environments.

Network Support: Handled all Tier-1 and Tier-2 troubleshooting for all network problems including servers, routers, and switches. Creation of network shares and assigning permissions as requested. Additions of network printers and scanners.

Desktop support: Handled Tier-2 calls, emails and walkup support issues. Prioritized, assigned and reassigned issues as needed. Provided superior customer service to all users.

Script Creation: Created and maintained batch files for desktop support automation.

Inventory Management: Managed all hardware inventories using Service Center.

Hardware: Provided Tier-2 support for hardware issues including diagnosing problems with computers, printers, copiers, faxes, servers and replacing parts when needed.

Software: Provided Tier-2 support for all software issues including problems with Microsoft Office, Trend Micro Anti-virus, Black Ice firewall, Duck Creek Policy administration system and Microsoft Access databases.

Tutorial Creation: Designed and created tutorials for computer use and troubleshooting.

Confidential, Amenia, NY
Technology Coordinator June 2002-June 2004


Major Duties: Supported over 100 PCs, 25 printers and over 175 users. Troubleshot Wireless and Hardwired Network problems, PCs, Printers, VCRs and TVs. Served on technology committee to decide the future of technology at Maplebrook School.

Upgrading: Directed upgrade from a 56K Frame Relay to a 384K Fractional T-1. Installed a wireless network in order to have Internet and file sharing capabilities for the entire campus. Procured 10 new computers for classrooms and 40 new Laptop computers for students.

Windows 2000 Server Management: Setup and configure the Windows 2000 servers. Setup the active directory and maintained all user accounts. Maintained Windows 2000 servers and the Follett library software.

Hardware: Supported of a mix of Dell, Compaq, HP, and IBM PC’s with Microsoft Windows 98, 2000, ME, and XP. Management of the 100mbs Ethernet LAN with a 24 port Linksys managed main switch and smaller switches. Support and management of Sonicwall firewall for web filtering and DHCP. Management of HP Jet direct and Linksys print servers.

Software: Supported and installation of Microsoft office XP and 2000, Photoshop, Inspiration, FrontPage. Norton Ghost to copy images and hard drives.

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