We provide IT Staff Augmentation Services!

Lan Specialist Resume Profile

Summary

I am a professional with over 20 years of experience in IT Hardware/Software support and customer service. This includes but not limited to team management and development. I am dependable, result oriented, well organized planner with a successful track record in project management, customer satisfaction, and promoting productivity. An individual who is eager to learn and can effectively handle multiple task under stressful situations. Expertise includes team supervision, database administration, network administration, quality assurance, and developing improved methods.

Professional Experience

Desktop Support Representative

Confidential

  • Served as Desktop Support Representative for IBM, in direct support of AT T. Daily activities include but not limited to installation, setup, repair, and performing diagnostics on a wide variety of computers, laptops, peripherals, and associated printing devices. Performed troubleshooting of related software such as Microsoft Office, Microsoft Outlook, McAfee Antivirus, and firewall activity. Used AD to manage users and computers to include additions, removal, and maintenance of group policy updates.
  • Delivered prompt professional response and timely resolution to all requests for services.
  • Worked with technical support analysts, strategic projects analysts, technicians, managers and vendors.
  • Maintained detailed notes on network architecture and ensured appropriate licenses and certificates were valid or purchased. Updating of all customer information upon each contact.

PC/LAN Specialist II

Confidential

  • Served as a PC/LAN Specialist II for Richland County. Provided technical support for all desktop equipment to include solving computer problems, modifying applications, and resolving issues regarding Wi-Fi/LAN access points. Served as a consultant on software and hardware installations as well as maintenance procedures and networking printers. Responsible for purchasing of hardware and software to be used to establish, enhance, or repair computer components and peripherals. Expertly skilled in the use of Microsoft Active Directory, Exchange Server, SQL Server, and MS Sharepoint administration.
  • Maintained detailed notes on network architecture and various applications used by each department within the Richland County Administration Offices.
  • Conducted departmental wide inventory to ensure appropriate licenses and certificates were valid.
  • Updating of online inventory of all customer information to include needs and restrictions pertaining to confidential information

Analyst, Tech Infrastructure

Confidential

  • Served as desktop support for the company helpdesk. Responsible for installation and support of computer hardware and software. Provided support and service to remote locations, and tracking of tickets/dispatch support in the appropriate locations. Conducted troubleshooting as required to satisfy requests by Technical Support customers. Installed PCs, printers, and other PC related equipment.
  • Works with technical support analysts, strategic projects analysts, technicians, managers and vendors.
  • Works directly with the customer both in person and by telephone to satisfy customer requirements.
  • Maintains documentation on work in progress, work completed and prepare reports as required by management.

Network Specialist

Confidential

  • Served as the network administrator for individuals with home based businesses and individual networks. Specialized in technical support and solving computer problems, modifying computer applications, and resolving issues regarding Wi-Fi/LAN access points. Served as a consultant on software and hardware installations as well as maintenance procedures and networking printers. As the Local Administrator I often had to configure, install and conduct maintenance of windows servers and network devices such as firewalls, routers, and switches. This was accomplished through VPN, Team Viewer, or RDP.
  • Consistently achieved 100 customer satisfaction with an average response rate of 73 . This was done through clear communication and understanding of what the customers required to resolve the issue at hand
  • Averaged 40 growth over the first 13 months of business due primarily to customer referrals. Annual revenue was projected to reach 117,000 in the second year.
  • Maintained detailed notes on network architecture and ensured appropriate licenses and certificates were valid or purchased. Updating of all customer information upon each contact.

Process Automation Coordinator

Confidential

  • Served as primary service support for the Group Individual Marketing area. First call response for approx. 38 Marketing Sales Reps. located statewide. Performed a variety of implementation changes for deployments of new equipment including virtual machines VMWare , application installation, network devices, VPN access/tunneling, network devices, setting up firewall rules. Developed marketing database that allowed to better track incoming / outgoing equipment as well as Hotline calls. Maintained the CRM Goldmine database for approx. 1.7 million records.
  • Provided workstation support for all desktop, laptop, printer, network connectivity to include LAN/WAN Wi-Fi. Excellent knowledge of general PC applications, such as, MS Exchange, MS Outlook, MS Word, MS Excel, MS Access, and MS PowerPoint.
  • Managed and maintained the Goldmine CRM database. This was done with Server 2003 and Active Directory Domain Services. Implemented, configured and managed Active Directory users, groups, permissions and group policies.
  • Complete understanding of Windows Server 2008 network infrastructure along with the implementation and configuring of IP v4/v6, DNS, DHCP, IP routing, remote access and network access protection

Technology Support Specialist

Confidential

  • Monitored 23 CICS regional connections for the southeast area. Served as first level and proactive support for Network Services Group LAN/WAN . Monitored firewall and FTP connection activity for 1800 employees. Provided summary reports for management monthly, bimonthly and weekly conferences. Used SAP Basis to troubleshoot and support web applications. Provide input/direction into new technologies and best practices including patching, anti-virus, imaging, and network monitoring
  • Co-developed online knowledge base for employee troubleshooting to promote self help and professional growth. Resulted in a decrease in daily call volume. Served as the primary technician for web application support. Effectively handled 85 of technical support questions generated from the BlueCross BlueShield homepage visitors.
  • Developed training manual for web based applications for departmental staff. This increased first call resolution level and resulted in greater customer satisfaction.
  • Researched and upgraded desktop hardware and software pertinent for daily operations.

Technician III

Confidential

  • Supervised 5 staff members responsible for daily processing cycles for 30 outsourcing customers. Conducted annual salary reviews and performance appraisals.
  • Planned, developed, and implemented Production Web Server Support Help Desk. Resulted in technical response time being reduced by 60 . Provided management with historical tracking device and served as a marketable service.
  • Organized and executed a wall to wall inventory of all departmental electronic equipment. This included but not limited to all desktop software and hardware.
  • Ensured appropriate licenses and certificates were valid or purchased and eliminated unnecessary overhead expenses.

Sr. Operations/Programs Analyst

Confidential

  • Responsible for policy management, daily processing cycles, management reporting, maintaining service times, and production control totals for 30 accounts. Provided outsourcing support for CSR's and developed customized reporting for account managers.
  • Developed and automated bank reconciliation process for SunTrust National Bank. Reduction of processing time by 50 .
  • Researched and developed a modification process for cycle run time improvements. Reduced overall runtimes by 30 ensuring service times and system availability were consistently met daily.
  • Automated monthly policy reporting process for Florida Residential Property and Casualty Joint Underwriting. Reduced selection process time and resulted in a savings of 76K per year.

Hire Now