Professional Summary

• I am a Computer Information Systems degree holder with several years of knowledge in the field. I possess a resourceful educational background combined with valuable work experience resulting in an exceptional skill base in areas of information technology, employee training, and customer service. I have also proven to be effective at handling multiple tasks in a busy and challenging work environment which have lead to referrals from corporate executives for employee training and new software testing. I am seeking an IT Support Specialist position leading to advancement and growth potential.
• 10 Years of managing, and resolving complex IT issues.
• Expert in Lotus notes 7.1 and 8.5, and Exchange Cloud Servers
• Vmware Hypervisor Host and Node Server support latest VMware 5.0
• Expert in managing SAN for Vmware Servers Expert in offering advance helpdesk support for all windows and mac operating systems
• Windows 2000, Windows XP, Windows Vista, Windows 7 and 8
• DNS management and troubleshooting.
• All printers, Digital Senders, Print Server Setup and installation.
• Expert on backing up File servers, Net vault managing and running backup jobs.
• All Remote Desktop Software, VPN support
• All Cisco Routers, Switches, configurations and installation to include troubleshooting
• Debugging windows, registry edit and repair all windows OS repartition/ reimaging
• Expert managing firewall server and managing access rights and restrictions / policies and requested ports.
• Expertise in Windows 2000 server, Windows 2003 server, Windows 2008 Server

Software Experience

• MS Office/Office Suites/VMWare Server, SUN VirtualBox, Citrix
• Norton Ghost, Visual Basic.NET, SQL server 2005, ePolicy Orchestrator/McAfee
• Java, Active Directory, Sharepoint, HTML, Photoshop/Interliq/Touche
• Flash, Windows Server Update Services, Visual Basic
• Lotus Notes, Magic Help Desk, Dell Open Manage, Symantec Client Security
• Resume of John Ragule, page 2

Operating Systems

• Windows 8/7/Vista/XP/2000/ME/98/95/NT
• Unix/Linux/Sun Solaris/Unisys
• Ubuntu/Redhat/Fedora/OpenSUSE/Debian

Networking Experience Knowledge

CONFIDENTAIL

Professional Experience

Help Desk Technician,

CONFIDENTAIL

• Migrate and support end users from Windows XP to Windows 7 using System Center Configuration Manager.
• Responsible for management of the IT infrastructure to include desktop support and systems administration
• Assist individuals with all aspects of computer troubleshooting pertaining to their desktop and laptop devices
• Perform hardware repairs on PCs and laptops when necessary, replace parts as needed
• Troubleshoot problems with different types of electronic devices including smart phones, stereo equipment, and electronic wiring
• Evaluate and determine the most efficient software, hardware, or platform needed to resolve the customers technology or electronic issue
• Troubleshooting Windows 8/7/Vista/XP/2000/ME/98/95/NT issues
• Responsible for securing all resources and managing virtual machines and VMWARE
• Maintained my company's network hardware and software

• Manage numerous production and backup file servers, license servers, and Domain Controllers in both a physical and virtualized environment utilized

Chronicle of Employment Continued

• Worked with VMware Workstation and Player, Microsoft Virtual PC and Parallels
• Support Troubleshoot MS Office Suite 2003, 2007, 2010, Lotus notes 7 8 issues
• Did Configurations and deployments of standard desktop images and component specific software packages via LAN Desk Remote Desktop Management System software deployment, patch management, ticket, asset management
• Firewall maintenance SonicWall and Barracuda , network switches, cabling systems CAT5, CAT6
• Operated and controlled Lotus Domino Server, maintained Lotus mail clients and databases
• Provided support for users transitioning from Lotus Notes Mail to MS Outlook 97
• Windows Server installations and maintenance and Terminal Services
• Diagnosed and reported network outages and intrusions by testing connections and liaising with the network administrator to reboot or refresh servers
• Preserved security of company data, networks, and equipment by detecting and cleaning viruses and malware
• Liaised with the networking team to open ports and adjust proxy and firewall settings to permit secure remote network access
• Monitored the network to ensure network availability to all system users and performed necessary maintenance to support network availability

Help Desk Technician,

CONFIDENTAIL

• Responsible for management of the IT infrastructure to include desktop support, network and systems administration
• Responded to trouble tickets, analyzed and resolved complex technical problems as they arise
• Installed, tested, configured, and monitored the troubleshooting and maintenance of all server hardware and software.
• Scheduled, planned, and performed system upgrades, including coordinating the transition from test to production environments.
• Analyzed problems while working with and relating to other technical specialists to determine which operating systems would be best for the client's specific environments.
• Going through a hardware refresh project of installing new VMWare workstations and new monitors.
• Tracking all incoming assets, disposal of old assets and user assistance with new equipment
• Support Troubleshoot MS Office Suite 2003, 2007, 2010, Lotus notes 7 8 issues
• Facilitated network and computer installations, configuration, and support provision
• Maintained Lotus mail clients and databases
• Diagnose WAN and LAN network outages and performance issues by pinging servers, testing connection speed, and liaising networking teams
• Monitored the network to ensure network availability to all system users and performed necessary maintenance to support network availability

Chronicle of Employment Continued

Help Desk Technician,

CONFIDENTAIL

• Provide network management and all Windows XP, Windows 7 8
• Assessed, diagnosed and resolved a wide variety of computer issues both hardware and software related through phone and email
• Provided desktop support, server administration, network administration, and technical support
• Setup and configured VMware Workstation 7 and 8
• Addressed and resolved end user complications pertaining to the system server, software updates, resetting of passwords, and various other tasks in an effective and timely manner
• Installed/Uninstalled software as directed.
• Multitasked between incoming helpdesk calls and ticket items to effectively and efficiently resolve the matter for end user satisfaction
• Monitored the network to ensure network availability to all system users and performed necessary maintenance to support network availability

Help Desk Technician,

CONFIDENTAIL

• Acted as a liaison between customers and all departments within the credit union, to effectively troubleshoot and correct banking related problems thus providing solid solutions in a timely manner
• Routinely managed a high volume of phone calls e-mails to assist customers with concerns pertaining to updates to online banking features
• Consistently looked to by management as first choice to teach and demonstrate banking software to new employees
• Frequently involved in the testing of new software being considered for purchase to be utilized by the credit unions employees for front line transactions.
• Regularly shadowed employees to oversee the usage of new software to combat any potential transaction error issues
• Assisted users with backing up data and the migration to new hardware.
• Provided end user training in general computer use and in specific the Financial Services Platform FSP software to complete all banking transactions and also the software Interlinq to manage and service all amortized mortgages and home equity loans
• Provided password resets for accounts and additional other programs and applications.