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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Rockmoor Ridge RD
Charlotte, NC Street Address
EMAIL AVAILABLE
Phone; PHONE NUMBER AVAILABLE
Home:PHONE NUMBER AVAILABLE
Professional Overview: A network support professional with 15+ years experience supporting various hardware and software technologies including Servers, Desktops, Printers, Routers, Remote Connections.
Education:
New Horizon Computer Learning Center
Cary, North Carolina
CompTIA Network+ Certification:
ECPI College of Technology: Hampton, Virginia
Associate Degree Computer Technology
Libby Training Center: Silver Springs, Maryland
A+ Certification
Community College of the Air Force: Hampton, Virginia
Associate Degree Photographic Engineering
Central Piedmont Community College
Certificates for Net 125, Net 126, Net 225, and Net 226
1972-1992 United States Air Force Retired
Technologies:
Microsoft Office 2003 and Office 2010, Windows Server 2003 and 2008 R2, Adobe Flash, Adobe Reader, Visio, SharePoint user connectivity (file security access permissions), Windows XP, Windows 7, Proprietary applications (e-citations, 911 call center application), Tivoli Management Systems, ARP, AARP, RARP, HSRP, RIP, IGRP, SMNP, TCPIP, and TELNET, Ethernet, FDDI, Frame Relay, and ISDN. DSL, FTP, HTTP, IPX, link state routing, NetBIOS, NSF, OSFP, PPP, Proxy ARP, SMTP, POPS, Token Ring, UDP, IMAP and x.25, Cisco VPN, Dameware
Experience
Desktop Analyst Oct 2013 Mar2016
Duke Energy Charlotte, NC
As a Desktop Analyst the following tasks were performed to assisted Duke Energy
Clientele to meet job expectation and meet all task requirements:
Utilized Piccaso Incident ticketing system to track, document and monitor, and escalate tickets to the next level for resolving issues
Remote into client computers with Bomgar Remote software to perform virus removal, application software support ie. Office 20 10, mainframe and proprietary
software s
Supported Avaya Telephone System resetting voicemail password, configuring telephone numbers, setup remote login through VPN with avaya communicator and Avaya manager.
Used Courion Client self-password reset to assist and train client to reset own password
DAE Duke Application Environment Software Database to upgrade and update clients computer through the Software Center Application
Utilized TIS Telephone Information Systems console to update and maintain current location of Client within the company and assignment changes.
Utilized RSA Remote Authentication console to create pin number for Keyfob, Software and On-Demand RSA Token as well as installing software tokens on Laptops and cellphone
Utilized Good and Airwatch Console to support client work email and other apps on personal and compamy issued cell phones
Utilized Active Directory to create user and computer accounts, reset and unlock accounts, create share accounts for SharePoint sites, joint computers to and from domains, create OU s
Performed configuration settings on Microsoft Office Communicator and Skype for Business Instant Messaging
Reset Mainframe/Putty/Unix password
Utilize Citrix Applications: Xenserver, Xendesktop, Citrix Client and Desk Top Directory for creating, maintaining, monitoring, troubleshooting, and upgrading VM s (Virtual Machines)
Utilized SSCM to push software to client computer on a periodic basis to keep laptops and desktops consistent with company policies and procedures.
Use Linux CLI for creating and maintaining directories, file structures and creating and user accounts
Desktop Support Analyst Feb 2011Oct2013
City of Fayetteville Fayetteville, NC
PRIMARY DUTIES:
1. Supports over 3, 000 city employee desktops, hw, applications and peripherals including Windows XP and Windows 7, Microsoft Office 2003 and Office 2010, 911 Call Center Application, Patrolman (Police) E-Citations Application
2. Installs and configures personal computer for the city's departments and division's users; assists end users with access problems; checks, maintains and repairs personal computer equipment and software.
Fields over 60 calls per day as Tier 1 Call Center team member for local and remote user issues. Uses remote connectivity software, Dameware, to connect to any employee in the city, as well as Police mobile users. Provides Phone or Site visits for owned troubleshooting tickets.
Success Rate of 85% in resolving issues either locally or remotely
3. Install, maintain and repair the VOIP telephone system.
4. Check and ensure that all computer system backups are performed for
the end users and City administration computer systems; troubleshoot and
identify problems with backups; operate and maintain all equipment
associated with backups including computer consoles, on-line and
off-line peripheral equipment; create and maintain files to catalog all
magnetic media.
5. Coordinates, maintains and monitors daily operations of midrange
administrative computer systems and network using Tivoli management system tools
9. Set up user accounts on IBM, AS400 & MS Network.
10. Catalogs and maintains inventory of all personal computers, monitors, keyboards, hard drives, modems, network cards, telephones and other components and equipment used throughout the City.
11. Assess needs for performance upgrades to end-user computers;
implement desktop operating system upgrades, patches, anti-virus, drivers
including the installation of CPUs, I/O and NIC cards, hard disks,
ribbon cables, hard drives, RAM, memory chips, CD-ROMs, etc.
11. Tests new upgrades to ensure functionality with existing systems.
12. Documents client computer, application or peripheral equipment installations, failures, repairs, and removal.
13. Utilized Sysprep, Sysrep, Ghost and Acronis to build master image of Win 7 32, 64 bit and XP 32, 64bit for rollout of Panasonic CF 29,30,31 and Getac laptop for City of Fayetteville Police and Fire Departments.
14. Perform software compatibility test as well as trouble shooting software issues before during and after installations to ensure no incompatibilities during field operations for Windows office 2003, 2007, 2010 all police general and proprietary software s.
15. Perform windows 7 migration from windows xp utilizing Ghost sysprep and Acronis software for network and standalone.
Integration Engineer Apr 2008- Feb 2011
Smarter Systems Charlotte, NC
1. Installed Smarter Systems interactive electronic whiteboards in Education, Business and Government client locations
2. Ensured successful integration between the white board and end user client computers by using technologies (vga adapters, usb connections, Ethernet local internet connectivity)
3. Represented Smarter Systems by installing and training clients on interactive software used with the white boards
4. Performed project management duties, ensuring all client install documentation and break/fix reports were accurate and turned on time
5. Professionally interacted with clients to determine most effective install location for their business
6. Responsible for analyzing and troubleshooting white board systems to fix or replace defective parts
Network Administrator July 2007- Apr 2008
Getronics Bloomington, IL
1. Responsible for end user education and smooth transition for the Windows Server 2000 to Windows Server 2003 upgrade project.
2. Established a document control system to monitor for recurring problems or end user callback issues.
3. Briefed all end users on how the server installation would impact their
operation (file system access, user account login, internet connectivity)
4. Utilized web based application to maintain travel and expense
logs.
5. Utilize Map Quest to plan most direct and most cost effective route for project team members
6. Utilized Web Base applications prepare new server hardware to receive Windows Server 2003 operating system
7. Utilized batch files to perform server software operations such as: user data migration, server backup and restore, mapped drive configuration,
Hot fixes, server patch updates
8. Monitored server operating system load utilizing Multifunction Application
Loading Facilitator
9. Physically installed and configured new server UPS (uninterruptible power supply)
.
10. Installed network printers in compliance with established company standards.
Prep, configure and install HP 7410 all-in-one printers at each
Workstation; testing and insuring proper desktop to printer operations
11. Trained new employees on basic project management methods to be used for the Windows Server 2000 Advanced Server to Windows Server 2003 Enterprise. Edition project (how to establish ETAs with end user community, utilize the internet to manage and maintain travel expenses, log project work hours through IVR)
.
VOIP Field Technician Mar 2007- June 2007
TechniSource (Contractor) Frisco, TX
1. Installed and configured 3700 Series Cisco routers with VOIP configurations, along with Catalyst Multilayer Switch and VLAN
2. Installed individual router components such as .gigabit interface converters, MEM3745 memory flash cards, SDRAM Modules.
3. Utilized various connector configurations DB-9, DB-25, RJ45 to RJ11,
crossover, cat6 and cat5 cable, console cable.
4. Performed VOIP telephone conversions by removing old phones and installing new phone systems
5. Coordinated with Banking Service Manager (BSM or ABSM) to
provide after hour access to facility, allow for electronic facility security access,
system conversion, next day new system training for employees
6. Maintained a (4) hour problem/resolution window from initial support to resolution for any technical issues.
PC Repair Technician Dec 2003 Mar 2007
Minora, Incorporated Charlotte, NC
1. Supported desktop hardware, operating systems, applications software, Internet applications, and call-tracking application.
2. Inspected personal computer equipment and reads order sheet listing user
requirements to prepare microcomputer
3. Installed client desktop hardware and peripheral components onsite, such as monitors, keyboards, printers, scanners, RAM memory, motherboards, CDROM, all configurable PCI expansion cards, floppy drives, disk drives .
4. Loaded specified software packages such as operating systems, word
processing, or spreadsheet programs
5. Personally interfaced with clients and resolved problem situations in a
professional manner
6. Replace defective or inadequate software packages.
7. Instructed users on the use of computer equipment, software, and peripherals.
8. Recommended and/or performed minor remedial actions to correct end user problems.
9. Build, support and configure Window Server 2000/Windows Server 2003
with the following applications: File, Print, Mail, Terminal,
DHCP, DNS, Wins, and built domain controller (Active Directory) servers
10. Completely rebuild, refurbish, and upgrade computers with hardware and
software
11. Set up wired and wireless networks for homes and small businesses
12. Configured and installed routers and switches (Linksys, Cisco 1700, 2500, 2600 series)
Network Consultant Nov 2003- Dec 2003
Jungle Aviation and Radio Services (JAARS) Waxhaw, NC
1. Provided Technical support for establishing a small 200 computer network
in Togo West, Africa to include establishing and designing diagrams for
network wiring layout, construction of wiring closet and pulling and
connection all network and telephone wiring.
2. Established small LANs network with window 2000 Advance Server and six
workstations to include installing and configuring all server hardware
and software (Active Directory, DHCP, DNS) and statically
configuring IP addresses.
3. Installed all end user workstations, software and hardware components.
Research and Adjustment Analyst Mar 2000-Apr 2003
Bank of America Charlotte, NC
1. Provide specialized handling of all high-dollar fee based accounts.
2. Received, reviewed and repaired all BAI fee based account making the
necessary corrections to eliminate any account errors.
3. Researched and entered appropriate account information into the correct
database system (e.g. FBSI, STARS, GPSI).
4. Ensure proper routing of all corrected and new accounts paperwork to
BACAP Consulting Services, NFS, Fund Quest and other BAI teams.
5. Worked with BACAP Consulting Services, Fund Quest, ROS, NFS Fusses to
resolve fee based accounts issues.
6. Provide BAI management with appropriate fee based reporting e.g. NIGO,
STARS, and cycle time reporting).
7. As Lead Operation Representative provided overall coordination and maintenance for all internal operation activities; this position involved reviewing, processing and researching documentation and transactions for domestic and
international customers, commercial and wholesale bank business services
and clients.
8. Maintained effective operational support for assigned areas for internal
business partners and external customer and clients.
9. Responsible for reviewing all applications for data integrity, proper
documentation and problem diagnosis before data is entered into National
Financial Platform (FBSI) and Merlin Software.
10.Utilizes Microsoft Excel to generate Cycle Time Reports and assist the
Customer Marketing Department to accurately report the process time for
client application.
11. Provide guidance for Associates regarding procedural, technical and
operational changes
12. Served on the Focus Group for the November 2001
Associate Survey focusing on communication, reward and recognition and
leadership/career path to create action plans for resolutions to
associate concerns that were identified in the survey.
13. Serve on an Interviewing Panel, partnering with management interviewing
internal and external Clients for various positions.
Cartographer Nov 1997-Mar 2000
Earth Data International Gaithersburg, MD
1. Produced digital orthographic photography in accordance with established
procedures and specific USGS (US Geological Survey) requirements.
2. Team Lead for Digital orthographic team responsible for resolving project issues and matters that adversely affected the quality of the cartography production process.
3. Maintained equipment used to assign tasks to the team, to ensure high level
performance and generate reports to document any performance
degradation
4. Provided preventive maintenance by assigning actions that should be investigated by system operations or technical support teams
5. Consulted with Sales and Marketing to design projects and review or define scope-of -work (SOW) to meet the Clients expectations.
6. Assumed other special activities and responsibilities
Semiconductor Technician III Nov1994- Nov 1997
Intel Corporation Hillsborough, OR
1. Provided preventive and technical maintenance for daily operations, including process and production issues effecting the Nikon-SVG 90 series and Microscan III SVG-90S series systems.
2. Received training on 6780 and 8820 series Hitachi Critical Dimension metrology systems.
3. Performed calibration adjustments on incoming Nikon and Microscan III systems.
4. Utilized Unix software
5. Chemical certified in first aid for chemical spills, blood borne pathogens and inert gas cylinders.
6. Operational certified for SCBA, gas leak detection for ERT and IRT
teams.
7. Retired Military (AF) 24 July 72 to 1Aug 92 Langley Air force Base |
