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Click here or scroll down to respond to this candidateCandidate's Name
Street Address AJ LANE EMAIL PHONE NUMBER AVAILABLE CellSELMA, NC. Street Address EMAIL AVAILABLESUMMARYExperience IT technical support specialist with 10+ years of experience. Thrive in a fast paced, high-volume environment. Excellent communication and interpersonal skills; builds rapport and relationships with clients, peers, and senior management.SUMMARYCurrent Software Experience: Windows Server 2003 2012 R2, Help Desk, Desktop Support, Vista, 7, 8, 10, and 11, Aestea Ticketing System, Remedy, Zendesk, Sales Force, Vmware ESXi, Citrix Xendesk VDI, Vmware NSX, ESX V-Center, Load Balancer Phone and Email Support, Remote Desktop Management Software, SAP Compliant, Lotus Notes, Outlook, Active Monitoring (Axeda), IIP Software, Reader Software, Drypix Software, Velocity Software, Microsoft Office Suite 2000, 2003, 2010, Retail Pro, SQL Management Studio, SubwayPOS, VOIP, NCID, Ominxx and VPN (Cisco Any Connect, Junipter, Checkpoint, SonicWall) client support, ETROL360 degrees facility management & monitoring solutions, RACFExperience: Helpdesk, Desktop Support, Server Monitoring, Formatting, Installing and Upgrading Computers, Laptops, Norton Anti-Virus, IIS, Network Connectivity issues, MS/DOS, Outlook, Mapping drives, Network Support, Veritas Backup, Active Directory, Cabling, Tivoli, Netview, SQL, VPN, Dame Ware, Remedy, Active Monitoring, Zendesk, Astea, TCPIP, Metrix, AS400, LAN/WAN issues, Par6000, Par7000, HP RP7, Cisco phone system, Zendesk, Salesforce, Remote support installing and updating different applications, Upgrading, Staging Computers, HL7 support, DICOM troubleshooting, Medical InformaticsPROFESSIONAL SUMMARYState of North Carolina Raleigh, NC 03/13/2023-PresentTechnical Support AnalystWorking for the State of North Carolina as a Technical Support Specialist assisting State Employees with technical issues. Imaging and setting up laptops for new employees. Answering phone calls as well as monitoring the ticket queue through ServiceNow. Assisting employees over the phone or face to face with issues. Installing applications and setting up printers on laptops and desktops. Setting up new employee accounts for access in AD as well as deleting accounts and giving users permissions to different folders. Creating new email accounts. Activating ports. Remote into systems to help install software with admin credentials. Installing software through SCCM. Monitoring inventory and ordering new equipment. Secret ClearanceTeledyne Technologies Durham, NC 11/15/2021-03/10/2023IT Technical Specialist 3Working at Teledyne Technologies providing tech support for our Durham, NC and Charlotte, NC locations by evaluating, and prioritizing all tickets assigned to the sites deskside support group and resolve issues efficiently and effectively. I am also the procurement point of contact ordering new equipment and software for both locations. Support for peripherals such as monitors, scanners, external hard disks, USB devices, keyboards, mice, the conference room. Handling servers and the network for the entire office. This would include running network wiring and adding systems to the network. Building new servers and installing Ubuntu. Working with Rancher to keep the servers working at peak performance. Research and utilize necessary resources to troubleshoot new and complex problems. Setting up users and computers in AD as well as deleting accounts and giving users permissions to different folders. Secret ClearanceDepartment of Defense Seymour Johnston AB, NC 4/12/2021-11/12/2021Computer AssistantWorking at Seymour Johnson Air Force Base administers and maintains Logistics Readiness Squadron information systems hardware. Verifies that all equipment attachments and power support items are approved and in compliance with existing regulations, directives, and vendor specifications. Recommends selection of, installs, upgrades, and maintains supply software. Performs system software control and library functions in SCCM. Serves as the Logistics Readiness Squadron alternate network security officer. Setting up new employee accounts for access in AD as well as deleting accounts and giving users permissions to different folders. Plans and implements security plans, procedures, and training to comply with Wing, Air Force, and Department of Defense standards. Provides guidance, assistance, and training to Logistics Readiness Squadron customers. Provides on-going technical advice and guidance to customers, both inside and outside of the immediate organization. Secret ClearanceWakeMed Health and Hospitals Raleigh, NC 2/22/2021 4/9/2021Technical Support Analyst, SrWorking at Wakemed providing Tier 1 technical support by receiving and triaging all incoming phone calls, emails, and tickets of the Information Services (IS) Service Desk through ServiceNow with the goal of first call resolution. This position addresses the immediate needs of the customer based on the ability to provide clinical care to patients. Provides consultation, support, and/or basic instruction to users of hardware, software, operating systems, telephony, unified communications, identity management, networking, or other information technology-based systems located throughout WakeMed. Provides just-in-time training if needed. Setting up new employee accounts for access in AD as well as deleting accounts and giving users permissions to different folders. Differentiates between issues related to software, hardware or network and determines resolution or escalates to appropriate support personnel. Consults with clients and other technicians, specialists, and analysts including working with vendors and external organizations soliciting relevant information to resolve non-routine problems.Department of Health and Human Services Durham, NC 09/20/2019 02/19/2021Operations TechnicianWorking at the Department of Health and Human Services providing business analysis, technical documentation, and production application support over one or more applications in a team environment developing deliverables for all phases of the software development lifecycle, solving common problems, and providing successful automation solutions to meet various business requirements. Operate and maintain critical software applications including multiple interfaces for the Income Eligibility Verification System and the Consumer Data Warehouse. Resolving ServiceNow ticketsNC State Bureau of Investigation Raleigh, NC 08/10/2015 09/19/2019User Support TechnicianWorking at the State Bureau of Investigation assisting LEOs and FBI with laptop and desktop and phone issues, resetting or unlocking Ominxx, VPN, NCID, AD passwords. Through ServiceNow Handle 2nd hit confirmations and send out broadcast message throughout the entire state of North Carolina. Running offline searches after hours. Imaging new laptops, installing Outlook, Office, and other software strictly for SBI agents to use in the field. Add new laptops and users to Active Directory as well as deleting accounts and giving users permissions to different folders. Setting up new employee accounts for access in AD as well as deleting accounts and giving users permissions to different folders. Watch queues for stacking issues to make sure queues are down. Setting and releasing alt routes for terminals. Assisting user to SCCM to install update software. Monitor system for alerts from in state and out of state bulletins and forward to correct agencies. Monitor BMC ticketing system and assigning or resolving issues. Opening, closing or assigning BMC tickets from internal and external customers calling into the CSC center. Exporting files through RACF. Enter, clear, and locate wanted persons, monitor temperature and AC units throughout bldg. using ETROL360 degrees facility management & monitoring solutions. Opening, closing and escalating trouble ticketsIBM Durham, NC 04/2015 08/2015Level 1 AnalystContract position with CDI at IBM as a Smart Cloud Managed Backup (SCMB) Level 1 agent is expected to operate Working a contract position and recover services for various backup and restore platforms, using various operating systems, subsystems and program products, related input/output equipment and teleprocessing equipment along with monitoring backup job flow and proactive monitoring of systems and networks. Will assist in Disaster Recovery operations and recovery/restoration. Responsible for monitoring ticket queues, email and phone calls for provisioning service start-ups and fulfilling restore requests and resolving operational problems.TDarx Cary, NC 01/2015 03/2015Technical Support EngineerContract position with The Select Group at TDarx monitor servers in the NOC center from different locations throughout the United States. Completing trouble tickets to document alarms and escalations on issues that occur on servers from 2003 -2012 R2 through ServiceNow. Doing research on tickets for a resolution on issue such as ping IP addresses for communication, find out about low space and physical memory problems, start services, and see which services are using a lot of CPU and memory usage as well as checking the event viewer for issues through VMware, sending emails and calling the on-call on alerts. Using Zendesk and Salesforce ticketing system. Put in notes on what was done and close tickets or assign tickets to L5 for further investigation.Piper Technologies Youngsville, NC 08/2014 01/2015Field ContractorWorking as a field contractor traveling to the different Foodlions throughout NC, SC, VA, TN, and PA. This would entail face to face removing / install their computer system, setting up the customer service counter, installing new network cables, imaging, and configuring new systems, connecting all equipment to the network, and making sure the systems are up and running. Performing service calls to repair or replace equipment.Victorinox Swiss Army Monroe, CT 06/2014 08/2014IT Support TechnicianContract position with TEK System at Victorinox Swiss Army supporting 13 store locations throughout the United States. This job entails face to face or over the phone with Canada and headquarters employees with technical issues. Supporting RetailPro computer systems, re-images computers, setting up stores to process credit cards, register issues, setting up emails, adding users to groups in active directory supporting the stores and headquarters employees with hardware and software issues, new employee system access. Remote support to back office, face to face with headquarters employees and troubleshooting PC and MAC issues. Replacing equipment, repairing equipment. Travel to stores to repair issues. Using Track-It ticketing system to create and complete open tickets.Subway Headquarters Milford, CT 10/2013 6/2014TechnicianTroubleshooting and resolving Tier 1 and Tier 2 issues with store POS systems or home office applications by remote access using Team viewer. 100% phone support handling up to 40 calls and responding to emails or voice mail messages. Updating and making changes to SQL management studio for the stores. Escalate tickets using Footprints when issues cannot be resolved. Showing users how to use the home office applications through VMware to add taxes, prices, and make changes to their menu in SQL. Upgrading the stores POS (HP and Par) system from Windows XP to Windows 7. Staging POS system by transferring files to the system, installing and running the new applications. Assisting HQ employees, overseas employees and field reps with password resets or application issues. Checking paperwork on new stores and assigning new software licenses to the stores.State of Georgia Atlanta, GA 04/2013 08/2013Federal Helpdesk SupportContract position with Dell at the State of Georgia providing 100% phone support troubleshooting and resolving Level II issues over the phone with employees. Resolving application and computer issues with the State of Georgia ticketing system called Maximo. Remote into end users computers using PC anywhere to resolve application can include Microsoft Office suite, State of Georgia applications, GroupWise and Outlook email, Novell access problems, networking issues, VPN client access issues, running spyware, anti-virus software, ordering new hardware to be replaced on end users laptop or desktop computers when hardware issue cannot be resolved over the phone.Intimacy Atlanta, GA 10/2012 01/2013System AdminWorked directly with the radiology department configuring DICOM devices to communication with the PACS system. Troubleshooting level, I HL7 issues, resolving networking & storage issues. Resolve remote users connectivity issues over the phone or by remote access using VMware. Assist level II support with critical Oracle database problems. Escalated & worked directly with 3rd party vendors on critical issues. Managed backup software for medical data storage & answered end users calls in a fast-paced environment.Fujifilm Medical System Stamford, CT 01/2007 09/2012Technical Support EngineerTroubleshooting level, I and II biomedical equipment issues 100% over the phone in a fast-paced environment with clients across the world with imaging and X-ray issues. Sending emails to clients about resolutions to their system issues. Talking with peers about issues the site is having and finding the best resolution. Escalating calls to Product Specialist before creating a trouble ticket using Zendesk before changing over to Astea ticketing system to a field engineer. Assist field engineers with issues such as IP address configurations and installation of equipment including ghosting. Answering and resolving issues with desktop support with hardware, Fujifilm software, or OS software issues as well as imaging equipment such as Velocity, Speed Suite, Flash IIPs that are on 2000, 2003, XP, Vista, Windows 7, Carbons, Clearview, XG5000, printers which includes Drypix 2000, 4000, 4000 Plus, 5000, 7000, FM-DP L, FCR GO 2, and Mammo units. Monitoring Axeda for server issues and opening and closing Astea trouble tickets.EDUCATION SUMMARYUdemy OnlineSecurity + - Studying.Johnston Community College Smithfield, NCCommercial Building AutomationSafe Haven Training Institute Zebulon, NCHVAC EPA Universal CertificationUniversity of Bridgeport Bridgeport, CTBachelors degree in business administrationGibbs College East Norwalk, CTA.A.S Degree in Computer Network OperationsCertificate in Computer Technical SupportUS Army Virginia Beach, VALongshoremanState of North Carolina Raleigh, NCNCID CertifiedFederal Virtual Training CertificatesReverse EngineeringCDM Module 1-5Cyber Security InvestigationIntro to Threat Hunting TeamsCMaaS Technical OverviewCyber Fundamentals for Law Enforcement Investigations |
