Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary
Acknowledged for my quick learning ability, efficient work performance, customer relationships, conflict resolve, and the ability to work in a team environment in various aspects of the IT field. Exhibit extensive experience in Computer operations, PC hardware-software, Networking Administration, Project Management, and troubleshooting skills via telephone, desk side support, and vendor liaisons. A strong firm commitment to customers and employee service.
Skills
Windows Administration\networking\Active Directory domain structure
Windows Server 2000/2008/2012
Experienced in operational systems to include (Windows XP, 7, 8, 8.1, 10)
Experienced Microsoft Office/ 365 (Outlook, Word, Excel)
Research Analysis (Software testing and research)
Client Relationship Management (CRM) with other lines of business
Vendor Relations (IBM, Dell, Intel, McAfee, Symantec, HP, and various others)
Perform system maintenance tasks to minimize the risk of computer outage/Virus detection
Working knowledge of Workgroup and enterprise server hardware platforms
Sharepoint admin work as well as documentation for all support teams and groups
Experienced on some MAC devices and platforms
TCP/IP
DHCP
DNS
WINS
VoIP
SCCM
LAN
WAN
VPN
Wireless LAN
Citrix
SQL
Python
DB2
Oracle
Java
VM Ware
Visual Studio
Remedy SalesForce
Landesk
Check Point Security
TeamViewer
Dameware
A+, Consultant, Data integration, DNS, Hewlett Packard, IP, McAfee, Sharepoint, Modems, Positioning, Relationship Management, Software design, TCP/IP, VPN, Wireless LAN
Active Directory, Counseling, Debugging, Email, HP, Java, Excel, Win, Enterprise, Printer, Research, Software testing, Technical support, Visual Studio
Asset management, CRM, Dell, Engineer, IBM, LAN, Microsoft Office, Windows, Network, Psychology, Routers, SOP, Phone, VM
Citrix, Client, DHCP, GIS, DB2, Laptops, MS Office, 2000, Networking, Python, Safety, SQL, Triage, VoIP
Hardware, Clients, Diagnosis, Government, Image, Listening, Office, Windows XP, OS, Radio, Service Level Agreement, Switch, Troubleshooting, WAN
Computer training, Client support, Documentation, Hardware support, Intel, MAC, Outlook, Word, Oracle, Reading, SLA, Symantec, Vendor Relations, Windows Server
Work History
07/2019 to Current
Technical Support EngineerAvaya, Inc. – New York, NY,
Technical support for internal users in an O365 environment - including Win10 OS and office productivity applications (e.g., MS Office apps.)
Technical support for internal users leveraging VMware Horizon and VMWare Flex
Technical support for Outlook mobile and Work space running on iOS and Android mobile devices
Triage and manage incoming technical requests by acknowledging request tickets or answering phone queue in a timely manner and resolving or assigning them efficiently
Respond to ticket requests where appropriate by email or phone to update end-users on the status of the tickets
Perform various technical functions to satisfy requests including password changes, group permissions administration, and other duties
Accept ownership for ticketed issues until that issue is resolved or accepted by technical leads
Tier 2/3 technical support with hardware, OS, application and network connectivity
Work late evening and some weekends
01/2017 to 04/2019
ATC Operations Support EngineerSharp Decisions – Pleasanton, CA,
Active Train Control (ATC) Operations Support Engineer
Positive Train Control (PTC) safety measures mandated by U.S Federal Government, designed to help prevent a train-to-train collision, derailments, and other human-caused accidents
Manage and assist with Supporting radio software embedded on Wayside Devices that controlled train software for Positive Train Control (PTC) project
Responsible duties are to formulate and configure PTC engineering software design files that are present on Wayside devices covering active railroad districts and all train signal aspects
Schedule lab and field testing of working districts
Exposure to Back Office Data integration and troubleshooting
Debugging of radio log files as it relates to failed runs of PTC on trains
Understanding of GIS and Global positioning reading of all milepost and switch locations
Apply FirmWare Updates to all ElectroLogIXS installed devices
Configuration of Class D Link with proper IP Address
Providing ongoing IT diagnosis support to Communication and Signals department (CNS)
This included supporting communications maintainers who actively support those communicating signal devices
Understanding of Rail Road Safety and FRA Rules and Regulations
Play active role in providing troubleshooting support to PTC helpdesk and communications team
Provided Service Operating Procedures documentation (SOP)
10/2011 to 01/2017
PC LAN TechnicianNorfolk Southern Corp – City, STATE,
Local and Remote field support for various client support as both a consultant and employee The PC/LAN team's sole function is to support all customer-related systems, applications, and computer needs via system-wide and other NS departments both in corporate office or remote
Provide deskside/remote software/Hardware support to clients using
MS Office versions to include 365
SQL
Internet connections with the use of modems/routers
Smart Phone setup and connections
Licensed software install
Data retrieval and backups
Printer configuration both personal and networked
VPN connection issues
Citrix receiver issues
Virus protection issues and installs
Troubleshooting network connections via TCP/IP issues
Troubleshooting of proprietary software install and knowledge of the working functions
Our primary objective is to ensure that the computer functions of applications and user accounts and computer accounts via Windows Active Directory system were all pointed in the proper group and domains
Team support included the building of Laptop, Desktop, and network connections specific to department needs or request
Laptop/Desktop image builds for the different department using Microsoft Imagine server 2016
Delivered an exceptional level of service to each customer by listening to concerns and answering questions
Working Level III tickets using Hewlett Packard System Manager (HPSM) and Remedy Desk to answer and respond to customer needs/requesting help
Meeting Service Level Agreement (SLA)
Remote support outside corporate offices included daily support provided to over 2100 computer users
This support ranges from the distribution of new computers, applications, system maintenance to include virus updates via IT security configuration specs, and laptops/Hardware application and hardware installations, Networking Connectivity Support and computer training
Projects specific challenges in accordance with company department needs
Education
Expected in
Bachelor of Science: Psychology Columbia Southern University - Orange, AL GPA:
Expected in 2021
Master of Science: Clinical Psychology Capella University - Minneapolis, MN GPA:
Positive Train Control PTC/ATC Project support and implementation.
Norfolk Southern Project to go paperless in providing mobile devices to move trains and cars via suppliers and yard work.
The knowledgebase construction project which provided Technical asset management of device and users
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