Technical support professional with extensive IT background. Enjoys troubleshooting to find
solutions to technical issues.
Skills
Windows Server 2008 - 2012
Active Directory
Hardware & Software Installation and troubleshooting
Microsoft Windows XP, 7,8 and 10
Word & Excel
Data backup and recovery systems
Preventative maintenance expert
DNS, DHCP, WSUS
WAN, LAN, VLAN
Mainframe IBM ES9000, AS/400, VTAM, ICCF
TSO, MVS
VMware & Virtual Box
Cisco 1841, 2600
TCP/IP, FTP, TFTP
NAT, RIP, IGRP
MOVEit File Transfer
EIGRP, OSPF
Experience
03/2017 to Current
Windows 10 Migration TechnicianWorld Travel Holdings, Inc. – Wilmington, MA,
Provide first and second-level support for the upgrade to Windows 10
Participate in device collection, configuration, and upgrade of client endpoint devices
Ensure all steps for a successful upgrade of multiple laptops on a daily basis
Work with each client to ensure checklist items are completed and that the laptops are issue-free
Responsible for receipt, configuration, and delivery of new equipment, where applicable
Perform move/add/changes in local office; perform asset disposal process and liaise with vendor to schedule pick-ups.
2017 to 03/2017
Help Desk AnalystHarrington Raceway & Casino – Harrington, DE,
Level II support to over XXX0 end users by creating service request in the Heat
Help-desk Ticketing System and assigning task support team for resolution.
Provide Active Directory password resets for clients.
Assist end users with setting up their business email configuration on personal IPhone or
Android smartphone.
Also help clients with PC/MAC hardware and software problems.
Set up PC and Apple desktops and laptops and all types of mobile devices.
Built and provided basic end-user troubleshooting and desktop support on Windows,
Linux and Mac systems.
06/2016 to Current
Computer OperatorAmazon.Com, Inc. – Colorado Springs, CO,
Worked with large-scale IBM Mainframe system, running jobs and administrating tape
operations.
Query system for outstanding mounts and/or print jobs and other latent information and provide interpretation and resolution as appropriate.
Recognize minor to moderate hardware malfunctions and be able to resolve most problems under direction/supervision of lead personnel.
Understand and utilize tape library and/or print tools to assist with basic computer operator functions.
Escalate to the assigned client representative and Pomeroy Manager any documentation, process or procedure discrepancies and follow-up until resolved.
06/2007 to 06/2015
System Support EngineerRR DONNELLEY – City, STATE,
Monitored and supported 200+ servers and applications.
Resolved end user problems by troubleshooting Servers, Applications, Network
Connectivity and locations of files due to Networking issues.
Extensive use of VMware and Virtual Box Supported print jobs by working with SPDE,
Iconvert, Solfusion, Rubica, SOLsearcher.
Examine space on servers before nightly jobs started, did clean up as needed.
Fixed issues that users had with missing files and applications not working properly.
Implemented and oversaw daily automation jobs.
Troubleshot and maintained all networking devices and infrastructure across the
enterprise including switches, routers and firewalls.
Communicated with vendors to resolve network outages and periods of reduced
performance.
Monitored system logs for all company computers and devices to maximize uptime.
Implemented and maintained firewalls, series switches and security appliances.
Diagnosed and troubleshooted UNIX and Windows processing problems and applied
solutions to increase company efficiency.
Ensured network, system and data availability and integrity through preventative
maintenance and upgrades.
Provided documentation on start-up, shut down and first level troubleshooting of
processes to help desk staff.
Developed and implemented complex Internet and Intranet applications on multiple
platforms.
Education and Training
Expected in 2016
Associate of Science: Network Engineering Internetwork Engineering PC AGE Career Institute - Iselin, NJ GPA: Network Engineering Internetwork Engineering
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