Marcus E. Hill

**** ******** ****** *****, *** **4, Tampa, FL 33625• Mobile: 813-***-****

acdeya@r.postjobfree.com

Innovative and results-driven individual with diverse IT experience emphasizing cross-platform systems,

network architecture, engineering, installation/ implementation and integration

Summary of Qualifications:

• Associate’s degree in Computer Technology

• Bachelor’s degree in Technical Management

• Security and administration for not-for-profit, Fortune 500 companies, and start-up settings

(local/remote environments).

Key Career Achievements:

Provided hardware and software support to End User’s for desktop and laptop PC’s

Built, configured and tested EVA (Eye Visual Acuity) testing machines

Created and processed all purchase orders

Maintained DCS500 phone system.

Technical Skills:

Software

MS Word, MS Access, Dreamweaver, MS Excel, MS PowerPoint, MS Outlook, MS Project, Adobe

Illustrator, Adobe Photoshop, Corel Draw, Norton Antivirus (Corporate), MS Visio, Xen Desktop

Director, Xen App Center

Hardware

Dell, Gateway, HP, IBM, Cisco, 3COM, Xerox

Networking

LAN, DNS, FIREWALLS, SSH, WAN, WINS, VOIP, RADIUS, VPNs, TCP/IP, FTP, Cisco

Switches, Dell Switches, DHCP, SMTP, Telnet.

Platforms/ Operating Systems

Windows Server 2000, 2003, 2008 Windows NT/2000/XP/Vista/ Windows 7, Exchange 2010

Server-Related Technologies

Active Directory, MS Exchange, IIS, Samba, Veritas Backup Exec, MS SQL Server

7.0/2000/2003/2005, Remote Access, VMware, Citrix

Professional Experience:

Suncoast Hospice – Clearwater, FL July 2012 – Present

Help Desk Technician Tier 2

Provided customer support, answered calls and checked email from end users.

Provide support for Microsoft Office Suite 2007 and Windows 7 operating system

Provide Citrix Xen desktop support to end user using virtual environment platform

Troubleshoot connectivity issue with Citrix receiver

Monitor Citrix environment through Xen Center

Utilizing Citrix Desktop Director to shadow end user session to troubleshoot desktop issues

Utilizing the Xen App Center to handle the connections of end user app connections and

server processes

Provided end user support in terminal server environment

Support all staff desktop and laptop PC’s

Provided phone support to end user establishing VPN connection

Created/disable user accounts for new/terminated employees using active directory

Created email accounts and contact on email server

Setup new accounts on BES and BES Express server for blackberry

Sync Blackberry phones with BES and BES Express server.

Provide nights and weekends on-call support

Facilitate outside vender service calls

Communicated with users and technical staff on helpdesk issues. Updated

problems/resolutions information into TrackIt tracking software.

Rita Technology (Suncoast Hospice) – Tampa, FL March 2012 – July 2012

Help Desk Technician Tier 2

Provided customer support, answered calls and checked email from end users.

Provide support for Microsoft Office Suite 2007 and Windows 7 operating system

Provided end user support in terminal server environment

Support all staff desktop and laptop PC’s

Provided phone support to end user establishing VPN connection

Created/disable user accounts for new/terminated employees using active directory

Created email accounts and contact on email server

Setup new accounts on BES and BES Express server for blackberry

Sync Blackberry phones with BES and BES Express server.

Communicated with users and technical staff on helpdesk issues. Updated

problems/resolutions information into TrackIt tracking software.

Jaeb Center for Health Research – Tampa, FL M ay 2003- January 2012

LAN Support

Maintained/created IT procedure documentation for assigned tasks.

Provided support for all staff desktop and laptop PC’s

Supported Microsoft Office Suite and Windows operating system XP professional and Vista

Upgraded hardware and software on users PC’s as needed

Maintained DCS500 phone system

Maintained intranet as needed

Created/ disabled accounts for new/ terminated employees using active directory

Installed and configured server console for web interface

Setup, configured and maintained all network printers (HP, Dell, Xerox Document Centre

430)

Setup and configured wireless access points throughout office

Installed and configured Cisco 2950/60 and Dell 5424 PowerConnect switches to be

utilized for network connectivity

Built, configured, and implemented Windows update server and Exchange server

Created and tested network cable for wiring server room

Kept accountability of all items received for IT and EVA

Maintained IT budget spreadsheet

Purchased and tracked all IT and office equipment orders

Scheduled and repaired RMA all IT and equipment

Maintained IT and EVA inventory

EVA Admin

Answered all calls and provided technical support to customers

Maintained call log of support calls

Built, configured and tested EVA (Eye Visual Acuity) testing machines.

Created and processed all purchase orders

Packaged and shipped EVA to destination on purchase order

Maintained EVA customer and system files

A.R.C Verizon Contractor – Tampa, FL F ebruary 2003-May 2003

Desktop Helpdesk Specialist I

Answered calls and provided technical support to customers.

Created, updated and dispatched tickets in CMIS and INFOMAN.

Supported Lotus Notes, Microsoft Office Suite and Windows operating system 95 to XP

professional

Supported VPN dialup connection and Internet Explorer 5.5 and 6.0

• Ensured timely resolution of helpdesk ticket on the first call and password resets.

CP SHIPS – Tampa, FL July 2001-February 2003

Help Desk User Support Technician

Provided customer support, answered calls and checked email from end users.

Communicated with users and technical staff on helpdesk issues. Updated

problems/resolutions information into Remedy tracking software.

Generated reports utilizing Remedy software.

Worked with colleagues to insure timely resolution of helpdesk tickets.

Performed password resets, Windows NT/2000 Domain user administration, AS400, Office

2000, IE 5.0/ 6.0 and VPN dialup connection support.

Accountable for all equipment being received for IT/IS department.

Provided local and remote desktop support for corporate headquarters and 14 satellite

locations.

Assisted in Implementing a Help Desk Support Department and Data Recovery Center.

•

Planned and managed the upgrade of 150 workstations to Windows XP and MS Office

•

Suite.

Reduced the need for outsourcing technical repairs at a cost savings of $12,000.

•

Led the company-wide installation and configuration of commercial and proprietary

•

applications.

Established formal lines of communicationfor project teams including pagers and messaging

•

boards.

Reduced technical resolution turnaround time from two weeks to same day.

•

Military Experience:

United States Navy - Norfolk, VA July 1989 – June 1997

Boatswain’s Mate (BM3) / Mess Management Specialist (MS3)

Education:

DeVry University, Tampa, FL

Graduated: December 2011

Bachelor of Science, Technical Management

ECPI College of Technology, Virginia Beach, VA Graduated: June

2001

Associate of Arts in Science, Computer Technology

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