Matthew B. Rogers

**** ******* ***.

Creedmoor, NC 27522

aces9l@r.postjobfree.com

919-***-****

Career Profile

Increasingly responsible support positions with special skills and experience in support of a variety of software packages, OS and OS migrations, network operating systems, and in-house applications.

Skills

Provide technical support for and have a working knowledge of the following operating systems and software packages:

• MS Windows XP, Vista, 7, MS 2003 & 2008 Server, Active Directory, Cloud Services

• MS Exchange & Outlook

• Apple iOS device support experience for iPhone, iPad and MacBook,

• Lotus Notes R8.5 and previous releases,

• Lotus Quickr 8.2, 8.5.1 (Web Based Collaboration Software)

• BMC Remedy (ver.7.5, 7.6, 8.0), BMC Remedy Mid-Tier

• MS Enterprise Administrator,

• MS NetMeeting, MSMS (Microsoft Systems Management Server),

• MS IE, Mozilla Firefox, Safari, Google Chrome

• McAfee, Norton & Symantec Anti-Virus SW

• ACE Server Secure ID

• WinInstall,

• WISE Installer

• GHOST

• iPASS

• Working knowledge of RAS, VPN, HTTP/S, SSL

• Limited experience with VM Ware, XML, HTML, SAN, Cloud topologies, Cisco Switches

• Technical writing and documentation experience. Involved with several large scale OS/Application migration projects as well as desktop build upgrades and software evaluations/proposals

• Have a working knowledge of TCP/IP, IPX, Net BEUI, DHCP, and Ethernet topologies. Experience with set up and installation of Ethernet ports/communication rooms.

Job History & Experience

NC Department Of Transportation 1/2014 to 3/2014

Genesis 10 contractor to IT Infrastructure Client Services Division

Manager: Jennifer McNichol

• Responsible for the installation,upgrade and maintenance of computer hardware and software.

• Provide hardware and software support to PC users within an assigned territory as well as installation of COTS products, In-House applications, product optimizing, ghosting, installation of PCs, printers, scanners and other PC peripherals.

• Asset management and records retention support

• Assist with ongoing Windows 7 migration efforts and support to include MS Exchange/Outlook, McAfee Anti-virus PointSec encryption, Adobe and Microsoft Office 2010.

CSC contractor @ US Environmental Protection Agency – 10/04 to 4/2013

EPA NNES Team (National Notes & E-mail Support)

System Administrator

• Provide tier 3 level support for Quickr web based collaboration software and all email technical issues escalated from the Help Desk and other IT support teams. Plan and coordinate exercises.

• Installation, maintenance, and support of MS Server 2008, Domino enterprise servers and email systems utilizing in-depth knowledge of troubleshooting replication, event management and email flow/topology

• Support Lotus Notes, Lotus Quickr 8.2 and Blackberry in a (n) Windows XP/Vista/7 environment

• Manage work flow through Remedy call management & tracking software

• Create and maintain documentation on existing systems, processes and procedures.

• Enforce company IT security policies to include but not limited to the use of Symantec & McAfee antivirus software tools, https and Verisign SSL certificates.

MercuryMD, Inc. – 7/04 to 10/04

Technical Support Representative

• Evaluated and tested proprietary software against various Pocket PC and Palm OS based PDA’s.

• Supported and resolved company’s client issues or problems via phone and e-mail correspondence.

• Conducted database maintenance thru Toad/Oracle interface.

GlaxoSmithKline Inc. – 3/98 to 6/04

GSK Support Analyst

• Migrated GSK client desktops/laptops from Windows NT 4.0 w/MS Exchange/Outlook to Windows XP w/Lotus Notes R6.

• Working knowledge of Windows Server 2003, Active Directory, XP Workstation, MS Exchange Server/Outlook administration and support

• Utilized WinINSTALL and WiseInstaller to push updates and software packages as necessary

• Independently prioritize workload and successfully complete tasks, all with minimal supervision. Managed workflow through Remedy AR software

• Manage and support the DCS (Development and Commercial Strategy) IT/ GSK Connect Test Lab - set up for DCS clients to facilitate the testing of in-house and vendor specific applications against the GSK Connect build.

• Assist clients with application installation, evaluation and testing; appointments and scheduling lab resources; technical writing and machine imaging/GSK Connect build maintenance.

• Provided software, operating systems, network operating systems, and in-house applications support to 1700 users within GSK R&D (Group Medical, Regulatory & Product Strategy GMRPS)

• Diagnose hardware problems; manage work flow through Remedy call management & tracking software.

• Provide day-to-day technical support, and report to client and IT management and staff regularly to apprise them of progress of current assignments.

Education and Specialized Training

• MIS (Management Information Systems) Program @ DTCC (Non-Matriculated)

• East Carolina University, Greenville, North Carolina

Major: Archaeology/Communications 1994

• ITIL v3 Foundation Certified

• IQMS (Integrated Quality Management System)

• Productivity Point International, RTP, North Carolina 27709

• # 922 Supporting Windows NT 4.0 Core technologies

• # 210 Lotus Notes R6 Help Desk Support

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