Gene Lackey

***** ****** *** #*** ******, CA ****2

562-***-**** or 562-***-**** acggc6@r.postjobfree.com

Hardware-Software Technician/Desktop Lead Active Directory Admin with

over 10 years experience of progressive responsibilities in the computer support

technical field. Expertise developed within multiple industries including telecom,

healthcare, insurance, and government. Certifications in: A+, MCP, MCSE &

MCDBA.

TECHNICAL SKILLS

Operating systems: Windows Family, Mac OS, Linux,

Tools: Active Directory, Telnet, Webex, Dameware, Ghost, Altirus

Software: MS Office suite, Citrix, VPN, Client Access, Novel, McAfee, Symantec Anti-virus, Symantec

Ghost, AVG, Adobe, Veritas Backup, Webex, Altirus

Telecom: Avaya, Cisco VOIP

PROFESSIONAL EXPERIENCE

GTL PC DIRECT TO YOU 2013 – PRESENT

Independent Contractor

Responsible for general break/fix in customer’s homes. Assist with and build out of home networks

including WIFI. System upgrades, software installs, file sharing, printer sharing and system backups.

Rent.com, Santa Monica, Ca 2011-2013

Senior Desktop Support / System Analyst

Responsible for user account creation and termination, Project management, system upgrades and

deployments, mapping of network drives and printers, as well as day to day system maintenance, network

connectivity and software installations. Phone ext. assigning through the PBX/Cisco VOIP system. Cisco

IP phone setup. Adding users to specific call queues. Inventory and Asset management.

• Call Center Help Desk

• Ticket Resolution and escalation through Remedy and Footprints ticketing systems

• Remote support and step by step customer service to outside sales team

• AD account creation / group permission

• Installation/configuration of Windows XP and upgrade of Windows 7 OS

• General PC break/Fix

• Install MS office including configuration of MS Outlook

• Internet connectivity and configuration assistance with IE, Safari and Chrome

• Set Network account permission

• Installation and configuration of Cisco calling software

• System deployment

• Conversion of system networks(when company was sold)

• Outlook to Gmail migration

• Gmail administration

• 24x7 on call

NSE Insurance, La Mirada, Ca 2010 – 2011

Deskside Support/Upgrade

Responsible for system upgrades, mapping of network drives and printers, as well as day to day system

maintenance, network connectivity and software installations.

• Installation/upgrade of Windows 7 OS.

• Install MS office 2007 and various 3rd party software.

• Map shared drives and printers.

Cedars Sinai Hospital, Beverly Hills, Ca 2009 – 2009

Deskside Support

Responsible for system upgrades, department moves, mapping of network drives and printers, as well as

day to day system maintenance, network connectivity and software installations.

• Install new system images and configure applications.

• Break down and reassemble systems for office move.

• Respond to tickets assigned through HP ticketing system

IRI/Acxiom, El Segundo, Ca 2005 - 2009

Lead Deskside Support / Remote Support Manager

Responsible for: over seeing software and hardware changes at remote locations across the US; all

network printer connectivity through the local print server; and phone connectivity, moves, and ext.

assigning through the PBX.

• Advise and direct remote technicians.

• Configure and lead various projects for multiple remote offices.

• Provide desk side support, for daily system maintenance, network connectivity and software

installation.

• Create user accounts and deletions from the AD server, including various backups using Veritas

backup software, and weekly tape changes. PC Deployment/OS

• Oversee the configuration of various 3rd party software such as VPN Secure Client, McAfee anti

virus, Access Manager Client, and all system images applied using a Ghost Server.

Kaiser, Downey, Ca 2005-2005

Upgrade/Team Lead

Responsible for: setup and installation of new Desktops

• Install images and configure applications including the installation of MS Office and connectivity

configuration of MS Outlook.

• Verify network connectivity to the mainframe using the installed emulator.

• Data collection of users Word and Excel documents, PST files and Internet favorites, prior to

machine swap out. Mapping of network drives

ATT/Cingular Wireless 2004-2005

Deskside Service Technician

Responsible for: the desk side support for day to day system maintenance, network connectivity, software

installation, hardware upgrades and change outs.

• Configured 3rd party software (Citrix, McAfee anti virus, E-talk advisor and CMS remote link).

• Organized call center wide OS upgrade, maintaining trouble tickets issued to desktop support.

Contract Experience 2000-2004

DESKSIDE SUPPORT/DATA MIGRATION/FIELD SERVICE TECHNICIAN

RESPONSIBLE FOR: SUPPORT ON DESKTOP AND NETWORK SYSTEMS FOR

APPROXIMATELY 2000 USERS, UTILIZING A MIXED OS ENVIRONMENT CONSISTING OF

WINDOWS98, WINNT4, WIN2000, AND XP. PROVIDE TECHNICAL ASSISTANCE AND

INSTRUCTION FOR MS OFFICE, WINDOWS OS, CLIENT ACCESS, IMAGE ON SITE, ITAMGE,

AND TIDEMARK(USING ORACLE). SET UP E-MAIL ACCOUNTS, AND PROVIDED

DIAGNOSTICS TESTING AND MAINTENANCE OF EQUIPMENT.

• Fremont Investment & Loan, Anaheim, Ca

• Enpoint Tech/Department Social Services, El Segundo, Ca

• Fluor Daniel, Aliso Viejo, Ca

• Verizon Wireless, Irvine, Ca

• City of Anaheim, Anaheim, Ca

• The BigStore.com, Santa Ana, Ca

Early Career

SCAN Health Plan, Long Beach, Ca 1998 - 2000

Senior Computer Operator

Responsible for: all batch job processing on the AIX/Unix platform; building of the scheduling server

which consisted of the installation of NT server and SQL server software. Installation of scheduling

software on both the server and the operators’ desktops.

• Set times and dates for specific batch process to run via the job scheduler.

• Provided technical support and problem resolution to users connected to the AIX/Unix platform.

• Installedsoftware on various NT servers for Y2K testing. Assisted in the crossover from MS-Mail

to MS-Outlook.

• Created documentation and scripts to execute newly developed process related to production

Hoag Hospital, Newport Beach, Ca 1996 - 1998

Computer Operator/Help Desk

Responsible for: installations and troubleshooting of all hardware attached to the local area network, such

as 10 IBM RISC 6000, 1 IBM AS/400 Model F-50, and 1 AS/400 RISC Box.

• Provide technical support to users of Windows 3.1, Win95, AS/400, and Macintosh systems.

• Answered telephones and resolved users problems in a timely manner.

• Setup and maintain patch panels connected to the local area network, also responsible for the

cable routing and installation of new terminal outlets.

• Maintain security of the main computer lab.

Education & Training

CEI College, Anaheim, Ca, Certification

The Study of Computer Information Systems and Network support.

Preparation for the Microsoft certification testing

Computer Learning Center, Anaheim, Ca, Certification

Study and perform mainframe programming using Cobol, RPG, and C

Contact this candidate