Charles H Wright

**** ******** ***. *******, ** *0168

513-***-****

acgjzl@r.postjobfree.com

Job Experience Summary:

. 15+ years of experience supporting and troubleshooting Windows Operating

Systems

. 15+ years of experience supporting Microsoft Office applications

. 15+ years of experience working in LAN/WAN environments

. 10+ years of experience working with client networking protocols

(TCP/IP, DHCP etc)

Technical Experience:

. Installed, configured, maintained and provided support for PC and

peripheral hardware

. Installed, configured and maintained Windows XP, Windows 7 and Windows 8

operating systems

. Administered Active Directory accounts in Windows 2003 and Windows 2008

domains

. Served as primary support contact for VPN solution in large enterprise

setting

. Experience supporting Windows XP and Windows 7 clients in a Netware 5.1

environment

. Maintained and tracked PC assets, software licenses and application

installations

Transferable Career Skills:

. Extensive background in planning and executing while complying with

protocol and managing critical time lines

. Responds to trouble tickets, telephone calls, email and personnel

requests for technical support

. Comprehensive adherence to defined services levels, goals and objectives

when providing customer support

. Serves as liaison between client and organization by resolving problems

to ensure client satisfaction

. Proven leadership abilities with an outstanding talent for training,

developing and mentoring peers

. Very detail oriented and versed at following quality and change control

procedures

. Managed the provisioning of PC and Laptop operating systems and

applications

Technical Skills:

Hardware: IBM compatible PC's (Dell, Compaq, HP and IBM), SATA\SSD hard

drives, CD ROM drives-internal and external, Ethernet (NIC's,

workgroup switches, CAT-5), printers, IOS devices and

Blackberry's

Software: MS Office, Lotus Notes, Vantive, Remedy, Fiberlink E360,

Juniper Odyssey Wireless Client

Professional Experience:

Arby's Restaurant Group May 2014 - September 2014

Desktop Support

. Executive & Client Desktop support

. Provide Remote/VPN Support for Field Managers

. Mobile Device Support

. Setup laptops and Tablets (Dell/Surface 2) for new users

. Windows 7 migration

WellStar Hospital January 2014 - March 2014

Epic Systems Test Analyst

. Responsible for the deployment of new and upgraded clients

. Developed and executed test scripts against newly deployed clients

. Ensured new software (Epic, Hyperspace and Citrix) functioned

correctly

. Executed scripts on PC's to map and configure printers along with

other proprietary devices

. Deployed local and networked printers

AGCO Corporation May 2013 - November 2013

Desktop Support Analyst

. Managed operational and project based for support for designated

executive staff

. Responsibilities included hardware and software deployments

provisioning clients

. Provided support for custom, COTS, and Microsoft applications

. Supported Citrix and resolved network connectivity issues

Kaiser Permanente February 2011

- May 2013

Executive Support Team

. Supported Windows XP and Windows 7 clients, Lotus Notes, and Microsoft

Office

. Monitored daily activity and assisted with purchase orders for hardware

and software procurement

. Installed and maintained network hardware and software

. Monitored network usage and computer peripherals

. Setup clients and deployed applications for new users

. Performed periodic client backups and data restorations as necessary

. Resolved network connectivity issues and assisted with PC installation

and maintenance

Spartan Resources LLC June 2010 -

October 2010

Georgia Gulf Corporation - Systems Engineer

. Provided support to executives and staff

. Setup laptops and desktop for new users while installing printers as

needed

. Interacted with hardware and software vendors for solutions

. Prepared backup tapes (Iron Mountain) for disaster recovery

The Home Depot July 2004 -

January 2010

Systems Engineer

Mobility Team

. Provided client support for remote access, wireless, Blackberry and

Video Conferencing.

. Established myself as the department SME for remote access technologies

. Applications included Fiberlink E360, Juniper Odyssey wireless client

and Cisco VPN client.

. Created thorough end-user and support documentation for Fiberlink E360

and Odyssey Client and also

. Responsible for driving testing effort and solutions review board

certifications.

. Deployed over 1,900 Blackberry devices during annual Store managers

meeting.

. Helped team achieve an SLA of 89% for the year with over 5,000 support

calls.

Desktop Support

. Developed and maintained the support of The Home Depot's corporate

clients and business applications.

. Handled routine maintenance of business software applications:

debugging, designing, coding, testing, spec writing, rollout and user

support.

. Assisted end-users with technical issues while providing a resolution in

a timely manner.

. Managed the provisioning of PC operating systems and software

. Provided support for hardware such as printers and workgroup network

equipment.

Hewlett Packard September 2003 -

June 2004

OMC Specialist

. Conducted system monitoring, dispatched mission critical problems to 2nd

level teams, coordinated notifications, communications and problem

resolution on mission critical problems with all service providers

. Coordinated case management and escalation of mission critical problems

according to procedures

. Participated in coordination of change management activities during the

various change windows

DHL May 2003 - July

2003

Move Technician

. Oversaw system transitions from one network location to another

. Executed system tests to ensure all PC's, printers and fax machines were

successfully up and running

. Reconfigured PC's and applications for employees

. Provided Desktop Support for over 1000 end-users

TriHealth Hospital November 2002

- May 2003

Desktop Support Representative

. Supported Windows 9x and 2000 within Tri-Health Hospitals and Remote

offices for over 3000 end-users

. Migrated PC's from Windows 9x to Windows 2000

. Supported and configured Palm Pilots, Lotus Notes, Outlook and Microsoft

Exchange

. Performed system backups and restored data

. Supported various hardware peripherals such as printers, fax machines

and scanners

Arthur Andersen LLP August 1997 -

June 2002

Desktop Support Analyst

. Assisted end-users with technical issues while providing a resolution in

a timely manner

. Demonstrated best practices to new users associated with maintaining

their hardware, software and telecommunications platforms within the

enterprise.

. Monitored and reported system status

. Assisted training department in developing basic functional, technical

and/or end-user documentation.

. Handled all network administration duties which included creating user

accounts and managing security groups using Novell Netware.

. Provided hardware and software support.

Adex International April 1997 -

August 1997

Computer Technician

. Managed the provisioning of PC operating systems, software and related

hardware such as printers and network equipment.

. Handled all requests for order fulfillment by ensuring specs were met

for client's requirements

. Assisted in developing and executing basic test plan scripts

. Created system images for standard client configurations

References

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