Winston K. Hearring

Technical Support / Customer Service

**** ******** **** *****

Austin, TX 78750

C: 209-***-****

E-mail: acgxd0@r.postjobfree.com

OBJECTIVE:

System Administrator / Network Engineer.

TECHNICAL SKILLS:

OPERATING SYSTEMS / NETWORKING:

Windows Server 2003 & 2008, Windows 7 / TCP/IP, DHCP, LAN, WAN, DNS

HARDWARE SYSTEM:

Dell Latitude Notebooks, Cisco Router, HP Elitebook, Xerox Printers,

Toshiba Tecra R850.

SOFTWARE:

Microsoft Outlook 2007 & 2010, Juniper VPN Client, Citrix Client, Cisco VPN

Client, IBM Lotus Notes 7, Active Directory 6.1

CERTIFICATION:

CompTIA A + Certified, April 2009

EXPERIENCE:

CGI Federal, Inc. - Help Desk / Administrative Support - September 2012 -

February 2014

. Documenting, tracking, and monitoring troubleshooting tickets through

Track-it ticketing system.

. Provided level 1 end user support using the remote control tool

called Window assistant (particularly with MS Office 2010 software

application).

. Modified, unlocked, & reset users domain accounts using the active

directory tool.

. Perform SOPHOS challenges response when user gets locked out of their

encrypted machine.

Jacobs Technology, - LAN / Desktop Support Tier 2 Contractor (National

Institute of Heath) - January 2012 - September 2012

. Provide users access to different share drives / folders, e-mail

accounts, and mailbox groups using the NIH active directory tool.

. Remote into Windows server 2008 to create and manage domain network

accounts.

. Manage about 20 to 30 trouble tickets daily using Remedy ticket

system.

. Deploy blackberries, laptops and other mobile devices upon the user

request.

. Modified, create, and move computer names into the proper OU group.

. Manage domain group policies using the Group Policy Management Console

on Windows server 2008.

Insight Global, - PC Technician / Desktop Support Tier 2 & 3 Contractor

(Verizon) - January 2009 - January 2012

. Troubleshoot and configure desktops and laptops for 1200 + users at the

Verizon site using Safe Guard Encryption PE disc.

. Configure and support customer remote access including VPN client.

. Provide quick and friendly support for Microsoft Outlook 2007 & 2010 e-

mail applications as well as IBM Lotus Notes 7.

. Manage maintenance tickets through a ticketing system called Chips.

. Re-Image / deploy / Upgrade Verizon computers to Windows 7 using the

software called Isys.

Tek Systems, - PC Technician / Helpdesk Support, Contractor

(AT&T) -- April 2008 - September 2008

. Loaded the invoices using SQL Plus then converted them into MS Word

format.

. Stored information into the company's electronic database (Alchemy

Server)

. Participated in the Xerox refresh project which refreshes about 245 +

printers at the AT&T site.

. Installed, configured, and mapped the Xerox printers to the user's

computers by using a printer queue and TCP/IP configuration.

IKON Office Solutions, Inc. - Service Support Representative,

January 2007 - April 2008

. Assisted in delivering documents to the clients promptly and safely by

using the company's vehicle.

. Scan documents into PDF & TIFF files by using the company's scanner

and load the files onto a DVD\ CD

. Organized and maintained client files.

Document Technologies, Inc. - Customer Service

Representative, June 2006 - December 2006

. Delivered and picked up copy jobs from the clients. (i.e., Lawyers,

Business Executives, Corporation, etc.)

. Prepared job tickets for the customers.

. Assisted the production department with certain tasks and projects

(i.e., Copied, faxed, filed and scanned documents as needed).

Office Depot Inc. - Customer Support Manager, May 2001 - April 2006

. Provided storewide customer service support (e.g. sales, warranty,

financing, delivery, etc.)

. Managed inventory including: receiving, storing and displaying

merchandise.

. Supervised 15 to 20 employees according to the schedules.

EDUCATION:

Bachelors of Science, Management Information System, May 2003

Virginia Union University, Richmond, VA

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