PROFESSIONAL SUMMARY

I have over ** years of experience in the IT field. My positions have included: Support engineer, Helpdesk Technician, remote based support and On-Site Technician. My primary operating systems experience has been in Windows (95,98, XP, 7, 10), Apple OSx, and some UNIX. Microsoft tools are a staple of my repertoire, along with HP and Dell. I am very comfortable working in a fast-paced environment with multiple duties and responsibilities. Remote support is one of my strengths. And I have the ability in learning new technologies very quickly.

TECHNICAL SKILLS

Desktop OS: Windows 10, Windows 7, Vista, XP, 2000, 98, 95

Operating systems

and Utilities: Linux (some), Exchange 2010, Exchange 2013, Exchange 2016, MS Server 2008, MS Server 2012 R2, Windows 95, 98, XP, 7, 10

Protocols: TCP/IP, RDP, FTP, Winsock, UDP, DNS

Network Hardware: Un-managed Routers and Switches, Cabling (RJ-45, RJ-3)

Desktop Hardware: HP, Dell, Compaq, IBM, HP LaserJet All-in-ones. HP OfficeJets All-In-One printers

Server Hardware: HP Blades, Dell, Custom Built

Desktop Software: MS Office 2012, MS Office 2013, MS Office 2016, MS Office 365, NextGen, Varian, TSScan, Citrix, VMware, G4 Enterprise Studio, Pharmacy Software QS1, Electronic Faxing, Televox, LanDesk,

Remote Support: Teamviewer, Logmein, Join.me, RDP, Screen Connect, LanDesk

PROFESSIONAL EXPERIENCE

Store Support Analyst III Sep 2017 – Current

Ascena Retail Group

Took on the Lead role on the Application Support Team

Creation of knowledge-based documents while supporting stores

Performed SQL Query searches to find trends across a fleet of 4,000 stores

Keeping up relationships with other teams to form a better communications channel

Assisting in streamlining processes between departments

Train new hires and assist in their onboarding

Support of mobile devices using AirWatch

Troubleshooting connection issues using SolarWinds and best practices

Pre-release QA testing of new POS application versions

Taking on small Projects to improve / automate processes

Managing and dividing daily tasks and workloads between team members

Change control management

Mobile (iOS) support, MS Office suit and POS application support, Payment terminal and related applications support

Rebuilt SharePoint knowledge base documentation

Store Support Analyst II Jan 2017- Current

Ascena Retail Group

Contracted to streamline Payment Terminal Pin&Chip upgrades

First Point of troubleshooting

Escalation to Payment Services host or VeriFone support

Ticket resolution follow through from start to finish

Working alongside Engineering departments and Developers for quick resolution

Implementation of solution via LANDesk

Document change control management

Onsite Support Engineer Dec 2014 – Oct 2016

Path Forward US

•Outsourced onsite support Engineer

•Active Directory account maintenance (adding and removing accounts and devices)

•Exchange Server 2010 management (creating e-mail accounts, provisioning space limits, enabling sharing)

•Exchange Server 2013 management console (creating e-mail accounts, provisioning space limits, enabling sharing)

•Rack and Stack Switches, Routers and Servers

•Software support (Office, EMR’s, MS GP)

•Hardware support (Printer, PC, Scanner and peripherals)

•Remote vendor access support (Citrix, RDS, VMware)

•Patient Portal support for EMR (Equicare)

•Vendor account maintenance (Dell, HP, Mitel, Koorsen)

•Cell Phone account maintenance (Android and iPhone)

•Cell Phone device maintenance (Android and iPhone)

•Creation of EMR user accounts

•Maintenance of EMR user accounts

•Installation of various business software

•Network shared resources / drive maintenance

•Application / Network troubleshooting

•Interface troubleshooting

•Ticket escalation (using ConnectWise ticketing system)

•Tape Backup (Backup Exec 2010)

•Inventory record keeping

•Asset recording and tagging

The Zangmeister Cancer Center Sept 2014 – Dec 2014

Desk side support Technician

•Active Directory account maintenance (adding and removing accounts, devices)

•Exchange Server 2012

•Software support

•Hardware support (Printer, PC, Scanner and peripherals)

•Remote vendor access support

•Patient Portal support for EMR

•Vendor account maintenance

•Phone account maintenance

Instek Digital North America July 2011 – Sept 2014

Lead Technical Support Engineer

•Network Setup Strategies for both LAN and WAN

•Video Surveillance Server and Server storage break / fix

•Customer Support for troubleshooting:

•Server and Desktop Hardware and general troubleshooting

•Software support in Windows and basic Linux

•VMS Software Support

•Phone Support for all of the above

•On-site and remote login support

•Network Design and Troubleshooting

•Collaborating with Software Engineers in Taiwan for Product enhancements

•Project roll-out support and management

•Meet with Clients and present product demonstrations

•Meet with Clients for product training

•Edit Technical Documents to reflect software updates and new features

Image Micro Systems 2009 - 2011

Hardware On-Site Technician

•Sorting and Facilitating Hardware for Laptops, Desktops and Servers

•Identifying broken pieces of hardware

•Sorting and storing good parts for Dell Inc.

EDUCATION

University of Phoenix

•Received my Master of Information Systems degree with a focus in how IT builds and supports Business functions (2017)

•Received BSIT / Information Technology and Security (2015) with focus on Businesses support

•Received my Associates Degree in the Field of Information Technology

•Heavy focus on IT uses within Business functions

•Focus on Application / Architecture structure

•Focus on Hardware (Comptia A+ Certification Training)

•Focus on Security (Comptia Security+ Training)

Berks Technical Institute of Technology

•Began course work to obtain a degree in Internet Networking Engineering

•Studied Operating systems (Novell Netware, Windows NT, Windows 98, Windows XP and Windows 2000

•Studied Networking protocols and services

•Studied network topologies and peripherals

References

Scott Hatten – AVP Store Operations – Ascena Retail Group 614-***-****

Sean Kellum – IT Manager – Path Forward US 614-***-****

Joel Kuerschner – Senior Manager – Ascena Retail Group 740-***-****

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