Guy Procope

***** ** ***** *****, ***** FL ****9 Home Phone 786-***-****

E-mail: iwdiko@r.postjobfree.com

To obtain a position with an establishment in which I can acquire experience and utilize my exposure to areas for career growth as well as reach my future goals as a technical professional in the IT industry.

CERTIFICATIONS

Comptia – A+

Comptia – Network+

PROFESSIONAL DEVELOPMENT

Microsoft Windows Server 2003 Certification: Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Active Directory Infrastructure

Microsoft Windows Server 2003 Certification: Planning and Maintaining a Microsoft Windows Server 2003 Network Infrastructure

Microsoft Windows Server 2003 Certification: Managing and Maintaining a Microsoft Windows Server 2003 Environment

Microsoft Windows Server 2003 Certification: Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network Infrastructure

Microsoft Windows XP Certification: Installing, Configuring, and Administering Microsoft Windows XP Professional

EDUCATION

2002 - 2003 Computer Career Center, Help Desk Specialist Garden City, NY

1999 - 2000 Novax Technology Center, A+ Certification & Networking Essentials New York, NY

1992 - 1993 Borough of Manhattan Community College, Computer Programming New York, NY

TECHNICAL SKILLS

Virtualization: VMWare ESX Server 3, 3.5 and workstation. Acronis True Image Enterprise Server with Universal Restore.Network

Operating Systems: Windows 2000, XP Pro, Vista, Windows Server 2000, 2003 R2 and 2008 X64, Redhat Linux, and Apple MAC OSX.

Network: Microsoft Active Directory Windows 2000 and 2003, Acronis Server Imaging, GHOST Solutions Suite.

Protocols: TCP/IP, IPX, SPX, DHCP, HTTP, HTTPS, FTP, STFP, DNS, SMTP, POP3, IMAP, ICA, RDP and VOIP.

Email: MS Outlook, MS Exchange 2000/2003/2007 and OWA (outlook web access), UNIX QMail, SendMail and Squirrel Mail (UNIX based webmail), Blackberry enterprise server (BES), Domino Server and Lotus Notes 8.5.

Database: MS SQL 2000, 2005, 2008 Server Clustering and UNIX, JDE, MySQL, PHP MyAdmin and Hyperion.

Domains: DNS, ZONE File, MX Records, A Records, and Sub Domains

Servers: HP DL360, DL380, DL580 G4, and HP Blade Servers BL35p; IBM XSeries and SystemX x335, x346, x3650, x3950, x225; Dell 2900, 2950 and Supermicro Servers.

Backup: Symantec BackupExec 10D

VPN: Cisco VPN Client, Sonicwall VPN

Firewalls: Sonicwall Standard/EnhancedOS Port forwarding and DMZ rules

Wireless LAN: Linksys, DLINK, Netgear, Cisco

Cabling: Cross-Connecting, Punch Down, end to end connectivity testing, Fluke testing devices

Web applications: IIS 5/6/7 and Apache

Security: Websense, MacAfee enterprise virus scan, Symantec 8240 Email security Appliance.

Virtual Desktop: Citrix MetaFrame Presentation XenApp Server 4.0, 4.5, 5.0, Citrix NFuse Application Portal and Web interface.

Presentation: MS Visio, MS PowerPoint and AutoCAD.

Development: HTML, PHP, CGI, and PERL

PROFESSIONAL EXPERIENCE

HomeServe, Miami, FL November 2010 –

Client Service Representative

• Providing both technical and administrative support for both the back-offices as well as the overall call center.

• Performing troubleshooting and diagnostics on workstations, printers and internet-based issues as requested.

• Satisfying requests for data entry, consolidation and application batching as required.

• Providing Phone, Email and Chat support.

• Responsible for showing users how to setup internet connection, TCP/IP, DNS and updating modem drivers if needed.

Zu Industries, Doral, FL May 2010 – September 2010

Junior Engineer

• Ran SHOW IP INTERFACE and SHOW RUNNING-CONFIG for onsite Cisco Routers which displayed any reported TCPIP connectivity issues. Safeguarded the network against possible bridging loops within the Cisco 3750X Switch by ensuring that SW1 and SW2 both read half-duplex which would stop the error messages, and bring the specified trunk back up and fully operational.

• Responsible for deploying Microsoft Exchange 2007 email systems. This entailed scoping existing email environment and migrating email data onto new environment, while maintaining minimal user impact.

• Performed a series of VMware, Exchange and Network health checks. This was done to ensure that our client’s environments were running optimally and to possible produce new opportunities for Eventus.

• Applied the necessary maintenance to problematic Domain Controllers on Windows Server 2008 by running NTDSUTIL and transferring or in some cases 'seizing' all pertinent roles before bringing them down for repairs. Configured IP Address and DNS Server information by running NETSH on the specified network interface. Used NETDOM to join new servers to the domain if requested

• Performed Debian Linux server configurations, including creating universal banners, modifying shutdown procedures, enabling and disabling services such as autofs, cups, ip6tables, kudzu, pcscd, yum-updatesd and sendmail, adjusting UseDNS properties within the SSH_config file, creating hostnames and changes to the OS Login by running specific variables within the /ETC command. Utilized the VI command to configure ethernet scripts as well as edit network bonding properties once the IPMI address was confirmed within the BIOS of the server. Ran cat /etc/resolv.conf to determine which name server was being used.

SITA Miami International Airport, Miami, FL April 2008 – April 2010

Hardware Engineer

• Receiving requests from users having specific computer-related problems (i.e. PC, printers etc.), identifying source of specific problem and resolves problem in an accurate and timely manner. Requests may be received and assistance may be provided over the phone, face-to-face, and on-line.

• Prioritizing requests based on severity of problem and impacting to users ability to do their job and overall business operations.

• Installing and performs minor repairs to hardware, software, or peripheral equipment, following design or installation specification. Referring problems that cannot be resolved to Administrative staff. Configuring new and existing PCs by installation of appropriate operating system, software, etc. as outlined by guidelines and user’s specific job needs. Configuring printers to work with appropriate network systems.

• Reading technical manuals, conferring with users, or conducting computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Installing software upgrades on existing PCs.

• Administrator of our hosted Exchange 2003 server cluster, which included OMA and OWA.

• Educating users on the proper use of and troubleshooting activities for hardware or software utilized.

• Working cooperatively as part of the team to provide excellent customer service. Conducting special projects as requested.

Epiq Systems, Miami, FL June 2007 – February 2008

Systems Engineer

• Responsible for Corporate email system including MS Exchange 2003 Clustered Servers and Symantec Internet Security Suite components.

• Responsible for creating Active Directory user, computers, OUs and applying group policies as needed.

• Providing technical expertise in support of initiatives scheduled by the Team Lead Hardware Support, Network Engineer and/or Systems Administrator, particularly in the areas of troubleshooting, maintenance, security, data import and export, data reporting and automation and scheduling processes. Installing, configuring, fine-tuning, maintaining and testing the Company’s proprietary application for which the department section is responsible. This was accomplished through the use of Microsoft utilities and applications.

• . Appropriately planning and assuring various system backups and testing restore procedures which are performed to ensure the integrity of the backups for Trustees acquiring the services of the Hardware Support Team. Assuming the role of Administrator for peripheral applications as assigned. Providing analysis of system issues for projects as required and act as a leader for systems projects as needed. Being a part of rotation that provided both online and on-site support for high-priority attorneys and associates.

• Basic administration of CISCO 3750E Enterprise core switches.

• Maintaining the document management properties of MS Office Suite 2003 for the Chapter 7 attorneys and their affiliates. Installing, configuring and troubleshooting MS Outlook 2003 on the client’s computer for both internal employees and Lawyers who hold an active account with the company. Diagnosing and resolving MS Exchange Server and SMTP issues via both locating the specified affected areas within the webmail version of the Database as well as replacing the PST file with the one from the most recent backup of the specified data.

• . Setting up and assisting users with basic archiving. Guiding users thru the process locating and attaining access to an alternate Address Book and/or Calendar. Upgrading user’s versions of the MS Outlook from 2000 to 2003.

• Responsible for monitoring ticketing system Seibel for escalated tickets and resolving. Items include applying security permissions to folders and users. Advanced troubleshooting for service desk as necessary.

• Working with vendors to get best pricing for new servers or any equipment needed for the IT department and responsible for creating PO and getting approval for VP of IT.

• Gathering hardware related issues from internal associates and designating the assigned tasks to Third Party Technicians who work within the proximity of the trustees’ respective office locations. Executing walk-throughs and site visits with High-Maintenance Chapter 7 Account Holders and nearby trustees. Working closely with Owners and Senior Vice Presidents to attend to any and all Network and/or Hardware-related issues in a timely fashion.

Lennar Corporation, Miami, FL July 2005 – June 2007

Helpdesk Analyst

• Adding computers and laptops to the domain. Resetting and unlocking passwords for users whose Network accounts reside in any OU of the Lennar domain with the utilization of both Active Directory and Microsoft Account Lockout Status. Installing, configuring and troubleshooting Cisco Dial Up/VPN connectivity issues for remote users. Troubleshooting setup, logon and web-client issues for associates on a Citrix Metaframe.

• Installing and configuring the Lotus Notes client on the user’s system for both first-time associates and relocating employees. Resolving password issues thru both locating the specified data in the properties of the Lotus Notes ID as well as re-creating the file and replacing the previous version with the one from the Repository. Setting up and assisting users with basic archiving. Guiding users thru the process locating and attaining access to an alternate Address Book and/or Calendar. Upgrading user’s versions of the Lotus Notes client to 6.0 and above.

• Resolving Blackberry email transmission issues by removing the Blackberry Internet Email Service CMIME service books, logging onto the Blackberry Internet Email Service and selecting the user’s Profile sending new Service Books after the service book has been removed. Upgrading the user’s Blackberry Desktop Manager Software while having the user’s Profile switched to an alternate Blackberry Enterprise Server to create new encryptions for the device’s pending synchronization. Setting up user’s for Remote Enterprise Activations and guiding them thru the entire process. Resolving both Lotus Notes ID and initialization file problems for the user in order to safely ensure that the user’s Profile points to the correct Domino Server and is replicated onto the user’s Blackberry Desktop Manager.

• Providing logon, setup, configuration and printing solutions for JDE issues on an IBM AS-400 platform. Attending to problems within Microsoft Office Excel 2003 based Add-in applications such as Hyperion Essbase 6.5, Hyperion Planning, Showcase 4.1 and Item Pricing Upload/Download (IPDU).

• Resolving performance issues on both desktops and laptops for users which include misconfigured ActiveX properties in Internet Explorer, Microsoft Windows Updates as well as preventative maintenance for viruses, spy ware and other forms of malicious software.

Lucent Technologies, Miami, FL May 2005 – July 2005

Team Manager

• Organizing individuals into a team prior to the specific staff-performance deadline.

• Knowing all intramural policies, rules and regulations as outlined in the Call Center Outlines Manual and being familiar with the special rules for each aspect of any employee’s overall performance.

• Monitoring the activities of others and ensuring that the company's resources are used effectively on an Oracle Database.

• Recognizing the causes of and the steps that can be taken by a representative to overcome stress in a described situation. Determining the appropriate information sources and course of action for a call center agent.

Ryder Corporation March 2005 – May 2005

IT Move Support Technician

• Troubleshooting and resolving problems with desktop computer hardware and software for Ryder Corporation IT Move support faculty and staff.

• Assisting with the setup, configuration and staging of computers in new formed offices and departments. Performing routine repairs of supported hardware.

• Providing technical support to customers (or to Ryder employees, as assigned) in person by assisting in the installation and use of products, identifying problems or conditions outside of a product that adversely affect its operation, providing a path into Ryder R&D for customers' product suggestions as well as information about Support processes and resources; participating in development process via defect reporting/prioritization, documentation and usability reviews, etc.

• Maintaining a positive, helpful, constructive attitude and work relationship with supervisor, IT staff, employees, and the immediate work environment.

JP Morgan Chase November 2002 – December 2004

Level II Helpdesk Technician

• Delivered technical customer support over the phone in a call center environment; identified, troubleshot and resolved a wide range of technical computer-related problems; made the distinction between Level One and Level Two end-user problems while utilizing the Smart Ticketing application and having acquired valuable experience with subsidiary softwares such as Remedy and Magic in the process; identified, evaluated and solved end-user workstation problems; supported and trained end-users in a wide range of software applications as needed; read, understood and applied complex technical information; mastered new computer technology.

• Maintained cooperative working relationships; demonstrated sensitivity to, and respect for, a diverse population; fielded all Help Desk calls from District user base and created the initial record of the request with the use of the Tivoli Service Helpdesk application on a Citrix platform; resolved all Level One criteria over the phone; passed all Level Two requests on to a Network technician and contacted third-party vendors for warranty service repair.

• Attained hands on experience with OS's Novell, Windows NT, 2000 XP and Professional as well as tracking applications such as MS 2000 Office Suite, Lotus Notes, Web PM, SAC Web E-Smart, NCC Service Center, Gasper and Tandem.

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