Byron M. DeWitt

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

Charlotte, NC 28215

Home: 704-***-****

Cell: 704-***-****

kbw755@r.postjobfree.com

Work Experience:

Wareforce/Sarcom Inc.

*/** – Present

Charlotte, NC

Desktop Support Services Analyst II

• Provides technical support by performing installation, repair, and preventative maintenance of personal computer and related software/hardware. Trouble shoots software and hardware failures and identifies network problems when related to personal desktop computers. Activities include recognition, research, isolation, resolution, and follow-up steps.

• Responsible for performing on-site servicing, repair and/or installations. Provides support in the installation, relocation, modification, diagnosis and repair of micro-computers and/or associated peripheral equipment. Focus of position is to minimize system/hardware downtime and to ensure customer satisfaction. Provides customer familiarization, if necessary, and uses diagnostic procedures and test equipment for problem solving.

• Proficient in both Windows 2000 and XP, upgrades of service packs, and other vital workstation/network updates.

• Also supports both Office 2000, 2003, and 2007 suite applications. Imaging of HP, Compaq, Dell, and IBM workstations/laptops,(Ghost or Business Desktop Deployment), adding users and computers in Active Directory domains, and also Service Ticket System (Remedy).

• Maintenance/repairs of Network printers and part of Add/Move/Change support team.

• Support of Avaya/Cisco 7940 and 7960 telephones with outages, manual and remote phone number registration, and also LAN/WAN connections.

• Support RIM Blackberry (BES) via Desktop Manager and Microsoft Exchange Servers for Outlook email services.

TIAA-CREF

5/05-12/07

Charlotte, NC

Desktop Support Center Agent

• Provide 1st and 2nd level 100% telephone/remote technical support for issues ranging from Hardware, Software, Application and Configuration for desktop (IBM) and laptop (IBM ThinkPad T23, T40, T42, T60) workstations.

• Security Administrator for Mainframe (RACF), Active Directory, TSO, and Novell Netware. Granted network permissions to user applications and corporate network servers via End User request thru Peregrine Service Center and Service Now ticketing system to corporate and regional satellite locations.

• Effectively supported more than 8,000 internal users and 600 web-based Investments, Human Resources, Web Center, Law and Compliance, Asset Management, Individual and Institutional Client Services, and Desktop applications.

• Monitored daily incoming emails for customer requests for services and system issues/outages within the department SLA to meet SOX compliance.

• Supported Avaya (VOIP) and Nortel Meridian telephone outages/issues and contacted outside vendors for further network troubleshooting procedures.

• Manually mapped network drives to workstation via remote access (NetMeeting and Tivoli) and for Novell and Active Directory servers.

• Supported RIM Blackberry (BES) via Desktop Manager and Microsoft Exchange Servers for Outlook email services.

• Provided break/fix support to end users.

• Re-Image of Desktop/Laptop with Ghosting software.

Bank of America

9/01-4/05

Charlotte, NC

Global Client Services Specialist/ Helpdesk

• Opening and closing of Middle Market/ Large Corporate Real Estate Accounts throughout the Midwest and Southeast region of the United States. Had 11 large assigned Clients in portfolio. Maintain Legal Documentation for new account openings.

Statement Rendering and Adjustment of internal/external client accounts. Balance inquiry, Memo Posting on IDS, Hogan, M&I, COIN, and Model and Legacy systems. Tracks account history via Vista and Pega systems. Researches and provides copies of cancelled items and also NSF and Return Item Charge backs.

• Provide 2nd level helpdesk technical support for the Encore Online Banking Software compatible with Win95, 98, Me, NT, 2000 and XP, and DOS.

• Scheduled external clients for walkthroughs of the banking software via telephone. Assisted in various Cash Management services such as NRT & RFT Wire Payments, Positive Payments, BAI files, LBX, Sweeps, ACH transfers, Information Reporting, Memo Posting and Stop Payments.

• Shadowed external accounts to provide detailed information for nightly processing of previous day transactions.

• Provide excellent interpersonal and customer service skills with the ability to resolve conflicts and generate solutions quickly.

• Provided advanced troubleshooting skills to help external/internal end users resolve dial-up connection, Network, and system driver issues, through secondary Microsoft software (Hyper Terminal, ProComm, Phone Dialer, NetMeeting and PC Anywhere).

Sykes Enterprises Inc. (Adobe)

3/01-9/01

Charlotte, NC

Technical Support/ System Troubleshooting

• Adobe Premiere Software Troubleshooting for Win 95-XP and Macintosh applications.

• Technical support for audio and video compatibility issues within the systems and programs third party utilities. Utilized Microsoft, Adobe and other websites and Internet Browser information to resolve system malfunctions.

Jack Henry & Associates

3/99-2/01

Charlotte, NC

AS/400 Computer Operator II

• Handle daily and nightly processing for more than 60 banks on the IBM AS/400 mainframe system.

• 24hr on call Security Officer Personnel to provided setups and resets of operators ID's, printer (stops/starts), vary off/on of devices for configurations analysis/diagnosis.

• Monitor mainframe systems for computer and system errors. Daily processing of banking transactions, regeneration of reports and statements and also nightly back-ups of banking information on IBM 3490, MagStar, Report Retrieval and Magnetic tapes which were sent to off-site storage.

• Used the Remedy tracking tool for trouble ticketing purposes. Monthly scheduled system saves and IPL of IBM AS/400 Mainframe systems.

• Received daily Automatic Clearing House, Electronic Cash Letters and Settlement reports. ATM technical support including, card order transmissions, receiving and also sending of ATM positive balance files.

United Financial Services

10/96-3/99

Mahwah, NJ

Senior Encoder/Balancer and Reader/Sorter Operator

• Balance and encode checks. Operation of NCR Image sorter machines.

• Print trial balances, statement rendering and deliveries of internal and external reports.

Career Objective:

Pursue a career to become a Network/Systems Administrator.

Currently studying to receive A+ and Network+ certifications

Software and Hardware:

Adobe Typesetter, Quarks Express, Dream Weaver, Front Page, Illustrator,

Photoshop, After Effects, Premiere, Flash Macromedia

Windows 95 - Windows 7, Macintosh, Microsoft Office Suite 2000, 2003, and 2007(Access, Word, Outlook, PowerPoint, Excel), Visio, Infinity, GTS Locator, Coin, Boss Fast, Encore, Stratus, Vision, Image View, Document Direct, ProComm, PC Anywhere, Q net, Support Tools, ACH View, CIBR, NetMeeting, Net QM, Hyper Terminal, MS Exchange Server, Windows 2003 Server, Safeboot, Ghost 8.0, Dameware, SMS 2003, Netscape, Right Fax, Lotus Notes, Hyperion, ADHOC, COGNOS, Crystal Reports, Vista, Seibel, Mobius, VPN.

DOS, UNIX, COBOL, CL, C++, DB2, VB, DNS, Teradata, JCL, LINUX, SNA, AIX, TCP/IP, LAN/WAN, FTP, SNMP, HTTP, IPX, JAVA, AppleTalk, MQSeries, REXX, AS/400, RPG III & IV, MBRI, ISDN, HSSI, UUNet, VPN, Token Ring, ILE, Tivoli, JES2, RACF, MVS, VTAM, VSAM, Tandem, Web sphere, Z/OS, OS/390, Data Warehousing, Laplink, Tivoli, Active Directory, Netware Admin, User Manager, Net Magic, Peregrine Service Center, Internet Explorer, Firefox, Ethernet, Intranet, Windows NT, 2000, XP, and SQL Server.

Education:

Rockland Community College Suffern, NY

A.A.S., Graphic Design and Advertisement

Long Island University/Rockland County Campus Orangeburg, NY

Undergraduate Studies in Computer Art Graphics

References:

John O’Brien – Sarcom 973-***-****

Evan Woodberry - TIAA-CREF 704-***-****

Crystal Jackson - TIAA-CREF 704-***-****

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