Customer Service Support
Resume:
John L. Oliver Jr.
San Marcos, CA 92069
**********@*******.***
SUMMARY
> Computers/Telecommunications Networks Experienced in a wide range of
P.C and local area network communications systems and equipment
> Skilled with both training and installation of L.A.N and W.A.N
Networks, AS/400, Windows XP, 2000,98,NTv4.0, TCP/IP, DSU/CSU, ISDN,
PDA Support, VPN Support, Visual Basic, SAP support with Semantic
firewall configuration
> Heavy level 2 and level 3 helpdesk skills, Voice over IP (VoIP),
wireless networking and Web services. Avaya, Lucent, Octel PBX, Linux
and voice mail
Computer Hardware:
Microsoft Server 2000 support and installation, complete P.C installation
and implementations, Memory upgrades, instillation of Hard drives Cd ROMs
and Motherboards; perform hardware printer and peripheral
Computer Applications:
Windows 7, XP, win2k, Microsoft Office 2010, XP, Apple OS systems 9, 10 and
Tiger. Lotus Notes 6.5, Outlook, Adobe Photoshop, Norton Utilities. Auto-
Cad, CICS, IMS, TSO, Microsoft suite 2003 and 2007, BackOffice, Open View,
Visio, McAfee antivirus, Microsoft Exchange Servers 5.5, Outlook 2000 MS
Back- office, Page, Media Streaming and Mainframe/Server applications
solutions and Active Directory.
EXPERIENCE
illumina Inc.
Second Level Helpdesk/Desktop Support
12/12 - Present
Adding desktop computing devices to a Microsoft Domain Environment from
Active Directory
Creating, copying, and migrating user related desktop profiles on Microsoft
Client Machines
Understand manually mapped network drives, shortcut links, and basic
desktop functionality
Troubleshoot desktop related issues;
> Respond to end user support issues in a timely and professional
manner
> Diagnose and resolve requests utilizing remote assistance
> Remote and desk-side installation of various software packages,
engineering tools, and patches
> Provide support of Windows, MAC and Linux platforms
> Provide desk side support of desktops, laptops, Personal Data
Assistant Devices, peripherals, printers
> Documents all end user interactions
> Recover data from hard disk drives and /or perform data
migrations
> Provide regular status reporting
> Troubleshoot network printer issues
> Knowledge of home router and switch equipment and configurations
Adidas Taylor Made Golf
Altiris Desktop Support
03/08 - 02/12
> Troubleshoot software and hardware failures and identified network
problems when they relate to personal computers
> Monitor and repair PC systems in a Windows operating systems platform.
Imaging computers using Altiris software. 2003 Server support including
active directory and OS installation. Constructed MDF's and IDF's
installing Patch panels, routers, UPS's, hubs and configuring V-Lans
> Duties also included building and installing OS software on IBM "E"
Series servers and Media Streaming using various media players
> Worked with all Microsoft Office products as well as troubleshooting
experience and understanding of e-mail. Provided technical on-site
maintenance and support for new and existing systems
> Worked with Remote PDA'S and Remote Computers.
> Provided technology services and training classes to all Lear employees
so they can meet all standards in day to day operations
> Support includes both hardware/software platforms in order to support
technological improvements in the areas of Desktop Management and
network support
> Primary responsibility includes day-to-day systems Administration and
Networking support resolving connectivity issues, installing /
configuring Desktop and laptop computers, using Altiris client
services for imaging and staging, and Remedy to resolve ticket issues
> Experienced with Outlook and Citrix troubleshooting. Applications
supported : Windows XP, Win2k and Microsoft Office 2003
> Network functions : PBX support, wiring, Cisco router configuration
> TCP/IP and VoIP, Add, move and changes using AVAYA PBX and Octel
voicemail system. Other networks supported : Novell Netware 4x through
version 6.5, including, ZEN for Workstation, and ZEN for Servers
Toyota Technical Center, Ann Arbor, MI
Desktop Support/ Network Administrator
09/05 - 03/08
> Provide technology services and training classes to all Toyota
employees so they can meet all standards in day-to-day operations.
Support includes both hardware/software platforms in order to support
technological improvements in the areas of Desktop Management and
network support
> Primary responsibility includes day-to-day systems administration,
Lotus Notes configuration/ troubleshooting. Using network tools to
resolve and support connectivity issues
> Configuration of Desktop and laptop computers using Altiris client
services for imaging and remote access. Remedy to resolve and track
ticket issues. I am experienced with Outlook and Citrix
troubleshooting using Apple OS sytems supporting powerbooks 5G and
Apple computers
> Applications supported Windows XP, Win2k and Microsoft Office 2003.
Network functions: PDA support includes knowledge for access to the
PDA device with configuration of the Wireless servers. W.A.N
troubleshooting/problem determination. (Frame Relay, ISDN, ATM
and Private line). L.A.N Troubleshooting problem determination.
(Ethernet, VTP, Token Ring and HSRP)
> Routing Protocols (EIGRP, OSPF and BGP). Cisco switching (IGX/BPX).
Knowledge of authentication methods that can be used by the devices
> Knowledge of security for devices and security of data and network
access. Infrastructure access points, protocols and authentication
> Support network and local printers, closet wiring, VPN, remote access
and Cisco router configuration
> Experienced in TCP/IP and Vo/IP. Add, move and changes using AVAYA and
Octel voicemail system. Other networks supported GroupWise, Novell
Netware 4x through version 6.5, including, ZEN for Workstation.
Bellsouth Telecommunications
2nd Level Helpdesk Support
02/97 - 04/05
> Implemented and provide complete Token Ring and L.A.N installation.
Configure Cisco routers using TCP/IP protocol
> Install and upgrade Lotus Notes and Windows XP & 2000 Software on
server and workstation
> Support on Front-end applications and visual basics, Novell 3.11 and
Microsoft products
> PC repair, UNIX and AS/400 support. Helpdesk responsibilities included
ensuring high quality customer service to both internal and external
customers
> Identified researches and resolved complex problems. Created and
managed procedures and ensure service levels where maintained.
Responsible for new hires and training programs
> Enforce Work Schedules
> Oversee daily operations for the Support group
> Provided direction and coaching, tracked assess and provide management
reporting of all in bound calls.
General Motors (E.D.S)
Data Network Communications Technician
06/85 - 02/97
> Maintained network integrity serving as troubleshooter and liaison with
customers, vendors and contractors. Installation of all Bell Labs
products Identified and resolved problem area, facilitating optimum
efficiency and more harmonious relationships
> Considerable exposure to D.E.C systems, CICS, VTAM and IMS mainframe
software; SNA network and SDLC and HDLC protocols, and Ethernet, Token
ring and Unix installation.
United States Navy
Satellite Data Communications Engineer
12/80 - 06/85
> Support and Implement all shipboard Satellite and UHF/HF communication
links around the world. Supervised 12 men on a 4-man rotation.
EDUCATION
Wayne State University
1987 - 1992
> Bachelors of Science Degree in Computer Science
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