Software Support

Douglas West

Phone 972-***-****

IRVING. TX *****

EMAIL ********@*******.***

TECHNICAL SKILLS

HARDWARE: IBM COMPATIBLES, LAPTOPS, PRINTERS (DOT MATRIX, COLOR LASER,

LASER), MODEMS, BLACKBERRY DEVICES, PALM PILOT, HP PROLIANT / DELL

POWEREDGE / IBM ISERIES SERVERS, HUBS (ALL COMMON BRANDS), PRINT

SERVERS, PIX, ROUTERS (CISCO, BAY NETWORKS, ASCEND), HP JET DIRECT

CARDS.

Software: MS Office, MS SQL, Lotus 123, Lotus Notes, Lotus Suite,

Visio, ArcServe, Backup Exec, Palladium, Act, PCAnywhere, Ghost, Quick

Books, Great Plains, Netmagic, Outlook, CCMail, Norton's Virus tools,

McAfee Virus Software, Exchange, WordPerfect, Meditech, Oracle

database, Norton Anti Virus

Operating Systems: DOS, Win 3.X, 9X, XP, 7, NT 4.0 Workstation/Server,

Windows 2000/2003/2004/2008, NetWare 3x-6x, Citrix Terminal server,

Windows Terminal services, Palm OS, Windows CE, Windows Metaframe,

Unix

Network: LAN/WAN integration/migration, diagnostic of network issues,

applications, cable testing, DSU/CSU, ISDN, ADSL, Frame Relay, Zen

Works, NAI Sniffer

Mainframe: Rumba, 3270 connectivity, and AS400 connectivity Protocols:

TCP/IP, IPX/SPX, DHCP, DNS, FTP, DSL, and ATM

EXPERIENCE

Desktop support

May 2012 - December 2012 contract Verizon/Terremark

Performed 1-3 level helpdesk/desktop support for users. Imaged pc and setup

software for them as to company policy. Setup user on server and email

accounts with correct permissions. Company used several different brands of

laptops such as HP. Dell and Lenovo laptops; they were going to HP

desktops. Setup cubes for user and connected the cables, when needed setup

switches and made connections there. Moved user from one location to other

location. Worked with VPN and RSA connections to the office. Did remote

admin of PC using Logmein and RDP when necessary. Created and admin group

in AD along with adding users and removing users.

setup RSA token and access. Used to setup network printers and setup

LAN/WAN systems

April 2011 - January 2012

Desktop/Server support contract Greatwide

Responsible for desktop support for the corporate office in Dallas, setups

and worked on printers for users as well as the network printers. Was first

level support for all serves at that location? Setup laptops to access the

office by VPN and via the web. Used Dame Ware/ Terminal server to take

control of PC and make the necessary fixes that they needed. Rebuilt many

PC for use, I was the only one there that knew how to do this. Imaged PC

for the users and moved their files over to the new PC. Worked on servers

by adding user and folders, installed new hard drives when one was bad.

Restored files from backup that users deleted by mistake. We used HP

Proliant servers and a had Dell power edge server along with a few IBM

iSeries servers. Had to reimage some PC due to company issues that came up.

Purchased part from web then installed them. Was let go due to economic

reasons.

February 2011 - April 2011

Desktop/Printer installer contract Bank OF America

Installed PC and printers in the north Dallas locations that we at one time

Country Wide. Had to remove old units then place units in spot and make

sure connected to network. Install the printers in location specified by

the company. Set the PC up to use the printer closes to them and made sure

the user was able to print. This was a contract position which ended in

April

May 2010 - December 2010

Support Analysis contract Capital One

Reset password in AD, made group and other items in the AD. Mainframe

support used in banking industry reset password added user and groups to

system. Did email groups and restrictions for company and move mailboxes as

requested. Worked on all servers, adding users and making the rights for

them to use. Setup group policies for user per the location and business

organization. We used HP Proliant blade servers at our location.

Sept 2008 - June 2009

Lockheed-Martin

Support Analysis contract

Desktop/server support to the Corp of Engineers in Ft. Worth, TX.

Assisted in the care of Blackberries, along with aspects of the LAN. Setup

users and account resets. Installed images on the desktops, created images

we used on the desktops. . Printer support for all the printers, Xerox, HP

and others. The printer person that took all printer issues, these could be

Lexmark or HP printers. Provides support to desktop users at the desk and

also via the internet. Called customers to access the nature of the problem

and then took action as to how to correct the issue. Provided server

support, install Project server on servers then turned server over to

correct person for final work. Setup group policies on server when needed

per corp. standards. We were a total Dell shop using Dell Power Edge

servers. Support for Exchange and Lotus Notes. Used Windows

2000/2003/2008/XP and MS Office several versions.

June 2008 - Sept 2008

Support Analysis contract McKesson

Setup of 200 + laptops and desktops. Imaged machines and transferred data

to new PC. Installed printer and other software for users. Made sure had

network connections. Tested out before giving back to users. Was support

person for all printer issue while on site this included Xerox and HP

printers?

April 2008 - June 2008 Atmos

Support Analysis contract

Setup Ghost server for office and Small business server for accounting

department. Setup policies for this server so only accounting personnel

were able to login into the server for work. Made necessary changes in the

server as needed and made sure the event logs were checked on a regular

basis. Support of over 500 users, moving PC's and installing new ones.

Setup printer works, with AD and software that company uses. General

troubleshooting issues for desktop and servers as needed. Used Ghost for

images to setup on desktop for new PC coming in for deployment. Used

Windows 2000/2003//XP and MS Office several versions.

October 2007 - December 2007 Match.Com

Network Analyst contract

Support of the NOC servers, installed new servers. Did trouble shooting

when necessary. Setup servers with OS and applications as instructed. On

24/7 call and some weekend work as necessary. Setup KVM switches and tape

systems. Installed new servers and the blades servers. Setup servers with

DHCP and TCP/IP settings as assigned. Used Remedy for ticketing system.

Made changes on the group policy when needed, aided the Oracle group in

setup of servers and configuration of them. Worked on the Cisco 5505 when

we installed it. Spoke to Cisco to assist with install and to make sure

that the unit was setup properly. Setup PC for users and moved

software/personal files over to new PC. Work on limited basis on the UNIX

systems when the admin was out. Used Windows 2000/2003/XP and MS Office

several versions. We used HP servers but had IBM and Dell Power Edge

servers as well.

August 2007 - October 2007 DSC

Network Analyst contract

Setting up Vlan's for the company. Making changes in the switches as

needed. Doing necessary changes to the desktop and to the servers.

Installing new switches and configuring them. Made changes in TCP/IP

settings. Used Remedy as the ticketing system. Worked on systems that had

Hummingbird and made sure they were working correctly. Used REACT in the

some systems when needed. Made changes to Cisco products to work with the

new Vlans that I was creating. Issued directive to have group policies

changes so that user could access the same items as before the new Vlans. I

had to work on the serves (HP Prolainte) to make the routes work when I was

making changes on the switches. Used Windows 2000/2003/XP and MS Office

several versions, when setting up PC's used xp for the OS on PC's.

May 2007 - July 2007 HP/Bank of America

Desktop Printer Support contract

Support for the users of desktop and laptops. Do maintenance on printer and

fixing issue with them. Support of over 1,500 users in the downtown area of

Dallas. Support for Blackberry's and other hand held devices. Used Windows

2000/2003/XP and MS Office several versions. Imaged PC and moved personal

files over to then new PC. Most work was done by hand but did use other

tools they had on hand.

February 2007 - April 2007 Levi

Systems Analyst contract

Support of over 500+ servers, installation, setup and connection to the

network. Racking the serves and connections to the network. Addition of

any software that would need to be loaded. Support to over 5,000 users as

for printing issue and network issues. Daily work with the AD and other

types of software. Setup and maintenance of printer queues. Worked with

various Cisco products to make needed changes in them to fix errors that

were being created in the error logs. Worked with Cisco switches and

engineers to fix issue that was found on the network. Set switches for

testing and for support at of site locations. We used the Dell Power Edge

servers but had some HP servers. Contract

August 2006 - December 2006 HCA

Network/Desktop Support contract

Installation of printers and PC's at hospitals in El Paso Texas. Imaged PC

and setup them up in required location per a detailed map. I was on site

for a week at a time then returned to Dallas for one day then back.

Migration of desktop to XP from 2000 and other OS levels. Installation of

Outlook 2003 and setup of Blackberries to the new server. Upgrade of

servers to 2003 from NT4.0 and 2000. Upgrade of Exchange to 2003. Used

Windows 2000/2003/XP and MS Office several versions.

May 2006 -August 2006 Perot Systems

Network Analyst contract

Installation of servers for the WK account. Building and installing in the

NOC. Ordering the servers and the other items that go with getting a server

into production. Setup the system from bare bones to the working server.

Travel to site across the US installing and assisting in the trouble

shooting of the network or servers. Moving of servers from various

locations to the NOC either in Plano or Woonsocket, RI. Cable management

and all other areas that pertain to the successful installation of the

server. AD migration when needed to support the new applications that we

were deploying. Switch support at locations that I went to and for the NOC

in Woonsocket. Setup switches at locations and made adjustments to them as

needed. Used Windows 2000/2003/XP and MS Office several versions.

January 2006 - May 2006 Bell Helicopter

Desktop/Server Admin contract

Daily work with desktops and server administration. Support of Blackberry

devices and other handheld items. Rollout of Office 2003 to all users, as

well as virus issues. Desktop support /printer support. Installation of

new PC's and printers. Installation of software of various types from cad

cam to other type per individuals requested needs. Migration of AD from one

local to another in after hour's operations. In this position I use Cisco,

Ad TCP/IP as well as other technologies. Only had to move about 200 servers

this way but had to travel to other locations to do so. Usually did 50 to

75 servers per location. Used Windows 2000/2003/XP and MS Office several

versions.

May 2005 - January 2006 Triad

Desktop/Server Admin contract

Worked for Triad Hospitals on desktop/server support at corporate office.

Assisted the helpdesk with issue that required desk side support. Lead the

upgrade process from 2000 to XP. Implemented the installation of PC

Guardian and Trend Micro software. Was lead for the rollout of the PC

Guardian software to the users. In this position I use Cisco, Ad TCP/IP as

well as other technologies. Assisted the move from Notes to Outlook at

home office. Worked the 24 hour on call system when needed. Used Ghost

to setup images for the PC that we used in house and shipped to other

hospitals. Setup Blackberry server and help others tech's with the

installation of the Blackberry's that the users had. Worked with Citrix

server setting up users and resetting passwords as needed. Contract

August 2004 - January 2005 Siemens

Server/Helpdesk Support contract

Worked for Siemens' Xpression phone systems/servers. Did helpdesk support

for the application and for the IBM servers. Used Netmeeting and PC

Anywhere 10.5/11.0 to access the system and correct problems the customer

were having. This included but not limited to the software and OS that the

server was running. Assisted the client in setting up the server and to

configure the software per their specific needs. Some time that to migrate

AD from one system to another one. This was a fix that was needed in some

location to make the software function correctly. Answered questions after

the install and did any type tech work that they needed. Support for Palm

system and windows CE when being used in conjunction with the Xpression

software. Contract

June 2004 - August 2004 Fujitsu

Helpdesk contract

Worked for Fujitsu on the rollout of their POS system to a major retailer

in the north east. Wrote document to help the field tech in the install.

Keep track of issues and scheduled the techs as to where to be and when.

Scheduled the inside tech for the store that they would support. Keep

track of any problem that came up and wrote documentation to assist in the

install. Hours were 4:00 a.m. till 1:00 p.m. or till all installs were

complete. In this position I use Cisco, Ad TCP/IP as well as other

technologies. Dealt with any stores that had to be rescheduled. Then redid

schedule so the tech and field personnel could get the store complete.

Contract

November 2003 - June 2004 HP/7-11

Server/Helpdesk support contract

Worked with HP/7-11, in the rollout of their new servers and POS systems.

Trained the field tech in the installation of the servers and POS systems.

Then manned the helpdesk for the rest of the rollout to answer question

and assist the field tech doing the install. Hours were 9:00 p.m. till

9:00 a.m. 5 days a week. In this position I use Cisco, Ad TCP/IP as well

as other technologies. Was successful in saving the company over $100,000

in getting the installs done on time. Had to have do what it takes to get

the install done to make sure were keep with the schedule that was laid

out by HP. Contract

Sept 1999 - Feb 2002 NAI

Server/Helpdesk Support

Help Desk for software issues from installation through everyday workings.

Dealing with Fortune 500 companies' IT departments. Administrator's called

in with issue I research the issue and get answer; anything from new virus

to general questions of everyday users.

Did training for Novell products and main lead on Novell/NetShield

software. Setup Novell servers using 5.1 and 6.x versions of software.

Zenworks was the point software for desktop distribution of software. NDS

was used for printer and to assist in the testing of issues arising from

the installation of the Virus software. Administrator of 3 Citrix servers,

added user and did trouble shootings as needed. Migrated from desktops

from 9x OS to 2000 Pro/XP. Was main contact for desktop support for over

300 users, sales and accounting personnel? Setup several 2000

Servers/Advanced servers that we used for terminal services. Installed

several Exchange servers 5.5/2000, setup user on the servers for the sales

personnel and for testing. Setup the Active Directory for Exchange to use

in 2000 OS. Worked with Citi Group on setting up their Active Directory

system where the McAfee software would function correctly. Work with

several others with their Active Directory problem related to our

software. Assisted in setting up Active directory in the headquarters

where we did our testing and for sales personnel. Used DCHP for internal

LAN/WAN IP allocation but also used the static IP's for others that did

not need access to the Internet via the office WAN link. In this position

I use Cisco, Ad TCP/IP as well as other technologies. Setup cabling for

internal LAN as well as the Hubs and Switches/Routers where needed.

Copied system hard drives using the Ghost software from Norton. Did

testing on the software that would be used on these systems in house as

well as with the client. Tested systems for compatibility to our software

and the software that the client might be running. OEM contact with

several companies that used our software in their own development of their

systems. Among these companies were Compaq, HP, Nortel, EY Technologies,

Postini, Software Spectrum, Veritas, Alltel, and many more. I dealt with

over a 100 OEM clients. I worked with the email response system to answer

questions from end users. Was responsible for the support of the Palm OS

and Windows CE virus scan products. Full time

EDUCATION

Diploma from Elkins Institute in Dallas

A+ Certification

Dell Certified

CNA in Novell 3.X - 6.X

CNE 3x, 4x.

MCP 9x

MCSE 3.x

UNIX system administrator training

REFERENCES

Furnished upon request.

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