Software Network

Mark A. Johnson

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

South, Euclid OH,

Cell: 216-***-****

Home: 216-***-****

Email: ******@***.******.***

Education The University of Akron

Akron, OH

. Obtained Bachelor of Science degree from the University of Akron in

Computer Information Systems Baccalaureate, Networking Option

08/14/2013

. Obtained Associate from the University of Akron in Computer

Maintenance & Networking/Cisco Networking Track 12/10/2011

. Completed Cisco Networking Academy Program Courses successfully.

Computer Programming Skills

. Operating Systems: Windows7, Windows XP, Windows Vista, Linux, Unix,

AIX, Ubuntu, SUSE

. HTML Editing Tools: HTML, XHTML

. Office Package: Microsoft Word, Microsoft Excel, Microsoft PowerPoint,

Outlook, Lotus Notes,

. Mainframes/Servers: Bluezone, Oris Mainframe, Citrix Servers, Apache,

MS Exchange, ICA, Thin Clients

. TICKET SYSTEMS; Track-It, ITSM

. Anti-Virus: Symantec, Barracuda, Malware, McAfee

AssuraMed Twinsburg, OH 2012-

2013

Network Admin

. Maintains day-to-day operations and troubleshooting of the existing

network and IT systems.

Assumes System Administration role for Microsoft Server technologies

(Windows Server 2008, Exchange 2003,2010, SQL 2003, 2005, 2010, Active

Directory, Terminal Services, Thin Clients, Citrix Server, Onbase,

RGH).

. Assumes System Administrative role for LAN/WAN: remote connectivity

technologies (V

PN, Cisco Anyconnect, RSA, RAD TOKENS).

. Assumes System Administration VOIP for ( Callcopy, AVAYA voicemail

system, Application Suite, CMS, ).

. Assumes System Administration role for Corporate Intranet Site.

. Provides supervisory expertise to IT administrative staff.

. Develop training materials and procedures, and train users in the

proper use of hardware, software, and systems.

. Assists with the evaluation and development of IT systems to improve

operational productivity.

. Provides front line system on-call support.

. Monitor and log network performance to determine where adjustments

need to be made, and determine where changes will be made in the

future.

Coordinate with vendors and IT Management to facilitate purchases.

. Performed daily maintenance of network resource tasks such as

creating, modifying,

. and removing user accounts within Active Directory, managing FTP data

files,

. updating DNS records, performing SQL database optimizations, Exchange

server

. user and mailbox management, and managing Live Communications contacts

and

. user updates.

. Acted as a resource to staff and clients on new software applications,

hardware,

. server, and network technology changes.

. Conducted training on employees upon implementing new network

resources like Citrix server to ensure maximum utilization

. Managed inventory list of computers, hardware components, and

licensing and

. support agreements.

. Participated in Citrix server configuration, publishing, and

troubleshooting.

. Monitored and maintained the Barracuda Spam Firewall device.

. Installed network Cat 5e cable for a network printer.

. Configured the network printer and workstations to function over the

network.

. Troubles hooted the Citrix environment for printer issues.

. Resolved many local area network bandwidth problems.

. Researched possible external hacking problems.

. Continually worked on bandwidth monitoring software.

. Periodically monitored event viewer on our Exchange Servers for any

errors.

. Assisted with reinstall of Citrix 4.0 to 5.0 for compatibility issues

with Exchange

Cleveland Clinic

Network Support Cleveland, OH Date:

2010-2012

. Routinely exceed call-handling goals, closing an average of 85 calls

daily (25% above quota) with a 92% first-call resolution ratio and an

average talk-time of 1.5 minutes -- well below 7-minute goal.

. Diagnose, troubleshoot and resolve a range of software, hardware and

connectivity issues.

. Maintain Web servers, files servers, firewalls and diagnostic problems

on Unbuntu

. Excel in asking probing questions and researching, analyzing and

rectifying problems.

. Provides phone technical support service to CC clients (internal and

external) by providing a single point of contact to report problems.

. Direct inquiries regarding IT-related "break-fix" and "how-to" issues in

accordance with appropriate industry standards.

. Analyzes user problems through various troubleshooting techniques which

included; password reset, remote access, microsoft application, iphones,

blackberries and pagers.

. Logs and dispatches incidents to the appropriate CCHS personnel.

. Maintains IT service management software appropriate for role.

. Resolves incidents within appropriate industry standards.

The University of Akron, Akron, OH

Date: 2006 -2011

System Admin

. Handled the responsibility of upgrading equipment and electronic

components

. Provided computer help desk support via telephone communications with

end-users.

. Performed diagnostics and troubleshooting of system issues, documented

help desk tickets/resolutions, and maintained equipment inventory

lists.

. Handled telephone calls, email and personnel requests for technical

support.

. Documented, tracked and monitored problem to ensure a timely

resolution.

. Provided solutions to a variety of technical problems of moderate

scope and complexity.

. Maintained technology proficiency standards for the systems to be

supported.

. Intergrated to Linux domain and windows clients using Samba server

. Implemented file integrity check tools like tripwire

. Configured FTP server to maintain the shared folders

. Configured and implemented Web server Apache and virtual hosting

. Troubleshooting techniques which included; remote access, Microsoft

application, Iphones, blackberries, laptops and PC

. Installed and configured the DNS, DNCP server assigned IP addresses to

client hosts

. Installation of operating systems like Linux, Solaris, AIX systems

CVS Distribution Center Cleveland, OH Date:

2003-2006

System Admin

. Primary duties included help desk activities, configures, installs,

repairs of hardware

. and software

. Provided end to end support including monitoring, maintaining, and

upgrading on

. corporate network servers, user workstations and firewalls

. Performed daily backup of server, and ensured integrity of nightly

backup processes

. recovery support and handled restore requests from users

. Set up PCs, printers, peripherals and networking equipment

. Maintained users and policy in Active Directory

. Set up new employees with e-mail and network access privileges

. Interfaced with vendors, assisted with IT-related purchasing, and

managed software

. licensing

. Experienced with drive ghosting and imaging

. Encrypted data to secure user data and maintained work order

documentation

Dollar General Cleveland, OH

Date: 2001-2003

Store Manager

. Organized and formulated entire range of retail management

liabilities.

. Provided necessary assistance for merchandising.

. Took necessary controls regarding opening or closing a store.

. Managed cash control and switched consumer support criticisms.

. Offered important motivation and supervision to the employees.

. Carry out necessary measures for recruiting, training and coordinating

32 store personnel.

. Work out entire merchandising, ordering and maintenance features along

with necessary cash and inventory control.

. Take essential measures for coordinating particular events and

promotions.

. Formulate daily and weekly sales and activities reports.

. Participant in local market enhancement program along with making

advertising planning.

Sterling Jewerly Cleveland, OH

Date: 1999-2001

Helpdesk/ Service Desk

. Responds to phone, e-mail, and in-person requests for technical

support

. Troubleshoot Hardware and Software related issues and installations

. Assist end-users with software and hardware questions; investigates &

resolves network issues

. including printing, installation, e-mail, and general system problems

. Create and manage end-user Active Directory and Exchange E-mail

accounts

. Track and monitor end-user problems and assist with resolutions

. Configure and install computers for new-hires and or system

replacements

. Assist in maintaining hardware and software inventory

. Assist in maintaining anti-virus and back-up solutions

. Assist in the design and installation of IT-related network and

hardware infrastructure

. Install necessary security patches and updates to end-user

workstations and servers

. Provide technical support for meetings and conferences

Contact this candidate