Technical Support Specialist
Resume:
Joshua-Ryan Lawler
******.****.******@*****.***
Programming & Scripting:
. C/C++, PHP, CSS, SQL Server 2005, HTML, WSH, Python, Ruby, DALI, GW
Basic/QBasic/VBasic, WSH, Android 2.2, Excel Macros/UDFs, DOS Batches,
LabTech/ConnectWise, Remedy
Operating Systems:
. DOS 1.x-9.x, Windows 3.11-8.1, Windows Server 2003, 2008 and 2012, SQL
Server 2005/MySQL, Microsoft Exchange Server 2007 and 2010, OS 7.6.4-
X.8, Android
Networking:
. CISCO ASA, Dell PowerConnect, SonicWall, Fortinet, IBSS/BSS/EBSS,
Patch Panel and CAT 5e/6 Cable Termination
Remote Technologies:
. SSH, Terminal Services, VNC, TeamViewer, RDP
Other Software:
. Active Directory, MS Office, Adobe CS3-CS5, AutoCAD, IIS, SharePoint,
ShadowProtect, Acronis, Symantec Backup Exec, Zenith BDR, IOMega
Storage Manager, Crystal Reports, VMWare, Hyper-V, PLC/LCP, HMI
Professional Experience:
April 2013-September 2013: Palmer Technology Solutions
Primary Responsibilities:
. Responding to all customer issues
o Removal of viral infections.
o Scripting of LabTech/PMM for reliable alerting
o MySQL scripting for backend PMM Service Board automation
o Managed Services resolution
. Resolve Cloud Issues
o Reconfiguring Hyper-V virtual servers
o Creating/Managing OUs
o Cluster Failover configuration
o Resource Management
. Exchange Server Configuration
o Administering all email accounts for all customers
o Scripting automatic resolution of Server issues
o Creating custom Monitors in LabTech/PMM
o Message delivery investigations
o Resolution of connectivity issues
. DHCP Configuration
o Lease management
o Reserved IP configuration
o Address Pool troubleshooting
o Conflict resolution
. LabTech/PMM Scripting
o Creating custom Monitors for workstation/server alerting
o Correcting existing Monitors to ensure accurate alerting
o Creating new workflows to streamline production
. Documenting New Processes
o Creating Run Books for all processes not documented
o Adding any information to KnowledgeBase not currently added
March 2007-April 2013: Vutex Inc.
Primary Responsibilities:
. Administration of all business laptops of varying make and model (XP
Pro-8)
o Removal of viral infections.
o Map Network Drives/WSH Scripting
o Migrating System Information
o Recovering lost data
o Resolution of all IT issues
. Two file servers and single Domain Controller (Server 2003)
o Managing Backup of all data
o Creating/Managing OUs
o Managing all AD/shared drive permissions/Security Groups
o Setting up and troubleshooting WSUS
. POP/SMTP servers
o Administering all company email accounts
o Resolving all client/host issues
. Dell PowerConnect Configuration
o Subnet Configuration
o VLAN Configuration
o IP Table Configuration
o Static Route Configuration
. Managing all IT projects (Production & Non-Production Related)
o Creating timetables using Key Point Indicators
o Implementing each phase of each project, while reporting
milestones
o Following-up with each department to verify progress
o Reporting current status for each project daily/weekly
. Administering Digital Addressable Lighting Interface
o Programming DALI interface
o Configuring/troubleshooting hardware
o Testing configuration and creating detailed Concern Sheets
o Addressing each concern individually and resolve all issues
. SQL Server 2005 Administration
o Creating Views/Data Mining
o Performing daily maintenance
o Backing up/Migration of DB
. Print Server Administration
o Setting up all printer permissions
o Completely rebuild HP 5100DTN/5200DTN printers
o Creating batch jobs for queue monitoring/early alert system
. Maintaining Networked HP LaserJet 5100tn/5200tn printers, Moxa units
and scanners, Junction Boxes and digitally addressable lamps
o Creating Preventative Maintenance schedule and ensure
completion
o Troubleshooting daily issues with connectivity
. Purchasing hardware/software
o Creating Decision Matrix for software and hardware purchasing
o Purchasing hardware and software following all legal
licensing standards
o Installing and Maintaining all purchases
April 2006-October 2007: Time Warner Cable
Primary Responsibilities:
. Tier 1 Technical Support Specialist for CATV, EMTA and DOCSIS 1.1
hardware/software
o Basic troubleshooting for all TWC CPE
o Jitter investigation
. Tier 2 Technical Support Specialist
o Driver installation
o Intermediate Windows/OSX troubleshooting
. Tier 3 Technical Support Specialist
o Advanced Windows/OSX troubleshooting
o Remedy scripting
o Train new Team Members in the Integrated Communications Order
Management System
o BSS/Router troubleshooting
o CISCO Blade investigation
August 2004-June 2007: Earthlink
Primary Responsibilities:
. Tier 1 Dial-Up Technical Support Specialist
o Creating Dial-Up Networks
o Troubleshooting Earthlink software
o Creating Remedy tickets for escalation
. ASDL Technical Support Specialist
o Troubleshooting aDSL issues
. Line Noise Testing
. Defective Network Interface Device troubleshooting
. Registered Jack troubleshooting
o Intermediate PC troubleshooting
o Configuring ILEC/CLEC aDSL routers
. Ticketing Response Operations Network Technical Support Specialist
o Creating Remedy tickets with vendors to resolve all aDSL/sDSL
issues
o Provisioning circuits with ILEC/CLEC
o Advanced PC troubleshooting
. Small Business Access Technical Support Specialist (SDSL/T1/T3)
o Programming support for all Earthlink routers (CISCO-based)
o End-user network troubleshooting support
o Digital Subscriber Line Access Multiplexer troubleshooting
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