Technician Support

Holly Wells

*** ******** ****** . *******, ** ***03 . 919-***-**** .

**********@**.**.***

Skills Summary:

Twelve years experience in pc, server and application support for small

businesses, government agencies, and corporations. Strong background in

Windows environments, including operating systems and, end user

applications. Experience in Blackberry support, Server builds, telephony

router configurations.

Education:

Rhel-133-Linux Administrator

SA-119 - UNIX Essentials with Solaris 9

SA-239- Intermediate Systems Administration Solaris 9

Network + Certified

2011-Currenlty working on my associates degree in Computer Technology

Experience:

Technical PC Support Specialist/mindSHIFT 05/2011-Present

. Repaired PC that were infected with viruses

. Assisted clients with Microsoft Office issues

. Setup email within outlook/webmail

. Managed/created exchange/network accounts

. Rebooted servers when needed

. Reset/created accounts with Shoretel

. Managed internet sites through the firewall

. Supported most clients remotely

. Installed/maintained network printers

. Assisted clients using Allscripts (logging in, printing, scanning and

Faxing)

. Setup iPads/iPhones/Droids with email and vpn

EHR Application Support /AIT Support/ Interface Support/Allscripts 04/2007-

5/2011

. Assisted multi-specialty Dr practices that utilize the Allscripts

Professional EHR with point of care information for the EHR system

. Ran Scripts within Toad (oracle) and SQL (2005-2008) to repair bugs

and user error issues

. Was a level II resource for our frontline application staff for our

faxing and printing solutions. Worked alongside our development team

when issues within the part of the product was identified.

. Assisted 3rd party IT with installing, configuring and troubleshooting

scanners, faxing solution and printers

. Installed new interfaces for existing practices, Did various amount of

troubleshooting and diagnosing of issues and worked with various teams

within our organization to resolve complications

. Setup and configured users within Windows Active directory, including

administrator level users to run services within windows

. Configured advanced scheduled task options for resetting our interface

services in a timely manner, and to minimize downtime for the clinic

. Worked closely with our interface development team when "bugs" where

identified within our interface code. I would be tasked with running

scripts and other items to address these issues when they were

identified

System Administrator/Jr. Linux Admin, NC DOT 07/2006-04/2007

. Built a kickstart server for all RedHat OS Installs

. Assisted DBA's with adding Oracle Instances to the database

. Cleared archive logs on the Oracle servers, so backups could be

performed

. Worked with Developers on building a JBOSS server

. Installed patches on Windows 2003 servers

. Installed Galaxy software on all Unix boxes and insured back up were

successful

. Built Oracle Calendar server and documented processes that should be

running while calendar is running included troubleshooting

information.

. Documented troubleshooting information for Galaxy program on the Unix

boxes

. Documented all Server installs for each Linux box I built, including

patches and programs that needed to be installed on each server.

. Was the contact person for all Customers which included DBA's and

Developers. I gathered the information they needed and was their

single point of contact

Account Administrator /PC Support Technician III, Sony Ericsson, RTP,

08/2005 - 07/2006

. Provide desk side and phone support to 500 users (Including all

Executives) in Windows environment. Install, setup, configure and

support DELL hardware, Windows Operating Systems (Windows 98-XP),

Microsoft Office Suites (97-2K3) and 3rd party applications

. Created new user accounts and terminations within AD which included

creating email accounts, granting access to share drives and Security

groups. Adding user's to have access to the group email accounts which

also included setting up the accounts in their outlook.

. Create Distribution list, assigning owners and granting access to

individuals to be able to email locked DL's. Walking users through

adding users' and groups to the distribution list through the Address

book in Outlook

. Created Security groups this included mapping the shares to the

Security groups,.

. Owner of the upgrade to office 2k3 project. Upgraded users following

guidelines to office 2k3, using AD.

. Create VPN accounts for RAS and MCI WorldCom, I was also the only one

supporting users when they had Token issues. This included resetting

and synching toke codes.

Blackberry Administrator/ Telephony Administrator/ PC Support Technician

III

SpectraSite Cary, NC 07/2001 - 05/2005

. Printer, Exchange, Blackberry, and RSA SecureID VPN server

administration. Install, configure and manage printers, exchange

accounts, domain accounts, RSA SecureID fobs and VPN accounts, and

wireless email devices. Created NT/AD accounts.

. Aided in setup of test LAN for Active Directory/Unicenter

implementation.

. Maintain network patch closets including addition/removal of data

lines as well as digital (Avaya) and analog phone lines.

. Created new phone extensions, voicemail accounts, vectors and VDN's

using Definity/Avaya.

. Punch lines for phones on the Phone Block

. Troubleshoot internal web based/Citrix applications.

. Mobile Telecom Administration - Ordered/repaired/setup mobile cellular

devices for voice and data. (Blackberry, BES 2.6.2.14, PalmOS, Windows

Mobile, Good Link 4.0)

. Built Servers from the ground up which included updating BIOS and any

patches, service packs and any DHCP or DNS settings..

. Back up admin for Server administrators such as starting and stopping

services and bouncing servers when needed.

. Part of the DR team I setup all the Solaris systems during DR testing.

This consisted of building the boxes from scratch installing patches

and ensuring that our backups successfully restored the server. We

were successful 3 out of 3 attempts. This also required at least 12-20

hour shift. Working together with Windows team getting all servers up

and running.

. Admin of FileNET Servers/End User support.

. Added new document classes to FileNET using the CS tool.

. Checked status reports updated patches, installed SAN software and

installed Fiber Cards on 3 Solaris 8 systems.

. Checked Daily logs for any errors or flags on the UNIX Systems that

needed to be investigated

. Installed software programs needed for applications running on the

Development servers and the production servers.

. Stopped any oracle and JDE services when needed for maintenance or any

Server issues

. Start and stop SAN services when needed.

. Confirm SAN processes running and completed with no errors.

. Maintained all UNIX systems were running without error or slowness.

. Setting up remote users to access VPN via DSL and Cable.

. Provide desk side and phone support to 500 users (Including all

Executives) in Windows environment. Install, setup, configure and

support DELL hardware, Windows Operating Systems (Windows 98-XP,

Server NT-2K3), Microsoft Office Suites (97-2K3) and 3rd party

applications (AutoCAD, Citrix, Adobe Acrobat/Photoshop, FileNET, CA

Unicenter, JDE One World, Norton Ghost).

. Added computers to the Domain and setup local security rights

. Created Ghost images for new computers

. On-Call 24/7 support for any of the above (Rotating Shifts)

PC Support Technician II, Car Quest, Raleigh, 11/2000 - 07/2001

. Reset Citrix connections

. Setup email accounts using pop servers, within outlook 97 and Eudora

. Troubleshoot basic office application problems

. Provided desk support for 300 users. (Including all Executives) in

Windows environment. Install, setup, configure and support DELL

hardware, Windows Operating Systems (Windows 98-Windows 2000)

PC Support Technician II, BASF, RTP, 05/2000 - 11/2000

. Assisted users with dial up networking for remote access

. Assisted users with Lotus Notes, replicating to local hard drives from

server

. Quality checks on new laptops to ensure the ghost images were properly

installed and running correctly

. Troubleshoot issues with Lotus Notes, Network connection (in house or

remote), Office 97, Expense Link, Netscape and Web Based Programs.

. Used PC Remote to double vision users machine

Senior Helpdesk Tech/Team Lead, BlueStar, Raleigh, 06/2000 - 11/2000

. Set up the Helpdesk Database using TrackBridge (MS Access based)

. Created documentation (manuals) for the helpdesk

. Resolved Outlook 97/2000 email problems

. Resolved IP conflicts on the LAN

. Used software called Logistinet to add new employees to our

manufacturing database

. Made follow-up calls with customers confirming satisfaction with

resolution

. PC setups for new users

. Setup Outlook for users with PST and OST files

. Setup new employees on Exchange Server

. Troubleshoot LAN connections errors

. Changed the configuration to Cisco router IP address

. Ran status reports of the helpdesk

. Helped users change DNS settings and release IP addresses on their

PC's for LAN connections

. Typed manuals for users on how to use their PC's and connecting to LAN

in house or remotely

. Setup a schedule for backups on servers

. Setup Anti-virus updates for PC's in house and remote

. Trained Customers on using the PAN08. (Our internet store)

PC Support Technician II, Ericcson, RTP, 11/1999 - 06/2000

. Used SMS to remote control PC to determine in more detail the problems

users were encountering

. User administration duties include supported installs and

troubleshooting network printers, password resets, and managing share

permissions across a mixed NT/95 /UNIX network.

. Reset password for E-now accounts (secure connections to the network

using secure id's cards) in Unix

. Setting up new users with email accounts using Outlook 97

. Reset UNIX passwords.

. Map Network Drives for users

. Setup PC's on network for when departments would moved.

.

Helpdesk Engineer, SSDS, Raleigh, 11/1998 -11/1999

. Map Network Drives for users Installation and configuration of NT

workstations remotely

. Ran various scripts and batch files on NT Workstations and servers

. Supported, replaced and installed hardware

. Answered 50-70 calls a day.

. Logged tickets using Remedy.

. Supported the POS one system

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