Customer Service Technical Support

Darren Burnham

P.O. Box **** ~ Cumming ~ GA ***** ~ 678-***-**** ~

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

Technical Support Professional

. MCSA, MCP, MCDST, A+, and Network+ Certified Professional, with more than

12 years experience in System Administration, Technical and Help Desk

Support.

. 3 years working as a Systems Administrator maintaining the integrity of

the systems and network.

. 3 years providing Help Desk support to local and remote users, earning a

solid reputation for productivity, complex problem resolution and

professionalism.

. 6 years of computer/network experience supporting a global

telecommunications organization within a mixed computing environment.

. Resourceful and innovative IT Professional who strives to provide

exceptional customer service, consistently solve problems and rarely

escalate issues.

. Excellent organizational and verbal/written communication skills.

Technologies

Microsoft Server Active Directory MS Exchange SBS 08

03/08r2

MS WIN 00/XP/Vista/7 MS Office 03/07/10 Lotus Notes Group Policy

Admin/Client

VMWare ESXi VMware Workstation Sun Virtual Box XenServer

Symantec Antivirus Symantec Backup Exec Symantec Ghost CloneZilla

Server

Blackberry Devices Wireless Networking Intitel Phone System WSUS

System Center Sharepoint ISA Proxy TrackIT

Essentials

SysPrep DNS DHCP IIS

Professional Experience

System Administrator 2007 ~ 2010

Unisia Steering Systems ~ Oakwood, GA (Business Closed)

Provided technical infrastructure support for 100+ end users, 10 servers, phone

system, network and security system at a manufacturing subsidiary of Hitachi

Corp.

Daily review of all Dell and HP servers, software, backup log files, security

and phone systems.

Responsible for Active Directory structure, DHCP, DNS and day-to-day network

maintenance.

Provided front line help desk support to all end users, network systems and

peripheral devices.

Managed IT budget, maintain software licensing, patch levels and provide IT

improvements.

Maintain and monitor company policies set by SOX standards.

Team collaboration on IT improvements and new projects.

Administrative experience with corporate email systems including Exchange and

Lotus Notes.

VMWare server setup, physical to virtualization of legacy systems.

Internal and external corporate web site improvements and maintenance.

New server setup, patch levels, and maintain software licensing.

Administer the corporate WSUS, Antivirus, SharePoint site, SPAM filter and ISA

Proxy.

Creation, deletion and maintenance of all VPN RSA token authentications.

Train and assist all end users with new software and technologies.

Break/Fix Gateway, Dell PCs and laptops. Printer maintenance.

Darren Burnham, Page 2

Computer Support Technician

2004 ~ 2006

MESSA/MEA ~ E. Lansing, MI (Relocated to Georgia)

. Provided Level 2 technical support diagnosing and resolving Windows

2000/XP/Office 2003 and Windows Domain network support problems.

. Assisted users with policies and procedures for setting up conference

calls, new accounts and web/network presentations, utilizing AD, Novell,

and Netmeeting.

. Escalated issues as needed and maintained communications with customer

and Technical teams by recording and tracking issues within TrackIT and

verbal communication.

. Extensively utilized Symantec Ghost, GPEdit, and SysPrep for software

deployment images.

. Worked independently successfully, without direct supervision.

. Provided special assistance with wireless LAN/WAN setup for Executives

. Dell and Micron hardware diagnostics and repair.

Lucent Technologies 1997 ~ 2004

Senior Computer Technician (Work Force Reduction)

. Installed, administered, and diagnosed LAN/WAN networked offices

while maintaining TCP/IP standards.

. Interacted professionally with 300 remote personnel, by providing

technical support and resolution of computer hardware and software

issues using VNC and on site support.

. Implemented a training center, conducted training and instruction for

system users on; User Policy, PC Use and Care, and various software.

. Managed and maintained a Windows 2000 Server environment.

. Lucent Intuity telephone system administration.

. Responsible for all technology within five corporate offices

throughout Michigan.

. Solely responsible for all purchases and inventory of technical

equipment.

. Monthly meetings with supervisors, presenting their inventory and

cost reports.

Education and Certifications

Lansing Community College Lansing, MI

Electronics Communications Associates Degree 1993 ~ 1997

MCSA, MCP, MCDST, A+, Network+

Working towards MCSE, CCNA 2004 ~ Present

References Available Upon Request

Contact this candidate