Support Technician

Michael Aaron Fryar

***** ******* ***. #** . ********* CA, 90723 . Phone 562-***-**** . Email

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

Help Desk Professional

Active Directory Administration . Network ID creation and deployment .

Group Policy . Network Security Patch installation and updating . Server

setup/ Monitoring . Veritas Netbackup & Backup Exec (Tape) Management .

Desktop & Laptop Cloning/deployment . PC Hardware/Software Troubleshooting

. System Upgrades . Malware/Virus protection & Removal . Remote Desktop .

VPN Support . Mobile Device Support . Tier I/II Help Desk Support .

Escalation Resolution . Purchasing . PBX/Audix Administration . Internal

Website Support and Administration

Certifications/Training

MCP

Microsoft Certified Desktop Support Technician (MCDST)

Network+ Certified Technician

A+ Certified Technician

Professional Summary

My goal is to provide excellent service in the field of IT Support while

constantly upgrading and building valuable experience and knowledge.

Professional Experience

03/2010- Cetera Financial Group (Formerly ING Financial

Advisory)

Email Systems Administrator/Platform Support

(Environment consists of corporate offices. Daily support load

high)

. Participated in company email infrastructure move

from Exchange 2003 to Hosted Exchange. Moved over

700 mailboxes, setup accounts, managed passwords,

setup public folder shares, shared mailboxes, groups,

and permissions.

. Exchange 2003/2007 contact administrator. Hosted

exchange contact. Outlook Support and training.

Lead point vendor contact.

. Help Desk. Documentation. System administration

support.

. Application installs and server setup. Patching.

Virus protection.

. Remote troubleshooting tools and Phone support.

. Application platform support for various IT tools

(Microsoft Visual SafeSource, Gemini, ect.).

Installing and configuring apps on new servers.

Vendor support coordination. General system

administration tasks in support of these

applications.

. Created troubleshooting and procedural documentation

for supported applications and platforms.

. Participated in IT projects associated with Cetera

transitional move from ING environment (planning and

execution).

. Acted as vendor support contact for hosted

Sharepoint.

05/06-08/09 Sea Launch LLC, Long Beach CA

Desktop Support/Systems Specialist

(Environment consisted corporate offices and manufacturing.

Daily support load ranged from moderate to very high depending

on proximity to launch date.)

. Headed a project to introduce a new Helpdesk system

to Sea-Launch and conducted the setup, implementation

and training for Sea Launch employees and partners.

. Streamlined the backup system process and server

maintenance saving the company valuable capital, time

and server room real estate space and was primary

backup system contact administrator.

. Organized move of computer equipment and peripherals

of Sea-launch executive offices from World Trade

Center to Homeport offices.

. Active Directory Administrator (account creation,

group creation, file database management)

. Maintained all imaging of Dell, IBM & HP pc's and

laptops (setup & deployment) using GHOST.

. Maintained Cisco switches and routers.

. Email Administrator (Exchange 2003 & Outlook 2003

ect)

. Supported roughly 200-300 end-users with computer,

network systems, wireless communications and computer

peripherals (network lan printers/scanners/fax)

including high end executives in our World Trade

Center offices.

. Recommended hardware/software solutions & upgrades

using established procurement processes as well as

establishing requisitions and purchase orders for

capital equipment.

. Performed security patch installation

antivirus/malware installs and cleaning. (Security

Hardening)

. Primary Help Desk Support Contact (Application

Support Specialist-Office 2003/2007, VPN, Blackberry

and proprietary software support)

. Group Policy Administration.

07/03-05/06 LSI/Fidelity National Credit Services Pasadena, CA

Technical Support Technician/Desktop Support Technician

(Work environment consisted of high call volume software support

in office approximately 40-50 calls per workday with some

deskside when necessary. Tier I/II Support)

. High Volume Call Center Phone & Desktop Support

. Assisted in the installation and updating of

proprietary software, as well as the setup and

troubleshooting of all equipment.

. Desktop/Laptop break/fix troubleshooting.

. Network Support Administration and Security.

. File error correction and trouble-shooting in Unix

Environment.

. Identified and removed computer viruses.

Education 1995 ECPI University of Technology, Virginia Beach, Virginia

A.A. in Information Technology

2010- Devry Institute of Technology, Long Beach CA -

Currently finishing BA in Network and Communications Management

Contact this candidate