Technical Support Engineer

Jeanette A. Hearne

**** ****** **** ? durham, NC 27704 ? 919-***-**** ? ********@**.**.***

QUALIFICATIONS

A+

NETWORK+

MCSE

TELECOMMUNICATIONS

NETWORK CABLING

FIBER OPTICS

FUNCTIONAL EXPERIENCE

Experienced Technical Customer Support Analyst with extensive technical

expertise and the ability to work effectively with all levels employee, or

manager, and customers.

Researched and identified issue, which leads to development of a strong

team player, dedicated to meeting departmental and customers' objectives.

Anticipated, researched, identified, and developed solutions for various

technical problems.

Installed applications and supporting Windows environment such as XP and

Vista.

Resolved issues with Web Base Applications

Performed Web Designs using HTML

Resolved Ghost Imaging, Windows XP, Windows 95, Windows and Windows 2003

Operating Systems issues

Resolved LAN/WAN issues

Acted as primary liaison between customers and IT Security team to provide

customers with password and access to user's group for Active Directory in

a timely manner, decreasing number of direct contact to IT Department.

Trained new hires on policies, procedures and task to ensure consistency

and adherence to company standards.

Conducted reports used by other administration assistants to learn job

responsibilities as related to ISO 9000 requirements.

Consulted with 3rd party on new or evolving software and hardware

platforms.

Resolved Modem connectivity problem

Installed and configured Client Services for Netware, Setup PPP Dial-up

connections and VPN.

Resolved issues with Novell Exchange, Outlook 98

Identified workstations that were reported as not receiving (ESD)

Electronic Software Distribution as required including verifying Suffixes

DNS and WINS workstation IP and computer name.

Remotely configured Network Printers and Local Printers, utilizing any

version of PCANYWHERE, SMS, and Windows NetMeeting.

Resolved tape backup units, Printers HP LaserJet, Lexmark and hand held

devices used by Postal Service for uploading data information into system.

PROFESSIONAL CHRONOLOGY

Support Engineer, HCL America, Cary, NC

12/2009-03/2010

Provided hardware support for HP desktops, laptops and network printers.

Duties all included but not limited to provided SAP Super-User Admin

support for several SAP issues

Provided domain access support using MS Active Directory.

Resolved VPN network connectivity issues

Provided McAfee virus and remedy updates

Provided support for MS Office 2000 and Outlook

Performed Blackberry Enterprise Activation

Call Center Technician, Parata Systems, Durham NC

11/2008 - 01/2009

Provided technical support for the RDS (Robotic Dispensing System) for

reporting drug prescriptions systems for Walmart, Walgreens, and CVS.

Resolved network connectivity with no cell responses, time out check cell,

homing robotic arm, host interface, prescription will not run

SAP Specialist, Temp Solutions, Raleigh NC - 10/2007 - 10/2008

Contract position with the Office of the State Controller

Assisted HR administrators and State employees with payroll issues, benefit

elections, usage of the ESS module and SAP.

Resolved Portal Login Issues with SAP Activation Failure, Employee Record

not Found, Invalid Login on SAPGUI, 404 Page Not Found Error and unlocking

NCID accounts.

SQL Database Network Administrator, Manpower, Durham NC -

05/2007-06/2007

Contract position with AllScripts

Created and ran SQL scripts to aid in a successful update of a healthcare

provider's database.

Sold new software to client networks, (physicians, hospitals and other

healthcare providers) using Oracle and SQL software by remote access such

as VPN, and Cisco VP.

Tier 3 Technical Support Analyst, Career Connections - 09/2004 - 03/2008

Contract position with IBM

Troubleshoot hardware and software issues for the United States Postal

Services, POS, and APC machines

Technical Support/Desktop Support, Electronic Data Systems, Raleigh NC

03/2001- 08/2004

Used SQL Server 2000, Windows 98, 2000, 2003, and Windows XP

Installed and managed DNS and DNHCP

Performed and resolved Networking connectivity

EducatioN

North Carolina A&T State University, Greensboro NC

Bachelors of Science in Business Administration

Triangle Rebuilding Communities, Durham NC

Graduation Date - 01/26/2010 - Fiber Optics

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