Software Support

Dennis Simons

**** ****** ****** . *****, ** ****7 . 616-***-**** . abkm8p@r.postjobfree.com

Objective:

To obtain a position as a Support Analyst position with a progressive

organization in Florida.

Work History:

Trivalent Group (IT Managed Services provider) - Grand Rapids, MI 12/07 -

present

Network Administrator/PC Technician

. Support thin clients, laptops and desktops for 300 end users

. Design, maintain and support ESX 3.5 environment (on HP Proliant

servers)

. Upgrade ESX environment from 3.5 to 4.0

. Manage Citrix Presentation Server 4.0 farm

. Implemented and maintained Sage Abra and Sage MAS90

. P2V legacy servers into new ESX environment

. Configure HA and DRS on ESX clusters

. Merge domains from multiple domains into one domain using ADMT

. Build servers (usually HP Proliant ML and DL 360 and 380 models) to

customer specs

. Migrate all PCs and terminal servers from Office 2003 to 2007

. Design, maintain and support Windows 2003 Active Directory

infrastructure

. Configure, install and troubleshoot Cisco routers and switches

. Lead, coordinate and proactively make recommendations regarding key

process improvements as they relate to the client/server environment

. Create and configure virtual machines and resources utilizing VMWare

Virtual Center 2.5

. ESX host patching using Update Manager

. Add, delete and edit Active Directory group policies

. Monitor network bandwidth using Solar Winds

. Perform server backups and restores

. Configure policies and restrictions on iPrism web filtering appliance

. Maintain, create/delete user network / email accounts, assign network

and share permissions

. Assign and manage security levels and passwords; perform other general

system administration functions.

. Monitor and troubleshoot Windows event logs

. Apply OS and application software upgrades/updates as new patches are

available

. Perform weekly (Microsoft patch Tuesday) and monthly maintenance to

servers and desktops at all locations

. Backup and restore images using Norton Ghost

. Ensure Computer Associates anti-virus software is up-to-date on all

servers and workstations

. Add and edit network printers on Windows Server 2003 print servers

. Install BIOS updates on ESX servers

. Performed ESX 3.0 ( ESX 3.5 migration

. Performed VMWare Virtual Center 2.0 ( 2.5 upgrade

. Evaluate and manage hardware and software upgrades

. Provide Level II end user support relating to connectivity, hardware,

software, and telephony issues

. Plan, document and execute disaster recovery procedures

. Reconfigure datastores to best utilize SAN storage

. Install SQL2000 and SQL2005 on servers

. Create SQL2000 and SQL2005 databases and maintenance plans

. Track and maintain inventory of all company computer related assets

. Install published applications on Citrix Presentation Server 4.0 farm

. Add and delete printers using Citrix Printer Management

. Create new Citrix policies in order to enforce security practices

and/or optimize network performance

. Manage Microsoft Exchange 2003 server to ensure an efficient and

reliable email system

. Enable disk quotas on Windows 2003 file servers

. Configure and troubleshoot VoIP phone system

. Enforce HIPPA security policies and procedures

. Assist in developing specifications and obtaining competitive bids for

procurement of information systems equipment and services

. Provide on-call support during off hours relating to connectivity,

hardware, software, and telephony

. Supervise PC Technician

. Create and update network documentation

. Plan, design and implement video surveillance system consisting of

100+ PoE IP cameras

. Participate in professional development activities and certifications

as appropriate

Foremost Insurance - Grand Rapids, MI 10/06 - 12/07

Help Desk Technician

. Provided Help Desk support to end users over the phone and via email

. Supported remote field adjusters located throughout the United States

. Primary support for VPN connectivity issues

. Provided Lotus Notes support

. Created tickets using Peregrine software

. Performed testing and configuration of laptops for new and existing

employees

. Performed Terminal Server support

. Escalated incidents to level II Support as needed

. Primary software support (Word, Excel, PowerPoint)

. Cleaned viruses and ran definition updates when needed

. Troubleshot Epson and IBM printer issues

USF/Yellow Roadway Technologies - Grand Rapids, MI 01/00 - 10/06

Help Desk Technician

. Provided Help Desk first and second level support to end users over

the phone and via email

. Primary support for Microsoft Office XP/2003 products

. Escalated issues to Level II Support and Level III Engineers when

needed

. Troubleshot and resolved PC and thin client issues

. Assisted the Citrix Team with large scale rollout support

. Blackberry support

. Provided support for FMS login, software, and printer issues

. Created FMS user accounts and printer queues

. Provided support for AS/400 login, software, and printer issues

. Supported Winterm users by troubleshooting both hardware and Citrix

issues

. Diagnosed and resolved TCP/IP, DNS, WINS/DHCP related issues

. Provided dial-up and remote access support using Remote Assistance

software for employees accessing the network remotely

. Created, managed, and escalated trouble tickets using HEAT software

. Performed Citrix support using Presentation Console and shadowing

tools

. Trained new Technical Support Specialists

. Troubleshot remote network printer issues using Jet Admin tools

. Performed telecom support for corporate and remote offices

. Performed network administration using Active Directory - setup new

users, disabled users, setup security groups, created distribution

lists

. Cleaned viruses and ran definition updates when needed

Education/Certifications:

Ferris State University - Big Rapids, MI

Bachelor of Science - Information Systems 12/01

3.5 GPA

Grand Valley State University - Allendale, MI

Bachelor of Arts - Pre-Law 12/98

3.5 GPA

Microsoft MCITP - Server and Enterprise Administrator 2010

VMWare VCP 4 - 2009

Cisco CCNA - 2008

Microsoft MCSE - 2008

Citrix CCA - 2008

VMWare VCP 3 - 2008

CompTIA A+ - 2001

References:

Available upon request

Contact this candidate