Technical Support Management

Gregory B Duenow ***** County Road L

773-***-**** Wauseon, OH 43567

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

A+ Certified Certified Novell

Administrator

AZBS, Chicago, Illinois 09/08-08/10

Technical Support, small business firms

. Desktop, Server and Network support for small businesses.

. New PC setup, including imaging tools, (Ghost, StorageCraft).

. Remote troubleshooting of virus, printing and email issues.

. Blackberry/iPhone setup and support.

. Assist users with various applications, including QuickBooks, medical,

construction and attorney applications.

Northern Trust Bank/TekSystems, Chicago, Illinois 11/06-08/08

Remote Desktop Support Team

. Administration of 1000 VM sessions and 600 Remote Desktops.

. VMWare ESX - VM administration.

. Install/Support: Remedy, Landesk, Lotus Notes, Citrix, Reflection.

. 110 machine builds/month average Feb. - Apr. 2008.

. India offshore technical liaison.

Solec Systems, Chicago, Illinois 12/03-11/06

Technical Support, small business firms.

. Novell, Windows Server 2003 and NT administration for small

businesses.

. Sonicwall VPN administration, 60 units. Network addressing.

. Backup and restores on via BackupExec.

. MDaemon and Exchange admin. MX records. POP/IMAP content + spam

filter.

. Desktop Support - Group Policy setup, firewall support and remote

control.

. Imaging of PCs via Ghost and Powerquest, including PXE.

GEZurich, Hoffman Estates, Illinois 11/01-12/03

Technical Support Representative

. Document hardware failure with end users over the phone.

. Windows memory management, OEM restores, device driver issues.

. Modem troubleshooting with AT commands.

XTRA Corporation, Maryland Heights, Missouri 06/96-08/01

PC Specialist, 1999 - 2001

. Standardization of PC images. Image library management.

. Install of Lotus Notes, Palm, WRQ, Business Objects, Groupwise and

Citrix.

. Yearly budget analysis for PC, laptop and printer inventory.

. Windows 98 to 2000 upgrade project. Inventory management.

Help Desk Analyst, 1996 - 1999

. MS Office, Business Objects, WRQ, Citrix and PeopleSoft.

. UNIX HP/UX 9 and 10 networking, print queue, rights admin and

backup/restore.

. Troubleshooting WAN issues over T1 with CSU/DSUs.

. Windows 95 to 98 upgrade project.

EDUCATION

B.A. - Truman State University, Kirksville, Missouri, 1991

Ranken Technical College: Night School, 1994 - 1996, Novell networking

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