Technical Support Software

Professional Skills and Strengths

. Well-rounded I.T. professional with very strong second level support

background with 18 years of progressive IT industry experience.

Highly skilled in technical writing, including documentation of new

processes and procedures.

. Strong technical aptitude with experience in supporting,

troubleshooting, and implementing industry standard platforms

(including Windows NT Server 4.0, 2000, 2003 and 2998). Knowledge of

VMWare and migrating physical Windows servers. Experience with

deploying Windows servers and clients.

. Strong administrative background including project planning, employee

relations, supervision, procurement, statistical reporting, and office

management. Goal oriented with excellent written communication skills

including technical procedures, training documentation, and

contingency planning. Great organizational skills with the ability to

manage changing priorities while keeping focus on problem resolution,

customer satisfaction and follow-up. Consistently participate in

training and continuing education through off-site vendors, computer

based training and industry periodicals.

Employment History

Electronic Data Systems/HP, Auburn Hills, Michigan

6/06 - present

Infrastructure Analyst

. Was a member of a team deploying/migrating Wintel servers into an

existing VMWare ESX 3.5 environment. Experience with P2V, P2I,

updating server templates and modifying virtual machine specs.

Knowledge of using VMconverter, PlateSpin, Putty and WinSCP.

. Provided second-level support of over 800 Wintel servers on an NT4,

Windows Server 2000 and Windows 2003 platform, both physical and

virtual. Responsible for OS and hardware incidents.

. Participated in a rotation of after-hour on-call responsibilities for

server incidents.

. Responsible for the Enterprise Change Management reporting to ensure

affected IT teams and customer are communicated of the changes and the

applicable impact that may occur.

Electronic Data Systems, Warren, Michigan

99 - 6/06

Advanced Systems Administrator

. Provide second-level technical support for GM Industrial Engineering,

World Wide Facilities Graphics, GM Global Command Center and General

Assembly groups. Platforms supported include Microsoft NT 4, 2000

and 2003 with a topology consisting of full trust relationships with

the NAM GM OnLine domain and 23 assembly plants throughout North

America. Currently support a client base of over 2,000 users for

security, network connectivity and remote access.

. Responsible for supporting approximately 180 local plant layout

engineers using Architectural Desktop 5, VisMockup 7.1, FactoryCAD

9.1, Winfax and Lotus Notes client in a Windows XP Professional

environment. Develop and implement directory structure and security

for the above engineering groups. Maintain Windows 2000 trusts and

user permissions with 23 assembly plants. Other tasks include acting

as a liaison with a centralized help desk for the GM environment,

assisting vendors with connection problems when transferring drawings

and various other miscellaneous administrative tasks.

. Responsible for configuring and implementing Windows XP WINS, DHCP and

Winfax server for private network.

. Responsible for creating, revising, and distributing technical

documentation for new and existing procedures for the team.

GM / Electronic Data Systems, Warren, Michigan

11/94 - 9/99

Systems Administrator

. Functioned as part of a team tasked with supporting Novell, Lotus

Notes and Windows NT throughout the General Motors Warren Technical

Center.

. Provided technical support as well as troubleshooting hardware and

software in a Windows/NT/Novell environment. Support of internal

business units, remote users, and client connectivity.

. Installed, configured Netware servers, including the deployment of

server and client maintenance patches at multiple sites. Other

responsibilities included building Netware and NT servers (PDC & BDC

machines), Netware DHCP servers, monitoring network performance,

troubleshooting network issues, user administration, tape back-ups and

configure printers for both IPX and IP printing.

. Lotus Notes administration tasks included supporting 15,000 + clients,

installation of server software, maintain/upgrade server hardware, set

up server connections, replication scheduling and mail routing,

register and certify new users, create and maintain group documents,

server backups, software upgrades for both servers and clients and

system fine tuning. Installed, configured Lotus Notes client software

on workstations, including laptop computers, which are configured for

both local and remote connectivity. The protocols that are used on the

client workstation include IPX/SPX and TCP/IP. Notes servers operate

on Windows NT and OS/2 platforms. Was the project leader of a five-

person group that migrated 33 Notes servers from R 3.2 to R 4.1.

Design and develop

programs/batch files to automate server administration tasks. Over a

period of 14 months, the supported Notes network grew to contain over

40 Notes servers and over 5000 clients. This network contains

several domains all utilizing a hub-and-spoke topology. Was involved

in Lotus Notes deployment of 1,500 Windows '95 seats on desktop and

notebook PCs.

. Database administration tasks included new database deployment,

defining access control lists, maintenance of design Templates,

routine maintenance of various databases, monitoring database usage

and activity. Was involved with the development of simple Notes

Database applications for team and management use.

R. L. Polk & Co., Detroit, Michigan

91-94

PC Support Specialist

. Performed daily Administration activities such: Backups, add/remove

users, load applications on network

. Provided Help Desk functions for end users: Hardware/Software issues

. Created image and deployed PCs to company employees

. Accountable for hardware/software inventory

. Performed cabling activities from Hub to patch panel as well as create

drop cables for cubicles.

Education

Walsh College of Accountancy and Business Administration, Troy, Michigan

August 1989

. Bachelor of Business Administration

. Major: Finance.

Macomb Community College, Warren, Michigan

May 1987

Received a Computer Information Systems

. Associate degree in Computer Information Systems.

. Associate degree in Business Administration.

Technical Support Strengths & Certifications

. Microsoft

Certified Microsoft MCP - Windows NT Server 4.0, Server 2000, 2003

Lotus Domino Server

Windows Workstation 2000, XP

. Expired Certifications: Cisco CCNA (2008), Windows NT MCSE, Lotus Notes

CLP

References

. References available upon request.

Contact this candidate