Software Support
Resume:
Vondell A. Perry
Phoenix, Arizona 85009
********@*******.***
QUALIFICATIONS AND SUMMARY
Information technology professional with proven experience with end user
support, and training. Extensive experience in all areas of Windows
Applications and Enterprise/Domino Domain.
KNOWLEDGE AND SKILLS
Strong knowledge of Windows 95/98/2000, XP, Windows NT 4.0 desktop and
server, Lotus Notes 4-5 to version 8.5 desktop and server, TCP/IP, Novell,
FTP, Pathways, MS Office, Palm network and applications, Blackberry,
Oracle, VAX VMS, VM, MVS, CIXTRIX, RAS, VPN, SMS, Vantive, Seibel, VNC, PC
anywhere
PROFESSIONAL EXPERIENCE
Charles Schwab, Phoenix, AZ June 2010-July 2010
Technical Analyst Tier2
Contractor via TEK Systems Inc. to support Charles Schwab proprietary
intranet applications via phone support. This support ranged from re-
imaging operating systems to software install and repairs. Also, including
remote and network connectivity support.
Isola Group, Chandler, AZ April 2010- June 2010
Lotus Notes Administrator
Contractor via Robert Half Technical Services for a 3 month contract
assignment. This assignment included Lotus Notes server and end user
support. The goal of migrating 700 users from Lotus Notes 7.0 to Lotus
Notes 8.5 using the Lotus Smart upgrage Kit. Migration project completed
3 weeks ahead of completion date.
Fresenius Medical Services Phoenix, AZ July 2007-April 2010
Field Systems Support/Lotus Notes Administrator
Started this position as a contractor and was hired on permanently.
Provided remote and hands-on support of Wyse, Dell, HP and IBM hardware;
Windows, Citrix operating systems, customized applications, MS Office
applications, Lotus Notes, 3270 and Unix connectivity. Provide
troubleshooting for local and network Dell, HP and Lexmark printers.
Project work included setting up a new office facility (LAN, terminal and
PC equipment) and a field office WAN upgrade project. Promoted to Lotus
Notes Administrator after receiving 8.5 certification.
Robert Half Technical Services Phoenix, AZ (June 2006 - July 2006)
Helpdesk Technican
Contracted for a 6 week assignment for the company Allied Waste.
Supporting AS/400 system. Duties including, Active directory, password
resets, network connectivity, network printers support. Also, creating
and removing users.
Choice Hotels International, Phoenix, AZ (July 2005 - May 2006)
Property Support Coordinator
Responsible for Hardware and software issues. Particularly on Choice
Hotels
Proprietary software programs. Provide helpdesk support to franchisees by
addressing in-bound calls. Determine cause of any user problems. Take
corrective
actions. Working in conjunction with technical vendors to ensure repair of
hardware
such as printers monitors and computers.
Volt Technical Services Phoenix, AZ (Sept. 2004 - May 2005)
Level 1 Technical Support
Contractor to support SBC internet services customers. Assist customers
with networking and TCP/IP troubleshooting. Supported DSL modems and
connectivity. Supported all Windows operating systems, MAC wireless
support, and email support. Responsible for SBC applications installation
and system requirements.
Department of Economic Security (DES) Chandler, AZ (Nov. 2003 - July
2004)
Program Service Evaluator I
Performed a wide range of applicant/employment services; explains
supportive services; including interviewing, placement, assessment and
referral; enter data to client server applicatons for approval.
MANUGISTICS, INC - Rockville, MD - (Nov. 1986 - Sept. 2001)
PC SUPPORT SPECIALIST
Provided support to end-users for PC software, hardware, network,
questions, problems, installation and configurations. Maintained an on-line
log of PC software request calls and produce reports for daily tasking and
management. Interfaced with outside vendors of PC products and services to
ensure rapid resolution of software and maintenance issues. Kept abreast of
changing technology in the microcomputer/data communication hardware and
software fields. Recommended updates for current technology to corporate in-
users and managed the process for implementing the technologies. Trained
information technology and other corporate personnel in software
installation, configuration, and trouble shooting practices.
JR LOTUS NOTES ADMINISTRATOR
Responsible for creating all user and mail accounts for the entire company.
Maintain, created and updated internal e-mail group accounts upon request.
Trained all employees of Manugistics in Lotus Notes practices. Created
Lotus Notes training manuals and new databases per request. Resolved
Lotus Notes issues and added additional servers as needed. Create monthly
reports for management.
SENIOR HELP DESK TECHNICIAN
Managed the help desk system in responding to end-users software and
hardware issues, and request that could not be resolved by the first tier.
Maintained tracking system of issues and concerns for management reports.
Supported Outlook and Exchange issues with connections to Notes servers
and mail. Responsible for mail retrieval and backups.
HELPDESK TECHNICIAN
Logged end users PC and network issues via phone. Either resolved issue or
assign to next tier via Lotus Notes Call Tracking system.
MAINFRAME COMPUTER OPERATOR
Responsible for backups on IBM 3990 running VM/MVS and Amdahl 5995.
Trained new employees on the IBM 3990, 3800 and Amdahl 5995.
File and data recovery. Complied data for Demography reports. Input
commands, start up/stop system operation, perform save/restore functions,
follow operational schedule prepared by supervisor and verify completion of
all computing assignments. Monitored various systems for error conditions
and status of job streams, respond to error messages as defined in
procedures manuals, record problems encountered and actions taken to
overcome them, and refer unusual or questionable situations to supervisor
for resolution. Operate peripheral equipment such as tape drives and
printers, perform user maintenance on tape drives, observe peripheral
equipment and error messages displayed to detect machine stoppage, enter
commands to correct stoppage and resume operations, and notify supervisor
of equipment stoppage as needed. Answer telephone calls to assist computer
users encountering problems.
Education and Training
Lotus Notes 7.0 System Administrator Prometric August 2008
Certified
Rio Salado Community College Human Services Assistance July 2004
Springbrook High School Silver Spring, Maryland
1978
Lotus Notes 5.0 Administration I & II HTR Rockville, Maryland 2000
Lotus Notes 4.5 Administration I & II HTR, Rockville, Maryland 1998
Lotus Notes Development I & II HTR Rockville, Maryland
1998
Understanding TCP/IP Data Tech Institute
Rockville, Maryland 2000
Basic Unix Data Tech
Institute Rockville, Maryland 1997
NT 4.0 Core Technology Manugistics Rockville,
Maryland 1997
NT 4.0 Administration Manugistics
Rockville, Maryland 1997
PC & Hardware Repair Learning Tree Rockville,
Maryland 1996
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