Manager Sales
Resume:
R ichard D. P rout
Raleigh, NC 27601-1995
r p ****@**.**.***
Technical skills:
Completed the Cisco Certified Network Associate course through NC State’s
Computer Training in February 2010 and will sit for the CCNA exam in
September of 2010.
Operating Systems supported:
WIN95, WIN98, WIN CE, WIN2000, WIN XP, MS Vista, WIN 7
P rotocols Supported:
The OSI Model, RIPv1, RIPv2, OSPF, IGRP, EIGRP, VLAN’s, Access Lists,
SDM Deployment
N etworking Skills:
Cisco ECT Virtual Office Routers, Cisco 2800 ISR routers and 2600 series
switches
Software and Applications Supported:
MS Active Directory 2003, MS Office 2003, MS Office 2007, MS Exchange
2003, Internet Explorer versions 6, 7, and 8, Mozilla Firefox, Cisco VPN, Cisco
E nterprise Print Server, Cisco Unified Personal Communicator, Cisco
TelePresence, SAP Multi-Module Support for modules like SP7 Cornerstone,
M PD, HP7, SP2 and a host of others, RSA Secure Token Administration, RSA
A uthentication tool, Norton Anti-Virus, McAfee virus protection, NetApp filer
systems, basic UNIX commands in order to administer Scalix email access,
Remedy, DK 6.0 and HEAT case management database administration,
E xploris, IBM and NCR Point of Sales software. Provided support for other
specialized applications as well.
H a rdwa re:
Dell desktops and laptops, HP desktops, laptops and networked printers, Xerox
WorkCenter printers, Panasonic Toughbook laptop, signature pads, Lenovo
l aptops.
Cisco routers and switches.
P rofessional Experience:
H C L America, 11000 Regency Parkway Cary, NC 27518, Customer
S upport Engineer, Reporting M anager: Rohit Mahajan, 11/30/09-
P resent 919-***-**** Duties include but not limited to:
Resolve end-user IT issues and problems for Dr. Pepper Snapple VP’s, VIP’s,
employees and contractors. Provide hardware support for HP, Compaq and Dell
desktops, laptops and networked Xerox and HP Laser jet printers. Provide SAP
Super-User Admin support for several SAP module apps by unlocking accounts
and resetting passwords. Route special SAP transaction issues like invoices,
purchase requisitions, sales orders, purchase orders and inventory issues to
t heir appropriate teams. Provide Microsoft Active Directory administration
support for end-users by unlocking accounts and resetting passwords,
responsible for resolving Nortel Contivity VPN problems as well as Juniper
VPN issues using the RSA Secure Token Admin tool as well as the RSA
A uthentication manager, perform BlackBerry Enterprise Activations using the
B lackBerry Enterprise Server, Blackberry devices are activated by Sprint,
P rovide MS Office 2003 support for applications like Outlook and Excel,
perform spyware and virus remediation, document issues in the Remedy
t icketing database system. Mapped shared drive resources with shared drive
servers. Perform other duties as assigned.
STS/Cisco Systems, 7025-4 Kit Creek Rd. RTP, NC 27709, GTRC
A nalyst, 9/24/08-11/26/09, Reporting Mg r: Donna Hoffman, 919-392-
9663 Duties included:
Provided superior desktop, laptop, printer and router support for Cisco
Systems employees, VIP’s, contractors and vendors. Laptops supported were
t he Lenovo T and X series devices, HP desktops, Cisco Enterprise Printing
Systems, Connected Data Protector, Cisco VPN and DES card access to resolve
remote computing issues, installed, configured, setup and tested Cisco IP
phones as well as Cisco Unified Personal Communicator for web based VOIP
access, provisioned, installed and configured Cisco Virtual Office Routers,
created shared drive access for NetApp filer systems, disabled/enabled user
accounts in Active Directory, mapped network drives for shared drive folder
access, granted access to the Cisco Domain via MS-Exchange, troubleshot virus
and spyware issues, t racked and monitored the health of the network as well as
t he status of escalated cases, reset passwords using Unix commands for Scalix
email application, documented cases in the Remedy ticketing system.
Randstad/Carquest, 4720 Ha rg rove Rd. Raleigh, NC Helpdesk
A nalyst, 10/2005-9/2007
Reporting M anager: Ch ris M ack Exploris Helpdesk Manager 919-308-
1663
Provided IT support for the Exploris Point of Sale application that runs all
Carquest Auto Parts stores, distribution centers and corporate employees.
P rovided hardware support for HP desktops and networked printers, assisted
stores with EOD, EOM and EOY sales reports, tracked inventory, provided
email support, resolved Carquest link website issues with Internet Explorer
and the Carquest University website, provided support for network
connectivity issues and interfaced with the networking team to resolve Frame
Relay topology issues, replicated hardware and software problems in order to
affectively resolve issues, updated stores and DC’s with new pricing and
software updates, assisted end-users with the running of necessary store
reports, invoicing, core and warranty returns, prevented stored from going into
mode 2 which is “offline” mode.
Randstad/Colonial L ife & Accident, En rollment Technology Analyst,
Columbia, SC 29202, Reporting Manager: Becky Shealy-803-***-****
D uties included:
Provided IT support to Colonial Life employees, insurance agents, brokers and
home-based employees in the enrollment of supplemental insurance products
and services, resolved software, hardware and networking issues that arose
f rom the use of the Sales Automation 10.3 and SACOMM communications
uplink applications, reset passwords and provided password support for the
web administration of the Lotus I-Notes email application, ordered, built and
t racked databases and field-bills using MS Excel and MS Access, replicated
software issue for more affective troubleshooting, provided Internet as well as
I ntranet support for the ProducerNet website and the Harmony Online
E nrollment system, provided hardware support for the Panasonic Toughbook
l aptop, laser printers and signature pads, documented calls in the DK 6.0
t icketing system.
ARC/ IB M, Helpdesk Specialist, Bldg.632 RTP, NC 27705 9/2001-3/2002
R eporting M anager: L isa Lang- Contact number: unknown
Provided IT support to the Aventis Pharmaceuticals sales reps and campus
employees deployed in New Jersey, provided hardware support for the IBM
T hinkpad T22 laptop and the HP Jornada handheld devices that ran on
W indows CE, reset password using IBM Global Administration tools like UAM
and Service Admin, resolved Citrix Metaframe issues, provided email
administration for Lotus Notes and database platforms, provider internal
support for other applications like WIN2000, Paymail, Outlook and STARR.
Sapphi re Technologies/EDS Systems Analyst, 10/2000-10/2001 3100
G reen Rd.
R aleigh, NC 27614 Reporting Manager: Tamara Coffee
Responsible for providing point of sale, hardware, network, server support and
SatComm support for the World’s Largest Windows NT network, reset
passwords so USPS employees could log into applications, troubleshot, resolved
or replaced various types of postal hardware equipment failures such as
p rinters, monitors, POS devices, scanners and signature pads, troubleshot
network connectivity issues by using DOS prompts like IPCONFIG/ALL, PING,
TRACERT and Event Viewer, also provide SATCOM connectivity
t roubleshooting and resolved application problems like software freezes, AMS
updates, replicated issues to better troubleshoot constant problems, tested
equipment, mentored and t rained other employees.
Education:
NC State’s Computer Training Unit, 1/4/2010-2/22/2010 CCNA Course 48 credit
hours
Wake Technical Community College, Local Area Networks 1/1999-4/999 GPA
4.0
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