Software Technician

Robert Akins Jr.

**** *********** *****, *****, ** 95376

408-***-**** (cell), abm66e@r.postjobfree.com

I have been working in the Information Systems Industry for over 20 years

in computer customer support. I enjoy working within teams on

interdepartmental or individual projects. Successfully working with

customers, completing projects or tasks is my motivation. Working with both

customers and computer systems is the combination that makes the technical

field fun.

Professional Experience:

Select Staff (West Staff), Tracy, Ca Jan 2009 to Apr 2009

Customer Support Representative at www.Taxbrain.com

. Respond to customer questions via

Live Chat and phone for filling out

their taxes online

. Answer email questions in regards to

tax forms and log on change requests

. Provided software support for custom

web application

. Background check passed to work at a

proprietary based information

business

Network Appliance, Sunnyvale, Ca May 2007 to Nov 2008

Lab Computer Support System Administrator

. Set up weekly classes equipment

including Windows workstations,

Unix, Brocades, Cyclades, and

Storage Systems (NetApp Filers)

. Support Domain authentication and

DNS resolution in Active Directory

Windows 2003 Server

. Created and tested packages in

Altiris utilizing different

scripting methods, e.g., VB

scripting and batch files.

. Remote set up and troubleshooting

support for ongoing classes for

equipment resources

. Contributor in the overall

infrastructure design

. Documentation design of technical

procedures for task support

. Created proactive method of

discovering failing hard drives

throughout data center

. Received all incoming calls for

failed or stalled systems from

instructors during class

. Utilized Altiris reporting with SQL

queries to provide reports of

Software Delivery, Application

Metering, and Inventories.

. Served as an escalation point for

agent installation and remote

control issues

Network Appliance, Sunnyvale, Ca Oct 1999 to May 2007

Senior Desktop Support Technician

. Successfully worked with thousands

of clients each year to resolve any

issue their systems may have had

. Provided several level support,

including the company's Executive

Staff

. Worked with local as well as roaming

clients providing customer and

computer support

. OS Desktop support for Windows from

NT 4.0 to XP sp3

. SMS Administrator; Installed,

configured, defined boundaries,

created collections/queries, setup

replica test lab, deployed

software, and generated reports

. Solved Desktop/Laptop Hardware and

Software Issues

. Global Phone Support for Customers

. Managed Departmental Vendor Repair

Process

. Pool Management for case load to

team of 4 technicians

. Scripting using "AutoIt" for

automation and configuration tasks

. Data Recovery for failing hard

drives, local software or vendor

. Software packaging for unattended

distribution

. Worked with Vantive and Remedy

tracking software

. Collaborated with other technicians

to resolve issues they were working

on

Robert Akins Jr.

Space Systems/Loral, Palo Alto, Ca Aug 98 to Oct 1999

Senior Computer Technician

. Troubleshot hardware upgrades and repairs for PC and Macintosh systems

. Resolution of software issues on PC systems, including peripherals

. Project Management - Mac to PC file migration including file

conversion

. Build different software loads for desktop and laptop systems

. Team member for launch support campaigns - Desktop and Networking

setup

Apple Computer, Inc., Cupertino, Ca Nov 89 to Apr 98

Computer Technician / Desktop Support / System Analyst

. Configured desktop computers, servers and workstations

. Installed OS, Applications, Internet browser, and Email software

. Troubleshot hardware failures and software conflicts

. Managed Color Publishing Lab for Proof Printing and special projects

. Managed Paper Warehouse: Loaded and unloaded trucks with Power Floor

Jacks and Stand Up Forklifts

TECHNICAL SKILLS:

Active Directory, DNS, DHCP, TCP/IP, System and Remote Administration,

LAN/Networking, Scripting, Microsoft Office Applications, Call tracking

software, Browser Support, Resource Kits, Terminal Server, System Image

Building and deployment, Office Customization, Virtual Systems (VMware

workstation), iSCSI, SAN, CIFS, NFS, HTTP, CDU, VI3 (VMware ESX 3 Server).

CERTIFICATIONS:

. Microsoft Certified System Administrator 2003 - Certified July 2009

o MCDST - MS Desktop Support Technician on XP

o SMS 2003

. A+ Certification

TRAINING:

Altiris DS & NS Servers

Microsoft Boot Camp, Unitek, Fremont, Ca

Network Appliance Storage Systems (Filers)

EDUCATION:

Masters Institute 1998-1999: Associates Degree in Computer Science

Computer Systems Administration

United States Air Force 1983-1986: Avionics Jet Flight Controls Systems

Contact this candidate