Customer Service Technician

Reginald B Burton

**** * *** **

Los Angeles, CA. 90004

714-***-**** Cell

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

Reginald B. Burton

Current objective:

To obtain a challenging customer oriented Information Technology position

in which my professional experience, communication and technical skills

will be effectively utilized.

Technologies:

Microsoft Windows Server 2003, Windows XP, Microsoft SQL Server 2005,

Novell Netware 5 Server Administration, hardware/software, Video

Conferencing, Citrix, VMWare, installation/configuration/troubleshooting,

Active Directory Microsoft Outlook 2003, AS/400, Legal apps, Docs Open,

Interwoven Mailsite/Filesite Citrix's, VPN connectivity SMS

Certifications:

CompTIA Certified A+

CompTIA Certified Network +

Security Clearance (Interim)

Polycom Certificate (Video Conference)

Professional Experience:

Freedom Communications, Permanent 3/28/07 - 9/26/09

Application Support

. Provide 2nd level application support for companies Business Systems,

Payroll, HR and financial applications (Ultipro, Great Plains, and

Stromberg Time & Attendance).

. Work with and support HRMS on procedures and processes created

documentation on issues and fixes and stored data in Knowledge base.

. Administer and setup Published application via Active Directory,

Citrix Farm, maintain Citrix servers via Citrix Management Console.

. Administered and maintain functionality of VMWare environment.

. Monitor, maintain and recommend system improvements

. Experience working with Lotus Notes Domino client.

. Create and Maintain user accounts using User Manager for Domains.

. Work closely with 3rd level Support, Network Engineers and Development

team on infrastructure issues network outages, VM Ware server

administration, SQL queries, DTS's and SQL scheduled jobs.

. Administer Microsoft SQL 2000/ 2005 running scripts that query

company's database.

. Aggressive with interaction with software vendors in regards to

escalation of issues that require vendor level support.

Ingram Micro, Consultant 2/21/07 -

3/20/07

Exchange Migration Technician

. Assist company with daily migration supporting 1500 end user's with

Outlook issues.

. Configuring and migrating Blackberry & TREO devices, interfacing

Outlook 2003 to new server.

LA County, Consultant 9/1/06 - 2/1/07

Level 2 Analyst

. Assist users with daily network issues; maintain company production by

providing technical support also 85% of support is done in a call

center environment.

. Current support on Novell network 4.91 clients.

. Configure/deployed imaged workstations with Novell Zenworks Desktop

Management.

. Support email client GroupWise 7.0.

. Acting as a liaison troubleshooting hardware issue regarding Dell

systems.

. Coordinate and configure wireless connectivity with Dell laptops.

. Work closely with Net Op's providing network Administration with

Imanger.

. Log all daily incidents in work order system TRACK IT.

Buchalter Nemer, Consultant 5/8/06 - 9/1/06

IT Analyst

. Provide day-to-day support that includes troubleshooting of PC

hardware, thin client devices, printers, PDAs and other assorted

peripherals. Deploy Ghost imaging on Dell pc's running Windows XP.

. Administer domain user accounts using Active Directory

. Respond to request rate is 65% inbound call activity.

. Knowledge of software InterWoven Mailsite/Filesite, installation and

troubleshooting procedures, device imaging and network connectivity.

. Experience supporting PALM OS/ Blackberry devices, AV equipment,

printers, and telephones, rotate shift by being On Call on weekly

bases.

Warner Music Group, Permanent 12/27/05 -

12/04/06

Helpdesk Analyst

. Worked Graveyard shift (10pm to 9am), monitoring all incoming helpdesk

technical related issues.

. Assisting users globally with issues, concerning VPN, connectivity,

Remote Access, Citrix, Outlook, Network Outages, etc.

. Administer domain user accounts using Active Directory

. Provided phone support and also monitor all incoming email request.

Log all activity into work order system Remedy.

Skadden ARPS LLP, Consultant 08/12/05 - 12/27/05

Helpdesk/Deskside Trainer

. Migration of GroupWise to Windows XP and Outlook 2003 rollout, provide

training to end user's with Outlook 2003.

. Log all Helpdesk incoming calls into HEAT work order system.

. Support users in a call center environment.

. Administer Citrix Management Console, concerning user's login

sessions.

. Provided floor support too all user's locally. Support Legal apps,

network printers, Dell Laptops, Blackberry and Trio devices.

Munger Tolles & Olson LLP, Consultant

07/01/05 - 08/04/05

Helpdesk

. Help Desk calls, supported end users remotely and locally on LAN.

. Provided technical support to end user's using Remote access.

. Supported apps MS Office XP, Docs Open, VPN connectivity, Citrix

connection, and Law firm applications, Casemap, Delta view,

Concordance, etc.

. Delegated administration of network user accounts with Active

Directory.

. Log all calls into Work order system HEAT.

ESPN Consultant 02/25/05 - 06/10/05

Senior Desktop Support

. Provide and maintain Desktop support for Affiliate Sales & Marketing

Dept, Supporting Window's XP platform using IBM system, Laptop's/

Workstations.

. Software installation packages run from Novadigm (Radia Connect) MS

Office 2003 Suite, support VPN connectivity using Black ice software,

Citrix's, McAfee virus protection software and Dameware for remote

access Purposes.

. Setup all HP Printers and Sprint TREO (Good link) PDA devices.

. Administer user accounts with Active Directory. Log all daily work

activity into Remedy

O'Melveny & Myers LLP, Consultant 11/09/04 -

2/15/05

User Support

. Provided companywide phone support troubleshooting Windows XP

platform.

. Perform remote access using SMS; maintain end user network accounts

using Active Directory.

. Support Law Firm applications, Doc's Open, Doc's Unplug, web base

application.

. Maintain wireless connectivity with users with laptop using IPASS.

Support video conference H.320 /H.323 technologies, using Polycom

systems VSX 7000, VSX 7800, Viewstation FX etc.

. Maintain scheduling of all video conferencing calls end points

globally.

FOX Television, Consultant 04/01/04 -

11/01/04

Helpdesk Administrator

. Maintain and support company's worldwide network operations.

. Administer Domain network user accounts. Various Operating systems

Window's XP, NT, 2000 etc.

. Strong customer service phone support, troubleshoot remote sites using

application Dameware.

. Support company system's IBM, Dell and Compaq, Palm Pilot's,

Blackberry, Citrix, VPN connectivity using PAL. Log and maintain daily

work activity using web base work order system Unisystem.

O'Melveny & Myers LLP, Consultant

11/20/03 - 12/19/03

Desktop Support Technician

. Assisted company in Window's XP rollout, supported over 260 user's at

law firm.

. Imaged all HP 4000, Dell 260's & 240's with Windows XP operating

system.

. Migrated and uploaded all data to network server along with email,

PST's and PAB's.

. Installed network and local printer HP 2100 printers.

. Maintained inventory of all hardware and software

HP/Amgen, Consultant 08/01/03 -

11/01/03

Desk side Service Technician

. Assisted with Helpdesk/desk side pc installation and refresh systems

for 8.000 users.

. Tracked and issued all of daily activities using work order system

Vantive.

. Installation of software (Citrix Neighborhood, Brioquery, Castanet

Marimba, Exceed Hummingbird and all MS Application's Microsoft Access,

PowerPoint, Excel Word, etc) and hardware on various system's Dell,

Compaq and Hewlett Packard.

. Provided Helpdesk support to end user's using Timbuktu program.

. Provide customer support on various software installation and setup.

. Maintain good customer service traits and use various methods to

interact with the client pertaining to work relations.

Washington Mutual, Consultant

07/01/03 - 07/31/03

Desktop Support Technician

. Provide technical support for Washington Mutual.

. Assisted IT dept in Window's XP rollout.

. Install applications using Castanet Marimba.

. Configure and troubleshoot all network related issue.

. Maintain all system with inventory and asset tag management.

. Backed up all data to network server. Maintain Office 2000 Suite along

with MS Outlook, PST, PAB etc.

SaTech, Permanent 10/01/2002 -

06/30/03

CSR (Customer Support Representative)

. Provided Helpdesk network onsite support for end user's at Naval Base

Port Hueneme/Point Mugu.

. Support users with various issues from network connectivity to Remote

Access into the Network.

. Maintain daily work log of all work being generated and done in work

order system Remedy.

. Provided Helpdesk support to end user's via phone support.

. Assist with all Mac's (move's, adds, changes) and daily trouble

tickets using Remedy.

. Troubleshoot network issues such as MS Outlook 2000, PeopleSoft

software, Naval Base Legacy Applications, Internet and network

administration (Active Directory).

Consultant 3/2002 - 10/01/2002

Network Specialist

. Contract work for the Department of Defense for the Navy and Marines

Intranet Setup/Roll out of Dell workstations and laptops.

. Working with Military's LAN/WAN environment and network concepts from

IP configuration to backing up Mission critical data.

. Taking inventory of data from each workstation and Backing necessary

information on specified server.

. Followed detailed Instructions and provided support to end-users.

. Assists with installation, troubleshooting, configuration and repair

of Network communications equipment, i.e. PC's, printers and other

peripherals.

. May work with clients, as field technician or help desk technician.

. Assists in providing technical advice to end-users.

. Answers questions to problems related to network services.

. Uses discretion and judgment to organize and perform Services

promptly.

Forgent Corp, Permanent 07/11/2000 -

07/23/2001

Customer Support Engineer

. Provided remote support for all vendor systems, including Galaxy,

ESA's Picturetel and Polycom, using H320 (Telco connectivity) and H323

(IP connectivity) protocols, ISDN, T-1, IP and ATM networks, and other

PC based video conferencing systems.

. Provided Customer Support Remotely and field service support by

performing installations and maintenance on customers with service

contracts. Logged all work into work order system Clarify.

Creditcards.com, Permanent 08/25/1998 -

06/03/2000

PC Technician

. Began as Helpdesk Administrator and then became PC technician.

. Performed installations/configurations and troubleshooting of pc's and

LAN connectivity, Resolved issues with Ethernet cabling,

pulling/punching down cat-5 cable, installing wall jacks for both RJ

11 and RJ 45 usage.

. Supported systems utilizing DOS, Windows 3.11, Win95/98, Windows 2000,

Office97, SNA 3270 Client (Attachmate), Outlook 97/98 and Shiva LAN

Rover.

. Responsible for enterprise wide hardware and software training.

. Install and configure software that interfaced with AS/400 system.

. Acted as company liaison for maintaining PBX, Meridian Telephone

System.

. Supported over 130 users via LAN/WAN connectivity.

. Provided training for new Technician's on PBX system.

. Worked well with different Vendor supporting companies Hardware

Plotters.

. Performed Windows 2000 testing with company's legacy applications.

Education

Computer Education Institute, Los Angeles, CA

United Education Institute, LA, CA. 1996 - 1997

Computer Technology Certification

Contact this candidate