Software Customer Service
Resume:
onnell Byron
R *******.*****@*****.***
HM: 202-***-**** Cell: 832-***-****
Objective: To support the establishment and maintenance of the overall Technical Environment,
including Hardware, Software Applications, and Systematic Linkage.
Computer
Experience: Skilled and Knowledgeable in Computer Technical Support/Enterprise Resource Program
including:
External Backup Tape Drives Hardware Troubleshooting
Hardware Assembly and Installations File & Media Management
Data Transfer Communications installation
Printer/Plotter Maintenance Software Installation & Configuration
Software Training/Support System Upgrades
TCP/IP, NETBEUI Configuration Network Setup and Support
Jazz Drive/ Back Pack CD ROM Network Client Configuration
Network Cabling Pos Support
Blackberry Series All HP Proliant Model Server’s
All Dell Laptop & Desktop Models All HP/Compaq Laptop &Desktop
Models
All IBM Laptop & Desktop Models` All Xerox & HP Laser Printers
All Lexmark Network Printers Ricoh Network Printers
All Thin Client Support All StorageTek Tape Library’s
All Overland Tape Library’s All Quantum Tape Library’s
Cisco Routers: (1605, 2500, 3640, 4000,
7500,
Bay Routers: (28200/5000/350/252/250)
Switches: Cisco (Catalyst 5000, 5500, 6000, 8500)
Load Balancer: Link proof, WSD Radware Inc.
Firewalls: Cisco Pix Firewall 520/515, Checkpoint 4.1
Servers: Dell Power Edge (6350, 2450, 4350), Compaq (Proliant 6500, 8000, 85000, CL380),
HP (E 200, E 800, IH 3000, IH 6000HP), Digital, IBM, Acer, Sun (E6500, E450, Ultra 10,
Ultra 5), RaQ 2 Linux Box
Software
Knowledge: Knowledgeable in various software applications including:
SAP/R6 Front End Basis Installation Entrust/Intelligence(TM) 5.0Adobe
MS Exchange Server 2003 2007 CommVault Galaxy Data Protection 7.0
Microsoft Active Directory Microsoft Server 2003 2008
Full Armor MacAfee Anti Virus Client
Ms Office 2003 2007 Professional Brightstor Arcserve Backup R 11.5 12.0
Windows (all versions) File Management Utilities
Disk Optimization Utilities Microsoft Data Protection Manager
Dame ware File Net Application
All Remote Software’s PKI/VPN
Remedy Track System Ca USD Ticketing Tracking
Norton Ghost Recent Version Novell Client for Windows V 4.6
Heat Ticketing System Microsoft SQL Server 2000 2005
Microsoft VM Ware Linux 6.2, Novell Intranet ware 3.xx & 4.x, Dos
3/4/5/6
Network Security/Monitoring Tools: Real Secure ISS Intrusion Detection System, Sniffer,
Hp Open View, Cisco Intrusion detector.
Application Software: MS BackOffice Server 4.5/4.3
System Administrator / National OilWell Varco
Houston, TX: 09 2007 to 01 2010
My job duty requires me to be a liaison for the Server Operation’s and Desktop Support
Dept, helping both dept in multiple server and desktop problems. Job duties
requires to restore lost PST files, folder’s that reside on user personal drive or shared
group folders using either CommVault or Brightstor Arc Serve as a Back up and
Restore Application. Supported over 200 hundred or more Server’s all over the US and
International. Troubleshoot different issue’s pertaining Server DNS, IP, and Etc also
work hand to hand with other Depts. Legal, Marketing, and Accounting. I am currently
Implementing CommVault, and DPM. Work with Server Ops in variety of SOX
Compliances. Control inventory of tapes sent to off site storage; file tapes returned from
off site storage; stage tapes for same day off site shipment; file 'hot tapes' created during
shift. Maintain complete and accurate records of all tapes and cartridges manually or
using the tape management system; record back up tape information on manifest prior to
releasing to off site vendor. Ensure availability of scratch tapes; Control inventory of all
client/server tapes and process related paperwork. Audit the library to ensure tapes are
slotted correctly. On Site Physical Resource: Tape handling, including loading,
unloading, labeling, shipping, and storing of tapes are handled by on site Backup
personnel. Help install Router, Hubs, and Servers. I helped in setting up new Data
Center’s for National Oilwell include. I work in conjunction with other IT Depts into
securing network resources with shared folder permissions, Implementing file security
system.
I help Configuring CSNW and GSNW, TCP/IP using DHCP in Windows NT Server. I
also help Implementation of name Resolution using WINS & DNS in TCP/IP
environment.
Installing and configuring RAS (Remote Access Services) on Windows NT.
Performance tuning using performance monitor and event viewer to identify and resolve
performance bottleneck. Designed and Configuring the WAN infrastructure, consisting
of multiple T1 and T3 lines, Cisco routers, Cisco switches, Load balancers, Dell and Sun
servers.
Optimized performance of the WAN network consisting of Cisco 4500/5500 switches by
configuring VLANs.
I worked with Cisco catalyst switches 5xxx, 4xxx, 29xx, 19xx and RSM and Cisco
Routers 7500, 7200, 4000, 3600, 2600, 2500.Responsible for troubleshooting all
parts of the SAN including OS issues. OS's include AIX, Solaris
Linux, VMware, HPUX and Windows. Install and configure all software
Responsible for setup of Replication Scripts, Load all code
and firmware required for all the SAN equipment.
Field Service Support Tier 3/Luxottica Retail Corp
Cincinnati, OH 04 2006 to 09 2007:
As a Field Service Technician my job duties requires me to do 100% travel provides
technical, operations, and training support to users of
company's Point of Sales computer’s on site relative to desktop hardware and software
packages. Performs hardware diagnostics and coordinates repairs. Acts as liaison for data
transfer systems design and implementation. Installs and tests Point Of Sale System’s,
printers, and other peripherals; configures operating system, shrink wrap programs, and
applications software programs. Develop reports and databases. Interact with Store
Managers and staff discuss with them about the hardware and software conversion.
Compile a daily detailed pass down to report to project management. Stand on my feet
for long period of time.
Junior PC Support / System Analyst Tier 2 / United Parcel Services
Vandalia, OH 08 05 to 12 05:
Responsible for 3 shift PC and Network Support for UPS. Using Heat Ticketing System
to Track, Support & troubleshoot over 500 Dell PC’s, Laptop’s and Thin Clients.
Monitor Network IP; troubleshoot TCP/IP, Subnet conflict issues.
Phone Support for users that are having Hardware and Software Issues via logging
in Remote Support. Add and Delete user account in Active directory
and Citrix PC Farm. Training and user Support for Flight Operation’s, Floor
Operation,
Truck Operation, And International Operation, Lift over 75 lbs and able to
Project Lead Network / Desktop XP Rollout & Support /Mariner Health Care
System
Houston, TX 02 05 to 04 05:
Help Provide QA and Training to Business Administrators, Medical Directors and
Nurses for Mariner Health Care System. Updated order status in IT Procurement
database; scheduled standard desktop. I help support over 1500 User’s Via Remote
Support installation. Setup including multiples Servers, LAN, network connection, login
ID, access to Lotus Notes and Health Care Management Software’s. QA’d Installation
and trained users on system functions, Desktop and Network usage; provided desktop
support and acted as liaison between IT procurement, product vendor and business
partner.
Monitored and maintained VAR’s service level agreement; determined and
communicated impact of service level exceptions; provided for schedule adjustments to
accommodate escalations; evaluated service levels and reporting trends to determine
cause analysis.
Managed and organized component cables; responsible for shipping/ receiving and the
RMA process; documented hardware serial numbers, desktop location and
software build versions to procurement analyst; entered data entry Microsoft Access
2000; worked closely with business consultants and Project managers to coordinate
configuration/installation workflow.
Responsibilities also include AS400 operation and remote support using Citrix and.
Support will include Windows XP, Windows 2000, Microsoft Office, email (Outlook and
Exchange), network connectivity and login issues, password resets, virus removal etc.
Desktop/Network Coordinator/El Paso Energy/Tennessee Pipeline
Houston, TX 05 2004 to 12 2004:
El Paso Energy is embarking on a major employees move to transfer over 3000 users
from there’re Greenway Plaza to the Downtown Headquarters. By being chosen to help
facilitate this major move my job duties as a Lead Desktop Coordinator is consist of daily
administration of IT Desktop and Laptop planning, trouble shooting and implementing
various phases of El Paso Energy IT Infrastructure Deployment for Greenway Plaza to
the Downtown Headquarters. I manage a team of Desktop Technicians to help get
Laptops and Desktops setup up, according to user’s specifications, working with
Network Administration into making sure that each office LAN Ports are activated and
ready for computer use. Interacting with department Manager’s pertaining to Software &
Hardware issues, working affectively with IT Procurement to replace damage Hardware
and ordering Software. Installing and upgrading current user mailing application to
Office 2003, re imaging users desktop and laptop with latest Company specified
Operating System, Troubleshooting and Installing variety of Blackberry PDA’s . Duties
also include Technician backup on allocated floors including El Paso Corp Trading floor,
Maintain and install new computers to the Trade Floor PC Farm. Help install and migrate
over five HP Servers.
I effectively market tangible/intangible products or services; skilled in persuasive
presentation and profit able negotiation. Offer excellent customer relation skills;
consistently develop a loyal, often multigenerational following.
Project Lead Desktop Support / Kimball Resources LLC
Houston, TX 10 2003 to 4 2004
Kimball Resources is one of the oldest and most successful independent Energy
Management Company in the Automotive, Oil & Gas Industry. Kimball Resources
provides comprehensive Energy services to industrial client s like Chrysler Daimler, GM,
Williams Pipeline, Devon Energy and many others. As a Desktop Support Technician for
Kimball Resources my duties consist of Daily Administration of IT Desktop and Medium
Network Infrastructure planning, designing, and implementing various phases of Kimball
Resources IT Infrastructure Deployment. I also manage a team of Desktop Technicians.
Offer excellent customer relation skills; consistently develop a loyal, often
multigenerational following.
My job also Coordinating both Windows Active Directory and Microsoft Exchange 2000
Server, troubleshooting multiple Desktop and Laptop issues that persist in Windows 2000
and XP Professional. Help currently upgrading Kimble’s Network Security and
Bandwidths in pending.
Project Lead Desktop Laptop Technician / Schlumberger / Sema:
Sugar Land, TX 07 2000 to 01 2003
Responsible for repair and service for all computer related equipment, ranging
from color laser printers to laptops. I help setup and configuration of all network
components. My job allows me to be responsible for all hardware and software
inventory and licensing. Creating and updating Access databases for inventory
requirements. My Experience servicing all types of computer equipment
including IBM based PCs, Inkjet and Laser printers. My job duties require me to
use remedy tracking system to document all Desktop and Laptop Hardware and
Software issues.
As An Team Lead Compile, a daily detailed pass down report to provide management
with explicit Deploy information and key deployment issues. Review Laptop/Desktop
Deploy with project management.
Review daily deploys schedules for team member assignment.
Communicate open issues to the department On Site IT Management and Network
Administrators to develop key deployment plans and to procure to
Necessary hardware and software upgrades.
I also currently upgraded over 1500 User’s Laptop and Desktop to the most recent
Schlumberger Windows 2000 Version here at Schlumberger Sugar Land Campus.
Review daily deploys schedules for team member assignment.
Communicate open issues to the department On Site IT Management and Network
Administrators to develop key deployment plans and to procure to Necessary hardware
and software upgrades.
Work as a team member to deploy desktop and laptop computer
Systems on a weekly basis which includes: Backup of User Data; F Disk any
user data that is still on the hard drive; Reconfiguration of Operating Systems from
Windows98 and NT to Windows2000 Professional.
Also help Hardware installation and upgrades; software installation and configuration
and system troubleshooting and problem resolution.
I help transfer user e mail from old Computer system to the new Computer system.
Installation and Setup of HP Jet Direct printers worldwide in UNIX and SAP Job
Scheduling maintain, cancel, and monitor SAP jobs that are triggered from IBM/MVS
Mainframe to SAP R/3 3.O.C.
Second shift lead created daily task list. I trained new hires, assisted users at the ERP
level with various SAP modules via telephone for the Worldwide Operations and
Financials project for Schlumberger. Provided on site support for first SAP R/3 rollout
Houston, TX and Anchorage, Alaska worked directly with internal SAP consultants
provided by Deloitte and Touché on a 24 x 7 12 hour shift rotation.
Customer Service Skills
Highlights:
•Outstanding talent for assessing people’s needs.
• Proven ability to gain customer’s confidence and trust.
• Business acumen in balancing public relations with profitability.
• Work cooperatively with a wide range of personalities.
• Over ten years of customer services skills, working with various
Energy Companies.
Education:
Associates Degree Business Administration; Knoxville College, Knoxville, TN
Certification in PC Repair Technology; Total Seminars, LLC Houston, TX
CA Brightstor Arcserve Backup Certification, San Francisco, Ca
A+ Certification in PC Repair; Houston, TX
MCSA Certification, Houston, TX
Membership
Professional Management Institute, Dallas, TX
Big Brothers and Sisters of Houston, Houston, TX
Contact this candidate