Software Technical Support

Kelvin Best

**** ******* **** - *******, **, ****6 - (919) 790-

**** - abmgeh@r.postjobfree.com

LinkedIn:

http://www.linkedin.com/pub/kelvin-best/14/808/33a

SUMMARY OF QUALIFICATIONS:

Highly motivated IT professional with extensive experience working with

Fortune 500 and smaller companies. Expertise in hardware and software on

PC and servers break-fix. Proven abilities in customer services, inventory

control, and problem solving and disaster recovery products. Strong

leadership, teamwork, and interpersonal communication skills.

Key Skills include:

* Workstation, Server Installation and Configuration

* Problem Management tracking

* Systems Application Monitoring

* Upgrades / Rollouts / Intranet / Internet

EDUCATION:

ITT Technical Institute - June 2010 to Present, Associate Degree,

IT/Computer Network Systems

Rutledge College - Associate Degree, Data Processing

Knowledge Alliance - MCSE

TECHNICAL SKILLS:

Operating Systems: MS Win 3.1/95/98/NT/2000/XP/2003,Vista, Some Knowledge

of UNIX, VMWare, Novell, SQL, AS400, Mac and Cisco IOS

Networking Topologies/Protocol: Token-Ring, Ethernet, Frame-Relay, PPP,

TCP/IP, IPX/SPX, PPPOE, ISDN, DSL, OSPF, DNS, WINS, DHCP, RIP, RAS, CSNW,

GSNW, ICMP, IGRP, IPSEC, NETBIOS, SNMP, FTP, BOOTP, HTTP, HTTPS, POP3,

SMTP, IMAP, VPN, NAT

Hardware: Cat cabling, Laptops, Wireless (RF), IP KVM, Cisco products,

IBM (eSeries and xSeries), IBM Blades, Compaq, DELL, HP Proliant, AMD,

Intel, RAID SCSI, Motherboards, Clone systems. Printers: HP, Lexmark,

Xerox & Remote printing. DLT, Seagate tape backup systems

Software Applications: MS Office Suites, Ghost Imaging, MS Sharepoint, MS-

Virtual Server, VMWare, MS ADMT, Citrix Metaframe, Host Monitor,

Blackberry, Insight Manager, Tivoli, Sametime Messaging, NetID & QIP DNS

Support, Hyperion, Wireshark, PeopleSoft, Lawson, E-Trust, Connected

Backup, Spyware & Anti-Virus Tools, Cisco IOS, MS IIS 5 & 6, Exchange Mail,

Lotus Notes, DB2, 3270 mainframe emulation, Netscape, UNIX (AIX, HP_UX), MS

Back Office, PC Anywhere, PointSec, SAP, Siebel, Source 500, PlanView,

Vantive, Kronos, PDSC, ProComm, Lawson, DacEasy, Intellitax, Tax Shop,

GroupWise, AutoCad Lt2000, Act 2000, Macromedia Flash MX

TRAINING AND CERTIFICATION:

Windows NT 4.0 (MCSE) Windows 2000 (MCSA)

A+ Certified Service Technician Server+ Certification

LAN/WAN Professional - CCNA Hands-On Camp

PROFESSIONAL EXPERIENCE:

Barrister, Hammond, LA

Consultant

2009 - Present

Provide customer support for resident & small business in area of parts

replacement, wireless networks, Printer issues & hardware/software

troubleshooting.

* Installed & Configured wireless router, MicroCom Printer, Workstation

s & Servers

* Troubleshoot Printer, Hardware & Software issues, Connectivity issues

NetApp, RTP, NC

Technical Support Engineer II

2008 - 2009

Netapp a SAN company supporting client in a Microsoft, Unix & Linux

environments. Provided phone support for global customers in reproducing,

running diagnostics and researching customer issues. Walked customers

through an action plan to resolve current issues.

* Provided support for diagnosing, reproducing, Researching and fixing

software and hardware issues.

* Troubleshoot protocols running on NetApp hardware to assist customer

with problem isolation and resolution.

* Supported Top Enterprise and SupportEdge Premium customer problems via

telephone, web or Autosupport, followed up directly with the customer

with recommendations and action plans.

* Escalated cases to more senior Technical Support Engineers and/or

Escalation Engineers when the problem is too complex or falls out of

specific area of expertise.

* Created new knowledge base articles to capture new learning's for

reuse throughout the center.

Ceridian, Morrisville, NC

Customer Support Specialist

2006 - 2008

Ceridian a Microsoft environment company. Provided support for 300+

employees desktop, applications and installations, supported disaster

recovery utilities for server and PCs. Trained newly hired employees on

hardware and software procedures. Worked with team of Engineers and

Administrators to resolve problems or outages.

* Maintained network printers, switches, routers and local servers.

* Specify requirements for system support for technical enhancements and

performance requirements.

* Supported the timely resolution of trouble calls (level 3) from the

help desk (core issues).

* Ensured all PCs meet desktop standards, Inventory tracking

* Performed System Optimization and HW/SW upgrades and rollouts.

* Server configuration, installation, server monitoring and support Win

2000/2003.

* Completion of change and problem management tickets.

* Supported and troubleshoot Siebel, Esource and Source500 web

applications.

* Administered Interactive Intelligence (I3) Phone support system.

* Administered Users & Groups Accounts, Connected Backup Utilities &

Servers.

* Loaded and supported of PointSec (Encryption software).

CompuCom Systems, Inc Dallas, TX

Technical Support Analyst

2001 - 2006

Qualex a Microsoft & Netware environment running on a mix ethernet & token-

ring networks. Installation and configuration of hardware and software

images. OS upgrades and company moves. Managed and resolved remote

software connectivity issues.

* Provided level 3 technical supports, at Qualex site (outsourced by

CompuCom).

* Installed, tested, and repairs of desktop and laptop computer systems

on customer site.

* Maintained appropriate documentations and procedures.

* Installed and maintained server based LAN/WAN on Novell (NDS)/NT

networks.

* Installed and setup of Jet Direct boxes and HP, Lexmark Printer on

Novell and Microsoft Servers, Sql Server & Clients, Setup and

Configured PDA's, wireless cards and VPN Clients.

* Analyzed performance problems and recommend solutions.

* Developed Software and Hardware Images (Ghost) and backups.

* Developed standards for all W2K hardware and software system

applications.

* Led projects involving massive upgrades, changes and moves.

* Resolved local and remote connectivity problems.

* Provided effective virus protection for local and remote systems.

* Utilized Manage Now and Vantive a Call Management System.

* Created, resolved and tracked software request and problems tickets.

* Secured parts both Warranty / Non-Warranty parts.

* Preformed incremental backups of Users image or documents.

* Administered multi-platforms Windows

95/98/NT/2000/Novell/Citrix/Ghost.

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