Technical Support Management
Resume:
Anthony Bowen
Cutler Bay, FL *3157
******@***.***
OBJECTIVE
A position as a Windows System Administrator or Application Support Analyst
that utilizes my
knowledge and experience and provides me with versatile and challenging
responsibilities.
TECHNICAL SKILLS
12 years of experience as a technical support professional and system
administrator. Skills
include but are not limited to: the administration of all Microsoft Windows
server and desktop
operating systems, Systems Management Server, Microsoft SharePoint
Services,
Active Directory, Citrix metaframe administration, Windows desktop planning
&
Deployment and advanced user support and administration of complex
applications.
EXPERIENCE
Application Administrator, Scripps Networks, Knoxville, TN; May 2007 -
Present
. Provide tier 4 end user support for server based broadcast, PHP and
financial applications.
. Monitor application performance at the Citrix, SQL, and desktop
layers.
. Conduct Sarbanes Oxley security compliance audits.
. Work with product vendors to solve complex issues, identify
application defects and recommend product enhancements.
. Conduct QA testing of patches, hot fixes, data fixes and product
upgrades.
. As change management coordinator, enforced Compliance of corporate
change control procedures.
. Maintain application documentation and the support desk knowledge base
index.
Technical Support Contractor; SAIC; Oak Ridge, TN November 2006 - May 2007
. Provided technical support to end users for Windows and Macintosh
desktops, remote access, voip, email, applications, network printing,
hardware issues, anti-virus and network performance.
. Administration of MS Exchange accounts, distribution lists and group
mailboxes.
. Administration of Cisco Unity VOIP accounts and voicemail services.
. Provided advanced end user support for Microsoft Office 2007
applications.
Systems Administrator; AHS Information Services, Lake Mary, FL; April 2005
to August 2006
. Migrated accounts, group policies and workstations to the Windows
Server 2003 Active Directory environment.
. Implemented System Management Server 2003 at 38 sites and executed
daily operations of SMS .
. Trained system administrators in the operational functions of
Microsoft SMS 2003.
. Created and distributed admin consoles used by system administrators
and technical support analysts.
. Compiled application packages in the Windows installer format, created
custom actions and transforms using Wise Package Studio.
. Responded to requests for distribution of applications, detailed
system management reports and system performance evaluations.
Network Professional; Allstate Insurance Company, Hudson, Oh October 2000
to April 2005
. Performed the requirements of this position on a full time
telecommuting basis from my home in Titusville, Florida from Sept 2003
until April 2005 with excellent results.
. Was instrumental in the enterprise migration from SMS 2.0 to SMS 2003
. Executed the daily administration, Maintenance and troubleshooting of
Microsoft SMS 2003.
. Was responsible for deploying SMS to 130,000 workstations.
. Employed SMS 2003 to conduct software inventories for the purpose of
maintaining software license compliance.
. Used SMS to manage software distribution and system update management.
Technical Support Specialist; Allstate Insurance Company; Hudson, Ohio;
September 1998 to October 2000
. Provided technical assistance and training to end users in remote
connectivity, desktop applications, email, printing, hardware issues
and anti-virus support.
. Deployed workstations and configured network printing.
. Developed curriculum and conducted classroom training for new hire
help desk analysts in Windows desktop operating systems, customer
service skills, basic networking, laptop hardware, remote
connectivity, email and troubleshooting techniques.
. Designed curriculum and trained established support analysts on new
applications, procedures and systems.
. Performed an employee skill level gap analysis and scheduled training
for each employee based on individual needs.
EDUCATION
New Horizons Computer Training Center, Knoxville, TN 2007
. Sharepoint Designer 2007 Levels I & II
Wise Solutions Training, Orlando, Florida, 2005
Advanced Application Repackaging with Wise Package Studio
Information Management Group, Shaumburg, Ill 2004
. Course 2596: Managing Microsoft Systems Management Server 2003.
. Course 2151: Windows 2000 Network and Operating System Essentials.
. Course 2152: Implementing Microsoft Windows 2000 Prof. & Server.
. Course 2153: Implementing a Microsoft Windows Network Infastructure.
. Course 2154: Implementing and Administering Microsoft Windows
Directory Services.
. Course 4914: Configuring and Managing Microsoft Exchange Server 2003
State University of New York at Buffalo, Buffalo, NY
Business Communications 1988 - 1992
Contact this candidate