Support Technician
Resume:
Ward Anderson
***** **** **** ****** *** #***, San Leandro CA 94578
*********@*****.***
http://www.linkedin.com/pub/5/180/538
OBJECTIVES
To be a strong asset in supporting users and keeping business operations running at top performance. I would like to
eventually get into network security to help protect the valuable assets of the company
CERTIFICATIONS AND EDUCATION
College Certifications
200*-****-****-Present
Cuyahoga Community College CompTIA A+s as of December of 2000
In progress – transferring to Chabot college. CompTIA Network+ as of October 2008
Attended for an AAB in Cisco Networking Working on MCSA
Hardware. Working on CompTIA Security+
Obtained Dell’s vendor certification in December of 2006
SKILLS
Dec 2001 – Present
Windows Server 2000 / 2003 Administration VMWare imaging and configuration
Active Directory 2003 Administration NFS Support and Implementation
Windows 95-Vista support, repair and deployment. Black Berry 7xxx / 8xxx support
DOS programming / knowledge. BES Support
MSI Packaging and deployment PKI Encryption
SMS Application pushes. CAC Access Methodology
Microsoft Office XP, 2003 and 2007 troubleshooting, MSI packaging and roll out
installation and advanced knowledge of the suite VBS Scripting for Group Policy, Logon Scripts and
Ticketing Systems: TrackIT!, Siebel and Remedy. Application Roll-Out
Server, Desktop and Laptop hardware diagnostic and VPN Connectivity troubleshooting and
repair. implementation
HP, Lexmark, Cannon and Toshiba printer support and LAN technologies and router configuration
repair. Lotus Notes Emailing System
Remote Desktop applications knowledge (MSTSC, Acronis and Symantec Ghost imaging
NetMeeting, Tivoli, VNC and Citrix). Microsoft Sysprep for Windows 2000/XP/Vista
Dell and HP hardware support. machines in an enterprise environment.
Recovery applications (ERD based applications). Windows Security and hardening techniques
Telnet and SSH server administration and client side Wireless Support / Implementation
usage Recovery applications
FTP Daemons. PE imaging configuration (Microsoft)
Mac OS X support. Backup Exec
Ward Anderson
EXPERIENCE
Desktop Support L e v i S t r a u s s & C o . San Francisco, CA
Nov 2008 – Feb 2009
Hardware support for Dell and HP based machines.
Remote manual application installation.
Scripting for remote installs.
Desk-side Support for the Help Desk when they could not fix the problem.
Used Remedy as our primary ticketing system
Provided support for HP Printers.
SMS Application Push usage
Spyware and Virus removal
Part ordering with HP / Dell.
Backup Tape Operator
HP Printer support
Proprietary application support.
PE image creation / troubleshooting.
Cisco IP Phone Support
Basic networking troubleshooting
Environment is Windows XP based; mixed Dell, HP and Apple computers.
Service Desk Technician E D S C o r p San Diego, CA
May 2008 – Jul 2008
Worked on the NMCI contract support the United States Marine Corps and Navy personnel via Phone Support
General Active Directory work for users calling in about GAL updates, password resets, invalid Certificates,
TSProfile/Home Profile corruption
Used Remedy as our primary ticketing system
Supported thousands of proprietary applications
Provided a lot of Citrix support – connecting to Citrix, installation of the client, and troubleshooting error codes associated
with client / server relationship
Environment was a Linux/Windows based network dealing with thousands of proprietary applications and was imperative
that we learned them on-the-fly, all users were remote so remote support was a must using either Tivoli or Terminal
services.
Desktop Support Analyst / Specialist S t u d e n t L o a n X p r e s s San Diego, CA and Cleveland, OH
Oct 2006 – Jan 2008
Part of the Help Desk Team designated for desktop, laptop, printer, network and black berry support.
Primary backup operator in San Diego and wrote backup policy for all three sites
Wrote log-on scripts in VBS, as well as Group Policy scripts
Worked with Active Directory support – creating users, unlocking accounts, changing passwords, creating aliases for email
accounts and other aspects of Active Directory
Dealt a lot with ACT! 6.0, Reflections, NICE, Microsoft Office 2003/2000, Symon, and general Windows troubleshooting
Worked on hardware upgrades / repairs for Servers, desktops and laptops.
Supported the entire company of 750 users, remote and internal.
Made master Acronis images for different departments and servers.
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Ward Anderson
Repaired Apple computers for the Web Developers.
Designed and maintained an IIS 5.0 based Print Server for the San Diego office.
Dealt with VMWare slices for Exchange 2003, BackupExec and Print Services
Did a great deal of Remote Support for users via phone or terminal services
Troubleshooting Cisco VPN software.
Environment was a mix of 2000/2003 VMWare images and servers. Client machines were Windows 2003 and OS X
Tiger.
A+ Service Technician C o m p U S A Beachwood, OH
Sept 2004 – Apr 2006
Lead technician at CompUSA in charge of training other technicians in repair and diagnostics
Responsible for sending and receiving parts, laptops and other items that needed to be sent out / received in
Used Siebel as primary ticketing system
Responsible for tracking all parts coming into the shop, ordering new parts, and inter-company shipments for technical
operations
Repaired Laptop and Desktop machines – mainly hardware replacements and repair, operating system corruption and
malicious software removal
Built servers for a number of companies in the area
Implemented home networking solutions for most of our Sales Person’s customers.
Environment was predominantly Windows based from 95 to XP, laptops and desktops. Dealt with Apple based machines
in terms of repair or suggestions on software that is comparable to Windows software.
Service Technician D e p a r t m e n t o f D e f e n s e Cleveland, OH
Jan 2003 – Jan 2003
Member of a team of Technicians gathered to install the new PCs for the United States Navy and Marine corps
Also tested security flaws, and fixed those problems we found
Added user information to machines and made sure the roaming profiles worked properly on the new machines around
the base.
Environment was Windows 2000 and NT 4.0 based.
REFERENCES
Mike Shaut CEO of Carbon Vision Inc. – Samuel Ramos Deskside Support for Levi Strauss & Co.
Former CEO of Student Loan Xpress Inc. Worked on a team with Samuel.
I provided personal support for Mr. Shaut. Dave Beach Senior Executive of Direct Marketing
Mike Donnelly Director of Technical Operations ***********@***.***
Aclaratech – 330-***-**** Former EVP/CMO of Student Loan Xpress
Former Director of Technical Operations at Student I provided personal support for Mr. Beach.
Loan Xpress
Reported directly to Mike Donnelly.
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Ward Anderson
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