Johnny Gilbert

P.O. Box ****

Eldorado Springs, CO 80025

e-mail abo0q7@r.postjobfree.com/in/johnnyeg

Summary

IT Professional IT Professional providing world class technical computer support to both

internal and external customer s teams including employees, sales team and business

partners. Key services included assisting in trouble calls, deployment of new and upgraded

equipment and software, closing daily procedures and creating monthly reports. Rendered

support onsite and remotely. Ability to work independently, in teams and effectively with

end users. Microsoft (MCITP) Certification in 2011 on Windows Server 2008 Active Directory

Configuration, Windows Administrator on 2008 Server, and Windows Server 2008 Network

Infrastructure. Certificate in Security +, (CISCO) CCNA/ICND1 and CISSP (Certified

Information System Security Professional)

TECHNICAL SKILLS :

Programming: Oracle 11i, Dreamweaver, Cisco Router Installation and configuration,

PL/1&2, C Language, JAVA Script, HTML Design, Dream Weaver, some PHP, HotMetal

Software:Windows XP & 7, Microsoft Project 98 & 2007, Power Pint 2007, Excel 2007, Word

2007, Previous Microsoft Office Suites, Adobe Acrobat, Labview, SnagIt, desktop office

applications, e-mail, anti-virus and clinical and business software

Operating Systems: Windows 7, Sun Solaris 2.6, DOS 6.22, Windows 3.11, Windows 95/98.

2000 & XP, Windows NT 4.0 Workstation, Windows NT 4.0 Server

Hardware: PCs, laptops, thin clients, monitors, printers, scanners, modems, PDAs, basic

networkingPROFESSIONAL EXPERIENCE:

IBM via Kelly Service, 2012-Present-IT Help Desk Support

Prepared, distributed, and evaluated helpdesk measures on a weekly and monthly basis as

needed to monitor helpdesk operations.

Installated and troubleshoot customer Office Communicator, Sametime, Lotus Notes, Window

7 and Office Suite 2010

Provide end-users access to their accounts on WEBEX

Implemented ticketing using the MAXIMO/ISM system

Performed password resets and unlock employees systems uning Active Directory

Remote troubleshooting using VPN and SCCM (Microsoft Service Center

Micro Motion2007-2010-IT Support Analyst II

Prepared, distributed, and evaluated helpdesk measures on a weekly and monthly basis as

needed to monitor helpdesk operations.

Directed staff of 5 technicians in the delivery of day-to-day helpdesk efforts including

prioritization, documentation, escalation, and resolution of information system products

and services within agreed Service Level Agreement.

Assets Management including Appropriations Requests, hardware and software ordering,

budget preparation and use of asset management tools.

Single Point of contact for troubleshooting efforts between on site and global support

teams.

Represent Micro Motion's users by participating on global support conference calls.

Maintain and enforce system policies and procedures, including hardware and software

standards, support Service Level Agreement, and incident flow including escalation.

Oversaw the use and maintenance of helpdesk tools such as HP Open View ticketing system,

knowledge management, and asset management

Installation, maintenance, troubleshooting of desktops, laptops, thin client computers,

both with software and hardware

Assisted other departments with IT assigned functions such as check printing and other

support activities.

University Colorado2005- 2006-Data Entry

Processing W-4s, W-5s and Direct Deposits

Filing

Researching Lost Hand Drawn

Echo Star Corporation2002-2004--Business Analyst I

Software and Hardware Installation

Troubleshooting PCs and Servers

Setting up accounts in Active Directory and providing Security

Connecting Networks

Writing and running reports for SQL

Coordinating Releases of software and hardware implementation

CISCO Corporation2000-2002--Critical Account Manager

Set up test beds to simulate customer issues with VPN 5000 Concentrator and Client.

Installed and configurated routers.

Reported to the Director each week on all Critical Accounts.

Implemented conversion of existing Contacts and Software Releases for VPN 5000 products

including client/server.

Handled customer issues passed on from Technical Support and supervised reproduction in

labs.

Developed and maintained spreadsheet and reported customers issues to the Directors and

Management Teams.

Involved in the interviewing and hiring process for team

US West/Qwest Corporation1998-2000--Project Manager

Maintained system hardware and software installation and compatibility.

Retrieved database reports for Director via Business Object and Excel.

Trained users when required. Managed and maintained inventory of components.

Served as Technical Support Engineer for 14 states.

Performed office automation applications such as Payroll, Boss, Individual Desktop (ID),

Sonar, word processing, database, Excel spreadsheets and Power Point.

Wrote Technical Reports on performance and evaluation of US West/Qwest applications

including Payroll, Sonar, Boss and ID.

Retrieved database reports for Director via Business Object and Excel.

Promoted to IT Manager to oversee 12 Project Managers on technical and non-technical

projects for the business.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Master's In Computer Information System, Denver University, Denver, CO

Bachelor of Science in Technical Business Management, Regis College, Denver, CO

Cisco Networking Academy, Front Range Community College, Longmont, CO

Security +, TechSkills, Denver, CO

CISSP-(Certified Information System Security Professional), TechSkills, Denver, CO

Crucial Conversation Class

HP Open View Training

Sharepoint Training

Symantec Backup Exec Training

ITIL (Information Technology Infrastructure Library) Training

LanDesk Training

Pointsec Training

MetaData Training

Office Communicator Training & Deployment

Team Leadership Training

Dell IT Desk Top and Laptop Certified

HONORS AND OTHER ACTIVITIES:

Volunteer Teacher for Adult Literacy Program

Volunteer for Women Outdoors Wilderness

Board Of Directors For Boulder County Safehouse

United Way Committee Member For IBM Corporation

Volunteer worker for International Women's Week Conference

LOFTY AMBITION HOME INTERESTING SITES THE WORLD

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