Engineer Technical Support
Resume:
Blake Smith
Email: *********@********.***
Address: **** * ***** *** #****
City: Tempe
State: AZ
Zip: 85283
Country: USA
Phone: 602-***-****
Skill Level: Experienced
Salary Range: $85,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Blake Smith
6445 S. Maple Ave #2041
Tempe AZ, 85283
*********@********.***
Knowledge Base
* PC (Windows 95, 98, ME, NT, 2000, XP, Vista, 7, 8, Server 2003/2008/2012)
* MAC OSX
* Linux/Unix (Desktop & Server, Multiple Distributions)
* Patch Management (Server & Client Based, Multiple OS)
* SCCM-(MCTS: Administering and Deploying System Center 2012 Configuration Manager: Versions 2007/2012, Endpoint Protection/Patch Management & Remediation, APP Virtualization, OS Deployment, Monitoring, Remote Support Config, Inventory, HTTPS setup, Admin, Setup, & Configuration)
* Scripting/Automation (Degree and background in Web Design/Coding IE: PHP, HTML, JavaScript, CSS. ActionScript etc. Basic knowledge in VB, Poweshell, MySQL, SQL, OSQL, etc.)
* Forensic Recovery (Linux, Unix, Dos, Windows)
* Mobile Support (Droid, IOS, Windows Mobile, SCCM Support)
* Networking (Router/Switches/ LAN/WAN Hardware Firewalls, TCP/IP, IPV4/IPV6,Routing, Protocol Analyzers, WiFi setup/Integration, Routing Protection (Static,Dynamic, OSPF, EIGRP, BGP) Command line utilization. PC/MAC/Linux)
* Outlook, Outlook Express/Windows Mail, Windows Live Mail, Thunderbird, etc (Setup, troubleshooting, and recovery)
* Java, Flash, Adobe Acrobot/Reader, MS Office, Internet Security Suites, Malware Removal, Total Disk Encryption, etc.
* Server Implementation/Management (Including Linux/Unix Windows Server 2003/2008)
* Active Directory (Group Policy Setup. Troubleshooting, etc, Tree/Forest/Computer Group Setup and troubleshooting. Password Resets, Role Changes, Permission Setup and General Troubleshooting)
* Imaging (Ghost/Sysprep/SCCM etc)
* Virtual Machines (VMWARE, VirtualBox, etc)
* Recorded Call Information in ESS (Oracle, Heat, etc)
Accomplishments
* Designed and implemented cloud data infrastructure/backup for doctors office. They are now able to work anywhere in world with Internet connectivity.
* Owns & Operates own company: Custom Computer Services; On site Technical Support.
* Created system for placing secure encrypted medical records on portable media.
Industry Experience
11/12-01/13 Coventry Health Care-Contract
Position: Technical Support Engineer Phoenix, AZ
* Robot Maintenance/Repair/Troubleshooting.
* Over 50 Robots/Applications actively monitor
* Responsible for local servers on site/tapes/etc.
* Windows Server Maintenance/Troubleshooting (2003/2008)
* ESS Ticketing/Assignment (HEAT/OpenView)
* Crises management
* Scripting/Automation (VB/Powershell, used in automation of Robots)
* Only engineer on site during shift.
* Networking/Routers/Switches/TCP/IP/Protocols
2006-2012 Custom Computer Services Arizona
Position: Owner/Technical Support Engineer II
* On site, and remote setup, and repair of computers, and networks.
* Repair of computer hardware, and software, including re-installation/imaging of OS Repair or removal of viruses, PC optimization, printer setup, repair, and maintenance.
* Server Setup/Maintenance/Implementation
* Setup of multiple computers in a network for a home & small business, wired and wireless connectivity.
* Setup of mobile support within a network for business useD
* Routers/switches. (setup, securing, optimization, and extension of wireless networks over long distances, across buildings, or miles)
* Wireless G/N Network Setup.
* SCCM- Admin, setup, configuration, patch and remediation.
* Networking/Routers/Switches/TCP/IP/Protocols
* Laptop/Netbook/Desktop Implementation. (in a networked environment, or through a remote/cloud environment)
* Data/Forensic Recovery
* Mac/PC/Linux Setup Utilization
* Over 100 active clients
01/11-09/11 Lumension Technologies Scottsdale, AZ
Position: Technical Support Analyst
* Patch Management/SCCM- setup, configuration, patch and remediation- extensive troubleshooting (Server & clients)
* Phone/Remote Login Support 70% of time
* E-mail ticket resolutions (30% of time)
* Extensive troubleshooting on server, network, or client machine required.
* Multiple OS (Linux, PC, Mac)
* Networking/Routers/Switches/TCP/IP/Protocols
* Average of 10-15 calls/day. (45 min-3 hour call time)
* Extensive documentation, and long term follow up required
* Multiple call resolution.
10/06-06/09 Apollo Group Phoenix, AZ
Position: Technical Support Analyst
* Assisted students, and faculty with technical support, including IE troubleshooting, Java, Flash, Adobe Reader, Windows Mail/Outlook Express Setup, MS Office training, and troubleshooting, spyware, and malware.. Assisted with TCP/IP issues. Became familiar with windows 9x-7 and Mac OSX (65% of time).
* E-mail ticket resolutions (10% of time).
* Networking/Routers/Switches/TCP/IP/Protocols
* Assisted staff, with password resets, Outlook setup and recovery, role changes, PC slowness, and cleanup. (25% of time).
* Average of 25-40 calls/day.
* One call resolution.
* Recorded call information in ESS (IE Oracle and Heat).
04/05-11/05: Collins College Tempe, AZ
Position: Student Tutor
* Tutoring students in need of academic assistance, including technical skills.
* Technologies included XHTML/CSS, Dreamweaver, Flash/Actionscript, Director, JavaScript, PHP, Adobe Illustrator, and QuarkXPress.
Community Service
12/01-06/04: Washington Manor for the City of Phoenix, Arizona Phoenix, AZ
Position: Volunteer
* Computer Instructor, instructed elderly and disabled basic computer skills, such as how to use Internet, word processing, and use e-mail
Education
08/06 Bachelor of Art Visual Communication-Multimedia: Collins College Tempe, AZ
01/13 Microsoft 70-243 MCTS Administering and Deploying SCCM 2012 Tempe, AZ
10/10 Comptia A+ Certification: 2009 Edition Phoenix, AZ
10/10 Comptia Security+ Certification: 2009 Edition Phoenix, AZ
10/10 Comptia Network+ Certification: 2008 Edition Phoenix, AZ
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