Support Technical

Alan Asp

832-***-****

Skills Summary:

. Senior Support Professional Knowledgeable with experience in various

software applications including: Windows XP Pro, Windows Vista Pro,

Window 7 Pro, WIN 2k3 Server. Server 2008 R2, SBS 2011, Active Dir.,

Wireshark, Novell Server. 6.0, Novell Client 4.9sp2, Lotus Notes R5

and 6 with Domino Server, Arc Serve 6.5 for NT, VERITAS Backup-Exec.,

Backup Assist, Exchange 2007 and 2010, MacAfee AV, SAPr3,Command and

SOPHOS Antivirus, MS-Office 2010, Norton Utilities & Anti-Virus,

Zultys phone systems, Exceed Hummingbird, Attachmate Extra, Ultra

VNC, Terminal Services client, MS Project, Websense Web Filter,

Watchguard Firewalls, Citrix Client (Web-based ICA Client Install

Package) and Citrix Server-Xenapp, Partition Magic, Internet Explorer

up to ver. 8 and 9, Ghost, SCCM, ACRONIS, PQDI, remote control

software like Webex, Bomgar, Teamviewer, LogMeIn, and SMS. Familiar

with RAID 0,1, 5, and 10 configuration and mgmt, ticket tracking

software like Vantive, Tigerpaw, and HEAT. Also, familiar with network

monitoring tools like Level Platforms.

. Skilled and knowledgeable in computer technical support/administration

including: Hardware assembly and installation on Dell, Compaq, HP,

Toshiba, and Panasonic, File Management and Media Optimization,

Hardware troubleshooting, IPhone, IPad, Blackberry's, smart phones,

Active Synch, Data Transfer, FTP, Backup Management, NIC's and

Modems, Printer/Plotter Maintenance, Program Installations and

configuration, Software Training / Support, System Upgrades, Change

Mgmt., Compaq Proliant and Dell PowerEdge Servers, Banyan Client and

Banyan Vines, TCP / IP, IPX / SPX, Cisco 1k,2k, and 3k series

switches, Alcatel Switches, and HP Procurve switches. Familiar with

Network Setup and Support of DHCP Configuration, DNS troubleshooting,

RAS, DUN, and VPN, IPCOP Firewall experience, and Juniper.

Education and Certification

. Bachelor of Arts, Major: Communication, Minor: Aerospace

Studies(AFROTC) -University of North Texas, Denton, Texas, May 1991

. A+ Certified - 1 / 04 / 01

Work Experience:

AT&T

Jan 2013 - Mar 2013

Level II Remote Support Analyst (contract)

. Provide Level II remote support to 40,000 ATT field technicians

throughout the US.

. Position responsible for 100% phone support to resolve issues with

WinXP and Win7 Panasonic touchscreen laptops ranging from operating

system issues, MS Office suite, Email, connectivity issues with

wireless broadband and vpn connections, docking stations, printing,

and truck power wiring issues that relate to power for laptops.

. Support for IPAD's and IPHONES and all the company apps that are

used on the devices. Also, test and provide support for sim cards

as far as checking if they are active or cancelled, and then either

ordering new ones or re-activating existing sims.

. Every call is taken ownership of and taken to full resolution 95%

of the time with some calls needing escalation to other teams.

. Responsible for adhering to call center SLA metrics.

. Daily demonstrate high level of professionalism, skill, and ability

when handling technical calls especially when dealing with irate

callers.

Valerus compression LLP

Oct 2012- Nov 2012

Level III Desktop support contract

. Provided Level III desktop support to employees at the corporate

office as well as remote locations around the US.

. Responsible for receiving terminated end-user equipment, archiving

data, reimaging machines via SCCM process, and placing equipment

back into deployable inventory. Also, deployed new users by

creating new accounts via Exchange 2010 Management Console, and

configuring the new user's profile on the equipment.

. Support ranged from troubleshooting PC's and laptops with Windows7,

Office 2010, third party oil and gas apps, and included various

printing and networking issues.

. Provided exceptional executive support to include; process

improvement, coordination, problem resolution, and the creation of

process documentation for the team; along with other

responsibilities.

Round Rock Solutions Houston, Tx March

2012 - August 2012

Small Managed Services Provider (Technical Support Engineer) perm

. Responsible for providing onsite support to small and medium sized

companies including helpdesk, desktop, server administration, and

network management.

. Assisted with project management and deployment with another team

member for a couple of private schools.

. Support ranged from troubleshooting PC's and laptops with all the

standard operating systems, Office products, third party apps,

printing and networking issues.

. Worked on network issues with Wireshark, at times, when determining

rogue systems on the LAN.

. Installed and configured, and deployed Watchguard Firebox Firewalls

when needed.

. Server administration performed on Server 2008R2 Std, and SBS2011

systems mostly.

. Supported IPads, IPhones, various smartphones, and Macbooks.

Republic National Distributing Company Houston, Tx October

2011 - Feb 2012

National Beverage Distribution Company(Technical Support Analyst)

. Provided technical support, with one other technician, functioning

in a duel role as both helpdesk and desktop support. Received an

average of 45 to 60 requests for service per day via phone, email,

and in person submittals in an office of approximately 800 local

users, including managers and executives along with an additional

500 remote users.

. Responsible for all local and network printing issues for Windows

and ASW 400 printing; Including installing, configuring,

troubleshooting, toner replacement, service call setups for HP,

Lexmark, and large high volume Ricoh and Sharp copiers.

. Supported internal employees, warehouse employees, Houston and

multiple site\state employees and sales force needs locally and

remotely.

. Installed, configured, and updated Windows XP and Windows 7

machines both laptops and workstations. Also, responsible for

building and maintaining the GHOST image repository for all RNDC

systems.

. Delivered support for installations of Oracle, SQL, IBM ASW400,

WindowsXP, Windows7, MS Office 2003 through Office 2010, Adobe Pro

products, and several proprietary apps for the company's sales

force, and management for reporting purposes. Also, assisted in

setting up daily backups for Houston's Main office.

. Responsible for all Houston employees' smartphone, Blackberry, and

IPAD setup and configuration for RNDC vpn connectivity along with

corporate email setup.

Contract Positions November

2010 - September 2011

Baker Hughes - International Drilling Services Company - Houston, TX

. Migration project from Notes to Outlook, Office 2007-2010, and

WinXP - Win7 using SCCM and Acronis.

. Supported SAP installation, documentum, and troubleshooting.

Bresource - Managed Services Provider - Remote support analyst - Woodlands,

TX

GDF Suez - Oil\Gas Energy Co. - desktop Support Analyst - Houston, TX

(Details for contract positions available upon request)

Abletek, Inc - Houston, Tx November 2009 -

October 2010

(Remote Support Analyst) perm

. Provided remote technical support to several hundred small and medium

sized businesses located throughout Houston area via phone and remote

support tools. Such tools included Zultys VOIP system with the call

monitoring tool MXIE on the desktop for calls, Bomgar for remote

access to PC's and servers, and Tigerpaw for service order input and

tracking. Received an average of 20 phone calls a day.

. Built and rebuilt (reloaded) PC's (Mostly Dell and HP) and servers

including Dell Poweredge series and HP Proliant. Operating systems

included Windows XP, Vista, and Windows 7 pro with Office 2003, Office

2007, and Office 2010, Windows Server2003, and Windows Server2008

using the tools SCCM, Ghost, and at times MS-MDT. Installed and

configured Oracle and the ODBC connections in environments that used

the software. Installed and configured Citrix clients, up to version

10, to connect to Metaframe or Xenapp servers, and provided

troubleshooting relating to connectivity issues. Also, administrated

Active Directory by creating OU's when necessary and placing users and

groups into their respective directories so Group Policy could be

enforced as set forth by IT management. Also, added new users and

reset passwords via AD. Performed troubleshooting for DNS issues

affecting network connectivity and email delivery. (MX and A records)

For clients with Unix environments installed and configured Exceed

client to connect to Unix.

. Responsible for server maintenance with via RDP remote access. This

consisted of running windows updates, running defrag and check disk,

checking server admin tools, checking event logs for application or

system errors in order to resolve. Ran VMWare updates where necessary

for ESX 4.0 servers, and checking backups for success.(IBackup, Backup

Assist, and Backup Ecec.) Used HP Storage Works to manage SAN(HP

Proliant)

. Also, responded to server alerts using the tool Level Platforms to

monitor enterprise environments.

. Assisted companies with complete support coverage from assisting with

phone problems, network connectivity and printing, operating system

and application support, such as Office products, OGYS, Peachtree,

ACT,Pervasive, and SQL 2005. Supported wireless infrastructure and

resolved problems with smart phones.

Romar Oilfield Supplies - Houston, Tx (perm) July

2008 - September 2009

. Responsible for providing desktop support, some helpdesk, and jr.

system admin support for small industrial environment. Operating

systems include WinXP and VISTA. Also, provided support for

peripherals such as printers, copiers, scanners, and fax machines. In

addition, responsible for PDA support such as blackberry, windows

mobile devices, and smart phones.

. Provided support for laptops, client and web email, network

connectivity, wireless configuration and connectivity issues, VPN, and

Citrix/Metaframe. Also, setup new users in Active Directory with

their email accounts running on Win2k3 Dell Power Edge Servers.

Alphared, Inc (High Output ISP) - Houston, Tx

April 2008 - June 2008

. Responsible for providing LINUX support (Cent OS, Free BSD, Debian,

Redhat, & Ubuntu) for customers. Also, provided hardware support

within a 2000 server server-farm. Installed 80 Cent OS servers at

colocation location including power setup, running and terminating

cat5E cabling, installing and configuring LINUX OS's. This was a perm

position and the company went chapter 7.

IRT Call Center - Houston, Tx

February 2008 - March 2008

. Responsible for providing support for approximately 600 end users with

Compaq workstations loaded with XP and Office 03. Rolled out an

additional 200 machines at this time same configuration. Also,

installed and configured phones for Nortel phone system for call

center employees. This was a four week contract.

Saudi Aramco Oil Company - Houston, Tx Nov

2007 - February 2008

. Responsible for providing desktop support to approximately 700 users

at corporate headquarters along with satellite offices across the US,

and support for offices at airport for corporate jets.

. Currently supporting a Windows environment with primarily VISTA and

some XP machines running MS Office 2007 and some Office 2003. Recent

migration from XP to VISTA. Email primarily Outlook/Exchange with

Blackberry and PDA support. Had rights as Jr. sys. admin. to

administrate PC's, server2k3, Exchange 2k3, and user accounts in

domain via Active Directory.

. Responsible for all break/fix issues in environment along with using

GHOST to create and deploy images of systems. Also, supported all

local and network printing installations and supporting break/fix

issues related to them.

. Environment has Unix, Oracle, SAP, and several other proprietary

accounting and finance packages. Mostly DELL desktops, DELL laptops,

HP laptops, and SONY laptops. Juniper firewall with VPN, and remote

desktop tools such as RDP and SMS. Also, Citrix Web Clients and Citrix

Metaframe for remote access. Use of SMS for system wide update

pushes. Support of McAfee Enterprise antivirus. Environment includes

local and network printing using HP, Ricoh/Aficio, and Minolta Bizhub

printers. Also support printer/plotters for engineering departments.

Installed and configured Extra client to connect to UNIX.

TIDAL Software, INC.- Sr. Helpdesk/desktop Support

Aug 2006 - July 2007

. Build machines (laptops/PC's) for new hires as well providing

break/fix support for existing hardware. Default manager of

TeamTrack for service requests. Resolve network connectivity issues

including wireless, VPN, and the LAN. Troubleshoot and resolve

printing issues(local and network).

. Set up new users with Raindance teleconference accounts. Setup new

accounts in the domain within Active Directory and setup e-mail

accounts. Add new sales people to Salesforce.

. Submit requests for new Webex accounts. Installed SAP, resolved issues

with documentum and printing within SAP.

. Responsible for the setup of new employee office phones with

voicemail, and cell phone hookup and configuration. Also, Installed

and configured Exceed client to connect to UNIX.

. Build software images using GHOST for employees - laptops and

workstations.

. Manage backup tapes for server room, and responsible for

Asset/inventory control management. Used HP Storage Works to manage

SAN(HP Proliant)

. Setup, Dispense, troubleshoot, and support all PDA's.(Window's mobile

devices and IPAC's.

Contact this candidate