Support Technical

CHARLES LOWE

Home: **** ******** **** ******* ** 76542

Tel:+1-469-***-****

OBJECTIVE

Seeking employment in the field of Technical Support that will utilize my experience and allow for professional growth, resulting in a mutually, beneficial working relationship. COMPETENCIES

• Strategic Planning • MCSE • MCP MCSA • System Administration • Process Improvement • Hardware/Software Technician • IT Security • Security + Education

BA Computer science La Guardia community college

ADDITIONAL INFORMATION

DOD 8570.1 IAM Compliant

Security Clearance: Top Secrete since 4/29/2010

For OCONUS Positions:

Completed CRC and OCONUS Medical Procedures, 3/16/2011 Valid Passport through 2021

PROFESSIONAL EXPERIENCES

Trowbridge & Trowbridge McLean VA, 1/20/16- Present

● Admin support Cs21100 Avaya 53000 VoIP system

● Add moves changes connections and disconnections.

● Supporting lightweight intrusion detection system (snort)

● Supported Symantec Endpoint Protection manager

● Voice /Data Support

● Sl100 legacy support

● CS2100 support on the front end.

● Adds move Changes

● Roll out of new VoIP phones

Splunk Inc. Plano Texas 03/2013- 12/2015

Technical Support

● On boarding calls for customers

● Work on reviewing DPL contacts

● Work on License Cases (splits, merge, violations, blacklisted etc.)

● Work on login issues

● Contact customers on Escalations

● Contact customers on P1’s

● Assign cases to DSE

● Assign escalations and p1’s

● File P4 cases as ER’s

● Sort incoming cases back end/front end

● Provided desktop support for in-house Tier 1 troubleshooting with active directory, Microsoft 2003, printers, and laptops.

● Reconnected and deployed helpdesk workstations to secure areas.

● Provided overall PC/laptop hardware/software support, fixed user profiles, configured network, and provided basic printer and copier troubleshooting.

● Used strong customer service and organization skills, successfully managed multiple tasks, and demonstrated ability to communicate verbally and in writing with a positive attitude.

● Used knowledge of Microsoft Windows platform and office suites, trouble ticketing systems, and networking.

● Used proficient knowledge of email, directories, and standard Windows desktop applications.

● Worked with Microsoft Exchange Server 2003, maintaining user accounts in AD, OU, creating mailboxes, distribution lists, and configuring permissions. Trowbridge & Trowbridge Missouri 09/2012-3/2013

SL100 Technician

● Successfully provided technical recommendation to clients as on-site subject matter expert on the most suitable products/features to meet needs; and reviewed and advised on ways to improve functionality and efficiency.

● Reviewed and documented on call utilization and call patterns for management.

● Determined and resolved network integrity faults and peripheral/auxiliary equipment breakdowns.

● Voice /Data Support

● Sl100 legacy support

● CS2100 support on the front end.

● Adds move Changes

● Roll out of new VoIP phones

MTS, Inc. Kuwait 03/2011- 09/2012

SL100 Technician

● Guaranteed top quality communications standards as part of a five-person team for Camp Buehring, a large-scale U.S. Army Base supporting the U.S. Army Forces Central (ARCENT) Coalition Forces Land Component Command (CFLCC)

● Managed Nortel SL-100 malfunction switch to include complex DSN network on trucking side and 10K phone numbers on line side

● Reviewed and documented on call utilization and call patterns for management; and determined and resolved network integrity faults and peripheral/auxiliary equipment breakdowns.

● Successfully provided technical recommendation to clients as on-site subject matter expert on the most suitable products/features to meet needs.

● Advised on ways to improve functionality and efficiency. Collabra /AT&T, Las Colinas Blvd., Irving, TX 09/2008 - 03/2011 Desktop Support

● Working hands-on experience with Windows XP windows 7 migration.

● Working hands on experience with MS Outlook/Exchange and Office 2003,2007

● Basic network support knowledge ability to install remove hardware and /or software using supplied installation instructions and tools.

● Desktop support for Mac Os, Windows7 XP,, IPad, Tablet, IPhone and android

● IDS and IPS Support for the Network Operations Center Maintenance

● Supported the entire product/project lifecycle process: user and business requirements analysis, feasibility studies, Technical Service Descriptions (TSDs), systems and functional requirements writing,

● design documentation and testing procedures reviewing, and providing high-level product support.

MTS Inc. Ballad IRAQ 09/06 – 2008

SL100 Technician

● Guaranteed top quality communications standards as part of a five-person team for LSA Ballad, a large-scale U.S. Army Base supporting the U.S. Army Forces Central (ARCENT) Coalition Forces Land Component Command (CFLCC).

● Managed Nortel SL-100 malfunction switch to include complex DSN network on trucking side and 10K phone numbers on line side.

● Reviewed and documented on call utilization and call patterns for management.

● Determined and resolved network integrity faults and peripheral/auxiliary equipment breakdowns.

● Successfully provided technical recommendation to clients as on-site subject matter expert on the most suitable products/features to meet needs; and reviewed and advised on ways to improve functionality and efficiency.

ITT Industries Kuwait 09/05 – 2006

System Administration

● Provided IT support 60 hours weekly for 71st Signal Company “Netcom”.

● Provided system administration support for local and off-site users

● Monitored, operated, and managed troubleshooting and restoring to service any personal computers (PC) or notebooks that are authorized to access the network.

● Received and logged work requests using applications such as Remedy and ensured that supported customer accurately completed the approved work request.

● Ensured the maintenance technicians closed out their work orders properly and then logged the work order in the automated system.

● Utilized Active Directory to create user accounts, groups, and new computer objects as well as to reset passwords.

● Monitored network connection and stability using What’s up Gold network utility.

● Utilized Retina to scan computers on the Network for compliancy; and provided user with required patches needed for network compliancy.

● Screened, referred, and diagnosed internal inquiries and work requests for maintenance of personal computers and related systems; provided software troubleshooting and support to end-users; and applied diagnostic techniques to identify problems, investigate causes, and recommend solutions.

● Installed, configured, and upgraded computer hardware and software.

● Assisted in the administration of email systems.

● Assigned end-user permissions and file access on the network.

● Utilized DHCP to reserve printer IP addresses.

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