Customer Service Technician

Shaun Marolf

**** ****** ***

Crosby, TX *****

Mobile: 832-***-****

Email: *****.******@*****.***

Strong technical proficiency in MS Windows through Windows 8.1, Macintosh OSX, Linux 3.X Kernel, Including Gnome 3 and KDE 4.X, Linux / Samba Networking, computer system hardware troubleshooting and repair. Comprehensive knowledge and experience in MS Office Suite (Word, Excel, Access, Power Point, Publisher, Outlook, Front Page) OpenOffice/LibreOffice Suite (Writer, Calc, Impress, Draw, Base) Acted as Project/Documentation Manager for the GnoMenu project during life of project: https://launchpad.net/gnomenu (project is no longer in active development). Creator and maintainer of the “Buttonized Icon Set for *nix systems that use the Open Desktop Standards http://gnome-look.org/content/show.php/Buttonized?content=129217

Certifications: HDI Support Center Analyst

Desktop Service Center Technician

E-Tech, AT&T Contract Worker February 2016 – December 2016 Houston, TX

Hardware and Software Support Technician HP and Dell Computers, Desktop and Laptop using Windows 7 Professional, Office 2013, Office 365 (2013 and 2016 hybrid installations). Outlook support included configuration with Exchange Server and Enterprise Vault, Voltage email encryption install and configuration. Configuration of add-ons for Skype for Business. Supported and configured VPN system for use with RSA Hard Tokens and Soft Tokens. Tasked to write and update Knowledge Base articles as needed and assigned. Assisted other technicians through team chat when needed. Used the Remedy Ticket system for issue tracking. Cross trained for chat support when needed using Right Touch chat interface. Arranged system re-imaging as required. Arranged scheduling on-site technician support through Dell and HP for system repairs with end users.

Level II Migration Technical Support

PayPal, eBay April 2015 – May 2015 (2 months) San Jose, CA

Part of the team processing the ebay PayPal business separation. Converting PayPal clients from the ebay domain to the PayPal domain. Responsible for supporting PC and Macintosh client systems migrated using Quest and SCCM migration tools. Manually moved systems from corp.ebay.com to paypalcorp.com Given full access to Active Directory to facilitate handling of issues like password syncing and system name changes not propagating correctly.

Given access to Remedy Ticket system to monitor and handle trouble tickets from the business separation of ebay and PayPal. Emailed and called users from the list to help expedite resolution for them. Handled coordinating the deployment of fellow technicians to desktop users.

Project Coordinator

AIG Advisor Group, Dell, GuideIT

November 2014 – January 2015 (3 months) Houston, Texas Area

Responsible for reporting, classifying, and logging issues. Looking for resolutions to them. Dispatching technicians and coordinating work flow of migration from imaging, building, data transfer and deployment using established best practice Quality Control procedures. Helped to complete project on time and well within budget. successfully ended project with all issues resolved or escalated to the proper groups to continue developing resolutions to software related issues. Assisted in application usage tracking. Started asset management procedures for Dell and compiled a complete list of assets to be followed up by AIG's Asset Management team. Helped close down site and provided final paperwork to Dell and AIG.

Desk Side Support Technician

Ended 3 Oct 2014: Pomeroy Houston, TX

Provide Desk Side and Support Center assistance at Marathon Oil Corporation.

Premier via Meador Staffing

Migration Deployment Humble Independent School District Houston, Texas

(Short term contract. Ended 11 July. 2014)

Performing System Swap outs from legacy Windows XP to Windows 7. Helping in sorting out systems that can be refurbished from legacy systems to old to be updated so they can be properly recycled. Help in asset control to make sure that systems are properly counted and no inventory is lost. Involved with onsite staging and setup, including all peripheral components and special setups, such as Computer Display Projectors.

UBS

Migration Team Lead Houston, Texas Galleria Financial Center

June 2014

Lead tech team in software upgrades and system swap outs. Handled Logistics of returning systems to be refreshed or recycled. Handled the DOD level of hard drive wiping to ensure no confidential information of clients isn't divulged.

Asset / Property Management

Prime Systems Houston TX

March 2014 – April 2014 (2 months)Houston ISD

Contract to provide services to locate, tag and catalog technical and high ticket assets for the Houston Independent School District.

Migration Specialist / Team Lead

Northrop Grumman / Castillo and Associates

November 2013 – January 2014 (3 months) Greater Houston Area.

Under contract to deploy and update desktops, laptops, Workstations and Tablets at Texas Department of Family Protection Services (DFPS). Includes initial system configuration, data backup and restoration from old XP based systems to new Windows 7 systems, removal of obsoleted equipment, network and software configuration of new systems using LANDesk Desktop Manager. Promoted to a Team Leader position during project to facilitate timely completion of project within schedule.

PC Support Specialist and Migration Technician

National Oilwell Varco

July 2013 – August 2013 Houston, Texas Area

Part of the Windows 7 Migration Team for the Robbins and Myers Aquisition. Imaged systems using USB Imaging and over the network. Installed systems for end clients. Worked special setups for non-standard units that were used for operational systems on industrial equipment by locating and installing drivers that were not part of the standard NOV image.

Prepared systems for planned replacement for clients and for new hires.

Remote Desktop Support Technician February 2013 – March 2013

CompuCom Houston, TX

Part of the Nationwide Post Deployment Support Team (PDST) for Cigna Health's Windows 7 Migration project. Scope of project includes:

Connectivity and VPN issue resolution.

Peripheral Hardware Setup for authorized devices not initially setup by system image due to special configurations not normally used by most end users.

Installing specialized software for projects and management use utilizing licensing tracking software to ensure no application is installed without proper licensing on the end user.

Helping end users make the transition from Windows XP and Office 2003 to Windows 7 and Office 2010. Help in educating on new security policies and tighter restrictions of access to features and data to stay in accordance with Updated HIPPA regulations, including the requirement for encryption and tighter data sharing methods through encrypted services and abolishing of direct sharing access.

Recovery of archived data when automated scripts failed to recover the end user's data to their new system.

Scheduling for an On-sight technician when issue cannot be resolved over the phone or through Desktop Sharing protocols like Desktop Sharing or RDP.

Installation Specialist

Pomeroy - Infrastructure Solutions

November 2012 – Current

Contract position for Magic Mirror Program on behalf of Luxottica Group. Installation of Magic Mirror systems in Lenscrafters throughout greater Houston area. Helped to create, enhance and write the "Installation Guide" that is being used in the nation wide roll out by technicians. Continued contract into the Stratocache Install program. Installing security and cache device that connects security enhanced tablets (Samsung Galaxy Tab II 10.1) to Luxottica's network for customer service, support and social interaction. Part of the MyLook 2.0 Customer Service program.

Webmaster

VFW Post 9761

August 2011 – December 2012 (1 Year 4 Months) Crosby, TX

Responsible building and upkeep of VFW Post 9761's website, www.vfw-post-9761.org

Owner

HeliOS Solutions of Houston

May 2009 – Present (2 years 10 months)

Network Administrator and IT Consultant

H&H Construction

October 2010 – August 2011 (11 months) Crosby TX

Lead IT leader for national Construction Company

Lead Tech

Net Tech (1 Month)

Independent Contractor as a Lead Tech responsible for Server and Workstation upgrades for Corporate Customers on behalf of Hewlett Packard and the Corporations.

Linux Network Administrator

Hostgator.com

Privately Held; 501-1000 employees; Internet industry

June 2010 – July 2010 (2 months)

I supported web hosting servers running Linux and Using cPanel

Help Desk Analyst

Internet Tech

November 2008 – March 2009 (5 months)

Onsite Service Technician

Dell

Public Company; 10,001+ employees; DELL; Information Technology and Services industry

June 2008 – July 2008 (2 months)

Served Houston, TX Beaumont, TX Deridder, LA and Lake Charles, LA Regions

Independent Contractor. Responsibe for coordination of repair to Dell Computers with end customers to repair systems under warranty.

Deployment Specialist

Dell

Public Company; 10,001+ employees; DELL; Information Technology and Services industry

March 2008 – June 2008 (4 months)

Independent Contractor. Responsible for assisting and preparing systems, laptop and desktop, for deployment to sites. Used Norton Ghost for Imaging of systems. Responsible to ensure proper organization of assets to ensure all systems were properly tagged with the end customers asset tags, imaged and packaged for proper delivery to the individual each system was being delivered to.

Lead Technician

AlanPC

June 2007 – September 2007 (4 months)

Responsible for productivity and training of all technicians to ensure they complied with all industry standards and regulations. Wrote and established policies for the company. Performed on-site computer and network support services for homes and businesses.

Technician

Rescuecom

Privately Held; 501-1000 employees; Information Technology and Services industry

January 2007 – May 2007 (5 months)

On-site service and support technician for homes and businesses.

Network Administrator

New Horizon Technologies

February 2005 – May 2006 (1 year 4 months)

Hardware and software installations.; Provided Systems and Networking Support for Linux Server using Samba 3, MySQL, Apache with PHP for Windows 2000 Professional, XP Professional and Linux clients systems. Provided full building network support and to other businesses on behalf of New Horizons Technologies.

Knowledge Technician

TiVo Support

August 2004 – January 2005 (6 months)

1.5 Help Desk Support provided support for system installation, networking, and troubleshooting.

Trainer Worker

Labor Ready

Public Company; 11-50 employees; TBI; Staffing and Recruiting industry

2000 – 2005 (5 years)

Service and Support Technician

Dell Computers

July 2002 – November 2002 (5 months)

Level 2 help desk and desktop support. Conducted hardware and software troubleshooting on low to high-end systems Provided application support on Win 95, 98, ME, 2000 Professional, XP Home and Professional.

Network Survey Specialist

NASA

Government Agency; 10,001+ employees; Aviation & Aerospace industry

April 2001 – May 2001 (2 months)

Contracted Position: Performed software and systems installations.

Led network survey team tasked with analyzing network client systems as part of the Systems Upgrade Project.

Responsible for maintaining project database.

Navy Tactical Data System Level 2

US Navy

Government Agency; 10,001+ employees; Military industry

July 1981 – May 1995 (13 years 11 months)

1988 Held Secret Level Clearance in US Navy.

Automated Data Systems Security Officer

USS Merrill (DD

January 1993 – January 1994 (1 year 1 month)

Satellite Networking Systems

US Navy

Government Agency; 10,001+ employees; Military industry

January 1988 – January 1994 (6 years 1 month)

Education

US Navy

N/A, Computer Operations and Networking

1981 – 1995

Education, Training, and Certification

Dell Certified Systems Expert Course: Port Arthur, TX (Certified) July 2001

Automated Data Systems Security Officer: USS Merrill (DD-976) US Navy San Diego, CA 1993 - 1994

Joint Operational Tactical System: (JOTS 1 and 2) US Navy San Diego, CA. 1988, 1994

Satellite Networking Systems: US Navy ASU, Bahrain 1991

Navy Tactical Data System Level 1: US Navy Dam Neck, Virginia Beach, VA 1982

Navy Tactical Data System Level 2: US Navy San Diego, CA. 1988

Held Secret Level Clearance in US Navy.

Areas of Expertise:

Development Business Administration

• Research and Deployment Planning

• Policy Planning

• Linux Server Configuration

• End User Training

• Project Planning

• Linux Server Administration

• Application Configuration

• Team & Project Leadership

• Database Administration

• Contingency and Backup Planning

• Linux and Windows Client Configuration

• Standards Compliance

• Regulatory Adherence

• Website Design

• Systems Integration

• Graphic Design

• Risk Assessment

DHCP

• Network Design and Planning

Technical Proficiencies

Languages: HTML, Javascript, CSS,

Servers (DB): MySQL Server Priming, Apache, Tomcat, Jabber, Mediawiki, Wordpress, Joomla

OS: Windows (2000/XP/Vista,7), Linux Server (Samba, Tomcat, Apache MySQL), Mac OS X (Tiger/Leopard)

Protocols: HTTP, WebDAV, LDAP, FTP, IMAP, SMTP, POP3, NNTP, RDP, DHCP, DNS

Tools (Design): The GIMP, Blender, Inkscape

Tools (Business): Microsoft Office Suite (Word/Excel/PowerPoint/Outlook/Access/Project), LibreOffice / OpenOffice (Base, Calc, Draw, Impress, Math, Writer)

Previously Dell Certified Technician, Desktops and Laptops, Dell Certified Deployment Specialist, HP Certified Deployment Specialist

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