Cole Andrew Haynes

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

Kernersville, NC, 27284

336-***-**** (W) 336-***-**** (M)

Objective: A goal-oriented team player seeking position in the Management field utilizing my education and experience for the benefit of my employer

Education:

2005-2007 ECPI College Of Technology Greensboro, NC

A.A.S. Computer and Information Science

IT/Networking and Security Management

Skills: 7+ years of Extensive knowledge in Windows Desktop Engineering, 7+ years in application support, ITIL certified, Communications and marketing, MS Word and Excel, Exceptional organizational/leadership skills, IT management, Project management, RFA/MacRelo management, Self Starter, Exceptional technical support skills, Exceptional communication/people skills, 7+ years working for healthcare industry, VSphere Client, Citrix XenApp Console, Desktop/Laptop/Printer support and maintenance, Help Desk/Telephone support, Network Connectivity, PDA to Email connectivity, CLI - Windows and UNIX, Active Directory, Windows Server 2003/2008/2012, Windows Patching, Windows XP pro/Windows 7/Windows 8/Windows 10, Microsoft Office Suite, SCCM/ITCM, SQL Server 2008, CAT5/CAT6 and Fiber Optic Cabling.

Communications: IT management, Project Lead, Customer Service Specialist, TCP/IP, LAN/WAN

Work Experience:

2/12-Present Fujitsu North America Winston Salem, NC

Senior Desktop Engineer

Supporting Citrix Servers with backup, maintenance, cleanup, and troubleshooting issues.

Monitoring the XenApp server infrastructure to ensure they are running efficiently

Documenting fixes and procedures to aid the help desk in resolving issues without escalating

Acting as 3rd level technical escalation support for XenApp and Virtual Desktop issues

Reaching out to internal and external customers as necessary when working escalated problem tickets to resolve issues

Building installation packages for automatically installing applications onto the Production XenApp servers, and modifying MSI’s as needed for the packages

Working with VMWare Vsphere to build Virtual Machines for co-workers to use remotely for supporting the customer account

Configuring and Implementing GPO’s for the XenApp environment

300+ Applications Supported independently i.e. (Tableau, SAP Business Objects, Teradata, all business applications support on approved software list: Amisys, Macess, Siebel, PMHS.)

Running all IT processes and Project needs for clients in BCBSNC, Managing Jr. Technicians/Training, RFA/MacRelo management for the client.

Independently supporting 600+ employees for Blue Cross account in Winston Salem Madison Park office, Managing all Madison Park processes and business needs. Executive support to VP’s for all IT needs.

Handling all Software distribution via ITCM as well as manual application support (Claim Check V9/V10, Entrendex, Foxtrot, Rate Manager, HCC Risk Adjustment Manager/RAM).

Windows performance and diagnostic tools to diagnose problems, Event Viewer, Remote Task Manager, Active Directory, Citrix tools

Supported multiple projects and application upgrades for BCBSNC apps

Kodak i1860 and 9500 scanner configurations/support. Printer support and maintenance

Imaging, configuring, distributing, and troubleshooting laptops and desktops (Dell and Fujitsu) for all users.

Handling all depot repairs on Dell and Fujitsu equipment, PC inventory and tracking all serial numbers/equipment.

Exceeded SLA metrics and performance

Windows XP/Windows 7 upgrade project ran the entire project for 600 users

Managed multiple large projects regarding moves/application upgrades/deployments/OS upgrades

5/11-2/12 Blue Cross Blue Shield of NC Durham, NC

IS Engineer

Providing exceptional support and problem resolution with a high degree of customer service, technical expertise and timeliness for technical related issues within support of workstation hardware and software

SMS remote support center for remote desktop connectivity and software installation – Diagnosed malfunctioning computers and peripherals, and resolved issues via remote desktop connection

Supported over 300 applications i.e. IE7, Microsoft Office/Outlook/Live Meeting2007, MS Lync 2010, SharePoint, PowerMhs, iseries/AS400, Maxmc, Cweb/Citrix, Macess, Amisys, HP Service Center, Siebel, Avaya Agent/Communicator Soft phone

Windows XP support/Managing network printers

Working with a high degree of patience and problem management techniques, Analytical, ability to solve problems quickly and efficiently, extremely fast learner

Exceptional IPW and Performance reviews – Managed Knowledge base documentation for employees/helpdesk

Provided after hours on call support

Fielded an average of 35-45 help desk calls per day in a call center environment using Service Center – Maintained a call resolution rate above 94% for entire year

4/08-5/11 AFL Network Services Greensboro, NC

Network Engineer

Installation of LAN/WAN hardware by installing routers and switches in accordance with company standards

Installation and termination of fiber-optic, cat5e, and cat6e copper cabling

PBX installation and maintenance as well as VoIP PBX installation

Wireless Access Points installation at Baptist medical center

Conducting job site surveys (including visual inspections, problem identification, etc.)

Possess working knowledge of ANSI/TIA/EIA and the National Electrical Code

Interface with customer contacts on projects and work orders

Interface with end user and coordinate with other vendors for each project when required by customer

Attend project planning and progress meetings and report any project scope changes, issues, or concerns to assigned contacts

11/07-2/08 Winston Salem Industries for the Blind (Contract) Winston-Salem, NC

IT Engineer

Server maintenance, event viewer, and disk drive backups, patching, and software distribution, Managing Active Directory OU’s and groups, End User support hardware/software

DNS, Storage Backup/Management, Firewall, Proxy server/DHCP

Managed all projects related to upgrading server infrastructure and Server upgrades/patching

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