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Support Help Desk

Location:
Quarryville, Pennsylvania, 17566, United States
Posted:
August 30, 2017

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David Bryant Lonsinger

Paradise, PA *****509-***-**** ● ac121v@r.postjobfree.com

EDUCATION & TRAINING

Bachelor of Science - Network Management

WESTWOOD COLLEGE

Fort Worth, TX

Associate of Science - Information Technology

WESTWOOD COLLEGE

Dallas, TX

High School

PEQUEA VALLEY

Kinzers, PA

KEY COMPETENCIES

Installation and Configuration

Operation Monitoring

Repairing

Systems Analysis

Critical Thinking

Troubleshooting

End-User Support

LAN/WAN Support

Information Security

PROFESSIONAL EXPERIENCE

NOC ENGINEER April 2017-May 2017

COMCAST

Deals with more telecom networking issues.

Responsible for Voice (VoIP) services and deal with multiple carriers

Assist in developing and documenting Standard Operating Procedures for making network changes

Ability to debug hardware and software system level problems in a multi-vendor IP environment IP networking concepts including switching, and routing, LAN/WAN protocols and typologies

Working with RF theory as it pertains to WiFi Networks Working knowledge of transport, routing and signaling protocols including but not limited to SONET w/Client (OC3-OC192), Cable (DOCSIS),T1-T3 OC3 Working knowledge of switching, including but not limited to; IGMP, 802.XX, Gigabit Ethernet, 10G Ethernet, Vlan/Trunking (802.1q And ISL), Etherchannel, Wireless, Spanning Tree (STP), HSRP, VRRP

Working with WiFi Networking, Controllers, Access Points and, network manager tools such as Spectrum,Metasolv, MetroWatch,Putty and many other diagnostic networking tools

IT Support Analyst II

November 2014 – March 2017

HEALTH MANAGEMENT SYSTEMS (HMS)

Irving, TX

Provided technical support to end users including support for hardware, printing, eCenter, Track + applications and all users – employees, clients, providers and contractors.

Provided Level 1 Help Desk support for all HMS applications and systems within negotiated Service Level Agreements (SLAs).

Logged all incidents reported via telephone, email or voice mail.

Attempts to troubleshoot and resolve all incidents reported to the Help Desk.

Distributes and dispatches incidents to the appropriate support groups as needed.

Ensured timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target

Conducted first level support using documented procedures and available system tools.

Coordinated and tracks all system level production down resolution as necessary per documented procedures.

Administers IDs, passwords and security rights for all internally developed web-based systems.

Provided support for remote users (VPN and other connectivity issues)

Documented processes and procedures as required.

Provide a high level of support with a customer first attitude.

Applied a high sense of urgency to all tasks and met deadlines.

Communicated effectively verbally, in writing, and fluently in English.

Provide a high level of problem solving and technical troubleshooting skills.

Communicated technology into business terms with customers at all levels.

Actively collaborate with vendors and other support teams for problem resolution.

Analyzed information and use logic and process to address work-related issues and problems.

Perform well in a team environment and independently to achieve business goals.

Averaged manual dexterity work in use of a PC, phone, sorting, filing and other office machines.

Maintained and secured sensitive/confidential information.

Work proficiently with Microsoft Word, and Excel

Working knowledge of HIPAA privacy and Security rules.

IT Support Analyst I

July 2014 - November 2014

HEALTH MANAGEMENT SYSTEMS (HMS)

Dallas, TX

Provided technical support to end users including support for hardware, printing, eCenter, Track + applications and all users – employees, clients, providers and contractors.

Provided Level 1 Help Desk support for all HMS applications and systems within negotiated Service Level Agreements (SLAs).

Logged all incidents reported via telephone, email or voice mail.

Attempts to troubleshoot and resolve all incidents reported to the Help Desk.

Distributes and dispatches incidents to the appropriate support groups as needed.

Ensured timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target

Conducted first level support using documented procedures and available system tools.

Coordinated and tracks all system level production down resolution as necessary per documented procedures.

Administers IDs, passwords and security rights for all internally developed web-based systems.

Provided support for remote users (VPN and other connectivity issues)

Documented processes and procedures as required.

Provide a high level of support with a customer first attitude.

Applied a high sense of urgency to all tasks and met deadlines.

Communicated effectively verbally, in writing, and fluently in English.

Provide a high level of problem solving and technical troubleshooting skills.

Communicated technology into business terms with customers at all levels.

Actively collaborate with vendors and other support teams for problem resolution.

Analyzed information and use logic and process to address work-related issues and problems.

Perform well in a team environment and independently to achieve business goals.

Averaged manual dexterity work in use of a PC, phone, sorting, filing and other office machines.

Maintained and secured sensitive/confidential information.

Work proficiently with Microsoft Word, and Excel

Working knowledge of HIPAA privacy and Security rules.

Help Desk Level 2/Desktop Support

July 2013 - May 2014

CLUBCORP

Dallas, TX

First level Aloha POS installs and support

ADP support

Bob Vila Diagram (Proplans) install and configuration

BPC configuration issues

Cater Plus (Club Cater) installs and configuration

Java installs

Lotus Notes troubleshooting and installs

Zimbra support and password resets

MAP (Member Access Process) support

Oracle password resets and printer setup

Local and network printer setup and troubleshooting

Prophetline POS first level support

ProspectPro supports

Tee-Sheets configurations and support

Vista Plus support

P-Card (Pathway Net) password resets

Windows Active Directory configurations and password resets

Microsoft Product knowledge (Microsoft Office (versions 97 thru 2010) and, Windows, XP, and Windows 7)

Remote Desktop experience

Desktop support including troubleshooting and imaging

Network troubleshooting and diagnosis of routers, switches, servers, and access points

Work with Manage Engine Service Desk Plus ticketing system

Image workstations with Dell KACE

Help Desk Analyst L1

May 2012 - July 2013

COMPUTER SCIENCES CORPORATION (CSC)

Coppell, TX

Trouble shooting VPN and RSA token issue

Troubleshoot Online Scoring Network Issue

Password resets for Windows, and Mainframe

Troubleshooting printer issues

Work with Citrix XenApp,RD Web Access, and Oracle Identity Manager

Troubleshoot Microsoft Online Services and Office 365 issues

Work with posting SMARTS and Keynotes alerts and contacting on call technicians

Troubleshooting wired and wireless networks

Troubleshoot PeopleSoft Issues

Troubleshooting VOIP and wireless devices

Escalating tickets to appropriate groups

Troubleshooting SharePoint issues

Use USD & Remedy ticketing Knowledge Tool

Working with VIP customers

Use RSA Administration to enable, disable, and verify token usage

Working with and escalations in WAN Server and Network issues

Technical Advisor

July 2010 - March 2012

CHECKPOINT SOFTWARE TECHNOLOGIES

Irving, TX

Troubleshooting Firewalls for corporate customer, and government agencies

Troubleshoot UTM, Power-1, Provider-1and Edge hardware

Troubleshooting Linux, Microsoft, VPN client, SPLAT along with other software.

Troubleshooting Endpoint products

Check Point Certified Endpoint Expert

Use cpifo and other tools to read logs provided by customers

Use FTP and SFTP for sending and receiving files from customers

Use debug logs to diagnose customer issue

Use VM Workstation and VSX lab manager to lab out customer issues

Use Putty for connection and configuration of firewalls

Use wiresshark and other packet sniffing programs to analysis network traffic

Work closely with escalations, and R & D in resolving customer issues

ACCOMPLISHMENTS & AWARDS

Member of the ALPHA BETA KAPPA National Honor Society

3.83 GPA for my Bachelor’s Degree

3.89 GPA for my Associates Degree

Eight time Presidential list winner ( 3.8-4.0 GPA)

Eight time Dean’s List winner (3.5-3.79 GPA)

Seven time Perfect Attendance award

Career Goal

To be a positive influence and contributor to any organization I am a part of. To expand my skills and to grow in my career and take on new and challenging roles in any organization I am employed by.



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