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Support Technical

Location:
Anaheim, California, United States
Salary:
25 per hr
Posted:
August 31, 2017

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THERON P. GRAY

ac13s4@r.postjobfree.com

(424) ***-****

CERTIFICATIONS

Networking Technology Certificate United Educational Institute Ontario, CA.

December 2000

AMAG Security Management System Certificate, AMAG Technology Torrance, CA.

May 2006

TECHNICAL SKILLS

LAN/WAN Windows Server DNS DHCP File Share Block It Joomla Windows 98/2000/XP Professional CMS Microsoft Exchange IPhone/IPad MS Office 2003-2007 RT TeleVantage 6.10 Confluence VNC Akamai Edge Control Log-Me-in-Rescue POS Cisco/Lucent/Shortell IP Phone Windows Server 2000-2003 Dell Computers HP (desktop, laptop and printers) Brother Xerox VPN SQL Zendesk Spoon.et (Browser Cloud) Video Streaming Protocol Windows XP Windows 7 Windows 2003 Windows 2008 PC and Laptop Hardware Apple hardware and Mac OS X Active Directory Support and Deploying Microsoft Office 2007/2010 Antivirus Applications preferably Symantec Antivirus Spy-Ware Removal and Spy-Ware Tools, Windows Backup, Windows Server, DNS, DHCP, File Share, Google Mail Wi-Fi Technologies 802.11x WPA WEP Cisco Phones and Call Manager is a plus Networking Blackberry Enterprise Server Log Mein Rescue Active Directory Zendesk MS Exchange Management Shell RDP OWA Putty BES/BIS Administration and Firebug Developer (Chrome/Firefox) Epic Dragon RTED/SMAC Fast Trak Toll Road Systems 3M Identity 5204 Readers RFID AutoSense Unit RST WUG Spiceworks Acronis Webgility Quickbooks Veeam Quickbooks 0365

EXPERIENCE

Carlton Forge Works, Paramount, CA January 2017- May 2017 (Contract)

Systems Administrator

Responsibilities:

End user access set up

Employee termination shut down

Backup logic maintenance and monitoring

Port mapping

Network monitoring and maintinnce

Avaya phone and system administration

Tech writing

Technical logic buildout planning for backup logic via Veeam

Network drop patching

End user hardware /software investigation and repair

Inventory Software / Hardware

Helpdesk Administration

Deluxe Entertainment, Burbank, CA September 2016 – December 2016 (Contract)

Helpdesk Support

Responsibilities:

Network port tally and routing

End user administration

PC and Mac remediation

End user prep for move

Hardware and IT equipment auditing

Data mapping for new end user location

Network port activation and de-activation

End user system set up (PC/Mac)

PC E-Waste

Restore and repair huge lot of PC’s

Asset tag company equipment

Dine Equity, Glendale, CA September 2016 – October 2016 (Contract)

Helpdesk Specialist II

Responsibilities:

Prep end users for migration from Office 2007-9 to 0365 platform

End user configuration after migration

Contact end users to inform them of migration date and prerequisite to migration

Document progress on spreadsheet / Ticketing System

Resolve issues with end user migration

Communicate dilemmas and configuration issues / devise resolution

3M/91 Expresslanes, Anaheim Hills, CA June 2014 – September 2016

Sr. Tolling Systems Administrator

Responsibilities:

Maintain AD for ETTM system users

Monitor/Resolve system performance of Dell Servers

Support ETTM staff outstanding technical issues with Software applications

Maintain SMAC and RTED software make sure that its updated

Monitor Lane Controller applications resolve errors and performance issues

Monitor Datalogger application /resolve errors and performance issues

Monitor server drive space on 14 servers for the back end info structure

Input task and resolution via Spiceworks ticketing system

Software migration

Monthly server maintenance (creating space, performance optimization etc.)

Server image creation and cloning of servers

Manage backups via MS Backup Exec 2010

Update Anti-Virus definitions for ETTM workstations and servers

Create monthly system performance reports for toll lane logic

Creating Alarms via WUG system alarming and notification software

Provide level 2 support for ETTM staff Level I

Ability to troubleshoot problems on workstations, basic components of desktop applications, printer hardware, desktop printing issues, hardware/software interface problems and

Provide Documentation for resolutions

Network monitoring

Provide Level I / II insight/resolution on ongoing ETTM / In lane system issues

Technical Liaison for OCTA and Cofiroute

Providence Health & Services, Burbank, CA May 2014 - July 2014

Desktop Support II

Responsibilities:

Assist with the migration of EPIC

Providing a level of technical expertise across multiple skill sets to address and resolve the client’s issues in an acceptable time frame and within the Service Level Agreements. The ability to use Microsoft word, excel, Visio, SharePoint and Citrixthin client

The ability to provide quality documentation

Ability to assemble, configure and install workstations and install peripherals (printers, scanners, toner cartridges, PDA’s, etc.).

Understands Windows Operating systems (Win XP, Win 7, etc.) and performs desktop installations and configurations with respect to the installed hardware, systems testing and final location.

Ability to test systems to ensure all components are compatible with existing equipment and resolve any conflicts or system malfunctions that occurs in end user devices and printers.

Ability to troubleshoot problems on workstations, basic components of desktop applications, printer hardware, desktop printing issues, hardware/software interface problems and communications difficulties between components.

Provide instruction to end users on basic use of hardware and desktop supported software, such as changing of toner cartridges, use of PDA's and specialty hardware.

Mannassi Consulting, Woodland Hills, CA September 2013 - March 2014

Lead Desktop Engineer II

Responsibilities:

Setup AD accounts for new users and 0365 user.

Involved in PC troubleshooting and provided remote support using Log Me in.

Involved in PC imaging using Clonezilla and Ghost and Shortell VoIP phone configuration.

Involved in printer issue troubleshooting and resolution and network troubleshooting.

Involved in PC deployment and provided email/phone/high touch support.

Involved in data recovery/data back-ups using NAS and local Terabyte storage devices.

Setup SMTP/mail forwards and masking and Involved in network port patching.

Involved in software troubleshooting and RDP configuration.

PTMS,GP and CRM application support

Communicate with teams to get resolution in a timely manor

Network issue resolution

YourIT, Culver City, CA January 2013 - July 2013

Technical Support Lead for Blackberry Support / Desktop Support / BES/BIS/MS Exchange

YourIT is a company that offers its customer’s hosted exchange, spam protection, voice, data solutions, managed IT solutions, data backup, email security and list goes on.

Responsibilities:

Answered inbound tickets in timely manner and resolved Windows issues.

Setup POP accounts and SMTP/mail forwards and masking.

Setup MS Exchange accounts and configured BB to sync with MS Exchange.

Involved in BB issue resolution and MS Server error log monitoring.

Configured and installed data backup applications.

Troubleshot POP/Exchange mail flow issues/bounce-backs.

Provided mail support and phone support.

Acted as a liaison for client to vendor and setup scenarios to resolve client issues.

Involved in email communication.

Troubleshot advanced MS Outlook Mail configuration and behavior issues.

Involved in telephone conferencing and communication.

Administered users to systems and troubleshot issue and resolved delegate departments for structured resolution.

Managed users in Active Directory/Exchange Management Shell OWA.

Provided BB support/device Configuration troubleshooting.

Provided remote support using Log Me in Rescue.

Endplay Inc., Culver City, CA March 2010 - November 2012

Supervisor/Client Support Engineer

Responsibilities:

Answered inbound tickets in timely manner and troubleshot issue and resolved delegate departments for structured resolution.

Supervised support department and reported daily, monthly and weekly ticket status report.

Maintained relationships with third party vendor and acted as a liaison for client to vendor.

Refreshed server nodes for cache issues and setup scenarios to resolve client issues.

Involved in email communication and telephone conferencing and communication.

Led major accounts and administered users to systems.

Worked directly with Developers and QA for conclusions to issues.

Worked with WDT for weather technology issues.

Involved in software configuration and consulting.

Troubleshot video streaming and encoding issues.

Used SQL to render records from software databases

Assisting Webmasters with content issues etc

Responding to clients via Email/Remote/Telephone

Marshall School of Business USC, Los Angeles, CA July 2008 - September 2008

Help Desk Technician

Responsibilities:

Updated organizational units in AD and assisted end user over the phone.

Worked as computer lab assistant and troubleshot hardware issues.

Assisted end users with technical issues and involved in PC/software inventory.

Troubleshot application issues PC and MAC and involved in PC configuration.

Provided customer service to ISP users and involved in system imaging.

Performed software testing and hardware testing.

Provided phone technical support/desk side technical support.

Utilized SQL to troubleshoot issues and examined XML files.

Troubleshot network issue that may be the cause of issues.

Administered user accounts for several systems.

Kellogg Garden Inc., Carson, CA May 2007 - May 2008

Systems Administrator

Kellogg Garden Products continues their illustrious 80 plus year history of perfecting organic soil amendments, mulches, fertilizers and potting soils.

Responsibilities:

Monitored servers for error and provided maintenance (Server 2003-2005).

Involved in data recovery/data back-ups using NAS and local Terabyte storage devices.

Involved in AD management and TCPIP troubleshooting.

Provided offer end user support for 5 locations and 100 plus employees (Hi-touch, phone and remote).

Involved in Avaya VoIP Voicemail administration and management.

Created and managed application topology documentation.

Involved in domain administration application troubleshooting and resolution.

Involved in PC Repair/PC configuration and troubleshot MAC issues.

Involved in PIXX firewall traffic monitoring and Veritas imaging + Back-ups (NAS).

Involved in application installations.

Provided remote support using Log Mein Rescue and VNC.

Involved in VPN configurations and printer installation and maintenance.

Involved in PC/software inventory and troubleshooting WAN/LAN/ and VoIP issues.

Involved in network connectivity monitoring.

Involved in application/hardware procedure documentation and implementation.

AMAG Technology, Torrance, CA August 2006 - May 2007

Technical Security Support Specialist II

Responsibilities:

Maintained SQL databases and ticket tracked using Footprints.

Repaired electronic nodes and troubleshot MIS/Access control environment technical issues.

Involved in SQL database conversions and heavy application troubleshooting and resolution.

Involved in node troubleshooting and configuration.

Troubleshot Biometric technology issues and liaised management for end users.

Involved in system project management and RSI biometrics liaison for access control issues.

Provided phone support and troubleshot Access Control Digital video environment technical issues.

Assisted technicians with AMAG app design issues

Set up technicians scenario in house to immolate problem and resolve

Responding to clients via Email/Remote/Telephone

Hot Topic Inc., City of Industry, CA March 2003 - February 2006

MIS Support/Information Technology Support/IT Helpdesk Operations/PC Technician

Responsibilities:

Resolved for POS, X-press Server, Microsoft and GERS software issues.

Maintained various servers’ applications that run various programs at headquarters (UNIX, GERS, SQL and Cisco Systems programs).

Maintained various server applications that offer support to major software programs that are used in the field.

Involved in network connectivity monitoring/troubleshooting and intrusive DLINK/DMARK testing via AT&T.

Involved in Cisco 1700 Series router configuration.

Provided offer technical support to management and associates in need of PC support issues and software issues (PC, Laptop and Blackberry).

Diagnosed PC and software issues for employees at headquarters to insure steady workflow.

Performed software testing and hardware testing.

Recognized and reported unsafe adverse conditions.

Performed maintenance and repaired computers, printers, Cisco System IP phones, projectors and other related electronic and A/V equipment.

Troubleshot computer networks, T1 circuits, communications equipment and Cisco System phones.

Troubleshoot WAN/LAN issues and provided client support.

Remote support for store cashiers POS and SKU issues

Update sku # for merchandise using SQL and Putty

EarthLink Network Inc., Pasadena, CA November 2001 - March 2003

Technical Support/Major Accounts Specialist/Supervisor Alternate

It’s a multi-million dollar internet company, providing internet access and other services.

Responsibilities:

Provided customer service to ISP users.

Worked alongside a team of 30 major account specialists to resolve heavy billing issues and negotiation of solution with emphasis on maintaining a healthy relationship with vendors.

Resolved complex billing issues for end users, vendors and partner employees by identifying problem and systematically troubleshooting to omit solution.

Designated by immediate supervisor to serve as acting supervisor during absence, thus preventing disruption in the normal flow of service and support activity.

Communicated via telephone heavy business to business resolutions, reducing downtime, improving versatility and enhancing productivity through cross training of representatives from vendors customer support in issues related to billing.

Mentored and trained current employees on “Up Sell” program enabling them to become fully functional and proficient at problem solving.

Asked to act a relief supervisor which consisted of helping team members resolve customer questions, inquiries and or problems, mentoring call statistics and escalating customer concerns when necessary.

Business Anywhere Inc., Irvine, CA December 2000 - October 2001

Field Technician/Tech Support/Customer Quality Assurance (System Support)

Responsibilities:

Resolved complex computer issues for vendors and employees via telephone and also traveled to resolve issues as on site technician.

Resolved numerous computer component and software issues by troubleshooting efficiently.

Helped build business center computer systems and components (PC Powered Touch screen business Kiosk) also maintained upgrade of each system constructed.

Resolved project issues related to planning engineering and documentation resulting in delivering solutions that met specification and meeting project goals on time.

Capitalized on quick learning ability to acquire numerous skill sets within short periods of time, thereby efficiently and expeditiously processing vendor inquires.

Accomplished resolution of numerous technical issues via telephone with clarity and completion, successfully.



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