Support Technical

Christopher Louis Glover

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

Memphis, TN. 38115

Primary Cell 901-***-****

Primary **********@*******.***

Secondary **********.******@*****.***

Objective:

To obtain an IT support position that will enable me to use my technical skills, educational background, and ability to work well with people to ensure a company’s success.

Education:

ITT Technical Institute of Technology – Cordova, TN

Bachelors of Applied Science, Information Systems Security (ISS)

Received: September 2011 GPA: 3.79

Associate of Applied Science, Computer Networking Systems (CNS)

Received: September 2009 GPA: 3.67

Academics Honors -- Member of Alpha Beta Kappa Honor Society -- Perfect Attendance & Honors

State Technical Institute Memphis, TN. (1991-1992)

Major-Computer Science

Core Competencies:

-Sever Security Configuration

-Network Printer Installation and Setup

-Installed Server 2003&2008

-Intranet Maintenance/FrontPage

-DHCP Configurations

-Hardware Troubleshooting

-Hardware configuration

-User/Technical support

-Subnetting/Wireshark/NMap

-Software Configuration

-Software Troubleshooting

-System Imaging and Backups

-Citrix, Novell, Group Wise

-LAN/WAN connectivity issues

-VMware/VMSphere/DameWare

-Basic Cisco Switch, Router, and Firewall configuration

-Network Monitoring/Nessus

-Network Anti-virus solution

-Intermediate Linux

-Novice Forensics studies

-Novice Grey Hat Hacking

-Windows 8, 7, Vista, XP

-Apple/Mac OS

-HTML,Novice Visual Basic

-Linux Mint

Professional Experience:

4 years Data Center Experience

Federal Express Technical Analyst (Jan 2012 – Present)

Innosource/VDART/HCL

Monitor Unix/Windows/Solaris/Linux Servers to help support DOTCOM, SHIP, Tandem, Line Haul and FedEx Office, as well as other selected production systems in a 24/7/365 Call Data Center. Distributed Systems Support.

Ran Scheduled Batch Jobs for Dollar Universe

Ran Keynote Scripts

Used Putty to check server status.

Use HP Open View Operations for UNIX to monitor OVO alarms and servers in Memphis, Colorado and Pittsburgh.

Use Lotus Notes 7 for detailed documentation

Create technical bridges between multiple development groups, including OS support, project managers, hardware support, database management support, directors and application developers, in order to resolve both business and non-business impacting issues in a timely manner. Also verify all actions taken toward problem resolution are well documented. Paged and spoke with Sr. Technical Principles daily. Monitor over 1,000 application groups and 40+ Technical Chat rooms to offer IT help in finding various projects and phone numbers for IT Teams.

Currently using new Process Driven Service Management PDSM/SNOW Ticketing System to record incidents.

Use WIKI Notify to document technical bridge info daily to determine the severity of each issue.

Lync Chat

Monitor over 4000 Fedex Application Teams

ITIL Best Practices

Participated in 5 Corporate Loads

Monitor PULSE Dashboard

Monitor ARP Alerts

Open, update and Manage IOM Logs, page support groups

Application Status (Linux/Windows/Tandem)

Mainframe Configurations ABENDS/LOCK/IMSB/IMSG

I.T. Audit compliance for S.E.C. and S.O.X.

Completed 10 months of Knowledge Transfer Training to Indian HCL Employees to take over Federal Express workers positions

Maintained 99.88% OVO Annotation

Worked in WTC 25 and currently in WTC 10 Information Technology Command Center

Service Master Desk side Support (Dec2011-Jan2012)

Contractor for Robert Half

Installed AS/400 software via remote desktop to True Green users in 20 different cities.

PCI audit on all PCs and laptops of each branch of the company. Also performed updates of the operating system and software ADOBE, JAVA etc..

I.T. Internship

Not Paid (July 2011-Dec 2011)

IT internship with the Conrad Pearson Urology Clinic

Perform on-site and over the phone Tech Support/Help Desk for 70+ end users to ensure efficient workflow

Skilled in communicating highly technical information to both technical and non-technical personnel

Resolve Windows related issues and other PC related issues

Hardware and software configuration and troubleshooting, imaged hard drives

Install, configure, and maintain network printers & maintained HP ProLiant DL120 G6 Server, Cisco 2911, Cisco Catalyst 2960

Update Intranet with vital information in HTML code for everyday operations

Manage User profiles in Active Directory

Monitor and troubleshoot LAN & Monitors network using Spice Works

Manage and deploy Trend Micro enterprise antivirus solution across network and perform remote installations on nodes across the network

Utilize Dame Ware to remote troubleshoot PCs on the network

Helped in a major Project to Implement EMR software NEXT GEN to all end users for 2 months

Installed Dragon software for Doctor’s dictation on Laptops and Desktops

Supervised other Interns and scheduled days for Interns to work

Created patients DVD’s with X-Ray results and other health related info per HIPAA

Flextronics Apple Laptop Repair Technician (July 2010-January 2011)

-Repaired Mac book models M42 & K36 Flex Flow

Five years of functional knowledge of diagnosing and troubleshooting computer problems

Highly skilled in installing and configuring systems

Able to install windows, antivirus applications and patches

Take apart and re-assemble computer systems as required

Resolve network issues as required.

Diagnose and repair desktops, laptops and peripheral devices

Perform installation, diagnosis and repair of all computers

Test the equipment to analyze the extent of the damage sustained by the laptop

Troubleshoot computer hardware and software

Take apart and re-assemble computer systems as required

Methodist Health Care/ The Compass Group (February 1996 – July 2010)

-Catering Associate/IT

14 years Food Service and Customer Care Experience

Trained other employees for computer tasks

Installed monitors, printers, printer cartridges, Microsoft Office Suite, Applications for the director and managers.

Trained Directors, Managers and employees for Enteral Nutrition Compliance

Followed Enteral Feeding Guidelines

Provided IT help for the dietary department

References Furnished Upon Request

College Transcripts Furnished Upon Request

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