IT Professional

Timothy Ackerman

**** ***** **** **** *****, NC *7262 336-***-**** ac1rjl@r.postjobfree.com

SUMMARY

Very technical IT Operations Support Technician has excellent analytical and technical skills that can help to improve the company's stability, productivity and profitability. Adaptable to change and to evolving environments. Possesses a thorough knowledge of computer hardware and software applications. Performs well under stressful, time-sensitive conditions. Has an Associate’s Degree in Computer Networking Systems and eight years of experience working in the IT field.

TECHNICAL PROFICIENCIES

Platforms/OS: Windows (95,98SE, 2000 pro, 2000 server, 2003 Server, 2008 Server, Win 7, XP, WIN 10), Linux, UNIX, Mainframe, AS400

Networking: TCP/IP, Cisco IOS, Layer 3 Routing Protocols (RIP, MPLS, BGP), LAN/WAN

Hardware: CISCO routers, Dell and IBM blade servers, Laptops, Desktops, RAID, SCSI

Languages: Python, SQL Server

Software: Citrix, BMC Products (Remedy, Footprints), Microsoft Office, Exchange Server 2003, Adobe Creative Suite 6, Symantec Ghost, Acronis, Microsoft Dynamics, VMware server, SQL Database Server, SAP, Active Directory, POS- Xstore/Tradewinds, PGP, SOPHOS, SharePoint

PROFESSIONAL EXPERIENCE

Old Dominion Freight Line 2013 - Present

Desktop Operations Tier II Support - Thomasville, NC

Sole point of contact for entire company support at night. Responsible for maintaining the Desktop Support, Level II queue and Access Controls queue. Assist level I with calls and ensure that all data entered into tickets is correct with minimal to no errors. Fix issues and assist users with varying computer issues. Create accounts in active directory, SAP, AS400 and various other proprietary systems.

Achieved 90% FCR which exceeded the expectations and resulted in positive customer satisfaction.

Achieved low call time averages without compromising the FCR rate or resolution attainment.

Actively sought project work and completed before SLA results being ahead of deadline.

Decreased escalated tickets by working with leadership to provide detailed information in tickets.

Successfully aided in companywide account conversions to a new naming convention, resulting in uniformity of user names and accounts.

Cross-trained Tier I employees to become more familiar with broader, more complex Tier II technical issues.

Classic Dyestuffs 2014-2017

IT Operations Support Technician -High Point, NC

Responsible for ongoing IT assistance and maintenance for an entire building. Assist personnel with the installation, configuration and ongoing usability of system hardware and software, including telecom, networking, printers, computers and peripherals. Provide daily operations and systems support to personnel. Verify functionality of hardware and software components and troubleshoot hardware and software issues in person, remotely and via phone. Assist employees with computer problems and answer their questions. Conduct daily network and server operations.

Led the conversion of MSDS to SDS into new SQL databases for Global Harmonized standards resulting in early completion of the EPA timeline for the labels to contain the correct information before the EPA deadline.

Assisted with server backups, network connectivity and redundancy, resulting in optimal up time and ultimately saving money.

Built strong relationships with customers by taking ownership of issues and contacting vendors if necessary. Every issue was followed through to resolution, which in return changed the view of the company IT support by prompt, reliable service when IT issues arose.

Provide end user education through presentations and demonstrations.

VF Corporation 2012-2013

Security Engineer I – Greensboro, NC

Responsible for the creation, deletion and modification of user accounts among the various systems which are used within the company. This includes: Active Directory, Lotus Notes, AS400, Main Frame, SAP and Unix/Linux as well as various proprietary systems which the company uses. Also responsible for completion of user account security within the target Service Level Agreements. Provide support via the Remedy on demand ticket system for issues regarding user security. Ensure that all accounts are documented in a timely manner with minimal to no mistakes.

Took ownership of ticket queue and delegation of tickets, raising workflow proficiency, resulting in saving the company time, money and resources.

Led the quarterly account removals, ultimately cleaning up space on servers and preventing unauthorized access to the systems, resulting in more space and preventing intrusions.

Completed leadership classes and have certificates

Improved my typing and data entry with minimal mistakes.

Polo Ralph Lauren 2011-2012

Operations Service Support Tier I - High Point, NC

Responsible for providing a single point of contact for all clients and thoroughly documenting technical issues and assisting in raising service request escalations. Provide technical support for both the retail and corporate environment and resolve technical problems by identifying and troubleshooting them. Ensure resolution of client's issues before closure of incidents. Escalate incidents when needed in order to ensure client satisfaction and prompt service. Respond quickly to incoming calls/emails and resolve issues for clients. Follow up with clients with persisting issues to ensure a resolution was achieved. Assist clients remotely for troubleshooting/solving advanced technical issues. Maintain a strong relationship with clients and workers, which helps to provide better service.

Maintained 90% first call closures ultimately raising customer satisfaction and the image of the Operations Service team.

Led the team in proper documentation by including all pertinent information in service requests leading to high customer satisfaction.

American Express 2010-2011

Desktop Operations Support – Greensboro, NC

Responsible for assigned trouble tickets and IMACS which include imaging, system prepping, configuring, and encrypting laptop/desktop computers; troubleshooting, shell swaps, fixing and replacing motherboards, running hardware diagnostics, replacing laptop LCD displays, remote assisting virtual users, uploading and distributing new images, troubleshooting HP printer issues, keeping track of distributed assets via an asset management software, handling troubleshooting for the migration from Lotus Notes to Microsoft Outlook, setting up, configuring, and troubleshooting VPN, syncing users' Lotus Notes/Microsoft Outlook to Blackberry devices, and wiping laptops/desktops for disposal/future deployment.

Roll out and migration of desktops and laptops from Win XP to Win 7 and Configured for Remote Users.

Responsible with finishing conversion of lotus notes to outlook leading to better business functionality, higher customer ratings and ease of use for end users.

EDUCATION & TRAINING

ITT Technical Institute - Computer Networking/Computer Science

Time management and leadership training

Core Courses:

Microsoft Desktop Operating Systems, Network Standards and Protocols, Microsoft Network OS I/II, WAN Technology and Application, Linux OS and Administration, Introduction to Computer Programming Database Development, Network Application Systems and Security

REFERENCES ARE AVAILABLE UPON REQUEST PORTFOLIO AVAILABLE FOR REVIEW

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