Tyrone Glass

Chicago, Illinois *****

312-***-****

ac2am5@r.postjobfree.com

IT specialist with over 15 years of experience in Help Desk Administration, Product, Service, and Application support. Expert and highly familiar with various operating systems, support, monitoring, and remediation tools.

Highly efficient and poised IT Professional who has a history of applying advanced level technical expertise to resolve highly complex customer issues

Resourceful problem solver with proven experience possesses exceptional troubleshooting, interpersonal, and documentation skills

Demonstrates excellent customer service skills, including strong sense of urgency, tact and professionalism.

Work independently, with minimal supervision, and provide guidance to other Technical Support Specialists

WORK EXPERIENCE

NOKIA/HERE Senior Support Operations Engineer 8/2011 – 6/2016

NAVTEQ North America, LLC Technical Support Specialist IV-Team Lead 6/2001 –8/2011

NAVTEQ/NOKIA-HERE is the leading global provider of digital map, traffic and location data for in-vehicle, portable, wireless and enterprise solutions.

Provide LINUX based support for global service operations

Monitor tool usage, along with run book remediation

Global communication with System Engineering team

Troubleshooting expertise for 2500+ clients in Chicago, IL; Veldhoven (Netherlands); Eschborn (Germany); San Paulo (Brazil) and London (England) in Enterprise Storage Networking (ESN) environments by diagnosing complex communication issues between network devices, mobile phones, servers, and storage products

Relate technical communications to non-technical users

Accept escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge

Identify records and works with management to proactively revise current procedures and tools (Marimba, Remedy, MacAfee, Virus removal, Hardware Diagnostics) to improve customer satisfaction

Proficient at challenging existing processes based on industry best practices

GLOBAL RESPONSIBILITIES:

oProvide monitoring, remediation, and escalation of global services

oTroubleshoot Global Services based on run book

oProvide expert protocol analysis, simulated customer problems, interfaces with Storage Product Engineering groups, develops and delivers advanced troubleshooting knowledge by mentoring and sharing knowledge-base of expertise; evaluates troubleshooting tools and analyzes network audit information to predict problems with Enterprise Storage Networking (ESN) implementations

oManage and direct software installations via Marimba and hardware installations

oProvide preventative and remedial maintenance services for desktops, laptops, printers, and peripherals, including LAN-attached, standalone, and remote workstations; system software (MS Office Suite, PGP, Oracle 10g, etc.); and core software applications (all diagnostics, break/fix, installation, configuration, and upgrade activities)

oAsset management of IT assets; Wireless support for blackberry, PDAs, and cell phones

oImaging software (Ghost), Familiarity of call tracking software (Remedy), Remote Assist Software (Remote Desktop), Remote Access (VPN, Web VPN)

GLOBAL RESPONSIBILITIES:

oTrain staff, assign and monitor tasks performed by the team

oClosely support VIPs and C-level executives

oConduct tool and test equipment specification reviews

oCreate documentation to interpret technical instructions, service manuals, electric/electronic schematics, policies and procedures for technical and non-technical users

oUNIX and mainframe maintenance

oNetwork Security and Permissions moderator

oProvide desk-side assistance to end-users of existing and new technologies, hardware, software

oSupport of over 50 locations, including: Corporate Headquarters, field and home officesin Chicago, IL; Veldhoven (Netherlands); Eschborn (Germany); San Paulo (Brazil) and London (England)

Johnson Motors, Waukegan, IL Technical Support Engineer 1/1998-5/2000

Johnson Motors (now Outboard Marine Corporation) - the world's largest manufacturer and supplier of outboard motors and second largest producer of powerboats.

Mentored others in providing validated technical information, support process instructions and special support requirements

Developed and implemented resolutions for problems identified, and adhering to standard practices and procedures

RESPONSIBILITIES:

oAuthentication policies for network access and data retrieval

oIn-office troubleshooting for Windows 98, 2000 and Office 2000 for 300+ clients

oEnterprise Administration, DNS, Network Monitoring

oDeveloped and revised training materials, manuals, and conductedMicrosoft Officeuser workshops

oHardware maintenance, laptop backups to network server

EDUCATION

Barat College of DePaul- Lake Forest, IL

Bachelor's Degree in Computer Science (3.0 GPA) 12/2000

Kishwaukee Jr. College -Malta, IL

Associate’s Degree in Computer Science (3.0 GPA) 5/1997

SKILLS SET

Active Directory Exchange Hardware/Software

Microsoft Office Suite Security/MacAfee TCP/IP

UNIX Administration VPN and Remote Access Windows XP/ 7/8/10

Remedy Unity/Call Manager/VOIP Backup/Storage

Video/Web Conferencing Audio/Visual Engineer Database Admin

Nagios Catchpoint RiverMuse

References Provided Upon Request

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