JASON BOYD

*** ********** **. ** *** A*

North Canton, OH 44720

330-***-****

ac2b3e@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

An Information Technology Professional with 15+ years of administering systems and providing support, ranging from individual on-site LAN workstation troubleshooting and maintenance to global enterprise WAN-wide deployment and management of software or servers. I specialize in finding simple and efficient solutions to complex problems while balancing man hours and dollars as directed.

WORK EXPERIENCE:

Summa Physicians, Inc. Akron, OH November 2013 – June 2017

System Administration / Application Support / IT Security

Administered the various application servers for Summa’s eClinicalWorks deployments and provided technical support for end users of the eCW client. This included organization-wide upgrades and working closely with the vendor when necessary.

Supported Summa’s ambulatory Point-of-Sale system, Elavon Converge.

Detected and discovered a Point-of-Sale malware infestation that had infected over 300 POS terminals across Summa.

Worked hands on for the Summa Epic CarePATH rollout across Summa’s territory.

Singlehandedly revised and managed the security access paperwork process for Epic CarePATH for all incoming ambulatory employees. Worked closely with Mercy Health’s CarePATH Security team as needed to smoothly resolve user access in real time, despite wildly conflicting access control processes between both parties.

Provided various software support for OpenText RightFax, Medtronic PaceART, and others.

Diebold, Inc. North Canton, OH July 2010 – November 2013

System Administration / Application Support / IT Security

By the end of my time at Diebold I had been assigned as the admin of the McAfee ePolicy Orchestrator server for Diebold’s 30,000+ workstations and servers, overseeing encryption, anti-virus, and firewall configuration. I also had been granted admin access to the company Exchange servers, full client control via SCCM, and user/group control in Active Directory for various support, configuration, cleanup, and learning purposes.

In my first month of employment, I figured out a trick to allow 5,000 critical remote users to quickly get back on the VPN in the wake of a sudden access-cutting McAfee firewall upgrade disaster. It involved automatically searching the SCCM cache and giving enough information to Level 1 Support such that they could reinstall the McAfee firewall client and remove the old Sygate firewall properly without further assistance. Hundred of thousands of man hours were saved.

Took the fragmented remains of the development environment for a bootable SafeBoot Encryption Wintech CD (for SafeBoot drive encryption recovery) and developed a version compatible with McAfee Endpoint Encryption 5.2.4. This was an intense task that required learning the BartPE environment from scratch, reverse engineering the former version, understanding how our backup process and script were intended to work without input from the original developers, and then upgrading the CD to be compatible with the newer laptops in the environment. This took two weeks flat, and that was between working on other tickets. Later, further evolved this disc into a USB-stick bootable incarnation that was orders of magnitude faster than its optical media predecessors.

Was at the forefront of the December 2010 – May 2011 Dell Latitude E6410 display issue incident. From December 2010 until May 2011 I was in regular contact with Dell working to prove beyond any possibility of argument that the hardware of the E6410 series laptop line was flawed and that their persistent glitching and overheating issues were not Diebold's fault. After five months, I succeeded, proving there was a flaw in the entire line of hardware worldwide triggered by intense CPU usage.

Robert Half Technology North Canton, OH June 2010 – July 2010

Application Support

Rapidly integrated into new workplace environment, made immediate progress in increasing helpdesk efficiency with regards to the processing of the daily workload

Brought insight on potential procedural changes from experiences at the Yellow-Roadway helpdesk, which took an exponentially larger volume of calls daily.

After one month, my managers decided to cancel my 7-month contract and hire me on full time.

Yellow Roadway Corporation Worldwide Technologies Akron, OH July 2007 – March 2009

Application Support

Provided overall support for workstation and mainframe issues to 55,000+ customers divided between 4 separate and independent corporate IT infrastructures in order to diagnose and resolve routine problems via remote means.

Troubleshot issues regarding hardware failures, information security, system interoperability, user error, viruses and malware, system performance, virtualization, Microsoft Exchange, and company-wide upgrades/integrations.

Utilized independent escalation, knowledge base, and problem tracking strategies through a CA Service Desk software solution to achieve 95% call ticketing and 80% first contact resolution of 70+ calls daily.

Managed, organized, led, and provided support for project teams within the Support Center environment.

Created, trained, and maintained end users and clients; conducted independent follow-up of all situations.

Helped develop the skills of new employees through training, call monitoring, and procedure orientation.

Wrote and reviewed the internal and external customer knowledgebase, as well as authoring, editing, and maintaining operational documentation of in house processes, networks, and training material.

Independently worked with the QA department developing testing scenarios and automating software testing.

Robert Half Technology Akron, OH November 2006 – July 2007

Application Support

Acted as the first-line of support for office workstations and end-user field laptops, for all possible hardware and software issues.

Manipulated servers across the organization, including IBM m204 models, IBM AS/400 models, a custom in-house Linux distribution, and various Microsoft Server 2003 boxes (for domain control, printing, etc.).

Performed remote administration of dozens of mainframes using Hummingbird’s Hostexplorer.

Tracked issues with the help desk knowledgebase using CA’s Unicenter Service Desk.

Referenced hardware with CA’s Unicenter Asset Management and assisted users worldwide via CA’s Remote Management suite.

Kent State University, College of Business Administration, Kent, OH August 2002 – December 2003

PC Lab Tech

Provided technical support to a university computer lab consisting of 70 computers with an average of 300 users, achieving full capacity during peak hours.

Proposed the deployment of Faronics’ Deep Freeze software for 3 computer labs, which resulted in ‘snapshotting’ the data on lab hard drives to an image that was restored completely after every reboot.

The solution saved hundreds of man hours by preventing the corruption of all lab PCs from malware, viruses, and general student tampering.

Responded to tier I and tier II calls concerning computer support tickets for faculty within the building.

Provided technical support and troubleshooting of network, software, and hardware problems for students.

Wrote operational documentation of processes, networks, and training material for help sheets distributed to students.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows (3.1, 95, 98, ME, 2000, XP, Vista, 7, 8, 8.1, 10) (NT4, Server 2000, Server 2003, Server 2008 R2, Server 2012, Server 2012 R2)

Administration: Active Directory 2008, AS/400, M204, McAfee ePolicy Orchestrator, Microsoft Exchange, Microsoft SCCM 2007, CA Service Desk, HP Service Manager, Symantec Ghost, Faronics Deep Freeze

Hardware: Server, Workstation and Laptop builds and maintenance, avid interest in current and future technology and trends. Extensive diagnosis and troubleshooting of laptop hardware.

Productivity Software: Troubleshooting and support for Microsoft Office, Hummingbird Hostexplorer, Internet Explorer 6-11, Mozilla Firefox 50+, Google Chrome, Diebold’s proprietary custom software suite, eClinicalWorks, Epic, OpenText RightFax, Cisco’s VPN solutions, Javas 6 and 7

Networking: Windows Server 2003/2008/2012 Domains, TCP/IP, DHCP, DNS, 802.11 infrastructure, Workgroups

EDUCATION:

Bachelor of Business Administration (B.B.A) Graduated May 2006

Kent State University Kent, OH

Major: Management Information Systems

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