Information Technology Technical Support
Resume:
ERIC JENT
****A S **th Milwaukee, WI ***** 414-***-**** ********@*****.***
As an experienced lead information technology support technician, hardware, software, and security. My experience includes working with networking devices, servers, desktops and mobile devices. I am able resolve complex issues. I have multiple years’ experience working with ticketing systems and keeping SLA’s.. Proven ability to create and deliver solutions tied to business growth, organizational development and systems/network optimization. Excellent organizational skills, written and oral communication skills, and excellent analytical thinking, problem solving, and resolution skills. Ability to handle multiple tasks, set appropriate priorities and accomplish assignments in a thorough and timely manner. Any gaps in my employment history were spent working for wizardtechsupport.
TECHNICAL SKILLS
SYSTEMS UNIX, LINUX, WINDOWS WORKSTATIONS, HYPER-V, VMWARE, SCCM, WINDOWS SERVERS, CITRIX SERVERS, LINUX SERVERS, CISCO IOS DEVICES, NOVELL NETWARE, WINDOWS OS(XP-WIN10), MAC OS, ANDROID, IOS (IPHONE), ROUTERS, SWITCHES, AND ETC.
SOFTWARE MICROSOFT WINDOWS OFFICE SOFTWARE, SHAREPOINT, OFFICE 365, MACROMEDIA CSS, DREAMWEAVER, ADOBE PRODUCTS, VISUAL STUDIOS, SAP, POS, LYNC, OUTLOOK, HYPER-V, VMWARE.
PROTOCOLS & SERVICES APACHE, IIS, ACTIVE DIRECTORY, IPSEC, GROUP POLICY, HTTP, HTTPS, SSL, FTP, VPN, MYSQL, POST, TELNET, TERMINAL SERVICES, BIND, DNS, SMTP, POP3, IMAP, SSH, PHP ADMIN, ETC.
Networking Certification (CompTIA N+) (Advanced Skills)
Computers & Devices (CompTIA A+) (Advanced Skills)
Service Desk Analyst (Advanced Skills)
Web Design (Advanced Skills)
Information Technology Security (Basic + Skills)
Database design and scheme (Advanced Skills)
PROFESSIONAL EXPERIENCE
Work Force Smart Source
July 2017 - Current
IT network, workstation, server remediation. Troubleshoot LAN networks.
User & Group Management; User & Hardware Profiles; System Policies Planning Perform printer, copier, and fax machine maintenance, Manage all access to users account, file, print, email servers, and Network applications, Setup back office PC's, Printers.
Accountable for the management of all end user compute devices in the organization. Microsoft Windows client platforms. Asset management.
One on one support at customer's locations installation of hardware and software.
HP January 2017 - April 2017
Working with team leaders to manage and maintain information technology infrastructure. As team lead in supporting on site devices such as switches, servers, and access points; managing and maintaining server infrastructure and network connectivity to insure full optimization of information infrastructure.
Provide troubleshooting, problem solving and on-site technical support for all levels of IT
Provide Client PC support for all hardware/software computer deployments and related issues
Analyze, test, implement and support the rollouts of new client technologies such as pc’s, laptops, tablets and mobile end point devices
Provide client level support for all IT and Engineering deployments and projects
Perform other duties as assigned by management
Support remote access through the VPN, wireless networking, and cellular networking.
Develop solutions for simple to complex user issues (hardware and/or software).
Develop technical process and procedure documentation, as well as end-user documentation.
Support video conferencing, WebEx applications and Cisco IP Phones
Complete other projects as assigned
Support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.
Perform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutions.
Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products.
Develop and maintain an inventory of all IT assets including history of hardware failure, repair, installation and removal.
Construct, install, and test customized configurations based on various platforms and operating systems.
Monitor and test PC performance and provide statistics and reports
Maintain communications with end users to ensure systems continually meet business needs
Place and escalate vendor service calls when necessary to resolve hardware or software failures.
Write technical specifications for purchase of PCs, networking hardware and related products.
Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network.
Image design and deployment for multiple users, using Windows PE Tools, and deployment through USB.
Northwestern Mutual Life Insurance Co August 2016 - November 2016
Worked with end users to resolve level 1 and 2 issues, tracked incoming calls and adhered to set matrix.
Responds to telephone calls, e-mail, and personnel requests for technical support
Troubleshoots and responds to user questions, and network connectivity issues.
Working with customers to help them understand how to use the computer, send email, and brown the Internet.
Create/remove user from AD, Add in the group, setup User permissions, Create distribution group. Network Password reset. Add/remove user from Exchange 2000, Add a Mailbox to an Existing
User Account in Exchange. Manage mailbox size Create email distribution Group and SMTP email address Troubleshoots email connectivity issues
Windows 10 Image Deployment 500 devices using SCCM.
Agilex Technologies (Department of Veterans Affairs) February 2015 - March 2016
Working with systems administrators to manage domains, users, groups, permissions and working with Nessus to run daily, weekly, bi weekly and monthly security scans.
Working with active directory to manage domains, users, groups, permissions, and understanding of networking and security vulnerabilities.
IT Security and compliance for 2500+ devices.
IT network, workstation, server remediation. Troubleshoot LAN networks.
User & Group Management; User & Hardware Profiles; System Policies Planning Perform printer, copier, and fax machine maintenance, Manage all access to users account, file, print, email servers, and Network applications, Setup back office PC's, Printers.
Create/remove user from AD, Add in the group, setup User permissions, Create distribution group. Network Password reset. Add/remove user from Exchange 2000, Add a Mailbox to an Existing
User Account in Exchange. Manage mailbox size Create email distribution Group and SMTP email address Troubleshoots email connectivity issues
Server/Desktop hardware setup & support, Backup
Windows 7 Image Deployment 2000+ Devices using network deployment tools such as SCCM.
Advantage Resourcing - Technical Staffing March 2013 – July 2015
Working with clients to help resolve hardware, software, networking and any issues related to information technology.
IT network, workstation, server remediation. Troubleshoot LAN networks.
User & Group Management; User & Hardware Profiles; System Policies Planning Perform printer, copier, and fax machine maintenance, Manage all access to users account, file, print, email servers, and Network applications, Setup back office PC's, Printers.
Accountable for the management of all end user compute devices in the organization. Microsoft Windows client platforms. Asset management.
One on one support at customer's locations installation of hardware and software.
Deployment of windows 7 for multiple companies.
Wizardtechsupport.com March 2011 – June 2013
Designed, setup, and configured multiple websites. www.wizardtechsupport.com. Multiple years’ experience with visual basic net and php, phpadmin and MySQL database design. Understanding of website vulnerability analysis using Nessus and other security tools; intrusion detection and monitor network access logs.
IT network, workstation, server remediation. Troubleshoot LAN networks.
User & Group Management; User & Hardware Profiles; System Policies Planning Perform printer, copier, and fax machine maintenance, Manage all access to users account, file, print, email servers, and Network applications, Setup back office PC's, Printers.
Create/remove user from AD, Add in the group, setup User permissions, Create distribution group. Network Password reset. Add/remove user from Exchange 2000, Add a Mailbox to an Existing
User Account in Exchange. Manage mailbox size Create email distribution Group and SMTP email address Troubleshoots email connectivity issues
Management of all end user computers devices in the organization. Microsoft Windows client platforms.
Server/Desktop hardware setup & support, Backup
Desktop and laptop image installation using network.
Wacker Neuson September 2010 – August 2011
Working with clients to help resolve hardware, software, networking and any issues related to information technology and business.
IT network, workstation, server remediation. Troubleshoot LAN networks.
Active Directory User & Group Management; User & Hardware Profiles; System Policies Planning Perform printer, copier, and fax machine maintenance, Manage all access to users account, file, print, email servers, and Network applications, Setup back office PC's, Printers.
Accountable for the management of all end user compute devices in the organization. Microsoft Windows client platforms. Asset management.
One on one support at customer's locations installation of hardware and software.
Deployment of Windows Vista
Cisco TMS IBM Mainframe backup.
Milwaukee Public January 2002 – May 2005
Working with clients to help resolve hardware, software, networking and any issues related to information technology and business.
Responds to telephone calls, e-mail, and personnel requests for technical support
Troubleshoots and responds to user questions, and network connectivity issues.
Working with customers to help them understand how to use the computer, send email, and brown the Internet.
EDUCATION
Milwaukee Area Technical College IT Computer Programmer & Systems Analyst
September 2006 – July 2010
REFERANCES
Ronald Strzyzewski Project Manager 414-***-****
Amy Sorenson Advantage Technical Manager 731-***-****
Justin Peterson Northwestern Mutual 414-***-****
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