WORK EXPERIENCE

CGI GROUP INC., Troy and Birmingham, AL

Network Support Technician, March 2004 – Present

Queue Manager for Level 2 issues utilizing Remedy Help Desk.

Manage a daily average of 40 tickets related to

hardware and network issues and/or application errors.

Verify each ticket and assign to the appropriate local field

technician.

Monitor each technician’s daily progress.

Support 350+ local users and provide remote support across the

US utilizing the Bomgar Remote Application.

Manage and support Lotus Notes Servers

oCreate ID’s and assign access to project databases.

Ghost imaging to provide consistency and maintain machine

standards.

Resolve all print issues for local users.

Provide on-call support for local and remote locations during

business and non-business hours.

Assist with troubleshooting to resolve server related issues.

Support all applications:

oMicrosoft Office Products

oAdobe

oLotus Notes Client

oCGI Proprietary

Travel to other CGI office locations when requested.

Maintained Symantec Backup Exec Software by managing daily

backups and weekly off-site tapes.

AMERICAN MANAGEMENT SYSTEMS, Birmingham, AL

Network Support Technician, December 1998 – March 2004

Managed and supported three Novell 4.1x servers to include one

file and print production server, one administrative server, and one

replica.

Managed and supported four Windows NT 4.0 servers to include

two Lotus Domino R5 production servers, one PDC server, and

one backup server.

Managed and supported six Windows 2000 servers to include a

Lotus Domino R5 Passthru Server, backup server, primary DHCP

server, and active directory domain controller that hosted DNS,

WINS, AD file, and print server.

Configured and maintained Windows 2000 terminal server for

production support.

Rotated 24x7 on-call support.

Administered and Supported 215+ Users in a Client/Server Environment

Supported on-site and remote users utilizing Remedy Help Desk.

Provided policies and procedures to users.

Supported and configured laptops and desktops that included original setup imaging, hardware troubleshooting, maintenance, and change management.

Supported and configured core and project related software.

Assisted management with ordering and tracking of software licenses.

Assisted with Supporting Infrastructure Components

Maintained four Cisco 3500xl switches that divided four segments with fiber optic backbones.

Supported other network devices that included: hubs, patch panels, a Shiva Lanrover Eplus, APC Smartups 3000, a router, and a CSU/DSU.

Implemented, and Managed Backup Strategy Procedures

Implemented server backups and configured daily rotation schedule.

Managed current backup system using Veritas Backup Exec Enterprise suite v8.6.

Migrated from Computer Associates Arcserve 6.1 to Arcserve 2000 Enterprise edition.

Tested Arcserve 2000 Enterprise backup suite for future use with Windows 2000 production servers.

Tested and implemented Veritas Backup Exec software for full production use.

Assisted in Windows 2000 Migration

Supported Windows 2000 migration from a mixed platform environment to a pure Windows 2000 AD Enterprise.

Tested Windows 2000 Professional boxes with current applications.

Implemented upgrade from Windows NT to Windows 2000.

Managed Asset Tracking

Received purchased assets through web-based purchasing solution, Purx.

Controlled purchased and leased assets through Comdisco CLASS software.

Maintained office assets and inventory.

PINSON VALLEY HEAT TREATMENT, Pinson Valley, AL

Shift Foreman, 1996 – 1998

Monitored the procedure and production of materials.

Qualified the materials as per customer’s specifications.

Managed five employees.

SOUTHERN SAFETY PRODUCTS, Vestavia, AL

Sales Representative, 1992 – 1996

Sales manager for Southeast Alabama.

Trained customers on OSHA compliance regulations pertaining to respiratory, confined space, and fall protection.

Evaluated customer’s needs to better assist with medical items, work gloves, and other sundry items.

Awarded Salesman of the Year in 1995.

RAINBOW PAINT AND DECORATING, Center Point and Vestavia, AL

Manager, 1985 – 1992

Managed 20 employees.

Trained employees and performed yearly evaluations.

Responsible for yearly budget concerning sales, purchasing, and inventory.

Taught “how-to” courses on wallpaper and faux finishes for customer home projects.

AMERICAN CAST IRON AND PIPE COMPANY (ACIPCO), Birmingham, AL

General Laborer, 1979 – 1985

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