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Helpdesk/Support Technician

Pelham, Alabama, United States
January 22, 2018

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**** ***** ******

Pelham, AL 35124






Windows Server

Windows Professional

Designing Microsoft Windows Network Security

Microsoft Windows Directory Services Infrastructure

4th Degree Black belt in Yoshukai Karate


Communicate clearly and respectfully with people

Phone Support/Helpdesk

Maintain, Setup and Deploy Microsoft Server 2000-2012r2, SME/Great Plains

MS Office 2000-2016 & Office 365 (Word, Outlook, Excel)

Setup/Configure, Repair and Deploy MS Windows 95-2000, XP, Vista, Win 7, 8.1, 10

Switches, Routers, Cabling

Active Directory (Reset Passwords, Add/Remove Account)

Terminal Services/ Remote Access/VPN/VMware

Configuring/Setting up - Android/Apple Tablets, smartphones

Configuring/Setting up - wired/wireless/Network printers


Strong analytical and conceptual skills

Ability to adapt to rapidly changing technology and apply it to business needs

Ability to create original concepts and theories for a variety of projects

Excellent project planning and management skills


Virginia College at Birmingham

Computer Science Associates Degree-Network Engineering (obtained in 6/2004)

Network Security Classes


IKF Karate 205-***-****

Computer/Network Technician 03/09 – 05/2017 Karate Instructor 08/2009 – 05/2017

Supervisor: Doris Nichols (Now Retired)

Maintain, update and repair computers. Install new computers and add to the network. Setup and maintain internal wired and wireless network. Configure router security and encryption. Provide recommendations to manager for pc and network security. Teach users on MS Windows XP/Vista/Win7, 8.1/10 and MS Office 2003/2007/2010/2016. Install and maintain current and new wired/wireless printers on the network.

ABC 33/40 (TV Alabama) Birmingham, AL 205-***-****

Systems Administrator 02/07-02/09

Supervisor: Gary Watkins

Responsible for checking and completing trouble tickets daily. Managed approximately 150 users and computers, backup email and network drives. Maintained network traffic, efficiency and stability. Responsible for 15 Windows 2003 Servers, 1 Cisco 2500, 1 Sonic Wall, 1 Netscreen 25 firewall, 6 Adtran 1224st manageable switches, and 2 D-Link Giga switches, and approximately 25 printers (single and networked/shared). Also responsible for opening tickets for our 2 outsourced T1 connections with Inline. Use Remote Desktop as well as Juniper VPN software daily to remote into DC’s to work with Active Directory to Add/Remove/Disable user account and give/remove user privileges and network access. Manage newsroom ENPS software/hardware (Server and Client side) along with (News) Gateway software (Command Server and Deko MOSS Gateway software/hardware). Make decisions for computer/network purchases to improve performance and stability. On call 24/7.

VentureNet Birmingham, AL 205-***-****

Systems Engineer 10/2/06 - 12/19/07

Supervisor: Kirk Brown

Level I, II & III Technical support. Worked on and maintained Microsoft NT, 2000, 2003, Small Business & Great Plains Server. Worked with Active Directory daily (File, GPO and Security replication, user accounts). Used VMware to set up multiple server environments on a single machine. Worked with Cisco PIX 550's, ASA 5300's, Cisco 2600 series routers, Dell Power Edge servers and Dell PowerVault storage. Drove to client sites to change T1's over, change out backup tapes, support hardware issues and do on site audits. Spoke with vendors (Microsoft, RSA, Cisco and Dell). Helped clients daily over the phone and in person. Used VNC and RPD to remote into client machines.

MOTION INDUSTRIES Irondale, AL 205-***-****

System Support 2/21/05 - 9/22/06

Supervisors: Jeremy Holley

Level I & II Technical Support, Helpdesk and Network Security experience. Used Terminal Service, VNC & NetMeeting to remote into users PC's or Thin Client to troubleshoot problems, Install Software/Printers/Drivers. Used Telnet to remote into Routers to check on interface connectivity, also force interfaces up/down, check on Dial Back Up statuses, check on amount of traffic and/or errors on an interface, also checked BGP & BGP neighbor statuses. Researched how traffic could be improved throughout the network. Test and implement changes to the network. Talked with AT&T, and later MCI, to create tickets for circuits down, report errors, get updates/check statuses of tickets already open. Generate, document and instruct co-workers regarding solutions to all software/hardware problems.

Virginia College in Birmingham

Network & Computer Technician 01/12/05 - 2/11/05

Admin: LaMarr Clasberry

Applied educational training to repair and troubleshoot computer & Network problems. Answered service tickets and improved bandwidth/throughput for entire campus Network. Installed applications over the Network and updated all computers. Assisted users through phone support or remotely using Windows Terminal Services or other 3rd party software.

References and further work history available upon request.

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