Senior Help Desk Engineer

Michael Hollis

Senior Help Desk Engineer with Nine years of supervising experience that includes; PC refreshes, GIS rollout with a background in hardware replacement COTS and GOTS configuration software and excellent customer relation skills. Very flexible, positive and responsive to change. I’m a Professional IT Supervisor with a strong work ethic. With twelve years of Military leadership, planning, and organizational abilities. Also experienced in departmental management project Management and staff training.

Software Experience

Electronic Circuitry Experience

●Microsoft Windows 10, 8, 7, Vista, XP, 2000, 98

●Analog to Digital Converters

●Microsoft Power Point 2003, 2007, 2013, 2016

●Digital to Analog Converters

●Microsoft Word 2003,2007, 2010,2013, 2016

●Computer Circuitry Assembly

●Microsoft Excel, Access 2003, 2007, 2010,2013

●Microsoft SharePoint 2010

●Microsoft SCCM Deployment CONSOL 2012

●Microsoft DSM CONSOL 2012

●Microsoft Server 2008 / 2012

●AutoCAD software applications

●Filter Circuits

●P L Cs

●Fiber Optic’s

●(SAP) System Application and Products

●Norton Ghost Server Application

●(SCSM)System Center Service Manage

●(SAN) Storage area network (Army National Guard)

●Novel NetWare 5.1 / Administrator

●(SCOM) Microsoft systems service manager (2012)

●Dameware DRS-MRC Administrator

●Remedy IT Support console

●Altris Help Desk Agent 6.0 Console

●LANDesk 8.7 CONSOLE / Imaging software

●Solarwinds Nodes Management Consul

●IBM Lotus Notes 7.0 / IBM Server Support (Amtrak Union Station DC)

●Acronis Recovery & Imaging Software

●USMT Windows Migrating Tool Software

●McAfee End Point Encryption

●Cisco/Tandberg/Polycom conference equipment

●HP/WYSE VMware Work Stations for Windows

FOREIGN LANGUAGE SKILLS

Fluent in speaking, reading and writing the German language

US Army Veteran / Army National Guard Veteran

Certifications

●Hazardous Chemical Operation Specialist

●MS Active Directory /Administrator

Microsoft Server 2003 MCSE Server 2003 / Microsoft Exchange Server

●Blackberry Server Applications /Administrator

●Citrix Secure Tunnel Systems /Administrator

●Novel NetWare 5.1 / Administrator

●A+

●Transportation Worker Credentials (TWIC) Card

TECHNICAL QUALIFICATIONS

EDUCATION: REMINGTON COLLEGE Mobile, Alabama

(FORMERLY SOUTHEAST COLLEGE OF TECHNOLOGY)

●Bachelors of Applied Science Degree, Electronic Computer Engineering Technology, Graduated: July, 11 2003

●Novel 7.5 Network Administrator / MS Server 2003 administrator / BlackBerry BEZ Administrator / AD +Exchange

●I have Nineteen years of technical experience and Twelve years of inventory and departmental management Experience United States Army, Ten year’s technical contracting East coast, Gulf coast, Mid-west

PROFESSIONALEXPERIENCE

IT manager / Hands on Site Technician Manger /Senior Desktop Engineer (Cardinal Health) (Sonexus) North Little Rock Sep 2016 to Mar 2017

Daily Duties: Profile setup with MS Active Directory through Remedy IT Support console ticketing system, software network deployment with Microsoft SCCM Deployment CONSOL 2012.Developing specific goals and plans prioritizing, organize, and accomplish daily Tasks within scope of work of the Phase levels. Providing information to supervisors, subordinates, co-workers by telephone, in written form, e-mail, or in person. Scheduling events,

Programs, and activities, as well as the work of daily deployment & PC Imaging or repair. Getting subordinates, members of different IT groups to work together to accomplish tasks of the Service Level Agreement (SLAs). Also making decisions and solving problems analyzing information and evaluating results to choose the best solution and solve problems. Interacting with Customers Using computers and computer systems (including hardware and software) to program, write software, set up functions, Getting Information As Hands on IT manger / Technicians, Observing, receiving, and otherwise obtaining information from all relevant sources to sustain daily & weekly IT Department functions. Trained workers in proper operational procedures and functions and explain company policies. Resolved customer complaints regarding worker’s performance or services rendered.

Senior Information Technology Analyst Engineer– Level 2 Datapath.Inc. Little Rock, AR Jul 2015 – Jul 2016

Installed, configured, and supported organization's local area network (LAN), wide area network (WAN), and Internet systems, network system. Monitored network to ensure network availability to all system users through Microsoft Server 2012, MS Active Directory, provided a unified view of virtualized environment through VMware and performed necessary maintenance to support network availability with SolarWinds Network Consul. Monitored and tested Web site performance through Dameware DRS-MRC, WIRE SHARK to maintain daily operation without interruption. Assisted in network modeling, analysis, planning, and coordination between network and data communications hardware and software. Assisted computer user support specialists Tier 1 and computer network support specialists Tier 3.

Independent Contracting & Consulting HOLLISTECH.NICAL.LLC Little Rock, AR 2014 to 2015

ExterNetworks St Vincent Infirmary Hospital Sr. Help Desk Specialist

Provided technical assistance to computer users. Answered questions or resolve computer problems for clients in person, or via telephone or electronically. Provided assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems USMT Windows Migrating Tool Software.

Contingent Network Services Consulting

Field Installation engineer Little Rock, AR

Installing Fortinet Proprietary device. Backup Cradle point installation removing the primary (WAN1) from the Fortinet and verifying failover to Backup are working by confirming transaction with the site

Hollis Technical Consulting Independent Contractor

Pc Rental & Repair Service 1015 W 2nd Street Little Rock, AR

Barrister Global Services, Network, Inc. Little Rock, AR

NCR Cash Drawers Kiosk upgrades running new CAT5 cable punching down connections to new Patch Panels Labeling new connections updated CCTV security system to be administered through Cisco Router as a Test and Turn-up-Field Engineer communicated Network Services helpdesk for install testing and to determine whether adjustments need to be made.

Skills Unlimited 10802 Executive Center Dr. Independent Contractor Little Rock, AR

Children’s Hospital 1 Children's Way Little Rock, AR 72202

Provided Windows 7 OS imaging & OS upgrades maintenance with SCCM Deployment CONSOL resolution for standard desktop/laptop systems. The environment was mostly Windows XP OS, with approximately 10% Macintosh and 10% Linux.

COTS Proprietary software installation trouble shooting, problem resolutions for software system configurations

ExterNetworks - Piscataway, NJ Little Rock, Arkansas Jun 2013 to Dec 2014

Installing and configuring juniper routers Test and Turn-up-Field Engineer and Fiber Optic’s

•Assemble and install communication equipment Juniper Routers, wiring, and power apparatus.

•Test repaired, newly installed, updated equipment to ensure that it functions properly and conforms to specifications, using test equipment and observation.

•Setup IP Configuration for all office computers for data security transfer through Juniper Router to Corporate office.

•Demonstrated equipment to customers explained how to use and responded to any inquiries or complaints. Also performed duties as fiber optic technician i installed and maintain cable lines that provide Internet and television services

for public and private use of this company. I spliced fiber optic cables including both loose tube and ribbon optic cables. Construct a proper splice case, including but not limited to: grounding, bonding, isolation, slack storage and sealing. Prepare

And maintain splicing records, schematics and diagrams.

• Built graphical worksheets for contractors use and used rafting technique in Visio and other required

Programs. Understand Staking Sheets and ITD/UDOT blueprints.

• Performed work in accordance with industry standards. Be familiar with RUS standards, read and follow

Design engineer’s instructions and specifications, maintain the scope of work on the project and

Adhere to safety procedures.

•Adjust or modify equipment Computers and network to enhance equipment performance or to respond

to customer specific requests of use of IT equipment.

Windstream Communications Little Rock, Arkansas Nov 2012 to Mar 2013

(Network Engineer 1) Employed through Competent Staffing Resource Inc.

• Scalable, reliable, and manageable network solutions Method of Procedures (MOPS)

• Managed network expansion/conversion/decommission data projects of moderate scope Remove and remake connections in order to change circuit layouts, following work orders or diagrams.

• Forecasts, orders, and implements new/replacement network equipment provisioning configuration MPLS, VLANS, VPLS, EPIPES, APIPES, IES SR 7750 cross connection configuration of SR 7750, Calix C7 dslams Junipers routers, Cisco routers and Facilities using Defined capital management procedures.

• Manages capacity of various data network elements and interfaces to ensure availability and to prevent held orders

• Identifies necessary network changes, validates proposed changes through testing, develops/submits a detailed work plan, and interfaces with the Data Network Operations group to successfully implement these changes on the production network

• Experienced in Configuration management / Change management protocols.

• Remedy ticketing systems, and Metasolv Network Augmentation Systems application circuit automation software/ASAP

CenturyLink (A2E Engineer 1 Test &Turn up) Monroe, Louisiana Nov 2010 to Nov 2012

Duties: Configuration, deployment and troubleshooting of Cisco 7600, 4507, 3400.

●Assess existing facilities' needs for new or modified telecommunications systems.

●Alcatel 7750SR configuration and provisioning of; VLANS, MPLS, VPLS, EPIPES, APIPES, IES

●Multiprotocol label switching (MPLS) created a virtual private networks (VPN) at each subscriber location

●Provisioning & Configuration of Enterasys switches, Adtrans, Calix C7 dslams Ethernet customers, VLANS

●Configuration of Cisco routers switches and Junipers Routers

●Cisco Routers: 2500, 2600, 2800, 3600, 3700, 7200 and 7600 Series Routers

●Cisco Switches: 2950, 2960, 3550, 3560, 4500 and 6500 Series Switches

• Experienced in Configuration management and Change management protocols.

●Switching clients from DSL to Fast Ethernet test & turn up

●Communicated outside system engineers to ensure broadband paths are set up properly and diagnose and solve operational Connection problems.

●Documented design specifications with MS Visio, installation instructions, and other system-related information.

●Develop and implement solutions for network path problems. Provided Remote Access support through Alcatel-Lucent 5650 Service Aware Manager (SAM)/Control Plane Assurance Manager (CPAM) GUI

Shell Oil International E&P New Orleans, Louisiana 04/2010 to 06/2010

PC Rollout Vista Migration Team Lead Help Desktop Support Profile & Data Transfer to new PCs & VMware

For Shell Oil EP Project Services One Shell Square Downtown & NARCO Oil Refinery Norco, Louisiana

●Information removal with MS migration software registry configuring for AutoCAD setup MS Outlook User Information, Mail Server information, and Login Information from Active directory

●Expanded and upgraded VMware operating system that serves new purposes and improves workflow. 1. GB of available disk space for the application. Additional hard disk space if required for each virtual machine

●Provided staff and users with assistance solving computer related problems, malfunctions and program problems.

●Tested, maintained, and monitor computer programs and system, including coordinating the installation of new computer programs.

●Performed VMware data backups and disaster recovery operations.

●Monitored network performance to determine whether adjustments need to be made,

●And to determine where changes will need to be made in the future.

●Diagnosed, troubleshot, and resolved hardware, virtual software, and other network connectivity and system problems and replace defective e laptops or desktop when necessary.

●Configured virtual machine by assigning it memory, disk, ports, and networking

●Configured, VMware monitor, and maintain email applications, advanced virtualization software virus protection software.

ThyssenKrupp Steel Calvert, Alabama 2009 to 2010

Technical Administrative Lead for WYSE / HP VMware helpdesk support and Nortel IP phone system Console.

●Consulted with users, management, vendors, and technicians to assess computing needs and system requirements.

●Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.

●Provided users with technical support for computer problems Exchange server VMware CRMS and SMTP server.

●Recruited, hired, trained and supervise staff, or participate in staffing decisions.

Lead technician dispatch overseeing HP ticketing system for urgent tickets from CEO; s and corporate executives, SLAs also Nortel phone service administrator for new phone setup.

●Maintained and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.

●Provided planning, design, Configured, VMware monitor, (SCSM) System Center Service Manage and maintain email applications implementation and troubleshooting of daily operations of the communications network and telephone applications.

(CompuCom) Chevron oil Refinery Pascagoula Mississippi &Houston, Texas. (Contractor) 04/20/2009 to 08/17/2009

Team Lead Supervisor-all staging area and the primary point of contact for the Red and Blue teams’ PC rollout project night shift Pascagoula Mississippi / Houston, Texas.

●Reviewed project plans to plan and coordinate rollout project activity.

●Developed computer information resources, providing for data security and control, strategic computing, and disaster recovery.

●Consulted with users, management, vendors, and technicians to assess computing needs and system requirements.

●Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.

●Provided users with technical support for computer problems.

●Recruited, hired, trained and supervise staff, and participate in staffing decisions.

●As the Red team lead I manage the Red, Blue and in some cases Green team resources to meet the daily deployment activity. In addition, as the Red team lead performed initial troubleshooting for all technical issues during the GIL 3 imaging, staging, migration, and delivery processes for the IT Department at the Chevron Refinery Pascagoula Mississippi. (Contracted for Insight Global

National Guard Bureau, J3, Pentagon Arlington, VA (Active Duty) 2003 to 2008

MOS 25B Network Engineer Computer Systems Engineer Specialist /Architect

National Guard Bureau, Strength Maintenance Operations Pentagon

Network NCO Administrator /Blackberry Server Manager /Microsoft Exchange Server

Network NCO, Resource Branch ASM HQ National Guard Bureau Pentagon (Active Duty)

●Provided technical leadership for the IT Support Section of the Desktop Services Group (ASM) NGB in the Information Technology Services Department of JP1Provided in-depth support for technical platforms and technologies including Windows network, SharePoint and application and security architectures provided LAN/WAN and telephone configurations support, utilizing internal and / or external resources.

●PC refreshes, GIS rollout, server migrations and hardware replacement HP / VMware Work Station for Windows Vista, XP, COTS and GOTS configuration software.

●Adjusted network sizes to meet new volume or capacity demands.

●Design, build, or operate equipment configuration prototypes, including network hardware Storage area network (SAN) Universal Storage servers, and server operation systems.

●Determine specific network hardware or software requirements, such as platforms, interfaces, bandwidths, or routine schemas.

●Communicated with system users to ensure accounts are set up properly or to diagnose and solve operational problems.

●Documented design specifications and installation instructions for knowledge database, and other system-related information.

Provided Remote Access support through Citrix server systems for all 54 States, connected with the NGB/ASM branch.

●Provided desktop, Profile setup for Exchange and SMTP server support for ASM / NGB departments

●Provide technical leadership for centralized management of desktop and laptop systems.

●Provided maintenance and problem resolution for standard desktop/laptop systems. The environment was mostly Windows OS, with approximately 10% Macintosh and 10% Linux.

●Provided support for MS Active Directory domain administration for 80 users and computers on ASM network.

●General desktop and user support duties included COTS & GOTS Software loading Dell Server configuring and putting in and answering detailed ticket reports though the Remedy service software console for PC Laptop and server Issues with Remote Access or phone support.

●Assign work schedules, following work requirements, to ensure quality and timely delivery of service.

●Observe and evaluate Soldier's appearance and performance to ensure quality service and compliance with specifications of the United States Army.

http://www.indeed.com/me/19580211214_mhollis

https://www.linkedin.com/in/michaelhollis214

http://www.beyond.com/Michael-Hollis-IT

References- Available upon request

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