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Support Engineer

Lady Lake, Florida, United States
December 06, 2017

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Jason V. Barron

**** *********** ** 405-***-****

The Villages, FL 32162

PROFESSIONAL Focused, results-driven Support Specialist with 15+ years experience designing,

SUMMARY implementing and supporting business-critical, multi-platform LAN/WAN environments. Proven ability to lead large-scale migrations, upgrades and rollouts. Significant expertise in connectivity, security, testing and troubleshooting. Also extensive experience in server and network migrations support Windows 2000, 2003, and 2012 SBS.

TECHNICAL Networks/Tools: VMWare, VNC, RDP, Labtech, Connectwise

SKILLS Teamviewer, AvG network, TCP/IP, DNS, DHCP, Oracle/SQL connectivity, Active Directory AD.

Platforms/OS: Windows 2000/2003/2008/2012 SBS and NT 4.0, Novell NetWare 5.x/4.x/3.x, Dell Server, UNIX, OS x 10.6.5 through High Sierra 10.13.x, ios 9.x, 10.x, 11.x, android, DOS

Software: Ghost, ACRONIS, MS Office Suite 2003/2007/2010, 2013, and Office 365, ESET Anti-virus, Adobe, Windows 10, 8, 7, Vista, XP

Hardware: Router/Hub, Telecommunications, Servers, PCs, RAID Drives, Seagate and Veritas Tape Backup. Cable modems. DSL. Lexmark/Dell/Canon imaging units. Desktops, Notebooks, Tablets.


EXPERIENCE Kelly Connect

Flex Trainer 04/2017 as needed

Tier 1 Mac + 01/2017-present

Tier 1 iOS 08/2016 – 01/2017

Flex Trainer role active as classes scheduled, phone role between classes. Instructor for New Employee Orientation and 3 week initial training course in a virtual environment. Duties included relaying critical information, tracking attendance, scoring, and recommendations to training manag

Phone representative supporting Apple products. The iOS products like the iphone, iPad, iPod, and Watch, as well as Mac products including desktops and laptops. The primary responsibility is to provide quick, efficient, and friendly support for Apple’s customers. Support covers accounts, software, hardware, and communications. Currently my metrics meet T1 Mac+ parameters.

Worldwide Tech Services

Field Techinician IV - Oklahoma 11/2015 – 08/2016

Field Technician III - Oklahoma 03/2015 – 11/2015

PT Field Technician II - Florida 10/2013 – 03/2015

PT Field Technician I - Florida 10/2008 – 3/2012

Mobile field technician focusing on warranty service for Hughes Satellite, DSL, internet, Servers, desktops, notebooks, tablets, printers, and televisions. As FS I and II, a Territory covering Orlando/Daytona areas. AS FS III and IV, a Territory covering Oklahoma. Heavily relies on communications skills to interact with customers of all professions and backgrounds, all soft skills and organizational skill utilized in an independent environment for same day service.

Key Accomplishments:

consistently exceeded SLA agreements for customer satisfaction, communications, and on-time arrival

ability to adapt to constantly changing circumstances for 80%+ same day closure rate

UnbreakbleIT, Inc. 7/2012 – 7/2013

Support Specialist 1 year

MSP outsourced service provider supporting 50 companies ranging Law Firms to

Homeless Shelters. I provided 1st, 2nd, and some 3rd level support for customers via phone, email,

or the Connectwise support system using Labtech as their primary means on online support.

Environments included Server 2003, 2008, and 2012 SBS with users running Win XP, Windows 7,

and Windows 8. I consistently met the SLA of 1 hour response during business hours and 4 hour

response off-hours.

Key Accomplishments:

For all customers configured DNS for internet connectivity

Configured and tested auto-discovery for “out-of-office” replies and “calendar assistant” through Microsoft Exchange and DNS

Active Directory for user account creation, modification, printers, email, and VPN access

Supported Office 2003, 2010, 2013 and Office 365.

Mobile device support for Androids and iphones for VPN, email, and internet capabilites, while ensuring Exchange security protocols worked corectly.

Built and supported Vmware servers through Vmware and Vmware View

Remote support for users with Labtech, VNC, RDP, or Teamviewer

Stephen Douglas Assoc 3/2012 – 7/2012

Desktop Support 5 months

Provided support for Citrix VPN, software, and hardware. Deployed new users equipment as well as Sophos encrypted laptops with RSA tokens. Responded to Help Desk and support tickets through SDA. Implemented new IT security protocols including tokens, laptop cable locks, user support in AD, and educating users at all levels.

Key Accomplishments:

Head up and completed initial roll-out of Sophos encrypted Windows 7 laptops with RSA tokens to IT groups.

Assisted with converting business users from old Checkpoint with Cisco VPN to new RSA security for Citrix VPN access.

Logista / Teksystems 3/2004 – 9/2008

Lead Project Technician 4 years

Team Lead on a variety of local and nation-wide roll-out projects encompassing network hardware upgrades, desktop upgrades, software upgrades, imaging, user management, and troubleshooting.

Key Accomplishments:

Davita Kidney Dialysis(Teksystems): Server administration for company with 2100 offices at that time. Involved in shipping servers, troubleshooting and fixing hardware issues, RAID 4 and RAID 1+0, software imaging, networking issues, asset management, and ticket management through proprietary Sharepoint application. 4/08-9/08

Orange County Schools(Logista): Server installation and configurations. Team Lead. 7/07- 4/08

Florida DHSMV (TekSystems): Team Lead on state-wide project to upgrade all tax collector offices. Upgrades included hardware replacement, software upgrades, server upgrade to Server 2003 2/06-3/07.

Smith Barney Server/Workstation Roll-out (The Computer Merchant): Team Lead on nationwide office upgrade consisting of server and workstation replacements, and configurations in a time-critical environment. Teams of 2-15 members. 9/04-06/05

Lake County School District Roll-out (The Computer Merchant): Led one of 6 teams consisting of 5 people to roll-out 4000 new computers to schools in the county. Team of 6 members. 6/04-8/04

PROFESSIONAL A+ - CompTia, 2009

CNE - Certified Novell Engineer, 1996

CERTIFICATIONS MCSE - Microsoft Certified Systems Engineer, 2000

EDUCATION University of Oklahoma, Norman, OK

Dual Major: Computer Science/Philosophy, Minor: Astronomy 2 years

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