Dale E. Frazier

PO Box ***

Hillsborough, NC ****8

(Mobile) 919-***-****

ac46si@r.postjobfree.com

OBJECTIVE

I would like to secure employment in Desktop support or Windows server administration. My IT career began supporting small businesses, where I did desktop and server support, and followed with many years of desktop experience. I spend an average of about one hour a day on the Internet learning about new technology and just polishing my skills. I have been a member of Lynda.com for several years now and I have completed over 40 training's. Most recently I completed a 45 hour learning path that focused on Windows server administration 2012. I am highly motivated to engage in some type of ongoing learning.

CERTIFICATIONS:

ACSP (Apple Certified Support Professional 10.6)

A+ Certification

MCP (Microsoft Certified Professional)

MCSA (Microsoft Certified Systems Administrator)

MCSA: Messaging (Exchange 2000)

MCSE (Microsoft Certified Systems Engineer)

ITIL Foundations Certification

TECHNICAL SKILLS:

Hardware:

Contract work for small businesses addressing various computer and networking hardware issues.

Taught hardware fundamentals to students in the public school system.

Experience troubleshooting hardware related problems in a corporate environment.

Rebuilt workstations, replaced hard drives, optical drives, laptop keyboards, memory, etc.

Support both desktops and laptops; Dell, HP, Lenovo, Toshiba and others.

Coordinated warranty support for Dell and Lenovo laptops.

Mac Support

Mac OS X (Leopard, Snow Leopard, Lion, Mt. Lion, Mavericks and Yosemite) desktop and laptop support.

Support iPads and iPhones in a corporate environment.

Support VMware Fusion running Windows virtual machines.

Maintain and install various software titles.

Supported the graphics department which used MacBook Pros exclusively.

Hardware and software issues, resetting the NVRM (PRAM), resetting the SMC, diagnosing kernel panics, etc.

Windows Support

IMAP/POP/LDAP/SMTP Connections

Microsoft Windows 7, 8 and 10 client operating systems.

Microsoft 2003/2008/2008 R2/2012 Server, Exchange 2000/2003.

Imaging software titles (GHOST, Altiris, Acronis, SCCM).

Microsoft Office 2003 to Office 365.

SPECIAL SKILLS

ServiceNow ticketing system.

BMC FootPrints ticketing system.

How to Become a Better Communicator, 2000

How to Deal with Difficult People, 2000

Management and leadership training, 1999

EDUCATION:

ECPI College of Technology, Greensboro, NC June 2002

Information Technology/Networking GPA: 4.0

North Carolina Central University, Durham, NC December 1998.

MA/Psychology GPA: 3.7

University of North Carolina, Chapel Hill, NC December 1990.

BA/Psychology GPA: 3.0

WORK HISTORY:

HCL Technologies

Desktop Support Specialist 1/2018-present

End user PC support for desktop and laptop computers

SCCM client troubleshooting and Windows 7 support

Hardware and software diagnostic repair

Building new Windows 7 and 10 systems with SCCM

Basic Active Directory management

BitLocker encryption on Windows 10 laptops

Arch Mortgage Insurance Company

Sr. Desktop Support Specialist 1/2017-7/2017

End user PC support for desktop and laptop computers

SCCM client troubleshooting and Windows 7 support

iOS support for Apple devices

Video conference support

Updating documentation when appropriate

Support for SAS, SAP, McAfee, and many other software titles

Building new Windows 7 and 10 systems with SCCM

United Guaranty Corporation (Arch MI acquired UGC on 1/1/2017)

Sr. IS Support Specialist 9/2016-12/2016

End user PC support for desktop and laptop computers

Warranty support for hardware issues

SCCM client troubleshooting and Windows 7 support

Assist in routing tickets to other team members with some triage

iOS support for Apple devices

Video conference support

Updating documentation when appropriate

Support for SAS, SAP, McAfee, and many other software titles

Building new Windows 7 systems with SCCM

Apex Systems/ United Guaranty Corporation

Desktop Support Technician 3/2016-8/2016

Support a Windows AD network.

Support various software titles and SCCM software pushes.

Support Windows 7 and Windows 10 PCs.

Support various printers.

Troubleshoot minor network problems, name computers and join them to an Active Directory domain.

RTI International

Computer Support Specialist II 5/2009-6/2015

End user PC and Mac support on hardware and software issues.

Troubleshooting various hardware and software problems.

Setting up new employees.

Troubleshoot minor network problems, name computers and join them to an Active Directory domain.

Check Point Full Disk Encryption

Greene Resources/ RTI International

Desktop Support Technician 5/2008-5/2009

End user PC Support on hardware and software issues.

Troubleshooting various hardware and software problems.

Setting up new employees.

Troubleshoot minor network problems, name computers and join them to an Active Directory domain.

Apex Systems/McGuire Woods LLP

On Site Support Technician 1/2008-4/2008

Provide solutions to technology and software application issues.

Department-wide projects such as hardware/software rollouts.

End user PC Support on hardware and software issues.

Greene Resources/Data Networks Inc.

Team Lead 2/2007-3/2008

Troubleshooting various hardware and image problems on new computer systems.

Lead one of four teams in deploying over 10,000 computers throughout the Wake county public school system.

Maintained accurate inventory for deployed desktop and laptop computers.

Troubleshoot minor network problems, name computers and join them to an Active Directory domain.

Hughes Pittman and Gupton

Desktop Support 6/2006-1/2007

Setup computers, printers, and scanners in an accounting firm.

Troubleshooting end user problems with software and hardware.

Resolved various e-mail problems and configured Microsoft Outlook 2003.

Worked with vendor tech support to resolve many software problems.

Rebuild several desktop and laptop computers.

Hardware and software upgrades.

Tech Support Innovations

Self-employed Contractor 12/1999-12/2010

Provide technical support and network solutions to several local small businesses.

Designed and installed small networks for several non-profit organizations.

Performed hardware upgrades and repairs for various customers.

Software upgrades and installation of new software.

Troubleshooting various hardware and software problems.

Designed and installed an active directory domain.

Installed and maintained an Exchange 2000/2003 server.

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