Customer Service Technical Support
Resume:
DAVID GODDING
*** **** ******, **********, ** ***03
Home: 603-***-**** • Cell: 603-***-****
ac4bzn@r.postjobfree.com
SUMMARY
Over twenty two years of extensive hands-on experience in network engineering, Windows, SCO UNIX, AIX and Linux systems administration, troubleshooting and repair. Designed, installed, configured and maintained complex routed LAN and WAN networks using CISCO, 3COM and LUCENT equipment.
Supervised permanent and contract personnel. Excellent communication skills with the ability to interface at all levels. I am team player who also can work well independently with, leadership and problem solving abilities.
As a result of my developed analytical problem solving skills and ability to learn new tasks and concept abstractions quickly, I am also more than willing to accept a position in an exciting new field that I have not yet had the opportunity to work in.
HIGHLIGHTS
Advanced knowledge of Active Directory, Group Policy
Hardware and software upgrade planning
DHCP, DNS, Cloud computing and virtualization
Experience with Microsoft SharePoint
Expert knowledge of Office 2010, 2012 suite
Budgeting and resource management
Expert knowledge of Windows 7, Windows 10
Monitor and maintain system backups with Acronis Backup & Recovery, Retrospect backup
Resource Planning & Allocation Multi-Project Administration
Directed the customer service and technical support for largest KODAK maintenance reseller in north east
Excellent customer service skills
Created custom data validation scripts using SBL in KOFAX Capture
Created custom data extraction modules with KOFAX KTM
Advanced knowledge of Windows 2008 Server, Server 2012 and Server 2016
Experience with ticket queues, ticket flow processes
Advanced trouble shooting skills with systematic evaluation
Self-directed
Decisive
Document Management and data extraction
Collaborative problem solving skills
Knowledge of NAS Storage and iSCSI devices
VMware vSphere Hypervisor
EXPERIENCE
Tyler Technologies
Lubbock, TX 79414 (worked from Merrimack, NH office or remote)
Deployment Engineer 6/2014 to 10/2017
Performed onsite or remote installation services for new and existing clients in accordance with the deployment assigned
Upgraded municipalities’ software coordinating with other teams and 3rd party integrations.
Ran system qualification test to determine hardware was supported and met qualifications set by QA Analysts and Development Engineers.
Installed and configured applications which run on a variety of server operating systems such as Microsoft Windows, UNIX, and Linux
Trained local IT on client install and worked with customers directly on all levels
Installed and configured databases which include Microsoft SQL Server, Oracle and Pervasive
Installed and configured web servers and deploy web products to clients including IIS and Apache Tomcat with SSL and without SSL
Installed, configured and tested all components to the expected revisions and performance standards
Installed, configured document scanners, printers and barcode scanners
Provided technical training to clients regarding software installation procedures as needed
Consulted with other departments during various phases of sales and implementation processes to ensure that the correct hardware and 3rd party software are ordered and delivered during the correct phase
Documented results of service work performed for use by internal staff
Quoted and sold hardware, software and services
INCEPTION TECHNOLOGIES, INC
Manchester, NH
TECHNICAL SUPPORT MANAGER 10/2006 to 10/2013
603-***-**** InceptionTech.com
Managed the 12-person local IT/conversion team, allocating resources to ongoing projects and maintaining deadlines.
Built and administered Microsoft servers including; Domain Controller, 2010 Exchange, SQL, SharePoint and Miscellaneous Application servers including QuickBooks Pro and File/Print servers.
Implemented VMware EXSi to reduce the iron servers and creating less downtime and scheduled snapshots.
Re-wired new office when company moved with CAT 5e network and phone.
Configured and installed SonicWall VPN/Firewall that allowed for split tunneling and remote desktop support.
Managed Microsoft Exchange 2010 server with web access and administration
Segmented network and applied group policy's to adhere strict client confidentially..
Troubleshot and resolved network connectivity and general software and hardware issues.
Managed a maintained fleet of document scanner rental pool of over 100 units, brands including KODAK, Fujitsu, Canon and Panasonic.
Designed maintenance program for Canon CR-180 check scanners that included over 1,000 units nationwide with ether Depot or AUR and established tracking of units with chronic problems Knowledge Base for common problems.
Provided a high level of product and leadership support to representatives and clients by cross training.
Routinely prepared and evaluated Salesforce CRM reports to identify problems and areas for improvement reducing time spent on open cases.
Developed Knowledge Base for common problems in document capture and document scanners.
Designed, implemented document capture/data extraction solutions utilizing KOFAX Capture for high profile clients including Harvard University admissions, Fallon Health Care, National Life, Lincoln Financial Group and John Hancock Financial Services, Inc.
Created custom data validation scripts using SBL in KOFAX Capture.
Created custom data extraction modules with KOFAX KTM.
COMPUTER CONNECTION, INC
Wilder, VT
NETWORK ENGINEER 07/1999 to 12/2005
802-***-**** www.cci-link.com
(January 2006 Datamann acquired with Computer Connection)
Designed the implementation of WAN/LAN, client-server based POS systems for retail clients.
Programmed WAN appliances including CISCO routers, PIX Firewalls and various other appliances from other leading manufactures.
Analyzed, designed, tested, and evaluated network systems, such as local area networks (LAN), wide area networks (WAN), Internet, intranet, and other data communications systems.
Provided network and server administration across multiple server platforms including SCO Unix, Linux, and Windows NT/2000/2003 Server.
Planned and managed migration and/or integration services of Windows, SCO Unix and Linux servers in seamless network service environments.
Setup, configured and tested new POS systems Troubleshot LAN/WAN connectivity problems.
Documented Wide Area Networks.
Created system to inventory client hardware and maintained up to date records.
Wrote implementation procedures.
Provided retail customer support.
Repaired major branded computers, printers, monitors, power supplies.
Consulted with clients on custom computer needs and recommended appropriate equipment.
DATAMANN, INC
Wilder, VT
NETWORK ADMINISTRATOR SYSTEMS ANALYST 03/1996 to 07/1999
(802)295-6600www.datamann.com
Administered the local area network servers including Windows NT 4.0, Windows 2000, IBM AIX and Red Hat LINUX.
Maintained and repaired IBM servers, IBM main frame as well as attached devices including IBM 3480 tape drives and Kennedy 9 track tape drive systems.
Configured, troubleshot and maintained networked PCs.
Configured and maintained Windows NT RAS server Designed built and implemented terminal server for remote client accesses via VPN and RDP protocol.
Provided hardware and software technical assistance and training to personnel.
Successfully migrated networks and workstations for the Y2K rollover for the entire company.
Systematically upgraded premise wiring from CAT 3 and COAX to CAT 5 greatly improving network reliability and performance improving network.
Scheduled meetings with department heads, managers, supervisors, vendors, and others, to solicit cooperation, proactive planning and resolve problems.
21 ST CENTURY COMPUTER SOLUTIONS
Lebanon, NH
RETAIL MANAGER / SERVICE MANAGER 02/1991 to 03/1996
Hanover St. On The Mall
Provided retail customer support.
Repaired major branded computers, printers, monitors, power supplies.
Consulted with clients on custom computer needs and recommended appropriate equipment.
Responsible for purchasing and inventory control.
Managed the largest selection of computer/technology books and magazines in the Upper Valley accounting for 20% of retail space generating 30% of income for the store.
Responsible for daily retail store operations including AP/AR.
ACCOMPLISHMENTS
Designed, programmed and deployed Frame Relay WAN for 15 retail stores to a central SCO UNIX server including Pole Displays, Receipt Printers and Cash Drawers using CISCO routers and switches.
Oversaw implementation of new IP phone system which resulted in more cost-effective service.
Diagnosed hardware and software failures and resolved technical issues with a 98% success rate.
With creative use saved company over $10,000 by refurbishing, re-purposing existing computers and technology equipment.
Maintained 99% uptime on all company networks.
Worked with company systems such as Live Support (GoToAssist, BOMGAR and Team Viewer) and diligently completed all assigned tasks, working overtime as needed to resolve customer problems.
Created Microsoft Access Document database for Electric generating corporation for engineering drawings, documentation and correspondence that included password protected Administrator interface for database maintence and an Operator interface for document lookup. The database has the ability to hyper-link documents on LAN/WAN with one click reducing the amount of time looking up documents in the library.
Designed and developed conversion processes including paper to digital, digital to microfilm, microfilm/microfiche to digital.
Trained users on the operation of various equipment and applications.
Taught application specific classes that were well reviewed by participants’.
Designed and maintained document capture project using KOFAX Capture for the closing of BUCKLEY Air Force Annex in Denver, CO. extracting images from microfiche and paper.
Designed and maintained document capture project using KOFAX Capture, PSICapture for The Mark Center in Alexandria, Virginia, location for the Washington Headquarters Services (WHS) of the United States Department of Defense and a number of other DoD agencies capturing the Defense department FARS, DAC and ASPER documents.
Designed and maintained document capture project using KOFAX Capture for Real Estate Holdings Company.
Designed document Capture with KOFAX Capture, KOFAX KTM, KODAK Capture Pro, KODAK Capture Desktop, PSICapture, ABBY Flexi Capture, CANON Capture Pro, Fujitsu Capture Perfect Pro and IBM Datacap Taskmaster.
Have certifications hardware from KODAK, CANON, Panasonic and Sharp MFP
Continued technical education with edX (https://www.edX.org Free Online Course from major universities)
Worked with customer schedules and IT to complete projects on a timely schedule
EDUCATION
OLEAN HIGH SCHOOL DIPLOMA: AP MATH, AP SCIENCE 1986
Olean High School, Olean, NY
With AP courses I earned a New York state Regents Diploma as well as Olean High School Diploma.
TWO YEAR CERTIFICATION IN DRAFTING: TRADE DRAFTING 1986
B.O.C.E.S (Boards of Cooperative Educational Services), Olean, NY
Trade Drafting
Board Drafting
Computer-Assisted Design and Drafting (CADD)
10 Week Welding mini-course
Blueprint reading
CERTIFICATIONS
Software
KOFAX Capture
KOFAX VRS
KOFAX KTM
KODAK Capture
PSIGen PSICapture
IBM DatacapTaskmaster
IBM Product Fundamentals
IBM Enterprise Content Management
ABBY FlexiCapture
Microsoft Sharepoint
CounterPoint POS (Windows/LINUX)
MAS 90 (Windows)
RealWorld accounting (UNIX)
Focus (UNIX)
MS Dynamics
Tomcat
Fundbalance
Incode
Tomcat
Eagle
TCM
Hardware
Canon CR-180/50/190
KODAK ASP units
Canon DR-X10C, DR-6080C/ 9080C/
7580C/ 2580C/ 4080C/4580C/ 3020C/ 3080C/ 2080CII/ DR-4080NW
Sharp MX-SERIES
Panasonic KV-SERIES
NETGEAR
NEXSAN
SonicWall
DELL servers and desktop
ACER
Konica Minolta
NEXTSan
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