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Support Help Desk

Cary, North Carolina, 27511, United States
February 09, 2018

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Colin A. Pittman


*** ********** *****, **** ** 27511

Professional Summary

Studying Python programming through Stackskills. Over 20 years of computer support knowledge in software installation/troubleshooting and hardware installation/ troubleshooting skills. Good working knowledge of computer operations and repair, networking, and Exchange servers. Active Directory administration. HEAT LANrev administration. IBM Guardium reporting and automation. Employment History

Fidelity Investments, Research Triangle Park May 2016 to September 2017 Technology Risk Analyst, Veritude consultant

● Reporting and investigating exception access to various SQL/Oracle database using IBM Guardium system.

● Automating the reporting process in order to streamline investigations of access during production hours. Previously manual reporting could take a much as 8 hours to complete. After process redesign and automation this process now includes Robot processing and has been reduced to approximately 3 hours.

● Project to migrate historical and current data from the team Sharepoint site to the new Document Central site. Includes mirroring the existing file structure in the new system.

● Created technical documentation that is now included in the Admin Operations guide for the Guardium Team as well a providing support metrics and reports for executives. NC Administrative Office of the Courts April 2016 to May 2016 Contractor, Presidio consultant

● Working for the Applied Technology Services for the North Carolina Administrative Office of the Courts.

● Planning and executing deployment of desktops, laptops, and printers across multiple site in the state of North Carolina.

● Imaging and configuration of systems across the state of North Carolina for Courthouse staff.

● Systems include Lenovo M900 Desktops, HP laptops, and HP printers.

● Software installations for LANDesk, Rumba Terminal emulator, Mochasoft TN3270, etc... MaxPoint Interactive, Morrisville September 2015 to March 2016 IT Support Specialist, Vaco consultant

● IT support for multiple sites including United Kingdom, New York, Chicago, Austin, and Los Angeles.

● User account management/creation in Active Directory and Microsoft Exchange 2010. Created room resources for new conference room setups in Los Angeles, Chicago, and New York. Supported onsite technicians during office setups.

● Responsible for shipping new equipment to multiple sites as well as ordering equipment.

● Company wide testing as well as implementation of Zoom Video conferencing.

● Application support for Microsoft Office 2013.

● Researched and configured mail server functions within JIRA helpdesk. Created user account and access permissions. Imported Helpdesk data from Spiceworks to Jira Helpdesk.

● Cisco VPN support for remote users.

● Laptop and desktop setups for new hires and new sites.

● Provide customer support via telephone or in-person while documenting the issues and solutions within JIRA helpdesk.

● Windows 7 OS support onsite and remote. Windows server 2008 and 2012 support. Paragon Bank, Raleigh April 2015 to September 2015 IT Helpdesk Analyst II

● Ensure that the helpdesk phone is answered within the defined Service Level Agreements (SLAs) and that all requests are recorded in ticketing system (they use Manage Engine Service Desk).

● Ensure that emails sent to the helpdesk are addressed within defined SLAs.

● Ensure that all reported problems (regardless of reporting mechanism) are accurately recorded in ManageEngine ServiceDesk.

● Utilize remote access tools (Cisco AnyConnect) and/or knowledge of industry and Bank-specific systems to provide first-contact resolutions in compliance with defined SLAs.

● Resolve reported problems after the first customer contact within defined SLAs; Ensure that those not resolved are appropriately assigned or escalated.

● Provide personable, customer-focused support via telephone and in-person.

● In collaboration with IT Helpdesk Team lead, coordinate daily activities.

● Act as secondary tier for network, system administration and other non-primary responsibilities.

● Windows 7 & 8 OS support onsite and remote. Windows server 2008 and 2012 support.

● WebEx and VoIP systems.

WebAssign, Raleigh March 2014 to April 2015

Support Specialist

● Managing the ticket cue utilizing Web Help Desk and Jira

● Supporting Windows 7 and Mac environment

● Permissions in AD to network resources and shares

● Account creations in AD and LDAP. Manage group structures and group creations. Including setup up single sign on trust between our network and web-based applications (Office 365)

● Do the imaging for mass deployment with Absolute Manage to software package push. Create customized application packages for remote application installs. Because of this customization was able to deploy 50 percent of all applications remotely.

● Handle RMA’s on all Windows machines and make recommendations for future hardware purchases

● Field between 8 – 20 internal calls a day from internal users, 12 remote users and sales associates

● Manage hardware and software and keep it up to date

● Support Office versions from 2007 up through 365 IBM Seterus, Research Triangle Park September 2010 to February 2014 Help Desk Technician/Security Admin Specialist

● Configured, installed, and deployed thin client systems throughout the RTP call center

● Provided additional support and aid to desk side support when needed

● Troubleshooting on Lenovo laptops connectivity issues as well as application issues

● Assisted in training classes for new hires instructing them in password security, how to use Outlook, and security policies dealing with laptops/thin clients

● Transitioned to the Provisioning group after three months

● Helped clear ten months backlog of tickets in six weeks after arriving in the group

● Created/managed accounts for various systems within and external to Seterus (Active Directory/Exchange/Venture Access/etc.)

● Responsible for system security through account management of network resources including creation/termination of access and accounts

● Performed after work hours inspections of call center desks to maintain client security and exposure of confidential data, reporting findings to managers

● Answer provisioning related questions for both help desk and desk side support in RTP Novella Clinical, Research Triangle Park October 2008 to February 2010 Help Desk Technician/System Administrator

● Performed various help desk related duties related to end user issues with the company provided Dell laptops

● Application support for Microsoft Office 2003 & 2007, McAfee, Deltek, IReview, JReview, and various others

● Provided remote support for over 600 users in multiple time zone in both the United States and Europe dealing with connectivity issues, application & hardware support

● Was offered a promotion from Help Desk Technician to either Help Desk Lead, Systems Administrator, or Safety Developer after being at the company six months

● Duties performed as a System Administrator included systems security administration and monitoring and managing system resources

● Server builds and deployment in multiple environments

● Working with VMware's Virtual Center including cloning physical systems, creating new systems from templates, creating new templates for use

● Assisting program developers in testing and implementing code for various pharmaceutical trials

● Inserted rule changes for various pharmaceutical trials using SAS 8 and SAS 9

● Implemented a new imaging solution that is now used company-wide for mass hardware deployments in both the US and UK offices

● Implemented the upgrade for both IReview and JReview servers which included building a new server for three environments, Installing and configuring the software for each environment, peer testing with developers and clients to verify the validity of the installation

● Worked as Help Desk Manager for several weeks to correct a work quality issues, reported to CIO about progress of the help desk and made recommendations upon personnel changes and process changes for the team

1-800-Pack-Rat, LLC., Wake Forest May 2008 to October 2008 IT Support Specialist, Vaco consultant

● Providing technical support resolution or escalation of desktop, network, server, and software problems

● Perform troubleshooting tasks, problem diagnosis, resolution, or escalation for company and franchise facilities

● Custom Image design and build using Acronis True Image

● In house application support (RATS & SiteLink)

● Neoware thin client configuration and support

Health Decisions, Chapel Hill October 2007 to April 2008 System Administrator

● Performed basic systems security administration functions, including creating customer profiles and accounts

● Monitored and managed system resources, including CPU usage, disk usage, and response times to maintain operating efficiency

● Wrote or modified basic scripts to resolve performance problems and automate systems administration tasks

● Maintained system documentation and logs

● Performed or assisted in troubleshooting and diagnosing production problems

● Performed systems administration functions for the company wide email system

● Maintained application security, event investigations and compliance enforcement.

● Reviewed personnel conduct in relation to data protection

● Administered secure links with public key encryption, anti-virus, user authentication and intrusion detection

● Provided monitoring, primary response and intervention for information technology related security incidents and violations

● Managed and supported secure Virtual Private Networks (VPNs)

● Documented LAN network related policies and procedures including security

● Kept current with new Information Technology Security protocols, applicable laws and regulations

● Built and implemented a secondary Domain Controller for the production network

● Configured the Sonicwall brand PRO 1260 firewall for use on the Health Decisions network IBM, Research Triangle Park December 2006 to June 2007 Preload Developer, CTG consultant

● Developing automated server installation solutions for IBM clients

● Supported field technicians and project managers remotely during on-site visits in Europe

● Created installation solutions for various models of IBM xSeries servers for multiple versions of Windows installations from Windows 2000 to Windows 2003 x64 RC2

● Created and maintained virtual test environments that mirrored client network infrastructure Research Triangle Institute, Research Triangle Park March 2000 to December 2006 Computer Support Specialist II

● Tech lead for the IMAC (Install Move Add Change) team directing other technicians in day to day operations

● Worked on the Self Help Web Documentation project which included creating instructions for step by step resolution of computer related issues encountered by end users at the office, at home or while traveling

● Responsible for all desktop and laptop installations, upgrades, hardware and software support for approximately 400 users located at main campus, Washington DC, Rockville, Atlanta and telecommuters located across the United States

● Designed, tested, and migrated from Windows 95 and NT4 to Windows 2000 Professional operating system and Office 98 to Office XP

● Answered all end user questions about software including showing staff how software works.

● Instructed users on how to use dial-up networking and secure client on laptops for travel and home use Answered printer questions and try to resolve printer issues as they arise including repairing documents that print incorrectly

● Introduced new employees to their computers by showing them what printers they are mapped to, share drives, how to use electronic mail, complete time sheets, where their software is located, and answer any other questions they may have

● User various ticketing systems during tenure, including AR Remedy.

● Custom build computer systems and laptops for on-site and off-site users. Monitored and managed daily and weekly backups of UNIX servers

● Received a RTI Spot award for ITS PC roll out for 2004 by managing inventory and document deployment processes

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