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Help Desk Support

Location:
Levittown, Pennsylvania, United States
Posted:
March 08, 2018

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Resume:

John T. Peischl Jr.

** **** **** **** ****:215-***-****

Levittown, PA 19054 Cell: 215 -630-7160 ac4qv8@r.postjobfree.com

QUALIFICATIONS SUMMARY

Creative,goal-oriented professional with solid computer hardware, software, and network experience looking to return to the field. Demonstrated success in management and budgeting. Highly organized with the ability to manage multiple projects and meet deadlines. Possess a strong work ethic, combined with a commitment to excellence in all projects undertaken. A positive team player, who works effectively with staff and senior management in accomplishing objectives

EXPERIENCE

Signature Information Solutions ( Lexis Nexis) / First American Trust 2016 –

Help Desk Lead Analyst /Manager

Lead in all aspects of converting systems from Lexis Nexis to First American including phones, email, hardware

Assist in training of Signature Employees to the First America polcies and procedure

Works with and leads the team in providing technical assistance and support either in person or over the phone for issues related to computer systems, software, and hardware. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Phone Network, and Windows Server and Client Based systems.

Create and update all systems documentation as required including VISIO Diagrams of Network and Racks. Have labeled all cabling in server room

Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority and when closed follow-up with users to ensure issue has been resolved. Monitor escalated tickets exist they are bookmarked in order to make sure they are taken care of in a timely manner. Creates weekly ticket report to track and monitor Help Desk events

Coordinate the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed

Track purchases made through Help Desk as well as keep watch over service contracts and renewals. Book maintenance times for Vendors to come out and do preventive maintenance Works with Liu in maintaining Inventory Database. Runs audit on Inventory every three months broken down by department so every department has a hardware audit once a year. Also maintains a new employee setup guide by department which is audited twice a year

Retire outdated OS’s on servers and PC’s and upgrade to newer technology

Maintaining a productive working environment for development teams

Maintain Hardware and Software Inventory and Licenses

Gather and analyze metrics to benchmark and manage the helpdesk workload/performance and identify trends in call center issues

As company switches parent companies responsible for the migration of office phone systems, cell phones, data migration and replacement of all hardware and software including migration to cloud of a data repository, applications and servers

Handle transfer of various software licenses, remapping on new computers mapped drives and migrating user data on their local drives

Stonemore Partners

Help Desk Lead Analyst /Manager 2013- 2016

Monitor Help Desk/Tech Support activities, assign call tickets as required

Maintains current knowledge of relevant technologies

Participates in special projects as required

Manager 8 person Help Desk Team

Manage field support including consultants and vendors in support of operations

Produce and monitor various reports on help desk activities, problems and potential problems

Monitor training for Help Desk personnel as well as handle various personnel activities

Recommends new hardware and software as needed.

Establish Procedures and training documentation for newly acquired properties and offices

Create or update PC’s, laptop, routers switches, copiers and phone equipment for newly acquired properties

New account testing and setup

Troubleshoot hardware and software problems

General user support and maintenance experience with iSeries (AS400)

Utilize WDS, WSUS for setup and user upgrades and support

Work on end of life in Windows XP to Windows 7 to Windows 10

Assist in guiding the development of installation of Wireless Access Points in all locations

Lead tech in supporting the DIPS, ( deposit, Invoice, Payment Card system)

Document new wireless network setups

Manage users, install and remove from active directory and AS400

Lincoln Technical Institute 2008 – 2013

Instructor

•Instructor Microsoft MOS, MCDST, MSP, MCSA, MCSE, CompTIA A+, Network+ and Security+ Certification classes. Windows 2000, 2003, 2008, 2012 Server, Windows 98, 2000, ME, XP, Vista, 7 and Windows 8. Office 97,2000,2003,2007,2010, COMP TIA A+,, Network +, Security+, and Supporting MS Networks, Linux, Help Desk Support, Slot Machine Repair Basic Electronics

provide quality delivery of assigned courses including teaching, tutoring and lecturing

plan and prepare and deliver quality classroom instruction in lecture and/or laboratory formats based on the approved curricula

communicate, support and enforce school policies and procedures; advise students accordingly

advise students on attendance, grades and discipline issues as necessary

provide students with academic support, tutoring and skills enhancement as necessary

•Research and work with advisory board on keeping curriculum updated as well as keep my own skills up to today’s market

•Ensure that the classroom and school's atmosphere is conductive to maximum learning and retention of students

•Fill in when system administrator was out.

•Participates in school retention initiatives by providing regular, accurate, and timely feedback to students and the school concerning academics, behavior, attendance, etc

JEVS 2007 – 2008

Help Desk Analyst/Network Administrator

•Troubleshoot hardware, software & cabling problems Update and create procedures and documentation

Network administration (all administration aspects of user-ids, groups and rights)

Build and relocate user workstations (hardware & software) according to pre-defined guidelines

•Provide on-site technical support that may involve but not limited to; installation of hardware/systems, software for end computing, network and communications systems.

•Install, configure, and maintain a variety of network services (WAN / telco circuits, switches, routers, and firewalls wired and wireless), equipment and devices

•Monitor system performance and implement system enhancements.

•Quickly diagnose, troubleshoot and resolve a variety of technical issues at desktop, server and network level.

•Perform on-site monthly server and workstation maintenance routines.

•Set-up, configuration and maintenance of server systems to provide services to customers and internal staff

NEW JERSEY BUSINESS AND INDUSTRY ASSOCIATION 2005 – 2007

IT Coordinator

Assistant to Vice President, Information Technology.

Develop communication network plans and strategies including standards, current and future network topology, and capacity planning. Coordinates voice network services, technical and maintenance support with outside service providers Setting up servers including Exchange 2005 and Sql Server 2000

Perform analyses and develop and implement standards, best practices and internal controls related to the technical administrative Maintain network map and documentation. Develop SOP’s.

Maintain hardware inventory as well as process requisitions for IT and services with various vendors and budgeting

Assist in developing long-term and tactical IT plans to meet Associations needs

Experience working with operations and business teams to communicate problem impacts and to understand business requirements

Execute queries, data extraction and data imports for database maintenance and clean-up projects.

Attend training courses and seminars to develop technology and business skills. Ability to work independently and within a team environment. In all contact with Association staff, members and the public, a friendly, helpful and courteous manner is always maintained.

Knowledge of state-of-the market IT security issues and technologies (Cisco firewalls and switches, antivirus utilities, etc.) and state-of-the market system backup solutions

Knowledge of state-of-the market IT security issues and technologies (Cisco firewalls and switches, antivirus utilities, etc.) and state-of-the market system backup solutions Strong knowledge in multiple business disciplines & associated information systems including manufacturing, procurement, order management, logistics & supply chain,, Strong change management skills & demonstrated ability to lead the organization to the use of new system capabilities & functions Provide Tier II support for end-users.,Monitor and maintain server hardware and software, Upgrade network hardware and software. .,Monitor network traffic patterns.

Strong change management skills & demonstrated ability to lead the organization to the use of new system capabilities & functions

•Manage the development of policy changes in response to changes in levels of appropriations or other legislated changes

•Comprehensive knowledge and understanding of appropriate operations, policies, applicable laws, regulations, rules, practices and procedures specific to and/or directly related to the position being filled.

MEECO/TIGER OPTICS

IT Professional 2004-2005

Provide help desk support to users Troubleshoot user and system problems with Microsoft products, remote access, network servers and MRP system

Daily system maintenance of Servers; backups, check space, review and respond to log warnings and errors, monitor drive status, web site log files, network health, verify status of Anti-virus system, monitor and tune SPAM filter.

Configure, install and maintain all servers

Volpe and Koenig PC 2000 – 2004

Technical Administrator/Network Engineer/Help Desk Support

Ensured that LAN operated at optimal level, including user support, all networking equipment, servers, desktops, and printers. Projects included conversion from Novell to Windows 2000/2003 file servers, conversion from Lotus Notes to MS Exchange, and installation of SQL-based Time and Billing system. Supported Comdial phone and voice mail system

Supervised outside vendors during move to a new, larger office. Included electrical, data and phone wiring setups, and installation and testing of new setups for data, electric and voice systems

.Supported multiple servers running Windows NT, 2000, 2003 Servers with Active Directory, MS Exchange 5.5/2000 and Terminal Services, as well as Daily Technical Support for 70 plus users running Windows XP.

Project Coordinator for major projects, including: project scheduling, communication, testing, and deployment within the user community.

Responsible for ensuring integrated bundle of technologies in use is providing lowest possible cost profile while meeting business needs

Daily operational support functions included, but were not limited to: coverage schedules; maintenance of the billing database, recordkeeping requirements, system back-ups and administration, implementing and maintaining audit processes for time effectiveness and efficiency, and providing troubleshooting for applications and operations.

Responsible for purchasing hardware and software on a large scale, negotiating vendor contracts, track expenditures against plan and maintain IT financial spreadsheets and files IT services, and software licensing.

Capability to establish and manage budgets

Establishes and maintains ticketing system for incident/problem/change tracking

Define and regulate company policies and procedures as they relate to IT

Oversees enterprise-wide user and network level security, backups, and disaster recovery efforts

Understands how to communicate difficult/sensitive information tactfully

Remains on the forefront of emerging industry practices

Serve as Project Manager for all IT initiatives

Understands how to communicate difficult/sensitive information tactfully

-Maintain SQL and other databases

Congoleum Corporation 1986 – 2000

Network Administrator / Bar Code Administrator 1986 – 2000

Responsible for design and upkeep for Bar Code system, ensuring that all UPC labels met the requirements of the Uniform Code Council. Performed analysis and design of procedures and recommended equipment to move Bar Coding procedure from a preprinted, batch system to an on-demand system, complete with scanners, to tie into a network production-reporting system

Assisted in setting up company’s first Novell Network (2.0) ; established parts inventory, work order, and job-costing systems.

Assist in moving the warehouse system from an old Siemans Nixdorf to a SAP/JD Edwards system utilizing barcodes,WIFI.

Veterans Status

US Navy Veteran

EDUCATION

Certificates : MS Windows Vista Desktop Administration, Computer Fundamentals MS Windows X, MS Security,; MCSE, Comp Tia A+; Network+, Security+, Healthcare IT, Certified Document Imaging Architect,MCDST, MCP, MTA, Brainbench Network Security, Brainbench Cisco Network Concepts,. Brainbench Windows 2008 Active Directory

Trinity Southern University

Bachelor of Science, Information Technology 2003

Master of Science, Information Technology 2005

New Horizons Computer Learning Center 2003

Win 2000 Network and Operating System Essentials (MS 70-210), Supporting Win2000 and Pro (MS 70-215), Supporting Network Infrastructures (MS 70-216), Implementing and Administering Win 2000 Directory Services (MS 70-217), Designing Win 2000 Directory Services Infrastructure (MS 70-219), Administering an SQL 2000 Database (MS 70-228), Programming an SQL2000 Database (MS 70-229)

Completed all MCSE and MCDBA courses.

CompTia Linux + currently taking online classes 2017

MS Virtual Academy …… current study MS Visual Studio 2016

American Institute for Computer Sciences, various courses in computer science 1999 – 2001

Rockey and Associates, Administrating Lotus Notes 2000

Pennco Technical School, computer programming classes, BASIC, COBOL,RPG,FORTRAN 1996

Wave Technologies, Certificate in PC Support (01/95), Certificate in Windows Support (02/95) 1995

BUCKS COUNTY COMMUNITY COLLEG Major – Accounting 1976 - 1977

COMMUNITY CONTRIBUTIONS

Troop Scoutmaster & Pack Den Leader ; Boy Scouts of America, Member :Knights of Columbus, Member: Benevolent Protective Order of the Elks



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