Customer Service Microsoft Office

Network and Systems Technician

PROFESSIONAL PROFILE

Systems and Technology Manager with two years experience seeks a position as a Network and Systems Technician, utilizing management and customer service skills.

Excellent interpersonal skills with the ability to communicate with clients, peers, and management regarding complex technical concepts.

Recognized leadership qualities managing internal technical support analysts.

Skilled innovator and problem solver who regularly contributes and implements new ideas and process improvements for the department.

TECHNICAL PROFICIENCY

Desktop Operating Systems: Microsoft Windows XP (Pro/Home) (32/64bit), Windows 7 (32/64) (Home, Home Premium, Business, Ultimate), Windows 8/8.1, Windows 10, Windows Vista (32/64) (Home/Home Premium/Business/Ultimate), Windows 2000, Windows 9x (95/98), Ubuntu (Fedora and Precise Pangolin 12.04)

Software: Word, Excel, Outlook, PowerPoint, Access, Project, Visio, OneNote (2003, 2007, 2010, 2013), VNC, Cisco VPN Client, McAfee (Antivirus, Anti Spyware), Symantec (Antivirus), Symantec Ghost, Shadow Protect, KVM, VirtualBox, ConnectWise, Macromedia Dreamweaver and Fireworks, Kaseya, GoToAssist, Sophos, LanSweeper, Shavlik, Cisco Spark, Meraki Cloud Management

Applications Supported: Microsoft Office Suite, Microsoft Office 365, Bloomberg Terminal, Encore, Ultra-Staff, Life-Link Clinicals, Egnyte, Adobe, QuickBooks, AutoCAD

Server Operating Systems: Microsoft Windows 2003/2008/2012 Server OS

Citrix: XenApp and XenDesktop 6.5/7.6

Exchange: Exchange 2010 and Office 365

Avaya IP Office: IP Office 9.1 and Voicemail Pro 9.0

Server Applications: Active Directory, Group Policies, File and Print Services

Wired Networking (LAN/WAN): Switches, Routers, Bridges, Firewalls, Modems, Network Printers and Scanners, Cabling (Cat 3/5/5e/6/UTP/STP/Fiber-optic)

Wireless Networking (WLAN/Wi-Fi): 802.11 (A/B/G/N) Wireless Routers/Access Points, WPA, WEP, MAC Filtering, 2.4 and 5GHz Band Radio Waves

Network Protocols: TCP/IP, DHCP, DNS, VLAN, FTP,SFTP, Telnet, Ping, HTTP, HTTPS, RIPv2, OSPF, EIGRP, BGP, ACLs, NAT

Hardware: Dell (Desktop/Laptop/Server), HP (Desktop/Laptop/Servers/Printers/ Scanners/Copiers/Networking), Ricoh (Printers/Copiers), Toshiba (Laptops), Linksys (Routers/Switches/IP Phones), D-Link (Routers/Switches), Cisco (Routers/Switches/Firewall/IP Phones), Cisco (1800-1841, 2800-2811, 3800-3825, 7200-7206, 7400), ARN Nortel Routers (SR 1001), Juniper Routers (J2320), Netgear (Routers/Switches/NIC); Foritnet 90D, Dell Sonicewall NSA 250/260, Adtran Netvanta 24/48 port switch, Fax Finder V.34, Avaya IP Office 500 v2 Box, HP MSA 2040, HP Proliant DL380p Gen 8, Meraki MX84, Meraki MS350, Meraki MS220, Meraki MX 64, Meraki MX 65W, Cisco Spark 7800.

PROFESSIONAL EXPERIENCE

Calfrac Well Services, Denver, CO (September 2017 – Present)

IT Support Technician

Provide level 1 and 2 service desk support, assisting with hardware and software issues

Field incoming help requests from end users in local and remote locations

Malware identification and removal

Maintain local network policies, practices, security measures and control documentation

Assist in preparing, revising and maintaining procedures and documentation

Identify trends and propose solutions that head-off recurring and future issues

Scheduled on-call after hours support as required

Work daily to create an exceptional experience for all who contact the Service Desk

Phishing email analysis and confirmation with end users

Green Key Resources, New York, NY (October 2015 – May 2017)

Systems and Technology Manager

• Assist with projects and network upgrades of infrastructure

• Update documentation and create training to help better support the systems

• Log and troubleshoot incidents reported by network intrusion detection systems

• Troubleshoot with voice and data vendors as needed

• Accountable for following incident management process for all emergency related issues

• Escalate tickets accordingly based on severity and business impact

• Delegate tickets to internal technical support analysts

• Assist with aligning IT with the objectives and needs of the business

• Communicate with staff on any major system updates, events or outages

• Approve expenses for IT related upgrades, licensing, maintenance, or contractual work

• Manage Citrix XenApp 6.5 environment

• Configure and troubleshoot issues with VOIP system

• Travel to various satellite offices as needed

SELECTED ACCOMPLISHMENTS

Assisted facilitating and implementing various new systems and policies to migrate away from a managed service provider and move to an internal IT department only. This included deploying a new ticketing system, remote agent utility, antivirus, and LAN sweeping software. Changed core network firewalls and switches with contract network engineer in main data closet to Cisco Meraki devices.

Traveled to various offices to reconfigure core networking equipment and end user’s machines. Setup several new offices working in conjunction with vendors and current managed service provider. This included racking switches, firewalls, and IDS systems and verifying proper connectivity with VPN tunnels.

Worked in conjunction with contractors to migrate entire company from on premise Exchange 2010 to Office 365. This included conceptualizing and implementing the migration with the least amount of down time possible. Also provided quick alternative work flows for any users with problems during the transition. Informed staff of change and assisted in training with new email configurations and workflow.

Identified growing number of phishing attacks within the firm. To assist with mitigating risk from such attacks, created a training course for entire NYC office. This training was in regards to phishing attacks and actions steps to take when encountering a potentially malicious email.

Implemented new policy with the HR department for proper forms to be submitted for all new hires, change role, and terminations within the company.

Bloomberg L.P., New York, NY (February 2012 – September 2015)

Global Technical Support

Provide platinum customer service to both internal and external clients

Designated as escalation support representative for telecommunications support tickets. Assist with questions regarding procedure or calling out to telecommunications companies with circuit related issues.

Telnet into routers and check logs to determine root cause of issues and check for any errors, resulting in better resolutions with networking related problems

Create tickets for R&D employees on escalated issues. This allowed for a more detailed review of a client’s issue which results in more accurate resolutions

Work on projects internally for customer experience. These projects help to identify any areas of a client experience that could use improvement

EDUCATIONAL BACKGROUND

DEVRY UNIVERSITY, Westminster, CO

Bachelor of Science in Network Communications Management Graduated: Aug 2011

Concentration in Cisco Networking Fundamentals

3.2 GPA

CCNA Certification Expected: June 2018

HP Accredited Platform Specialist – HP Commercial Desktops, Workstations and Notebooks January 2010

CEH training course – New Horizons Learning Center Online course June 2016

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