Technical Support Representative

Qualifications

IT Professional with * years of Information Technology experience.

Possess excellent leadership and customer service skills

Understand how to effectively translate business need to technical solutions

Committed and able to effectively juggle multiple tasks at once while delivering timely and frugal results

Proven support of operational needs by being detail oriented to minimize down time

Technical Expertise

Operating Systems

Windows Server 2003, 2008 R2, 2012 R2,

Hyper-V Server 2012R2,

Novell, Red Hat

Windows 95, 98, 2000, XP, Vista, 7, 8.0, 10, Ubuntu 9, 10, TinyCore

Cisco IOS

Apple IOS 6, Android 2, 3, 4, Windows Mobile CE

Networking

Active Directory (Windows Server 2008R2, Windows Server 2012R2)

Windows Remote Desktop

Wireshark

VLAN’s

Tight VNC

Ultra VNC

LogMeIn

PuTTY, MTPuTTY

AirMagnet Wireless Survey

VMWare

Microsoft WSUS 3.0

Microsoft SCCM

Windows Deployment Services

Microsoft SCOM

Google Chromecast

Hardware

Servers

HP Prolliant DL Series

Storage

HP D2600 Disk Enclosure

Iomega StorCenter ix2

Workstations

Lenovo Thinkcentre

Dell Optiplex

Dell Dimension

Laptops

Lenovo T410, T420, T430

Dell Latitude E5530, E6420

Networking

Cisco Catalyst 3750

Cisco Aeronet wireless controller

Thin Clients

HP t410 Smart Zero

Dell WYSE Z90D7

Smart Devices

iPhones

iPads

Android Phones

Kindle Fire Tablets

Software

Communications and Business

Microsoft Office 2003, 2007, 2010, 2013, 2016

Microsoft Exchange 2003, 2010

Microsoft Visio 2013

Office365

Backup and Security

Retrospect Express HD

Microsoft Bit Locker Encryption

Microsoft Endpoint Security

Microsoft Security Essentials

Avast! Antivirus

Malware Bytes

Spybot S&D

Data Management

Microsoft Sharepoint Server 2013

Microsoft Visual Studio 2008, 2012

VoIP PBX Management

eZuce PBX

Zultys PBX

Warehouse Management Software

Manhattan 09

Manhattan 15

Professional Experience

IT Coordinator, Plainfield Indiana

Geodis LLC

IT Coordinator – Technical Support Representative III (Oct 2016 – Present)

Responsible for $1.5 million dollars of IT hardware including Desktops, Thin Clients, RF equipment, Printers, and Network equipment.

Implementation of a true asset management system.

oCreation and implementation of policy and procedure to facilitate true asset management.

oDesign, implementation, and management of Apex Locker System process to distribute and track RF units to operations associates.

Implementation of a routine maintenance schedule for the fleet of one hundred plus printers housed within this warehouse.

oCreation of maintenance SOP’s for hardware used in the warehouse.

Daily operational support of hardware related issues.

Joint mitigation of large issues with corporate teams to support mission critical systems.

oManhattan Wareshouse Management Systems.

oNetwork Infastructure.

Trained/Mentored/Lead junior level technical support in day-to-day operations as well as handed down project work.

Contracted IT Consultant, Central Arkansas

Tek Systems

Contracted Technology Consultant (Apr 2016 – Jun 2016)

Upgrading of Wal-Mart point of sale equipment according to project scope throughout the central Arkansas area.

Contracted Systems Administrator, Indianapolis Indiana

Fahrenheit IT

Systems Administrator, Contracted (Oct 2015 – Dec 2015)

Spun up and tailored virtual and physical servers in a highly virtualized VMWare environment for the purpose of testing Microsoft AX and Microsoft GP environments.

Daily monitoring of server farm resources, and addressing alarms reported by Microsoft Systems Center Operations Manager.

Contributions to process improvement and documentation procedures.

Field Service Technician, Indianapolis IN

Guest-Tek Interactive Entertainment

Field Service Technician (May 2015 – Aug2015)

Onsite support and troubleshooting of Hotel Guest connectivity/network related issues that first tier support was unable to solve.

Onsite technical support of hosted events in conference spaces.

Contracted IT Consultant, Cloverdale IN

Contracted Residential and Commercial Self Employed Work

Contracted IT Consultant (Jun 2009 – Dec 2015)

Perform troubleshooting and repair of laptop hardware/system issues.

Setup small AdHOC home networks.

Setup and configure wireless routers. Take simple steps to harden home network security. Position routers in center of the house, change default login credentials, turn off network broadcast, etc.

Diagnose LAN connectivity issues and repair as needed.

Plan new/upgrade existing/demolition of network infrastructure.

Migration of network infrastructure and connected equipment.

Planning of End User equipment upgrades.

Acquisition and deployment of HP/Dell workstations/laptops/servers and Cisco networking equipment.

Imaging of workstations using Windows Deployment Services.

Image, configure, and deploy HP/Dell servers.

Simple to moderate configuration of firewall equipment.

Wireless access point installation and configuration.

Setup and configuration of network VLAN’s.

Provide thorough documentation of all actions taken.

Amazon.com, Plainfield & Indianapolis IN

World’s largest e-commerce company

IT Support Technician (Oct 2011 – Dec 2014)

Tracking and documentation of daily operational issues using the Remedy Ticketing System.

Asset acquisition, deployment, and inventory management of desktops, laptops, printers, switches, servers, and telecom equipment. Also periodic liquidation of end of life hardware.

Create new or alter DNS entries for static IP’s regarding new equipment deployment or old equipment migration (printers and servers)

Setup new/remove old phone entries using Zultys or eZuce.

Routine updating of Weather/Overtime hotlines on Zultys System.

Assist new management with acquisition of email on smartphones, setup home folders for work related documents on facility store server, and alter Microsoft Active Directory item to connect to home folder at login for them

Preventative maintenance of facilities IDF & MDF equipment. Weekly dusting and inspection of Cisco Catalyst 3750 switches, HP Prolliant Servers, Cisco Wireless Controllers, and Dell Aggregate Routers.

Auditing and Service of Lenovo workstations/laptops, Dell workstations/laptops, HP/Dell thin clients, and various HP/Dell/Zebra printers

Complete projects as assigned by IT Support Engineer onsite.

Attend Daily Gemba Walks and report any issues raised in End of Shift reports.

Accomplishments: Successful relocation/restructure of the entire inbound department as well as the HAZMAT packing portion of the outbound department at the IND5 facility in Plainfield.

Hoosier Computers LLC, Cloverdale IN

Local Computer Retail Store offering repair services as well as contracted onsite consulting

Intern Computer Technician (June 2010 – June 2011)

Residential Workstation and Peripheral Retail

Desktop and laptop hardware upgrades

System diagnosis and repair

System virus/malware detection and removal using Microsoft Security Essentials, Avast! Antivirus, Malware Bytes, Spybot Search & Destroy.

Contracted Onsite Consultant (June 2010 – June 2011)

Performed same basic services onsite that were offered in the store

Planned and setup small home offices. Usually setting up equipment purchased at store and suggested iomega ix2 storcenter NAS and APC BE350G Battery Backup solutions

Contracted work through a company called OnForce, doing AT&T DSL setups, POS equipment installations and configurations, and AT&T payment kiosk setups.

Education

Kaplan University, Davenport IA

Associates of Applied Sciences in Information Systems, June 2011

Kaplan University, Davenport IA

Bachelors of Applied Sciences in Information Technology, started but on hold

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