Skilled IT technician

Randall S. Bond

Concord, North Carolina *****

704-***-**** • *********@*****.***

IT Support Specialist

Multifaceted technical career with over 18 years of innovative experience.

Sophisticated IT professional with a documented background of knowledge within a technical environment. Skilled technician with a solid history of providing excellent IT support. Passionate in delivering exceptional customer service with a reputation of exceeding expectations. Highly self-directed with the ability to quickly adapt to new technologies and concepts. Possess several professional certifications.

Core Competencies:

System Maintenance and Repair

User Training and Support

Desktop / Laptop Systems Support

Client Relationship Management

Active Directory Administration

Problem Resolution / Troubleshooting

Smart Hands for Network / Server

Backup and Recovery Strategies

Professional Experience

DXC Technology, Charlotte, NC

Associate Field Technician, 6/2005 – Present

Utilize effective interpersonal and technical skills to provide end-user support, including server, network, phone, and desktop operations. Evaluate and determine the most efficient way to provide support for print servers, application servers, and Veritas Netbackup server. Recognize and update out-of-lease IBM and DELL computers in a timely manner. Maintain documentation/records of help desk tickets. Supervise SLAs via Computer Associates Unicenter Service Desk and Remedy / TWOs.

Key Achievement:

Manage end-user support operations by assisting users with complex software and hardware applications.

Food Lion, Salisbury, NC

PC Replacement Specialist, 3/2005 – 5/2005

Oversaw the complete process of replacing user’s existing desktops or laptops with virtual replicas and new hardware, focusing on successful migration of data from the local C drive to the personal network drive. Installed a variety of software to new PC’s, including MS Office, IBM DB2, Lotus Notes, Attachmate, and File Maker pro.

Key Achievement:

Developed and maintained exceptional customer relationships through delivering new PC’s to users, providing patience and training while verifying the new PC were operable.

New Horizons Computer Learning Centers, Charlotte, NC

Desktop Support, 1/2004 – 5/2005

Provided support for all levels of PC/Network technical issues. Assisted employees within classrooms. Established proper network cabling of classrooms and hard drive imaging for weekly classes. Configured Exchange mail server within a classroom domain for Outlook courses. Arranged Microsoft for classes utilizing Active Directory and parent/child domains.

HP / Bank of America, Charlotte, NC

Lead Server Technician, 8/2004 – 3/2005

Led hardware refresh team of technicians responsible for multiple banking centers throughout North Carolina and South Carolina. Oversaw racking and installation of Compaq DL 380 G3 Driver Server. Validated server, UPS, Cisco Router, and Cisco 3500 switch to the network, ensuring connections worked properly. Contributed to migration from preexisting OS2 Server to new Windows 2000 Server. Configured a variety of printers and workstations. Tracked old and new inventory through an online asset tracking program.

Help Desk Support Analyst (5/2004) for Microsoft Corporation, Charlotte, NC, Support Analyst (12/2002 to 5/2003) for Carolinas Health Care Systems, Charlotte, NC, Technical Support Shift Leader (9/1999 to 12/2002) for CTC Internet Service, Concord, NC, and Support Specialist (6/1998 to 8/1999) for US Probation, Charlotte, NC.

Technical Proficiencies

Platforms:

Windows, Avaya PBX IMACs, Android, Apple

Tools:

Microsoft Office Suites, Altiris Migration Utility, Cisco Wireless Security Cards, Lotus Notes, Outlook, Express, Netscape, Eudora, IncrediMail, Wordperfect Office Suite, PACTS, Criminal Database Software, McKesson STAR, IDX, PeopleSoft

Hardware:

IBM, Dell, MAC, Lexmark, HP

Education and Credentials

Bachelor of Science in Business Administration, University of NC at Charlotte, Charlotte, NC

Major in Management Information Systems, University of NC at Charlotte, Charlotte, NC

Certifications

Microsoft Certified Systems Administrator (MCSA)

Microsoft Certified Professional (MCP)

Comp TIA A+ Certified

Comp TIA Network+ Certified

Professional Development

Cisco Certified Network Associate (CCNA) coursework completion

CheckPoint Coursework Completion

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