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Technician Customer

Durham, NC, 27713
October 26, 2018

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Andrew D. Harris

**** ****** ***** **

Durham, N.C. 27713

cell 919-***-****


Technical Specialties and Expertise

PC Image configuration, testing and image build projects.

Task Sequence OSD imaging. WIM format, MS Image X, Symantec Ghost, Powerquest PQ Deploy, Altiris, Bart PE

OS installation configuration and HDD imaging

PC Upgrades and Migration Projects, desktop rollouts

Computer Hardware and software

PC Networking, Active Directory

MAC OS X Sierra/High Sierra.

Cloud based backup solutions, Carbonite

In House and remote Customer/Client Support

Service Now, Siebel CMS incident management systems.

Bomgar, Webex, VNC remote support tools.

Hard drive encryption (Checkpoint Endpoint Security primarily, MS Bitlocker)

Asset Management, Inventory Warehousing System (Barcode)

Corporate and State of North Carolina and upgrade/rollout projects.

Remote customer support through Bomgar, Webex and Remote Desktop

PC Hardware – HP Desktop and laptops, IBM/Lenovo ThinkPad/Desktop,Dell Desktop, laptop.

Office 2016 O365, MS Outlook and Lotus Notes. MS Teams, Zoom Meeting

PC Hardware and Software Support and Troubleshooting/Problem Determination. Driver updates and installation.

Desktop based peripherals including local and networked printers, docking stations and monitors.

Regedit.exe, regedit32.exe and Windows registry modification

Professional Training & Work Experience

1999 to present (2018). 19 years of experience as a reliable PC technician with the ability to communicate with other professionals at all levels of the corporate hierarchy. I am result and problem resolution focused and I know how to leverage all resources to find a solution to the problem at hand.

Ciena Corp-Senior Analyst-IT Operations-3/2012 to present)

Working fulltime since 2012 for Ciena Corps RTP, NC office. I also support Ciena’s remote employees globally throughout North and South America. I am the local DSM (Desktop Systems Management) support person for the RTP, NC Ciena site. We are a Windows 7 and Office 2016/O365 based environment using HP PCs. I completed the testing of Ciena’s custom Windows 10 image and I am currently launching the corporate rollout of Windows 10. Windows laptops are managed through SCCM. We have been integrating MACs into our environment for 2 years. The MACs are managed using JAMF, Self Service and Casper Suites. Our Incidents and Requests are managed using Service Now. Remote support was previously provided using Webex and Windows RDP. We have transitioned to Bomgar. I also serve as the single primary contact and liaison for all IT related equipment located in RTP. I am the “hands on contact” to assist the network and telecom teams when my help is needed. I also maintain 2 conference rooms, projection systems and all network printers.

TAOS – contractor for Ciena Corp. – RTP, NC (4/2011 to 3/2012)

I contracted as the onsite desktop support technician for Ciena’s RTP, NC office. This 1 year contract led to my hiring as a full time employee with the responsibilities as described above.

Alphanumeric Systems- contractor for Research Triangle Institute-RTP, NC (1/2011 – 2/2011)

I was contracted for 2 months and served as the Field Service Technician for the RTI ITS team. My primary duty was to help resolve a backlog of desktop related helpdesk tickets. I resolved hardware and software issues, supporting Lenovo and Dell laptops and Lenovo desktops. RTI currently runs Win XP, Outlook Exchange and Office 2007 as well as several hundred different applications common in a research environment. I also assisted with the setup of new hire employees and video teleconference setups.

Desktop HW/SW Technician - Data Staff Inc – contracting for the North Carolina Employment Security Commission (12/09 – 12/2010)

Traveled throughout North Carolina to all 88 NCESC local offices

Replaced 1700+ staff desktops with new HP and Lenovo desktops

Refurbished and Replaced 850+ Community Resource Center desktops

Encrypted all 1700 staff desktops using McAfee Endpoint Encryption

I contracted as a team member for the NCESC. The projects goal was to upgrade desktops and laptops in the ESC’s 88 offices throughout the state of North Carolina. The project involved the implementation of Outlook/Exchange email, MS Office 2007, and hard drive encryption.

Independent IT Consultant for Saguaro Management Services Inc. (3/09 - 9/09)

Short term consultant assisting the IT Administrator with Windows XP updates and application installs

Assisted with the consolidation of their asset management records and assisted with office moves

Saguaro manages several Mental Health Service companies.

Core Technology Services / Contracted for Henkel Corp. (3/09 – 5/09)

Replaced existing National Starch desktops and laptops with new Lenovo ThinkCentre desktops and ThinkPad laptops.

Responsible for backing up user data and Lotus Notes files to be migrated to the new Windows XP desktops.

Configured all networked printers for the new Henkel network

I traveled throughout the US to various Henkel offices and manufacturing facilities to perform this work

Staff-Tech (STI)/Contracted as a PC Technician for the NC Dept of Health and Human Services. PC deployment project for Central Regional Hospital (CRH) – (03/08 – 03/09)

Imaged and deployed new Dell desktops and laptops, Lenovo ThinkPad Tablets and some existing legacy HP desktops

Installed GuardianEdge encryption on the tablet PCs and laptops

Trained the end users on how use the new technology that is was introduced to them.

I was responsible for imaging the systems with a custom Win XP image using Image X and Win PE environments. I configured the supporting applications and configured their NCMail, NCID accounts as well as their personal network data shares. I also configured any peripherals including networked and local printers. In phase II of this project I imaged and redeployed existing HP desktops and laptops. We installed GuardianEdge Endpoint Encryption on the laptops. I served as a desk side support technician resolving helpdesk tickets for the MIS team. I completed LAN connectivity testing of the old Umstead Hospital Campus. Central Regional Hospital opened in July, 2008. We deployed over 1700 PC’s.

Pomeroy IT/Contracted as an HP Technician for Fidelity Investments Inc – (08/07 – 03/08)

Imaged and deployed HP desktops and Lenovo/IBM laptops for Fidelity employees

Managed the images and data backups through Altiris Deployment Solution and Greenline Application Profiler

This project supported Fidelity employees as it relocated its headquarters from Massachusetts to North Carolina. Fidelity currently has Win XP images that support various groups within their workforce.

CTG Corp. /Contractor for Lenovo Corp. Software and Imaging Engineer – (11/05 – 08/07)

Managed custom Windows image build projects from requirements gathering to image release

Interacted with Lenovo customers and IT project managers and consulted them on their custom image requirements

Hardware and software configuration from the ground up

The Lenovo Image Technology Center (ITC) provides PC imaging services for Lenovo corporate customers, educational institutions and government organizations. The ITC functions between Lenovo marketing reps, the customer and PC manufacturing in China. My role in the ITC was to build, test and modify a custom windows image for the customer. I also provided technical support to the customer and developed the required documentation for the manufacture of the corporate customer’s volume PC purchase. I was assigned projects that are specific to a customer, hardware configuration and the Windows OS and applications that they require for their PC purchase. It was my job to manage the project from beginning to completion, working with the customer to build the required Lenovo hardware, test and modify the customer’s Windows image. I had the ability to configure specific hard drive partitioning, OS backups, application installs and then capture the final sysprep image. Once the HW and SW passed testing and the image passed a simulated manufacturing imaging process, I created a Golden Release document that serves a blueprint for the manufacture of the customer’s desktops and/or laptops. In addition to my assigned projects, I was involved in internal testing of ITC tools in the Windows Vista and Win PE environment. Lenovo manufactures ThinkPad laptops and ThinkCenter desktop PC’s formerly owned by IBM corp.

North Carolina Department of Correction - (6/04 – 11/05) – PC Exchange Project/PC Installation Consultant

Participated in the statewide deployment of over 15,000 new NCDOC desktops in the state prisons and parole offices

Deployed new Dell desktops running Win XP replacing legacy desktops running Win 3.1 thru Win 2000

Novell platform, Groupwise email and NDPS printing configuration

I helped to develop a schedule for deployment of the new Dell and Compac/HP desktops. I was a member of a team of technicians that replaced the old PC‘s running Win 3.1,95 and 98 with the new Win XP based systems. The project was driven by the need to create a streamlined and secure network for the DOC. I tested the new XP image and participated in the Pilot Run for the project. I helped develop the installation and reimage instructions that were used by the project technicians. I traveled the state using a state owned vehicle, installed and configured the new PC’s as described in the projects PC Exchange Deployment instructions.

Alphanumeric Systems Inc. contracting for Glaxo Smith Kline Corp. – (8/03 – 6/04)

PC Technician.

Technician for the “GSK Connect” upgrade/rollout project.

Migrated client PC’s from Win NT4 and MS Outlook mail to Win XP and Lotus Notes 6 mail

I was a team member for the Glaxo "GSK Connect" Win XP rollout. I was responsible for conducting pre-migration surveys of Glaxo employees as well as executing the actual migration program. The projects goal was to migrate client PC’s from Win NT4 and MS Outlook mail to Win XP and Lotus Notes 6 mail. As a technician I was responsible for going to the clients workspace and loading Win XP and Lotus Notes 6 as well as the users critical applications and peripheral devices. I also filled in for the GSK Desk side Support Team when they requested help using the Remedy ticketing system. Also volunteered assistance in the Project Saturn GSK network upgrade from Coaxial 10Mb to Ethernet 100mb.

CDI Corp. contracting for IBM (6/99 – 5/02) Technical Support/Customer Relations IBM P.C. Help Center.

Provided telephone support for IBM customers. Primarily HW and SW on IBM ThinkPads

Served as a liaison between customers and the IBM Customer Relations Group

I was trained in computer hardware, IBM/MCT trained in win98, NT, 2000, XP. I was also trained in networking, TCP/IP, Lotus Notes, customer service, OS/2. I was involved extensively with the Y2K support team. In April 2001 was promoted to the Mobiles SWAT Team to provide support to customers with repeat repair and unresolved problems with their IBM ThinkPad. Ordered replacement parts and set up repair work orders for customers. Imaged HDD’s with preloaded images of Win OS’s and applications. I served as a liaison between customers and the IBM Customer Relations Group. I also handled customer’s machines individually. I provided hands on problem determination and tested the customers machines to insure that they were functioning properly. Trained in and utilized the Siebel call management system since the Jan 2002 implementation.

Non IT work history

Bristol Myers Products (5/91 – 6/99) Components Operator / Inventory Control / Material Handler. Responsibilities included the operation of plastics injection molding machines, pad printing equipment, and warehousing of finished goods and raw materials. I used a barcode inventory system and RF scanners. I provided Dimensional Quality Inspection using the Shotscope SPC system. I was trained annually in SOP, GMP, MSDS and all other FDA required training.

Western Temp. Services (10/90 – 4/91) I.C. Board Technician, Northern Telecom Inc.

Dickinson Restorations (3/88 – 9/89) Carpenter.

Peter Singer General Contractor (9/86 – 11/87) Cabinetmaker.

Viking Sprinkler Company (9/85 – 7/86) Pipe Fitter.

Sound Technician (6/85 – 8/86) "The Othermothers" Rock Band.

Olsten Temporary Services (3/84 – 10/84) Assigned to Bristol Myers Prod

Education Background

N.C. Wesleyan College (9/96 – 6/01) Computer Information Systems Student.

I was enrolled in the Advantage Adult Degree Program maintaining a 3.7 GPA. I have approximately 20 credits to complete. I last completed Systems Development and Design 312.

Appalachian State University - Boone, NC 8/81 – 8/83

The Recording Workshop - Chillicothe, Ohio 4/85 – 5/85

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