Bernard M. Turner 773-***-****

Henderson, NV ****5 ac8aa4@r.postjobfree.com

IT and Technical Support Specialist

Professional Summary

IT and Technical Support Specialist with over 15 years of experience in Microsoft and Apple administration, desktop and server support, and technical troubleshooting for higher education, accounting, and healthcare companies across public and private sectors. An expert in hardware and software diagnostics and repair to quickly return networks and workstations to proper functionality. Offer multi-faceted expertise across diverse software, operating systems, devices, and peripheral equipment.

Selected Accomplishments

Set up and configured computer labs with 24 workstations each in five Roosevelt University buildings, including imaging Mac and PC computers, installing software, and connecting peripherals.

Managed numerous software and application migrations and upgrades for Roosevelt University, including:

oMigrated 600+ classroom and computer lab PCs and 850+ faculty and staff PCs from Windows XP to Windows 7 Enterprise.

oManaged the migration from OSX 10.6 to 10.0 for over 350 Apple computers in computer labs, classrooms, and staff/faculty offices.

oMigrated all instances of Microsoft Office 2010 and 2011 to Office 2016.

Resolved server connectivity, printer issues, and multiple viruses on A. L. Taylor’s server and workstations by installing and configuring Power Vault RD1000 with four 320-GB backup cartridges, SonicWall firewall with virus and malware protection, and a new Dell PowerEdge T320 server.

Set up and configured 10 Dell workstations and five field laptops for A. L. Taylor running Windows 7/Vista and Microsoft Office 2010.

Developed backup plans and schedules for the Provident Hospital pharmacy’s servers and workstations, removed viruses from all computers, and upgraded workstations from Microsoft Office 2003 to 2007.

Technical Profile

Software: Microsoft Office (Word, Excel, PowerPoint, Project) for Windows and Mac; Adobe Suite and Ghost Imaging; Visio, Active Directory; Norton, Malwarebytes, and McAfee antivirus; Sonic Wall; Veritas and Retrospect backup software; Remedy, Service now, Support Magic, Parature, and Heat tracking software; Deploy Studio; Symantec Endpoint; Cisco VPN

Operating Systems and Servers: Windows, Macintosh OS X, and Dos; Asus and Windows Servers

Hardware: Desktop and laptop computers (Dell, Lenovo, Compaq, IBM, Toshiba, HP, Sony, Gateway, Macintosh, iMac, MacBook Pro); mobile devices (iPhone, iPad, Android, and Blackberry); A/V equipment

Peripherals: Printers and scanners (HP, Xerox MFD, Toshiba MFD, Lexmark, Epson, Xerox MFD, Apple); bridges and hubs; 3Com and Cisco switches and routers

Career History

Customer Support Representative

TTec Nov 1st to present

Supports Verizon phone services issues such as billing issues, new phone and plan changes and purchases. Technical support for android and iPhone issues online. This is phone support no remoting in. Simple to complex issues involving WiFi connectivity to home internet issues and phones and tablets.

Manheim Auto Auctions, Las Vegas Contract Position: (Stone Resource Group) Feb 2018 – June 2018

It Support Technician

Supported the Auction sales that are held every Tuesday, Thursday and Friday’s. Pc’s running windows 7 and auction software. Supported the auction Kiosk’s t hat print bidder badges, etc. Supported general office issues on site such as Ms. Office issues, printing issues and Windows issues. They are using Service Now ticketing system and Bomgard to remote in to PC’s. They are using Lexmark MFD’s. They are using Ms. Office 2010, 2013, 2016. All PC’s are running Windows 7 64 bit. Also supported Panasonic Toughpad’s and TC 70 hand held computers.

Barrick Mines Elko, NV Contract Position: (HR Advantage) September 2017 – December 2017

It Support Technician

This was a 4-month IT refresh project at six Barrick mine sites in Elko, NV. There were over two thousand Lenovo Laptops and Desktops that needed to be imaged from Windows 7 to Windows 10, configured per Barrick specs, installed the users applications, copied all their data back and deployed. The images were created on flash drives and we had plenty to work with. I was working within a team of six other techs. We started at one location, the Cortez site. Each mining site the Pc's and laptops had to be imaged, configured and deployed. Once that site was done we moved on to the other sites. There is a lot of training to users and trouble shooting basic issues. We did have some AD issues but that was worked out. The Barrick IT guys dealt with the other issues. There were a lot of applications that needed to be installed, with some apps

having issues with windows 10. We completed the project on schedule.

ROOSEVELT UNIVERSITY—Chicago, IL 2008—2017

Roosevelt University houses four different campuses across Chicago with 35+ computer labs and classrooms. Supported 700 users across all campuses in advanced software and hardware troubleshooting and repair, network and connectivity troubleshooting, and printer/scanner/copier issues.

Senior Technical Support Technician

Provided desk-side and remote end user technology support to students, faculty, staff, and the University’s executive branch and President.

Troubleshot and resolved software issues, including repair of corrupt installations, updating software, and virus and malware scanning.

Ran vendor diagnostics and third-party tools to identify and resolve hardware issues.

Planned and executed computer deployments, workstation moves, and data migrations.

Monitored the University’s Parature trouble ticket queues with over 2,000 tickets resolved to date.

Collaborated with Network Services to enhance the efficiency of desktop computing and infrastructure.

Enforced all computer, server, and network security protocols and procedures.

A. L. TAYLOR & ASSOCIATES, P.C.—Chicago, IL 2012—2017

A. L. Taylor and Associates is a CPA firm focusing on auditing, tax returns, and other financial services. Hired to support workstations and servers and upgrade software, processes, and equipment.

Computer Support and Network Administrator

The 2003 SBS server I was hired to support was very old. I convinced them to purchase and Dell 2012 sever with 10 Dell 390 workstations.

I configured the new sever and work stations. Installed anti virus, anti ransomware and Ms Office 2010

Created a backup plan in Server Backup Suite with full weekly and incremental nightly backups using four TB USB external hard drives.

Logged in to the server remotely to ensure that backups ran correctly and established email alerts for server issues.

Installed the office’s three HP printers and configured them with the network.

Upgraded Peachtree accounting software on the server and all workstations.

Performed formulary database comparison and analysis.

PROVIDENT HOSPITAL—Chicago, IL 2006—2008

Provident Hospital is the first African-American owned and operated hospital in America. Managed hardware and software for the inpatient/outpatient pharmacy’s 15 PCs and Windows servers.

IT Technician

Monitored and maintained all pharmacy PCs, servers, printers, scanners, and fax machines.

Created ghost images of computers and trained end users on the PC systems.

Added and administered user accounts, installed and maintained hardware, and troubleshot problems in the Pyxis 3000 pharmacy system.

Ran daily and monthly pharmacy reports in AS400.

Helped the Assistant Director with data archival, extraction, and creation of custom reports.

DEPAUL UNIVERSITY—Chicago, IL 2005

DePaul is a private university serving over 24,000 students. Supported faculty, staff, and students with help desk, desktop support, upgrades, and technical troubleshooting for PCs and Macs.

Level 3 Desktop Support Technician (Contract)

Resolved network connectivity and remote VPN issues; applied patches and virus updates.

Assisted end users with account setup, password resetting, and training on equipment and software.

Conducted video conferencing sessions and operated audio/visual equipment as needed.

Utilized Peoplesoft ticketing system to document help desk calls and resolutions.

Formal Education

Associates in Computer Science

Control Data Institute (CDI)—Chicago, IL

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