Manager Support
Resume:
Clinton McPherson
**** * ***** ***, *******, AZ – Phone: 480-***-**** – Email address: *********@*****.***
Skills:
Proficient with MS Office Application suites 2003- 2019 and Office 365
Extensive experience with troubleshooting, fixes and workarounds with Windows OS versions 2000, XP, Vista, Windows 7, 8 and Windows 10 on both 32bit/ 64bit systems, Thin Client support as well
Experienced with Android Tablets and Smart Phones support for OS versions 2.3 to 8.0(Rooting and Custom ROM installation too) and most Debian based Desktop Linux OS, limited RHEL flavor knowledge
Have working experience with the following Enterprise Front/Back end Domain Consoles: Various Windows Admin consoles and other Non-Windows consoles including MS SharePoint Team Site Administration, Salesforce access administration, Office 365 Admin, Splunk, Cisco Meraki for WAP Administration, Symantec( Altiris, SEP manager, PGP Encryption management), McAfee ePolicy Orchestrator, McAfee Safe Boot Disc Encryption, IBM Tivoli(TIM), Active Directory, Vintella ADUC for UNIX Access, Help Watch UNIX Exterm, Exchange Server, MDM Mobile Iron Administration, RSA access management
Have limited utilization /support experience with various brands of Enterprise Virtualization products such as Oracle VM Virtual box, VMware product line, Citrix Xen desktop- Xen apps
Working experience with Confluence and Jira2 sites for KB, Project info and Access
Proficient with most advanced Windows commands for troubleshooting a system, network and OS issues including PowerShell tools for remote host service and file administration
Have working experience with several Networking/Management Protocols: RDP- SMTP- POP3- ADSL- VDSL- VPN- DHCP- LDAP- DNS-SSO-Okta- WLAN/LAN- WAN-Streaming Protocals-802.11AC and 802.1x
Have Proficiency with Imaging and Endpoint Software Deployment Management Consoles such as Altiris, SCCM and Acronis for cloning
Proficient with common Enterprise Incident Management/Ticketing Systems such as Service Now, Clarify, BMC Remedy, BMC Track It, PAC 2000, Heat, HP Helpdesk, HP Service Manager, Cherwell, CRM, Serena Business Manager SBM and Clarity
Have working experience with many versions of remote desktop clients for end users on Mac OS and Windows platforms: Dame ware- Go to assist Expert- LogMeIn- Office communicator remote assistance- MS Lync- Remote Control- Terminal service clients- RDP- WebEx Meeting- SCCM 2012 Remote Control, Adobe Connect, Skype Business RDP and RADMIN
Adept with working in a fast paced environment, excellent interpersonal skills, work well with others as well as independently, ability to learn quick, can multi-task, am very detail oriented
Objectives:
It is integral that I gain advancement and a successful track record in a professional work environment with an organized and structured established company. Am excited to learn emerging technologies and cross-train for more advanced opportunities. Am great with working alone on projects and works well with teams too. Have great interpersonal skills and communications skills. I seek one bottom line, the urgent delivery of Superior and timely Customer Service by resolving problems with complete resolution.
Experience Overview:
My skills sets and experience consists of 10 years of General Call center (External and Internal Customer Support), Onsite Level 3 Help desk Administration, Remote and Onsite Systems Support Administration, (No Server Support yet) Some advanced Network troubleshooting. Active Directory and Exchange Domain administration along with over 4 years of Citrix Receiver and XenApps Administration. Have a broad range of specialized skills as well, such as ID and Account management with various Advanced Domain Admin consoles and PowerShell tools experience. Can be trained on unfamiliar/Proprietary systems quickly. Have some Linux/UNIX virtualization self-training experience in VMware Workstation player 14. This was accomplished by following online tutorials and blogs to completion. Built a LAMP Stack and Single Master Node Apache Hadoop on Open SUSE and Cent OS server flavors, added Nagios to monitor activities on both server setups.
Career path:
Took a brief IT Career break from August 2018 to December 2018- worked in a friend’s business part time- in addition to some MS/Linux/Service Now/Okta/Salesforce related online training
Wells Fargo Retail Support Contractor Chandler, AZ 7/2016 to 7/2018
Remote Systems Support Admin – SSG 3rd level TC Support – Community Banking Technology
Works with a 9-member team of other Nationwide remote admins, mostly in NC
Provide support using RDP to over 1000 branches Nationwide
Heavy Store Vision Domain administration along with various other tools such as PowerShell tools, AD, DHR, Remote XML Host Scan tool and various advanced CMD line for Network diagnostics
Heavy Data Engineering/Management with mostly Script based installers and uninstallers and MSI
Works closely with Technology Connections 1st and 2nd level for ticket resolution
Supports HP Field Technicians that are dispatched by TC 2nd level for onsite support to all branches by way of a page system that send email alerts
Works closely with QA teams that are testing out newer versions of Peripheral Store Vision hardware and software
Express Scripts DOD TPHARM Contractor
National Field Services PC/LAN Technician Tempe, AZ 7/2015 to 2/2016
Work with various onsite teams at primary Tempe sites for all Customer facing Office Users and Robotic Pharmacy radio calls pertaining to various issues that encompass Heavy Applications Suite Support, Laptops, Desktops, Printers, Network issues, Scanners and unique software driven Robotics for Pharmacy Dispensing and order fulfillments worldwide
Working with an IT team of 4 on dayshift and 2-night shift Technicians in a 22 hours a day operation
Occasionally perform PC refresh and Asset management Projects at 2 other sites in the Tempe area depending on deadlines and Management/Company needs
Early Warning Services
Technology Support Service Administrator Scottsdale, AZ 12/2014 to 5/2015
Provide Onsite and Remote support for 400+ users with a team of 5 supporting Laptop-Desktop break/fix, Juniper VPN, Network/ Local printers and heavy application support including Microsoft Office suites 2010 and 2013, Full line of Cisco products, Full line of Symantec products and various QA and Developer application suites such as MS Studio 2010, HP ALM, Fortify, Eclipse and Intellij Idea Jet Brain
Heavy Domain administration within several consoles as follows: AD, Vintella ADUC, Exchange, RSA, Juniper Networks, Symantec (SEP, Encryption, Altiris agent), Verizon Business iPhone management, Random Password Manager, Cisco Unified (Voicemail resets only) and MDM Mobile Iron Admin
Perform remote and local software installations/configurations using Altiris Endpoint software deployment, Goto Assist Expert, WebEx Meeting and RDP along with Licensing and Activation
Limited SharePoint Site Admin experience for all internal Team sites
Epiq Systems Inc. IT Service Desk Technician Phoenix, AZ 04/2014 to 06/25/2014
Provided various Onsite support for 150+ users in a Global Legal Data Community including PC/LAN break fix issues as well as various Network and Access troubleshooting
Assisted with New hire setups involving Network account creation in Active Directory and Exchange server as well Lync Admin console and RSA software token console
Configured New Hire and PC refresh machines with SCCM imaging tools and rendered various applications support even for in-house applications
Cloned Hard drives using Acronis True image as well supported MS Bit Locker Drive encryption
Wells Fargo EAM (Enterprise Access Management) ACT Onboarding Dept. Projects Contractor
Information Security Analyst 2 Chandler, AZ 10/2013 to 04/2014
Attended various Meetings/Conferences (LiveMeeting and Bridge line) with all members of the ACT Application Onboarding Project teams to input status, discuss Document/SharePoint updating if needed, analyze checklists of Project progress, Discuss modifications to Project Planning and Improvements for file quality.
Amongst a team of Remote Information Security Analysts, Business Systems Consultants, Project Managers and Technology Managers, we assist in the coordination of various phases of Application Data file validation, Plain business language application description feeds, Database feeds and Implementation in both Production and QA Environments (handled by Engineers and Developers using NDM + tools).
Wells Fargo TM (Treasury Management) Client Services Dept. - ISA for Wholesale Banking
PC/ LAN Support and Access Services (DAS) Contractor Chandler, AZ 12/11 to 11/12
On a team of numerous remote ISA/Administrators and Work flow coordinators that work in other states across the nation. We coordinated our efforts in PC/LAN break-fix issues and mainly requesting computer equipment, software implementation and Network access and Building Access needs to all of the Wholesale banking division of the Enterprise.
In addition to using multiple web based ticketing applications such as BMC Remedy/PAC2000 and BOTS (Business online ticketing system), there is also 6 primary web based Access Request Systems including IBM Tivoli (TIM) that are utilized as well.
The need for communication by Email, IM and Phone calls to management and requesters is very frequent both inbound and outbound to attempt creating a seamless delay in completion of requests.
Apollo Group -University of Phoenix, Teleflex Project/ Level 3 Help Desk
Systems Administrator /Asset Control Management Dept. Contractor Phoenix, AZ 06/11 to 8/2011
Provided assistance with receiving and imaging new PC's, Laptops and miscellaneous technology assets in the ACM storage area for reconditioning and redeployment for other installer teams/IT Depts.
Assisted with Tier 3 Onsite and remote support for all members of the Organization
Provided configuration support, shipping and Deployment of Aruba routers and Avaya 1X IP phones for the Teleflex Project
Assisted with New hire and PC Refresh setups as needed for 30 campus and administrative sites in the greater Phoenix area
Standby support for onsite desktop and networking needs for laptops, desktops and network printers for students and staff
Wells Fargo Technology Connections– Security Service Center, Technical Services Specialist, Contractor Chandler, AZ 02/2009 to 04/2010
The role entailed receiving internal only helpdesk calls, 30-70 per day, pertaining to password resets and various corporate internal logins for all Wells Fargo contractors and full time employees.
Further support training later involved general Desktop and Networking break/fix assistance for mainly Retail bank branches for application support and limited server support along with a wide use of IBM Tivoli(TIM), Active Directory, Exchange Server to assist users in QA and test environments for pilot Databases and applications
Provided Access support to internal Mortgage Bankers using Mainframe tools such as CPI and FDR
Used terminal services for remote login into 2003 Exchange Server for shared email account administration
Was responsible for routing calls for upper level support to other internal helpdesks as well as escalate to Access Management, who is responsible for the ART engineering and development
DISH Network/EchoStar Call Center TSR-3
Phoenix, AZ 07/2008 to 10/2008
Received inbound calls from field techs and predominantly customers, 30-70 a day, for various issues revolving around DISH Network equipment internal and external of the customer’s residence
The requirements were an in depth understanding of multiple versions of receivers’ functionality, software and programming set on the account to render an accurate diagnosis and resolution to all issues
The position also entails the use of various in-house windows software tools and database reference sites
Add and remove to accounts any programming, as well as making billing adjustment
AT&T Uverse Division - Advanced Tier 2 Technical Support Contractor
Mesa, AZ 11/2007 to 06/2008
Responsible for inbound calls,30-70 a day, from customers and various departments specific to Uverse installation and repair, PC/Lan break fix of most OS and computers
First call resolution is a priority to ensure customer satisfaction
Utilized various specialized software diagnostic tools to support customers, I&R Technicians, MLAC agents, Tier 1 agents and Sales department
Assist with information on how to restore connections and services
Responsible for dispatching for repairs, creating or changing orders in a system called OMS for the devices to function at the member’s premise
Take ownership of calls that pertain to the escalation of issues to higher level departments via email templates and call transfers as needed.
Internet Speedway E-Commerce - CSR/TSR Mesa, AZ 03/2007 to 11/2007
Handled calls within a broad range of issues, including billing inquiries, refund requests, upgrade information, design related problems and email requests of various information lists that we have available to any of our clients
Utilized components of Microsoft Office as a system necessity, to analyze and alter any of the various client accounts that are called about each day
All representatives make common use of the internet, being that our client accounts, websites and administrative software for the staff are projected in this way with password protection
2Wire Call Center- AT&T Tier 1 PC/LAN Technician Contractor Tempe, AZ 01/2007 to 03/2007
Supported all ADSL AT&T customers over the phone Remotely as a level 1 Technician for Computer and Network connectivity issues and outages, (Non Uverse customers)
Escalated advanced technical issues to upper level depts. Per the ticketing system CRM and warm transfers
Education and Certifications Training:
GED Gateway Community College Phoenix, AZ 5/ 2013
Brainbench.com Transcript ID#: 7590535- 4 of them relevant but Expired
MS Windows Vista Desktop Administration
Windows 7 Desktop Administration
Computer Fundamentals (Win XP)
Macintosh OS X 10.4 Desktop Administration
The following are Certifications I have Equivalent Mastery of:
A+
Network +
MS MTA
MS MCP
Oracle VM Virtual box
VMware Desktop products
The following I am presently studying:
MCSA - training underway
LPIC -1-2-3 to acquire Linux/UNIX Professional Certs
References and Project work documents: available upon request
Contact this candidate