Ph. 214-***-**** cell

ac8hvv@r.postjobfree.com

ac8hvv@r.postjobfree.com

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

Plano, TX 75023

Paul L. Waldrop

Objective

Computer Support Consultant with 20 years experience in troubleshooting and repair of computer systems software/hardware, as well as, 5 years computer networking experience with routers and switches, and 15 years experience with wireless networks, and 19 years supporting remote sites such as stores, distributors, and employees. Experienced in Windows Products, from Windows 3.11 to Windows 10, MS Office products from 97 to O365, OSX, and various Linux distributions. Experience with multiple call tracking software packages including HEAT, ITSM, Connectwise, and Kaseya. Seeking a position with an established organization where hard work and initiative can lead to a position of substantial responsibility. Certifications earned MCSE, MCP, MCP + I, DCSE, HDI Support Center Analyst, Leopard 101 Support Essentials V. 10.5, HEAT Administrator, ITSM Administrator, Connectwise Technician.

Experience

2017 – February 8, 2019 Intelligent Technology Solutions Dallas, TX

Primary NOC support for 200+ clients. Clients varied from HOA entities to financial and investment firms. Utilized Connectwise, Automate, GotoAssist and Kaseya for support of remote clients. Support entailed configuration of workstations, install of multiple software solutions, and support of software. Troubleshooting of various hardware and software issues. Supported Windows and Macintosh computers, Microsoft Surface, IOS devices and Android Devices. Support of Cisco IP phones. Support of Printers and Scanners of various types. Installation of wiring, switches, and routers for networking. Onsite support, when needed, and when supporting on-call rotation. Support of Executive and general level users. Supported Eset, McAfee, Symantec, Autocad, Adobe, Quicken, Bloomberg products, as well as any products the customer utilized.

1999 –2017 Interstate Batteries Systems of America Dallas, TX

Network Administrator II (VOIP phone configuration and deployment using Cisco Unity and Cisco Call Manager software and Cisco IP phone systems

Created and maintained Shoretel cell phone accounts for over 100 users

Assisted in deployment/upgrade of various Juniper routers and switches

Using SolarWinds, monitored over 60 sites for connectivity, and IP address issuing when requested

Worked with various vendors to ensure that key network systems and customers were serviced in a professional and timely manner

Worked with Cisco UC500 and 871 voice routers to maintain phone systems for remote sites

Responded to multiple high priority issues and worked to resolve the issue within a timely manner

Wrote initial troubleshooting procedures for response to various network issues, for use by 2 support centers

Ordered and configured circuits and equipment for deployment to Interstate Franchisee and IOT locations. Worked primarily with Juniper SRX routers, Adtran 7100 Netvanta, and Cisco 800/871 equipment, aircards and many types of circuits

Directly responsible for support of franchise stores, including working with vendors on network setup, setup of Juniper network equipment, and customer service

Worked various network issues, and maintained the daily queue for the Communications team

Working on various certifications, chiefly CCNA and Junos certifications

Senior Technical Support Analyst (Past postion of over 12 years)

Provided first and second level computer hardware and software support to over 1500 users, and retail stores, both local and remote, using a variety of tools

Maintained backups of systems using a variety of software tools

Troubleshooting of LAN/WAN networking issues

Using HEAT, and ITSM, logged all tickets for various issues, and directly maintained the queue to ensure all issues were addressed in a timely manner

As Administrator for both HEAT and ITSM, completed multiple configuration changes to the call logging software

Responsible for creating/maintaining images of all systems, using Norton Ghost, to ensure rapid re-deployment of systems

Troubleshooting/repair of Hardware/Software on Windows and Macintosh machines

Wrote many procedures for assisting users, and other analysts, in understanding software, and assisting in ease of doing their jobs, and provided one-on-one and classroom training, as needed

Directly responsible for addressing Severity 1 and 2 tickets, determining impact on systems and users, ensuring proper routing of tickets, and monitoring to ensure issues were addressed as rapidly as possible

Directly responsible for training of all new personnel to ensure that they had all the basic knowledge, to do their job, and then served as a mentor for them

Handled multiple projects, varying in size and complexity, including, but not limited to the following:

Upgrading all remote user laptops from Windows 2000 to Windows XP

Upgrading financial systems desktops from Windows 2000 to Windows XP

Upgrading Art Department Macintosh systems from G5 to MACPRO systems, and upgrading additional software packages

Upgrading servers to Server 2000 and Server 2003

Determining appropriate software for mapping of distributors and territories

All projects entailed determining vendors, scheduling upgrades, providing training to both Support Center staff and customers, ensuring minimal downtime for customers, and maintaining the project budgeting.

Handled purchasing for the IT department. This entailed finding vendors, negotiating pricing, ordering of software/hardware, and tracking budgets

Responsible for Hardware/Software Inventory, ensuring that all hardware was accounted for, properly tracked, and disposed of when needed. This included laptops, servers, monitors, printers, and other peripherals.

Maintained security for user accounts, using ADUC, providing needed permissions, password changes, account disabling (when needed)

Using Exchange server 2010 tools, created and maintained email accounts for Interstate Batteries

Support of remote store locations, including personnel, computers, and software

Troubleshooting of Peoplesoft and Citrix issues, for local and remote users, and assigning tickets as needed

Installation of remote site networking equipment (Routers, PCs, cabling)

Responsible for testing new equipments to see how it could be utilized by IBSA, and supplying feedback

Assisted in deployment of VMWare, and creation and updating of the virtual machine files used

Education

Interests

Computers, RC aircraft, Woodworking

Salary History

Intelligent Technology Solutions -- $60,000 per year

Interstate Batteries -- $77,000 per year

Personal References

Jim Mullins 2101 Knight Rd, Denison, TX 75020 903-***-****

Mark Smith P.O. Box 189 Gresham, OR 97030 503-***-****

Marvin Watts 1700 Pebble Brook Way Little Elm, TX 75068 972-***-****

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