Engineer Support
Resume:
Larry Griffin II
**** **** **** *********, **** *4105
EDUCATION
Bachelor of Science in Information Technology Specialization in Information Assurance and Security
American Intercontinental University 2019
Network Administration
October 2003 – June 2004
Heald College, Honolulu, Hawaii
GPA 3.5/4.0
Studies focused on application development, IT project management, multimedia design, technical planning, and business case analyses. Created working prototypes for numerous website projects and desktop applications.
Cryptographic Engineer, Electronic Communication
April 1997 – October 1999
Secure Communications School, San Antonio, Texas GPA 3.8/4.0
Specialized in Human Interface Design and Computer Networking areas. Contributed to team projects, to create simulated real-world applications. Served as Teaching Assistant for the introductory programming class, responsible for assignment grading, class review sessions, and one-on-one student meetings.
EXPERIENCE
Datacore April 2019 to present
Help Desk II
Respond to, and resolve, technical end-user service and support incidents
Resolve first tier and second tier issues while escalating complex and/or high priority problems through the appropriate channels
Maintain high level of customer satisfaction
Take full ownership and control of a problem or issue with minimum supervision
Compose clear and concise issue/problem documentation with all required data
Communicate with customers at all levels of technical and non-technical skill sets
Understand and relay information to clients concerning warranty of servers, desktops, and other miscellaneous hardware.
Onsite client visits
Smartsource July 2018 to August 2018
Single sign on with Imprivata adding card reader. Migrating data and user profile to new machine. Storing old machine and completing the data information format.
Advantage Resourcing 3-2017 to3-2018 HP
Support printer programs to sustain development and production site administration tasks.
Provide site administration support assist the production office in managing material and personnel resources at the primary and backup locations.
Oversight of the operational and technical support teams at all Ohio locations.
The task includes planning, monitoring, reporting, and directing routine activities performed to sustain production system and operational support.
Sterling (3/2014 – 5/2015) Supporting business clients in their use of desktop laptop and mobile technology by managing the people, process and technology involved. Providing first- third level service desk support; responsible for delivery of quality technical support for all desktop, laptop, and mobile devices, including troubleshooting, device deployment and repairs, software installations and upgrades, and user support training.
• Windows System Administration knowledge and experience
• Basic networking knowledge (Physical /Logical) Router, and switches
• Citrix – HP Desktop Director, VSPHERE Client
• Windows 7
• IP Phones – Cisco
• Symantec Netbackup – Daily tape backups with Cintas
• Comptia- A Plus
Randstad (10/2013– 1/2014) New York Life Insurance
• Setup, maintain and troubleshoot Microsoft Windows OS desktop and laptop computers.
• The building of desktops, laptops.
• Deployment of Company desktops, laptops.
• Install and configure software.
• Set up and configure printers, scanners, and other peripherals.
• Document issues and resolutions using the help desk ticketing system (BMC Remedy).
• Maintain inventory of all hardware and software resources and parts (BMC Remedy).
• Maintain excellent communication with all end users and other members of the technology department.
• Use knowledge base to resolve request and problems and first contact.
• Where applicable, suggest additions and corrections to the Help Desk Knowledge
• Will work closely with peers to resolve end user issues.
• Work with outside vendors as needed.
• Execute other assigned tasks that have been delegated
Integrated Strategies & Support, Inc. (10/ 2013)Arrow Electronics
Deploying a computer for a fortune five hundred company. Ensuring connectivity and software applications are configured for each and every client. Storing equipment for asset tag management and disposal.
Abbtech (07/ 2013) Kuehne + Nagel Brokerage Firm
XP to Windows Seven Upgrade deployment project for servicing/deploying computer equipment. Utilizing data and settings migration, imaging, application installation, and technologies. Follow verbal and written instructions and scripts. Certification in various hardware platforms for servicing hardware issues.
Smartsource (06/ 2013) Huntington Bank
Windows Seven Workstation deployment and inventory for a financial institution.
Bidpal Seasonal Tech Lead (02/ 2013- 06/2013) Catholic Charities
Working with Area Directors and Event Managers in a specified region, ensuring strong venue relationships. Conduct site surveys with event management team, venue contacts, and customers in the specified region. Manage the planning, setup, and installation of networks for events. Maintain procedure compliance. Take delivery at venue, setup, test, and maintain equipment for events. Manage teams of technicians during the setup, operation, and shutdown of WiFi events. Document the WLAN's architecture, design, and layout, including protocols, standards, and configuration. Maintain operating systems and supporting software or applications associated with cellular and WLAN operations. Monitor cellular and WLAN performance and troubleshoot problem areas as needed. Install access points in designated locations; inspect connectivity and signal strength where required.
ls. Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems - Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (ie software, hardware and client specific applications). Document customer requests in the appropriate call tracking system. Route tickets accurately to second level support when needed. Stay current on and adhere to established policies, procedures, and documentation.
Skills
A/S 400
Oracle
Microsoft Windows® operating systems from 95 to Ten
Citrix
Windows Vista/XP
Windows Server 08
Windows NT Server
Exchange Server
OS2 Warp
Mac OS
Norton Ghost
Symantec
Norton
McAfee
Live One Care
TCP/IP
ISO/OSI
Ethernet
FDDI
VPN
VCN
Remote Software
IBM Tivoli
VMware
HP Desktop Director
Lotus Notes
Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®), Microsoft Project, and Microsoft FrontPage®.
Switches
Wireless Routers
PBX
Network Printers
Certifications
A Plus Certification
Specialist for Verizon Cellular
Systems Support
Blackberry\ BBAC
Air Cards\ XP Cards
Iphones
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