Desktop Support Manager

Stephen D. Witter

**** * ***** ****. 719-***-****

Colorado Springs, Colorado 80909 ********@*****.*** EDUCATION

AA/AS CIS, Pikes Peak Community College

Administering a Microsoft SQL Server 2000 Database, Techwise Updating System Engineering Skills from MS Win Server 2000 to Win Server 2003, Techwise SUMMARY OF QUALIFICATIONS

• DOD Secret Security Clearance – Current (Adjudicated 2011)

• Extensive and successful background in system and network analysis

• Hands-on experience in designing, implementing, and managing complex systems

• 18 years of strong professional experience with computer hardware and software

• Recognized as an effective and creative troubleshooter of technical systems

• Flexible and adaptable in busy work environments RELEVANT PROFESSIONAL EXPERIENCE

Technical Support Engineer 2

Oracle USA, Colorado Springs, CO 12/2016 – Current Provide technical support to Oracle Service customers for problem resolution related to their Oracle hardware. Support or facilitate resolution mediating between Oracle Technical Support teams and the customer in a timely manner. Escalate calls to the appropriate level of support with complete and accurate information. Display and maintaining a high level of professional behavior. Assist and ensure Customer Satisfaction goals are met. Document resolutions to assist with possible future problem resolution. Prioritize workload and manage list of outstanding customer queries. Act as a technical resource to peers as needed to help resolve customer problems for your area of expertise. Communicate confidently with Sustaining and Product Development Engineers in matters relating to the SPARC Team and customers.

(Environment) SPARC Hardware, Oracle Solaris 8 9 10 11, MOS, WebEx, Pidgin, ModePass DESKTOP SUPPORT TECHNICIAN/ VOIP ADMINISTRATOR

EVEREST UNIVERSITY ONLINE, (CORINTHIAN COLLEGES INC.) Colorado Springs, CO 03/2012 – 08/2016 Install, configure, and deploy desktop computers, peripheral equipment and software within established standards and guidelines. Work/monitor/escalate/close trouble tickets and work orders. Work with vendor support to resolve technical problems with Telephone and desktop software. Partner with Help Desk and Network Operations staff as appropriate to determine and resolve problems. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. Train and orient new staff on use of hardware and software. Work with procurement staff to purchase hardware and software. Assess functional needs to determine specifications for purchases. Install and troubleshoot corporate VoIP telephony systems. Reimage desktops and laptops using corporate image. Order computer supplies and replenish inventory.

(Environment) Windows7, Office 2010, SCCM 2012, ServiceNow, Cisco VoIP, UCCM, HP Desktops, Laptops, LAN/WAN

INFORMATION TECHNOLOGY SUPERVISOR

21 FSS/FSR, PETERSON AFB, CO 05/2011 - 02/2012

Manage the Non-Appropriated Fund (NAF) IT section. Distribute and balance workload among NAF Employees assigned to the section. Perform desktop support for the 21st Force Support Squadron (FSS). Receive and respond to trouble ticket requests from users. Instructs and trains new employees. Prepare performance feedback, evaluations, and disciplinary actions for assigned personnel. Maintain statistical data to monitor performance and budgetary requirements. Serve as an Information Technology Specialist with the responsibility of testing, debugging, and maintaining application software for the 21st Force Support Squadron (FSS). Consult with facility managers to determine common requirements necessary to meet their IT business needs. Serve as project manager for both large and small scale projects designed to study and recommend IT advancements. Act as liaison between network contractors and FSS facilities. Develop training documentation which includes information such as business rules, updates, and backup procedures. Conduct feasible studies to ensure backup procedures are effective. Perform hardware maintenance and repair on equipment as needed and conducts component replacement. Provide computer related training to the men and women of the 21st Force Support Squadron (FSS).

(ENVIRONMENT) WINDOWS7, XP, OFFICE 2007 SERVER 2003, ALOHA, REQTRAK, TMX, KVM, REMEDY. SENIOR HELP DESK TECHNICIAN/ SYSTEMS ADMINISTRATOR VOLT TECHNOLOGIES AT HEWLETT PACKARD, COLORADO SPRINGS, CO 10/2009 - 05/2011 Install, configure, maintain, and troubleshoot HP servers and storage systems (SAN), fiber switches (HP, Brocade, Cisco, Curtis Wright, Apcon), network switches (HP, Cisco), IP KVM and console switches (HP, Avocent), and cabling (fiber, cat5, power). Monitor network infrastructure and server surveillance and monitoring. Coordinate network problem resolution activities in a multi-platform environment. Coordinate and perform (if required) preventative maintenance activities. Open/work/monitor/escalate/close trouble tickets and work orders. Takes ownership of and manage IT incidents to completion. Manage lab work request system, WSUS, deployment server, and PCM cluster. Maintain effective customer communications and relations. Ensure completion of customer trouble tickets in timely manner.

(ENVIRONMENT) WINDOWS 7, XP, SERVER 2003, 2008 R2, OFFICE 2007/10, ACTIVE DIRECTORY, WDS, WSUS, DNS, VMWARE ESX, LAN/WAN, TCP/ IP, BROCADE, CISCO, AVOCENT, IP KVM, VLAN’S SAN/NAS, DHCP,RHEL 5.4, HPUX, RS232, CAT 5, CAT 6, FIBER CHANNEL.

FIELD SUPPORT/ TEST ENGINEER

NEWISYS DATA SYSTEMS, COLORADO SPRINGS, CO 11/2007 - 06/2009 Perform maintenance and repairs on customer storage systems working primarily on site. Understand customer goals. Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. Handles customer-relations problems promptly and appropriately, escalates issues according to established procedures. Actively participates in growth opportunities for new products and services. Verifies that product operates as designed. Provide technical expertise in testing and product knowledge. Produce accurate estimates and reports of test progress. Compile data and define changes required in testing equipment, testing procedures, manufacturing processes, or new testing requirements. Write test procedures, and under direction, test plans.

(ENVIRONMENT) SERVER 2003, 2008R2, CENTOS 5.3, RHEL 5.4, NAS/SAN, SAS/SATA, SCSI, TCP/IP. Desktop Support Technician

COLORADO SPRINGS HEALTH PARTNERS, COLORADO SPRINGS, CO 09/2005 - 11/2007 Compose and execute customer trouble tickets in timely manner to maintain business continuity. Encompass HIPAA privacy and security rules. Build relationships with Software venders for testing Server systems and components before actual system rollout. Utilize VNC for remote administration and troubleshooting of Servers and Computers. Maintain computer inventory and documentation of network. Manage Trend Micro Enterprise Anti-Virus software and updates on all servers and desktop PC’s. Participate in Network Administration. Configure network components and associated services including assembly of network hardware. Performs network troubleshooting to isolate and diagnose common and complex network problems. Respond to needs and questions of users concerning their access of network resources. Manage daily Server data backups using Symantec Veritas Backup Exec. Utilize Active Directory for domain users and group accounts. Set up new computer user accounts, email mailboxes and software application privileges Responds to IT requests in a timely manner and communicates commitments to IT Manager.

(ENVIRONMENT) WINDOWS XP, 98, OFFICE 2003, AIX 5.2, REFLECTIONX, PALM, HP PDA, ADP, SOLOMON IV, GROUPCAST, PENCHART, VNC, TRENDMICRO, BACKUPS, ACTIVE DIRECTORY, LAN/WAN, TCP/IP, DHCP, WIRELESS. Industry Highlights

• Expanded architecture from multiple servers in a more reliable environment

• Successfully rebuilt over 2000 desktop PCs and upgraded operating systems to enhance productivity

• Developed employee training room and created dual-purpose private training network/test lab

• Assisted in design and implementation of network-wide comprehensive data disaster recovery plan

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