Desktop Support Software
Resume:
MARK COLLINS MCSE, MCP, A+
Chehalis, WA 98532
***-***-*****-*****@*******.***
Experience:
*/** - ******* ********** ********** Solutions
Service Desk Hybrid (ITS 2)
Single point of contact for all WaTech customers. Follow established work methods and procedures to complete tasks. Consultation with customers to identify and analyze technology needs and problems in support of ensuring the uninterrupted availability of WaTech networks, data, video and voice, secure Internet access, WaTech mainframe systems, applications and secure remote access. Independently perform pro-active problem analysis, monitoring, maintenance, and consulting tasks for complex project and operational problems. Working within a large multiple mainframe and client server environment within the State Data Center. Regular maintenance completed in order to avoid potential system degradation or outages.
2/15 – 12/15 Alta Forest Products
System Support Specialist
Responsible for all day to day helpdesk, desktop and networking support for 4 cedar mills in Washington and Idaho (450 employees). Installed all system components, peripheral hardware (large format printers) and software applications. Diagnosed, troubleshot and resolved client hardware and software issues, either locally on site or remotely offsite. Installed and networked security mill cameras. Upgraded all Windows XP client machines to Windows 8.1. Responsible for all active directory adds, moves, changes and deletes. Configured and installed each client on Outlook 365. Setup Terminal Server sessions for clients in specific locations. Maintained all firmware upgrades for all servers. Responsible for migrating all users and computers from current server to new server. Responsible for all website maintenance, upgrades and changes as well as metadata content. Responsible for smart phone setup, configuration, upgrades and troubleshooting. In charge of all software/hardware purchases for clients. Backup to Network Administrator. Kept inventory of all software/hardware. Tracked and disposed of all old hardware and software.
2/12 – 2/15 Washington State Patrol
Information Technology Specialist 2
Complete tasks on computers and/or telecommunication software/hardware, applications, support products, projects, or databases for small scale systems or programs or pieces of larger systems or programs. Provide technical assistance over the phone, in person or through remote desktop/remote assistance for a variety of hardware, software and specific applications. Enter IT problem descriptions and troubleshoot the issue sufficiently and if need be, escalate the problem to the correct IT support group. Perform standard tasks such as consulting with customers to identify and analyze technology needs and problems; responding to and resolving trouble reports from users; processing equipment and service orders; coordinating installations, moves, and changes; analyzing problems for parts of applications and solving problems. Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software and always following design and/or installation specifications. Advanced knowledge of printer troubleshooting. Entering commands to observe system functionality and to verify correct operations and detect errors. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. Develop and conduct application, software and/or system operation training for users; or serving as part of a problem solving team addressing more complex issues. Confer with staff, users, and management to establish requirements for new systems or modifications. The majority of tasks are limited in scope and impact individuals or small groups.
2/07 – 2/12 Centralia College
Information Technology Specialist 1
Diagnose and resolve hardware problems. Install system components and peripheral hardware. Provide documentation to customers (technical emails regarding changes, test plans, implementation plans). Implement cable installations. Identify customer problems on the use of application or applications installed on multiple platforms and suggest remedies. Isolate application or system problems and coordinates resolutions. Continually networking problems and solutions with co-workers or other IT specialists. Experience/training with Routers and Switches. Experience with Active Directory and Exchange. Coordinate moves, changes and deployments. Perform training activities as needed. Review system logs and messages to identify events and errors. Run hardware and software tests. Schedule and implement on-going maintenance such as defragging, cleaning printers and obtaining the latest virus checkers. Implement, coordinate and run Interactive TeleVision system on campus. Receive and inventory software and assists in the disposal of surplus property.
2/06 – 2/07 Kinetic Datacom
Technical Services Manager
Information Technology Manager for a Surgical Center in Longview, Washington. Installation, upgrade and configuration of network operating systems. Install, upgrade and configuration of computing, networking and internetworking hardware. Oversee the operation of printers, faxes, phone system and other peripheral equipment utilizing voice and data networks. Manage and troubleshoot WAN/LAN networks. LAN service and support including but not limited to adds, moves, deletes and changes to hardware and software. Security and virus protection updates and management. Monitoring of client enterprise performance including: analysis of error logs, system back-up, printers, data recovery and recommendations for improved system performance and upgrades. Manage vendors for projects and other support of customer network enterprise. Maintain customer files in accordance with predefined operation guidelines. Responsible for achieving cost objectives. Run and attend client meetings. Prepare and submit recommendations to Kinetic Senior Management for client needs. Provide Sales with opportunities for additional sales for client. Complete weekly status reports.
9/05 – 2/06 Security State Bank
System Support Administrator
Responsible for the entire system support (helpdesk, all hardware – Server, PC, printers, fax, phones and software) and network administration (active directory, NDS (Novell), backups, restores, disaster recovery) of Security State Bank (twelve locations). Supported the following operating systems, Windows 98, NT, 2000, XP and Novell Netware 5.0. Coordinated all network building and department moves. Responsible for all vendor negotiations. Time management was critical, so VPN, remote desktop and dameware became daily standards for me.
9/04 – 9/05 Centralia College
Information Technology Technician 2, ITV Technician
Coordinate and engineer all Interactive Television classes. Classes are connected (ISDN or IP address) to other Community and Technical Colleges throughout the country. Operate and maintain all cameras, audio-video, PC hardware-software and phone-fax systems during these classes. Responsible for all ITV vendor negotiations. Provide end-user support and technical assistance on all PC & MAC computer hardware, software, applications and peripherals throughout the college campus. Diagnosis hardware, software, application and peripheral problems and implement the repairs. Manage and diagnosis all computers via Active Directory, Ghost, Dame Ware, SIM/DIMM Check, Multimeter, Western Digital Quick Tester. Work in the Windows XP, OS-9 and OSX environments.
1/03 – 5/04 City of Kirkland
Desktop Systems Coordinator
Responsible for the effective operation and maintenance of city desktop and mobile computer systems and related peripherals in the City’s integrated network environment. Assist the Network Administrator in the administration of local and wide area network systems across the City,and serve as Network Administrator in the incumbent’s absence. Provide technical expertise and coordination in the troubleshooting,diagnosis, and resolution of issues associated with desktop and mobile computer hardware and associated peripherals, related operating systems and software utilities, and client-level network security and functionality across all City departments. On Call 24x7 for Police and 911/Dispatch Depts. Recommend detailed citywide standards for desktop and mobile computer hardware, related peripherals, and associated operating system and utility software. In coordination with the Network Administrator, play a key support role in the configuration, security and performance monitoring, disaster preparedness, backup & restore operations and general troubleshooting of server operating systems and related software utilities, data communication systems and related hardware systems composing City local and wide-area networks.
4/96 – 1/03 SAFECO Insurance
Technical Analyst/System Support Admin/Field Technician:
Remote Technical Analyst for all SAFECO Home Telecommuters throughout the entire Start of Washington (150 Remote users). System Support Administrator for SAFECO Law Office. Desktop support for 800 LAN connected users. Support, upgrade and maintain all computer hardware, software, applications and peripherals. Remote Access (VPN) installation and support. Racking, stacking servers. Setup, administration and support for 11 Telecommuting offices. Administrating voice/telephony systems. Project Management. Software and application training. Catastrophe Automation Coordinator. Provide input on all user hardware/software upgrades. Provide 24x7 support.
Education: 11/01: Shoreline Community College
CISCO Certified Network Associate (CCNA)
6/00: Shoreline Community College
Internet Information Server 4.0
4/99: ExecuTrain
Windows NT 4.0 Workstation
Windows NT
Administrating/Supporting Microsoft TCP/IP Win NT 4.0
1/99: Productivity Point
Networking Essentials
10/98: Productivity Point
A+ Certification
9/87 - 6/90: Western Washington University
Major: Political Science
Minor: Business Administration
9/85 - 6/87: Centralia College
Associates Degree
Certificates: Windows 7 Essentials
Enterprise Desktop Support Technician
Union: PTE 17
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