Management Support

SAM GUCUYENER

*/*** **** ******, **********, ****

Email: **************@*******.***

Mobile: 045*-***-***

Experienced IT support specialist with proven success priding high quality technical solutions.

Expert troubleshooter with advanced skills, adapt at resolving the most complex technical issues.

Driven to achieve excellence and thrive in fast- paced, high pressure environments. Outstanding

communicator with sophisticated interpersonal skills, dedicated to providing exceptional client

service.

Professional Experience

Hardware

HP servers, desktops and laptops (HP, Toshiba, Compaq, Dell, IBM), switches, docking stations and

monitors, patch paneling, printing and faxing machines (HP, Fuji Xerox and Aficio), UPS systems, Backup

tape devices, Telstra wireless cards, PDA’s, smart phones, Tablets, PABX Systems, ISDN, VOIP, Cisco

Routers (ADSL)

Software

Windows Server (NT, 2000, 2003, 2008), Windows Client (Windows 2000, XP, Vista and 7). Microsoft

Office (2000, XP, 2003, 2007 and 2010) Mobile O/S (Android, iOS, Windows Mobile and Black Berry

O/S's), Watch guard Firebox (Firewall), Symantec backup exec, SynckBack, Symantec security,

Symantec Mail, Active Directory 2003/2008, Exchange Server 2003 and 2007, IIS, SharePoint, Fuji Xerox

management, Adobe Suite Products, Business Portal, iMIS (CRM Application), Drupal 7.0, SCCM, AS400,

RS6000, SAP, Office 365, Oracle Box, Cacti, Nagios

Spotless (Feb 3 2012 - Present)

(Senior Service Desk Analyst L 1 & 2 for 5000+ staff)

Provided software support for Windows XP and 7 issues on a client side operating system level. My duties

were also to provide support for virtual hosting environments such as Citrix. On a standard software level

provided support for Microsoft suite products (2007 & 2010), Business Applications (AS400, SAP,

RS6000, WMS, SharePoint)

• Hardware level support for laptop, desktop, Tablets, printers, scanners, smart phones, PDA’s and

Tablets

• Provided Network support for our remote clients, performed necessary diagnosis and

troubleshooting for LAN/WAN issues with tools such as Nagios, Cacti and some command line

tools via windows.

• Created user accounts, security/distribution groups and assigned to relevant accounts in Active

directory 2003 & 2008. Resolved issues in AD that related to account problems.

• Used office365 to manage email accounts via PowerShell.

• Used ticketing system called Service Now to log and respond to issues raised.

• Created and updated documentations on SharePoint.

• Rotated on call IT assistance after work hours.

• Strictly ITIL environment

Other duties: Searched for better documentation methods within SharePoint

Hewlett Packard (Mar 2011 - September 2011)

(Contracted to Commonwealth Bank, Amcor and Paper Links)

• Same tasks as Spotless more physical contact with the users rather than remote assist and

phone tools.

• Much more in depth support for hardware as we were on client sites and also had to perform

hardware replacements when necessary for desktops and laptops.

• Provided LAN/WAN support for sites

• Used ticketing system called ICE

• Updated documentations on SharePoint

• Strictly ITIL environment

Spatial Info (Nov 2010 – Mar 2011)

(Desktop Support, Junior Network and Systems Administrator)

• On a Desktop support level provided hardware support for all desktops and laptops. Isolated and

replaced faulty parts when necessary. Other services provided were for peripherals and devices

such as printers, scanners, cameras and smart phones. As software level provided services for

client operating systems such as Windows XP, Vista and Windows 7, performed imaging via

Ghost and image-X. With non-operating system level provided support for Microsoft office suites

Excel, Outlook, Word, PowerPoint, Publisher and Access (versions: 2000, XP, 2003 and 2007).

Other non-Microsoft products such as Visual Studio, AutoCAD and other third party software. I

was also required to setup conferencing via WebEx to establish connection between our Los

Angeles and Melbourne site. On a basic network level installed made sure wireless broadband

connections and VPN’s where functional for our users, also resolved LAN issues on site.

• On a Junior Network and Systems administrator level worked on multiple server operating

systems such as Windows NT, 2003 and 2008. Worked on DNS (name resolutions), DHCP (IP

scope management), IIS (Intranet management and other testing sites), and AD (account

creations and object management). Rebooted services or isolated and fixed service related

problems with our servers (eg. FTP issues, IIS issues etc).Performed patch updates for server,

client side operating system and for all company software. Used Exchange 2007 provision

console to add/delete and modify user accounts. Administered Ricoh Afficio laser printers by

creating/removing user accounts via console and modified as necessary in order to provide

services like scan to email functions. Setup virtual desktop environments for our users for

testing via oracle box. Performed daily and weekly backups with SyncBack and recovered files

when necessary. Documented assets as part of control and management process. On a

networking level maintained and resolved issues that were related to switches, patch panel,

VOIP/Routers. Used Firebox router to monitor and open ports and links, also create and

removed VPN accounts.

Projects and Achievements:

- Setup Oracle Linux and used samba for sharing files with windows environment

- Assisted in design and setup of network for secondary office within site.

Miarks Innovations (July 2006 – Nov 2009

(Help Desk/Desktop Support, Junior Network and Systems Administrator)

• On a desktop level support provided same duties that were performed at Spatial Info with broader

scale such as resolving wireless issues on company’s cars, provided remote connection support

for remote clients. On an operating system level windows XP and Vista where used and on a

non-operating system scale office 2003/2007 suites where used. Installed and configured

plugins for a CRM system called iMIS. Additional support was emphasized on PDA’s.

• On the server and network side provided same services as Spatial Info with some broader

services such as onsite exchange administration, setup offsite LAN and established VPN

connections between sites for exhibitions. Some minor difference with software, we used

VERITAS/Symantec Backup 11d/12 for backups. There was also some minor differences with

hardware structure we used Xerox laser printers, however duties of console management was

pretty much the same. We also used PABX system onsite, patching was done time to time to

redirect extensions, phone extension and voice mail setup was done via additional server. Other

additional tasks where to update companies intranet via Drupal and to maintain terminal service

connections for internal clients that hosted shared applications for users.

BCA/IT (May 2005 – April 2006)

Desktop Engineer

• Assisted in replacing desktop machines and other units for Melbourne Water, Connex, and Box

Hill Institute TAFE. Migrated the data back to user’s machine, installed all required applications.

• Performed troubleshooting/diagnostics when problems aroused.

• Assisted in team leadership when asked from management and made sure all tasks were

complete prior to deadline.

Preston Computers (January 2004 – May 2005)

IT Technician

• On a hardware level performed desktop and laptop repairs for clients. Quoted custom PC’s and

built machines for clients. Support for printer and scanner issues, and any other peripherals.

• On a software level support for client operating systems such as Windows 2000/XP, and on a

non-client operating system provided support for office suites 2000, XP and 2003.

• Data recovery and virus removal

• Support for SOHO (Small office home office) based connection issues

• Provided sales for computer parts, accessories and programs

Certifications / Training/ Education

2002 – Certificate IV in information technology

2003 – Diploma in Network Engineering

2005 – Certificate IV in information technology (Web Design and Administration)

2008 – CompTIA A+ Certified

2011 - Certified and Trained on HP Commercial Laptops and Desktops

2012 – CompTIA Network+ Certified

2012 – MCITP - Enterprise Desktop Administrator

2013 – CCNA (In Progress)

References

Available upon request.

Contact this candidate