Technician Software

Mark W. Kergan

**** ********* *****, ******, ** *0519

678-***-**** (C)

*******@*******.***

INFORMATION TECHNOLOGY

An experienced System Specialist with extensive technical and support

expertise in information technology, as well as an accomplished team leader

with proven ability to manage projects using effective communications and

networking skills. I also have a strong background in client/server network

systems.

PROFESSIONAL EXPERIENCE

Compucom July

- August 2013

Migration Technician

. Migrated over 200 PC's and laptops to Windows 7 and Office 2010 using

SCCM.

. Tier I break/fix support for customers that had issues related to the

migration.

firstPro June

2011- Nov 2011

Tier III support

. Tier III support for POS systems for major fast food franchises.

. Removed, replaced POS servers at franchise locations.

. Remotely backed up all data, and installed up to date software then

restored all data generated by the franchise.

From Jan 2011 to May 2013, I was a full time student attending Kennesaw

State University.

Verizon, Atlanta, GA

System Specialist

2004-2011

Responsible for 24x7 monitoring and technical support for LAN that included

CISCO network components and facilities encompassing routers, hubs, and

switches as well as physical facilities.

. Managed the networks of two sites in the Atlanta area. Equipment in one

site had national implications if an outage occurred.

. Troubleshot and corrected Tier III issues

. Worked with Verizon Wireless for approximately one year in bringing up

new stores. Responsible for installing the Cisco router configurations on

the equipment prior to opening.

. Supported 200+ end users in 4 sites over 2 states on Windows 2000/XP

platforms. Responsible for the troubleshooting and resolution of issues

such as software installations, upgrades, and hardware conflicts.

. Configured and managed two static TCP/IP segments via DHCP server.

. Reviewed, tested and recommended multi-user software that met common user

requirements, and integrated them with existing software.

PC Technician/Network Administrator/Systems Administrator Help Desk

Technician 1998-2004

. Maintained a Fast Ethernet network for over 350 users and support

activities such as assigning static IP's, adding users to Domains,

assigning user security profiles, creating and managing groups, print

queues, management of passwords, file access and system backups.

. Performed extensive technical support for end users using HP and Dell

desktops, solving 90% of issues within one day, without visiting the

customer's site.

. Deployed and managed MS Windows System upgrades; Migration of user's

configuration; upgrades of all users' software; Monitoring newly

installed software for performance.

. Troubleshot and corrected Tier I and Tier II break-fix issues. Used

helpdesk software program LANDesk.

COMPUTER SKILLS

Proficient in Microsoft Office Suite 2010 and 2013, Visio, Project,

Outlook, Remote Desktop, VMWare, Windows 7

EDUCATION

Bachelor of Science, Information Systems

Kennesaw State University, Kennesaw, GA May 2013

Associate of Applied Technology, Information Security Specialist

Gwinnett Technical College, Lawrenceville, GA, 2006

Associate of Applied Sciences, Networking Specialist

Gwinnett Technical College, Lawrenceville, GA, 2004

Associate of Science, Computer Science

Community College of Rhode Island, Kingston, RI, 2000

CERTIFICATION/ASSOCIATIONS

. A+ Certified Service Technician, February 1999

. Georgia Work Ready - Gold Plus Certification

. Microsoft Certified Professional (MCP) 2002

. Association for Information Systems 2013

PRIOR EXPERIENCE

U.S. Navy Veteran - Held Top Secret Security Clearance.

. Managed 15 people in the assignment of their duties official

evaluations and in their professional advancement over a 6 year time

frame.

. Responsible for the entire Northeast sector's installation of software

that automated the delivery and distribution of U.S. military

information.

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