Manager Customer Service

Richard Hinds

IT Analyst

Atlanta, GA

*******.*****@*****.*** - 404-***-****

Ambitious professional with experience in a broad range of IT infrastructure implementation and support,

Project management, quality assurance and technical training roles; bringing a proven track record of success

and growth in various IT roles while assuring the highest level of service. Recognized as a leader and

visionary who is self motivated to consistently be an asset to the organization, while assuring high standards

of excellence.

WORK EXPERIENCE

IT Analyst

TMX Finance - Atlanta, GA - October 2012 to October 2013

Atlanta GA 10/2012- 10/2013

TitleMax is one of the nation's largest and most reputable title lending companies. Since its inception in 1998,

TitleMax has expanded to over 1,000 stores spanning 12 states. TitleMax strives to offer some of the lowest

interest rates on title loans in the industry, while providing a superior level of customer service.

IT Analyst

Responsibilities:

• Provided remote support to on-site and field employees on IT issues including system access, operations.

• Hardware/software license tracking.

• Extensive application user support for proprietary software along with updates and patches.

• Handled special projects such as new location setups including verifying assigned assets against warehouse

request and new software implementation.

• Environment: Active Directory, Exchange, Windows XP and 7, Office 2010 including Outlook OWA, MS

Forefront, Bomgar Remote Support, AirWatch and other proprietary applications.

IT Analyst

TechBridge - Atlanta, GA - February 2012 to June 2012

Atlanta GA 2/2012- 6/2012

TechBridge is an Atlanta-based nonprofit with one mission - to help other nonprofits use technology to do more

and serve more people. TechBridge has provided IT consulting, hosting and outsourcing services to hundreds

of nonprofits by connecting their needs with the skills, experience and financial resources of the technology

community.

IT Analyst

Responsibilities:

• Utilized Labtech remote monitoring and management Suite to Identify, collect and analyze information, audit

and manage workstations, servers, printers, routers and mobile devices.

• Group assets by operating system, application, or location for ease of management. Collect, analyze and

manage hardware and software information such as assets, configurations and installed applications on

Windows, Linux and Mac operating systems.

• Remotely oversee and manage workstations, servers, routers, printers and other network devices over

the internet with various remote support tools, such as, Labtech, Dameware, Remote desktop manager and

Logmein.

• Perform and troubleshoot Backup operations in Symantec Backup Exec. Provided daily backup reports and

perform root cause analysis for failed backup jobs.

• Manage network issues relating to site/user connectivity by actively monitoring Cisco network gateways,

DNS, DHCP, FTP, and Firewalls. Manage and maintain Barracuda Spam filtering hardware.

• Manage user profiles, logon scripts, and user and computer Group policies. Actively monitor and maintain

Windows 2003 Network services, such as IIS, DNS, Print services etc.

• Manage, maintain, and troubleshoot VMware Workstations in ESX 3.5 environment

• Manage user email accounts in multiple environments i.e., MS Exchange, MS BPOS and Google Business

mail.

• Monitor Symantec endpoint server, installing endpoint clients to workstations and maintaining updates and

patch's.

IT Help Desk Analyst

Kaiser Permanente - Atlanta, GA - November 2011 to February 2012

Atlanta GA 11/2011-2/2012

Kaiser has a mission--to provide quality care for members and their families, and to contribute to the well-

being of our communities.

IT Help Desk Analyst

Responsibilities:

• Provide phone and email support to on-site and field employees on a variety of issues including system

access and operations.

• Troubleshoot computer hardware, software, and network related problems over the phone or email utilizing

remote management tools such as windows remote desktop manager and Dameware.

• Properly document and track the details of the problem, analyze both status and resolution within the Remedy

help desk tracking application.

• Follow through and communicate with the user while working the problem to ensures successful and timely

completion of the problem.

• Work closely with Network/Computer System Administrators following instructions and pre-established

guidelines of the IT Department.

Provide Technical Support

Bovis Lend Lease - Atlanta, GA - June 2011 to September 2011

Atlanta GA 6/2011- 9/2011

Lend Lease is a world leader in project management and construction, operating in more than 30 countries

across the globe and employing over 7,500 people.

ICT Global Service desk

• Provide Technical Support for users in the Asia-Pacific Region of the organization. Responsibilities include

but not limited to - Troubleshoot network connectivity issues such as VPN, Database, folder and group access.

• Create and manage user accounts and exchange email in a Windows Server 2003 Active Directory

environment.

• Provide phone support for up to 50 users per day configuring proprietary software to company standards for

user in all business units. Manage, and track issues to resolution or escalation in the Remedy ticketing system

IT Analyst/Telecom Technician

PRGX - Atlanta, GA - October 2008 to February 2011

Atlanta GA 10/2008-2/2011

PRG-Schultz is the professional services firm known for quickly delivering "bottom-line" results to the world's

largest and most successful enterprises. We help clients recover overpayments, improve margins, reduce

costs and accelerate cash.

IT Analyst/Telecom Technician

• Provide IT Support to over 200 corporate users and over 1,200 worldwide users with routine and complex

technical issues.

• Provide software support on multiple proprietary and commercial applications including but not limited to

Windows XP, Citrix Systems, VMWare, MS office Suite, Lotus Notes, ASIS, Claimdex, and CMS.

• Troubleshoot Network, Database, VPN, RDP and FTP connectivity issues.

• Create and maintain user accounts in an Active Directory Environment.

• Monitor Symantec endpoint server, installing endpoint clients to workstations and maintaining updates and

patches.

Telecom Technician-Create and manage employee phone extensions and voicemail s via the AVAYA site

manager System. Served as a Liaison to Telecom Providers and Subcontractors.

IT Engineer /PACS Admin

Koolsmiles - Atlanta, GA - February 2005 to June 2008

Atlanta GA 2/2005-6/2008

Nationwide provider of high quality children's dental services rated the 36th fastest growing company in the

country by Fast company magazine. Kool Smiles has become the largest, most technologically advance dental

offices in the country by utilizing the latest in cutting edge technologies to deliver Electronic dental records

with a strong focus on customer satisfaction.

IT Engineer /PACS Admin

• Coordinated new site Build out of Hi-tech Dental Facilities nationwide for the fastest growing, most

technologically advance pediatric dental offices in the US.

• Managed the integration of PACS systems from the network to application level. Integrate Gendex 8500,

Sorodex Optime Scanners with MiPACS dental application.

• Provide Database connectivity of integrated systems to Remote DICOM Servers. Provide training and

guidance to Doctors and clinical staff on use of PACS systems and Gendex and Sordex modalities. Install,

configure, support and maintain Electronic Dental Records systems Repair and maintain PC's, thin clients, IP

phones, and 3Com network devices.

• Maintain and repair Gendex and Sorodex Digital x-ray OEM systems. Support over 1,500 users at 60

remote US locations in a wide range of technical complexities in a Windows/Citrix environment including active

directory, MS office, MS exchange, Win2003, VMware, Data Backup, LAN troubleshooting, VPN. Configure

SMP monitoring for network equipment via IPswitch Whats up Gold monitoring system.

• Manage multiple IT installs nationwide, duties included coordinating Data and VoIP installs, cable plants,

shipping and receiving of IT equipment, traveling nationwide to bring new sites online while completing projects

on schedule and under budget.

• Perform server builds, rack mounting, cabling and Maintenance at the Internap Co-location.

• Utilized Veritas backup Exec to create and configure full, differential and incremental backup jobs using

tandem tape drives. Refurbish and configure 3Com NBX100 phone systems for all remote sites. Configure

and install Cisco 1834 routers for site connectivity from the T-1 DMARC.

• Actively monitor site equipment nationwide via Ipswich What's UP Gold.

EDUCATION

Broward community college - Atlanta, GA

ADDITIONAL INFORMATION

Technical Skills

Systems Windows 2003, Windows XP, Windows 2008, Linux, VMware ESX Server, Citrix,

Software MS Office Suite, Wyse Device Manager, MiPACs Medical Dental Viewer, Active Directory, FTP

utilities, What's up Gold, Dell IT assist, HP web Jet admin, Veritas Backup Exec, Symantec endpoint Suite,

Symantec Ghost Enterprise, AVAYA Site manager, PHP, MySQL, Dreamweaver,

Photoshop, Flash etc.

Hardware 3Com PBX and super stack switches, Cisco 1834, data cabling Routers, Dell Power edge servers,

Adtran CSD/DSU, Tandberg Data LTO Drives, X-ray machines- Gendex orthalix-8500, Instrumentarium

Optime Digital scanner, Cat5

Networking T-1, DSL and Cable Circuits, DHCP, DNS, VPN, FTP, WINS, NAT, TS

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