Technical Support Management

JUSTIN SHARPE

P: 817-***-****

E: ******.******@*****.***

CAREER SUMMARY

An enthusiastic and knowledgeable individual who is able to provide front line support as part of any IT Service Operation. He is a logical thinker who capable of handling 1st/2nd line support calls, analysis and investigate problems, implement fixes, escalate support calls to 2nd/3rd Level and work closely with the service desk team. He is flexible, resourceful and willing to take ownership of any users technical issues until they have been fully resolved. He is a quick learner and is currently looking for a suitable position with a forward thinking company.

TECHNICAL SKILLS

Hardware

Most computer systems to include servers, desktops, tablets, and laptops; CISCO products to include routers, switches, and wireless networking devices; Computer peripherals to include printers and scanners

Operating Systems

Windows 2000, XP, Vista, 7; Windows Server 2003, 2008, 2012; Linux including Archlinux, CentOS, Debian, FreeBSD, OpenBSD, RHEL, Ubuntu

Software & Applications

Apache, Bacula, Microsoft Office 2000, 2007, 2010, MongoDB, MySQL, NGINX, Remedy, Windows Backup

EDUCATION

Tarrant County College

General Studies - 2005-2006;2013

University of Texas Arlington

Bachelors of Arts, Psychology - 2010

University of Texas Arlington

Bachelors of Arts, History - 2008

PROFESSIONAL EXPERIENCE

The Planet – Dallas, TX 2003-2004

Junior Systems Administrator

- Provided systems administration support for Windows and Unix based systems including server and workstation upgrades, backup and disaster recovery monitoring, user account setup.

- Performed regular system backups and recovery procedures, closely following SOPs to ensure system security.

- Provided additional tier one and tier two technical support over the phone and Internet.

Electronic Data Systems – Fort Worth, TX 2002-2003

IT Asset Management Coordinator

- Facilitated resolution of differences between machines.

- Worked closely with Asset Management and Procurement teams.

- Monitored ITS assets from procurement through disposition for compliance.

- Entered, modified and performed maintenance.

- Performed audits of all ITS assets.

- Assisted in the establishment of policies and procedures for maintaining accurate inventory.

- Assisted in design, implementation and administration of processes and systems.

- Project manage acquisition, divestiture, reorganization, and internal and external audit requests

- Work closely with Asset Management and Procurement teams

- Entered, modifies and performs maintenance on ITAM automated tool (REMEDY).

- Received required information to record receipt of all ITS assets into REMEDY Asset Management module.

- Assist in the establishment of policies and procedures for maintaining an accurate inventory of IT assets, including cost, location, assignment, and configuration.

Electronic Data Systems – Plano, TX 2000-2002

Technical Support Specialist

- Provided technical support and ensure proper maintenance of workstations, printers, and peripherals.

- Responded to user service requests and expediently resolve trouble tickets to maximize system uptime.

- Deployed new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware.

- Support disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.

CI Host – Bedford, TX 1999-2000

Technical Support Specialist

- Provided systems administration support for Windows and Linux based systems including server and workstation upgrades, backup and disaster recovery monitoring, user account setup.

- Performed regular system backups and recovery procedures, closely following SOPs to ensure system security.

- Provided tier one and tier two technical support over the phone and Internet.

Personal Consultant, Arlington, TX 1999-2014

Consultant

- Provided break/fix support for individual users

- Built personal computers per individual specifications

- Suggested potential upgrade paths for both hardware and software

- Installed both operating systems (Windows 2000; Windows XP, Windows Vista, Windows 7, and various distributions of Linux (CentOS, Debian, Fedora, Ubuntu, OpenSUSE)) and applications as requested/needed (Microsoft Office 2000; Microsoft 2007; Microsoft 2010 and various others)

- Assisted with the creation/maintenance of small home office networks if/when requested

- Troubleshoot peripherals devices (scanners, printers, etc)

- Maintained personal relationship with customers to assure they were satisfied with build/quality of product/service

- Created/maintained documentation in accordance with customer builds (type of hardware used, software installed)

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