Software Technical Support

Lindy S. Brotherton

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

**** ***** ***** ***** **********, G.A 30052

516-***-****

Objective: To obtain a challenging position within an organization where

my education and experience in networking technology and support can be

effectively utilized.

Experience

Software / Hardware:

. Proficient with DOS 6.X, Windows 2000, XP, Vista Windows 7/8,

Server 2003, 2008 r2 NOS, MAC OS 8 - 10.2.

. Extensive knowledge of Microsoft Office suites, Adobe suites,

several productivity software

. Designed and integrated Lenovo, Dell and other compatible PC's with

various configurations.

. Troubleshooting PC hardware and peripherals.

IBM compatible X-series Servers, HP Proliant servers (DL series)

. Audio/Visual Telecom and Educational devices

. Proficient with all models of tablets and other mobile network

devices (BlackBerry, Apple, Samsung, Lenovo and other smart

devices)

. Proficient in several different Backup and disaster recovery

methods

. Knowledgeable in Desktop Enterprise deployment (i.e. Norton ghost,

BV admin, Quest ARS, Manage soft, Altiris(Symantec management))

. Remedy, Net suite, BMC software and other industry relevant CRM

software

Networking:

. Installation, configuration and maintenance of Nortel, Cisco

Internet Routers, Firewall, IPS, IDS.

. Installation and configuration of Network components including NIC

cards, Hubs, Switches and Router, Cable Modems.

. Knowledge of TCP/IP stacks functionality.

. Knowledge of Novell technologies

. Working knowledge of Active Directory, Federated services,

Replication

. Proficient in Group policy, file security administration,

application deployment

. Proficient in Intrusion detection, and network penetration testing

and monitoring

Education:

. Certified - Local Area Network specialist, Western Suffolk Boces,

Dix Hills, NY

. Certified - Network Specialist

Computer Career Center, Garden City, NY

Certifications:

. Microsoft Certified Professional

. Currently studying for MCITP Enterprise server administration/Comp-

Tia Security plus

Employment:

(4/07-Present) Sr. Desktop Support Analyst- DSM Technical consultants-

Buford GA

. Work on a team of 4 desk side support personnel supporting over 500 In-

house users

. All break and fix work, for Lenovo brand Laptops and Desktop machines

. On-site Technical support for one of the largest school districts in

the state of G.A

. Senior Level Software support for district wide educational software

. Administration of Active directory user objects, directory objects,

and file access control

. Experience in printer setup and repair (i.e. HP,Ricoh)

. Desk-side user support for administrative and executive level staff

. Configure Network equipment in schools (switches, patch panels,

wiring)

. Work on the workstation deployment, and application distribution.

(Manage soft, Symantec management console Altiris, Norton ghost v11)

. Imaging and system deployment Executive level Smart devices

. Deployment and Troubleshooting of Mac related products(Mac mini

server, and Mac desktop units)

. Importation of Student user into Mac system

. Creation of Student user accounts on Mac network

. Imaging of Student used Mac workstations.

. Data and disaster recovery via Symantec backup utilities

. Continue to bring the a excellent level of customer support

(12/04-4/07) Systems Engineer

Horizon Software Intl -Loganville G.A

. System Engineer for large scale P.O.S Help Desk clients.

. Implementation of Various Network Backup and Data Recovery

Systems(i.e. N.T backup, Retrospect)

. Installation and Administration of client SQL server databases

. Application support of Proprietary P.O.S Client Software

. Extensive Server and workstation hardware and software

troubleshooting (i.e. Windows NOS/OS)

. Importation of Data and Data Setup of SQL Server Groups

. Hardware and Software Implementation Via Remote Desktop

administration and on-site travel

. Installation and configuration of all types of PC security software-

hardware (i.e. Antivirus/Security(Local-Network)Spy ware)

. Vital in the Implementation of new technical support procedures and

documentation

. Liaison for all Pre-roll out of software for Quality Assurance

testing

. Coordinate system engineering for Client-side Tcp/Ip Networks

. Remote Desktop assistance for premiere customers

. Performed Professional service procedures for customer base

(08/02-12/04) Technical Support Analyst Tier II

al Support LeadoffesionalCablevision: Optimum Online/Voice

-Woodbury, NY

. Responsible for resolving customer call back and further voice

service follow up

. Implement Remedy Trouble Ticketing System and generate reports

documenting productivity and technical call resolutions.

. Perform extensive technical support, troubleshooting, conflict

resolution and education with a wide range of PC and Macintosh

issues to Optimum Online cable Internet modem subscribers.

. Provide detailed instruction to subscribers on how to install

Outlook Express, Internet Explorer, Netscape Navigator and

network interface card drivers.

. Strong customer contact, both technical and customer relations

oriented, that includes diagnosing and resolving difficulties in

obtaining/ maintaining connectivity to the Internet and VoIP

services

. Identify and resolve issues prohibiting customers from accessing

service.

. Train Technical Support Analysts in troubleshooting and resolving

hardware and software conflicts. Provide extensive software and

operating systems support to users.

. Technical support for an Internet Service Provider utilizing

cutting edge cable modem Technology for a High Speed Internet/voice

service over a fiber optic TCP/IP Hybrid Network.

. Install, support, configure, and troubleshoot Internet applications

such as Outlook, Outlook Express, Eudora, Netscape Communicator,

Microsoft Internet Explorer, various FTP clients, Telnet, ICQ, AOL,

MIRC, Opera (all versions), and various email applications.

. Efficiently assist in numerous voice services matters, (i.e.

fax,voicemail,home wiring and phone configuration)

(04/00-08/02) WorldCom Wireless- Uniondale, NY

Help Desk Support Analyst

. Administrator of 400 user accounts for in-house and remote

Corporate Clients

. Installation and maintenance of software and hardware components

. Performed task of pc maintenance,upgrades,Remote desktop

administration

. Implementation of corporate roll-outs and application support

. Desk side support for multiple platforms (Microsoft products/Mac

operating Systems)

. References Available Upon Request

Contact this candidate