Customer Service Software
Resume:
Ryan Eaddy
**** ********** *** ********* ***
Alexandria, VA, 22310, United States
************@*****.***
P rofessional Experience
Amazon, Manassas, Virginia, United States
Data Center Technician (Level 2) October 2013 - Present
• Server/Database Hardware repair & replacement for the following
manufacturers (ZTs, Supermicro, Quanta, Dell, HP, Foxconn, Rackable
Systems)
• Manage priorities through a t icketing system
• Manage parts & inventory
• participate in site level projects (both networking & server operations)
• Experience with x86 based systems, Linux, Grub L I LO
• Minor experience with bash scripting
• Experienced with: copper & fiber optic cabling, Network Device (Cisco/Juniper)
p rotocol and configuration, file systems, RAID, OSI model, SAN, SCSI, L inux/Unix
A dministration, boot processes, performance management & t roubleshooting
Gannett USATODAY, McLean, Virginia, Uni ted States
Information Technology Analyst (Level 2) January 2013 - Present
• Expand or modify system to serve new purposes or improve work f low.
• Test, maintain, and monitor computer programs and systems, including coordinating
t he installation of computer programs and systems.
• Determine computer software or hardware needed to set up or alter system.
• Assess the usefulness of pre-developed application packages and adapt them to a
user environment.
• Analyze information processing or computation needs and plan and design computer
systems, using techniques such as structured analysis, data modeling and
i nformation engineering.
• Define the goals of the system and devise f low charts and diagrams describing
logical operational steps of programs.
• Prepare cost-benefit and return-on-investment analyses to aid in decisions on system
i mplementation.
• Use McAfee EPO to ensure network security and enforce security policies
• Create/Destroy/Manage Security groups and user accounts in Active Directory
• Perform Hardware and Software related repairs to Mac/Windows based computers
• Monitor servers and analyze related activities
• Light experience with Linux (for imaging and file permissions), routing and
switching with Cisco based networking equipment
• Work with multiple IT and Technical Operations personnel to perform projects and
other group tasks.
Gannett Media Technology In ternational, Norfolk, VA, United States
Information Technology Analyst - May 2009 – January 2013
• Answer user inquiries regarding computer software or hardware operation to resolve
p roblems.
• Enter commands and observe system functioning to verify correct operations and
detect errors.
• Set up equipment for employee use, performing or ensuring proper installation of
cables, operating systems, or appropriate software.
• Read technical manuals, confer with users, or conduct computer diagnostics to
i nvestigate and resolve problems or to provide technical assistance and support.
• Refer major hardware or software problems or defective products to vendors or
technicians for service.
• Develop t raining materials and procedures, or t rain users in the proper use of
hardware or software.
• Confer with staff, users, and management to establish requirements for new systems
or modifications.
• Create and deploy desktop images to both local and remote users
• Perform audits and assessments to t rack licensing, enforce policies and manage
i nventory
• Assist with management and building of windows servers (error reporting, patching
and reviewing of data logs).
• Monitor server activity and health/diagnose and repair server hardware (ie: RAM,
motherboard, Hard drive) for Dell servers.
Education
Old Dominion University, Norfolk/Alexandria, VA, United States
Computer/Electrical Engineering Candidate, May 2014
G raduate from Robert E. Lee HS
Additional Skills:
Very proficient with active directory
Very skilled with both hardware and software based repairs for both Windows and Mac
(OSX)
Heavy Experience regarding ticketing systems and escalations.
Experience with SCCM and Casper deployment
Excellent with customer service and explanations to non-technical people
Contact this candidate