Software Technical Support
Resume:
Matthew B. Rogers
Creedmoor, NC 27522
********@*******.***
Career Profile
Increasingly responsible support positions with special skills and experience in support of a variety of software packages, OS and OS migrations, network operating systems, and in-house applications.
Skills
Provide technical support for and have a working knowledge of the following operating systems and software packages:
• MS Windows XP, Vista, 7, MS 2003 & 2008 Server, Active Directory, Cloud Services
• MS Exchange & Outlook
• Apple iOS device support experience for iPhone, iPad and MacBook,
• Lotus Notes R8.5 and previous releases,
• Lotus Quickr 8.2, 8.5.1 (Web Based Collaboration Software)
• BMC Remedy (ver.7.5, 7.6, 8.0), BMC Remedy Mid-Tier
• MS Enterprise Administrator,
• MS NetMeeting, MSMS (Microsoft Systems Management Server),
• MS IE, Mozilla Firefox, Safari, Google Chrome
• McAfee, Norton & Symantec Anti-Virus SW
• ACE Server Secure ID
• WinInstall,
• WISE Installer
• GHOST
• iPASS
• Working knowledge of RAS, VPN, HTTP/S, SSL
• Limited experience with VM Ware, XML, HTML, SAN, Cloud topologies, Cisco Switches
• Technical writing and documentation experience. Involved with several large scale OS/Application migration projects as well as desktop build upgrades and software evaluations/proposals
• Have a working knowledge of TCP/IP, IPX, Net BEUI, DHCP, and Ethernet topologies. Experience with set up and installation of Ethernet ports/communication rooms.
Job History & Experience
NC Department Of Transportation 1/2014 to 3/2014
Genesis 10 contractor to IT Infrastructure Client Services Division
Manager: Jennifer McNichol
• Responsible for the installation,upgrade and maintenance of computer hardware and software.
• Provide hardware and software support to PC users within an assigned territory as well as installation of COTS products, In-House applications, product optimizing, ghosting, installation of PCs, printers, scanners and other PC peripherals.
• Asset management and records retention support
• Assist with ongoing Windows 7 migration efforts and support to include MS Exchange/Outlook, McAfee Anti-virus PointSec encryption, Adobe and Microsoft Office 2010.
CSC contractor @ US Environmental Protection Agency – 10/04 to 4/2013
EPA NNES Team (National Notes & E-mail Support)
System Administrator
• Provide tier 3 level support for Quickr web based collaboration software and all email technical issues escalated from the Help Desk and other IT support teams. Plan and coordinate exercises.
• Installation, maintenance, and support of MS Server 2008, Domino enterprise servers and email systems utilizing in-depth knowledge of troubleshooting replication, event management and email flow/topology
• Support Lotus Notes, Lotus Quickr 8.2 and Blackberry in a (n) Windows XP/Vista/7 environment
• Manage work flow through Remedy call management & tracking software
• Create and maintain documentation on existing systems, processes and procedures.
• Enforce company IT security policies to include but not limited to the use of Symantec & McAfee antivirus software tools, https and Verisign SSL certificates.
MercuryMD, Inc. – 7/04 to 10/04
Technical Support Representative
• Evaluated and tested proprietary software against various Pocket PC and Palm OS based PDA’s.
• Supported and resolved company’s client issues or problems via phone and e-mail correspondence.
• Conducted database maintenance thru Toad/Oracle interface.
GlaxoSmithKline Inc. – 3/98 to 6/04
GSK Support Analyst
• Migrated GSK client desktops/laptops from Windows NT 4.0 w/MS Exchange/Outlook to Windows XP w/Lotus Notes R6.
• Working knowledge of Windows Server 2003, Active Directory, XP Workstation, MS Exchange Server/Outlook administration and support
• Utilized WinINSTALL and WiseInstaller to push updates and software packages as necessary
• Independently prioritize workload and successfully complete tasks, all with minimal supervision. Managed workflow through Remedy AR software
• Manage and support the DCS (Development and Commercial Strategy) IT/ GSK Connect Test Lab - set up for DCS clients to facilitate the testing of in-house and vendor specific applications against the GSK Connect build.
• Assist clients with application installation, evaluation and testing; appointments and scheduling lab resources; technical writing and machine imaging/GSK Connect build maintenance.
• Provided software, operating systems, network operating systems, and in-house applications support to 1700 users within GSK R&D (Group Medical, Regulatory & Product Strategy GMRPS)
• Diagnose hardware problems; manage work flow through Remedy call management & tracking software.
• Provide day-to-day technical support, and report to client and IT management and staff regularly to apprise them of progress of current assignments.
Education and Specialized Training
• MIS (Management Information Systems) Program @ DTCC (Non-Matriculated)
• East Carolina University, Greenville, North Carolina
Major: Archaeology/Communications 1994
• ITIL v3 Foundation Certified
• IQMS (Integrated Quality Management System)
• Productivity Point International, RTP, North Carolina 27709
• # 922 Supporting Windows NT 4.0 Core technologies
• # 210 Lotus Notes R6 Help Desk Support
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