Customer Service Technician
Resume:
Windows Migration Support Technician (Contractor)
Raymond Lee Wallace
Professional Summary
. I have five years 'of solid in the field experience preforming
windows migrations projects along also including Desktop Supporting
of Windows, MacOSX, Linux,,Microsoft Windows XP operating
systems/installing-upgrading hardware plus Client -side Support and
Abria ticket remedy experience, also been on 3 separate win7
migration projects. Ability to build excellent and friendly
relationships with all employees..
. Developed a Special Ability to work/talk to people who are not savvy
on technical issues who been with the Company a while and need "hands
held" for a while during windows transitions.. Also very experienced
and understanding : ITIL Awareness
. Savvy to: Proficient in Windows XP, Win 7, Win 8,operating systems
. Support and troubleshooting technical issues
. Knowledgeable in properly PC Lifecycle management (procurement to
disposal)
. Asset Tagging and SACM
. End User Data Migration
. Software Installation
. Understanding SOP...Training and mentoring new team members who show
the desire to show up and learn quickly...
. I am a US Citizen with residence near the Triangle and available
anytime, with reasonable notice, for in-person interview and for
project start
Skills Summary
. Migration Window 7 Deployment Specialist Forensics technician
by training)
. Trouble shooting desktops and laptops and recognizing software
problems and applying solutions.
. Install In-house Applications/ Test/ Configure and walk user
through...like AS400,ABR, MP2, Sample Manager Prod, Kronos, etc
. Expert Malware and Virus removal using proven techniques acquired from
my background in computer forensics and dealing with clean infest
computer off clients computers
. Strong Desktop support techniques with excellent communication with
team members and customer service skills to clients no matter what the
situation..
. Solid understanding of resizing partitions, imaging reference
workstation using open source utility tools, Ghost, Acronis, and
Hirens disc. Microsoft's-WDS, Microsoft updates, installing service
packs an finding mirrors online to acquire updates critical for
system integrity... also set configure network printers and resolve
any network issues..
. Network trouble shooting skills cmd, ipconfig, ifconfig, trace route,
ipconfig /release, ping, to using Wire shark Analyzer to view
incoming and out coming packet traffic
. Perform the installation, configuration and ongoing usability of
desktop computers, peripheral equipment and software according to the
project requirements. Backup data to shared drive.. Install required
software and make sure desktop optimization has been done to maximum
end-users acclamation to the new system.
Education / Certifications
Cape Fear Community College Castle Hayne, NC June-2012
. Currently earned 59 credit hours in my Computer Engineering AAS
Degree, security/networking and Novell severs certificates
. Computer Forensics 150-250-(yes I went back for seconds),,Eng-
085/095/111, Psy150, Communication 110, Network Security, computer
forensics 150-250 Premier security defense, Linux, Servers,
Upgrade/Repair 111-211,cet 245 internal Linux Servers,cet 240 network
security, Cisco Security, CIS111/MS-Office, Internet Technologies,
Intro to Engineering. Art, Small Business, ERG-110.
Experience / Work History
PC Connection, Inc. IL.
May 2014
Corporate Deployment Migration Technician at Hospira Rocky Mount, NC Team,
Original responsibilities were to on involve:. Unboxing of New Systems
...Setup and Installation of new Lenovo systems ...Configure system
settings using Customer Supplied Instructions... Migrate user data from
legacy system to new system...Move legacy systems to a local site
collection location... Removal of packing material to a customer designated
on-site disposal location.
As pace of the Migration grew additional responsibilities were added like
becoming familiarized with the Access'97 databases configuration on the new
Win7 box if it's ready...follow email protocol to key managers when
migrating users to different in-house applications for user availability
...
Learning on the "fly" and brainstorming to work through problems as they
preset themselves... Follow corporate SOP guild lines and rules... (When
they share)
Backup Data technician soft skills for migrating and data mining/ Restore
Pst's and Nk2 in outlook/
Install/Configure (Excel, Word, Outlook Email and Calendaring, Power point,
Access gburner, burning iso image
Mapping printers and Share drives... Arranging user to be placed in correct
group in AD... Sharing information with the entire IT Dept. to ensure users
and computers are moved correctly and follow up with email conformation
Advised to take very special care of users' needs and concerns above the
migration itself! Speak with a smooth/confident voice if you happen to come
across PST's that are corrupt... Run a ckdisk and hope for the best and
smile look for them in the documents and users H:\ drive...
Make sure Windows 7/Microsoft office suite is preforming properly before
user is handed new computer Before setting up dual screens for user
make the proper paperwork has been completed and approved...
Helped out with helpdesk tickets when asked to Got familiar with/
Installed.. ABR, Excursion, Forte, Flex2, HK, ilims, Sample Manage Prod,
Java v.23-v.55, AS400 (HOD) and Client Access
Assist Hospira with Asset management. Maintain inventory levels as so
migration team doesn't run out ...
Preform break fix on Lenovo laptop and upgrade such as ram, LCD, hard
drive, fan, and imaging
Travel to multiply sites and deploy migration, use in email/ office
communicator to contact users, set appointments
Courtney Siddall Fatima Alzer
HR Administrator Hospira
Team Lead
PC Connection, Inc. 252-***-****
********@****************.***
Phone: 630-***-****
Fax: 630-***-****
Smartsource-Inc Chicago, IL
March 2014 to May 2014
Lead Migration Technician on SECU"TEAM12" for CompuCom, Raleigh,
*Read SOP and follow CompuCom instructions to the letter... Pass
Specialized Training from CompuCom at SECU Training Center for this
project... my instructions were clear. Make sure everyone on the team is
efficiently trained and help them to adapt and learn workflow in the most
productive manner and continue to function as an effective team...
Use proxy server and KVM switches to image Lenovo computers and run HP
client application manager to install the core apps the site will be
using... map the printers and set the right domain... troubleshoot all
printer issue and call SECU helpdesk to remotely unlock cash drawer and
TDC..
Record required information and document on sheets.. Show team how to
preform cable management very important Attend weekly webinar
meetings. Make sure old legacy equipment is staged on a pallet and
cardboard boxes are broken down and placed on pallets neat as possible..
Maintain housekeeping as much as possible... be nice! And answer all
questions with a smile.. Inform team if they not sure... ASK Make
sure the team respects the employee's privacy and show courtesy...
Jackleen Koon Jay Jones
630-***-**** Direct 919-***-****...Cell
630-***-**** Cell
[pic]
EBRyIt GA.
Feb.2014
New Hanover Medical Regional Center, Wilmington NC IS Consultant
Assist Dell Engineer team from Seattle with R/D and deployment of
proximity read cards for NHRMC Willington NC sites. Preform hardware builds
and cable management. Interact with Doctors/Nurses and maintain level of
public trust confidentiality
EJ Brosas
Program Manager - East Region
478-***-**** Cell
********@******.***
EBryIT GA.
December, 2013
Fort Bragg, Military Sub-contractor eBryIT Vendor Number 0090775
Had to receive background check before entering base.. Granted clearance on
Fort Bragg base to work as a Dell Technician. Pass EBryIT Dell
Certification to be able to work on project
I worked as an Independent Contractor responsible for PC installation, de-
installation, data migration and imaging on Fort Bragg and surrounding
neighborhood centers and clubhouses .The contractors will be responsible
for placing the broken down boxes and packing material in customer provided
on-site designated area. Also using reference sheets to separate between
lease and base-owned hardware .equipment, document and record with no fail
in accuracy ...I do exceptional cable management... exemplify on customer
service priority #1
ITOKOnsite
December,2013
Field Computer Desktop Support Tech
.
Deal with one on one with customers at their residential home and
listen to problems and then communicate back to support issues I
finds and lay down a course of actions, call in updates and advise
progress, resolve all issues...MAKE SURE CLIENT IS SATISFIED WITHOUT
FAIL.. GO OVER AND BEYOND TO MAKE ENDUSER COMFORABLE
Alex Rushton
ASD World Wide November, 2013
Computer Technician Contractor
. Perform a MFP network printer DOD hard drive destruction and device
removal for Fresenius Medical Care offices.
Philip Lanctot
TekSystem - Raleigh, NC May, 3013 - August, 2013
Computer Technician Contractor
. Enterprise Holdings Win 7 Deployment/ Project National/Alamo project
. US Cellular Printer Upgrade Project
. US Cellular Windows 7 Migration Project. There were 3 separate events
and the scope of the work performed as follows:
. Perform the installation, configuration and ongoing usability of desktop
computers, peripheral equipment and software according to the project
requirements. Installation Procedure for Win 7 Upgrade will be provided
. Backup data to Enterprise shared drive.. Install Enterprise Software and
make sure desktop icons are set. Ensure PC is connected to customer
network
. Complete setup for Win 7.. install network printer with correct drivers
and assigned IP-Addresses Complete initial login and Setup...Restore
Backup
. Run Report script after Completion
. Memory Installation
. PC replacement
. Pace of migration would run similar to this:
. Go through and take inventory of computers that need to be replaced or
upgraded with ram Backup users data and migrate to network share in
need be
. Boot up MDP server laptop and do updates after I connect into the
network. Go to workstation and drop IP Address (CMD>IPCONFIG) before
you start deployment.. so I don't run out of ip addresses during
deployments
. Use configured usb drive to run Microsoft touch less user state
deployment across the network to workstations After new OS loads,
rename computer and let computer restart restore backup
. Load in-house applications and launch to make sure they open
properly... configure network printer and make sure each workstation
will printer properly.. make sure all drivers have been installed
on workstation.
. Rebox old desktop hardware and prep for shipment back to warehouse
. Make sure all new installed hardware is functioning properly be for I
leave facility
Ammacore / Black Box - GA April, 2013 - May, 2013
Network Data Technician (contractor)
. Run Cat5 throughout Sam's Club... Terminate to patch panel and run new
phone lines... rewire 2nd floor demo old lines.
. Run fiber to new office upstairs
. Terminate at the patch panel/run cable to switch
. Call dispatch and use appropriate blocks on switch
. Does extensive wire dressing in new panel boxes and in sever room...
. Relocate hardware appliance to upstairs managers off..
. Run cat5 and telephone wire in ceiling and down conduit and terminate
at patch panel
. Run cat5 to front register to fix spliced lines
. Test continuity of jacks.. trouble shoot and fix
Adecco Technical, Durham NC December, 2012 - April, 2013
BBandT Client/Server Engineer Specialist (Temp-Contractor)
. Reimaged HP/ Lenovo desktops and laptops rebox and ship to branch
offices
. Trained in the BBandT way of:.. using Ghost to reimage HP/ Lenovo
desktops and laptops
. Configure Xp/ Windows 7 to clients specifications
. Repair/ upgrade laptop desktop to client specs/ download drives for
hardware
. Manage ticket systems in Abria and other in-house remedy systems for
client support
. Test client Hardware before shipping from warehouse
. Prep paperwork/ shipping logistics
Acentron, Inc. Greenville, SC October, 2012 - January, 2013
Promethean Service Technician at Wayne County Schools (Contractor)
. Recruited/ Trained by Acentron to carry out service contract for CSI
Technologies Outfitters
. Consult teachers and faculty on the intricacies of their Promethean
Board systems in a professional manner.. Address all trouble/repair
tickets from Site Help Desk..
. Replace lamps, remove filters, perform deep cleaning on inner mirrors
of projectors..
. Instruct teacher on how to use the promethean controls and adjust the
setting,,
. Order projectors, lamps, hardware support for school, take pictures,
email, document work
. Travel around the county trouble shooting / repairing/ consulting on
Promethean Board systems Demonstrate technology in front of
audience
. Fill out work order forms that document trouble shooting procedure/
findings and solutions for that specific site
. Trouble shooting desktops and laptops and recognizing software
problems and applying solutions on the fly)
. Ability to break down the technology barrier and give step by step
methods...
Smart source Inc. - West Chicago, IL June, 2011 - September, 2012
Computer Technician (Contractor)
. Upgrading Taco bell. KFC restaurants along eastern seaboard
. Install LCD monitors /POS equipment/ network printer and install GPS
device
. Work with a Cisco rack, router, punch panel, Run Cat5 Ethernet cables.
Follow directions and be able to work with independently Run cat 5 and
Terminate RJ-45 cables to patch panel
. Configure Cisco 5960 switch, verify active port with help desk
Alphanumeric System Inc - Raleigh, NC January, 2011 May, 2012
IS Consultant at New Hanover Regional Medical Center (Contractor)
. Contractor at NHRMC and Cape Fear Medical Center doing Migration and
Soft Inventory
. Working with Alphanumeric team on Migration/Support PC refresh and
Inventory project
Workmarket.Com Platform, NYC June, 2009 - December, 2010
Computer Technician (contractor)
. Assignments get routed off the work market platform ... most of the
time I was removing malware/ virus or dong a wipe and reload of the
OS
. Remote/ field ticket services for online platforms User ID"1641385
Guilford Mills - Kenansville, NC January, 1998 - November, 2008
Plant Receiver / Mail Clerk (Plant Layoff)
. Received all incoming mail/packages and document/ email recipients and
keep in a secure staging area
. Oversaw the operation of computer hardware systems, including
coordinating and scheduling the use of computer terminals and networks
to ensure efficient use
Teresa Muckle
Senior Technical Recruiter
eBryIT
678-***-**** (local voice)
Toll Free 800-***-**** ext. 50515
Toll Free Fax888-358-4314 *******@******.***
Mark Gleisner
Project Manager
eBryIT, Inc.
678-***-**** - Office (Direct Dial
770-***-**** - (Cell)
*********@******.***
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