Manager Support

**** ***** ** * *** **** • clearwater, fl *****

Phone 864-***-**** • E mail *******@*****.***

Leonard Oats

professional profile

A self-starter and quick learner. Detailed-oriented IT professional with experience in troubleshooting and resolving

computer hardware, audio / visual, telecom, software, and networking issues.

Excellent written and oral communication skills; capable of explaining complex software issues in easy-to-understand

terms.

Strengths includes but not limited to troubleshooting, problem resolution, handling irate customers, positive attitude,

team player, and hard working.

education

2005 - 2007 Western International University St. Petersburg, FL

Associate of Arts in Business Degree

3.18 GPA

1997 - 1998 Washtenaw Community College Ann Arbor, MI

Computer Networking Technology

MS Office Support Software Programs

MS Windows Operating Systems

A+ Service Technician Examination Ann Arbor, MI

Certification: Industry standard for entry-level computer technicians.

U.S. Military

U.S. Army 1987 – 1990

13B10 Field Artillery

Medals: 2 Arcom Medals and 1 Army Achievement Medal

Class 2 Secret Clearance – Special Weapons

Work experience

PricewaterhouseCoopers 2010 – Aug. 1, 2014

Columbia, SC – Nov 2013 – Aug 2014

Tampa, FL – 2010 – Nov 2013

Technical Support/Contractor

• Overseeing the daily IT operations of providing support for Pricewaterhousecoopers users and Partners, this

would include but not limited to network connectivity issues, new hire laptop preparation, laptop break\fix,

asset management, telecom and video conference support.

• Responsible for audio, video and teleconferencing support for meetings and special events throughout PwC

offices, as well as for off-site venues. Coordinated support with various departments to ensure accurate and

timely conference room arrangements for meetings. Prepared conference rooms by setting up and testing

multimedia equipment. Coordinated maintenance and maintain equipment inventory.

• Part of the Avaya to Cisco Unified Communications Manager transition. Provided Cisco Call Manager

Administration such as adding IP phones, assigning them, configuring button features and setting up Mobile

Connect. Knowledge of Avaya IP Agent and Cisco IP Communicator.

• Part of the transitioning of PricewaterhouseCoopers U.S. IT Field Services to TATA Consultancy Services.

Team lead responsible for establishing policies and procedures for assisting resources while visiting off-site

locations during the Knowledge Transfer (KT) phase.

Additional support responsibilities both in Columbia and Tampa location to include:

Active Directory

Create / delete / disable user accounts

Apply security and group policies

Windows domain password reset and account unlock

Setup MS Exchange email client and mobile devices

Blackberry and Cellular Services (Ipads / Tablets)

Blackberry client/server support.

Blackberry Enterprise Server Administration

Cisco Call Manager and Mobile Connect

Unity Voicemail Software

VPN (VS Client Universal Software)

Resolving access and connectivity issues from client location or home

Resolving VPN Token and PIN issues

Microsoft Office Applications (Word, Excel and PowerPoint)

Troubleshooting, researching and resolving issues.

Windows Virtual Desktop (VMware View Virtual Desktop Client)

VPN Extranet client support for offshore users

Power resetting Virtual Machines

Restarting Windows Virtual Desktop

Windows Workstation

Joining machines to the domain

Malware, Spyware and Virus Removal

Net Meeting

Konica Minolta Business, St. Petersburg, FL 2004 - 2010

IT Support Specialist II

Provided technical support for Oracle Production and Training.

Investigated for proper resolution and escalate as appropriate.

Worked extensively with various departments to resolve technical issues.

Created trouble tickets for production problems, escalating appropriately based on severity

Responsible for proper handling and tracking of system outages based on ISO Emergency Response

procedures.

Assist with justification to support systems enhancements.

Test changes in multiple system environments prior to implantation.

Responsible for monitoring various service request task statues and system notifications to ensure timely call

assignment and field notification.

Perform primary security setup, change, and attrition functions in Oracle applications for Field Service and

Call Center.

Provided Oracle setup, PC software support which includes troubleshooting, system application, and

equipment performance.

Created and maintained procedure and reference materials to meet ISO standards.

Scheduled management to ensure staffing coverage.

Modified individual schedules or exceptions sources.

Verizon Americast, St. Petersburg, FL 2001 - 2004

Support Specialist II

Provided customer support to Verizon-Americast subscribers and technical support to field technicians via

Nextel \ two way radios.

Knowledge of cable modem termination systems (CTMS); DOCSIS, and LAN CITY platforms.

Troubleshooting and resolving network outages.

Provisioning cable modems (Toshiba\Cisco\LanCity) in LCN and CMTS servers.

Knowledge of DHCP and static IP addressing.

Setting up subscribers PC\MAC networking protocols.

Creating, routing, and scheduling trouble call tickets in Support Magic.

Support Specialist I

Provided helpdesk support to cable modem subscribers.

Creating and managing email accounts.

Troubleshooting Internet / email connectivity problems.

Creating and routing trouble tickets through Support Magic software to appropriate departments for

resolutions.

Directing incoming calls to appropriate departments.

Integrated Health Associates, Ann Arbor, MI 2000 - 2001

Computer Support Technician

• Contractual assignment setting up new systems, upgrades, system deliveries and on-site setups. Also provided

desktop support to the staff and NT installations and network support.

Washtenaw Community College, Ann Arbor, MI 1997 - 1999

Network Technician

• Installed 3Com network cards and loaded Novell Netware 4x software and drivers. Setup workstations for Internet

/ Email capabilities through TCP/IP configurations. Setup print ques and print servers on Novell. Provided technical

and user support to staff and facility.

Hardware Technician

• Troubleshoot, repair, upgrade and maintain hardware / software for computers on campus. Setup and configured

hardware / software for PCs and laptops.

Contact this candidate