Project Quality Assurance

Robert J. Linderman

**-* ******* ** *******, NH *3055

***.*********@*****.*** ? 603-***-****

Senior Windows Desktop Specialist / IT Help Desk Specialist

Certified Microsoft System Administrator

Summary of Qualifications

. 10+ years of IT experience with 7 years in enterprise desktop support;

Microsoft Certified Systems Administrator; Comp TIA Network+, Comp TIA A+

and HDI Support Center Analyst certificates; BS in information

technologies.

. Solid experience and success in planning, installing and supporting

Windows 2000/2003/2008/2012-based IP enterprise node networks utilizing

Cisco network technologies.

. Experienced with Windows 7 desktop environment since beta and have

migrated 5,000+ systems from Windows XP to Windows 7.

. 10+ years of experience in PC imaging with Symantec Ghost though Altiris,

building images, deploying images, and building and deploying application

packages.

. Also served as the key support analyst for 400+ notebook and desktop

users, providing second- and third-tier failure analysis on support

issues.

. Particular expertise: help desk support strategy implementation

Reimaging PCs, installing software, mapping printers, installing

peripheral devices

Performing break/fix and IMAC (Install, Move, Add and Change)

services in a corporate Windows environment

Network resource monitoring and repair

Full lifecycle project management

System operations and process improvement

User/team training and support

. Technically sophisticated professional with a talent for managing complex

IT support operations; implementing technology improvement initiatives;

aligning technology services to meet corporate goals; accurately

assessing project requirements and implementing effective action plans to

complete projects on time and on budget; interfacing with employees,

vendors and management to convey complex technologies easily and across a

variety of skill levels.

Skills

Platforms

Windows 95/98 Windows 2000 Windows NT

Windows 7 (both 32-bit & 64-bit) Vista Windows XP

Microsoft Server 2003/2008/2012 MAC OS

Tools

MS Office Suite (Word, Excel, Access, PowerPoint, Outlook) FrontPage

Internet Explorer Norton Antivirus Norton SystemWorks

Symantec Altiris Symantec Ghost AR Remedy

Lotus Notes Citrix Witness

SMS CA Software Delivery Windows WSUS

Networking

TCP/IP and OSI models LAN / WAN protocols Ethernet wiring TIA/EIA

Application Layer

TCP/IP DHCP DNS

FTP HTTP IMAP

IRC POP RTP

TLS/SSL Telnet SNMP

SMTP RIP SOCKS

Transport Layer

TCP UDP DCCP

Internet Layer

IP (IPv4, IPv6) ICMP IPSec

Link Layer

ARP/InARP PPP Media Access Control

(Ethernet, DSL, ISDN, FDDI) OSPF Tunnels (L2TP)

Hardware

IBM/HP/Dell workstations IBM/HP/Dell laptops IBM/HP/Dell servers

SCSI devices Routers/switches PC peripherals (printers, scanners)

Network WAN/LAN resources SonicWall

Education

Associate's Degree in Information Technologies

Georgia Northwestern Technical College, Rome, GA, 2004

BS in Information Technologies

Kaplan University, Tallahassee, FL, 2012

Continuing Education

Cisco Specialist Router Switch Installation Training

Installing and Configuring Microsoft Windows 2003/2008

Microsoft MCSE Windows 2008 Certification Training

Certifications

MCSA (Microsoft Certified Systems Administrator) Windows 2003/2008

Certified Technician, Dell Desktop and Notebooks

HDI Support Center Analyst

CompTIA Network+

CompTIA A+

Career Experience

McClellan Automation Systems Bedford,New Hampshire 2013-2014

System Administrator/IT Specialist (FTE)

. Manage and maintain network infrastructure and network security

. Manage, maintain and deploy Windows server environment

. Created policy forms and procedures for new hires

. Administer Windows Active Directory users and groups

. Responsible for day-to-day operations of all desktop computers and

notebooks

. Configured and deployed wireless network

Applied Materials/Varian Semiconductor Gloucester, Massachusetts 2012

LeadTechnician / Windows 7 Refresh Project / Consultant

. Managed the imaging and provision lab and process for new computers

. Provided quality assurance testing of computers coming out of imaging and

provisioning

. Imaged computers to Correct specifications

. Backed up and configured users' Lotus Notes profiles

. Responsible for deployment and setup of new systems to end user

. Created and deployed SCCM 2012 Packages

CompuCom Systems, Boston, Massachusetts 2011-2012

Lead Technician / Walgreens Nextgen Store Refresh Project / Consultant

. Responsible for delivering critical technical leadership, interacting

with Walgreens store management/ store associates on the refresh project

. Coordinated and led multiple projects as primary point of contact for

store associates, analyzing root causes and devising solutions to

maintain system operations with little or no impact on store locations

. Installed, configured and migrated store locations to new equipment

. Managed and served as a technical resource to other CompuCom technicians

on the project

LL Computers, Rome, Georgia 2008-2012

Network Engineer / Owner / Consultant

. Responsible for delivering critical technical leadership, interacting

with internal/external clients, and supporting all IT technical

resources, including desktop resources, PCs and Windows 2007 Server

configurations

. Coordinated and led multiple concurrent projects as primary point of

contact, analyzing root causes and devising solutions to maintain system

operations

. Monitored network equipment functions; evaluated end-user issues and

devised appropriate solutions

. Maintained communication with clients regarding proposed solutions

. Assembled, installed and tested new technology products and improvements

. Relayed client and project status reports and recommended operational

improvements to management team

. Surpassed company objectives by proactively establishing and configuring

SMS/WSUS environments and workstations for a variety of midsized

businesses and government agencies

. Played a key role in establishing procedures for creating and deleting

network user accounts to meet network security requirements.

. Implemented workstation procedure for user's computer to back up key

documents and data

Alliance Data, Kennesaw, Georgia 2004-2008

Senior PC Desktop Support Analyst (FTE)

. Key support analyst for 400+ notebook and desktop users, providing second-

and third-tier failure analysis on support issues

. Interfaced with IT system manager to assess end-user needs, determine

project requirements, and report on and maintain system availability and

functionality

. Coordinated with internal support teams on performing on-site analysis,

diagnosis and resolution of laptop, desktop and printer problems

. Evaluated operations and recommended changes to resolve workstation,

server and network connectivity issues

. Configured, maintained and troubleshooted PC hardware/software resources

. Credited for developing automated process for installing security updates

and software packages using Symantec Ghost

. Played key role in migrating operations from Windows 2000 Server to

Windows 2003 Server and Active Directory environment

. Built new user desktops and PCs while ensuring data integrity during

migration

. Maintained knowledge of firm's existing applications and services,

including supporting and deploying McAfee Antivirus, Citrix, Symantec

Altiris Ghost and Cisco VPN technologies

. Created Beyond Trust and worked in an environment where users are not

permitted to have admin level access to their desktops

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