Support Software

Lars Bostrom

****-*** ******** *****

Raleigh, North Carolina 27605

919-***-****; ********@*****.***

SUMMARY

Knowledgeable Information Technology Professional with over 15 years of

experience seeking to contribute acquired skills within an IT support

role. Works well independently, or in a group setting providing all facets

of IT support such as troubleshooting, installations, and maintenance. In-

depth knowledge and understanding of numerous software packages and

operating systems. Skilled in providing timely Customer and End-User

support. Easily identifies and resolves technical issues and concerns with

excellent communication capabilities.

PROFESSIONAL EXPERIENCE

American Institute of Certified Public Accountants (AICPA)

February 2013 - Present

Durham, North Carolina

IT Service Center Representative

( Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail,

and in-person requests for

assistance with hardware, software, networking, and other computer-

related technologies (Tier 1-3)

( Manage meeting/conference support for the conferencing equipment

including video conferences, audio

bridge conferences, WebEx, and combinations thereof.

( Install personal computers, software, and peripheral equipment; provide

standardized desktop and laptop

images on all site computers (Using SCCM and WIM image).

( Maintain asset database on a regular basis and assist in audits of

database as needed.

( Manage AD accounts, Exchange mailboxes, and BYOD (Airwatch)

McKesson Provider Technologies August 2012 -

January 2013

Durham, North Carolina

Support Technician - Contract through Pomeroy IT

( Provide support for all IT support issues and work with available

resources, hardware and software

vendors to provide effective solutions, break/fix, and problem

resolution.

( Serve as the IT Liaison to external partners, software and hardware

vendors for problem resolution,

information gathering, system upgrades, and maintenance.

( Develop and maintain desktop support procedures, and prepare end-user

documentation

( Manage infrastructure assets: vendor support agreements, software

licenses and keys, hardware leases,

service contracts and asset inventory.

Investors Title Insurance Company July 2012 - August

2012

Chapel Hill, North Carolina

Help Desk Technician - Contract through Robert Half Technology

( Provide support for all computing issues at Home Office and locations

around the country.

( Support areas include desktop/laptop troubleshooting and imaging, VPN

support for remote offices.

( Support in-house developed proprietary software.

CRM Software Inc. (Junxure) November 2011 -

June 2012

Raleigh, North Carolina

Technical Support Specialist

( Installation and support for all Junxure products. Junxure is a top rated

CRM designed for the specific needs of

financial advisors.

( Provide interactive and telephone-based assistance to our clients.

( Answer user queries and troubleshoot their issues with all Junxure

products as well as SQL Server,

Windows and Office.

HCL Technologies July 2011 - November

2011

Contract with Shire Pharmaceuticals

Cary, North Carolina

Analyst

( Provide hardware, software, and network problem diagnosis / resolution

via telephone and email globally

( Coordinate and manage relationships with vendors and other support staff

( iPhone and Blackberry support

( Deployed approved software globally via SCCM

( Manage documentation of problem resolutions and work requests

Duke Health Technology Solutions August 2007 -

December 2009

Raleigh, North Carolina

IT Analyst

( Provide incident management and prioritization of problems/tasks for

hospital customers.

( Provide advanced technical knowledge and support of applications and

systems, including Desktop

and server

( Provide on-site coordination, resolution, and training at customer

locations.

( Develop/write test plans, documentation, and training materials

( Develop, support, and lead project plans

Syngenta Biotechnology Inc., - Bioinformatics Group

September 2005 - June 2007

Durham, North Carolina

Support Analyst - Contract through Sapphire Technologies

( Specialize in desktop and customer support

( Provide server and network management (AD management, Cat 5 wiring,

and network jack activations)

( Configure and maintain telecommunications equipment

( Conference room and multimedia support (Assist with teleconferencing)

( PC imaging (including laboratory PC's), software installations and

configurations per Syngenta standards

Duke Health Technology Solutions July 2005 -

September 2005

Durham, North Carolina

IT Analyst - Contract through Kelly IT Services

( Provide technical knowledge and support for systems including

desktops and servers (NT and

NetWare), applications (Microsoft, Lotus Notes, email, etc) and Duke

University Health System

specific applications (CPOE, DHIS, Clinical Browser, etc)

( Coordinate resolution of issues with PIN (Patient Information

Network)

( Provide problem diagnosis and resolution for hardware and software

problems as required, including

troubleshooting general network connectivity

( Perform hardware and software installation, upgrades and

configuration

TECHNICAL SKILLS

Microsoft Veritas Citrix

Windows XP, Vista, 7, 8 Backup Exec 8.6, Citrix Winframe 1.7, XenApp

Windows NT Server 2003, Intelligent Disaster

2008 Recovery GoToAssist

Active Directory (AD)

Distributed File System Symantec IBM

(DFS) Ghost Imaging Software, Lotus Notes

Exchange Server 5.5

MS Office Suites PcAnywhere, PeopleSoft

Outlook 2000, 2003, 2007, AntiVirus Corporate Vantive Helpdesk

2010 Edition

Project 2000, 2003 Endpoint Adobe

Internet Explorer Acrobat

Sharepoint Netscape

SCCM Netscape Navigator 4.x CA

- 7.x Clarity

Novell Netscape Mail Client

Netware 4.11, 5.1

NDS, ZenWorks 7 BMC Software

Remedy

Footprints

CERTIFICATIONS

ITIL Foundation

VMware Certified Associate

EDUCATION

University of North Carolina - Wilmington, NC

Bachelor of Science in Accounting

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