Support Manager

Keith B. Spencer

**** ********* ******* . *******, ** 30341 . 404-***-**** .

********@*****.***

A talented IT professional with extensive Network/Application support

experience.

SUMMARY OF QUALIFICATIONS

. Excellent verbal and written

communication skills.

. Network support utilizing, Big Brother, NetIQ, IBM director,

Solarwinds.

. Monitored all applications, servers, SONET ring, routers, switches and

firewalls.

. Active Directory experience creating accounts, groups, resetting

access.

. Hands-on installation and configuration of Window Server 2007 & Linux

based Clients SW.

. Administration of HP Print Server Appliances, Print Manager, and Web

JetAdmin support application.

. Setup various printers, installed print drivers for Windows and MAC

systems.

. System hardening, securities scan and patch

management experience.

. Extensive remote support troubleshooting utilizing Dameware. SMS, VNC,

IPReach,

PROFESSIONAL EXPERIENCE

MARTA, Atlanta, GA, May-11-Present

Jr System Administrator

. CCTV administrator.

. Server and workstation patch management administrator

. Vpatch manager administrator WSUS and Script Logic update management

system.

. VMware support management

. SAN support, Falconstor, Disksafe, Netbackup administration

. On-call support provided server and application support for Oracle,

AFC, Exchange, Dynacomm, FASuite, Citrix, Trapeze, Notifind, and

various other applications.

. Created the design for the NOC support portal for the Network

Operation Center (NOC) support team.

. Administration of HP Print Server Appliances, Print Manager, and Web

JetAdmin support application.

MARTA, Atlanta, GA, Mar-08 - May-11 (Contract-Polaris)

Network/Applications Support Analyst

. Monitored, troubleshoot and supported all enterprise wide servers,

routers, switches, and print servers throughout MARTA's network.

. SONET network monitoring and support using 1301 NMX GUI interface.

. CCTV patch management project. HP print server migration project.

. Server and workstation patch management firewall, security update

projects using WSUS and Script Logic update management system.

. Firewall setup & Troubleshoot Cisco PIX ASA-V4\ASDM.

. Assist with development and maintenance of NOC start up plans, SOP's

and departmental design blueprint.

. Acts as advanced level technical resource for onsite and virtual

employees.

. Provides after hour back-up support for Desktop Services agents.

. Provided server and application support for Oracle, AFC, Exchange,

Dynacomm, FASuite, Citrix, Trapeze, Notifind, and various other

applications.

. Created the design for the NOC support portal for the Network Operation

Center (NOC) support team.

. Administration of HP Print Server Appliances, Print Manager, and Web

JetAdmin support application.

PRG Shultz Atlanta, GA Oct-07- Feb-08 (Contract-TekSystem)

NOC Engineer

. Monitored and supported all alerts associated with PRG's network/server

environment.

. Perform daily and weekend backup on windows and AS400 systems

. Backup and restores on Arcservs and TSM Archives Perform system check

and system interrogation

. Perform bi-weekly and monthly reboots of all enterprise servers

. Perform computer generation back-up processing consisting of print/CD

. Troubleshoot and created detailed incident tickets

. Locate and identify messages and code in technical manuals

. Register taps submitted by internal\external customer

. Knowledge of IBM 400, Lotus Notes, Dbase and Microsoft Word

Ceridian Corporation, Atlanta, GA, Dec-06 - Oct-07

NOC Analyst

. Monitor the Ceridian Empirix network management system, all servers and

application.

. Provides support for network or network applications according to the

competencies of the position.

. Participation in Ceridian projects, as assigned by Desktop Services

management.

. Assist with development and maintenance of NOC monitoring plans.

. Acts as advanced level technical resource for onsite and virtual

employees.

. Provides back-up support for Desktop Services agents.

. Provide recommendations on how to improve technical and customer

support.

. Monitor network activity for quality control.

TRX Atlanta, GA, March-05-Dec-06 (Contract-CorTech)

Network/Applications Support Analyst

. Monitor local and remote servers, routers, switches and firewalls

. Familiarity with Linux-Suse, Solaris10 and UNIX socket servers.

. Supported and resolved Internet service protocols: DNS, POP-3, IMAP,

SMTP, HTTP, NNTP, LDAP, DHCP etc.

. Solid knowledge and usage of TCP/IP networks topology.

. Working knowledge using various trouble ticketing systems such as

Remedy.

. Supported proprietary Web-based applications, Correx, Selex, and

Transx.

. Supported Windows Blade servers, VM ware and Socket Server

maintenance.

. Sentinel support monitoring application for MS Exchange

. Strong oral and written communications skills.

Lanier Worldwide, Inc. Tucker, GA, May-05- Feb-06 (Contract-Insight

Global)

Technical Solution Analyst

. Support trouble calls, log calls in Vantive and dispatch service

request using envision and escalated as needed.

. Resolved trouble calls involving digital multifunction products (MFPs)

including copiers, printers, scanners and faxes as well as Wide format

systems.

. Assisted customers with download, installation and setup of various

scanning and document management programs Scanrouter, Desktop Binder,

Smart Device monitor, Globalscan.

. Assisted Network services with monitoring servers, routers, switches,

hubs and firewalls.

CDC Atlanta, GA, Nov- 03 - May-05 (Contract QSS)

Deskside/Helpdesk Support Analyst

. Support trouble calls, log calls in PSC and resolve in a timely manner

verifying SLA.

. Install and configured workstation, laptops, Blackberry PDA's and WI

-Fi system.

. Perform OS control to ensure confidential availability of data.

Analyze corporate wide Active Directory needs and remote access

request.

. Prepared and install over 50 software programs local

and remote.

. Supported over 4700 customers including Campus clients, field staff,

International and Quarantine station customers.

. Responsible for resolving inbound trouble calls utilizing Peregrine

service center portal while also answering inbound live trouble calls

via phone support.

WaCA Ltd, Norcross, GA, July- 98 - Nov-03

Hardware Support Team Leader

. Hardware installation and configuration, including disk drives,

external device peripherals, network interface cards, motherboards,

CPU's, modems, memory (RAM) and video cards.

. Supported customers via remote platform using (DLL) Digital Lifeline

remote support protocol.

. Repair and testing experience including Monitors, Printers, Laptops,

Desktops and PDA's.

. Responsible for monitoring I3 telecommunications and electronic data

phone system.

. Created weekly, monthly and quarterly reports on team progress and

task.

. Supervised and scheduled job assignments for HW support analyst.

. Created reports and procedure manuals also presented information and

responded to questions from external and internal clients.

EDUCATION AND CERTIFICATIONS:

. B.S., Information Assurance and Security, Capella University

Currently Pursuing

. A.S., Information Security, Gwinnett Technical College

. Omnicast Technical Certification

. HP BladeSystem Administration

. Information Security certification

. Visual Basic certification

. Cisco UCS Overview

. Network +

. Security+

. MCSA

. A+

Keywords: Cisco ASDM, Cisco ASA 4.2, Active Directory Support 2008, Visual

Basic, Mainframe/WebJet Admin, Citrix Remote, Laptop Wireless Support,

Hardware Field Support, PDA Support, multifunction products Support (Lanier-

Ricoh) SSH, IPSEC, Risk Control Strategies, Risk Management, Contingency

Planning, Firmware updates, WebSmart device monitor, MAC OS-X

(Panther/Lion), Dashboard, Solarwinds, Big Brother, Sentinel, Raritan,

NetIQ, AS400, IBM Director, TSM, Server part installation, ITIL training,

Change Control Request Procedure, Symantec Enterprise Vault support.

Security Audit Monitoring, WSUS, Script Logic Patch Management, AFC,

Exchange, VMware, Dynacomm, FASuite, Citrix, Trapeze, Notifind, RDP,

Dameware, HP JetAdmin, BrightStor, Crystal Reports, Unix-Solaris10, Linux-

SuSe/Ubuntu/Red Hat.

Helpdesk Solution Systems:

Altiris, WinWaCA, Peregrine, Vantive, Tivoli, Lotus Notes, Remedy.

References available upon request.

Contact this candidate