Service Office

Matthew I. Keats

*** ******* ******** ** 678-***-****

Roswell, GA 30075 *******@*****.***

Summary

I have approximately 10 years of experience in IT infrastructure, engineering, and

supporting roles. I have expanded my knowledge in my career through consulting, travel,

remote services, and contracting roles to gain the knowledge necessary of the information

systems of the client. These services include Active Directory, Exchange, Office 365,

Windows Server optimization, Virtualization Engineering, Novell topologies, and system

migrations. I have collaborated directly with Microsoft, Dell, and Quest Software in their

associated department leads, in preparation for large-scale corporate initiatives to grow

the organizational capacity for long-term technical change.

Employment History

Quiktrip – Tulsa, OK September 2014 - October 2014

Position – Systems Engineer – Server Migration

Migration of 100 documents within OneNote to RightAnswers for documentation environment.

Importing screenshots and documentation from OneNote and into RightAnswers platform.

PowerShell scripting of users into documentation by Active Directory container information.

Modifying Active Directory user and group properties utilizing PowerShell scripting.

Computing disk capacity requirements for approximately 200 VMWare servers within farm.

Migrating thin clients from client sites utilizing Robocopy.

Migrating user system files and modifying security requirements utilizing PowerShell script.

SunTrust Bank - Atlanta, GA December 2012 – May 2014

Position – Intel Integration Engineer – Server Refresh Project

Migration of 1500 VMWare virtual servers to Hyper-V environment.

Utilizing SCVMM 2012 console to launch, configure, troubleshoot, and remove Hyper-V migrations.

Creating backups of VMWare servers, as well as utilizing automation for post-migration cleanup process.

Maintaining SharePoint of migration processes, date completed, and notes.

VPN access to the network for remote work, as well as any after-hours procedures.

Configuration of Windows server environments: Windows 2000, NT to Windows 2008 R2, and Server 2012.

Configuration of IPv4 service, IPv6 service, TCP/IP Routing.

Collaborating with IT department on process changes.

Updating documentation upon migration process changes.

VLAN issue resolution for existing Virtual Machines in VMWare vSphere and Hyper-V SCVMM.

Configuring VM attributes with IT department role titles, including DEV, Test, and QA.

Resolving technical issues between VMWare and Hyper-V to migrate systems.

Supporting Hyper-V environment, making configuration changes to RAM, networking, and VHD capacity.

Transferring of Hyper-V servers between Hyper-V hosts.

Monitoring of server and VLAN activity, logs, and statistical data via SCVMM 2012 console.

Configuration of Avaya IP Phone and Avaya One-X Communicator, inbound/outbound connectivity.

Utilizing Microsoft Lync, Outlook 2007/2010, and SharePoint Online in send/receive correspondences.

Troubleshooting of Hyper-V VLAN host issues for issue resolution.

Installing Windows Server service pack updates, launched for designated servers.

Setting up firewall rules, support of clustered servers and IIS services.

Configuring updates to SQL servers running versions from SQL 2000 to SQL 2008.

Installing various applications to servers, via SCCM.

Remote Desktop Protocol access to server environment, including virtual servers and server hosts.

Maintaining Active Directory environment for Windows Server 2003, 2008 R1 & R2.

Collaborating with application owners, for migration and decommissioning of servers.

Supporting HP physical server hardware including standalone DL servers, as well as Blade servers.

Interpreting/updating environment playbooks and Visio drawings.

Utilizing login scripts for user account profiles.

Instructional training of other engineers and application owners on project scope and documentation.

Network planning, maintenance scheduling, server optimization via service pack upgrades, system updates.

City Colleges of Chicago - Chicago, IL August 2011 – June 2012

Position – Exchange Consultant – Office 365 Server Migration

Deploying of Office 365 Environment / Cloud-based email infrastructure, topology and system requirements.

Migration of 3500 user accounts from Novell GroupWise to Office 365 and access level administration.

Utilizing Quest migration tool for account migration, calendar, tasks, and notes.

Provisioning of Directory Synchronization process in Office 365, synchronizing accounts and mailboxes.

Setting up of Directory Synchronization Server and server hardware requirements.

Office 365 for Education Cloud licensing protocol, with configuration of Microsoft Certificate Services.

Designing, implementing, and modifications to Active Directory interface for Windows Server 2008 R2.

Migration of Group Policies for all user groups and roles.

PowerShell Scripting on user account credentials modification.

Symantec Endpoint Enterprise Protection management of firewall and Port Open Request collaboration.

Citrix NetScaler configuration and management for cloud service requirements.

Maintaining and cleaning up of Active Directory Environment, including all OU’s / Child Domains.

Utilizing VMWare for test server environments.

Creating environment drawings in MS Project and Visio.

TCP/IP Routing and DNS server configuration.

Supporting of ILM and FIM server interface.

MX record modification in mail server protocols, as well as SMTP routing and SSL certificate.

Migration of Test Users Group using IMAP Migration and Quest Migration Tools.

Pilot Migration for OIT department from Novell GroupWise to Office 365.

Setup of ADFS 2.0 Server Farm and ADFS 2.0 Server Proxy Environment.

SQL Server 2005 and 2008 properly updated and configured.

IIS 7.0 customized and web certificates registered for ADFS environment.

Setting up of Mobile Devices (iPhone, iPad, and Android) in the Cloud.

Blackberry Devices setup in the Cloud.

Remotely attended and serviced hosted and cloud environments.

24x7 system support availability, monitoring, and post-migration cleanup.

Debugging and troubleshooting to Active Directory, ILM, SQL, and Exchange environments.

Remote support via VPN access to network.

System patches and upgrades as needed, network planning and maintenance scheduling.

Radio Shack -- Dania Beach, FL May 2010 – July 2011

Position – Technical Sales Associate – IT and Wireless Services

Activating and upgrading of new cell phone services, including Sprint, T-Mobile, and AT&T post-paid contracts,

as well as pre-paid services of Boost, Virgin, GoPhone, TracFone, Net10, and T-Mobile pre-paid.

Selling of main inventory products and instructing users/customers how to use these products, such as

televisions, remotes, portable music players, computers, tools, and small mechanics.

Promoting new cellular devices to new customers for purchase.

Advocating clients to upgrade to new forms of technology offered in-store, such as portable televisions and

music.

Selling wireless products to clients to promote portability of technologies.

Verizon – Phoenix, AZ October 2009 – January 2010

Position – Contractor – Systems Migration

Transferring former Alltel PC equipment out of Verizon wireless stores due to merger in operations.

Working with DELL PC’s (GX280, 620 models) and DELL monitors.

Reimaging of DELL PC models and system wiping.

Moving of peripheral POS equipment (cash drawers, scanners, and POS keyboards.)

Inventorying of peripheral POS equipment.

Testing of LAN network connectivity on newly set-up workstations in stores for functionality.

System documentation to define tasks and task completion.

Audit of system equipment, peripherals, and devices.

Apollo Group, University of Phoenix – Phoenix,AZ August 2009 – October 2009

Position – Contractor – IT Equipment Relocation

Transporting PC desktop equipment to and from different call center locations for various move projects, including

locks, monitors, keyboards, mice, CPU, speaker, and phone equipment.

Locking down equipment procedures, as well as checking thoroughly over all equipment to ensure proper lock-down

of all devices had been instated, especially monitors and computers.

Testing functionality of network, keyboards, and mice by way of test logon of all computer setups.

Breaking down of PC equipment and phones in situations of transportation from one building to another, by way of

proper storage protocol.

Toyota Financial Services – Chandler, AZ April 2009 – July 2009

Position – Contractor - Deskside Support Technician

Supporting a call center of 700+ users as a desk-side technician for all PC equipment needing replacement, software

requiring installation/uninstallation, and desk move projects.

Imaging of PC’s including DELL Optiplex SX280, Optiplex 745, and Toshiba Tecra laptops with the corporate PC

image.

Responding to existing tickets and logging new tickets as transferred from the helpdesk within SLA time

requirements on the HPSD and HPSM ticketing systems.

Ensuring proper installations of Lotus Notes version 6.5 and 7.0 software and Lotus Notes ID files to user ’s desktops.

Working with the logon script to ensure proper drive mappings and user icons for each user ’s desktop.

Backing up and restoring of all user data upon reimaging of the corrupt hard drive or PC equipment.

Troubleshooting Internet Explorer version 6 and 7 issues dealing with pages loading incorrectly, as this was an

integral part of the call center representative’s position, accessing pages such as Western Union Speedpay.

Printing from Lexmark printers and printer drivers supported by the site were phoned into Lexmark support for all

usability issues.

Installing of Dialer application and Dialer Campaign to new training room computers, had to unplug all training room

PC’s and assist to break down these rooms when used for monthly conferences.

Faxing of documents from RightFax client 8.5.1 and 9.3 were serviced in order to properly send and receive faxes for

most users.

Installing Microsoft Office Suite, Project, Publisher, Visio, and Java Runtime 6 to user ’s machines depending on

requirements and PC or web components utilized.

Servicing and support of ViewSonic monitors, including versions VG900 and VP950b.

Testing hardware for functionality issues and determining the necessary replacement parts.

Replacing system parts for supported DELL Optiplex PC’s from DELL company, including motherboards, heat sinks,

power supplies, and hard drives.

Administering basic level of support for blackberries and Toshiba Tecra laptops for the managers.

Planning of a large desk move project, involving the moving of 50 to 100 PC workstations and their associated

equipment to new cubicles within a month.

Nissan Technical Center, North America – Stanfield, AZ January 2009 –

March 2009

Position – Contractor -- Systems Rollout and PC Imaging

Assisting in company-wide rollout of Nissan Technical Center’s corporate image of Windows XP Service Pack 2 on

DELL and HP personal computers, as well as laptop portables.

Migrating user personal files to external hard drive equipment as a manual backup to be moved back after new

company image has been formatted onto internal hard drive.

Transferring hard drive equipment between existing DELL computers whenever instructed.

Backing up and restoring of PC contents by way of command-line software application.

Filtering of specific unnecessary data per user as provided by documentation for new PC image.

Mapping of network drives and network printers for individualized access to data, as needed per user.

Setting of user access levels depending on laptop ‘power user’ or desktop ‘standard user.’

Corporate software installations, such as ‘SAP’ employee payroll application, installed from network as needed per

user, using “Run Advertised Programs.”

Testing connectivity and for user-friendly boot to user’s profile for a smooth transition over.

Installing any additional user-provided software application discs, such as MapPoint.

Testing of Outlook 2003 functionality for all users after imaging to verify access to PST directories.

Verifying log-on for each user to the Nissan employee portal upon internet access on network.

Taking note of assigned PC and laptop service tags and each legacy ID on computer name.

Making use of “User Profile Creator” in order to create backup list of personal data and mapped drives to confirm all

data has been restored after image and restore process have been completed through.

Contacting Nissan’s corporate conference line to perform a live confirmation of each backup and restore with the

executive IT infrastructure.

AT&T U-Verse – Mesa, AZ

Position - Tier 2 Technical Support via Inbound/Outbound Calls July 2008 – December

2008

Supporting paid members, sales office reps, dispatch department, and premesis technicians in major market push of

AT&T U-Verse product line (High-Speed Internet, TV receiver/DVR, and/or Voice-Over IP phone line).

Technicial support provided to premesis technicians for installations and repairs to members homes, by performing

residential gateway swaps (wireless modems) and set-top box swaps (TV receivers).

Performing extensive troubleshooting for hard-wire ethernet and wireless PC’s, laptops, and Macintosh computers to

members whom lost connectivity – adjusting PC settings such as firewall, IP address settings, renewing IP,

refreshing DNS, and changed gateway wireless channel.

Connectivity issues to residential gateway include troubleshooting to outside line port bounce, network interface

device and determining line status (loose crosstalk, metallic fault, port swap, low signal strength, service area

outage, technician dispatch needed, etc).

Worked with customers on setting up call-back times for reviewing line status and resolving picture quality issues,

video-on demand problems, or high definition difficulties.

Adding on services to the provide order so that upgraded packages were received by members over the phone, such

as increased channels, high-definition, and increased internet speed packages.

Troubleshooting TV receiver or DVR (set-top box) issues for U-Verse members included power-cycle to the box or

instructing how to completely reformat the box; instructing how to plug in new device cabling, should replacement

cables be purchased or high-definition cables be readily available.

Instruction of how to record on DVR or video on-demand walk-throughs, or programming the U-Verse all-in-one TV

remote (TV, DVD player, AT&T Receiver, DVR recordings).

Clarify ticketing program, SCANR outage/line status tool, BBT quality check, Channel Blackout tool, Channel Lookup

Guide, LASSO port status, G2 final resolution, TotalView schedule/stats viewer.

Strict adherence to statistics on length of call-time, amount of calls, quality dispatches, customer surveys, and daily-

repeat-rate (customer/prem tech call-backs for similar issues), and attendance.

Outbound call follow-ups to ensure ‘First Call Resolution’ and ‘Customers First’ mottos.

E-Squared Communications – Tempe, AZ

Position – Helpdesk Lead Tech I and Field Service Consultant March 2008 – July 2008

In-house and on-site client tech support for all issues regarding PC’s and hardware, some networking and server

issues.

Maintaining all clients via remote service desk.

Clients’ servers and desktops maintained within the database, remotely access for all issues.

Every other week desktop support on-site at various clients, as opposed to remote access support.

ConnectWise ticketing system for all issues that arise; using ConnectWise, all ticket info had to be maintained with

the amount of time spent on each ticket.

Took ConnectWise online training at ConnectWise University to complete admin certifications.

Active Directory maintained on servers to create new users and email accounts in exchange.

Software/hardware installation, assess machines and act as a consultant to the best upgrades needed for optimal

machine performance.

Software installations: Office 2003, Office 2007, XP Professional, Vista Professional, Quickbooks, Geotab, Mappoint,

ConnectWise, Windows Updates, AVG 7.5, Spybot, Ad-Aware, Adobe Acrobat, MS CRM.

Hardware installations consist mostly of RAM upgrades and PC set-ups.

Troubleshoot printer issues and network connectivity issues, remotely and on the field.

Blackberry remote issues and adding new devices onto Blackberry Enterprise Server.

Citigroup Financial – Phoenix, AZ

Position – DELL/Unisys Contractor -- Desktop Support Technician November 2007 – March

2008

On-site software & hardware support for DELL Optiplex GX260/270/620 workstations, Windows 2000.

800+ end-users of Citigroup Financial and Real Estate.

Support of clients remotely by phone and by visiting customers according to DELL guidelines.

Ticketing systems - OVSC & SRMS console - intricate reporting of client details; including PC serial # ’s, incident

details, work-around information, and ticket closure necessary within the SLA clock deadline (8 hour maximum).

Remote access application - VNC Viewer - used for remotely resolved incidents.

Certified with following DELL certifications: DSP - Customer Experience V. 2.5 Certification, Foundation 2007

Portables, Foundation 2007 Desktops, Trusted Advisor for Field Service, Dell Soft Skills – Certification, Basic Wireless

Technology – Certification, Dell ESD – Certification, DSP Client – On-Site Troubleshooting w/Power Tester

Certification.

With certifications, given rights to travel to all DELL on-site support locations and provide desktop support for all

business desktops & portable units.

Configured PC hardware to install/de-install motherboard components, RAM, and power supply.

Swapped out old PC units, monitors, keyboards, mice; system defragmentations; re-imaged PC ’s to Unisys company

standards; software installation via Ghost-cast server application; user account access privileges; worked in

conjunction with the corporate helpdesk in India for ticket escalation.

Massage Envy – Phoenix, AZ

Position – Networking and Systems Migration August 2007 – November 2007

Performed time-critical systems migration on a nation-wide level, access to all franchise PC terminals.

200+ retail clinics throughout the U.S undergoing a massive software upgrade, allowing all store terminals to process

customer orders and effectively manage appointments.

Networked all PC terminals and printers involved in the project, as well as multiple system upgrades.

Utilized LogMeIn software application to remotely access all terminals.

Troubleshooting of all present and forthcoming issues via outbound calls to each clinic.

Final testing and upgrading of new software for launch.

American Thoracic Society – New York City, NY

Position – Data Entry and Database Maintenance January 2007 - June 2007

Mail merging, data entry, assistant to the fundraising dept coordinator, lung cancer research.

Mass collation of mail-merged documents with mail-merged envelopes.

Data maintained and administered through iMIS database software for all updates to client info.

Microsoft Word mail merge & Microsoft Access databases.

Computing Skills

Windows Server 2003, 2008, and 2012 Networking

Microsoft Office 365 Cloud Infrastructure

Microsoft Exchange 2003 and 2010 Architecture

Windows XP, 7, and 8

Novell GroupWise Mail Server

RightFax 8.5.1 and 9.3

Software Deployment, via Ghost-Cast Server and SCCM

Blackberry Enterprise Server 5.0

Microsoft Office 2013 Suite

Active Directory Users & Computers, Groups & Policies

Symantec Firewall Setup & Rules

Remote Desktop Protocol (RDP), Remote VPN Access

PowerShell Scripting

IPv4 and IPv6, TCP/IP Configuration

Citrix NetScaler Configuration and Management

WINS, SSL, DHCP, DNS

Mobile Device Configuration (iPad, iPhone, Android)

Hardware and Software Installation

SQL Server 2005, 2008

System Center Virtual Machine Manager (SCVMM) 2008 and 2012

Internet Information Services (IIS) 6.0 through 8.0

VMWare vSphere eSx 5.0

Lotus Notes 6.5 and 7.0

In-Bound/Outbound Desktop Support

DELL Certifications in On-Site Support, Desktops, and Laptop Portables

ConnectWise, Magic, and Clarify ticketing systems

Course Knowledge of VB, Oracle, and HTML

Windows 2000, XP, 7, 8 operating systems

Data Entry Speed: 98 WPM

Education

Montclair State University – Upper Montclair, NJ September 2003 – May 2007

Major – Management Information Systems (MIS) – 4 Year Degree, Bachelor of Science.

Achievements: Graduating GPA: 3.5; School of Business Dean’s Listed, May 2007.

Related Courses: Operations Analysis, Business Networking, Business Computer Programming, Database

Development for Businesses, Management Information Systems, Administrative Business Communications, Advanced

Systems Analysis, Strategic Management, Fundamentals of MIS I, Fundamentals of MIS II

Extracurricular Achievements:

90.3 FM WMSC – College DJ, Fall 2004, Fall 2006. Achievement: RPM Director, Fall 2006 – Spring 2007

The Normal Review - Literary Magazine – Achievement: Held E-board Position, Fall 2006

Management Club Member - Spring 2005, fundraising & guest speakers in business.

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