Manager Service

Dwight Heiland, *** Sagamore Cove, Sugar Hill, GA 30518 Phone: 770-***-****, E-mail: ******.*******@*********.***

Summary Experience in hardware and network technologies in a multi-client environment with LAN/WAN,

Ethernet, wiring topologies, routers, switches, and hubs. Proficient in MS Windows XP, Windows 7,

MS Server 2003 & 2008, MS Exchange, MS Office 2003- 2010, Remote Desktop support, Symantec

Backup Exec, Barracuda Firewalls, VMware, Casper, DameWare, Bomgar, Acronis, Ghost and Cisco

VPN.

Work experience August 2011 - February 2014, Access Insurance, Atlanta, GA

Service Desk Technician

Answered internal/external help desk calls, voicemails and e-mails. Deployed and maintained

workstations, iPads, iPhones, MS Server 2008 R2 Enterprise, Exchange Server 2010, Active

Directory, and Postini. Maintained Service Desk Plus system. Proficient in Microsoft XP, Windows

7 operating systems, MS Office 2003- 2010, MS System Center Operations Manager 2007,

network configuration, RDP support, Cisco VPN, VM ware, Citrix client, Casper, DameWare,

Bomgar, Acronis, MS Exchange, and Office 365.

August 2009 - May 2010, Techbridge, Atlanta, GA

Customer Operations Representative

Supporting multiple non profit organizations with their technology needs. Supported external

knowledge center calls, voicemails and e-mails. On site support for break/fix, new installs and

upgrades of equipment and software. Data center support and moves. Deployed and maintained

workstations, MS Server 2003 & 2008, Symantec Backup Exec, Active Directory, and Barracuda

Firewalls, Blackberry Enterprise Server, Desktop Manager, printers, peripherals, and VOIP phones.

Restoring service on hardware/circuit outage conditions. Maintained SysAid system. Proficient in

Microsoft XP, Vista, Windows 7 operating systems, MS Office 2003- 2010, network configuration,

RDP support, Cisco VPN and MS Exchange.

May 2003 - August 2008, Travel Incorporated, Duluth, GA

Help Desk Specialist/Technical Liaison

Answered internal/external help desk calls, voicemails and e-mails. Deployed and maintained

computer workstations, servers, backups, printers, peripherals, VOIP phones, client side software

applications. Restoring service on hardware/circuit outage conditions. Assisting / Mentoring Tier 1

associates as needed. Maintained Track IT system. Proficient in Microsoft operating systems, network

configuration, VPN and email configuration. Also served as Data Warehouse AE for AT&T.

October 1999 - May 2003, Worldspan, Atlanta, GA

Sr. Implementation Coordinator

Performed technical consulting for AE’s and implementing requests for existing and potential E-

Commerce, Strategic, DCC & Multi-National customers including, Priceline, Orbitz, & Expedia.

Consulted in all aspects of provisioning including circuits, database, and equipment configuration

requirements. Managed team workloads & proficiencies.

May 1997 - October 1999, Worldspan, Atlanta, GA

Instructor

Provided support for LAN installation and 3 party application, customized instruction for

rd

Worldspan B2B applications.

Education Vermilion High School Vermilion, OH

Diploma

Silicon Valley Learning Center Norcross, GA

Certificate A+, Net+, MCSE, CCNA

Certifications Net+, MCP

Gwinnett Tech Lawrenceville, GA

MS Office 2010

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