Engineer Service

**** * ***** ***. ******: 317-***-****

G. Sharp

Indianapolis, IN. 46201 Email: **********@*****.***

PROFESSIONAL OVERVIEW

• Thirty years of experience in computers and information technology

• Manage advanced manufacturing IT performance tasks in building storage technology and data network

advancements (SANs)

• Implement and manage new on-site accounts and helpdesk systems

• System administrator for 40,000+ hardware devices and accounts

• Write manufacturing technical documents, implementation processes, build instructions, and various others

EMPLOYMENT EXPERIENCE

Systems Administrator 6/2014-Present

Indianapolis Public School, Indianapolis, IN

• Lead Systems Admin: Sophos Endpoint Security and Control, Sophos Home, Sophos Mobile for approximately 40,000+

devices/users, and School Wires interface for Indianapolis Public School website (myips.org)

• Systems Admin Support: Active Directory, Microsoft Exchange, Microsoft Office 365, 700+ network printers, print

servers, Destiny Software

• Tier 2 support: School Dude ticketing system, escalation point for helpdesk

• Create scope, implementation and support documents for projects

• Deploy release of new technologies, support server base applications, and maintain a secure systems environment

Solutions Support Analyst Tier 3/Information Systems Support Specialist 4/2006-10/2013

Franciscan Alliance Information Services (formerly Visiting Nurse Service, Inc.), Indianapolis, IN

• Tier 3 Help Desk for St. Francis Hospital, Home Health/Hospice field programs, affiliated physician offices, and remote

office locations for problem resolution. Escalation point for Tier 1, Tier 2, and contract staff

• Maintained hardware and software of all assets across hospital and office sites

o Worked with clinical departments to install and configure over 450 applications to improve patient care

o Managed and maintained 250 tablet fleet for Home Health/Hospice and related administrative field personnel

o Collaborated with business analysts to provide technical resources for implementations, rollouts, upgrades

• Proactively identified and addressed user and system needs, asset tracking and disposal, and equipment refreshes

• Completed installs, moves, adds, changes, configuration and repair of all components and peripherals for 400 staff

• Performed network administrative duties as needed (Logins, permissions, e-mail, terminations, etc.)

• Assisted in server/application maintenance and troubleshooting as needed

• Complied with all HIPAA and company standards and policies; Customer Support Employee of the Year 2007

Computer Support Engineer 4/2003-3/2006

J.D. Byrider Systems, Carmel, IN

• Provided Tier 1 and 2 support for national software/network helpdesk for nation’s largest used car retailer

• Assisted at the Software/Connectivity helpdesk for 95 franchises and company stores nationwide

• Supported custom software applications, Axapta accounting, network monitoring, network and system downs,

performance issues; provided assistance for PC, printer, OS, Microsoft applications

• Statistical management of trends, monthly work productivity, and miscellaneous project management tasks

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• Created and revised technical documentation for internal processes, procedures, instructions, training, etc.

Manufacturing Manager 9/2000-4/2002

Sanrise, Inc., Plainfield, IN

• Managed 13 IT professionals for advanced manufacturing tasks in building storage technology /data network

advancements (SANs). Responsible for training and development of team members

• Developed startup operations for multi-site hardware/software project execution, coordination and ramp-ups

• Worked with cross-functional teams to deliver services, develop project management plans and design reviews

• Project management of SAN product deployments into IDCs/customer data centers worldwide; provided engineering

follow up and change implementation technical documents

• Managed manufacturing ESD/safety procedures and related equipment

Senior District Systems Engineer 1/1999-6/2000

InaCom Corp., Indianapolis, IN

• Single Point of Contact (SPOC) for hardware helpdesk-using customer – specific ticketing system for largest national

account (Charles Schwab). Maintenance of servers, desktops, and network printers for 1200 users. IMACs,

configurations, repair of all components and peripherals, as well as workstation imaging

• Phone helpdesk support for InaCom technicians servicing national Schwab remote site trouble tickets

• SPOC for largest local account (Roche Diagnostics). Managed onsite hardware helpdesk using Vantive ticketing

system. Maintained servers, desktops, notebooks, and network printers for 1600 users (600 notebooks). IMACs,

configuration and repair of all components and peripherals

• Triage technician for at-large technicians (tier 1 phone helpdesk troubleshooting on all makes and models of hardware)

• Managed schedules for 10 technicians statewide

Senior Field Engineer

Vanstar Corporation, Indianapolis, IN 10/1996-

1/1999

• Implemented new on-site accounts and helpdesk systems

• Managed 13 field technicians on a daily basis; responsible for staff training; developed triage technician role at branch

• Implemented and trained employees on new dispatch system; acted as interim branch service manager

• Performed at-large service calls and handled critical customer issues; IMACs, configured and repaired all components

and peripherals. Fixed network, servers, desktops, notebooks, and printers of all makes and models

• Assisted in all branch systems and technology implementations (upgrades, migrations, updates, etc.)

Customer Engineer

IBM/TSS, Indianapolis, IN 7/1994-10/1996

• Performed on-site maintenance and warranty service for Indiana area, with a concentration in the Indianapolis/Columbus

areas; performed IMACs, configuration and repair of all components and peripherals

• Experience in workstation imaging and configuration; worked on several equipment brands

• Serviced customers such as Allison, Sears, Cosco, Essex, Key Bank, Inland Container, State of Indiana, etc.

Customer Engineer

Hewlett-Packard/Manpower, Indianapolis, IN 5/1992-6/1994

• Break/fix, on-site maintenance on servers, desktops, printers for Indiana area; completed IMACs, configuration and

repair of all components and peripherals.

• Specialized in third party equipment and critical customer issues, performed work on many brands of equipment

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• Serviced customers such as US Steel, Taco bell, USA Group, State Farm, Eli Lilly, HH Gregg headquarters, etc.

Owner

Computer Corner, Marion, IN 3/1984-

1/1992

• Founder of startup computer hardware/software retail storefront

• Opened service department in 1986 and expanded to training and Novell support

• Operated successful business until sold in 1992; employed three sales/training and two service personnel

EDUCATION

Ball State University, Muncie, IN 9/1979-5/1982

Major: Computer Science

Indiana University-Purdue University (IUPUI), Indianapolis, IN 9/1982-3/1984

Major: Computer Technology

Indiana University-Purdue University (IUPUI), Indianapolis, IN 5/2002-2003

Part-time distance courses

CERTIFICATIONS

• VCP5-DC (VMware Certified Professional 5 – Data Center Virtualization)

• HDI IT Service Management

• Lean Six Sigma – Yellow Belt

• CCNA (Cisco Certified Network Associate) (Expired)

• A+

• Storagetek L700 tape libraries

• Compaq, Hewlett-Packard, IBM, Lexmark, Toshiba: multiple certifications in servers, desktops, notebooks, printers,

plotters

SOFTWARE EXPERIENCE

Business Lync Microsoft Office Visio

Email Exchange Lotus Notes Outlook Webmail

Helpdesk Bomgar HEAT IVR Projec Trak REMEDY Remote Assistant School Dude Vantive VNC

Management Microsoft Project Oracle WBS

Network Active Directory Client/Server Technologies Horizon View Microsoft Exchange Administrator

Microsoft Office 365 N Remote G Solar Winds Sophos Enterprise Console vCenter/ vSphere

Technical Writing Forms Editor Frame Maker Word

Utilities Absolute/CompuTrace CA Firewall/Anti-Virus Credant Lojack McAfee Norton Sophos Endpoint

Security Team Viewer VPN

Miscellaneous AllScript Axapta accounting browsers Citrix CRT emulators McKesson Tiny Term emulators

Wireless client software auto industry software medical applications

HARDWARE AND SOFTWARE CONFIGURATION EXPERIENCE

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Hardware Air Cards Hitachi/HP Lightning 9000 Series Storage Devices (DOD) Dell, HP, IBM Servers

Storagetek L700 Tape Library Sun T1000 Tape Library Sun Netra, T3 Servers

Network APC Power Management Brocade Fiber Switches Cisco & Net Gear Routers /Switches

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