Support Technician

John Demerson

Contact info: 253-***-**** / 253-***-**** ******************@*****.***

Summary

I possess over eight years of IT experience as a network/i.t support/cable technician and hardware

support specialist. The proven ability to create and deliver solutions that meet client’s objectives tied to

business and technology performance. Working knowledge of the OSI model, Cisco equipment,

LAN/WAN administration and multiple operating systems.

Certifications

Cisco Routing/Switching Certification CCNA Cisco ID# CSCO12566523

Cisco Routing/Switching Certification CCENT Cisco ID# CSCO12566523

Technical Skills & Abilities

• Knowledge of PC hardware and operating systems (Windows 98, 2000, XP, 7, 8, Server 2003,

2008 and 2012)

• Advanced knowledge of Active Directory

• Working knowledge of OSI Model, TCP/IP, Ethernet, LAN and WAN technology

• Skilled in installation, configuration and management of desktop/client operating systems

(Microsoft, Mac and VMware)

• Hands-on skills in router and switch configurations as well as design, implementation and

management of Cisco IOS and routing protocols ( RIPv2, EIGRP, IGRP, OSPF)

• Cisco 2500, 2600 and WS series routers, switches, servers, workstations, laptops, firewalls, SAN

and NAS

• Other Skills:

• Confident leadership abilities

• Able to identify, analyze and effectively solve problems

• Able to communicate effectively with users who have limited technology background

• Able to work without supervision

• Works well in group settings

• Self-motivated and detail-oriented

Professional Experience

Stewart and Son I.T Solutions December 2014-2015

I.T. Support/Network Support

• Provide support for MS Exchange for over 1000 clients

• Administer level 1 and level 2 support for end users

• Monitor systems using Solar Winds N-Able

• Remote and resolve issues using Logmein enterprise level

• MS Server Administration support SBS/2008/2012

• Support backup and disaster recovery onsite NAS/SAN and cloud base

• Communicate with co-workers using Spiceworks ticketing system to coordinate issues and

escalations to appropriate levels when necessary.

• Follow up with clients to insure alert and current issues are resolved to LSA satisfaction

Anglers Marine Tacoma, WA May 2013 – 2014

Network Technician

• Provide network support to small and midsized business

• Offer training and support for employees using windows and Mac operating systems

• Install cabling and windows server setup

• Install and administrator Cisco ASA 5505 firewall for VPN and private IP.

Isoutsource, Bothell, WA May 2009 – April 2013

Desktop Support Specialist

• provide technical support to users running software or hardware

• train users running windows os or mac osx

• answer questions and support internal employees in a timely manner

• trouble shoot via phone, in person and remote to meet deadlines for customers and employees

Sungard Data Center, Alpharetta, GA Mar 2008 – Apr 2009

Data Center Cabling Technician

• inventory and setup layer 1 and layer 2 configuration per customer request

• Install cat5e, cat6, coax and fiber in data center

• Setup and install patch panels, servers and switches in data center phases. Provide testing for all

network equipment using fluke net testing equipment

• Rack and stack: Solarwinds, Cisco and Juniper router configuration

Digital Technology Partners, Conyers, GA Jun 2007 – Mar 2008

Network and Cabling Technician

• Installed complete network infrastructure in doctor’s offices

• Setup and configured dell servers running windows 2003

• Install and configure servers, switches and routers

• Administrator and support clients windows active directory

• Support remote login and security to fit HIPPA regulations

• Support end users and clients software and hardware

Automated System Design, Roswell, GA Nov 2005 – May 2006

Cabling Technician

• Provided support for the complete re-cabling of the Ritz-Carlton Hotel network infrastructure

• Manage a team of 50 co-workers

• Certify all network connectivity within IDF and MDF with Sr. network engineers

Education

ITT Technical Institute, Seattle, WA (August 2012)

• Associate of Applied Science in Computer Network Systems

Shorter University, Rome, GA (June 2009)

• Bachelor of Science in Business Management

Tacoma Community College, Tacoma, WA (April 2005)

• Associate in Arts and Science

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