Customer Service Technical Support

Brett H. Hilton

**** *** **** ** ****- ***-***-

3652

Cary, NC 27519 E-

****-***********@*****.***

Objective:

I'm a senior level IT professional seeking a team lead role to provide

support with my 17 years of IT and customer service experience.

.

Work Experience:

11/14 to Current - North Carolina State Department of Revenue (Windows 7

migration tech) (Consultant)

. Imaged, migrated and deployed Lenovo, HP and DELL machines to State

workers

. Provide 2nd level support to users experiencing issues post migration

such as log in errors and McAfee Encryption errors

. Conduct surplus and inventory reports to IT management

. Provided training of new OS as well as database applications such as

DOC Query, Office and terminal apps

9/14 to 11/14 - Network Performance (Windows 7 migration tech) (Consultant)

. Imaged Dell and HP workstations and desktops to Windows 7

. Provided support to users post migration

. Used Symantec Anti-Virus management tool to manage machines on network

5/14 to 6/14- Reichhold (Windows 7 migration technician) (Consultant)

. Imaged HP laptops and workstations to Windows 7 using the UMST tool.

. Provided 1st level support for post migration issues as well as data

migrations and restores

. Surpluses old equipment

4/14 to 4/14- CompuCom- Schneider Electric (Windows 7 migration technician)

(Consultant)

. Imaged HP and Dell Workstations/Laptops to Windows 7

. Provided technical support and scheduling to users pre and post

migration

. Performed data backups and restores of user data

2/14 to 4/14- Eaton Corporation (Windows 7 migration technician)

(Consultant)

. Imaged HP Workstations and Elite Books to Windows 7

. Loaded software such as TrendMicro Antivirus, MS Office and

Engineering software such as Autocad

. Supported 200 users on site post migration as well as other sites

remotely with tools such as BitLocker restore utility and Active

Directory

. Performed other tasks that fall into Desktop Support such as printer

installs, video adapters, drivers and application configurations

11/13 to 1/14- UNC Hospital (Windows 7 migration technician) (Consultant)

. Imaged new Dell XT3 and 3100 machines to Windows 7.

. Built mechanical computer on wheels for nursing and doctor staff.

. Performed support with any issues with machine builds.

. Organized new shipments and surplus old technology while documenting

all storage items.

11/10 to 12/12- CompuCom- Deutsche Bank (Team Lead)

. Started as Tier 2 working in build lab, building HP, DELL and Lenovo

machines to bank built OS environments.

. Moved up to Asset Recycling, Window 7 migrations, Desk Side Services

to Team Lead. (Tier 4)

. Supported over 21,000 users in the NY tri-state area with bank

applications, VB Script errors, LAN issues and escalations.

. Supported an entire site as a team lead for DSS related issues,

handled day to day escalations and all IT Infrastructure

responsibilities, as well as working closely with COO team on future

projects for our site.

. Coordinated with other groups such as other DSS teams, Audio Visual,

Networking and application owners to get known issues solved and

documented with new fixes.

. Provided 2nd and 3rd level support for Cary and 9 other remote sites.

. In absence of service manager; I stepped up to tackle current issues

with other DSS groups in getting our volume significantly reduced to

minimize SLA and escalations.

. Worked with the AS management team on a weekly basis to get new

technologies implemented in current Infrastructure, worked on open and

new issues that affected the Cary site and brought up new ideas that

could help users.

. Recommended new ideas and upgrades to improve technology and minimize

cost.

. Successfully migrated Cary site to Windows 7 as Project leader.

. On top of DSS and networking type of work, I also handled all Audio

Visual setups and issues.

1/10 to 4/10 & 8/10 to 10/10- CompuCom- Target/Best Buy ( Lead Tech)

(Consultant)

. Upgraded Target and Best Buy's POS systems.

. Swapped out credit card pads, installed new RAM and cables.

. Replaced IBM machines with new I5 dual core IBMs and POS registers.

. Managed 2 technicians onsite with me to complete sites.

8/08 to 1/09-USI (IT Analyst) (Consultant) Manhattan/Long Island, NY

. Provided level 2 support; for end users both on the phone and in

person using Service Desk and Service Now.

. Worked closely with the Help Desk and fellow analysts solving Citrix

and Windows issues such as; Office 2003, virus Alerts, WYSE firmware

upgrades, Active Directory and building new desktops/laptops via

Ghost.

. Wrote Technical documentation for end users for logging in remotely

via Citrix and accessing Webmail.

. Worked on several projects including migrating from Lotus Notes to MS

Outlook 2K3 as well as office moves.

. Setup and configured new and existing Blackberry devices to work with

Lotus Notes and Outlook.

2/08 to 4/08- Dewey and Leboeuf (Email Migrator/Verifier) (Consultant)

Manhattan, NY

. Performed mail flow testing, confirmed user's calendar, contacts and

emails up to 70GB before migrating them to Exchange.

. Performed email moves using Quest software, Excel, SQL, Active

Directory, Exchange, ADSIedit, GDSI and PFAdmin tools.

. Performed testing after user has been migrated by using GDSI tool

reports with CSV excel formats and visually confirmed with Lotus Notes

and Outlook windows open.

6/07-8/07- BAE Systems (Desktop Support/Rollout Specialist) (Consultant)

Greenlawn, NY

. Transferred government files from old hard drives to new ones and pre-

formatted with updated operating systems and software.

. Provided technical support to users who have been migrated with

updated software.

. Replaced HP and Dell computers with state of the art PCs.

1/06-2/07- Cold Spring Harbor Laboratory (IT Coordinator) Cold Spring

Harbor, NY

. Coordinated with scientific instructors while maintaining and

managing technical support during course seasons, discussing

classroom setups, software installs and layouts using Red Hat, Mac

OSX and Windows Environments.

. Managed the IT equipment budget for each course and made $100,000 in

course computer rentals.

. Managed department website and started a Science web forum.

9/05-12/05- New York Community Bank (Computer Technician-Temp) (Consultant)

Westbury, NY

. Provided technical support to branch employees.

. Used remote access software to solve software and printer issues from

corporate headquarters.

. Installed, configured, replaced and tested new server equipment, Cisco

switches and new computer installs.

8/03-9/05- Banctec (Incentive Based Technician-Team Leader) Plainview, NY

. Called to make appointments with new DELL customers for new equipment

to be installed.

. Setup, configured, tested and provided tutorials for home and business

customers with their new DELL PCs.

. Installed Wireless Access Points, Computers/POS, Wireless/Wired

Networks, Data Migrations as well as break fix for hardware issues.

2/03-5/03- Quikteks (Network Analyst) Fairfield, NJ

. Provided phone/on-site technical support for their Windows server

network.

. Installed and configured Network hardware such as Firewalls, Switches

and Tape drives; as well as installing Exchange and Active Directory.

. Always kept written logs on-site and a copy of them in office to

document what was done on location.

8/02-11/02- Mt. Sinai School of Medicine (Database Coordinator) Manhattan,

NY

. Maintained NT4 and Windows 2000 server, including weekly and monthly

tape backups.

. Created database programs for hospital doctor offices using Microsoft

Access.

. Provided technical support for medical doctors and their staff.

10/01-6/02- Fashion Institute of Technology (Computer Technician Level A)

Manhattan, NY

. Managed 5 student aides to help computer users in 6 different labs.

. Maintained Windows/MAC computers' stability.

. Provided support for people needing help with Photoshop, Illustrator,

MS Office and general printing help.

10/01-12/01- Empire Blue Cross Blue Shield (Installation Technician)

(Consultant) Manhattan, NY

. Worked on a team of 6 to setup and install 100 computers a day.

. Installed MS Office, Lotus Notes and Antivirus software.

. Connected users to Windows Network with Server shares and provided

onsite technical support to NYC offices.

7/01-9/01- ABN AMRO (Service Desk Technician Level 2) (Consultant)

Uniondale, NY

. Provided telephone technical support to ABN-AMRO and EAB employees.

. Dispatched PC Technicians to users that could not be resolved over the

phone.

. Setup new user accounts in Novel 4.11 as well as Lotus Notes versions

4 and 5x.

2/01-7/01- Hudson General (PC Specialist) Great Neck, NY

. Provided technical support to corporate employees, onsite employees to

remote locations.

. Handled Network issues such as wiring, routers and AS/400 reboots on a

Token Ring Network.

. Saved company nearly $20,000 on new software efficient ways to send to

remote sites.

10/00-2/01- Finepoint Technologies (Integration Consultant) Manhattan, NY

. Provided Q&A to new software for ISPs.

. Created home screens for ISP websites using ISV software.

. Maintained technical support to ISP companies.

Education/Certifications:

9/98-6/00 COMPUTER cAREER cENTEr

Major: Networking Specialist

1,020 hours of intensive hands-on program integrating and optimizing PC's,

LAN/WAN and workstations

9 DCSE's (Dell Certified Systems Expert) 4 Dell

Customer Service Awards

Over 100 Dell Product Certifications

INET+

Currently studying for Citrix's XEN Desktop Certification

9/13-12/13 WAKE TECH COMMUNITY COLLEGE

A+ Certification course

Operating Systems:

Windows NT/2000/2003/2008 server Desktop versions- Win95 to 8.1, MAC 9x-

10.x, Red hat Linux, Cent OS Windows

Contact this candidate