Support Technician

James H. Smith

Eastampton Twp NJ *****

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

********@*****.***

Summary: Experienced and innovative professional with extensive years within the IT industry.

Significant accomplishments in:

• Proactive in anticipating any potential barriers, and making contingency plans to alter a desired output

• Resolving clients dilemma, or if necessary opening a line of communication to various support teams

• Finding and sharing resolutions issue with peers, documentation the solution when possible.

• The ability to take ownership of any/all issues that may arise.

Experience:

Mitchell Martin, Inc. NY, NY 10018 (3/2014-03/2015)

Contractor Position: BOA, Merrill Lynch, Pennington, NJ 08534, Support Technician

• Providing remote/on-site support to Wealth Management Workstations / Servers 2003/2008/2012

• Network configuration / troubleshooting (TCP/IP, DNS, DHCP, NetBIOS, wireless) in a window environment.

• Maintaining QA / Dev / Prod environment updated and accuracy. Working closely with the Engineers, Developers, and

QA Testers on build release, imaging installing, configuring new build /upgraded of physical and virtual wks with Win-

7 /Win-8.1

• Manage and supporting VDI Infrastructural (VMware ESXI 5.0 Server, VM) on VCenter console thru VMware GUI

• Providing CA software deployment (DSM Explorer) on all core build physical and virtual Win 7 / Win 8 machines.

• Providing application and system support across environment (QA/DEV/PROD)

• Administration AD, GPO, OU, operational and network changes as needed / requested.

• Monitoring and resolving technology incidents and request via a ticket queue system “MAXIMO”

Catapult Technology, Philadelphia PA (6/2010- 12/2013)

Contractor Position: Government Firm (GSA) Support Technician-Tier2 (Region 3)

• Providing remote/on-site support to teleworkers

• Providing front line support (email, desktop application, troubleshooting hardware/software PC/Laptop

• Providing application and system support within the AD Domain environment

• Supporting Citrix, VDI, along with PC Deployment and Refreshing in a Window OS environment

• Supporting utility software: Bigfix, McAfee, Cisco VPN, DSM, Active Client, etc..

• AD administration, thru NetIQ (create/modify/delete/Group/unlock user accounts)

• Configure and install new workstations with Windows XP, Windows 7, & Windows 8 in an AD environment

• Imaging, upgrading and rebuilding workstations in a breakfix environment.

• VoIP Phone Config (Creation subscriber /Phone accounts in CUPM (Cisco Unified Provision Manager)

• Setup Configuring Clients network, Verizon / Blackberry device to BES and other mobile devices (ipad, cell phone,

WIFI, printers devices, etc) to Servers

• Lotus Notes troubleshooting /configuration while migrating to Google Mail (Gmail) / Outlook 2010

• Assisting in migration of client’s laptop/desktop computer from Windows XP to Windows 7 /8 platform.

• Perform tests on connectivity and / or data conversion to verify functionality according to detailed script.

• Performs inventory/asset management processes. Monitoring problem tickets resolution (Service Now).

Insight Global, Bloomingdale, IL (Chase Bank “JPMC 2010 Equipment Refresh Project”) (5/2010 – 06/2010)

Contractor Position: Field Engineer, Desktop/Server Traveling Lead Technician

• Meet w/ Supervisor /Manager and Team Members to review scripted procedures, scope of work, etc.

• PC Deployment and Refreshes

• Troubleshooting Network connectivity, Server 2003,2008 XP, WIN-7, and Printer setup

• Perform tests on connectivity and / or data conversion to verify functionality according to detailed script.

• Performs inventory/asset management processes

Pomeroy IT Solution, 1Madison Ave, 7th FL, NY, NY (08/2008 – 01/2009)

Contractor Position: The Port Authority of New York & New Jersey, System Administrator

Deployment, Build and maintenance of Microsoft Windows Server OS (WIN2K & WIN2K3), and applications.

Configuration, administration and support of Microsoft Active Directory, Microsoft SQL Services.

AD Security Support (Access Rights, Setting GPO Policy). NTFS Permission of end users accounts and resources

Coordinating and implementing Monthly Microsoft Patches and hot fix deployment.

Configuring, supporting IT desktop infrastructure (Win 2000/ XP/ Vista) based PCs, printers, VPN, RAS and desktop assets

Acts as a liaison for the Port Authority, overseeing (Project IDSM) FJC Tech supported vendor team at the WTC Site.

Merrill Lynch & Co., Pennington, NJ 08534 (04/2001 – 05/2008)

Position: System Administrator

• Provide technical support for 1,500 Prod /Dev & QA Servers (Merrill Lynch Global Private Client Operations) in a

Windows environment. Responsibilities include the following:

• Hardware/software problem determination and resolution resulting in eliminating/reducing down time.

• Utilize Remedy/ Change Manager as a trouble ticket reporting system to track/monitor user problems and requests

• File backup restore on Servers for local, and remote client.

• Network troubleshooting, and supporting core build of all windows OS platforms (DHCP, DNS,TCP/IP)

• Supporting markets data feed and Financial Market data derivative workstations (Bloomberg, Reuters)

• ML Core Build to Post Build Installations (1 through Tier 3 builds as requested by users.)

• Test Validations / improving implementation procedure for manual and auto builds to insure functionality and stability

within build.

• Datacenter Logistical work (Rack, Stack, and Documentation) Servers build to client / datacenter specification

• Installed and tested Base Utilities running on Windows 2000/2003 ( Bigfix Agent, Epo, NetIQ, Altiris Images, Virus

Scan 8.0i, SP, TSM Agent, Patches, CA Agent)

• Support Microsoft Outlook (Creating and Configuration Mail Boxes within Exchange Server)

• Installed and tested Windows 2000/2003 x64 R2 on Dell, IBM, and HP Servers DL385 and DL585(Intel /AMD)

• Installed and tested Microsoft OS Clustering for Windows 2000/ 2003R2x64- SQL Server 2005 64 bit

• Installed and tested SAN connectivity using Fiber channel cards (Emulex HBA’s)

• Supporting IIS (5,6) Web Servers, and Sites

• Build and Configure Citrix Presentation Server 3.0/4.5 implementing for Windows OS 2000/2003

• Coordinating \ collaboration with Clients, and other support personnel on MS Patches deployment scheduling

• BigFix Administrator Deployment of Microsoft Patches and hot fix to QA/Dev/Prod Environment (server/wks)

• Administrate CA SDO V4 and DSM R11 software distribution systems to implement Staging, Deployment of software

packages to QA/Dev Environment, and then promoting QA pass Releases to Production Deployment Team (Unicenter

Software Delivery and Asset management) for delivery to 30,000+ workstations.

• Administrate Windows Active Directory 2000/2003 in selective OU Container (Administrate Resources Security

Support (NTFS Permission, Access Rights, Setting GPO Policy) of end users accounts)

• Provide User-desk side support, as requests to QA\DEV\Prod

• Support Remote Administration and configuration through iLO/RSA/ALOM technologies

• Knowledge of virtualization using VM Server, ESX 3.0, 3.5, VC, Vmotion, DRS & HA, Migrating from P2V

• Knowledge of VMware ESX Server security: defining and applying Roles & Permission within Active Directory

(add/mod/delete/ Users and Groups) Configuring: Vmotion, Resource Pool, and DRS & HA Cluster, Cloning and

migrating VM Guest machines

• Pager-duty rotation providing Weekend and Holiday Global Coverage

Merrill Lynch & Co. Somerset, NJ Position: System Specialist (10/1999 –04/2001)

• Provide technical support for 5,000+ end users and Servers in a Windows NT / Novell environment. Responsibilities

include the following:

• Troubleshooting and Supporting desktop / laptop hardware and software

• Utilized Remedy as a trouble ticket reporting system to track/monitor user problems and requests

• Supporting LAN & Server environment with utilities such as SMS 1.2 & 2.0, System Administrator Tools

• Global Windows NT Administration (Enterprise Admin)

• Files backup restore on Server for local, and remote client

• Desktop support of Rumba, Polaris, Brixton, Attachmate Extra, and other 3270 emulation tools.

• Assist in debugging application problems and issues.

• Supporting various Windows NT Shell build: TGA, PCA, BFS, BIS, Wealth Management, & Executive workstation

• Supporting Financial Market data derivative workstation (Bloomberg, Reuters)

• Support MS Office 2000 Package

• Laptop, desktop Imaging, cloning & provisioning using Ghost, Altiris

• Support of Exchange Server 5.5, and Outlook configuration

Dow Jones & Co. NY, NY Position: Network / Computer System Specialist 04/1993 – 10/1999)

Responsibilities included the following:

• Global 2nd Level Support of PC's, Laptops, MAC, and their applications for the staff of The Wall Street Journal.

• Supporting Financial Market data derivative workstation (Bloomberg, Reuters, Telerate,)

• Support Microsoft Office 97

• Supported the Backbone of a 2000 + Node 10/100 Fast Ethernet Network.

• Configured TCP/IP: WINS, DNS, HOSTS, and LMHOSTS Files in a mix Windows NT, & MAC Environment.

• Configured Bay Network's Switches, Hubs in a multi-segment TCP/IP V-LAN Environment.

• Knowledge of Sun Solaris 7.0, Linux (red hat)

• IMAC (installation, move, add and change) Service on Network

Education:

• Bachelor of Technology Degree (BT) - SUNY College at Buffalo, NY

• A.A.S., Technology - SUNY A&T College at Farmingdale, NY

• MCP Certifications

• A+ Certification

• Unix Operation System, & EIA (RS232) Data Line Training

• Continuing Education Course: WINDOW SERVER 2000 /2003/ 2008 /2012, WIN-XP, WIN-7 & WIN-8.1, Bigfix,

• CA SDO V4 and DSM R11

Technical Knowledge:

Software:

• Windows NT, 2K, XP, Vista, • TCP/IP, DNS, DHCP, WIN, NetBEUI Protocol • MS Office XP, 2007, & 2010 /2013

• McAfee Anti Virus Software • MS Outlook, XP, 2000, 2007, 2010, & 2013 • Windows 7, Windows 8 •

Remedy Reporting System • Partition Magic, Drive Image, Ghost/Altiris, WDS

• Windows Servers 2000/2003/ 2008 /2012 Enterprise • Seagate Backup Exec.

• OPS Ware • BigFix (MS Patches Deployment) • MS-SQL 2000/2005, 210, 213

• CA _SDO V4, and DSM R11 Software Deployment • VMware: ESX /VSPEAR 3.0, 3.5, 5.0

• Unicenter (Software Delivery and Asset Management) • TSM (Tivoli Storage Manager) Backup

• NetIQ • Performance Monitor (perfmon) • Avocent, KVM

Hardware:

• Desktop & Laptop PC’s • Tape Backup & Zip Drives • Printer & Scanners with network interface cards

• Compaq & IBM Servers • IDE, EIDE & SCSI Drives • Standard Modem, DSL & Cable Modem

• DELL PowerEdge Servers • IBM / HP Blade Servers • SAN [storage area network]

• Switches Hubs & Routers Config. • Ethernet, Token Ring • Multimedia Devices

• Raid Configuration • Logistics (Rack & Stack) • NAS

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