Support Management

Jeremy Ward

*** **** ********** *** *** ****

Kalamazoo, MI 49001

Cell phone 269-***-****

Email address ***********@*******.***

Specific Skills and software experience:

• Fourteen (14) years of first, second, and third level IT (24x7/365 days a year) support for

Windows based networks, including Server 2012 and Windows 7 Enterprise, including

installation and specialized configuration of desktops, servers, laptops, printers, network print

servers, thin-client devices, and smart phones in large and small scale environments (100 to

2,000 users). Extensive exposure to VMWare, Hyper-V, RDS 2003-2012, Kaseya, Connectwise,

Continuum IT Support Portal, SharePoint 2010, TCP/IP, Information Security, Barracuda Backup

Devices, E-vault Backup devices, and other devices as needed.

• Fourteen (14) of end user support of Microsoft Office applications through 2013, Peachtree, FAS,

Adobe Illustrator versions 8-CS, Adobe Acrobat Professional, Ajera project management, Backup

Exec, Intronis backup software, Kaseya Agent, Kaspersky Antivirus, LanDesk remote control

software, Lotus Notes, 6. Remedy helpdesk software, Powerquest PC imaging software, SCCM,

SMS, WSUS, Veeam, and Data Protection backup software.

• Six (6) months of admin experience with Cisco Call Manager and Unity Messaging, plus

RSA/Cisco VPN token management.

• Five (5) years of configuration and connection of industrial network devices for direct

measurement of production and real-time manufacturing work via PC based counting and

measurement devices. This includes suggestions and general maintenance of PC and network

links in a hostile environment for PC functioning, as well as thin-client upgrades and

maintenance.

• Maintained and ran Sharepoint 2007 Server for 500 employees in manufacturing environment at

Royal Oak Industries. Upgraded 2007 farm to 2010 when it was released. Evaluated web parts,

transferred documents for manufacturing retrieval (plans, engineering documents, checkout

forms, etc), enabled search services. Installed and configured Microsoft Office plugins (2007,

2010). Also worked with Office 365 version of Sharepoint at CyberMind in same role for three (3)

months.

• Implementation, administration of Exchange Server 2010 to 2000. Configuration, Implementation,

and upgrades of Mailwise anti-spam ware, Trend Corporate Antivirus/Anti-Spam Solutions

Corporate v7.6 to 8), and Veritas Backup remote site support for three (3) years.

• Vendor negotiations and cost analysis of corporate waste and redundancy. A total cost savings

of $65,000 per year for the last 3 years resulting in the reduction of six different telephony/ISP

vendors to one, elimination of major IT service vendors to two, implementation of hybrid

IP/digital phone system, electronic form printing and storage, research into fax servers, backup

power systems, and replacement equipment as needed for six (6) years.

Work History

• December 2014 to March 2015 Peak Systems (for Pfizer Kalamazoo, MI) Contract

25 West 31st Street, 12th Floor

New York, NY 10001

• Desktop support and printer repair/vendor management for Pfizer Kalamazoo site.

• October 2014 to December 2014 Meijer Contract

2727 Walker Avenue

Grand Rapids, MI 49544

• Job title, specific experience and duties: Support Analyst

• Technical and project support for magnetic card reader replacement and rollout to 213 stores and 9000

units.

• February 2014-May 2014 Springthrough

62 Commerce Avenue SW

Grand Rapids, Michigan, 49503

• Job title, specific experience and duties: Level 2 Support Analyst for various clients

• Server and desktop support with Hyper-V clusters, internal organization and documentation of several

clients, work with all Windows OS, in a Managed Services Environment. Responsible for Veaam

backups, plus Microsoft DPM agent backups for all customers as well. Client sizes ranged from 5 to 70

users on average, with 7 to 30 servers at the largest client.

• August 2013-December 2013 Trivalent Group

3145 Prairie Street

Grandville, MI 49418

• Job title, specific experience and duties: Level 2 Client Support Engineer for various clients.

• Server and desktop support with Hyper-V and VMWare servers, Exchange 2010 database and

restoration work, other support duties as required. Most servers housed in hosted server farms at

Trivalent. Fair amount of RDS server work as well. Client sizes ranged from 5 to 300 users on average,

with 10 to 50 servers per client.

• January 2013-July 2013 Genoa Employment Solutions Contract

3600 Red Road Suite 601B

Miramar, FL 33025

• Job title, specific experience and duties: Desktop Support Specialist for Aviage Systems in

Grand Rapids, MI.

• Desktop support for 80 users working in the aerospace industry.

• September 2012-November 2012 CyberMind

259 East Michigan Avenue

Suite 225

Kalamazoo Michigan 49007

• Job title, specific experience and duties: Level II Office Technology Specialist

• Client support for small and medium business through the West Michigan area. Backup and Server

specialist, plus general desktop and printer support duties. Intronis and ShadowProtect experience.

• June 2012-August 2012 HCL America Inc. Contract

330 Potero Avenue

Sunnyvale, CA 94085

• Job title, specific experience and duties: Senior Analyst

• Help desk support on Oracle, Postini, Windows XP/7 32 and 64 bit, and various systems for Consumers

Energy in Jackson, MI.

• August 2011-June 2012 Kforce Contract

44 Grandville Avenue

Suite 250

Grand Rapids, MI 49503

• Job title, specific experience and duties: Contracted Active Directory Administrator

• Install, update, and configure Windows 2008 and 2003 servers. Update, rename, create, and modify

Active Directory accounts across a large enterprise (16,000 users). Install, update, configure, and deploy

new printers or other hardware. Managed WSUS updates for entire enterprise, as well as all versions of

Backup Exec from 9.1 to 2012. All work performed for Flowserve, Inc.

• July 2011-August 2011 RGB Network Services Contract

903 N Clay Street

Sturgis, MI 49091

• Job title, specific experience and duties: Contracted Network Technician

• Installed Windows 2008 Servers, Linksys wireless routers, Windows 7 Enterprise, Professional and

Windows XP desktops, as well as Trend Micro Antivirus Worry Free Edition in a variety of small and

medium size professional and manufacturing environments. Also worked with Sonicwall

firewall/gateway/content filtering devices, HP Procurve Switches, and specialized software for various

clients, ranging from Asset 4+ to Icy Chill.

• June 2008-March 2011 Royal Oak Industries (Bronson Precision Products)

P.O. Box 127

Lake Orion, MI 48361-0127

• Job title, specific experience and duties: IT Site Administrator

• Performed support for company Sharepoint 2007 and 2010 portal, Trend Micro Officescan solutions

Laserfiche document management project research, IT material procurement and purchasing, desktop

and user support for over 200 users.

• Upgraded server, network and cabling equipment due to shifts in company trends.

• Vendor negotiation and management with varied IT suppliers.

• Knowledge of Citrix, Neverfail, Windows Server 2008 and 2003, and other tools gained through the last

2 years. 2 years’ experience working with SharePoint 2007 and 2010,

• Trend Officescan Corporate Edition 8 to 10.5, Scanmail 8 to 10, Windows Server 2008,

• Laserfiche Document management software, OCE MFP/Copiers, and a wide variety of specialized

industrial programs for small parts manufacturing at Royal Oak Industries,

• EDI with Dana, Caterpillar, Linamar, and Plex ERP.

• May 2006-June 2008. NCI Information Systems for the

Federal Center in Battle Creek, MI.

NCI Information Systems

World Headquarters

11730 Plaza America Drive

Reston, VA 20190

• Job title, specific experience and duties: IT Desktop Technician

• Level 1 and Level 2 helpdesk support for the Department of Defense subdivisions, the Department of

Marketing and Reutilization Services (DRMS) and the Department of Information Logistics.

• IT desktop support

• Software deployment with usage of Remedy, Powerquest imaging software, LanDesk remote control

software, in a Windows XP environment.

• Level 1 and Level 2 helpdesk support for the Department of Defense subdivisions, the Department of

Marketing and Reutilization Services (DRMS) and the Department of Information Logistics, 24x7 (365).

• Qualifications/Certifications/Awards

• HDI Helpdesk Certification: December 9th, 2013

• Network + Certification: November 21, 2006

• Microsoft Certified Professional: Windows XP March 25, 2008

• Awards: Two certificates of appreciation and devoted service to the Department of Defense for IT

Support and Enterprise Data Center Management. US Flag and Plaque awarded for support during

operation Iraqi Freedom on March 2006, given to the US Military for March and months following

• Education

• 2013-Current Davenport University

6191 Kraft Ave S.E.

Grand Rapids, MI 49512

Classes in Network Information Systems.

• 1993 - 2000 Kalamazoo Valley Community College

6767 O Avenue

Kalamazoo, MI 49009

Classes in Computer Science, Electronics, and Electricity.

• 1992 - 1995 Western Michigan University

Kalamazoo, MI 49008

General coursework in Biology, Chemistry, Greek/Roman History.

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