Jeffrey Alan Link

**** ****** ******* **. (M) 919-***-****

Knightdale, NC 27545 acqm5c@r.postjobfree.com

Objective:

Seeking a motivating position as a Desktop Support and or Help Desk/ Field Technician providing technical support in an environment that provides opportunities for professional advancement.

Education:

9/98-9/99 ECPI Technical College, Raleigh, NC

Computer Technology Program, Deans List

Certifications:

A+ Certified Technician

Network + Certified Technician

Microsoft Certified Professional (MCP)

Microsoft Certified Desktop Support Technician (MCDST)

Work Experience:

4/15- 6/15 Waste Industries, Raleigh, NC

Helpdesk Specialist

Provided helpdesk support for over 100 Waste Industries sites located in the South East.

Routed problem incidents from internal employees via phone and Waste Industries ticketing system to the appropriate technical departments as needed.

Responsible for morning system checks; daily check for application and network access.

Backup resource for Desktop Support team as needed. Supported XP, Windows 7 laptops, desktops and Thin Clients as needed.

12/12- 11/14 Ateb Incorporated, Raleigh, NC

Desktop/System Admin Support

Provided helpdesk/desktop support for approximately 120 home office and remote Sales users.

Executive level support direct contact for CEO, VP Sales, CFO as well as their administrative staff.

Responsible for laptop/PC (Windows/Mac) based refreshes as needed per the company hardware refresh cycle. This included the transition of data and software from XP to Windows 7.

Supported users of Windows XP, 7, 8, 8.1, Mac OS X, Office 2003, 2007, 2010, 2013 and 2011 for Mac.

Maintained and supported local/networked printers and scanners for users as needed.

Assisted users with mobile device connectivity using Exchange Active Sync for access to corporate data. This hardware consisted of Android, iOS and Windows devices.

Responsible for creating/removing user accounts in Active Directory, granting access permissions as needed.

Configured Exchange mailboxes (Exchange 2010) and modified access permissions as needed.

Managed and monitored Symantec tape backup software for retention of corporate data.

Created Virtual Machines using VMware as needed when requested by various users in Development and other departments as needed.

Assisted with server support, racking, cabling and maintenance for hardware in-house and at various Data Centers in the Raleigh area.

Configured/programmed and supported Shoretel VOIP phones in the home office as needed.

Provided various networking support as needed i.e. cabling, racking, tracing connectivity issues, monitoring network traffic.

Provided hardware and software inventory management for all Ateb Corporate owned devices which included all servers, switches, laptops, desktops, monitors, phones, printers.

Configured, managed and supported ACT SQL Database (CRM application) for the Ateb Sales team.

9/12- 12/12 Coastal Federal Credit Union, Raleigh, NC (Headquarter Office)

Desktop/Systems Support Technician (Contractor)

Performed physical and virtual workstation setups and configurations in a Windows network environment by means of LANDesk, Unidesk and VMware.

Assisted with the migration from XP to Windows 7 for desktop, laptop and VM users.

Provide information and guidance to users of personal computers throughout the organization; answering questions concerning personal computer applications and the selection and use of hardware and software systems.

Provided procurement, configuration and troubleshooting for cell phones and mobile devices.

Ensured the smooth operation of hardware systems by coordinating maintenance and repairs for personal computers and peripherals throughout the organization.

Assisted in developing recommendations regarding computer use and software standardization.

8/11-6/12 Salix Pharmaceuticals, Raleigh, NC

Information Services- IS Coordinator

Provided helpdesk/desktop support for local home office, remote and field users in the Sales force within the U.S. and abroad. Support for laptops, desktops, local/network printers, Cisco VOIP phones, end user mobile devices including Android, Blackberry, iOS and Garmin GPS devices was provided.

Assisted with the configuration and deployment of Apple iPad2 devices to the Sales force of approximately 300 users. End user support was also provided for these devices as needed.

Assisted with the migration from Windows XP to Windows 7 Professional for approximately 600 end user laptops & desktops

Extensive use in Active Directory for creating and/or modifying user and computer accounts, moving users and computer accounts between OU’s, modifying user accounts with the addition and/or removal of email distribution and security groups as needed.

Extensive use with Microsoft Exchange Server 2007 for the creation, modification, and removal of user mailbox accounts as needed.

Managed Blackberry Enterprise Server for end users by adding/removing Blackberry devices for Enterprise activation requests as needed.

Managed and administered corporate email by means of a Good Server. This server provided end users with corporate email, calendar and contact data on their mobile Android or iOS devices including Salix issued iPad2 devices.

Provided support for remote VPN connectivity by managing the RSA server which allowed users to connect to the network with an RSA SecurID token by using either Check Point or Cisco AnyConnect VPN software clients.

12/06- 8/11 Dex One Corporation, formerly R.H. Donnelley, Cary, NC (Headquarter Office)

Client Technologies- Technical Analyst

Responsible for desktop support and maintenance of all company computer, printer, and peripheral equipment.

Configured, installed, monitored and maintained end user desktops, laptops, tablet (iPad) hardware and software both for on site and the mobile workforce.

Provided consultation to end users for all aspects of end-user computing and desktop-based LAN systems software

Provided site-related support for network technical problems and performance issues.

Extensive travel to VA, TN, FL, PA offices and other remote offices to provide on-site technical support as needed for end user hardware, software or network related issues.

Responsible for documenting solutions to problems and developing end-user guidelines

Consulted with and made recommendations to IT users on selection of hardware and software products to address business requirements.

Participated in the testing and evaluation of new desktop packages and implemented prototypes

Responsible for training over 800 new hire Sales Representatives during tenure within the company.

Collaborated with various IT teams within the company such as workstation, server and network engineering teams in solving mid to highly complex issues in order to provide the best end user experience for all internal employees.

Assisted the workstation, server and network engineering groups with the replacement/swap out of hardware including File, Print and SCCM servers, switches, routers, wireless access points, T1 turn-ups and other hardware.

Supported Polycom, Tandberg and Cisco Video Conferencing equipment recently installed in seven Dex One offices throughout the U.S. Provided end user documentation on use of equipment as well as trained groups of internal employees on its use.

Provided Executive level priority desktop support to CEO, CFO, CTO, and CIO within the organization as well as their immediate Administrative Assistants for any hardware, software, network related issues that arose on a daily basis.

6/04-10/06 Tekelec, Morrisville, NC

Technical Support Representative

Provided first call support for external customers with signaling, switching and monitoring equipment.

Routed calls and email requests to the appropriate workgroups for immediate assistance with related products.

Worked and resolved customer issues remotely via network Telnet/ ProComm sessions and provided Health Check analysis for production sites prior to upgrade of new software loads.

Spokesperson for Training Courses offered by Tekelec. Train business partners on the process of how to communicate effectively with the Customer Care Center in order to obtain needed results.

Assigned role of trainer for new hires into the department. Responsible for ensuring new personnel have all needed materials and training needed to handle all job duties.

Responsible for handling various internal and external project assignments at the request of management.

1/99-12/06 Triangle Rent A Car, Raleigh, NC

Customer/Vehicle Service Representative (CSR / VSR)

Ensured vehicles were available and ready for lease via phone and computer/web support.

Provided timely delivery of vehicles to customers & transport of customers to their destinations.

10/02-9/03 Time Warner Cable, Morrisville, NC

High Speed Data Technical Support Specialist

Ensured functionality of Residential and Commercial Broadband Internet connections statewide.

Verified compatibility with Operating Systems running Win95-XP, Apple/Mac.

Extensive troubleshooting with the TCP/Internet Protocol stack, installing, uninstalling NIC drivers, network settings, router/hub/firewall configuration and software related issues

3/00-4/01 Postal Innovations, Raleigh, NC

Tier 2 IBM Computer Analyst

Provided phone support for over 4,100 postal sites connected to the USPS computer network.

Troubleshooting hardware devices for the USPS such as: receipt printers, laser printers, scales, scanners, keyboard/mouse, customer display units, CPU’s, cash drawers, UPS (Uninterruptible Power Supply), Flat screen display monitors & SCSI CD Rom drives all using the Point of Sale (POS) operating system.

Resolved network issues by verifying the stability of network cabling and troubleshooting servers and hubs on the USPS network by means of the ping utility correlating with the TCP/IP standard.

9/99-Present Computer Technician, NC

In-home analysis of computers, printers and all other related pc peripherals.

Repair, replace hardware, upgrade software and fully construct systems when needed.

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