Support Management

Shane E. Gautreau

*** ****** ****, ***********, ** 06447 – 860-***-**** – acqohr@r.postjobfree.com

OBJECTIVE

IT professional with diverse skills and experience seeking a challenging position where I will manage, analyze and resolve system and application issues, resulting in increased productivity and profitability for your organization.

TECHNICAL SKILLS

VMware: Install, manage, and configure ESX/ESXi Server, virtual machines & vSphere Client. Deploy virtual machines through templates, convert physical to virtual (P2V) & virtual to virtual (V2V) machines

Citrix: Configuration of XenApp Server 6.0/6.5/7.0 & Client Tools. Deploy ICA Client, printer driver mappings, & user session management, Citrix Server farm management

VPN: Manage VPN connections for clients, remotely & onsite

Active Directory: Configuration & management

BMC Remedy 8.1: Manage ticketing system; documentation of workflow processes & incidents

SQL: Backups, database restores, clustering, replication, database mirroring

Windows Server 2003 & 2008 R2: Installation & configuration

EXPERIENCE

IT Support Analyst Nov. 2013-Jan. 2015

Hartford Hospital InfoLynx, Hartford, CT

Provide technical expertise for hardware/software issues for 30,000+ users of Hartford Healthcare health systems

Identify and resolve a wide range of technical issues; collaborate with users on resolving technical problems resulting in customer satisfaction

Routinely check voicemails and emails, returning calls and responding to emails in a timely manner

Input detailed and accurate incident records into the BMC Remedy ticketing system

Analyze and resolve Citrix application connectivity issues and management of user sessions

Utilize remote access tools to assist customers in analyzing and resolving PC issues

Analyze and manage network connectivity issues within ZenWorks and Citrix Web Portal applications

Provide technical training and mentor new staff and team members

Shane E. Gautreau Page Two

Tier-2 Technical Specialist Jan. 2013-Nov. 2013

Travelers Randstad Technologies Hartford, CT

Provide I.T. end-user support to all Travelers employees globally, over 40,000, between all lines of business

Have working knowledge of the Insurance Industry between all lines of business

Support multiple platform applications, web based, development, local (xp/win7 versions)

Support Ricoh Multifunctioning devices and all other shared, networked and local printers

Blackberry support/Iphone support

Ipad support-recently released

Server support-JVM recycles/Region bounces-on both production/test/development servers

Microsoft Windows XP and Windows 7 – currently in roll out to Windows 7-company wide

Microsoft Office 2003/2007/2010-Outlook 2003/2010

VPN - multiplatform tunneling software and hardware support (both HP Elite-book/Lenovo ThinkPad)

Application Analyst & Server Support Jan. 2007-Nov. 2012

SS&C Technologies, Inc. Windsor, CT

Server /Application support for ASP hosted site with over 1000 servers including VMWARE

Citrix XenApp 6.0, 5.0, Presentation server 4.5, 3.0 and XPe (160 Citrix servers)

Support Symantec Endpoint 12.1 servers and clients

Manage 3 Domains using Active Directory, SMS, Sitescope

Install and Manage Encryption on all Laptops with Sophos Safeguard Enterprise

Data Restores with EMC Networker

SQL restores utilizing IDERA

Remote Manage of Servers through ILO cards. Remote monitoring, firmware and driver updates

Planned, configured, managed, upgraded desktops, domain structures throughout SS&C Technologies Domestic, International, ASP and DR sites

Managed FTP Servers and Data transmission for Daily production

Responsible for Security Access with IDENTIPASS

Responsible for Audit Reports

TCP/IP, LDAP, NetBIOS, DLC, DHCP, BootP

EDUCATION

Windsor High School, Windsor, CT 06095

Branford Hall Career Institute; Information Technology

Personal Interests

Brazilian Jiu-Jitsu - I practice and train during the week. Recently, I began competing on the weekends.

Musician – I have been playing guitar for the last twenty five years and enjoy learning and improving upon my technical skillset.

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