Technical Support Active Directory
Resume:
JAMES D SKOPEK
James D. Skopek
Apex, NC 27523
E-mail: ********@*****.***
TECHNOLOGIES AND SKILLS:
Configuration and troubleshooting of Windows servers and 2000 thru 2012
Application analysis, troubleshooting, AND debugging
Security Compliance (PCI-DSS, SOX, HIPAA, etc.)
Scanning and Patching of Windows, Linux and MAC systems
Penetration testing
Active Directory and Group Policy
SQL
Security Event log collection, correlation, and analysis (Windows, Syslog, and Firewall logs)
Network communication analysis (using Wireshark, Process Monitor, and other tools)
Protocols: TCP/IP, SMB/RPC, SNMP, SSH, HTTP, SMTP, NetBIOS, Syslog
Proxy Servers and web monitoring (ISA/TMG, WebMonitor, WebSense)
Remote access technologies
Technical document writing
Creating training documents and conducting training
EXPERIENCE:
2/11 – Present GFI Software, Cary, NC
Security Products Specialist
Specialist in GFI Security Products. Work with customers for advanced configuration of SIEM (Centralized event collection and analysis), Patching and Vulnerability Scanning (Windows, MAC, and Linux), Web monitoring, and endpoint device control products for compliance. Train and mentor support technicians. Create technical manuals, articles, and documentation. Analyze product bugs in coordination with developers to fix the issues.
Provide Technical Support on GFI’s products with specialization in the security products used for compliance (PCI, SOX, HIPAA, etc.) including centralized event collection (Windows, syslog, snmp, W3C, SQL Audit, etc.) and analysis, web access monitoring and control, security scanning and patch management, server monitoring, and endpoint control.
Assist customers with complex deployment scenarios and provided value added services in helping configure their environments for better compliance control using with our products.
Perform analysis and testing of escalated issues via debug logs, Wireshark protocol analyzer, and Sysinternals tools. Create bug reports and coordinate with developers to fix the issues. Communicate with customers via phone, email, and remote sessions.
Analysis of product database issues (SQL Server, Access, and Firebird).
Participate in development reviews, testing of new versions, and preparation for deployment.
Mentor, develop and conduct training for Front Line technicians. Write technical manuals, and articles.
Support our products on Windows 2000 through 2012 (client and server platforms).
Analysis and troubleshooting of issues with TCP/IP, SNMP, Syslog, SMTP, RPC, NetBIOS, etc.
1/09 – 2/11 GFI Software, Cary, NC
Senior Technical Support Analyst (1/09 – 2/11)
Senior Technical Support Analyst for security products. Provide technical support via phone, email and remote sessions for GFI Security Products: LanGuard (Patch and vulnerability scanning - Windows, MAC, and Linux). EventsManager (Centralized Event Collection/Analysis), WebMonitor (web monitoring), Endpoint Security (device control), Network Server Monitor.
Assist customers and junior techs with configuration questions and knowledge about compliance requirements and solutions.
Troubleshoot issues by isolating the problem, using debug log testing and analysis, use of tools like Wireshark, Process Monitor, Kiwi Syslog Generator, and other standard Windows tools.
Create articles for publication.
9/06 – 1/09 GFI Software, Cary, NC
Technical Support Representative (9/06 – 1/09)
Technical Support on all GFI’s products including: Mail Essentials (anti-spam), Mail Archiver, Faxmaker (fax server with fax boards), EventsManager (centralized event collection), Network Server Monitor, Endpoint Security (device control), WebMonitor, and LanGuard (Security scanning and patching).
Assist customers with configuration issues.
Troubleshoot issues to isolate the cause and provide fixes.
9/03 – 7/06 GlaxoSmithKline, RTP, NC
Level 3 Analyst (contract)
Provided level 3 support to 8,000 user US sales force – including analysis of new problems, development of solutions in consultation with developers, and publishing of content files for level 1 and 2 helpdesks.
Analyze remote access connection problems of Cisco VPN client and router solution, ISP broadband issues, wireless, and dialup connections using TCP/IP tools and IPSEC logs and development of solutions. Use of Active Directory for control and management.
Analysis of RemoteWare and Religent communications software problems.
Analysis of large Pharmaceutical Sales CRM database data problems using SQL.
Troubleshooting and analysis of Lotus Notes, MS Office Suite, PDA software.
Subject Matter Expert in VPN, CRM data, Lotus Notes software issues.
Utilized PC Anywhere, Remedy Helpdesk software, standard TCP/IP tools, as well as web based data applications as primary tools.
11/02 – 6/03 Cardinal Health, Morrisville, NC
Sr. Helpdesk Analyst
Responsible for organization of a new IT Helpdesk supporting 530 users in a pharmaceutical development laboratory environment using Active Directory and Novell NetWare 5.1.
Through good interpersonal skills, tracking and follow-up on calls, I made an immediate and significant impact on our customers’ satisfaction level.
Developed “How to” web pages for IT Tech Support intranet web site.
Developed “Tip of the day” messages for improving customer productivity.
Goldmine CRM Administrator.
Responsible for backups of critical data using Veritas Backup Exec.
Responsible for keeping company wide virus definitions/engines current.
Performed imaging of computers using Window 2000 Remote Installation Services (RIS).
Performed troubleshooting on validated and standard computer systems.
6/99 – 4/02 Strategic Resource Solutions, Cary, NC
Systems Analyst
Provided desktop, laptop, server, WAN (Frame Relay) and telephone system support to 5 office sites, comprising approximately 400 users, both local and remote, including the company headquarters.
IT environment included Win9x, NT, Win2000, and XP systems, Cisco routers and HP hubs/switches.
Made a significant improvement in the IS customer satisfaction level (from 30% to 80%).
Technical representative for communicating with Compaq & Toshiba on technical issues.
Installed, tested, maintained and upgraded standard ghost images for all company computers.
Responsible for installing and maintaining print servers and application servers.
Responsible for server backups using Veritas Backup Exec.
Regularly used Active Directory, Network and Admin Tools to monitor and control the network.
Researched, evaluated and recommended network software for management of EPA controlled refrigerants.
Planned and managed our 2001 Technology Refresh Project and a Site Expansion Project (included completing network cabling of new server room and facility).
Other Experience:
1995 – 1998 American Cash Flow Associates, Apex, NC
Owner/Operator of a brokerage company specializing in privately owned mortgages.
1984 – 1994 Vinnell Corporation, Riyadh, SAUDI ARABIA
Platform instructor for officer advanced courses. Wrote course lesson plans.
Curriculum Developer.
Training advisor to 1200-person unit.
Supervisor of Vinnell support facilities (staff of 50 employees).
Military Experience:
1977 – 1983 U.S. Army
Infantry officer (Captain)
Supervised several 30-person units. Duties included training subordinates and maintaining vehicles and equipment.
EDUCATION:
4/99 Wake Technical College, Raleigh, NC,
GPA 4.0
A.S. Computer Engineering
1977 United States Military Academy, West Point, NY
B.S. Mechanical Engineering
CERTIFICATION:
Microsoft Certified Professional (MCP)
Comptia A+
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