Information Technology Technical Support

INFORMATION TECHNOLOGY PROFESSIONAL:

Highly skilled, college educated experienced Information Technology professional with 15 years progressive IT experience with diagnosis, solution, maintenance, account recognition, customer satisfaction and sales. Demonstrated knowledge and experience with diagnosis, design, installing, operating, managing and securing Information Technology infrastructure, data and software. Strong understanding of network, security and data management. Proven record of success in diagnosing and resolving technical customer inquiries/problems. Able to clearly understand problems and find solutions through use of trouble shooting, critical thinking, problem solving, team work, communication while also maintaining customer privacy and adherence to HIPPA rules and regulations.

CORE STRENGTHS:

IT policy, law and ethics;

Technical communications;

Networking and Programming;

Web Page Design & Management;

Customer Needs Assessment

Business Analysis and Requirements;

Process and Procedure improvements;

Risk management;

Quality control and assurance;

IT security policy and procedures;

IT Network Forensics;

Network Management;

Cryptology, Malware and Network Security;

Server installation and maintenance;

Software installation and maintenance;

Multiple operating system installation and maintenance;

EDUCATION:

Associates in Arts / Information Technology May 2010

UOP/Axia College

B. S. / Information Technology Management, minor in Cisco September 2013

Capella University

PROFESSIONAL EXPERIENCE:

Horizon Technology Group, Inc.

System Service Engineer April-2015- Present

Support and installation for Small to Large Business, Law Offices & Medical offices following Hippa requirements

Install, Upgrade and configure Server 2003- Server 2012, server updates, security patches

Install, Support and Configure Sql 2008 databases ( Dentrix, Centricity, Greenway, Quickbooks, Sage, Time slips, Westlaw Case Notebooks, Westlaw case Notebook Admin, Solid Works,4D)

Install,Migrate(exchange, Gmail), Train on Office365

Virtualization with Hyper-V and Virtual Box

Setup and configure firewalls(Sonic, Net gear, firebox, Cisco)

Setup and configure new domains and users in Network environment

Remote support through VPN, Direct-Access, Logmein, Team Viewer, Beanywhere

Support daily IT daily network issues

Install and configure Disaster recovery solutions : SyncBack Pro, StorageCraft,Cloud Backup, external hard drive, APC backup

Build new servers, replace mother boards through RMA, replace hard drives that fail, install new memory.

Install and configure Raid: Raid5, Raid 10 and Mirror

Install and configure and Maintain VoIP phones : Allworx

Install and configure,trouble shoot : Apple, Window vista to Windows 8,Windows 10

Install and configure, trouble shoot :office2007 to Office2013

Install and configure DHCP, DNS, Static IP, Routing, TCP/UDP,

Remote Access, Terminal Server, Remote Desktop, RDP,

Install Network Printer, scan to email, scan to folder on network

Install and configure Anti-virus and Malware : cloud based, install server

Setup and maintain website utilizing : WordPress, HTML,

Trouble shoot : Desktops, laptops, Mobile devices, Cell Phone devices

Document internal and external process and procedures through web calendar

Business awareness : Knowing the customer needs and how IT relates to them

Respond to remote alarms via email or cell to customer

Setup wireless access point using : Ubiquiti, Commercial Netgear access point

Select Management Company Jan.1 2014 – Jan.1 2015

Information Technology Services Manager

Replace Dell Power Edge server R510 with onboard raid controller using RAID 5 with three SATA HD(hard Drives) with Dell Power Edge server R710 with Perc 6/I raid controller with six SAS Hard Drive (hard drives 2TB)

Migrate customer from SBS (small business server) 2008 to windows server 2012R2 64bit

Installed, regularly ran and repaired all employee computers, including antivirus software (Bit Defender

Upgraded all employees from Exchange Server (SBS 2008) to Microsoft Office 365 and provided continual monitoring and instruction with usage

Created, upgraded and assisted with multiple association(40) and corporate websites using a variety of programs (HTML, Word Press, Joomla, Share Point)

Providing remote support for laptop and desktop computers using Be Anywhere software.

Repaired both laptops and desktops to include installation of mother board, hard drives, software & memory

Utilize Storage Craft software for backup of the two servers in house

Maintain and monitor VOIP phone systems and trouble shoot when necessary.

Setup new user accounts on networks and Exchange, make necessary adjustments to access setting and policies and troubleshoot.

Administer windows 2012r2 server and windows server 2003,desktops & laptops (win7 to win8),cisco router and wan(logic networks 20meg download with 20meg upload)

Push network updates and software changes through group policy.

Assign configuration of authentication and authorization of active directory service

Assign routing protocols and routing tables using DHCP and static IP’s

Maintain integrity of the network, server deployment and security

Analyze and identify user needs and provide solutions

Trouble shoot problems reported by remote and in house user

Support LANS, WANS, network segments, internet and intranet systems.

Trouble shoot cloud software (TOPS, Office 365)

Century Link / Sprint /Embarq January 2005 – Feb.2015

ADSL / PC Data Technician

Installing voice over IP

Integrating DSL over existing networks and stand alone systems

Trouble shooting DSL on stand alone, work stations, and servers for sufficient speed

Wiring ADSL in frames, cross boxes, and terminals

Setting up and configuring DSL modems, wireless routers, and NIC’s

Educating end users on appropriate use of their DSL and network systems efficiently (Deciphering DHCP, VPNS and static IP, and firewalls)

Setting up, training, and configuring DSL on residential and commercial accounts

Installing and setting up of new networks

Installing, transferring, and repairing phone service using ADSL

Trouble shooting for IP conflicts on virus’ various operating systems (WIN 95, 98, ME, XP WIN NT workstations, WIN NT 4.0 servers, WIN 2000 servers, WIN 2000 Advance servers, WIN 2003 server, WIN 2008 Server, MAC Systems, and Linux)

Outsource, Inc. / Sprint June 2000 - December 2004

ADSL / PC Data Technician

Installing voice over IP

Integrating DSL over existing networks and stand alone systems

Trouble shooting DSL on stand alone, work stations, and servers for sufficient speed

Wiring ADSL in frames, CEV’s, cross boxes, and terminals

Setting up and configuring DSL modems, wireless routers, and NIC’s

Educating end users on appropriate use of their DSL and network systems efficiently (Deciphering DHCP, VPNS and static IP, and firewalls)

Setting up, training, and configuring DSL on residential and commercial accounts

Installing and setting up of new networks

Installing, transferring, and repairing phone service using ADSL

Installing jacks and NIDS for commercial and residential buildings

Training and supervising of new employees and company technicians

Trouble shooting for IP conflicts on virus’ various operating systems (WIN 95, 98, ME, XP WIN NT workstations, WIN NT 4.0 servers, WIN 2000 servers, WIN 2000 Advance servers, WIN 2003 server, WIN 2008 server, MAC Systems, and Linux)

Data Maxx Applied Technologies January 1999 – June 2000

Senior Technical Support Specialist

Professional consultant with Cyber Links, Cyber force, and Cyber Port wireless technology software

Tested new software on each O/S platform (WIN 95, 98, NT, ME, 2000, Linux, and Novell 5.0)

Organized and operated the technical support training lab for all Data Maxx products for all new employees

Coordinated all support communication and activities performed between the help desk, programmers and field technicians within the company

Reported all updates within each department to the technical support manager

Maintained off site remote web server (www.ichat.state.mi.us) MI and FL

Assisted customers with technical support via telephone and email utilizing company database

Set up standalone systems and client server software using Data Maxx software using various operating systems (WIN 95, WIN 98, WIN NT Server)

Installed and trouble shoot the software and the OKI data printers

Setup and install database (6.5 and 7.0) using the Data Maxx software

Setup systems to automatically perform backup using Vertias software

CERTIFICATIONS:

Microsoft Certified Professional (MCP)

Microsoft Certified Systems Engineer (MCSE)

Microsoft Certified Professional + Internet (MCP+I)

FCIC Certified

Administering Microsoft SQL Server 7.0 Certified

CISCO (certification pending)

REFERENCES:

Jim Cobon

Andrea Smith

Larry

Joe Brown

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