Engineer Technical Support
Resume:
Dale Harris, MBA
Loganville, GA 30052
561-***-**** *********@*****.***
Information Technology Specialist
Summary of Qualifications
Earned Microsoft Certified Professional (MCP) designation and tribox Certified Administrator.
Experienced the areas of system configuration, virtualization, data security, remote support, and customer service.
Consulting experience in the areas of home based computer and network diagnostics, repair, installation, support, and maintenance.
Analytical and finely honed problem solving skills with the ability to quickly master new tasks and concept abstractions.
Hands-on experience with Cisco systems, Microsoft and Linux systems administration, and VoIP applications.
Technical Skills
Microsoft Windows Server & Workstation (including x86 architecture) Microsoft Office Suite Microsoft SQL
Oracle 10g MAC OS 10 DHCP DNS TCP/IP VoIP LAN WAN WLAN Linux (Ubuntu, CentOS)
Windows XP/Vista/7/8 Cisco Routers & Switches VMWare Polycom IP Phones
Professional Experience
FRELANCE TECHNICAL SUPPORT, Loganville, GA July 2014 - Present
Provide network and communications support for private clients on a per issue basis including home and office consultations. Service includes system setup and configuration, hardware and software installation and upgrades, virus and spyware removal, network setup including wifi and wireless printing configuration.
J&J MANAGEMENT SERVICE, Norcross, GA May 2014 – July 2014
Technical Support: Systems Engineer
Network and communications technical support responsibility for 62 remote offices active directory, email, and fax user accounts, passwords, directories, access permissions, server backup and restoration, hardware, software, and desktop support functions.
Performed Windows domain administration functions such as active directory, VMWare, workstation and username adds and changes, password reset, group policy, Windows remote desktop protocol server administration, Windows file and print server administration.
Maintain Windows servers by checking event logs, performing necessary system updates, service pack installations, patches and hot fixes, hardware upgrades and replacements.
Maintained windows workstations in remote offices via Remote Desktop Protocol over VPN performing operating system hardening, virus, malware and spyware removal, diagnosing and resolving printing issues and maintaining SonicWall firewall appliances.
Monitor and maintain ADT closed circuit TV system in remote offices.
VORTALSOFT CORPORATION, Somerset, NJ February 2012 - October 2013
Support Engineer
Provided first level technical troubleshooting and support for Aspect Unified IP phone system, automatic dialer, and advanced quality management systems, servers, and communication lines for a client base of 18 customers (with up to 200 users each). Performed virtual server (VMware), Fonality IP-PBX,
Performed Windows Server 2008 R2 configuration and optimization in a VMWare environment in preparation for Unified IP phone system installation.
Maintained Linux servers via SSH connection to perform system restarts, navigate folders, search for files and move them to desired drives/servers for backup purposes, drive space allocation and troubleshooting.
Led the comprehensive testing of Aspect Unified IP, ALM and advanced Quality Management systems for problem duplication, post installation, post update, post maintenance, post expansion, and pre-launch certification.
Assured VoIP network operation through the execution of quality network assessments and reporting utilizing NetIQ Vivinet Assessor.
Microsoft Office 365 email administration functions including creating accounts, resetting passwords, disabling accounts, configuring Outlook email client, troubleshooting and resolving email send/receive issues.
FOCAL POINTE TECHNOLOGIES, Winter Park, FL May 2010 - February 2012
Technical Support: Network & Communications Engineer
Network and communications technical support responsibility for Preferred Guest Resorts active directory, email, and instant messaging user accounts, passwords, directories, access permissions, IP phone installation and configuration, and network, hardware, software, and desktop support functions.
Performed Windows domain administration functions such as active directory workstation and username adds and changes, password reset, group policy, Windows remote desktop protocol server administration, Windows file and print server administration.
Maintained Windows servers by performing necessary system updates, service packs, patches and hot fixes, hardware upgrades and replacements.
Maintained windows workstations performing operating system hardening, virus, malware and spyware removal and hardware upgrades and replacement.
Maintained Linux servers via SSH connection to perform system restarts, navigate folders, search for files and move them to desired drives/servers as needed for backup purposes, drive space allocation and end user interactions.
Maintained Cisco Network hardware making configuration changes to routers and switches and firewalls when necessary.
EXCELSIOR COMMUNICATIONS SERVICES, Orlando, FL April 2008 - April 2009
Technical Support: Network & Communications Engineer
Documented, troubleshot, and resolved client related issues with IP-PBX systems and Aastra IP phones, including voice and data networks, communication services, and voice/data services testing to ensure optimal performance throughout the hotel.
Orchestrated, planned, and managed communications services, moves, installations, and modifications including POTS lines, T1 lines, Cable Internet, DSL, PRI, Frame-Relay and SIP trunks.
Served as primary point of contact with service providers, leading communications audits and troubleshooting efforts at customer sites on a range of communications equipment (routers, switches, firewalls, gateways, servers, PBX, access points and media converters.)
Designed, built, configured, and installed two IP PBX systems as well as system training programs for all users.
CONNEXTIONS CORPORATION, Orlando, FL July 2007 - January 2008
Helpdesk Technician
Demonstrated technical and product knowledge in a helpdesk role with responsibility for supporting thousands of SanDisk customers in their decision making process regarding the purchase of SanDisk products as well as providing technical support for existing customers of SanDisk enterprise products (Cruzer Enterprise and Cruzer Professional Flash Drives, Solid State Drives (SSD), and embedded flash memory).
Education
DeVry University’s Keller Graduate School of Management, Orlando, FL
Master of Business Administration
Concentration: Information Systems Management (2013)
Relevant Coursework
Organizational Leadership Business Economics Managerial Accounting Managerial Finance Database Programming
Information Systems Management Introduction to Oracle 10g Database Database Administration
DeVry University, Orlando, FL
Bachelor of Science, Technical Management
Concentration: Network & Communication Management
Relevant Coursework
Project Management Cisco Systems Microsoft Systems Administration Linux/Unix Systems Administration
Enterprise Network Design Enterprise Network Management Network Security Voice Over IP Applications
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