Support Technical

JOHN HEANG

**** ********** ***. *****, ** – 901-***-**** – *********@*******.***

TECHNICAL PROFICIENCIES

Operating Systems: Windows 98/200/ME/XP/Vista/7/8, OS X/ Apple, Linux, Fedora

Microsoft Servers: Windows 2003, 2008, 2012 R2

Networking: LANs, WANs TCP/IP, VPN/Remote Connectivity, DHCP, WINS, DSN, NTFS Security

Software: MS Office 2013/2010/2007, Email (Microsoft Outlook), Norton Utilities, McAfee, VMware, Oracle VM Virtual Box, WinFax, WinZip, Symantec Ghost, Copa Ticket System, Project Visio, Payment suit, Remote Desktop, PC Anywhere, VNC, Firewall, Anti-Spyware

Hardware: Cisco 1800 series router, Cisco 2800 series router, Cisco 2900 series switch, Servers Dell PowerEdge, Think Server small business (Lenovo), Cisco Phone, Network card, Print Servers, Wireless router, Mother Boards, Printer parts, Scanners, Routers, Hubs, Switches, Thin clines, Phone system

EDUCATION

The Southwest Tennessee Community College – Memphis, TN 05/2014

Associate of Applied Science in Computer Systems Support

Enroll online course Bachelor of Science Information technology – Network Administration

Course completed: CCNA - Cisco Networking

Currently pursing CCNA, MCSA

EMPLOYMENT HISTORY

Sun Products Corporation 11/2015-Present

IT Support analyst

Performed network administrations functions, setup network user accounts/permissions, and administered group policies via Active Directory and folder/permissions.

Performed upgrades, configuration, installations, data migrations and deployment of Computers, VoIP Phones.

Work closely with Network/Computer System Administrators following instructions and pre-established guidelines of the IT Department

Added and removed server roles and features; configured AD Domain Services roles; configured network infrastructure roles; configured file and server printer.

Determines requirements, designs, builds, tests, implements, maintains and enhances business systems.

Configured and installed VMware ESXi and set account for user, analyst system configurations.

Configured Firewall, VPN and an extension VoIP for Mitel phone system.

Maintain network and applications in individual machines, such as drivers and setting of laptop computers, desktop as well as network printers.

Install and manage complete IT Setup including hardware, network & software setup across multiple locations, Client systems, Laptops, printers.

Install windows features and Configuring DHCP, FTP role on Windows Server 2012 R2.

Responsible to all requests for technical assistance in person, PDA/Smart Phone device, and remotely for the following technologies: Windows and Mac OS based end points (Laptops, Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), and Microsoft Office (Skype business),

Provide support with network engineering with component administration (core switches, edge switches, routers, gateways and firewalls.

Provided support all manager laptop/desktop day and night time for business trip.

Provided remote support for Windows 7, manually mapped network drives, create copy migrating user related desktop profiles.

Perform network, system and component level configurations hardware and software installations troubleshooting, and end user training.

Provided support troubleshoot working within a networking protocols TCP/IP network environment, including DHCP, DNS.

Sets-up and maintains account restrictions, assigned users, groups and domains in a Microsoft environment, and work with scripts to automate redundant tasks.

Support Corporate environments business applications and collects data relate software/applications fail.

Support installation and configuration of various software including Citrix, Avaya VPN and proprietary systems, as well as all necessary supporting software.

Highly trained and experienced tech-support professional, recognized top technical support performance in a variety of desktop operating systems, hardware components and IT network peripherals.

Test and distribute security patches to clients; remediate any threats to the desktop and laptop environments (i.e. virus, spyware, malware, etc.).

FedEx Corporation 03/2015-10/2015

IT Support administrator

Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.

Properly document and track the details of the problem, analyze both status and resolution within the help desk ticket tracking application.

Provide technical support desktop computers, printers, cisco phone, personal digital assistants, smartphones, software deployment, security update and patches.

Plans, develops and implements backup and recovery procedures, document errors java trust issue with web applications and edit trust site on all user web application.

Analyze and resolve hardware, software, and application problems, fundamentals and concepts of enterprise, distributed, client/server and desktop computer systems; definition of technical specifications from user and business requirements.

Advice technical and end user application support for external customers using web interface application and services as required.

Added and removed server roles and features; configured AD Domain Services roles; configured network infrastructure roles; configured file and print services.

Assists and trains user for new update applications and make recommendations for future upgrades.

Develops and implements comprehensive test plans to ensure that systems and programs are tested and debugged.

Maintain network and applications in individual machines, such as drivers and setting of laptop computers, desktop as well as network printers.

Knowledge of networking protocols TCP/IP, networking infrastructure, DHCP, DNS, switching and routing.

Support Lan/Wan technology for users and monitors network connection issues.

Support installation and configuration of various software including Citrix, VPN and proprietary systems, as well as all necessary supporting software.

Support developer team to ensure design of system applications allows all components to work properly together.

Structured troubleshooting/root cause analysis skills for application errors.

Install and Configuring DHCP role on Windows Server 2012 R2.

Involved in the rollout of software updates and patches, and improve system permission for each user and manager access to back up servers.

Install and manage complete IT Setup including hardware, network & software setup across multiple locations, Client systems, Laptops, printers.

Researched, recommended and implemented network enhancements that improved system reliability and performance.

Crosscom National 01/2005-02/2015

Desktop Support Specialist

Responsible for configurations and manage systems upgrade Software/Hardware for (Auto Zone, Hilton hotel, La Quinta hotel, Anne Taylor Loft, Zale’s Jewelry).

Analyzes, detects, identifies and corrects technical problems and deficiencies and cut IT costs 25% through implementations system maintenance and support.

Assign a custom IP address specification for each Network Card for Hilton hotel and La Quinta hotel and Auto Zone local retail store.

Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues.

Design and deploy servers, desktop computers, Think Client, Lexmark printers, Wireless access point Motorola, Symbol DS scanner, IBM thermal printer, HP point of sale system, Epson printer.

Developed custom configuration and documents applications for each Auto Zone retails store around the US.

Support installation and configuration of various software including Citrix, Avaya VPN and proprietary systems, as well as all necessary supporting software.

Install new/rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.

Provide support technical instructions and end user application support for external customers using web interface application and services as required.

Performed tested on POS System- credit card reader, scanner, and receipt printer, touch screen system.

Performed hardware builds and setup as assigned to support ongoing Operations Projects and evaluated areas for department improvement and developed strategies.

Performed test on hub, switch, router and access point equipment (Motorola).

Thorough knowledge of Windows 8; Windows 7; Windows Vista; Windows XP; OS X/ Apple, Windows Server 2008; 2012 R2, TCP/IP; Install Shield; Ghost; Deploy Center.

Knowledge basic configuration Cisco produce such as router 1800 series, 2960 switch, Cisco voice over IP phone.

Knowledge of configuration, support, and failure analysis of major OEM - HP, IBM, Compaq, Dell, Okie, Epson, NCR system.

Work with 3rd party technical support, vendors, and resolving issues.

Understand VMware suite of applications operating systems and application.

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