Senior IT Support Engineer

Paul A. Gotts

***** *-**, ******** ** ***** • 517-***-**** • ********@*****.***

PROFILE 23 Years of professional experience in the information technology field, in areas such as hardware support, network design, implementation and troubleshooting, software development and systems analysis. Exceptional technical and business problem-solving skills.

EXPERIENCE Marathon Oil Corporation, Findlay, OH

June 2015 to Technical Specialist (Contracted through Pyramid)

July 2015 Marathon is the nation's fourth largest transportation fuels refiner and largest in the Midwest. It is responsible for refining more than 1.7 million barrels per calendar day of capacity. It has a seven-plant refinery system

Petroleum products marketer in the Midwest, Southeast, Northeast and Gulf Coast Marketing network of more than 5,460 Marathon locations and approximately 2,750, including Speedway, Owns/operates 81 light product and asphalt terminals. Marathon owns, operates, leases or has ownership interest in 8,300 miles of pipeline

Marathon Oil has roots reaching back to the early years of the oil industry

Image and load 10,400 computers for upgrade using SCCM.

Provide users with support after upgrade.

Provide solutions for one-off/unique situations.

January 2014 to Wacker Chemie, Tecumseh, MI

August 2014 Senior Support Engineer (Contracted through CompuCom)

Many chemical-sector innovations stem from WACKER’s research achievements and dedicated staff. Our expertise is found in numerous everyday products – whether in telecommunications, construction chemistry, biotechnology, industrial production or household.

Provided IT support to Executive Users

Provided support for Microsoft, Adobe, SAP, and many other desktop software

Provided support for Cisco IP telephone system.

Acted as a procurement agent for IT software and hardware

March 2013 to ProMedica Health System, Toledo, OH

December 2013 Helpdesk Analyst, (Contract through Pomeroy)

Established in 1986, ProMedica is a locally owned, nonprofit healthcare organization serving northwest Ohio and southeast Michigan. ProMedica offers a full range of diagnostic, medical and surgical specialties in areas such as emergency medicine and trauma, heart and vascular, oncology, orthopedics, neurology, and women’s and children’s services.

Monitor, respond to and resolve customer support calls, incidents and problems.

Maintain and monitor assigned IT systems/processes.

Provide technical and related operational support and expertise to customers.

Coordinate the efforts and efficient operations of all components for any assigned task or project.

Provide support for on-site and off hour availability on 7/24 hour basis as defined by the needs of the customer and/or technology.

Continually analyze and actively recommend improvements to existing technology, equipment, and related processes, to maximize performance, capacity and availability.

March 2012 to Altius Education, Toledo, OH

September 2012 Senior Technical Support Engineer/Helpdesk Manager,

Ivy Bridge College is America’s transfer college, providing a direct path and outstanding support services for students to pursue an associate degree online, then transfer to one of over 150 public and private four-year partner institutions across the United States.

Designed, Developed and implemented Student-facing Helpdesk infrastructure for online college.

Specified and implemented helpdesk software for student helpdesk.

Solved student desktop and laptop issues through remote support tools.

Created standards, workflow and documents to support 3000+ online student population.

Developed training curriculum for helpdesk staff.

March 2011 to First Solar, LLC, Perrysburg, OH

February 2012 Server Administrator, (Contract through Key Staffing)

First Solar is a $3.5B solar panel manufacturing company. In 2010, First Solar ranked 7th in Fortune’s 2010 ranking of the 100 Fastest Growing Companies and 6th in Fast Company’s ranking of the World’s 50 most innovative companies. In 2011, it ranked 1st on Forbes’s list of America’s 25 fastest-growing technology companies.

Designed, Deployed, Troubleshot and Administered Windows 2003, 2008R2 and VMware Servers and ESX Hosts.

Administered enterprise-wide Active Directory.

Administered multiple Microsoft Exchange Servers.

Administered DNS for a worldwide enterprise.

November 2008 to Gotts Technologies, Toledo, OH

March 2011 Owner/Systems Analyst

Gotts Technologies was founded to provide outsourced IT support to small and mid-sized businesses who could not budget a full-time IT support staff. The focus of Gotts Technologies was to act as company’s IT support staff, from break-fix pc support, all the way to multi-site networking.

Perform hardware and software support.

System design and implementation.

Network design, implementation and support.

Web page design and creation.

Application design, programming and implementation.

April 2008 to Holley Ear Institute, Brooklyn, MI

July 2008 IT Technician

The Holley Institute is a non-profit organization that provides life-enhancing programs for the Deaf and Hard of Hearing. Founded in 1993, the Institute is a consortium of medical and non-medical professionals, as well as volunteers including: doctors, teachers, religious leaders and support technicians.

•Assisted users with technical problems.

•Performed hardware and software support.

•Performed technical audio/video tasks

November 2007 to Nielsen Media Research (Contracted through Adecco, USA), Oldsmar, FL

January 2008 Helpdesk Analyst (Contract)

Nielsen Media Research collects its nationwide audience data from electronic People Meters placed in thousands of randomly selected households. In addition, the company measures viewers' habits in about 210 local markets, through meter technology in the largest and paper diaries in the rest.

Assisted field technicians with troubleshooting and corrective actions during installation of electronic components in consumer households.

Designed, programmed and implemented software for tracking correlation between household television viewing habits and corresponding Internet websites.

July 2007 to Ferguson Cabling Corporation (Contracted), Palm Harbor, FL

September 2007 Data Technician

Ferguson Cabling Corporation was contracted by major retailers to install, terminate and certify data, voice and video cabling throughout the Southeast.

Responsible for installing cable, termination and testing of cable and endpoint connections.

Installed personal video monitors and surveillance cameras.

September 1996 to Adrian Steel Company, Adrian MI

March 2007 Network Administrator, September 1996 to September 1999

Adrian Steel Company, Inc. manufactures commercial van and truck equipment. The company offers its products through catalogs and distributors in the United States, Canada, and Puerto Rico. Adrian Steel Company, Inc. was founded in 1953 and is based in Adrian, Michigan.

General PC troubleshooting and repair

Data backup and restore

Network design, implementation and troubleshooting>

Windows Server installation, administration and support

Installed and administered engineering programs such as AutoCad and Solidworks.

Provided onsite, as well as remote technical support.

Systems Analyst, September 1999 to March 2007

Developed and managed project plans.

Analyzed users' requirements and understanding the clients' operations and systems.

Performed feasibility study.

Specified development tasks for project.

Participated in application development for project.

Specified testing plans for application.

Performed project implementations.

July 1994 to Technology Dimensions, Inc., Monroe, MI

September 1996 Managing Director

Technology Dimensions was an IT consulting firm serving SE Michigan and NW Ohio.

Managed team of network technicians.

Designed, implemented and troubleshot various network designs, topologies and operating systems.

EDUCATION South University, Savannah, GA, 2011-Present

Bachelor of Science, Computer Information Technology, Expected Completion 2015, Cumulative GPA: 3.8

Siena Heights University, Adrian, MI, 1988-1992, 2001-2002

Majored in Computer Science, Mathematics and Music, Cumulative GPA: 3.12

University of Toledo, Toledo, OH, 1992-1993

Majored in Computer Science and Engineering, Cumulative GPA: 3.0

SKILLS &

ABILITIES I have excellent troubleshooting skills in computer and network hardware and software I am able to adapt quickly to changes in hardware and software. I am able to think logically through complex problems. I have superior systems analysis skill. I am determined to follow through on problems to completion.

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