Support Technical

Garland Lewis

773-***-**** cel.

773-***-**** hm.

Desktop/Network Administrator

Role and Responsibilities:

Technically Enhanced Executive information technology specialist with a solid experience supporting software/hardware, rollouts, server and client connectivity issues, professional with over 15 years’ experience in Computer Operations and support.

Experience

Network/PC support specialist, Software testing and deployment experience with Windows OS versions XP, Windows 7, 8 and, 10 support various client and network applications: Active Directory, TCP/IP and DHCP connections, Blackberry, iPhone and Android support and configuration, WIFI and gateway connection support, Web Printing: Lotus Notes, MS Outlook/ MS Exchange, VPN/SMS Remote, SCCM, Right Fax server and client support.

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PROFESSIONAL EXPERIENCE

Independent PC/Network Consultant Jan, 2014 to Present

Short term contracts form a multiple consulting firms (Robert Half, Insight Global, and Manpower) Provided 2nd level technical support for small to large company’s essential responsibilities hardware/software rollouts, assisted users with policies and procedures for setting up conference calls, new accounts and web presentations. Escalated issues as needed and maintained client and Technical team communication, until the issue is resolved, installed/update spyware and virus protection tools.

ALLSTATE Insurance (Accentra) Feb, 2015 to Aug, 2015

Test Lab Support Specialist.

Job description: supporting configuration/setup and other related activities for client’s testing apps/machines/servers. With the help of tools like – SCCM Remote Console, VMware, Drobo image copy, and vCloud machine template apply new scrip changes software and browser update, support of Right Fax/FaxUtil groups and client connectivity issues.

Responsibilities & day-to-day activities: install/Update, Configure and Remove applications, Build/Rebuild physical and virtual machines to company or department standards, Provide technical support for Lab environment machines, including hardware, OS, and troubleshooting, Identify and analyze processes that can completed more efficiently/effectively, coordinate and execute updates and hardware changes, Maintain inventory of lab equipment, document all transfers regarding lab machines.

HSBC/Capital One Aug, 2012 to Jan, 2014

Right Fax Network Analyst/

Point of contact for executive support of system and network infrastructure consisting of 22 Windows Right Fax servers. Investigating and resolving performance issues related to client and network connection problems, provide day to day support of Right Fax servers, connection for department heads and groups meet with team leads administration agents to from group and department to create Toll Free lines and priority Fax groups, manage Integration projects and DR Testing, provide Capital One with working support until integrate with, new client and group account setup and train Capital One support team and end users create instructional manuals, lead support staff on Right Fax application process, liaison between ATT and Verizon wireless setup production Toll free and DID numbers, create and maintain system documentation, test and provide critical input to Disaster Recovery Plan, work with 3rd party support Open Text to maintain Right Fax server reliability, monitor and maintaining Right Fax environment 24/7.

IBM Global – Jones Lang LaSalle

Enhanced IT Support Sept, 2010 to Aug, 2012

Executive full service support team, first point of contact for internal 1,500 and 800 remote user

Lead support for Right Fax setup and instruction, Provide hardware/software support and installation, server maintenance, trouble resolution, root cause analysis, and SLA updates and maintenance for large LAN/WAN environment, provide client application training. Performed network administration functions, setup network user accounts/permissions, reset passwords, and administered group policies via Active Directory. Provided executive desktop support for over 800 users local and remote, IOS, iPhone, Blackberry, android support, collaborated with client to plan infrastructure expansion and upgrades based on business goals, build PC’s installed and configured operating systems and application software, advise clients on antivirus and security procedures and tools, performed data backup.

IBM Global service - Bank of America

Systems Services Representative – Specialist November 2005 to July 2008

Responsible for technical services for IBM customers desktop/server software install Configuration, develops/new techniques to improve, work performance. Provide on and offsite technical support to network systems. Manage service tickets through Peregrine tracking system.

Configure Lotus Notes /Blackberry’s for end users. I was the Primary contact for special application configuration and installation for the Bloomberg app, Lotus Notes Same Time, Right Fax client configuration and setup. Analyze and resolve technical issues, performed P.C. and Laptop configurations, to meet network standards. Gathered and produced documentation for Help Desk’s Knowledge Based reference guides. My other duties, Identified problems, recommended solutions, and follow-up process on a timely manner.

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