Technical Support Software

Jeff Durcholz

**** ****** **. **** ****** TX ****2 817-***-**** **********@*****.***

TRAINING

Effective Business Writing August 2012

Microsoft PowerPoint 2010 level 2 October 2012

Comp TIA Security +, November 2008

Comp TIA Network +, September 2008

CCNA (Globalnet Training Center - Dallas, TX)

Internet Specialist, February 2002 (Stratford Career Institute Home Study)

Web design and administration, HTML, Java, Marketing and Analysis.

Fusion Essentials Software Certified Technician. August 2013

R L Turner High School. 1994

EXPERIENCE

CSC 8/24/2015

Coppell, TX

Teir1 Anylist

Provide technical support via phone and remote desktop.

Trouble shooting printers, Work stations, Network, Fire wall, and other

peripheral devices via ticket management system.

Working with reports, Security, Inventory, Anti virus, software

licensing compliance.

Password Management, MS windows 7, 8, outlook, excel,

and word. Lotus notes, AS400, JDE, IP phones, mobile devices,

Mapping drives,

NCR 12/01/2014 – 05/15/2015

Fort Worth, TX

Technical Agent II

Provide technical support via phone and remote desktop.

Trouble shooting printers, Work stations, Network, Fire wall, and other

peripheral devices via ticket management system.

Working with reports, Security, Inventory, Anti virus, software

licensing compliance.

Password Management, Testing, MS file services.

Ms Word, Excel, Ms One notes, Share point.

BFI HOT SHOTS LLC. 01/05/2014 – 11/20/2014

Fort worth, TX

Truck driver Flat bed.

Class A drivers license

Pickup and delivery from coast to coast.

Logistics, Navigation, Time management.

Open Options, INC. 08/05/2013- 01/05/2014

Addison, TX

Technical Support

Provide technical support via phone and remote desktop.

Expert in Fusion Essentials Software.

Trouble shooting Hardware, Software, and networks.

Ticketing management software.

Accurately manage IT asset inventory and software licensing compliance

DynCorp International 12/06/2010-03/05/2013

Fort Worth, TX

LG4 IT application support /Trainer

Active Security Clearance, Pass Port, Vaccinations, Deployable

•Provide strong, visible, and effective software training for all DynMRO Materials and Maintenance Module functions within LOGCAP IV program-wide.

•Evaluates employee software and job knowledge and selects best training methods based on tasks to be trained, audience experience and skills, environment, and available resources.

•Ensure training emphasizes consistent practices throughout the program and adherence to established procedures.

•Serves as advisor to LOGCAP IV senior management.

•Benchmark service standards for each function against those of peer institutions with a view toward improving effectiveness, client satisfaction and cost.

•Conduct site assessments and training to ensure that LOGCAP IV operations and policies are fully compliant with current DoD, host nation, and customer unique requirements.

•Encourage innovation; seek out and implement best in class approaches.

•Develop a positive working relationship with AOR management team

•Monitor the effectiveness of operations and recommends corrective action(s) in cases where satisfactory results are not attained or maintained.

•Provide On-the-Job training and instruction to site personnel IAW with approved SOPs and training plan

•Records and maintains training records for all training accomplished.

•Under general supervision, organizes and conducts moderately complex training and educational programs for information systems or user personnel.

•Develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials and reference works.

•Creates concise presentations to convey overview and detailed task-oriented presentations focused on integrating software into established procedures and business practices.

•Develops follow-up training outlines, training documentation, schedules, and makes suggestions for most cost effective manner to present training.

Software used. Costpoint, Sharepoint, PeopleSoft, DynMRO, TLS, Windows 7,Snagit, Microsof 2010 (Excel, power point, Word, Visio, and office project.)

Active Security Clearance, Pass Port, Vaccinations, Deployable.

Classes and certifications for DynMRO

Materials, Hand Receipt, Purchase Request, Inventories, New request Orders,Catalog User, Receiving, Purchase Orders, Back Orders, Issuing, Shipping, Supervisor Training, Advanced Administration Functions, User Training, QEM User, Administration Module, GSE Daily Status, Gse Usage Logs, GSE Work Order, SAE MX Requirements, SAE MX Requirements Tracking, VMX, and FMX

Implicit Monitoring Solutions March 2008 - April 2010

Farmers Branch, TX

IT Administrator/Local Support

o Desktop and laptop support via VPN, remote desktop.

o Software installation and configuration

o Troubleshooting and maintenance of all equipment in the building

o IT research

o IT documentation

o Facility assistance where necessary

o Protection and asset management of IMS IT Property

o Assistance where determined by IT leadership

o User and group administration for all employees in Active Directory

o Blackberry admin

PBX phone admin

Purchasing for all IT related needs

Data Center backup rotations

Documentation of all racks, wires, power usage, Pdu’s,

Installation of Windows Server 2003, Anti Virus, windows updates, etc.

Making, routing, and dressing up any and all wires on racks.

Working with Cisco Routers, switches, hubs, and patch pannels.

Quality Trailer Products April 2007 - December 2007

Azle, TX

Operations Manager

o Manage general support activities, help desk functions in support of 200+ users.

o Data and software Backups. Rotation of media and verifications of the completion of automated processes.

o Maintenance, repair, troubleshooting, and asset tracking of all hardware, (printers, terminals, telecommunications equipment, network hardware, and data circuits).

o Serves as primary interface to telecommunications providers for issue resolution.

o Engineering and development of install "kits" for asset deployment at branches.

o PC software installation and maintenance.

o PC hardware setup and maintenance of assets.

o Manages PC software licenses and media inventory.

o Support and facilitate information security efforts with administration of PC software security server and maintenance of current virus scan data.

o Maintenance and configuration of building and plant wiring that support computer systems or telecommunication.

o Technical purchasing, AP verifications asset tracking for all hardware.

o Long distance account code tracking and administration.

o User setup and maintenance.

o Provides and Manages timely response to user issues.

C-Systems Software Inc. - Arlington, TX

April 1994 - April 2007

Tier II Support Analyst (September 2001 to April 2007)

o Troubleshooting and remediation of escalated Tier I support issues.

o Hardware/software, LAN, WAN, VPN, ISDN, frame relay, dialup, DSL, cable, wireless, firewalls, routers, switches, modems, network cards, OS configuration and interface with third-party software to business systems using Win2000, 2003 Server, XENIX, UNIX, and Linux.

Sales Engineer (February 1996 to September 2001)

o Pre-sales/post-sales customer consultant for new installs and upgrades, project design, planning and implementation.

o Assisted in installation and configuration of hardware/software.

o Provided on-site training.

Tier I Support Analyst (April 1994 to February 1996)

o Front-line support for existing customers.

o Assisted in troubleshooting LAN, WAN, Dialup, frame relay, ISDN, VPN issues, software upgrades, program patches, report analysis.

o Responsible for trouble ticket tracking and documentation through resolution or escalation.

Tech Data Corp - Fort Worth, TX

January 1990 - April 1994

Assistant Warehouse Manager

o Inventory, Quality control, shipping and receiving, data entry.

TECHNICAL SUMMARY

Cabling, IDFs, punch-down wiring (RJ45, RJ11, Cat 5, Cat 6 ); Microsoft Windows 95, 98, ME,XP,Vista, windows 7, 8, 2000, 2003,2008, Word, Excel,Visio,Power point, Support XENIX, UNIX, Linux, Business Basic UBL, UBL Transsoft,TCP/IP, DHCP, DNS, PC/Server hardware design, construction and configuration, Active Directory,

Share point, VNC, Trouble ticket systems, Cell phones, PBX, VOIP, Anti Virus.

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