Manager Technical Support
Resume:
Jeffery Anders
Houston, TX *7080
E-mail: *********@*****.***
SUMMARY OF QUALIFICATIONS
An IT professional with 17 years of complex technical and multi-level experience. I have densely packed job knowledge and projects into my career with a proven track record of success. I engage all levels of support, personnel, vendors and clients. I cultivate success by seizing defining moments, and maintain effective working relationships. I make a difference by understanding the technical and operational needs of the business and work hard every day with purpose and integrity
Education
University of Houston-Downtown May 1998
Bachelors of Business Administration in Computer Information Systems
TECHNICAL EXPERIENCE
• Certifications/Training – A+, Certified Help Desk Professional, MS AS400 Training, BMC Track
It Training, VM Ware Training, CCNA Training
• Software Applications – Microsoft Office, RDP, VNC, Store Gazer, POS Applications (IBM 4690
and Triversity), JDA, Remote Ware, Active Directory, Exchange
(2010/O365), Docuware, Ghost, EDJ, SAP, Manager Pus, Track It,
Mime cast, Air Watch, Big Fix, Solar Winds, Arcserve UDP/RHA, Duo,
What’s up Gold, Visio, Project, Symantec Anti-Virus,Lync and SharePoint
• Operating Systems – Windows 2003/2008/2012 Server, Windows NT Workstation/Server 4.0,
Windows 95/98/XP/Vista/7/8, IIS, AS 400, Linux.
PROFESSIONAL EXPERIENCE
At Home Stores, LLC (Formally Garden Ridge, LP) Jan 1999 – Jan 2016
Systems Engineer
Responsible for IT Infrastructure operations of Servers, Exchange, Active Directory environment, while managing advanced support of our corporate and store users tickets.
• Active Directory Administration, configuration of accounts on Windows 2008 Domain,
Including, DNS, DHCP, IIS, User and Group Management, Group Policy, and Updates.
• Administration of Exchange 2010 accounts/policy, and Hybrid O365 Exchange Environment
• Using vSphere 4/5.1, vCenter4/5.1 to manage 70+ virtual machines over 6 host.
• Managed Physical and Virtual Servers running Windows 2003/2008/2012 OS
• Server Administration of file shares, security/permissions, and Managing backups
• Migrated users from Exchange 2010 to O365 environment.
• Document Systems integration, set up, and design configurations for Management
• Implemented of Mimecast for email spam blocking and retention
• Implemented of Air Watch for company wireless devices
• Implemented Arcserve as a new RHA and D2D Backup solution for virtual, physical and
Exchange Servers
• Implemented BMC Track It for ticket and change management process
• IBM Big Fix to managed updates, software, configurations of Servers and PC
• Provide Advanced Desktop Support for 150+ corporate, DC users and 100 stores.
• Upgraded and Deployed Windows 7 to all users’ desktops along with application integration.
• Fixed issues to become SOX compliant and produced reports for verification and audits.
• Aid Development team from time to time on issues that involved the infrastructure team
• Configure and troubleshoot Routers and Switches for stores and replacements, along with
Call Manager Express, and with setup and configuration for new stores
• Configure and troubleshoot Aruba wireless access points
• Cisco Call Manager/Unity 9.0 setup and maintain user’s phones
• Deployment and installation of Data Center and offices in Plano, TX
POS Systems Administrator
Lead POS/RF hardware and software updates and changes, along with Managing Projects and Desktop support for users applications and PC issues.
• IBM POS system – Troubleshoot Software and Hardware issues for 450+ register and 160+
POS servers for 80 stores. Install new applications, features, and options as required
for all stores, along with testing on IBM Sure POS Ace Application.
• Quality Assurance testing of new code written for new features and upgrades in the POS
system, front end through back end processes.
• IBM OS upgrade from V2r4 to V4 to V5 and Sure POS ACE upgrade from V1r5 to V4.0 to
V6.2, Build test plan, testing transactions, writing deployment docs
• Worked with testing, certification and deployment of encryption devices, upgrades to POS
returns system, in-house payroll and hiring application.
• POS Ordering/Procurement/Repair – Handle all Ordering of POS Hardware and repair/testing
of hardware parts and Pieces, while maintaining inventory and remotely troubleshooting
• Managed upgrades of POS, including servers, and register peripherals
• Handle setup, configurations of RF scanners and replacement for all locations
• System Quality Assurance and Implementation of HW upgrades/modifications
• Desktop support II – Troubleshoot OS and user applications, for our corporate office, DC and
80 stores, new user account implementation (Windows and POS), pc and printer upgrades
and replacement, reimage pc’s and deploy out for new users and pc rebuilds
• Establish and document policies and procedures based on IT industry best practices and
applicable compliance initiatives
• Worked to replace 100% of the Cisco routers and switches at all Garden Ridge locations
nationwide to meet compliance requirements with aggressive deadlines
• Installed Aruba Access Points and configured for wireless access
• Installed Cisco VOIP installation at 2/3 of store locations, cost of $20,000 per location
• Managing RF WPA/PSK key upgrades and TDES encryption for PCI compliancy upgrade on all
register terminals, including, testing, scheduling and deployment to all stores.
• Managed Projects
- New store implementation including ordering/purchasing/configuring, POS hardware,
server builds and Desktops, onsite setup and install, Cost of $150,000 per store
- Roll out of new RF scanners and Price checkers to all stores and DC for PCI
compliance. Cost of around $800,000 for RF and $400,000 for Price Checkers
- Implemented new IT inventory and asset tracking solution, includes asset tagging of
All IT equipment at store locations and corporate, Cost of $5,000 per location
Technical Support Analyst II
Handled advanced support of users and POS hardware and software issues
• Second level Support of Corporate, Store Users and Systems hardware and software
• Manage and monitor workload of jobs
• Support Enterprise Systems, and network issues
• Work with Windows XP/2000/NT/98/95 and Unix systems
• Diagnose IBM/SASI POS systems and work on refurbishing hardware equipment
• Managed upgrade of POS and new hardware for the POS controllers and registers
• On Call Supervisor, Second Level Support
• Interface with Manager to Manage Technical Support Center
Help Desk Analyst - System Operator
Responsible for troubleshooting user desktop and POS issues, along with managing nightly processing and of reports and updates.
• Support/Troubleshoot enterprise Systems, problems and issues
• Corporate, Store Users and Systems hardware and software
• Unix and AS/400 Enterprise Systems
• Troubleshoot IBM/SASI POS systems hardware/software issues
• Verified files processed timely and completely
• Manage/Monitor workload of jobs
• Run/Monitor backs ups and daily jobs on systems
• Work with user jobs, sessions, printer, and issues.
• Produce nightly processing / daily reports, updates and loading of Enterprise System
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