Customer Service Technical Support

STEVEN J. ROUNTREE

*****-*** ********* ***, ********, CA, 92563 Phone: 951-***-**** Email: ************@*****.***

Highly motivated and goal oriented professional committed to bringing fresh insight & outstanding technical ability to your organization. Excels in team collaboration and solution brainstorming; Excellent client relationships at all levels of the business; Detail oriented and resourceful in completing tasks, all while demonstrating extensive experience with a wide range of systems and networks.

Skills in tools, technologies, and standards:

• Implementing and Managing Exchange 2000 for the Enterprise

• Managing Office 365 in the Portal

• Managing office 2008 and 2012

• Implementing a Microsoft Win 2000 Network Infrastructure

• CISCO CALL MANAGER ADMINISTRATION 7.1.3

• Training Enrollment Confirmation for VMware Vsphere: Install, Configure, Manage V5.1

• Two-Day Business Writing Skills Workshop

Technology Snapshot:

• Microsoft: Windows 7, 8, Vista, Server 2000/2003/2008/2012 Active Directory Exchange 2000 & 2003 Microsoft Office 365 Group Policy SMS

• Cisco: AVVID, Call Manager & Unity basic switching & routing basic PIX Firewall configurations Meeting Place

• Malware: McAfee ePolicy Orchestrator Symantec Antivirus CA Pest Patrol Spy Sweeper Enterprise Surf Control Trend Micro

• Smartphones: Blackberry Enterprise Server Windows Mobile Active Sync Samsung Blackberry, IPad, Motorola Xoom

• Et Cetera: Citrix Metaframe VPN both PPTP & IPsec Postini Message Management Symantec Ghost Genifax HP JetAdmin

Track-It and Remedy Help Desk Software Video Conferencing: Tandberg, Polycom Crestron iManage DMS Law Applications:

Concordance, Summation, Delta View

SCCM Client Center, HP Device Manager Console, VMware Vsphere Client

Professional Work Experience

Salient CRGT (Aug 2013 - Present)

System Administrator

Responsible for independent, local system support of our Sorrento Valley and Temecula offices. Also, provide remote support to user’s around the company using remote tools for about 1200 users. Duties include network maintenance, patching servers, building out imagines and servers using the VSphere client 5.5. Including building out Altigen phones using the MaxAdministrator. I work routinely in office 365 active directory creating and removing accounts.

Foley and Lardner LLP (Sept 2003 – Aug 2013)

Sr. Desktop Support Specialist

As team lead for the western region on the desktop ops team I was a technical support specialist who worked independently resolving technical challenges. Worked flexibly with job duties. Network maintenance, daily backups and general disaster recovery, office desktops, VPN, Genifax, Accuroute, Cisco Ip phone systems, new hire training, data mining/coordination, misc. projects, etc. I setup and supported video conferences. Supported a staff of 70 plus users in two offices; maintaining all hardware and software at the site locally. Supported a variety of laptops including Lenovo's to HP 4320's that they were locally present, a variety of desktops, and also installed racks, switches and servers at numerous remote locations as the firm grew. Maintained, upgraded, and troubleshot a variety of our networked printers 4300's, Xerox's and MFP’s. Managed and supported NT network/domain and associated services DNS, and DHCP. Was a member of the Blackberry Support Team adding deleting and troubleshooting issues on a daily basis. Worked on Omtool Printer support issues regularly. Managed and support BackOffice products including Citrix and Exchange. As a member of the Desktop Operations team I played a key role in the deployment and troubleshooting of new images. Maintained LAN environment, routers, switches and infrastructure. Project management experience included implementing new technologies, performing upgrades, and improvements initiatives. Supported end users Windows XP environment with Active Directory Administration. Provided technical support on ongoing basis including supporting voicemail systems and remote access support as well. Cisco Call Manager and Unity administration. Worked daily deploying thin clients and Samsung zero client’s around the firm. Fully trained on the HP device manager and the VMware Vsphere client.

Pfizer Pharmaceuticals (Sept 2001 – Sept 2003)

Desktop IT Specialist (Contract thru IT GE)

Supported Users and Managed over 200 plus networked stations utilizing Windows 2000 Professional & XP, with numerous clients in two different locations to support a total user base of approximately 250 personnel. Resolved Windows 2000 migration issues. Performed upgrades of Exchange 5.5 to Exchange 2000. Handled transition and migration issues resulting from transitions. Helpdesk Level 2 support for Window NT/2000 users including IBM, Dell Latitude Laptops and workstations. Also supported the legacy Dell systems that were being phased out. Supported Outlook 2000/Office 2000. Used Timbuktu remote control utility for all issues when users were connected to LAN, VPN or dial up for all computers in the domain that were remotely controlled by the helpdesk. This included mapping drives, software/printer installs and Outlook/Office configurations, among other responsibilities. Was System Administrator of Windows 2000 and Windows NT. Provided Desktop support across the enterprise in an Engineering environment. Supported Heat Ticketing system RAS, VPN and LAN connectivity as well as Blackberry and Palm configurations and support and Network Ports and Phone Activations.

Navy Marine Corps Intranet (NMCI) Strike Force (Mar 2001 - Sept 2001)

Remote Fault Management

Supported systems for Digital Systems International Corporation (DSIC).

24 hour Fitness (Jun 2000 – Feb 2001)

Network Support Analyst

Provided telephone support for LAN/WAN cabling issues to a staff of 5000 employees within 500 clubs nationwide. Also did troubleshooting the Synoptic Hub to the Cisco router 2500 and 2600 series for connectivity issues. Performed troubleshooting for the Dial-up users with Network configuration problems as well as network printer HP Laser Jet 6p. Supported Windows 9x, 2000, NT, and Proprietary Point of Sale Software on a UNIX Platform. Also, conducted troubleshooting on a wide variety of programs including MS Office 97-2000 and Citrix Server to shadow and repair Client PC's. Utilized the Remedy ticketing software to track and escalate problems efficiently. Also maintained Server backups on a daily basis with Arc serve 6 to check job status.

Cox Communications (May 1999 - Jun 2000)

Technical Support Representative

Provided technical support for Cox @ Home Internet Service and connectivity related issues. Provided support for cable modem connectivity issues. Assisted with maintenance of customer database and scheduled onsite service calls.

United States Navy (May 1999 - Jun 2000)

Hospital Corpsman

Was an Operating Room Technician at Naval Hospital Camp Pendleton. Was Leading Petty Officer in Central Processing Department and Customer Service Representative Contact.

Naval Hospital, Camp Pendleton (Mar 1998 - Jan 1999)

Network Internship

Assisted Network Administrators with network maintenance. Performed backups, cable repairs and client workstation. Assisted with PC setup.

Certifications

A+ ~ MCP ~ MCDST ~ NET+ Certified

MCITP: Enterprise Desktop Support Technician on Windows® 7

MCTS: Windows® 7, Configuration

Microsoft® Certified IT Professional (MCITP)

Microsoft® Certified Technology Specialist (MCTS)

Network Plus

Education & Clearance(s)

Coleman College, San Macros, CA Pursuing Networking Degree, Information systems and Certificate in Computer Application & Networking

Security Clearance(s) Secret, DOD, 08/13, Active

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