Technical Support Customer Service
Resume:
Matthew A Karns
********@*******.***
SUMMARY OF EXPERIENCE
Cyber and Information Security
Windows and RHEL Server Administration
Patch Management
Active Directory administration
Network administration
Governance, Risk and Compliance
Technical documentation
April 2016 – Present Duquesne Light Company
Cyber Security Analyst
Full time, contract through OpenArc, hourly
Compliance related duties include:
oCreated Patch Management system that ensured all software running on CIP (Critical Infrastructure Protection) related assets had most secure patch
oEvaluated security related patches of SCADA (Supervisory Control and Data Acquisition) network and corporate networks involving Windows and Linux platforms and field devices
oRan Patch Management system according to the guidelines of:
NERC (North American Electric Reliability Corporation)
NIST (National Institute of Standards and Technology) 800-40
CIP (Critical Infrastructure Protection) CIP-007
GRC (Governance, Risk and Compliance)
oCreated Patch Management schedule and workbooks for application owners
oWrote technical documentation that explained procedures
Cyber Security duties include:
oEvaluate software installation requests using hashdeep, Malwr and Virus Total
oEvaluate E-ISAC alerts (alerts from other power companies of security attacks)
oCross check vendor security patches using Secunia
oUse SourceFire to detect malware on corporate computers
oUse McAfee Mxlogic to search for keywords from E-ISAC alerts in our incoming email system
June 2014 – April 2016 Computer Science Corporation
Systems Administrator Tier 3
Full time, permanent, salary
Managed various servers for several accounts
oBoeing
Ensured user profiles and permissions were compliant to GRC standards
Administration of Windows Servers 2008 and 2012, VMWare and RHEL 6 and 7 using PuTTy commands and SQL scripts
Installed patches and ran system upgrades to Windows and RHEL servers
oWestinghouse
Managed user email accounts and mailboxes through Exchange Management Console on Microsoft Exchange servers.
Maintained and upgraded Windows Server 2012
oTextron
Managed user email accounts and mailboxes through Exchange Management Console on Microsoft Exchange servers.
Maintained and upgraded Windows Server 2012
oAmgen
Maintained user accounts in Cloud based servers
Ran team huddle and other assignments during manager’s absence
Created performance reviews for team according to their service metrics
Configured, maintained and upgraded Microsoft Windows Servers 2008 and 2012, virtual servers using VMWare and Vshpere, Microsoft Windows Exchange Server 2008 and 2012, and Microsoft Exchange server 2007/ 2012
Wrote and executed Unix scripts using PuTTy and SQL
Performed troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous functioning.
October 2014 – Present Butler County Community College Adult Learning Instructor
Part-time, hourly, supplemental income
Teach computer related courses to adult learners from community
Choose learning objectives and course schedule
Work with students one on one to ensure they are comfortable with material
August 2013 – June 2014 Parkway West Career and Technical Center IT Essentials Instructor
Full time, permanent, salary
Improved curriculum by investigating industry trends and making recommendations to school board
Taught students in grades 9-12 the fundamentals of IT including hardware, software, networking and network security
Prepared students for certifications in CompTIA A+ and Network + and Cisco CCENT and CCNA
Used Cisco Network Academy for course curriculum
Ensured that teaching certificate was in compliance with Pennsylvania Department of Education
September 2012 – May 2013 McKesson Automation
Product Support Specialist Tier 3
Full time, permanent, salary
Lay-off, accepted better opportunity
Answered incoming support requests from internal/external sources
Assisted tier one and two product support personnel
Configured, maintained and upgraded Microsoft Windows Server 2003, 2008 and 2012
Managed Windows network (users, computers, printers, etc.) with Active Directory
Installed network printers and drivers and troubleshot printer errors
Troubleshot and resolved level two software, hardware, network, and database issues with all supported versions of MAH products. This involved dialing into customer sites to perform tasks such as analyzing the performance of the client system and database; reviewed scheduled tasks; and executed various scripts as necessary based on problems encountered.
Properly documented all customer interactions and troubleshot actions into the department's case tracking system. Utilized prioritization and time management skills.
Manage open calls to ensure appropriate resolution time.
March 2012 – September 2012 Matthews International
IT Support Technician
Full-time, hourly
Contract expired, accepted better opportunity
Processed issues and requests from end users via telephone, web system or email in a timely and courteous manner
Performed hands-on fixes at the desktop level, including and installing software, installing hardware, implementing file backups, and configuring systems and applications
Analyzed and performed problem solving and resolution on issues
Documented all pertinent end user identification information, including name, department, contact information, and nature of problem or issue and the resolution
Assisted with vendor support contacts to resolve technical problems with desktop computing equipment and software
Ordered computer supplies from vendors
Installed network printers and drivers and troubleshot printer errors
Provided On-call support
August 2011 – March 2012 K&L Gates
Technical Support Analyst Tier 3
Full-time, hourly
Contract expired, accepted better opportunity
Provided level three Help Desk assistance via telephone and provide desk side support to customers.
Trained new employees in company procedures
Supported Citrix XenApp, XenDesktop, and EupXenApp environments
Gained experience in document management systems especially Hummingbird DM, locally installed and Citrix based
Installed network printers and drivers and troubleshot printer errors
Managed Windows network with Active Directory
March 2011 – August 2011 Westinghouse Electric Company
Engineering Technician
Full-time, hourly
Contract expired accepted better opportunity
Overhauled and maintained the group’s SharePoint site.
Designed Engineering Projects using Microsoft Visio, Project, PowerPoint, and Access.
Edited and verified calculation notes and letters written by engineers.
Ran Unix/Linux software programs that derived data analysis from nuclear power plants.
Utilized Red Hat and Ubuntu 10.04 Server to perform team objectives
Assisted in migrating data between Linux servers using the command line
Provided analysis support.
August 2010 – March 2011 HVL/Douglas Labs
Technical Support Coordinator
Full-time, hourly, accepted better opportunity
Responsible for multiple task/projects including
oNetwork schematic diagram
oEmail server migration to Exchange
oAssigning new Fully Qualified Domain Names (FQDN) to assets for improved detection
oSet up of VOIP ShoreTel phones and user accounts
oNew software image designed specifically for user’s job description
oDeploy new assets for new users
Utilized Desktop Central to deploy patches, upgrades, installations and group policies
Performed hardware upgrades
Installed network printers and drivers and troubleshot printer errors
June 2010 – December 2010 Butler County Community College IT Student Employee (Internship)
Took ownership of campus-wide Windows 7 upgrade assignment
Coordinated scheduled of instructors receiving new image
Performed hardware Installation i.e. Power Supply, Ram, Hard Drive, Network Cards.
Data Management, i.e. Backups to hard disk or external devices, transfers and imaging.
Installed new images on computers using Symantec Ghost
June 2007- August 2010 Verizon Wireless Data Coordinator Technical Support
Full-time, hourly
Promoted within six months of hire date to Data Coordinator in Technical Support
Developed customer relationship skills
Resolved diverse mix of customer’s issues
EDUCATION
Butler County Community College
Major: A.A.S. Computer Information Systems-Network/PC Specialist
Graduated in December 2011
Butler County Community College
Major: A.S. Secondary Education
Graduated in May 2007
CompTIA A+ certification February 2014
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