Roosewell Pen

*** **** ***** *****

Roswell, GA *0076

acwtko@r.postjobfree.com

404-***-****

OBJECTIVE: Proven, proactive, and experienced technician seeking technology support/admin position.

SUMMARY OF QUALIFICATIONS:

Established broad range of IT support skills, proficient understanding of networking fundamentals, knowledgeable of current and past hardware and software types

Self starter and a fast learner to accommodate new technology strategies in the workplace and effective analytical problem solving abilities

Strong team player with a high desire to develop excellent relationships with people

Outstanding and clear written and oral communication skills

TECHNICAL SKILLS:

Software: Microsoft Office Suite 2010/2013, Office 365, Symantec Ghost/Antivirus/Endpoint Protection, TCP/IP, DNS, VPN, Visio, Outlook, HTML, Lotus Notes, Windows 2008/2012/Vista/ 7/8/10, Cisco Jabber, Unity, Call Manager, VMware View and Fusion, Active Directory, Dameware, LogMeIn, SysAid, SAP, Exchange, Citrix, RSA Tokens, HEAT, LANDesk, Service Desk Plus, SharePoint, Shoretel Contact Center, Sonic Firewall, Zoho Reports, Android, iOS, OSX, Microsoft System Center Configuration Manager (SCCM), Casper Suite, Bitlocker

Hardware: Desktops and laptops, laser printers (Ricoh, Xerox, Toshiba, HP,etc), networking, wireless, Cisco IP phones, Cisco routers and switches, Cisco Telepresence, Avaya phones, LCD monitors, thin clients, iPads, mobile devices, Mac expert

AWARDS:

Awarded “Excellence” achievement for providing excellent Customer Service at Fulton County Schools in October, 2012

EDUCATION:

Clayton State University:

Morrow, GA

Degree: Bachelor of Information Technology, (Graduated May 2008), GPA 3.59/4.00

Degree: Associate of Information Technology

Certification: Information Technology Certificate

Global Knowledge:

Atlanta, GA

HDI Support Manager

VMware VSphere 5.1

ITT Tech:

Atlanta, GA

ITIL Foundations

New Horizons Computer Learning Center:

Atlanta, GA

A+ Training

CERTIFICATIONS:

A+ (COMP001008607939) Completed

ITIL Foundations (GR750122943RP) Completed

HDI Support Center Manager (3_1237543_1052) Completed

Microsoft Certified Professional (C337-5231) Completed

Microsoft Certified Systems Administrator, Windows 2003 (MCSA) (C337-5238) Completed

Microsoft Certified Systems Engineer, Windows 2003 (MCSE) (D577-2914) Completed

Net+ (COMP001008607939) Completed

PROFESSIONAL EXPERIENCE:

Presidio

Norcross, GA

Site Support Technician, November 2015-Present

Troubleshoot desktop, notebook, printer, and applications over the phone, remote desktop, and on-site desktop support

Supported both Windows and Mac OS operating systems

Provisioned Cisco IP phones and deployed nationwide

Onboard corporate and BYOD wireless devices using Cisco ISE

Imaged and configured PCs with software and shipped out to other locations

Followed ITIL processes

Fulton County Schools (April 2012 to July 2015)

Atlanta, GA

Technology Support Services Coordinator, July 2013-July 2015

Managed employees including help desk, repair, and desktop support

Screened, interviewed, hired, and dismissed personnel

Managed budget for the department

Developed new strategies to make the department more efficient

Provided world class customer service

Managed phone queue using Shoretel Contact Center

Trained and coached employees

Went on site visits to gather customer feedback and assess current environment for better customer satisfaction

Managed department webpage using SharePoint 2013

Troubleshoot escalated desktop, notebook, printer, and applications over the phone, remote desktop, and on-site desktop support

Managed email accounts using Office 365 Admin Portal

Resolved other escalated issues

Provided metrics and reports including KPIs from ManageEngine Service Desk Plus, Zoho Reports, and Shoretel Contact Center

Supported over 14,000 employees and 95,000 students with over 40,000 devices (computers/iPads/tablets/printers)

Tech Support Specialist III, July 2012-July 2013

Migrated XP machines to Windows 7

Created migration package to migrate several machines at once

Planned and developed migration procedure

Created and implemented printer scripts

Used HEAT ticketing system

Used ManageEngine Service Desk Plus ticketing system

Used LANDesk to setup and deploy software packages and templates, remote control, and created queries

Managed and troubleshoot centralized print servers

Created centralized printing documentation

Troubleshoot desktop, notebook, printer, and applications over the phone, remote desktop, and on-site desktop support

Assisted and trained school technology specialist

Managed a temporary team for NTO project

Supported over 14,000 employees and 95,000 students with over 40,000 computers

End User Support Specialist, April 2012-July 2012

Migrated XP machines to Windows 7

Planned and developed migration procedure

Created and implemented printer scripts

Used HEAT ticketing system

Troubleshoot desktop, notebook, printer, and applications over the phone, remote desktop, and on-site desktop support

Supported over 14,000 employees and 95,000 students with over 40,000 computers

Atos

Atlanta, GA

Migration Lead, February 2012-March 2012

Imaged and deployed machines using USMT to migrate from Windows XP to Windows 7

Led a team to successfully migrate computers

Trained and mentored technicians

Ran a daily report regarding migration status to upper management

Migration Technician, January 2012-February 2012

Imaged and deployed machines using USMT to migrate from Windows XP to Windows 7

Ensured consistency and accuracy by marking off checklists

Troubleshoot and document all issues

Assisted and trained technicians

Yancey Brothers Company

Austell, GA

Help Desk Specialist, September 2011-December 2011

Imaged and shipped out machines using Symantec Ghost

Troubleshoot desktop, notebook, mobile devices, printer, and applications over the phone and remote desktop

Used Track-It! Ticketing System

Performed various server projects

Shree Partners

Atlanta, GA

IT Consultant, June 2011-August 2011

Supported Go-live for Epic ASAP application

Tested scripts in SharePoint 2010

Used HP Openview ticketing system

Brown and Brown Insurance

Stockbridge, GA

Help Desk Technician, March 2011-June 2011

Troubleshoot desktop, notebook, mobile devices, VMware View, printer, and applications over the phone and remote desktop

Used Smarter Track Help Desk Ticketing System

Assisted fellow technicians as needed

OLAM

College Park, GA

Help Desk Administrator, March 2010-March 2011

Troubleshoot desktop, server, applications, e-mail, mobile devices, networking, notebook, and printer issues over the phone and remote desktop in a global corporate environment

Used SysAid Help Desk Ticketing System

Helped designed new support structure for the Help Desk

Used Dameware for remote support

Imaged and shipped out computing devices using Norton Ghost

Managed Active Directory Users and Groups under Windows 2003/2008 Server

Managed and monitored servers, switches, routers, and firewalls

Managed and monitored anti-virus and anti-spyware programs

Migrated user’s e-mail in Microsoft Outlook

Setup offices using LAN/WAN connection

Prism Pointe Technologies

Fairburn, GA

Help Desk Analyst, November 2009-February 2010

Troubleshoot desktop, notebook, and printer issues over the phone

Used proprietary ticketing system for customer calls

Ensured SLA requirements are met

QA tickets for accuracy and progress

Benton Express

Atlanta, GA

Technology Assistant, July 2009 – September 2009

Developed corporate website to increase customer satisfaction and appeal

Troubleshoot any technical issues which include PC problems, network problems, IP phones, and software

Managed corporate e-mail for the entire company

Managed and monitored anti-virus and anti-spyware programs

Created and maintained web filtering applications

Created and applied group policy under Windows 2003 Server

Managed Active Directory Users and Groups under Windows 2003 Server

Loaded PCs with software and shipped out to other locations

Troubleshoot Blackberry phone issues

Used remote desktop tools for software installation and remote troubleshooting

Developed manuals and trained users

Best Buy

Morrow, GA

Merchandiser, April 2001-July 2009

Replenish stock on the sales floor for item availability to increase store profits

Price new products and update price changes accurately for consistency

Set up store planograms based on changes made by the corporate office to help make the store look attractive to customers

Assist customers in locating merchandise to improve overall sales and customer satisfaction

Provide suggestions and solutions to accommodate customer’s lifestyle

Greet and be courteous to all customers to drive loyalty

Clayton State University

Morrow, GA

Information Technology Instructional Assistant, January 2007-May 2007

Built a secure web server in Windows 2003 for IT web students to upload their web pages for vigorous review and created secure FTP access for students to upload web pages remotely

Troubleshoot and maintained web server to ensure functionality

Provided open and helpful guidance to students with questions in a timely manner

Reviewed students' web pages against specific assigned criteria accurately based on class syllabus

REFERENCES FURNISHED UPON REQUEST

Contact this candidate