Technician Customer Service

Robert L. Eaton, Jr.

**** ***** **** **. ***. *

Louisville, Ky. 40229-3868

717-***-**** cell

*******@*******.***

********@*****.***

SUMMARY

Several years of experience with Information Systems hardware and software, ranging from large mainframe systems administration, relational database processors, mid-size server systems to client-based systems including Windows NT, Windows 2000, Windows XP, Windows Vista, Windows-7, Windows-8.1 and supervision of technical support staff. Management of Client/Server systems including Unix, Linux, Microsoft NT4, 2000, 2003 and Citrix terminal servers. Administration of Active Directory, IP Internet access (both static and dynamic IP), network topologies, Lucent (Bell Systems) PBX digital and analog voice systems, Audix voice-mail systems, PC hardware triage and repair, software installations, and upgrades.

WORK HISTORY

Verizon Wireless May 2015 – Present

Client/Server Administration

Provide support for client-owned smart-phone and intelligent wireless devices for business and end-user systems. Assist in configuration and mobility techniques that enable end-users to optimize their devices and freely transition from 3/4GL networks to Wi-Fi systems. Assist in email push/pull configurations and app configurations. Provide education for device usage.

Ford Truck Plant Jan 2015 – Feb 2015

Client/Server Administration (contract)

Upgraded Windows-XP desktop and laptop systems to Windows-7 Enterprise. Installed various client-owned software systems. Performed one-on-one training for each user.

DuPont Fluoroproducts Louisville Jan 2015 – Jan 2015

Client/Server Administration (contract)

Installed client based programs for the Office365 “Cloud” project, moving Outlook clients on Office 2010, from regional Exchange servers. Upgraded Windows-XP desktop and laptop systems to Windows-7 Enterprise. Upgraded client systems from Office 2010 to Office 2014 using Microsoft SCCM client software. Installed various client-owned chemical software systems. Performed one-on-one training for each user.

ResCare HomeCare Services Nov 2014 – Dec 2014

Client/Server Administration (contract)

Migrate small office servers and workstations to Windows-7, with the Windows-7 environment configured to act as a file server, providing an automated "cloud" backup system using Mozy-Pro as the server application agent. Modified server login scripts to accommodate the new environment variables and tested all MS platform environments.

Veterans Administration Hospital Sep 2014 – Oct 2014

Deskside Technician (contract)

Refresh project to replace 660 Windows-XP systems to Windows-7 (64-Bit) using SCCM.

Rohm & Haas Sep 2014 – Sep 2014

Deskside Technician (contract)

Upgrade/Replace Windows-based systems to include memory, bios and hard drive capacity.

Migrate from XP systems to Windows-7. Migrate users from Office 2007 to Office 2010.

Test and validate email and peripheral systems.

Churchill Downs Jul 2014 – Aug 2014

Deskside Technician (contract)

Upgrade/Replace Windows-based systems to include memory, bios and hard drive capacity.

Migrate from XP systems to Windows-7. Test and validate email and peripheral systems.

Kohl’s Jul 2014 – Jul 2014

Computer/POS Technician (contract)

Upgrade/Replace and Test Veriphone POS Customer Pin-Pad Systems at all checkout locations and customer service stations located within each branch.

Brown-Forman Distillery Jun 2014 – Jul 2014

Deskside Technician (contract)

Moved and upgraded Desktops and Laptop clients to upgraded facility.

Provided wireless connectivity to the network and peripheral equipment.

Provided hands-on assistance and education to relocated users.

MRC Technologies Jun 2014 – Jun 2014

Deskside Technician (contract)

Upgraded/Replaced Windows-based systems to include memory, bios and hard drive capacity. Migrate from XP systems to Windows-7.

Tested and validated email and peripheral systems to include system printers, faxes and instant-messaging.

Wipro/CHI May 2014 – Jun 2014

Deskside Technician (contract)

Installed Microsoft SCCM on workstations.

Upgraded desktops from Windows-XP to Windows-7 Enterprise Systems.

KY-Trailer Apr 2014 – May 2014

Deskside Technician (contract)

Installed client based programs for the Office365 “Cloud” project, moving Outlook clients on Office 2010, from premise Exchange servers.

Tested various Operating System releases against the installed base of applications

The Powershell batches included authentication to the Microsoft Exchange Mail Server, the destination domain-name, setting limits for largest mail items (attachments), data-loss reporting and the identities of the mail clients to be moved.

Pre-planned migration cut-over segments to be executed in batched groups after hours, to preclude saturation of the available network bandwidth during prime business hours of operation.

Developed educational synopsis targeting migration “features” that were not transparent such as shared calendars.

Migrated multiple-user endpoints in meeting rooms in real-time and assisted the users with any differences in those workstations and A/V setups.

Setup home users on VPN for the Cloud using Microsoft Remote Assistant.

Configured all mail users for OWA access (Outlook Web Access) on workstations running Windows-7 64-bit.

Provided on-site immediate help desk services for individual issues relating to the “Cloud” migration and assisted with logging of non-related issues and provided management with overall client “health” issues during and after conversion.

UPS, Louisville, KY Jan 2014 - Jan 2014

Wireless Technician (contract)

Installed and replaced and documented wireless access points and replaced existing Ethernet Lan with new Wireless AP’s.

Yum Inc.

Deskside Technician (contract) Dec 2013 - Dec 2013

Installed and repaired client based programs for the Office365 “Cloud” project, moving Outlook clients on Office 2010, from premise Exchange servers.

Setup home users on VPN for the Cloud using Bomgar and Microsoft Remote Assistant.

Configured outbound users for OWA access (Outlook Web Access) on outbound clients that do not have VPN access. End-user client systems included Windows-XP and Windows-7 64-bit workstations.

Charter Inc. May 2013 – Nov 2013

Internet and VOIP Technician

Repaired broadband Internet and VOIP telephone connections for home use.

Diagnosed and reconfigured user network modifications including gateway devices and routers.

Proactively educate end-users regarding outage recovery and configuration of home-networking devices.

The home user systems ranged from smart-phones, tablets, notebooks to desktop PC’s.

The Operating Systems on those units ranged from Windows-Vista, Windows-XP, Windows-7, Windows-8, Apple/Mac V10 and V11.

Baptist Hospitals Inc. Nov 2010 – Nov 2012

Computer Operations Technician

Provided support of server preventative maintenance schedules and backups.

Assisted with monitoring servers.

Arranged task and project priorities with respect to “Up-Time” environment requirements.

Reported system problems and initiates corrective action to maintain schedules.

Interpreted console messages from system or application programs and perform required actions.

End-point systems were all Windows-XP based.

The Operating systems on the servers ranged from HP-Unix to Windows-2000 and Windows-2003.

General Electric May 2010 – Nov 2010

Software Help Desk Technician (contract)

Remedy Tracking System for Internet/Intranet/Extranet applications

Active Directory maintenance: password changes, group-policy changes, group creations and modifications, debugging TCP/IP connectivity issues, and Remote Desktop Access and Support via VPN connections. The endpoint systems at GE were XP-based.

Humana Nov 2009 – Jan 2010

Software Help Desk Technician, (contract)

CA-Unicenter Tracking System for Internet/Intranet/Extranet applications, Windows 2000/2003 Active Directory maintenance: password changes, group-policy change group creations and modifications.

Debugged TCP/IP connectivity issues and Remote Desktop Access and Support via VPN connections for Medicare enrollment season.

User workstations were configured with XP, and utilizing profiling for configuration control.

Sprint May 2009 – May 2009

Telephony Technician (contract)

De-installation, Inventory and Shipping of Sprint long distance telephony switching components.

Republic Bank Inc. Jan 2009 – Apr 2009

Software Help Desk Technician (contract)

Supported on-line Income Tax Refund Anticipated Loans using Active Directory maintenance: password changes, group-policy changes, group creations and modifications, debugged TCP/IP connectivity issues, Sharepoint, FTP2 and debugged client/server and peer network secure (HTTPS) TCP/IP connections including distributed printing services. The bank clients were Income-Tax Service Providers using Windows Vista and Windows-XP client systems.

TYCO International, Louisville, KY May 2008 – Jun 2008

Consultant, Systems Integration (contract)

Designed the infrastructure for on On-Line “Dashboard”.

Designed and built on-line data feeds between foreign databases and an MS/Sql-Server relational database.

Some of the “foreign” databases included IBM VSAM and IDMS.

Republic Bank Inc., Louisville, KY Dec 2007 – Apr 2008

Software Help Desk Technician (contract)

Supported on-line Income Tax Refund Anticipated Loans using Active Directory maintenance: password changes, group-policy changes, group creations and modifications, debugging TCP/IP connectivity issues, Sharepoint, FTP2 and debugging client/server and peer network secure (HTTPS) connections including distributed printing services. The bank clients were Income-Tax Service Providers using Windows 2000, Windows Vista and Windows-XP client systems.

State Farm Insurance Company, Louisville, KY May 2007 – Aug 2007

On-Site Server Technician (contract)

Microsoft Server 2003 upgrades / replacements.

Upgraded hardware and software and network printers in an Active-Directory environment, for all agent offices in the Louisville area.

On-call support for other technicians.

The connecting client-based machines were all Windows-XP 32-bit systems.

SpectraCare Inc., Louisville, KY May 2005 – Nov 2006

Lan Administrator

Responsible for all file servers, data integrity and backups, training for all desktop support technicians. Install, administer and maintain all network file servers, email systems an Internet/Intranet/Extranet access. (Class-A, B and C).

Completed Site Security Information Management including Firewalls, Virus Protection, Software theft and Internet usage monitoring, Active Directory Management: password creations / changes, group-policy creations / changes, group creations and modifications, debugging TCP/IP connectivity issues.

Cutover all TCP/IP workstation endpoints from STATIC-IP to Dynamic-IP Addresses.

Direct supervision of 3 hardware and software technicians at multiple locations.

Help Desk implementation, management and training.

Automated software distribution and delivery, including software licensing management and upgrades of all desktop operating systems.

Disaster Recovery planning, preparation, installation and testing.

Designed and implemented of fiber-optic cable network topologies.

Installed RS-232C asynchronous connectivity to modem clusters, terminal servers and numerical system controllers.

Installed and maintained CA-Unicenter antivirus and scalable components.

UPS Logistics, Louisville, KY May 2003 – Oct 2004

Second Level Helpdesk (contract)

Supported multiple migration projects.

Active Directory maintenance: password changes, group-policy changes, group creations and modifications, debugging TCP/IP connectivity issues,

Trained for new contract hires (1st Level Helpdesk support).

Dynamiq Consulting Services, Louisville, KY Jan 2002 – May 2003

Server/Desktop Technician

Small Business Information and Telecommunication Solutions Specialist including Dominion Homes and McAlister’s Deli.

Microsoft Server and Windows Workstation support, upgrades and maintenance.

DuPont Louisville Fluoroproducts Jun 1997 – Nov 2001

LAN / Server / Email / PBX / Desktop (Multiple Site) Administration

Completed LAN design and supervise aerial fiber backbone and horizontal 10-base-100 wiring for the Ethernet star-topology network.

Designed and implemented of fiber-optic cable network TCP/IP topologies.

Active Directory maintenance: password changes, group-policy changes, group creations and modifications, debugging TCP/IP connectivity issues.

Specified and provided procurement for the network head-end components and all termination points, including the main NT4-based file server.

Administered and educated all end-users on file-server usage and end-user techniques.

Installed and provided desktop support for over 200 PC locations.

Provided telecommunications Management and PBX administration, using a Lucent G3 switch.

Supervised installation of plant telephone wiring and handset upgrades.

Provided programming support and end-user training for digital-based handsets.

Established standard PC desktop products and support for Microsoft Office-97 and Reflection-7 (IBM 3270 emulation software) and various productivity tools.

Converted over 200 Vax-based email clients to Lotus Notes Groupware. Arranged PC-based email training for all clients on usage and features.

Assisted in design of a Microsoft Access-based database to keep track of product delivery for Freon products. As the application outgrew the Access database engine, assisted with the database migration to a SQL-2000 based server.

Established a lease-based PC rollout program to standardize desktop support also created a standard desktop CD-image, which reduced product installation time from 2 hours to less than 10 minutes for each PC.

Installed, administered and maintained all network file servers, email systems and Internet/Intranet/Extranet access. (Class-A, B and C).

Procured, installed and administered multiple Novell-based file servers and provided desktop support for each.

Telecommunications Management and PBX administration (digital & analog.).

Administration and end-user education of Lotus Notes Groupware.

Web page and E-commerce development.

Education and technical support of personnel in usage and upgrades of PC applications, including: Lotus Notes Groupware, Microstation-SE, and the entire suite of Microsoft Office products (MS-Word, Excel, Access, Query, PowerPoint, MS-SQL, etc.).

PDA (Palm Pilot) programming and support.

Disaster Recovery planning, preparation, installation and testing.

Hardware Inventory and Purchase/Lease program management.

United Defense, Louisville, KY Nov 1988 – May 1997

Network Client/Server Specialist (contract)

Installed, administered and maintained all network file servers, email systems and Internet/Intranet/Extranet access. (Class-A, B and C).

Completed Site Security Information Management including Firewalls, Virus Protection, Software theft and Internet usage monitoring.

Help Desk implementation, management and training.

Education and technical support of personnel in usage and upgrades of PC applications, including: GroupWise for Novell, Word Perfect, Lotus-123, Harvard Graphics, and the entire suite of Microsoft Office products (MS-Word, Excel, Access, Query, PowerPoint, MS-SQL, etc.).

Implementation and integration of Bar-Coding systems.

Disaster Recovery planning, preparation, installation and testing.

Video Teleconferencing installation and management.

Installed Thick-Net, Thin-Net and Twisted-Pair Ethernet sub-network segments.

Installed RS-232C asynchronous connectivity to modem clusters, terminal servers and numerical system controllers.

Installed, modified and repaired Broadband cable LAN (CATV) systems.

Provided complete site administration of mid-range and legacy systems, including data integrity of databases, batch support files, job control language, source and object decks, subroutine libraries and user cataloged work files.

Baptist Hospitals Incorporated, Louisville, KY Nov 1978 – Nov 1988

Senior Operations Analyst

Developed procedures for Site Security, beginning with payroll and branching out to all proprietary execution reports and data access, including all source and object programs.

Disaster Recovery planning, preparation, installation and testing.

Provided complete site administration of mid-range and legacy systems, including data integrity of databases, batch support files, job control language, source and object decks, subroutine libraries and user cataloged work files.

United States Air Force Oct 1974 – Oct 1978

Remote Operations Supervisor (NORAD)

Provide shift setup and workflow for all remote-batch terminal operations.

EDUCATION

Windows 2000 Server w/Active Directory - (OJT), migrated multiple NT4 and Novell platforms to Windows 2000 Server, Seamless transition for entire user base.

Tivoli Migration to Peoplesoft (OJT).

Microsoft NT Network and Server Security Administration, Windows NT 4.0

System Administration, FrontPage-2000 Advanced Web Design

How to Build and Improve Customer Service. (Executive Planning for I.S. Support)

Novell NetWare, Service and Support (Operating System Analysis)

Novell NetWare, Advanced Service (Operating System Analysis)

Novell NetWare: GroupWise Administration (Email)

Troubleshooting NetWare (Operating System Analysis)

Fundamentals of UNIX V.4

UNIX C Shell Command Language & Programming

Hands-On Internetworking with TCP/IP

Coaxial Communications, Installation and Maintenance

Coaxial Communications, Service and Support

Fiber Optic Installation and Testing.

Computer Specialist Training - Honeywell/BULL. United States Air Force

Non-Commissioned Officers School, Human Resource Management (Supervision)

GCOS3 Concepts and Characteristics (Operating System Analysis)

GCOS3 Boot tape Structuring and Maintenance (Building Operating System Techniques)

GCOS8 Concepts and Characteristics (Operating System Analysis)

Migration to TP8 (On-Line Database Access)

GCOS8 Workstation Concepts and Administration

COBOL and INFOS-II

TPMS System Utilization and Administration (On-Line Database Access)

Integrity Control Specialist (Concurrent Data Sharing)

CERTIFICATIONS

oISO9001 Certified

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