Sherman Guy Smith

***** ** ***

Howe, TX *****

903-***-**** acx54v@r.postjobfree.com

Summary

Technical support specialist with expertise in desktop, laptop, and printer support. Able to thrive in fast paced environments. Detailed, process oriented conscientious self-starter. Effective working independently or within a team setting. Significant experience resolving difficult technical issues in a multi-user setting. Well experienced in image building and deployment of new hardware.

Technical Skills Summary

Proficient in Microsoft Windows XP, 7, 8, 10

Proficient in email migrations to Office 365

Proficient with setup and onboarding to Office 365

Proficient in Altiris management

Proficient in LanDesk management and AntiVirus

Proficient in Altiris management, software pushes.

Proficient in Symantec endpoint deploy.

Proficient in the removal of virus and maleware

Proficient in VPN setup

Proficient in building and deploying images, including WinXP, Vista, Win7, Win8

Knowledgeable in call tracking and resolution

Good working knowledge of all desktop applications including installation and upgrades, network, internet connectivity, multiple O/S (i.e. WinXP Win2K, WinNT, WIN7, Win8)

Proficient in Microsoft Office applications

Proficient with Dell and Lenovo Laptops

Strong knowledge of PC hardware, and the ability to troubleshoot and replace any component in a Desktop PC

A working knowledge of email systems and some knowledge of MS Exchange Server

A working knowledge of SQL from 2000 to 2012 including installation, backup, restore attaching and some scripting

Familiarity with network equipment such as hubs, switches, and cabling

A working knowledge of Windows 2000/Active Directory administration

An understanding of internet connectivity, and remote access to the network

A working knowledge of TCP/IP networking and good working knowledge of FTP

Take-charge person who brings creative ideas to problem solving

Excellent customer service, communication and interpersonal skills

Tackles all assignments with dedication and a good attitude

Professional Experience

Experis Manpower at Microsoft 2016-Present

Office 365 Concierge Engineer

Office 365 support for Microsoft

Resolve customer issues as needed

Assist customers with all aspects of onboarding to Office 365

Ramquest Inc. 2014-2016

Office 365 Lead

Migrate 120+ domains and 3500 mailboxes to Office 365

Global administrator for 120+ domains

Setup new mailboxes, distribution groups, security groups and public folders

Call resolution for 600 plus customers nationwide

Install and configure company software on customer servers

Upgrade software on customers servers

Setup up customer software in our hosted environment

Configure their SQL database and the Citrix setup

SRS Distribution, McKinney, Texas 2011-2014

Help Desk Technician

Call resolution for 120 branches nationwide

Create, update and deploy images for HP Desktops and all models of Dell laptops.

Troubleshoot and repair Dell laptops.

Setup and support IPhones and IPads.

Deploy software using Altiris management.

Purchase, image and deploy new laptops as needed.

Resolve software and hardware issues in a timely manner.

Some on-site branch setup.

Resolve hardware and software issues.

East Texas Medical Center EMS, Tyler, Texas 2003-2011

Senior Technical Support Specialist

Call resolution for 400 users spread over East Texas including Waco and Pasadena

Build images for all departments WinXP, Win7

First line support for RightCAD dispatch and billing software

Resolve software and hardware issues in a timely manner

Deploy computers for new users

Setup account permissions for new users in AD

Replace ageing computers as needed

Repair or replace laser and inkjet printers

Create images for new computer deployment

Support 42 EMS ambulance stations spread over 17 counties in East Texas

Kept over 120 of our Panasonic Toughbook laptops imaged for paramedics

Tech support covered one vice president, 10 directors, 35 business office employees, 20 EMS 911 dispatchers, 30 general office personnel and over 500 field medics

Setup 40 laptops and 30 desktops for deployment in Alameda county California

East Texas Medical Center, Tyler, Texas 2000-2003

Technical Support Specialist

Call resolution for approximately 4000 users

Resolve software and hardware issues in a timely manner

Deploy replacement computers system wide

Repair laser and inkjet printers

Personally support 3 hospitals in remote locations

Education

Altiris Training setup and deploy, Dallas, Texas

Altiris level 2 training, Dallas, Texas

Lexmark Printer Repair School, Houston, Texas

Learn repair and maintenance of Lexmark laser printers

Texas A&M University College Station Texas

Completed 2 years towards a degree in Marketing

Cary High School, Cary North Carolina

Graduated with Diploma

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