Manager Service

Raymond D. Smith

**** ****** ***, *********, ** • 214-***-**** • **********@*******.***

Objective

A Teir II position in the IT industry where my expertise in trouble shooting and server administration and provide growth.

Summary of Qualifications

Senior Level Technician with 14 years of Service Desk and 2 years of floor support experience. Currently supporting 200,000 users on Blue Cross Blue Shield\Anthem network worldwide and 65,000 on Cigna spanning 35 countries.

40,000 WAH (work at home) users.

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Technical Skills:

Software: Microsoft Windows Server 2008R2, Active Directory Users and Computers, System Center 2012R2 Configuration Manager v5.x, Windows 3.x-98/NT 3.51-4.0/ Std. & Pro Client 2000/XP/Vista/7/8, DOS 3.x-10.x, Office Suites 4.x-2000/XP/2007, local & cloud-based Office 2007/365/2013, Outlook, Lync 2010/2013, Outlook 97-2007, Exchange 4.x-5.x, IE 2.x-8.x, Project 95-2003, Front Page 97-2000, IE v8-11, Lync 2010/2013, BoldChat (internet Web), Remote Desktop Connection, Remote Assistance, RDP, Step Recorder, HP/UX, AIX, UNIX, Linux, Blackberry Enterprise Server v4, Citrix Metaframe, VMware ESX, IBM OS/2 & O/S2 Warp Server & Client, Virtual PC, VNC, DameWare 7.5, Cisco WebEx, Terminal Services, Novell NetWare 3.x-4.x, Intranetware Client32-4.x, GroupWise 4.1a-5.0, HP Service Manager 7.x, Peregrine Service Center, Marimba, Reflections, FTP pro, NetBackup and Veritas Backup / Recovery Systems, Peregrine Service Center and HP Service Manager 7.x., Novell NetWare Server/Client 3.x-4.x, Intranetware Client32-4.x, GroupWise 4.1a-5.0, HP Web Jetadmin, HP Openview & Nagios, AutoSys and Control+M, NetBackup, Veritas, NEC NEAX2400 PBX MS-DOS/Windows Suite, PageNET, Lap Link Pro 3.x-5.x, F/X, Symantec Ghost 4.x-7.x, PC Anywhere 2.x-11.x, WinFax Pro 7.x-10.x, McAfee, Norton, AVG and Symantec Anti-Virus, Norton Utilities, Netscape 3.x-Communicator 7.x, Adobe Acrobat Exchange 2.x-6.x, Snag-It, ACT 3.x-4.x, Lotus Notes 4.x-6.x, Lotus 1-2-3 (3D) v3.1, Harvard Graphics, Delta Graphics, & other various third-party software.

Hardware: DELL PowerEdge Servers 1650 - R900 and PowerVault NAS Storage Systems, Dell Thin Client, laptop, and workstation PCs w/ Dual Monitors, HP RP3000 / 9000 Servers, AST, Compaq, Dell, Hewlett-Packard, IBM-AT, XT, (Personal) PC Clone 386SX25-P4/Core2Duo and Packard-Bell PCs, Compaq, Dell, IBM, Tandy, Toshiba, Twin Head & Atari Laptops, MacIntosh IIsi, System 7-X, Power Mac PC & Power PC, NCR POS/APC, NEC NEAX2400 PBX, CAT3-6 Cabling, HP, Konica – Minolta, Tektronix, Lexmark, Brother, Kodak & Panasonic Printers, HP JetDirect and Print Server Appliance, AMD AthlonXP 1800+, 2200+, Intel Pentium 60-200 MMX, Pro200, PII 233-450, PIII 500-733, P4, Core2Duo & Xeon CPU, Asus, Gigabyte, ECS, Mylex, DFI, Intel & Tekram MB, Logitech, Cherry, Generic & MS Mouse, Conner, Maxtor, Seagate, Toshiba, & Western Digital IDE, SATA & SCSI HDD, EGA-SVGA & DVI Monitor, Toshiba, Goldstar, Sony, NEC, Samsung, Matsushita, & Mitsumi 2x-48x CD-ROM, Colorado/HP 120mb-4gb IDE & SCSI Tape Backup, Adaptec SCSI, ATI, BFG, Diamond, Nvidia, Creative, Matrox, SIS, & Trident VGA and PCIE 2.0, DDR, DDR2, SIMMs, HSIMMs, DIMMs (Parity/Non-Parity), Generic, Intel, Novell/Anthem, Olicom, Broadcom, Thomas-Conrad & 3COM NIC, Aztech, Creative Labs, Realtek, Crystal & Diamond Sound, Best Data, Diamond, Generic, Rockwell, Hayes, Maxtech, Practical Peripherals, & 3COM/U.S. Robotics Modems, MiFi, WiFi, internet (personal ISP), Wireless B/G/N NIC, AirLink+, D-Link and LinkSys Routers, RSA SecureID Keyfob, Blackberry (5,000+ users), Android, iPhone, and iPad.

SOFTWARE Addendum:

Account Access Security:

CyberArk Privileged Account Security v9.x, RSA Security Console 2010 (EMC Corp.), PASS tool (Password Account System Service), Account Lockout Tool, LDAP

Other:

Google Chrome v41.x, Adobe Acrobat & Flash, Java, Silverlight player, Symantec Endpoint & McAfee Anti-Virus, EDMP (Enterprise Deployment Management Program), BMC Configuration Manager Tuner, MaxMC, SAMI, PegaReach, ExpenseWell, Peoplesoft, PC lookup, Account Lockout Status, Macess, ESS (Employee Self-Service), SSO (Single Sign-On)

Mainframe/UNIX emulation:

Attachmate MyExtra! Enterprise 7.x, Reflections Mainframe, HP AmiSys Reflection for HP

Citrix WebInterface Server WI01:

XenApp HDX, ICA Presentation Server, Receiver client, Management Console, Desktop Director, Admin Console XA50, AppCenter XA65, Delivery Services Console PS45, CTX Director

Remote: WebEx, Dameware, TeamViewer, RDP

Ticketing: TSRM v5.2 (IBM Tivoli Service Request Manager) (Anthem), PDMWeb Service Center (Amerigroup), ServiceNOW (Wellpoint), Remedy (HCL).

Database:

Wiki, SharePoint, Oracle SQL Plus 9 PS_45, Teradata SQL, Lotus Notes (Domino)

Voice:

Avaya OneX, CMS softphone/voicemail systems, BAS Blackberry Administration Server, MobileIron.

VPN (12,000+ users (3K are IT Users & Vendors)):

Web-based VPN remote access, Cisco AnyConnect Secure Mobility VPN client.

Work Experience

HCL America- Frisco Tx 01/2015 to Present

IT Specialist

I Exceptional communication and customer handling skills

Experience working with multiple ticketing system-Service Now(snow), TSRM and Remedy.

Strong analytical skills and quality conscious

Ability to resolve technical problem (over a phone/Chat or remote systems support) via Dameware, RDP,,Lync Screen Share and WebEx

Good Knowledge of Windows XP/Win 7.

Good Knowledge of Email configuration and support on MS office tools.

VPN troubleshooting and Incident Management.

Good Knowledge of Microsoft Office products (Excel, Word and Power Point Etc.)

Good Knowledge of Network Concepts-TCP\IP

Good Knowledge of Active Directory-Creating users and user groups, unlocks and password resets.

Good Knowledge of troubleshooting Mobile Devices- Iphone, laptops and Ipads with MobileIron,Airwatch and BAS.

Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions

Extensive work with SCCM consist of installing and un-installing applications across the network.

Follow the shift hand-over process.

Good Knowledge of Windows XP/Win 7&8 OS trouble shooting.

Resolve Registry error when determined.

Facilitate in Problem Management.

Senior floor assistant to 50 techs on the floor.

Report generation on trend analysis

Implements or suggests best practices via ITIL

Complies with and ensures compliance to regulatory requirements

Fujitsu America\Pyramid Consulting- CONTRACTOR 04/2014 to 09/2014

Command Center\ Service Agent

Field incoming support calls and emails from multiple end users from multiple accounts

Maintained high percentage of "First Call resolution"

Effectively and accurately log and route tickets using multiple ticketing systems

Windows support include install\uninstall app\drivers, assigned admin rights, performed clean up operations and map shared and personal drives.

Resolved IE connectivity errors and network connectivity errors. (wireless, LAN, Ping, Tracert).

Outlook client and web outlook support

Active Directory (password resets, add group, create accounts.)

SAP Account Maintenance

VPN Support (Connectivity-Cisco and SSL)

Smart phone email support

Network Trouble shooting

Avaya and Mac Support

Effectively worked in the Exchange Management Console

Extensive Motorola MC65 and MC67 hand devices trouble shooting

In depth Blue tooth configuration and trouble shooting

SMS Inc\ Ontrack Staffing Carrollton, Tx - CONTRACTOR 09-2013 to 01/2014

Laptop Repair\Desktop Anaylst

Desktop support for 250+ workstations

Desktop upgrades, moves and changes

Install, configure and trouble shoot desktop applications

Image desktops, laptops and thin clients

Maintain a service oriented approach to user support

Support IT and operations projects as needed

Assist employees with Terminal Server and VPN installation and configuration

Honor Ceditors In, Dallas, Tx 06-2002 to 12/2012

Jr System Administrator

Maintained and administered computer networks and related enviroments including computer hardware, system software, application software, and all configurations.

Administered user accounts in Active Directory.

Configured and maintained computing infrastructure.

Resolved various technicalproblems ranging from PC's, hardware, software, network printers, LAN/WAN.

Managed outlook accounts through Microsoft Exchange.

Education

Westwood College of Technolgy May 2005

Silicon Valley Tech May 2002

A+,NET+,MCSE,CCNA,CCDA

Languages

English: Native language

Activities and Interests

Accomplished Pianist

Passion for building and designing HI-End Gaming Desktop.

Currently studying AWS (Amazon Web Services) certification.

References

Available upon request

Contact this candidate