Tony Alston

**** **** **.,

Seattle, WA. *****

Email:acy4w2@r.postjobfree.com,

Cell: 210-***-****

Technical Summary

Operating Systems: Windows XP/Vista/7 & 8/ Mac OS, Linux Mint

Software: Microsoft Office suit 2010 (Word, Excel, PowerPoint) Microsoft Outlook, IE, Microsoft Exchange Server, Microsoft Exchange

Networking: TCP/IP, Ethernet, VPN, DHCP, DNS, LAN/WAN, Ticketing System (Axosoft)

Tools: Active Directory, Switch Port Management Tool, Remote Desktop Manager, PXE

Imaging, Avaya, Citrix,

Work Experience

USAA, IT Desktop Support Level 2 July 2016-January 2017

Rendered effectual technical support to customers on various computer systems, software, and

hardware issues, as well as IP Phone configuration concerns. Remotely and upgraded in place Windows 7

64 bit to over 30,000 PCs. Efficiently handled the installation, evaluation, configuration, monitoring,

maintenance, and analysis of computer software and systems in a client network environment.

Operated remote monitoring and management applications to troubleshoot client's customer issues.

Supported the management and maintenance of Microsoft networks, applications, virtualizations,

firewalls, TCP/IP networking, VPNs, and shared storage systems. Assumed responsibility in documenting,

evaluating, and enhancing current processes and workflows. Closely coordinated with offshore vendor

support resources and other IT staff to effectively handle client support request tickets, emails, and

phone calls, which entailed: Categorization and prioritization of help tickets. Application of exceptional

technical knowledge to update service work notes and resolve various client technical issues.

Technical Environment: Microsoft Office suite 2010 (Word, Excel, PowerPoint) Microsoft Outlook, IE,

Active Directory, Switch Port Management Tool, Remote Desktop Manager, PXE Imaging, Avaya,

Telepresence, Skynet and Powershell

Connexion Point, IT Desktop Support October 2014-August 2015

Demonstrate ability to provide user support by means of remote access tools;

Proven skills in Windows 7 and 8; Linux Mint; Microsoft Office 2007/2010 and Antivirus software; Able to configure and use Microsoft Enterprise, Active Directory; Documented success in responding to all inquiries and tickets in a timely manner via skype, Axosoft and agent interaction; Recognize help desk procedures; Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals;

Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users

Technical Environment: Microsoft Office suite 2010 (Word, Excel, PowerPoint) Microsoft Outlook, IE, Remote Desktop Manager, Batch files, Zoiper, Citrix, Linux Mint

USAA, IT Desktop Support Analyst November 2012-March 2014

Created knowledge base documents to be used as standard operating procedures for a team of 4; Launched 30,000 PCs while assisting a team of 8 install 60,000 Monitors; Ensured software installations/distribution; IP Configuration; software continuity and port management; provided technical assistance with audio-tele-conferencing equipment; thin client support within a remote desktop environment with virtual desktop and server creation and management; troubleshoot and

Map MFD printing devices; laser; impact and bar code printers; Maintain optimum performance of bar code scanners; Smartphones; PDA’s and tablets; Assisted with degaussing; hardware disposal and inventory management; Prioritize and manage incident tickets.

Technical Environment: Microsoft Office suite 2010 (Word, Excel, PowerPoint) Microsoft Outlook, IE, Active Directory, Switch Port Management Tool, Remote Desktop Manager, PXE Imaging, Avaya, Telepresence

AT&T, Tier 1 Service Representative August 2007-October 2010

Provided customer service while addressing in and outbound calls; Ensured customer satisfaction before ending the call; Remained aware of call times to ensure time efficiency; Abided by protocol and escalated calls to tier two techs if needed; Proven success working in high-volume, 24-7 technical call centers; Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues; Consistently praised for communicating effectively with both technical and non technical callers; Known for excellent problem solving skills and patience in dealing with frustrated callers; Partnered with tier II and tier III help desk peers to resolve complex problems that required escalation; Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolution.

Technical Environment: Windows XP, Microsoft Office Suit, Outlook, IE, VPN,Avaya,Google

Unicor Ind., CNC Programmer June 2002-July 2007

Developed and debugged new CNC Programs; Revised and enhanced existing CNC Programs for all types of CNC machines; Configured and maintained companywide DNC System; Prepared CNC programs and automation of redundant and complex operations using CAM software; Participated in the training of new CNC machine operators.

Technical Environment: Windows XP, IE, TCP/IP, Ethernet,VPN,Autocad

Southern Steel, Machinist January 2000- June 2002

Ability to use and read measuring devices (rulers, calipers, micrometers and depth gauges); Maintained strong attention to detail; Maintained strong organization and planning skills; Work well with limited supervision; Work well with hands-on work and a very fast learner; Ability to work quickly and meet deadlines; Willing to be a team player; Dedicated and a very hard worker.

Technical Environment: Windows XP, IE, TCP/IP,Ethernet,VPN,Autocad

Education

Hallmark College of Technology October 2010 – April 2012

Associates Degree in Information Technology and Networking

CompTiA A+ Certification

Courses,

Computer Networking Technology, Implementing and Supporting MS Windows XP,7, Windows 2008 Server Network Infrastructure Configuration, Implementing a Database on MS SQL Server, Fundamentals of Information Security, Windows Server 2008 Active Directory Configuation,Local Area Networks Design and Protocols: Cisco, Implementing and Managing Microsoft Exchange, Basic Router Configuration, Administering a Microsoft SQL Server Database, Windows Server 2008 Applications Infrastructure, Server 2008: Enterprise Administrator, Advanced Computer Networking Technology (Capstone).

Hands on Experience:

Hardware; Install all components, nodes and peripheral devices. Trouble shoot, clean, replace and maintain the optimum function of all devices.

OS; Install, trouble shoot, re-images and maintain the daily procedures of Windows XP, Vista, 7, Microsoft Exchange and Active Directory via VMware.

Networking; Implement DNS and subletting. Configure TCP/IP, DHCP, VPN and Ethernet via VMware.

Security; Analyze risk potential. Take steps to prevent network failure while proactively implementing deterrents to continue network continuity.

Rand’s school of Machining June 1997 – July – 1998

CNC; Program Haas and Cincinnati mills using M&G codes. Design blue prints using AutoCAD programs.

USMC October 1993 – April 1997

Skills

Technical trouble shooting, Hardware Configuration, Software Installs, LAN Connectivity, Problem Diagnosis, Phone and Online Support, Preventive Maintenance, Customer Service, Complaint Handling.

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