Lawrence Taylor

acy6a7@r.postjobfree.com - 614-***-****

• IT Professional with 20+ years of Technical Support experience supporting multiple hardware, operating

Systems and applications

• Strong hands on Hardware and Infrastructure technical skills coupled with top notch customer service and communication skills

• Strong technical skills include MS Exchange, Tivoli,AIX UNIX, AS/400, NT Network Server, Microsoft Office Suite, Citrix Network Server, Windows Server 2003, and Windows NT

• Experience utilizing several aspects of MS SCCM 2012, TSO.

• Experience supporting both on-site and remote users for desktop, network and system issues.

• Excellent communication and the ability to multi-task in a team environment

Racking, & Stacking various HP, Citrix and Cisco servers, Patch Cabling and connectivity

Experience in software packages both manual installation and through MS SCCM 2012, ESP, Harvest.

WORK EXPERIENCE

Application Services Engineer

Solu Technology Partners/ Nationwide Ins. Co. May 2015 to Novemeber 2016

Responsible for supporting the apps of multiple BSAs. This includes non-production request fulfillment, incident management, code migration, and problem management.

Responsible for supporting the applications of multiple BSAs in both Nationwide Financial and Enterprise Applications. This includes non-production request fulfillment, incident management, code migration, problem management, schedule adherence, technical writing and communication across multiple services and applications.Used Service Now as the ticketing software.

Responsible for providing support and maintenance of the Application Production and Test Environments, and executes the service transition process for transitioning Applications into the Production environment and insuring support structures are in place. This role fulfills standard and non-standard application service requests in support of application development and testing, DR Testing, IT Service Management (ITSM) process support, transition to run activities, and production environment configurations.

With full competency, tests, debugs and implements complex hardware/software components, tools, and utilities required for the operation, maintenance, and control of systems. Coordinates with users to determine requirements. Reviews systems under development and related documentation. And maintains program libraries and technical documentation. Coordinate activities of the project team and assist in monitoring project schedules and costs. Acts as a formal and/or informal mentor to less experienced associates.

IT Support Engineer I

VOLT-3M - June 30, 2014 to December, 31 2014

Provide daily system support to 3M Cogent customers including installation, configuration and troubleshooting of computer software, hardware and network environments. Provide all aspects of operations support, preventive maintenance, remedial maintenance, and provide regular status reporting. Installation/configuration/troubleshooting/testing of 3M Cogent’s proprietary software and hardware solutions Resolving customer reported issues and inquiries, via phone, by travel to customers’ sites and/or remotely via secure network connection to customers’ systems. Maintaining customer relations via phone or in person with various customers’ users and personnel. Transporting, delivering, installing and training on hardware/software solutions to customers’ sites and their designated personnel. Troubleshooting of Microsoft Windows, UNIX, and Linux operating systems. Troubleshooting of network environments. Troubleshooting of and reporting against databases (Oracle/SQL) Perform local/domestic travel as needed, including travel to exotic International locations, occasionally move and lift heavy computer equipment. Provide Windows-based operating systems troubleshooting and installation TCP/IP network troubleshooting in distributed UNIX and Windows client/server environments. LAN/WAN internetworking and protocols,Served as a Windows specialist and Systems Support Tech.

Develops and implements systems diagnostic and maintenance tools to ensure the availability and functionality of systems required to support organizational objectives.

Installs and maintains software and hardware, and documents the physical configuration of information systems.

Optimizes the functionality of networks and systems and diagnoses and recovers failed systems.

Installs and configures commercial off the shelf (COTS) applications and software/hardware enhancement products.

Identifies and mitigates security vulnerabilities and risks.

Defines customer requirements for servers based upon analysis of business needs and practices.

Win7 Migration Desktop Support Tech

Pomeroy IT Services/ Whirlpool - January 2014 to April 2014

Provide Hardware and Infrastructure support to customers via telephone, email and remote control for windows 7 and Microsoft products Diagnose and resolve customer’s problems (File, drive mappings and Print Services)Creation of Documentation for building a help-desk knowledge base, Provide coverage 5 days a week between the hours of 3:00 PM - 3:00 AM Working knowledge of SCCM, Active Directory, and Group Policies, Provide Win7 Migration services, via IBM TEM Client by installing various software, such as Lotus Notes, Reflections, Firefox, Adobe, Google Chrome, also coping Data from old hard drive to a new hard drive, Installing And configuring Lotus Notes on each Laptop and PC, that's been migrated from WinXP to Win7, Imaging and Re-Imaging PC’s and Laptop’s, SCCM software was use to push various software to PC’s and Laptops after MigrationServed as a Windows specialist and Systems Support Tech.

Develops and implements systems diagnostic and maintenance tools to ensure the availability and functionality of systems required to support organizational objectives.

Installs and maintains software and hardware, and documents the physical configuration of information systems.

Optimizes the functionality of networks and systems and diagnoses and recovers failed systems.

Installs and configures commercial off the shelf (COTS) applications and software/hardware enhancement products.

Identifies and mitigates security vulnerabilities and risks.

Defines customer requirements for servers based upon analysis of business needs and practices.

Win7 Migration Desktop Support Tech

Shift Point IT Services/Rolls Royce - October 2013 to February 2014

Provide Win7 Migration services, via SCCM Client by installing various software such as

Outlook, Firefox, Adobe, Google Chrome, also coping Data from old hard drive to a new hard drive, Installing And configuring Lotus Notes on each Laptop and PC, that's been migrated from WinXP to Win7. Working Knowledge of Active Directory, and Group Policies

Provide 1st and 2nd level Hardware and Infrastructure support to migrated users, ensuring that all software, programs and printers are Present and operational on users Laptop, Desktop, and BlackBerry devices after Win7 migration,, Imaging and Re-Imaging PC’s and Laptop’s. Used SCCM software to push various software to PC’s and Laptops after Migration, Served as a Windows specialist and Systems Support Tech. Develops and implements systems diagnostic and maintenance tools to ensure the availability and functionality of systems required to support organizational objectives.

Installs and maintains software and hardware, and documents the physical configuration of information systems. Optimizes the functionality of networks and systems and diagnoses and recovers failed systems. Installs and configures commercial off the shelf (COTS) applications and software/hardware enhancement products. Identifies and mitigates security vulnerabilities and risks.

Defines customer requirements for servers based upon analysis of business needs and practices.

CTC Bridge Operator II

TJX - New Albany, OH - February 2013 to October 2013

Provide Event Management monitoring in a distributed and mainframe environment through the use of various Monitoring technologies including Hughes Vision, EMC Voyence, EMC Smarts, CA Spectrum,

Identifies, resolves, or escalates event notifications that impact system availability.

Utilize monitoring technologies used to identify Alerts, Alarms, etc.

Performs moderate problem analysis via monitoring technologies and predefined process documentation and Workflows. Used Service Now as the ticketing software.

Provides moderate resolution support to various teams.

Provides moderate monitoring for Production Batch processing on multiple platforms using CA ESP.

Supports basic Production Batch job scheduling failures.

Open service tickets and initiates escalation procedures.

Participates in the training of Bridge Specialists and provides guidance and consultation as required.

Documents and maintains Enterprise Monitoring procedures and standards

Enterprise Monitoring Tools such as Hughes Vision, EMC Voyence, EMC Smarts CA Spectrum, CA EHealth, Provided Hardware and Infrastructure support, CA APM, CA NetQos.

Monitor Local Area Network (LAN), Wide Area Network

(WAN), Data Communication networks which includes Very-Small-Aperture Terminal (VSAT), Virtual Private Network (VPN),Served as a Windows specialist and Systems Support Tech.

Develops and implements systems diagnostic and maintenance tools to ensure the availability and functionality of systems required to support organizational objectives.

Installs and maintains software and hardware, and documents the physical configuration of information systems.

Optimizes the functionality of networks and systems and diagnoses and recovers failed systems.

Installs and configures commercial off the shelf (COTS) applications and software/hardware enhancement products.

Identifies and mitigates security vulnerabilities and risks.

Defines customer requirements for servers based upon analysis of business needs and practices.

IT NOC Help Desk/Desk Top Support Analyst

Garden City Group - Dublin, OH - July 2010 to July 2013

Provide first and second level support for clients logging on to BP's Gulf Coast Claims web site, also provide Hardware and Infrastructure support, along with Second level technical support for GCG employees, Duties include the following: Solve incidents, provide

Information and handle service requests via phone, email, or direct customer contact.

Provide intermediate to advanced level hardware and software desktop troubleshooting using both communicate, Solutions to internal customers and other team members.

On a rotating basis, provide second level desktop technical computer support in staff offices for problems

That cannot be handled over the phone, racking, staking and cabling Servers and Switches.

Review on-going incidents and work with other members of IT to avoid future incidents or to minimize future Occurrences. Build knowledge base of common incidents. Performed Database changes.

Review software requests and provide recommendations, licensing, and installation support. Pilot and test New software or hardware prior to general staff deployment. Used Service Now as the ticketing software.

Assist in installation and upgrading of desktop systems including password resets, Network Monitoring, via Zenoss, setting up New users, granting system access, via Active Directory, re images, software upgrades, Installations, server upgrades/installations, Avaya Phone installation and troubleshooting, Provide over all excellent customer service,, Imaging and Re-Imaging PC’s and Laptop’s.

Assist in migrating users from Win/XP to Win7, performed occasional Certificate updates.

Occasional DNS flush, check for available IP address via DHCP, password resets via AD.

IT Help Desk Support Analyst

Pomeroy IT Solutions/ PNC Bank - Whitehall, OH - April 2010 to June 2010

Provide excellent customer service/ Technical support to recently converted National City customers to PNC Bank, using Quicken and QuickBooks; assist in the proper installation connectivity and initial training of Quicken And QuickBooks software.

Use excellent customer service skills, alone with strong verbal and written communication skills to ensure that the customers able to use the software product to their satisfaction, by using superior interpersonal Skills and telephone etiquette, and good analytical and problem solving skills, comfortably deal with stressful Situations associated with a fast-paced work environment, make judgment decisions and adapt to changing

Work situations. Professionally handle a high volume of calls being different in level of complexity daily, work independently And as a part of a team, with customers, peers and management.

Desktop/NOC Technical Support

City Of Columbus - Columbus, OH - September 2008 to September 2009

Maintained, analyzed, troubleshoot, deployed, and repaired computer systems, hardware and computer

Peripherals, perform PC and Laptop re images.

Replaced, upgraded, maintained, and documented hardware and software systems.

Supported and maintained user account information including rights, security and systems groups.

With a wide variety of the field's concepts, practices, and procedures. Able to manage time and prioritize tasks with minimal supervision.

Performed a variety of complicated tasks, including software upgrades. Identify and determine corrective action to be taken on system failures which the computer, performed DNS Flush, Monitor the Firewall for unwanted traffic.

Operators cannot correct. Accomplished repairs beyond normal operator capability, Reports to the Service

Desk Manager Technologies used: Adobe Acrobat, Adobe Photoshop, MS Office, Symantec/McAfee Antivirus, Cisco VPN Client, MS Exchange, Lotus Notes, Remote Desktop Applications, and various Diagnostic Utilities. Unicenter, Provided Hardware, Software and Infrastructure Support.

Service Desk, Served as a Windows specialist and Systems Support Tech.

Develops and implements systems diagnostic and maintenance tools to ensure the availability and functionality of systems required to support organizational objectives.

Installs and maintains software and hardware, and documents the physical configuration of information systems.

Optimizes the functionality of networks and systems and diagnoses and recovers failed systems.

Installs and configures commercial off the shelf (COTS) applications and software/hardware enhancement products.

Identifies and mitigates security vulnerabilities and risks.

Defines customer requirements for servers based upon analysis of business needs and practices.

Help Desk/NOC Tech /Desktop Support/Sr. Computer Operator

Cambridge Integrated Systems - Columbus, OH February 1999 - April 2008

• Monitored LAN and WAN networks, file and print servers, as well as Control-M job scheduler, troubleshoot User connectivity, create new user ID's and email, grating certain levels of security

• Responsible for install, setup, diagnose, repair, upgrade and maintain users PC's and peripheral's, ADSM Tape processing, via AIX UNIX commands, system backups, Logged tracking, Printer issues, Performed file restores, file transfers, first level of contact for all user PC, Laptop, desktop, Hardware or Infrastructure Issues, Served as a Windows specialist and Systems Support Tech.

Develops and implements systems diagnostic and maintenance tools to ensure the availability and functionality of systems required to support organizational objectives.

Installs and maintains software and hardware, and documents the physical configuration of information systems.

Optimizes the functionality of networks and systems and diagnoses and recovers failed systems.

Installs and configures commercial off the shelf (COTS) applications and software/hardware enhancement products.

Identifies and mitigates security vulnerabilities and risks.

Defines customer requirements for servers based upon analysis of business needs and practices., Racking, & Stacking various HP, Citrix and Cisco servers, Patch Cabling and connectivity.

• Performed various file downloads; monitor database and systems via Watchdog System Manager, tape

Storage via IBM tape Silo

• Various AS400 duties which includes, creating and deleting user ID's and passwords, system backups.

Responsible for adding and removing system access, job and system monitoring, running print jobs, troubleshooting print queues, First level of contact for any AS400 Hardware user issues.

• NT & Citrix Network Server Installation and Administration, monitored jobs running on Control-M to ensure That they start and complete at scheduled times without error; reran, force to run, cancel jobs or put them on hold when necessary, or escalate to Control-M Admin.

Responsible for monitoring and supporting IT infrastructure and applications. Assures that all reports are

Printed properly and completely and that reports requiring decollation or bursting are processed within company Guidelines. Assures that all report output is distributed to the appropriate customer. Assist with identification Of hardware malfunctions and escalate where appropriate. Understand and provide operational support for printers, tape drives and silos. Understand the necessary software that provides operational support for print distribution and tape operation. Assist Client/IT customers in a professional and courteous manner when required to perform service requests. Maintain compliancy of operational SOP's and understand system validation requirements. Maintain and ensure comprehensive daily status turnover reports. Exercise significant Individual initiative in resolving all department operational failures. Ensure quality by clarifying and completing Tasks accurately.

NOC Tech/Computer Operator

Kaiser Permanente HMO - Silver Spring, MD - July 1998 to February 1999

Replies to console messages, pertaining to areas of responsibility. Logs and reports equipment malfunctions to customer engineers, while keeping the Input/output (I/O)

Console Operator informed.Trains other operators, including new associates on the equipment and p rocesses of the I/O area. Operates printers and checks accuracy and quality of printed reports, ensuring printed output meets quality Standards. Processes all reports completed by the Computer Center and ensures their delivery to the proper locations.

Ensures printer maintenance is performed daily (cleaned, oiled, etc.) and checked off on sign-off sheet.

Performs first-level problem determination and resolution on Help Desk problem calls involving computer

Equipment (e.g., terminals, printers, PCs, Laptop computers, etc.), software and/or transactions.

Distributes Help Desk problem calls to various second-level support groups when UN resolvable at first level.

Documents all reported Help Desk problem calls using Help Desk problem-tracking software.

Carries out verbal instructions of the I/O Operator. Maintains up-to-date knowledge of all I/O procedures and Processes. Performs other duties assigned by management.

Monitored and tracked all system or job problem request calls via Tivoli call tracking system Monitored all jobs that run in the Masetro portion of Tivoli to ensure that all jobs run at its scheduled time

Without errors, perform various system backups, print reports, and first level of contact for any system or job run Errors. All other aspects of Computer and Network operations

Assures that all reports are printed properly and completely and that reports requiring decollation or bursting Are processed within guidelines.

Network Operator Control Tech/Helpdesk Tech

Oleen H.I.M - Silver Spring, MD - August 1995 to December 1998

Responsible for printing output and distribution of reports and other documents to both internal and external Customers. Monitors computer system jobs and connected devices and quickly identifies problems or errors, ensures Quick resolution by correcting problems or immediately notifying supervisor or technical support. Retrieves moves inserts into machines and stores input and output media such as magnetic tapes and Diskettes with due care for integrity of data.

Produces system backup daily and executes backup utilities to copy from disk to tape.

Manipulates printer spool files and output queues in order to process reports and documents on required

Print devices Sets up and operates computer peripheral devices such as printers and tape drives; monitors the system For error messages and ensures efficiency. Performs routine preventative maintenance on equipment according to user manuals and installation

Standards such as changing printer ribbons and vacuuming printers. Racking, & Stacking various HP, Citrix and Cisco servers and other Hardware,Patch Cabling and connectivity Submits job requests based on appropriate computer schedule.

Develops and implements new processes and procedures when necessary.

Maintains an organized work area to help ensure that computer room remains clean and to help prevent

Work related injuries.

Performs related duties as assigned such as,Imaging and Re-Imaging PC’s and Laptop’s.

US Military- Rank E-2

August 1979 to February 1979

Military Supply, Honorable Discharge

EDUCATION

Columbus State Community College

September 2009 to June 2011

ADDITIONAL INFORMATION

Technical Skills:

Working knowledge of a range of software, including Adobe Acrobat, Adobe Photoshop, MS Office, Symantec/McAfee Antivirus, Cisco VPN Client, MS Exchange, Lotus Notes, Remote Desktop Applications, and various Diagnostic Utilities, IBM AS/400, AIX UNIX, MVS, Tivoli Call Tracking, Watchdog System Manager. Maestro, Tivoli, Control-M and CA7 Job Schedulers, SYS38, Vax Network, OS/390 Mainframe, OS/400, NT Network Server, Citrix Network Server, BOS, Omega, MS/Outlook, Internet Explorer, MSN, Netscape, Adobe Acrobat, FTP, Tokens, MS/Excel, NT Network Servers, Control- M, What's-UP Gold, Symantec Ghost wizard, Win 200, Win XP, Win7, SCCM, DHCP, DNS, Active Directory, Racking, & Stacking various HP, Citrix and Cisco Servers, Patch Cabling and connectivity, Avaya phones and phone systems.

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