Technical Support Software
Resume:
John M. Burwell Jr.
**** ***** *** ******, ** ***04
*********@*****.***
Objective: To obtain a position as an Sr. System Analyst with a global software corporation.
Software:
Citrix Receiver/ Citrix XenApp5.0/6.0/6.5, EPIC, Bomgar Desktop Support, Heat Ticket System, Anti-Virus, Active Directory, Microsoft Office, Excel, Exchange Email w/Outlook, Windows XP/7/8, OS 8/9/OS X Mavericks, Dragon, Explore, Google, Safari, HDD/System Imaging, Unix, View Star, Stratus/MMCS, SAP, ServcieNow
Hardware:
Robot/Save, GRS, RSS, HP, Robot Tape Drives, IBM Tape Library, Xerox Printers, RS6000, AS400, Unix, View Star, Stratus/MMCS, SAP, IBM, DELL, APPLE
Experience:
HCL TECHNOLOGIES 6/2015 – 11/2016
Security Desk / Helpdesk Contractor Cybernet Systems
-Assistant Manager/Trainer/Team Lead for a 40 service desk personnel
-Installing Citrix Receiver/ Citrix XenApp5.0/6.0/6.5 maintaining and installing applications for remote desktop users
-Work with Queue Management, Service Now, Active Directory, Remote Access
-Service desk provider for Presidents, Vice Presidents, and Premium callers
-Resolve technical issues via remote systems support
-Carry out VPN troubleshooting and Incident Management
-Network installations and troubleshooting software devices
-Resolve tickets within SLA Adheres to standard operating procedures / work instructions
-Coaching analysts for correct routing of tickets, capturing critical information
-Remote installations and technical support
-Imaging and merging user profiles and migrating data
ITS BELL AND HOWELL HEADQUARTERS 4/2015- 6/2015
IT PC Technician Contractor Alphanumeric System Inc.
-Install new computer units for users.
-Merging Window to Windows profiles for PC replacements, Outlook and data files.
-Putting units in Active Directory areas for online use and resetting passwords.
-Installing provided software for users remotely and upon schedule delivery
-Imaging units on new & old laptops for company use.
-Creating and backing up profiles for pc exchange
-Installing and Repairing network issues with printers & computers
ITS STATE OF NORTH CAROLINA 4/2014 -12/2014
IT PC Technician Contractor
-Installing Citrix Receiver/ Citrix XenApp5.0/6.0/6.5 maintaining and installing applications for remote desktop users
-Providing installation, diagnosis, repair and maintenance of all unit components
-Troubleshooting, identifying network software and hardware issues.
-Remote into units for software issues using the Remedy network program.
-Merging Window XP to Windows 7 throughout the State of North Carolina IT Departments
-Field Tech Support for the State Of North Carolina IT Department replacing computer units and transferring profiles.
-Imaging and merging user profiles and migrating data
-Managing Active Directory and Remedy
UNC HEALTHCARE
UNC EASTOWNE / REX-UNC Office 6/2013 – 4/2014
IT/EUS PC Technician ITI SELECT Contractor
-Maintain desktop inventory and assists with asset management while maintaining accurate records for device changes.
-Provides customers with technical support and incident resolution related to hardware and software.
-Installing Citrix Receiver/ Citrix XenApp5.0/6.0/6.5 maintaining and installing applications for remote desktop users
-Provides initial training to familiarize the customer with the operation of the system.
-Ensures network security by enforcing passwords, installing virus protection software, encryption technology, creating user-profiles.
-Evaluating product compatibility, flexibility, and ease of use including the design of application options with mainframe applications while providing recommendations for new equipment.
-Providing installation, diagnosis, repair and maintenance of all components including troubleshooting and identifying network, software and hardware problems for UNC clinics and jointed hospitals. Work with various applications: EPIC, Dragon, Windows, Bomgar Remote Support, Active Desktop, IOS and Apple OS.
-Help maintain network security for UNC clinics
-Imaging and merging user profiles and migrating data
-Assists ISD team on complex problem solving resolutions, making suggestions for hardware/software upgrades.
-Repair and configure computers, network desktops, laptops, printers, scanners and related hardware. Direct the rewiring of cables as required for new installations and office reconfiguration.
-Operate, monitor, control mainframes, and related peripheral equipment BCM desktops.
-EPIC training within the EUS department. Installed EPIC program, running application scripts testing for its Go-Live performance.
-Provided tech support for EPIC software and hardware on desktops, laptops, Ipads and Iphones, printers and scanners. A program that communicates all hospitals, clinics and pharmacy activities of patient’s medical history to be viewed worldwide.
Revlon Consumer Products - Oxford, NC 1996 – 2007
Senior Computer Operator
-Provided on-going operation of system printer, tape drives, reel drives
-Ensured maintenance/operation of AS400 operating system, Network PC’s
-Worked with mainframe, Series I computers, TSO, MVS, JES2 operation commands
-Monitored multiple schedules to ensure computer operators are following company procedures.
-Maintained 99% uptime on all systems and supplied Helpdesk support nights & weekends
-Responsible for monthly report listing problems that may have caused system downtime
-Ensured new/current operators are trained for any new procedures that are implemented
-Ensured operators are following company policy/procedures/performance as required
-Notified appropriate personnel with any job/system backup/database/hardware problems
-Entered problem tickets in a timely manner to ensure a prompt resolution
-Assisted with software/hardware upgrades as needed
-Placed service calls for equipment in a timely manner
-Sorted/sent printouts to proper person(s) as needed
-Entered data in various systems up to 60 wpm
-Contacted DBA’s/System Administrators as needed
-Performed View Star backups/Stratus backups/HP backups when scheduled
-Monitored multiple schedules on a daily basis
- Imaging and merging user profiles and migrating data
North Carolina Online “NCOL.NET” - Henderson, NC 1999 - 2003
Computer Technician
- Installed, maintained, troubleshoot and upgraded computer hardware, software, personal computer networks, peripheral and equipment.
- Assessed user-training needs and trained users in effective use of applications; made recommendations regarding hardware and software acquisitions; prepared documentation and provided user assistance; performed related work as required.
- Installed, configured and upgraded operating systems and software using standard business and administrative packages; modified specific applications for use in operational departments.
- Installed, assembled and configured computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulled cables and rewires or directed the rewiring of cables as required for new installations and office reconfiguration.
-Troubleshoot problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; made repairs and corrections where required.
-Acted as a technical resource in assisting users to resolve problems with equipment and data; staffed a centralized help desk to facilitate exchange of information and advice; implemented solutions and notified outsource providers as needed.
-Made hardware and software acquisition recommendations; helped users assess needs and provided justification for equipment and services.
-Assisted with the planning, design, research and acquisition of new or upgraded hardware and software systems; maintained current knowledge of hardware, software and network technology and recommended modifications as necessary.
-Imaging and merging user profiles and migrating data
United States Navy 1987-1994
-USS Enterprise CVN-65 1993 - 1994
-US Embassy JAMAICA ‘Joint Task Force Purchaser” 1993 - 1994
-Defense Finance & Account Service, Norfolk Naval Base 1991 - 1993
-Petty Officer Third Class 1990 - 1994
-SK (Storekeeper) USS AMERICA, CV- 66 Supply Petty Officer 1987 - 1991
Achievements & Awards:
-Arm Forces Expeditionary Medal
-South Asia Service Medal w/ Star
-Kuwait Liberation Medal
-National Defense Service Medal
-South West Asia Service Medal
-Recommended for the Naval Achievement Medal
Education & Training:
-Military School
-Vance Senior High School
-EPIC training with EUS
Volunteer Experience:
JB PC Productions - Durham, NC 2007 – 2010
Computer Technician Nonprofit
- Imaging and merging user profiles and migrating data
- Taught tech support for accelerated learning program geared towards underprivileged urban children that excelled in school,
- Teaching senior citizens basic computer skills and how to navigate the internet for their needs.
- Perform a variety of technical tasks in the installation, diagnosis, repair and maintenance of all components in the computer network, including troubleshooting and identifying software and hardware problems working with all OS, MS, Apple and various applications for the church and organization.
- Install, assemble and configure computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pull cables and rewire or direct the rewiring of cables as required for new installations and office reconfiguration.
- Install software and upgrades for all OS and applications on laptops and computers.
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