Support Technical

Keith Taylor

Charlotte, NC *****

************@*****.***

PROFESSIONAL SUMMARY

IT Senior Support Engineer with a wide range of experience including leadership for Tier lll desktop support staff, server administration, and network configuration. Experience knowledge of VMware desktop pools and troubleshooting of software problems within a VDI environment. Other specialties include IT project management and management of the business relationships between internal staff, client base, and the IT organization.

TECHNICAL SKILL SET

PROGRAMMING

Visual Basic, SQL

SERVERS

File, Print Server, Virtual Server

OPERATING SYSTEMS

Windows 7, Windows2008, Windows2012R Server, Vista. Multiple Android and iOS platforms

SOFTWARE

VMWare, Checkpoint, Logic Monitor, Solar winds

MICROSOFT

Active Directory, Configure and Manage Office365

Access, t Excel, t FrontPage, Office Picture Manager, Outlook. PowerPoint, Project Visio, Word, t Works, Office Assistant, Outlook Web Access

HARDWARE

Install, upgrade, and troubleshooting of hardware (printers, scanners, video card, audio cards, hard drives, modems, Network Interface card, repairing mother boards, monitors, LAN connections, break fixes)

NETWORK

TCP/IP protocol, Active directory, Cisco Router 2911, switches 2960, DNS, DHPC, Static IP, Terminate RJ45, CAT5, 5E, 6, 6A, 7

Knowledge of Networking Principles, familiarity with LAN infrastructure design, Implementation, maintenance, and support

WORK EXPERIENCE

IT Senior Desktop support/Team Lead ● PCLS● December 2012- Present

Helpdesk stats supervise a team of Desktop Specialist by providing clear direction, assessing performance, identifying development needs, providing coaching and career counseling.

Daily Monitoring support Ticketing system and ensure timely response.

Provide IT Director with weekly reports of any changes and issue delivered in SQL

Lead the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems.

Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner.

Responsible for procurement, inventory, compliance and life-cycle maintenance of IT hardware and software (includes PCs, peripherals, servers, network equipment, operating systems and other software

Responsible for configuring new user in Exchange Management console, adding to groups or department adding user in corporate address book, create distribution group.

Administered Windows 2007 file servers, Exchange 2007 server, and all network printers

Provided Exchange 5.5/2000 and SQL 7.0/2000 database administration.

Provided Cisco router, switch, PIX and VPN administration

Provide metric reports to upper management regarding helpdesk stats

Setup internal and external user in office 365,experience in Azure, SharePoint, Microsoft CRM

Served as final escalation point for lower-level systems engineers and help desk analysts

III Desktop support ● PCLS ● February 2012- December 2015

Roles includes walking customer through problem solving process, Determine the best solution based on the issues for end users, Respond to email message and phone support.

Responsible for deploying software office 365 operating system deployment, network access protection in Microsoft (SCCM)

Troubleshoot, Maintain complex hardware and software problems in VDI environment

General support and installation including Wyse thin clients, DX650 phones running Horizon Suite for VDI access

Creation of VMware desktop pools plus implementation of full clones and thin clients

Setup and support of Android and iOS phones utilizing Air watch from the console

Checkpoint Endpoint Encryption installation, and manager Checkpoint console

Use different tools, remote access using Skype Business, TeamViewer,

Network Monitoring internal and external users using Logic Monitor and Solarwinds

AD account creation and administration, server share permissions administration, and provide end user support. Knowledge of Networking infrastructure, VoIP Systems Cisco Unified

Working knowledge of print queues, Script network printer for DHCP or Static

Configuration of Cisco Routers 810 and 2950

Help Desk ● BASF/ Siemens Energy ● December 2009- December 2011

Migration and update project of existing laptops and desktops at BSAF Chemical

Upgrade and installation project from Dell GPSII pc and laptops GPSIII, including data transfer and application customization Provided process automation utilizing PowerShell, bash, and Windows command-line

Configure Cisco 3600 router cisco switches to perform data migration

Worked with Brooksource after the migration as Information Support level III Responsibilities included reviewing and resolving issues break fixes for dell laptop and desktop pcs

Repaired Lotus notes issue setup user profiles, setup pc to connect to file server for Poly Labs, document new process.

Support end users through Ticking system / Siemens energy repair break fixes for HP, Dell laptop and desktop transfer file for migration. Import inventory list of all equipment using excel spread sheet.

Support ticket management and prioritization

Experience with Linux operating systems for desktop engineers, Terminate CAT5 and CAT6 experience with phone punching down internal phone lines. And replace crossover and straight through cable in the data center, replace failed disk in SBS Server 2008 on a Dell T300

Junior Network Admin ● Courtney Oaks Management ● December 2008 – November 2009

Migration from Server 2003 to Server 2007 Plan, coordinate, and implement network security measures to protect data, software, and hardware

Provide various hardware and support to internal customers as needed

External customer upgrade, network system from Novell to Cisco server 2300

Setup remote support management, install new drivers and hard drives to windows 7 pcs

Work with business management to establish strategies and priorities for IT Operations

Perform data backups and disaster recovery operations. Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary. Diagnosis & resolution of hardware, software, and network problems with Dell PowerEdge server products, and other Dell systems used as enterprise network servers or multi-user hosts

Technical Support ● Sprint ● December 2007 – November 2008

Responsibilities include supporting customers for relevant information related to devices and service. Through ticketing system and from email and phone calls.

Client support and diagnostic procedures, root cause analysis of their problem with a Sprint/Nextel product.

Provide customer calls for technical assistance with programming sprint/Nextel products.

Log and track customer calls in a computer database and research ways to improve customer service, document and recommend new methods or modifications to the customer support processes.

Program Support ● Virginia School System, ABACUS Staffing ● May 2006– September 2007

Organize time schedule, monitor risk, Identify constraints associated with projects. Work with project team to reimage and setup 10,000 laptops and 5, 000 desktop computers for school system, experience with Majic, DELL Certification, SMS, and Lenovo

Configure computers as Domain members, install new application software

Configure ISP networks/database/BOSI, local computer policy, update systems

Create new user in active directory, Administer security polices to secure domain controllers, servers, client computers.

Install new software for implementing SOL test for the department of Education.

Test Quality assurance for applications Planning and implementing.

Technical Support Representative ● Liberty Tax ● March 2004 – March 2006

Support, installation, configuration and troubleshooting of desktops, peripherals, workgroup/network printers, broadband and dial-up ISP connections, company applications

Analyzed calls, routed to proper support group, and documented all incidents thoroughly and accurately, Migration Software and data from old equipment to new equipment

Ticket tracking for high-impact issues, prioritization of tasks and escalation of incidents as required

Internal and external user support

Proactively searched ways to improve processes, operations and the customer experience

Special projects as assigned

Technician ● Mas-Tech, Direct TV ● March 2003 – September 2004

Successfully set-up telecommunication, troubleshoot satellite systems, install telephone wiring and RG6 cabling connectors, switches, & download programming Organize work schedule,Installing RG4 cable outlet for new customer and existing customer.

Orders, activate systems, and rewire old systems for new applications. Inventory list of all equipment

EDUCATION, CERTIFICATIONS, AND AWARDS

ITT Technical Institute ● Norfolk, VA ● September 2010 Bachelor of Science, Technical Project Management, September 2008 Associate Computer Networking, ● A+ Certification ● Cisco Certification ●Certificate of Completion SQL Server2014 configuration Dec 2016 ● Server Virtualization Server Hyper V System Center Dec 2016 ● Networking and Security Nov 2016

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