Christopher J. Hartman

****Arble Dr Jacksonville Fl 32211 - 904-***-**** - acz47m@r.postjobfree.com

Objective

Highly motivated IT Specialist, with a unique blend of managerial and hands on experience acquired over a 21 year career in the U.S. Navy. Highly knowledgeable in numerous aspects of Information Technology to include Customer Relations, Help Desk Management, Team Building, Back up Management, Incident Management, Vendor Relations, Managed Services and Training.

Technical Skills

●Incident Management

●Information Systems Security Management

●Service Desk Management

●Vendor Management

●Customer Service

●Network Systems Management

●Managed Services

●Level 1, 2, 3, Desktop Support

●Customer Training

●Active Directory Services, Altiris 7.5, WSUS

●Help Desk Systems Remedy, Connect Wise, Heat, ICE, TCIS

●Military Communications Systems

●Military Crypto Systems

●Microsoft Office 2000, 2003, 2007, 2010, 2013

●Windows Server NT4, 2000, 2003, 2008

●Windows 10, 7, Vista, XP

●Quality Assurance

●Symantec Norton Ghost

●Inventory Management

●Networking Services: DNS, WINS, DHCP, TCP/IP

● Symantec Backup, Datto,Storage Craft, Buffalo, Blackberry Enterprise Server, Dameware, VM Ware

Professional Experience

Advantage Resourcing, HP contractor Onsite Administrator 3 at CSX Feb 2017 – Current

Replace consumables on HP Network printers, Ensuring Device location had adequate levels are meet.

Provide end user training and support either onsite or remotely.

Performs maintenance and repairs on all HP devices. Acts as first line support between for all customers.

Manages utilization of On-Site spare device inventory.

Creates site delivery spread sheets for 100 sites scheduled for replacement of Lexmark printers.

Uses HP Web Jetadmin to run secure sanitizing erase operations on fleet devices as requested.

Randstad Technologies, Baptist Health, Desktop Engineer May 2014 - April 2016

Upgraded 1200 desktops from Windows XP SP2 to Windows XP SP3 for physician technology services department.

Trained Level 2 Service Technicians on software deployment and troubleshooting techniques in Altiris.

Provided technical support and guidance assisting project management teams in software testing and deployment.

Added groups and organizational views for deployment of software and patches to support enterprise migration of windows 7 desktops and laptops.

Trained IMAC teams on imaging and deployment of newly acquired hardware and in place upgrades for existing hardware to support Windows 7 deployment requirements.

HP Contractor at Bank of America, Escalation Coordinator/Customer Engineer July 2012 – May 2014

Monitors daily escalation incident queue in SharePoint and GCSS system. Coordinates with field technicians and business partners ensuring time sensitive repairs are completed within SLA.

Prepares daily, weekly, and monthly reports for upper management regarding overdue repairs, equipment outages, equipment orders and scheduled installations for all Bank of America sites.

Conducts Level 2 and 3 onsite repairs on HP and Dell workstation and laptops for remote and onsite business partners. Reporting repairs and equipment replacements in ICE ticketing system.

Installs and configures new workstations with Windows XP or Windows 7 using bank approved software.

Installs new software updates to workstation using SM Tools and WSUS verifying proper installation and operation prior to deployment.

Tests and troubleshoots network issues using approved software. Escalates issues to upper level support for extended outages.

Encrypts and decrypts hard disk drives for user data retrieval.

Wipes or Destroys hard disks drives using bank approved software and procedures.

Conducts user training on new software applications being deployed.

Alcyon Engineering, Kingsland, GA – Help Desk Technician (Contract), April 2012 – June 2012

Performed hands on fixes at the desktop level, troubleshooting Windows XP operating systems to include installing and upgrading software, installing hardware, implementing file backups, and configuring systems and military applications.

Created and tested clone images using Symantec Ghost to prepare for Windows 7 deployment.

Reimaged Dell laptops and desktops with Windows XP Professional using Symantec Ghost.

Installed anti-virus software and ensure virus definitions are up-to-date; Test fixes to ensure problem has been adequately resolved.

Conducted Information Assurance training for newly arrived military personnel. Training consisted of printing and share drive mapping, and Microsoft Office 2007 products.

Inventoried, prepared, and documented the removal of 500 hardware assets to be disposed of using approved government policies and procedures.

Provide level 1 and 2 phone support, documenting trouble calls in Heat helpdesk system. Closing 10 to 15 trouble tickets daily.

Updated and maintained IT monthly newsletter for users consisting of how to use programs articles. The latest security updates and need to know information.

Conducted maintenance on network printers, consisting of replacing print cartridges, image drums and fuser units.

Application Consulting Training Solutions, Jacksonville FL

Help Desk Administrator – Technical Dispatcher May 2009 – October 2011

Monitored work queue and assigned support tickets for 9 remote and 8 onsite technicians. Created 120 trouble tickets daily using Connect Wise ticketing system, insuring proper closure, documentation, and billing was completed according to SLA’s.

Ran scheduled monthly SQL queries to produce customer billing summaries and open project tickets.

Provided Level 1, 2, and 3 support requests for 150 clients consisting of 2000 end users, consisting of user account creation and deletion, user share permissions, anti-virus installation and upgrades, GPO, and server updates. Completing 15 to 20 tickets daily.

Repaired and upgraded Windows XP Professional and Windows 7 applications and hardware issues remotely using Dameware, RDP, and Logmein Software.

Installed and configured Dell Power Edge Servers with Windows Server 2008R2 for installation at various client sites.

Remotely monitored daily scheduled backup jobs for completion, rescheduled and repaired backups when required.

Restored deleted files, folders, mailboxes from backup drives, virtual servers, and datto storage and buffalo storage devices.

Coordinated and managed site server installations, upgrades, T1 upgrades, and tested disaster recovery procedures.

Consulted with outside vendors scheduling warranty repair work on servers, workstations and laptops.

Managed inventory to include hardware and software assets for clients. Consisting of license renewal, warranty expiration on servers and firewalls and advised on the purchasing of additional hardware.

Updated and installed sonic wall, and watch guard firewalls.

Conducted server updates on Windows 2008, and Windows 2003 servers.

AT&T March 2008 – December 2008

DSL Field Technician (Independent Contractor), Jacksonville FL

Responsible for troubleshooting and repairing DSL connectivity issues for residential and business customers.

Provided daily face to face customer support in reference to new dsl installation, configured wireless services and assisted customer s computer issues.

Maintained a 97% customer satisfaction rating on maintenance and work performed.

Managed inventory of DSL routers, Cat5 cabling, and necessary tools and parts required for repair and installation tasks.

Received billing award for April 2008.

Maintech/Lockheed Martin August 2007 – January 2008

Customer Engineer/Desktop Support, Kingsland, GA (Contractor)

Designed and tested network drops and switches for network connectivity problems. Performed QA testing on newly installed switches, and network drops prior to new building cutover.

Installed and configured proprietary software on 300 workstations. Documented repairs in Remedy help desk ticketing system.

Imaged 300 Window XP Professional workstations using altiris imaging software for deployment to 3 new buildings.

Provided Level 2 support for end users using managed desktop infrastructure

Used remedy ticketing system to log reoccurring outages and solutions

Migrated IBM workstations and laptops from Windows NT environment to a Windows XP environment

Served as the In-house Administrator and monitored daily back up of up company data

Implemented & maintained computer hardware and software assets

Conducted customer in house training on various software applications

Provided face to face, phone support and remote desktop support 500 users in an enterprise environment trouble shooting proprietary software, and Office 2003 and 2007 compatibility sues.

United States Navy June 1986 – September 2006

Information Systems Technician

Departmental Manager. Successfully directed, coordinated, scheduled, and assigned 35 departmental administrators providing technical and administrative support for 1000+ customers. Consistently completed tasks towards mission objectives ahead of schedule. An effective office manager who strives to enhance any working environment to make it more organized and efficient. Provided coaching and guidance to peers, junior team members, customers and external consultants.

Information Systems Security Manager. Planned, coordinated, and implemented security measures for information systems to regulate access to computer data files and prevent unauthorized modification, destruction, or disclosure of information. Coordinated the execution of information security training for a multi-national task force enhancing network security.

Help Desk Manager: Implemented and administered a help desk system that provided support to 1000 customers. Innovative ideas decreased time for trouble calls by 50% and reduced manpower requirements by 25% saving 50 man hours monthly.

Inventory Manager: Developed an automated decentralized inventory management system resulting in the tracking and procurement of hardware and software assets.

Leading Technician. Designed, implemented, and administered Local Area Networks (LANs). Performed preventive and corrective maintenance on digital computer equipment. Inspected, tested, aligned, analyzed and repaired micro/mini/mainframe computers and associated peripherals.

Training Instructor. Taught classes ranging from one to seven days in duration. Classes consisted of up to 20 students per class, including lab instruction. Developed and implemented curriculum and test questions. Training ranged from advanced communications, Team Development, Career building, Drug and Alcohol prevention, Equal Opportunity, and Career Advancement.

Education

ITT TECHNICAL INSTITUTE, JACKSONVILLE FL

●Associates of Science in Network Systems Administration, Graduation Date July 2013

National Technical Honor Society GPA 3.93

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