Disaster Recovery Technical Support

Christopher J. Smith

**** ******** *** ***** *****, GA30005

Phone: 404-***-****

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

Summary of qualifications

** **** ***** ** **, working as Microsoft Exchange Admin for 4.5 years /Security Admin, 3 years Filenet Adminstor for 2 plus years,10+year’s experience using Phone Support/ Desktop Support, Mobile Support,Avaya Engineer/ Telecommunication 3 year Black Berry UEM/ 3 years Disaster Recovery, working with Active Directory Azure AD giving access removing access adding new users migrating users to different servers troubleshooting and repairing computers moving user to different OU, setting up registers / printers computers. Have worked on a 7 X 24 basis, providing 2nd-level technical support on PC / POS hardware /servers /exchange Skype/ BlackBerry UEM related issues, also providing excellent call management and dispatch services using Clarify/Siebel7/Service Now SCCM,

Knowledgeable of data network protocols and topologies knowledgeable in Technical writing, skilled used per clients, and users via the internet when functional specification and business requirements demand it.

Efficient in Microsoft Office, Internet Explorer,Google Chrome, Mozilla Firefox, email,Iphones,Android, Notes, Siebel7, Symantec Ghostcast, Practice Works, Clarify, DSL, Altiris,MDM, and Trouble Ticket such as Remedy and Service Now.

Responds strongly and positively to challenging work and deadlines and is able to work in fast paced, dynamic and team oriented environment.

Education:

DeKalb Technical Institute, Course of Study: Networking & Micro Computer Specialist, Certificates for "Computer Networking" & "Repair Specialist"

Redan High School, Diploma – 1997

HDI Support Center Analyst Certified - 2012

Technical Training:

HDI Support Center Analyst Certified / ITIL

Solid knowledge of Microsoft Word, Excel, Access, PowerPoint, MS Works, Local Area Networking 1 & 2, Operating Systems Concepts, Computer Concepts, Program Design and Development, Micro Computer Installation and Maintenance, Windows programming using Visual Basics 4.X, Introduction to MS Dos, Advanced Computer Repair, Networking Concepts, Microcomputer Database Programming, Help Desk Troubleshooting

Software:

Active Directory, Altiris, Azure, Azure Active Directory, Entra,Win95, Win 98, Microsoft NT 4.X Server, Win 2k Pro,XP, Windows7, Win10 2008RS 201*-****-**** Mac OS X Novell NetWare 4.X Microsoft Office 97- 21 Including Access, Excel, Microsoft Visual Basic 4.X PowerPoint, Word, Works, Outlook 2003-10 Lotus Notes, Siebel7, Practice Works, Clarify, PayPlus, Fed Plus Wirehouse, Wirestar, SQL, Thompson, and Remedy/UET, Websense, Symantec Ghostcast, Black Berry Manager PBX, AVAYA,Vantive, SCCM, Onyx and Mobile device management, Active Directory, Airwatch, CMS, VPN, Altiris, and.Service Now, Varonis

Hardware:

Gateway, Hewlett Packard, Dell, Compaq, Hewlett Packard printers, Xerox Printers Lexmark Printers, IBM Printers, IBM Registers, NCR Registers, NCR Printers ScoLans Raps. Experience with Computer Repair /Point of Sale Systems Repair and Disaster Recovery Active Directory, Black Berry, Druid, iPhone, and Cisco Servers

Professional Experience:

4/23 – Present

Cox Enterprise

Atlanta GA 30328

Job Title & Duties: System Administrator Level 2

Windows/Microsoft/Azure environment

Responsibilities of administering, managing, monitoring and tuning servers for optimal performance

Manage Group, Application, User access/ Roles via Active Directory and Azure

System Administration with Windows Server 2008 -2019 servers

Provision user accounts and group permissions via Active Directory also in the Azure portal

Provide level 2-3 IT support to the end users

Working in Azure Portal Entra, ADAudit/AD

Working in Environment managing tickets with Service Now and UET

Creating ECR’s MOPs, Documents

Assisting in Server builds and Server rebuilds

Software deployments through SCCM for updating software on servers

Removing outdated software on servers and

Creating and modifying GPO’s Group Policy

Monitoring Sever, using Server Tools SCOM logging into the SCOM server to check server heath checking application, system events logs

Using AD Audit, Elastic, to check when server changes were made or by whom and also checking server health with SecureLens tool

Power Shell Scripting modifying scripts to make server changes or users changes

Working with DNS server creating and editing Host and Alias verifying

4/20 – 12/22

Truist

Atlanta GA 30303

Job Title & Duties: Exchange Administrator

Exchange Administrator

Manage Enterprise mail and Messaging

Security Administrator when monitoring health of Sky server and Exchange servers space related issues cpu utilization and ram

Provision User Mailboxes via Service Now request or bulk email request

Provide level 2-3 IT support to the end users via Service now within Exchange environment incidents or request

Working in Azure /AD and Microsoft Exchange Center ECP to make manual changes in Exchange

Creating Mailboxes, Shared Mailboxes Distribution List/ Calendar/Conference Rooms for Outlook

Creating and modifying AD Groups

Ticketing system - Service Now

Skype Business Admin supporting users add and removal /.Pchat/ creating chat rooms

Process Batch request daily that automation failed included Skype user access adds or removals BlackBerry UEM adds and removals /Onpoint adds or removals / also changes to Primary Email within Exchange

Power Shell Scripting when making changes to AD groups or DL or Shared Mailboxes or removing teammates using powershell for anything over 5-10 processes in quantity

Worked with Windows Server 2008RS,2013,2016 and 2019

8/15 – 4/20

Wipro

Atlanta GA 30305

Job Title & Duties: Exchange Administrator /Service Desk/Admin Level 2

System Administrator in AD monitoring user accounts

Microsoft Exchange Administrator /O365 updating license

Creating Mailboxes, Shared Mailboxes Distribution List/ Calendar/Conference Rooms for Outlook

Software deployments through SCCM using the Microsoft Exchange Admin tool / AD

Supports Microsoft Office, Windows, Printing, VPN

Works with remedy 8

5/14 – 6/15

Coca-Cola CBS

Atlanta GA 30308

Job Title & Duties: Technical Support/Admin Level 2

Support internal (Coke employees) and external (mostly bottlers) customers

Administrator and one of the approvers for access to Matrix, Coke Channel, Dash, and Club Coke and troubleshoot access issues as well

Worked with Excel, Active Directory to make access changes

Using Service Now to process tickets

11/11 – 5/14

Rollins

2170 Piedmont Rd, Atlanta GA 30324

Job Title & Duties: QA Analyst/Avaya Engineer / Support Center Analyst /QA Analyst

Testing application on handhelds Symbol and Multiple devices, Intermec CN50 MC70,Tablets IPads, IPhones, and Samsung/Tempo Video Boxes

MDM of PDA’s Ipads and Powertrack units using Airwatch, Android, Apple Phones and BES

Administrator on an Avaya S8800 PBX with G450s and G650s, CMS3.1,Modular Messaging voicemail utilizing ASA

Add, delete, change and troubleshooting of Vectors, extensions, MOH.

Troubleshoot call routing issues related to PBX (VDN, VECTOR, coverage path) as well as carrier related issues.

Responsible for 60% phone support providing second-level technical support

Worked with Group Policies and with SCCM and VPN issues

11/10 – 11/11

Turner

AtlantaGA30303

Job Title & Duties: Desktop Support/ Mobile Support

Deployed software packages through Altiris

Image PC/Laptop deployment HP 8000, 7800 Dells 620s,

Installing ram, video cards, imaging z200 workstations, Avaya Softphone IP phone

Configure Blackberry, iPhones iPads, Druid Support, Set them up Activation data transfer

System updates, Scarlet, CMA PolyCon, SnagIt, Visio Projects, Printers / OS XP/ WIN / MAC X

Used Websense Web Security and controlled access to various websites by limiting access

Worked with Group Policies and with SCCM to lock down desktops and laptops for user access

Disaster recovery

Install software via SCCM, update computer configuration, replace hardware as needed

04/10 – 10/10

Cox Enterprise

AtlantaGA30328

Job Title & Duties: Desktop Support

Assume primary responsibility for client's Workstation

Disaster recovery

Provide hands-on and remote controlled Workstation support services

Hardware and Software procurement and disposal, Blackberry Support of 800 people software updates, Installing Memory, Hard drive, Network card, Monitor/Video card, encryption of laptops, Ipad and IPhone setups and Mac tower moves and installs

Imaged PCs and Laptops with Ghost Cast, installed MS office, SnagIt, Visio, Access, MS Projects Toad Golden Etc OS XP Windows7

Worked Obsolescence deploying 130 PC/LAPTOP

Worked with Group Policies on Laptops and Desktops

10/09–04/10

JPMorgan Chase

Tampa FL33634

Job Title & Duties: Level 2 Technical Support

Responsible for 100% phone support on a 7 X 24 basis providing second-level technical support Responsible providing call management and dispatch services using Calltracker and Peregrine

Assisting users with Lotus notes Database setup VPN set up Wireless card, Printer and light Closr and Loan Builder

Accomplishments:

60- 90 Calls a day with excellent customer service

90% percent and higher on productivity call times

10/08–04/09

Home Depot

AtlantaGA30339

Job Title & Duties: Configuration Manager/Desktop Support/QA Analysis

Assist with building Windows-based operating systems (2000/XP) and device configuration.

Perform written and verbal turnover of open issues daily by updating change request or open tickets with Remedy in accordance with department procedures.

Ensure hardware inventory is updated and accurate by giving detailed descriptions of needed deliverables.

Deliver test ready non-production store environments PCs/ POS devices, HP Dell PCs Self Check Out (Sco Lanes) Ameri Gas and IBM and NCR Registers complete with various clients by requested date.

Responsible for providing onsite support for devices including troubleshooting to include power cycles/reboots,cable testing/replacement, and printer installations.

Responsible for setting up theVlan.

Installing the cabling on the Vlan networking the ports on the registers and wall.

Responsible for 10 labs, also responsible for deployment of more than 150 pc HP, Dell and over 20 printers IBM and NCR

Worked with Group Policies on Pos Devices

7/08– 10/08

AT&T/ Enterprise Car Rental/ (Contract)

AtlantaGA30338

Job Title & Duties: Desktop Support

Responsible for the installationof Cisco servers for Enterprise Car Rental.

Responsible for deployment of 300 pc’s and over 100 Xerox printers, and Avaya VOIP phones.

Configures, assembles and installs microcomputers and workstations by maintaining hardware, software, and networks for computing platforms for over 300 users at various AT&T locations in the Atlanta metro area

3/06– 6/08

Coca-Cola Enterprise

AtlantaGA30339

Job Title & Duties: FileNet Admin/ Security Administrator

Responsibilities included 1st and 2nd level support for some 3000+ users nationwide, managing ticket queues, FileNet IDM desktop, support FileNet infrastructure by monitoring the traffic service making sure that it is up and running and making sure all of the components are running.

Created FileNet architectures by adding various divisions to a single business unit.

Daily monitoring of imported files on various FileNet Servers, Knowledgeable of firewall and networking, FileNet Captureand MS Access databases in a FileNet environment.

Provide corporate security support to internal users and to external client requests, print queues, password expiration, administrating user rights, giving access, allowing users to view and scan accounts payable and accounts receivable documents, configuring user software resetting passwords, adding users to different FileNet server groups maintaining servers, Panagon Report Manager Application, journal voucher and W2 tax access also supporting FileNet applications installing and removing applications.

Training users by Q&A interpreting operating instructions; providing references.

Worked with in virtual hosting environment, Ice Cold Web/Plus

Contribute to team efforts by accomplishing related results as needed corrective instructions; consulting with coworkers and vendors. Applying security patches as needed upgrades from 3.5, 4xs and P8

Addition job history upon request

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