DUANE PATTILLO 910-***-****

*** ********* *****, *******, ** 28376 ad0rtc@r.postjobfree.com

SUMMARY:

• Sr. Network administration and support responsibilities, drawing on systems analysis, problem- solving, organization, and communication strengths.

• His goal is to ensure high-quality service levels through enhanced process efficiency and team effort.

• Strong analytical and problem-solving skills.

• High-energy, enthusiastic, and dependable individual who excels in challenging and competitive environments.

• Recognized for powerful communication skills, handling high-pressure situations professionally and effectively, and using strong computer skills in daily activities.

• Highly skilled professional with more than ten years of increasing responsibilities in the IT industry.

• Demonstrated ability to analyze business issues. ACCOMPLISHMENTS:

• Successfully re-configured Family Alternatives, Inc.’s wide area network to enable the company to qualify for CARF accreditation.

• Researched, configured, installed, and maintained the CRS Congressional Deployment Notification System.

• Lead technician during the planning and implementation of the CRS nationwide WAN.

• Obtained college degree and completed Windows NT MCSE courses while working full-time.

• Established a paperless document-sharing system on a TCP/IP network, saving CRS over $5K on the cost of faxing.

• Unisys Achievement Award for Excellence, November 2001. EDUCATION AND TRAINING:

• Associate in arts, Computer Information Systems, Strayer University, Washington, DC

• Certificate, Ethernet Network Analysis & Troubleshooting December 200, Sniffer Technologies, Washington, DC – Utilizing Network Analyzer

• Certificate, Internetworking Routers & Switches September 2003, Global Knowledge, Cary, NC – Cisco

• Certificate, Networking Fundamentals September 2003, Global Knowledge, Cary, NC – TCP/IP

• Certificates, MS Windows MCSE Track October 1998, Knowlogy Corporation, Washington, DC – Server; Workstation Administration; IIS; Exchange; SMS CERTIFICATION:

• A+ CE March 2013 – March 2016 CompTIA - FQRVVCY10HF4QY9Z

• HP Commercial Desktops, Workstations, Notebooks Service Qualification December 2013 Hewlett Packard – PL72226102

PROFESSIONAL EXPERIENCE:

Citrix Systems Inc., Raleigh, NC 06/21 to 04/23

Technical Support Engineer

• Answering incoming customer support requests in a fast-paced environment via phone, email, or chat. Assisting customers who request support ranging from product questions to troubleshooting.

• Supporting ongoing management and retention activities, including research to resolve the root cause of the issue or problem and identifying the best approach for retaining business based on the client’s situation.

• Working on topics that range from answering product questions to providing essential to moderately complex technical support when the customer is having trouble using a product and calls through the Technical Support lines.

• Providing instruction on using and applying products and keeping current with product knowledge regarding features and functionality. Recording details of interactions into the Support Ticket Management System.

• Participating in customer-centric projects, as well as internal process improvements. NC Department of Health and Human Services, Raleigh, NC 03/18 to 06/21 Technology Support Analyst

• Accountable for supporting the following systems: Windows systems that make up the technical infrastructure; Linux, Windows, and application systems that support Active Directory (EADS); File and Print; Asset Management; EndPoint management, which includes provisioning, operations, and support, maintenance and research and development to ensure continual innovation.

• Utilizing PowerShell to automate Win10 user profiles.

• Fielding incoming help requests from end users via telephone and work orders courteously. Using LanDesk to document all pertinent end-user identification information and the nature of the problem or issue. Building rapport and eliciting problem details from help desk customers.

• Prioritizing and scheduling work appropriately.

• Escalating issues when required. Recording, tracking, and documenting the help desk request problem-solving process, including all successful and unsuccessful decisions and actions taken, through to the final resolution and applying diagnostic utilities to aid in troubleshooting.

• Accessing software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to assist in problem resolution. Identifying and learning appropriate software and hardware used and supported by the organization.

• Performing hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, configuring systems and applications, and utilizing Bomgar to support on- site and remote users. Testing fixes to ensure the problem has been adequately resolved. Performing post-resolution follow-ups to help requests.

• Developing help sheets and knowledge base articles for end-users.

• Performing related duties consistent with the scope and intent of the position. Cumberland County Department of Public Health, Fayetteville, NC 09/14 to 03/18 Computer Systems Administrator I

• Providing direct desktop support for Health Department users (Win10/Win7 desktops, laptops, thin clients; Server 2003/2008).

• Responsible for installing and maintaining workstations and peripherals; creating and maintaining user accounts and new employee orientation/training.

• Managing Citrix thin clients and peripherals via IGEL. Imaging Windows 10 workstations via MDT server.

• Serving as a liaison between the Health Department, outside agencies, and vendors. State LHD Administrator: Maintaining local users’ accounts on state systems (NCID, NCIR, BETS, HIS).

• Maintaining inventory of all hardware and software.

• Creating and updating user access cards to the facility key card access control system.

• Creating and maintaining IT procedural manuals of duty-related activities and assisting other departments with documenting IT-related procedures. CompuCom Systems, Inc., Whiteville, NC 04/13 to 09/14 Field Services Analyst

• Providing Windows workstation (XP/Win7) and server (2008/2003) technical and administrative support at BB&T. Responsible for fielding break/fix calls via email and telephone and documenting all work with ServiceNow.

• Responding to trouble incidents promptly to meet required SLAs.

• Diagnosing, coordinating, and performing repairs on Lexmark laser printers.

• Maintaining IT inventory depot, generating periodic reports for management, and building and maintaining working rapport with clients and colleagues. Apex Systems, Whiteville, NC 08/12 to 04/13

Field Technician

• Sub-contractor for BB&T/CompuCom, providing Windows workstation (XP/Win7) and server

(2008/2003) technical and administrative support.

• Responsible for fielding break/fix calls via e-mail, telephone, and remote connection.

• Documenting all work with ServiceNow.

• Responding to trouble incidents promptly to meet required SLAs.

• Diagnosing, coordinating, and performing repairs on Lexmark laser printers.

• Maintaining IT inventory depot, generating periodic reports for management, and building and maintaining working rapport with clients and colleagues. Educate Online, Baltimore, MD 09/11 to 07/12

Technical Call Center Representative

• Part-time/Flex position providing technical and marketing support in a virtual help desk environment. Fielding support requests via Avaya IP phone from parents and students.

• Troubleshooting and resolving issues with workstations consisting of Windows 7 OS, wireless Internet connection, VPN software, and proprietary tutoring software.

• Fielding and initiating sales and marketing calls. Escalating calls to appropriate team members when necessary.

• Utilizing Foot Prints ticketing system to reflect all call details accurately. Systems Analyst 10/08 to 05/11

Family Alternatives, Inc., Lumberton, NC

• Independent contract to implement, maintain, and support a wide area network. Configured MS Server 2003 for WebMail, printer sharing, and file sharing.

• Administered Active Directory and local server backups.

• Migrated company email to MS Exchange 2003/Outlook WebMail.

• Purchased, imaged, and deployed desktops, laptops, and terminal workstations.

• Utilized Kaseya software to monitor systems and provide remote help desk support within the virtual network.

• Acted as liaison between IT vendors and management. Actively pursued and acquired necessary HIPPA training.

Advanced Technology Partners, Inc., Atlanta, GA 08/07 to 08/08 Migration Technician

• Migrated Win 7 workstations from the Sun Com network to the T-Mobile domain.

• Replaced out-of-warranty workstations. Migrated user data and personal mail with Symantec Ghost. Upgraded and installed critical applications.

• Re-imaged workstations as needed.

• Tested connectivity, application, printing, and user privileges and recorded and reported anomalies to T-Mobile ITAs.

SAIC, Wilmington, NC 10/06 to 05/08

Network Systems Administrator

• Provided level-1 and -2 support on the interim US Army Corp of Engineers contract.

• Administered user domain accounts and passwords in Active Directory and U-Pass.

• Monitored systems with SMS and resolved hardware, software, and network issues.

• Utilized Veritas Backup Exec for file and server backups.

• Configured, imaged, and deployed Dell workstations.

• Created a single Symantec Ghost image for various PC models. Help Desk leader for the first quarter of 2007.

Whiteville City Schools, Whiteville, NC 02/06 to 10/06 Math Tutor/Technology Assistant

• Implemented a computer learning center comprised of Dell PC workstations and Compass Odyssey software.

• Provided instruction to six classes per day.

• Provided technical and audio-visual support to management and staff members. Campbell Soup Company, Maxton, NC 09/02 to 04/05

Associate Network Administrator

• Monitored and maintained a local area network consisting of MS Windows 2003/2000/NT 4.0 servers, XP/2000/NT 4.0 workstations, Cisco routers/hubs, and AS/400 terminals and printers. Monitored and troubleshot WAN connectivity.

• Utilized Track-It! 6.0 to provide help desk support and light training.

• Utilized HP Insight and Cisco Secure to monitor routers and servers.

• Utilized MS Project to communicate progress on assigned tasks.

• Utilized MS Visio to document and communicate LAN configuration during migration from token ring to ethernet.

Unisys Corporation, McLean, VA 03/97 to 06/02

Systems Analyst

• Worked on the Department of Justice ASSIST II contract.

• Provided second-level network support for CRSNet WAN.

• Maintained and controlled user profiles and login scripts.

• Monitored network performance. Scheduled daily backup and monitored tape rotation.

• Provided installation, configuration, preventive maintenance, and support for servers and workstations.

• Implemented and provided support for the Community Relations Service Congressional Deployment

• Notification database.

• Initiated oral and written communications with users and service providers to resolve problems and maintain the normal flow of work.

CDI Corporation, Washington, DC 03/96 to 03/97

Computer Specialist

• Sub-contracted on the Unisys/DOJ Assist II contract at the Federal Bureau of Prisons.

• Provided second-level support while the Bureau migrated from a DOS-based platform to Windows 95 and Novell.

• Installed, configured, and provided support for workstations consisting of Dell Pentium PCs; Olicom network cards; Windows 95/3.1; DOS 6.2; Group Wise; Word Perfect 7/5.1; NCIC; FMIS; and Lotus 1-2-3. Maintained accurate trouble call logs.

American Veterinary Medical Association, Washington, DC 01/91 to 03/96 PC Coordinator

• Identified, evaluated, and developed plans for division computer needs, reporting findings and making recommendations to the Director.

• Provided management and staff training, documentation, and computer support services. Administered and coordinated computer operations with AVMA headquarters.

• Performed preventive maintenance and system backups on the Novell server.

• Maintained the Governmental Relations Division section of the AVMA website via CompuServe.

• Utilized CQ Washington Alerts to track and update federal and state legislative issues about veterinary medicine.

• Produced reports, slide shows, and the monthly newsletter with R: Base, Page Maker, and CorelDraw. MILITARY HISTORY:

US Army Signal Corps

• Active Duty: June 1981 – January 1985, Honorable Discharge

• Certification: Automatic Data Telecommunications Equipment Operator, November 1981

• MOS: Data Telecommunications Switching Center Specialist (72G)

• Rank: SP4

• Security Clearance: DOD-2006; DOJ-2002; DOD-1981

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