Trey Wright

Summary:

Migrating\Updating Software/Hardware from HP Servers to NEC Servers

Perform Level 3 support for configuration, imaging, and troubleshooting of all Microsoft Windows 7 and XP Pro, VMware - VDI, Linux Operating Systems on Dell laptops and desktops

Perform hands-on fixes at the desktop level, including installing and upgrading software (imaging), installing hardware, implementing file backups, and configuring systems and applications.

Maintained the Asset Management Database of over 20,000 PC users, - Tivoli Provisioning Management Express software database.

Password Resets, Printer and account setups, management and troubleshooting of HP and NEC Servers, Printers, Routers, Access Points, DHCP troubleshooting, Barcode scanners and tablets troubleshooting, Assisting Techs in field with installment of all new hardware as needed.

Installation (imaging) and configuration of Windows 7 and VMware Office 365/ 2016

Installation (imaging) of a variety of software applications through images, SCCM

Linux, Citrix, VMware environments

Active Directory – User account creation; Exchange Office 365 account creation and terminations; Rights management.

Responsible for all hardware installations, reinstallations, maintenance, and repairs for HP laptops, desktops, servers, and printers

Periodically takes physical inventories of hardware and software, and as necessary prepares purchase orders or related forms for ordering hardware and software.

Logged all task, user request/issues, and team request in SharePoint, Remedy, and Service Now

Installs hardware including circuit boards, ROM bios chips, and memory expansion chips

Responsible for Citrix MetaFrame and VMWare users on Windows 2012 Terminal Servers

The network consisted of Compaq and Cisco servers, workstations, hubs, switches, and routers

Responsible for all Microsoft 08 and 2012 Server hosted internally (Data Return) and externally (all corporate clients).

Documentation of general Microsoft NT and 2012 Server specialist / administrator duties; software configuration steps & systems knowledge base entries.

RXClaim, Synon duties at CVS that makes me familiar with the Developer role duties

The software installed and configured on the servers consisted of Raid 5, NT Server 2012, BackOffice, Inoculan and InocuLate IT, Sofos, (virus protection software)

Client machines consisted of NT Workstation - Windows 7 & 8 clients, Linux, Citrix MetaFrame and VMWare, Office 00, 2016/365 Outlook, and 3rd party software

Remedy and Service Now ticketing systems experience

Education:

Full Sail University

Associates Degree – Computer Animation

Certification – Media Communications

University of Phoenix –

Associates of Art I.T. Security

Certification: Comptia A+ 220-901 & 902

https://www.youracclaim.com/badges/fce9a4b5-c6db-4ca8-ac53-c6fc7d7bcb76

https://www.youracclaim.com/badges/c586424a-ac7c-4dc1-88df-8b53d5566c12

https://www.credly.com/badges/ea9c70dc-503a-4521-ae58-d9ecda8b5de6/public_url

https://www.credly.com/badges/b34c33fd-b35e-4a6c-ba35-ae6635aa7179/public_url

https://www.credly.com/badges/c13ff868-0eb1-4ead-b098-25b9588d491e

Hardware:

Microcomputers: IBM-Compatible, Macintosh Personal Computers, Servers Peripherals: Laser Printers, Tape Backup Drives, CD-ROM Drives, External Hard drives, Modems, Modem-analog, Data Transfer Switch Boxes, Scanners, Routers, Cisco, Nortel Networks, 3Com, DEC, IBM, HP

Operating Systems: Windows XP, 7, 8; Windows Server 2008, 12, Citrix MetaFrame and VMWare - VDI, Linux

Software:

Active Directory, MS IIS Server 7, MS Office 365-2016; MS Exchange Server 2007/Outlook 2012-016, WSS 3.0, SMS, VLAN’s, Remedy, Altiris, Norton Desktop for Windows, Norton Antivirus, Dreamweaver CC, Photoshop CC, Compaq Insight Manager, PC Anywhere, ArcServe, FTP, TCP / IP, Ethernet, Ghost, Image Writers, Inoculan & Inoculate IT, System Center 2012, Dameware, Bomgar Remote

Professional Experience:

ComputaCenter @ Rolls Royce Aerospace 9/21 - 7/23

Customer Engineer

•Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.

•Perform a range of technical work activities either remotely or onsite to meet business and customer requirements.

•Coordinate small teams delivering basic work packages in line with company process to meet business and Customer requirements.

•Document and reports on work completed to ensure compliance with Company and Customer Procedures.

•Escalate issues in line with company processes to ensure customer demands are met and evaluate

•escalations and action appropriately to ensure customer demands are met.

•Provide customer service to internal and external customers to ensure consistent experience.

•Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.

•Windows10 refresh, SCCM duties; Remedy ticket duties supporting Users local and country wide; remote and in person support – Techbar or phone; train new techs as they hire in.

11/20 - 9/21 Working I.T. contracts for Field Nation and Work Market to current.

CASE NEW HOLLAND (CNHI) 9/20 - 11/20 contract

•Primary responsibilities include but are not limited to:

•- Providing installation and upgrading services of hardware and software

•- Diagnosing end user system failures and implementing repair solutions

•- Diagnosing printer and other peripheral device failures and implementing repair solutions

•- Troubleshooting network devices to ensure connectivity from the PC to the network

•- Setup and troubleshooting audio/video equipment such as projectors and video conference

•equipment.

•-RF Gun/printer support

Netfor 8/19 - 12/19 & 1/20 - 3/20 contract

Desktop and Server Build Team

•Build PC and Servers for Netfor’s client.

•Provided support and configurations when needed.

Delphi Technologies 7/19 – 8/19

Network Installation Team

•Cisco Router and Switch upgrades.

•Network cabling work - fiber and copper.

•Network is being upgraded to support fiber installations in both Delphi Technologies and Aptive buildings.

•Trace, and install new patch cords in Patch panels and switches.

•Install new patch panels and wire them

•Help cable fiber patch panels for floors and switches

•Console into and setup switches and routers

•Help with moves and troubleshooting issues

TheISTech 1/19 - 7/19

Part time Tech

•Supports multiple companies and locations to work tickets

• Networking and Security troubleshooting

•Speaker installation into the ceiling, running cat5 to the closet

• Ran 60” of fiber from the Demarc into a Warehouse to upgrade the line for the building

• Network and Entertainment equipment installations and support

• PC and Macbook problem resolution

• Firewall and Router upgrades/installations

•Refreshing Hotels entire systems and removal of old equipment

• Security camera hardware installations in restaurants

•Windows 10 and Office 365 Migration for Freedom Mortgage

Core1IT 8/18 – 12/18

Temp Server Config Tech

Asset Management of Servers, Router, Switches, and parts

Configuration of Dell PowerEdge Servers, Cisco Routers, Switches

Test Routers and Switches using Fiber Optic NIC cards and parts

Owner has a warehouse of equipment he sells on Ebay. Hired me to help out for short time.

Macbook refurbishing and reimaging

AIG Global Help Desk IT Analyst II 4/18- 8/18

Microsoft Active Directory password resets, enable/disable account, profile status

Phone Technical support remote

Service Now Ticketing system

Microsoft Office 365: Word, Excel, Exchange 2010

Remote Technical Support laptops, desktops, WYSE terminals; software/hardware/virtualization, Bumgar remote software, VIOP hardware and software

Electronically create, verify, review history of client issues, escalating, requests, and dispatch

Installs of various software applications

Mainframe password resets and troubleshooting, ARS Lan password resets, TPAM accounts, iManager

Support of Citrix XenApps and XenDesktops. Wyse terminals, and Citrix Receiver. Monitor and reset sessions through Citrix Session Management Tool, Rumba resets, Wyse Management Portal

Monitor, Clear, Reset passwords and Pins, troubleshoot RSA VPN tokens, Pulse, RSA Security Console, SAP password resets

Support of internal applications: Concur, ARS, Citrix, Dashboard Agent, AWD, AgileNet, Convey, AIG Contact, Web Station, GSD Agent Tool, Fieldglass, TSO, EPCG, SABOS, LISS, AIG, VUC Portal, Web Station, CCIV, Agent Index

User of SCCM to push out software to User’s internationally that have the licenses.

Support Avaya hard and soft phones

McAfee Endpoint

Apple AirWatch and Macbook problem resolution

Forward Air – Senior Desktop Support Technician 12/2017 – 3/18

Manage desktop and laptop imaging and deployments.

Maintain IT inventory and supplies.

Managing schedule and support tickets

Virtualization experience utilizing VMware and ESXi host

Creating Users and Terminating User in Active Directory and Exchange 2010/Office 365

VIOP phone support

Toyota HQ – AV Tech Support 8/2017 – 12/17

Responsible for an area within Toyota HQ for providing technical support for internal employees.

Hardware troubleshooting Audio Video Conferencing equipment or Microsoft Surface Hubs, and tablets.

Outlook 365/Exchange 2010 support.

User created the Skype meetings inside Outlook

CVS Omni Care – PC Tech 1/2017 – July/2017

PC Refresh/Upgrading 50 sites nationwide: desktop, router and switches

Backup, Image, Restore and perform post restore processes

Windows 7, Exchange 2010/Outlook 365

3rd Party software for all Pharmacy employees Example: Oasis, DX,DI

Setup Bitlocker Encryption for all Dell PC equipment

Support User for 72 hours after all restores are complete

Genpact/CVS – AS400 & Synon Developer for RXClaim problem tickets July/2016 – 12/2016

Analyze benefit requests and secure all necessary data to ensure appropriate implementation based on applied logic of RxCLAIM pharmacy claim adjudication system.

Work with other cross-functional departments to implement new and maintain existing benefit plans and client pricing in the pharmacy claim adjudication system.

Work with Clinical Pharmacy to implement formulary updates and clinical programs in the pharmacy claim adjudication system.

Work with Pharmacy Network Management to implement pharmacy rate changes and network additions in the pharmacy claim adjudication system.

Research and respond to all claims processing inquiries from Client Management, Clinical, and other internal departments.

Perform claim testing to ensure accurate claim adjudication.

Run queries out of the RxCLAIM adjudication system to secure all necessary information to implement plan requests.

Utilize macros in RxCLAIM to implement plan requests.

Golds Gym HQ - Support Analyst II – Short Contract Jan/2016 – March/2016

Create, manage and maintain all end user system builds including patch and malware protection through Sofos and SuperAntiSpyware AntiVirus.

Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.

Service Now ticketing system

Remote into User machines through Dameware, PC Anywhere.

Restore and backup internal data and systems which includes Windows OSs

Manage, maintain, modify and test business continuity processes and systems.

Support end user systems environments with a focus on customer service.

Administer and maintain tracking software, ticketing system Service Now.

Assist with VOIP and VMWare Horizon 6.01 systems management and administration.

Respond to internal or external threats to data system security.

Create Active Directory Accounts and Exchange 2010/Office 365 Account. Also did terms and full support

Locally supported Audio Video Conferencing.

Trinity Industries Aug 2014 – June 2015

Senior Desktop Engineer

Perform Level 3 support for configuration (imaging) and troubleshooting of all Microsoft Windows 7 and XP Pro, VMware Operating Systems on Dell laptops and desktops

Install and Support MS Outlook and other 3rd party software

Working and Resolving Remedy tickets created by level 1 and 2 that have been escalated up to Level 3 for the nationwide Trinity User-level community

Video conferencing through Skype and Go To Meeting.

In person or Remote support using, SCCM 2012, Dameware, and MS Remote Desktop Connection

The Senior Desktop Engineer provides day-to-day EUC project support, operational support, technical leadership and request resolution, to the end user communities through the installation, configuration, upgrade and maintenance of workstations, mobile devices and peripheral equipment.

Participates in the design, develop, and deployment of Desktop strategies

Develop documentation for all projects assigned to in accordance with corporate project management methodologies.

Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

Provide support for the testing of new and existing software applications under development or consideration for purchase.

Operational Management

Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.

Perform hands-on fixes at the desktop level, including installing (imaging) and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

Create Active Directory account and did terminations.

Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution. Software: Windows 7, VMware - VDI, MS Office 365.

Remote into User machines through, Skype.

Macbook problem resolution tickets

Dean Foods May 2013 – June 2014

Asset Management and Provisioning Team

Maintained the Asset Management Database of over 20,000 PC users, - Tivoli Provisioning Management Express software database.

Executive and End User Support through the IBM Impact Ticketing System

Phone, In person, and Remote support, which consist of Tivoli Remote Control software and Windows Remote Desktop Connection software when users are away from their machines.

Troubleshoot and resolve tickets to meet SLAs

Travel Coast to Coast several times a month to Dean Foods facilities to perform hardware and software (imaging) upgrades, resolve ongoing Site issues, etc. responsible for New Hire and Termed Employee PC equipment processing.

Responsible for keeping track of all inventories coming in and going out of Headquarters for various project around the country

Responsible for all user data and installation procedures for those users being refreshed.

Supported Exchange 2010/Outlook 2010

7-Eleven DST Support Desk June 2012 – May 2013

NEC Corp - Server /Desktop Team Support

Migrating (imaging) \Updating Software/Hardware from HP Servers to Nec Servers

Password Resets, Printer and account setups, management and troubleshooting of HP and NEC Servers, Printers, Routers, Access Points, DHCP troubleshooting, Barcode scanners and tablets troubleshooting, Assisting Techs in field with installment of all new hardware as needed.

Worked in Indiana with Family Business between June 2011 – June 2012

IBM, Hilton Reservation Dec 2010 – June 2011

Home Support Help Desk Rollover

Support Remote users with access problems using WYSE clients

Linux, VMware - VDI, Citrix environment

WYSE client and Windows 7 desktop reimaging (imaging)

Desktop Support 350 users

Active Directory – user admin duties

Ticketing System Maximos by IBM

Worked in Indiana with Family Business between June 2009 – Dec 2010

Kimberly Clark May 2008 – May 2009

HP Onsite Support Representative – ITS Executive Support Department (5 year HP contract/economy layoffs)

Maintained high level Customer satisfaction and response time on all issued task and user request

Responsible for all hardware and software installations (imaging), reinstallations, maintenance, and repairs for HP laptops, desktops, servers, and printers

Was the backup for the Executive Support Dept. team at HQ

Logged all task, user request/issues, and team request in SharePoint

Handle Customer-relation problems promptly and appropriately, escalate issues according to established procedures

Answered incoming calls for all issues. Carried out fixes over the phone and in person for high and mid-level executives

JC Penney Oct 2007 – Apr 2008

Asset Management Team

Assist PC users on use of selected software –Altiris; Remedy; Connected Data Protector

Assist PC users on setting up hardware – HP and Dell

Install software (imaging) on PCs

Installs hardware including circuit boards, ROM bios chips, and memory expansion chips

Handles physical aspects of installations, movement of equipment, cables and cords, etc

Differentiates between software and hardware problems

Makes minor repairs or exchanges of parts, as needed

Periodically takes physical inventories of hardware and software, and as necessary prepares purchase orders or related forms for ordering hardware and software.

Assures that all work performed, all equipment moved, and/or software installed are in conjunction with pre-established guidelines and coordinated with Asset Management department

Performs related duties to assist Asset Management Team as required: updating database, tracking, and management

Supported users by phone or in person after their upgrades.

Centex Title & Insurance 10/2000 – 01/2007

Network Administrator

Responsible for Citrix MetaFrame, VMware users on Windows NT 4.0 Terminal Servers

Responsible for troubleshooting and monitoring all CTX firms in 13 states

Responsible for timely resolution and conformation on all system issues

The network consisted of Compaq and Cisco servers, workstations, hubs, switches, and routers

Responsible for maintenance, updates, imaging PCs, backup & restores, user profiles, & and all admin. Responsible for 1000 users

Implemented wireless networking in remote offices

Troubleshoot Cisco networking issues on routers and switches

Built Citrix Servers to deploy and maintained

Helpdesk environment. Traveled to all locations for hands on fixes with customer.

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