Help Desk Support Technician

Eric Akrie

***** **** ******** *****, **********, Colorado 80015

303-***-**** ******@*****.***

Summary of Qualifications

Over 25 years’ experience as an IT professional, including 12 years’ experience as an infrastructure and network services manager

Security+ certified

ITIL v3 Foundation Certified

Scrum Fundamentals Certified

Firewall, VPN and networking (Cisco ASA, Checkpoint and some SonicWall)

Experience with VoIP systems (Cisco CCM, ShoreTel, Comcast and Nortel)

VMware Support.

Proven leadership abilities including 0% turn over staff within 15 years

Strong interpersonal and collaboration skills; able to work across business units and communicate effectively with employees of all levels

Experienced in training and educating staff on technical issues

Managed projects with both internal IT staff and external consultants

Able to manage budgets without exceeding limits

Professional Experience

AT&T

General Dynamics Information Technology

VOIP / Telcom Technician (Contract) 08/21—Present

· Evaluate, analyze, administer and maintain voice, data and wireless communications systems.

· Reads and interprets circuit diagrams and electrical schematics.

· Prepares detailed specifications and flowcharts for implementation of new internal systems or modifications to vendor systems.

· Coordinates installation of equipment.

· May Install, test, adjust and troubleshoot equipment as necessary.

· Monitors the operations of telecommunications systems and services of vendors.

· Provides end-user training of telecommunications features and functionality.

· Maintains current knowledge of relevant technologies as assigned.

· Participates in special projects as required.

SAIC

Field service technician L2 03/20 -- Present

Field Service Technician 08/19 – 03/20

Monitor Remedy and service now ticketing system for both systems and distribute ticket to field techs for customer support.

Lead special projects as directed by management and drive projects to conclusion.

Maintain customer SLA’s

Excellent oral and written skills, with an ability to response to communication understand and predict customer behavior.

Familiarity with DoD Information Assurance (IA) requirements

Moderate level familiarity of Android and iOS device

Blackberry BES and MobileIron MDM experience

Outstanding organizational skills

Strong project management

Strong Understanding of desktop and notebook hardware

HCL Inc. 6/19 – 8/19

Cluster Technology Lead

Manage 24 IT Technicians in 7 states

Ensure that the day to day field services operations meet SLA’s and monitoring KPI’s for the customer are addressed

Monitor service now ticketing system for Verizon

• Supported field server techs on high priority incidents to drive issues to fastest possible resolution

• Be accountable for successful Incident Management to ensure superior customer experience.

• Work closely with peers across IT Operations to provide world class services to our clients

• Demonstrate high technical acumen.

• Clearly communicate with internal business owners and external partners

• Participate in technical aspect in representing company interest.

• Ensuring end-user satisfaction and being point of contact for customer questions and concerns.

HB Management—Denver, Colorado 10/16 - 09/17

Director of Information Technology

Provide recommendations on and implement the overall hardware and application strategy for the company

Monitor the IT capital and expense budget to remain within costs allocated

Develop preliminary capital expenditure information for consideration

Monitor all cell phone and business phone lines for accuracy and hidden costs, connected with vendor to remove unauthorized costs.

Monitor SLAs between Longview Systems and HB Management for performance

Develop/implement networking changes to infrastructure; determining requirements

Perform Active Directory maintenance including adds, moves, changes for user accounts, mail accounts and assigning NTFS permissions to shares.

Develop/implement plans for providing stable server environment. Working with Longview systems on the configuration and sizing of network equipment to provide a stable and accessible environment.

Provide support to other departments in implementation of computer/server related application to support department’s initiatives. Includes gathering information to provide best solution for application.

Determine suitable hardware components to support application environment.

Provide phone line support for all locations, working with vendors or resolve issues; procuring bids for site moves; provide support for the installation of site infrastructure by providing consistent standards for wiring.

Work with a variety of vendors supporting all aspects of the infrastructure.

Develop and implement group policy objects to maximize automated systems

Monitor the cell phone/ wireless card usage and reporting. Review reports monthly for accuracy.

Configure and maintain the Windows Service Update Server – testing and releasing OS updates on monthly bases.

Install software; trouble shoot hardware; upgrade applications; purchase hardware and software as required for user community.

Assist users in learning new features of existing software.

Installation and configuration of Server software where warranted

Installation and configuration of hardware when required

Produce and update documentation as required to support installation of hardware and software applications

Review and approve costs for the IT Department

Triunity engineering –Denver, Colorado 02/15 - 06/16

IT Manager

Maintaining IT platforms enterprise wide in multiple geographic locations––Boston, Los Angeles, New York, Seattle and Denver.

Provision, purchase, manage and control all Triunity hardware, software, and licensing and ensure high security of data and documents including.

Manage multiple infrastructures, parallel business and security networks; enterprise backup systems version control; full and incremental remote backups.

Disaster Recovery plans for portability and company protection; corporate voicemail, mailboxes and user access, and manage company website, pages, content, email, calendars, apps and email integration.

Install hardware and peripherals; load and support multiple OS and software (MSWinX, iosX and Android) and instruct users in use.

Cherry Creek School District –Centennial, Colorado 02/13 – 02/15

Thomson Reuters –Greenwood Village, Colorado 10/11 - 11/12

System Administrator

Monitor all tier two helpdesk requests and perform initial support for all incoming calls and email requests using HP Openview.

Designed and managed storage configuration for Hitachi storage devices, including NAS and solid-state Configurations include: the types of storage systems to install, physical storage configurations, and how storage is presented to the remainder of the system.

Supported VMware infrastructure.

Working knowledge of datacenter storage systems including NAS and SAN protocols for accessing data.

Working knowledge of Fibre Channel configuration on storage, fibre channel switches, tape libraries and servers.

Design and managing of enterprise backup emphasizing NetBackup Enterprise Server, NetBackup for VMware.

Working knowledge of networks and virtualization.

Primary responsibility for network backup and recovery for over 50 servers.

Manage daily operations and maintenance of network and peripherals.

Assist in installing and configuring routers and switches as directed.

Knowledge of TCP/IP protocol.

Medical Group Management Association (MGMA) - Englewood, Colorado

Senior Manager, Infrastructure and Network Services 2001 – 2010

Network Engineer 1998 – 2001

Network Application Administrator 1996 – 1998

PC Support Analyst 1992 - 1996

Managed daily operations and maintenance of network integration, support activities for applications, hardware and operating systems, disaster recovery, e-mail systems, telecommunication services, and network performance enterprise wide.

Developed and executed strategy for the purchase and implementation of all hardware, network products, and operating system software enterprise wide.

Collaborated across business units on all technical and non-technical projects to ensure business continuity, meeting of business objectives, service level agreements, and revenue goals.

Responsible for storage configuration of a storage upgrade that includes NAS and SAN services.

Design and implement a fiber Channel fabric configuration.

Configure VMs and create databases.

Working knowledge of Fibre Channel configuration on storage, fibre channel switches, tape libraries and servers.

Designed and managed storage configuration for Hitachi storage devices, including SAN, spinning disk and solid-state Configurations include: the types of storage systems to install, physical storage configurations, and how storage is presented to the remainder of the system.

Participate in product design reviews to provide input on functional requirements, product design, or schedules.

Designed and managed physical relocation of IT operations with 0% interference with business operations.

Administered and managed migration from Novell and GroupWise systems to Windows 2003 and Exchange 2007 with 0 loss of data and email disruption.

Administered and managed phone system migration to VOIP with 0% down time.

Installed and configured the new EHelpdesk (ITSM) system not only for the IT Department but 3 other departments. Responsible for setting SLA’s for the IT department. Maintaining ticket volume reports and Managing tickets for staff.

Coached and developed employees on interpersonal skills, technical skills, conflict resolution, customer service, collaboration, project management, and time management.

Reporting on all server uptime and maintaining server integrity.

Administered Cisco Phone and Right Fax Server responsible for server up time, adds, deletion, changes, and password resets fax number assignments and resolved all phone and voicemail system issues.

Managed and implemented local and wide area network (WAN) security resulting in 0 unauthorized intrusion and denial of service attacks.

Conducted routine compatibility and integration of networks, internet, applications and databases with 0 errors.

Managed and supported an RSA Authentication manager system before moving to VPN only and upgraded Firewall.

Administered all remote network access, responsible for all outside venders and internal staff access to the internal network using VPN though the firewall.

Collaborated with multiple business units in network planning, server hardware configuration growth of the network, Internet services. Server Patching and change management.

Worked with applications Great Plains (Dynamics GP) with the Business Dept and ADP with Human resources.

Education

University of Phoenix - Lone Tree, Colorado

Bachelor of Science in Information Technology, 2011

Military Experience

United States Air National Guard Buckley AFB - Aurora, Colorado 1989 - 1998

F16 Avionics Systems Specialist and Technician

Secret Security Clearance 2020

Efficiencies: Project Management / Network Infrastructure / Applications / Budgets / Expansion Support Multi-site / Migrations / Integration / System Design / Customer & Vendor Relations / Security

Networking: TCP/IP, UDP & LAN/WAN Protocols, Network Systems Management, VLAN, Network Design/Security and VPN

Operating Systems/ Apps: Windows 98/2000/XP/Win 7 Prof/Vista, Windows Server 2K3 and 2K8, Virtual Servers Technology, CISCO ASA, CISCO Routers IOS and Cisco Call Manager

Hardware: Assemble/disassemble PC’s, Install, configure, troubleshoot and repair, Installation, testing and troubleshooting of cabling, Hitachi SANS, Brocade Fibre Channel switches.

Security: nslookup, whois, McAfee Suite, IDS, IPS, Firewalls

Software/Misc.: Microsoft Word, Excel, PowerPoint, Access, Outlook, Publisher, Visio, Apache, Fabric, Agile Methodologies, WSUS, EHelpdesk, HP Openview

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