Gary G. Scheid

***** ** *** ***: 214-***-****

Terrell, TX 75161 Email: ad1y6j@r.postjobfree.com

SKILL AND TRAINING

Proficient in building and repairing PCs and laptops

Proficient in the installation, troubleshooting and use of Windows 95, 98, 2000 Pro, XP, Vista and Windows 7, 8 and 10, Server 2003 thru 2016

Proficient in the installation, configuring and troubleshooting of application software.

Mac OSX proficient thru 10.15 (Catalina)

Mac enterprise networking apps JumpCloud, Jamf

Experienced in the setup and administration of small LANs and wireless routers, WAN experience.

Extensive remote user support (Tier 2 and 3)

Active Directory skills

Remote and messaging tools (i.e., Communicator, Lync, Skype for business, Webex, Bomgar, Teamviewer, Teams, Slack

VPN (Cisco Client, AnyConnect, Juniper,F5 BigIP

Imaging tools Microsoft SCCM MDT, Symantec Altiris and Ghost, PXE, Thumb drive, external drives…

VDI (VMware, Citrix)

VHD (VMware ESXi, VirtualBox)

RSA

Horizon Console

AWS

Thin Client

MS Office O-365, Teams, OneDrive, etc…

4.5 yrs of Remedy usage

1.5 yrs of ServiceNow

26 years overall IT experience

Dell Certified in laptops, PCs and servers.

6+ years as SPOC in ITSM environments

35 years of part-time audio engineering, with some exposure to video and show lighting

Master Firefighter Certificate for the State of Texas

This is not a complete list.

EDUCATION

Hayward High School (Graduate)

Abilene Christian University, Abilene, TX – General studies.

Chabot College, Hayward, CA – Fire Science studies

College of Alameda, Oakland, CA – Advanced Avionics

WORK HISTORY

Orion Inc (Formerly Tekmark) 09/2021-01/2022

Helpdesk Analyst III (WFH)

Contractor with Orion for the Fiserv Original FirstData HelpDesk Project.

Working as FPOC for internal Fiserv personnel. Responsibilities included password resets for domain IDs, applications, SSO ID’s, etc… Resolve or escalate hardware, software, network, VPN issues, etc. The supported environment was vast in complexity and scope. Tools included Active Roles, ServiceNow, Confluence, Remedy BMC, AMA, Bluezone, Tandem, Bitlocker Admin Console, RSA Security Console, PingID Admin, AD Manager and more.

Harte Hanks

Customer Service Representative HBOMAX (WFH) 05/2020-02/2021

Contractor with Harte Hanks supporting HBOMAX Project. Typical call center type work. Billing inquiries, subscription how to’s and issues, tech support for HBOMAX application and hardware, i.e., Smart TV’s, Android phones and tablets, iOS devices, PS4, Xbox One, Windows and Mac OS’s, etc. Work from home assignment working fulltime.

TATA Consulting Agency 10/2018-10/2019

Support Executive for Finastra Plano, TX

Functioned inside a Tier 2 remote support group for a financial software company with a global community as well as deskside support for 90+ users onsite. The scope of my support was international, including national user base of virtual workers.

Win10 (Dell) and Mohave (Mac) shop with the normal and extraordinary responsibilities. Asset management, procurement (including phones, tablets, etc), break-fix, disposal, etc. Most support was remote (TeamViewer, Skype, Teams) Reporting handled thru ServiceNow.

Managed the conversion of a new acquisition (Malauzai Software, Austin) from onsite to remote support.

Some of the apps administrated are as follows…

Workday access

Service Now

Active Directory

Jamf

JumpCloud

Duo (MFA)

LastPass

Slack

Jira - Atlassian

Jenkins

In house servers, access security management (pre-production and production)

MS Office 0-365

CRM

Altiris

SEP

SEE

Bitlocker

Go2IT Group

Technical Support Dallas 7/2017-10/2017

EUC-DSS contract representing an IBM (Lenovo)project for Chubb Group (Dallas). Normal Deskside Support role with SCCM tools Duties included PC, laptop, tablet break fix, malware remediation . Image installation, third party and proprietary software installation and configuring. Malware remediation and management of SEP. Troubleshooting and remedial analysis of referred software that was varied in nature and numbers, including Citrix and VMware VDI’s, MS Office products 2010 and 20113, etc...

HCL America Frisco, TX 1/2012-7/2016

Technical Support DFW Area

Full-time Tech Support employee working in managed IT environments fulfilling contract agreements between HCL and Energy Future Holdings. Worked as tier 3 deskside support provider at multiple sites for EFH that included TXU, Luminant and Oncor that numbered over 300 users. Duties included Dell, Lenovo, HP PC, laptop, tablet and smartphone deskside support, troubleshooting Win Xp, Win7. Server 2003, 2008, 2012, assisting networking team as SPOC for troubleshooting and patching issues. Image installation, third party and proprietary software installation and configuring. Malware remediation and management of SEP. Troubleshooting and remedial analysis of referred software that was varied in nature and numbers, including Citrix and thin clients.

Worked as HCL technical SPOC in one of their call centers (clients included, Pepsi, FedEx, Dean Foods, Anthem and with National Executive suites (350+ seats). This was a startup environment that required normal deskside assistance, massive imaging work (SCCM) and software installation/configuration needs, troubleshooting Win7, Win8, Win10. Malware remediation, Management of corporate encryption and malware products including MacAfee Safeboot and SEP, Bitlocker, special project requirements, including network issues and/or changes, client issues(onsite and remote), new service line rollout (w/Mac support for 80+ users), security system issues, vending network requirements, HR needs, configuring site to comply with and pass audit to qualify as a ISO 27001 site. As well as Executive Support to national and international personnel. This was a fast moving and fluid dynamic environment.

HCL boasts a global presence of over 100,000 employees.

Peak Systems New York, NY 8/2011-11/2011

Technical Support Texas

Contract Tech Support, working as a Dell Service Provider to ExxonMobil. 100% travel in Texas during week with site changes weekly. This is a Windows 7 migration project that includes supporting ExxonMobil IT in the Dell Automated Deployment environment and supporting end-users in the migrated ExxonMobil GME Windows 7 environment. Responsibilities included migration of user data into the DAD container and migration to a new machine, troubleshooting any DAD related issues, support users after migration with deskside support. Applications included Microsoft Office 2010 suite, Lotus Notes 7, SAP 7.20C1, Oracle 11g, VPN software, any many 3rd party apps related to Oil industry needs. Installed peripheral devices both locally and network. Troubleshot and performed workarounds until user needs were satisfied. Basically this was a migration with full deskside support to have end-user fully operational before leaving site. This project is a global enterprise rollout.

Peak Systems New York, NY 5/2011-7/2011

Technical Support DFW Area

Contract Tech Support, working as a Dell Service Provider for the Baylor Heath Care System DFW area. As a BIS Encryption Team member duties included the installation of encryption and port protection software, rounding, resolving issues related to PC environment, including re-imaging, installation and configuration of 3rd party software, setting user and group permissions, use of SCCM and remote desktop tools for deployment, information acquisition and repair of software related issues, troubleshooting OS and hardware issues, handling cases through Heat Ticket System, reporting and documentation of machine repair activities through spreadsheet to 2 layers of management, deployment of multi-monitor systems, upgrade of hardware and software in PC environment, interacting with staff PC users in all aspects of a health care environment.

SmartSource West Chicago, IL 9/2010 – 03/2011

Technical Support DFW Area

Contract Tech Support for 100% traveling PC, Server support in DFW Metroplex, as needed support role including data silo teardown, pc-laptop support, VoIP support, server rollout and upgrade support. Contracts have varied in length from .5 of a day up to 3 weeks…

Tech Support Services Inc., Miami, FL 12/2009 - 06/2010

Technical Support DFW Area (1099)

Contract Tech Support (1099) for 100% traveling PC, Server & Mac support in DFW Metroplex, Virus removal, OS rebuild, system repair, hardware and software troubleshooting and upgrade, network repair, and other necessary duties.

R&R Solutions, Gravette, AR 08/2009 - 09/2009

Technical Support

Rollout project for HP refresh contract with Wal-Mart, 100% travel (Virginia, North Carolina). Responsibilities included inventory tracking, transport, breakout, installation, verification of functionality, documentation of site work, adherence to HIPPA protocols and documentation of chain of custody and green disposal procedures setup by Wal-Mart.

Volt Technical Resources, Sacramento, CA 04/2009 - 08/2009

Technical Support Dallas Area

iPhone technical support for Apple Computer in Dallas through contract with Volt. Log and document inbound calls for iPhone support, including troubleshooting iPhone issues. Determining whether issues were software or hardware based, talk caller through backup, uninstall and reinstallation of iPhone and iTunes software. Tutor caller on usage and setup of iPhone and iTunes, troubleshoot connectivity issues, email issues, Microsoft Outlook usage with iPhone through iTunes, this was full customer service with tech support for both OSX and Windows XP and Vista. Scheduled or setup repair requests for hardware issues.

Qualxserv, Tewksbury, Massachusetts 05/2008 - 03/2009

Technical Service Provider DFW Area

DFW Metroplex service provider for Dell, IBM, Sony and various other companies. Mostly in laptop and PC hardware issues. 100% travel performing warranty repair in the field for mentioned companies. Duties included part pickup from a depot, setting appointments( which included next business day SLA metrics), R&R (remove and replace) hardware, return parts, close cases with appropriate data submission, track returned inventory, interact with remote managers.

S&A Computer Services Inc., Roswell, GA 04/2007 - 05/2007

Technical Support North Texas

Technician for contract refresh project for Bank of America in North Texas area, w/ Hewlett Packard as main vendor. Breakout, R&R workstations, monitors, POS card swipe and keypad, terminal and network printers, servers and accessories, initialize devices, bring devices online, verify functionality, perform wipes of HDD’s being recycled to DOD standards, package replaced devices and accessories, label and stage for pickup, obtain site release from local manager.

Logos Innovations, S.F. Bay Area, CA – DFW Metroplex 1992 - present

Owner

Owner. Provide computer services to individual and commercial clients on a as needed basis. Clients include home users and commercial accounts. Service include such things as OS reinstalls, OS repair, malware removal, hardware repair and upgrade, data recovery, data transfer, consultation to client needs.

Scheid Ophthalmic Service, Hayward, CA 1990 - 2009

Owner

Owner. A company that provides sales, service, repair and setup of ophthalmic instruments and equipment with emphasis in the service market. Provided IT services to select clients. Provided construction consultation to doctors and coordinated sub-contractors during remodels, relocation, maintenance, service, calibration and repair of specialty instruments and equipment related to Ophthalmology and Optometry, including phoroptors, refractors, keratometers, lensometers, slit lamps, chart projectors, fundus cameras, surgical lasers, topographers. Provided training in the use of instrumentation to technicians as well as patient handling techniques.

Audio Engineering 1982 - 2009

Audio Engineer

Experience in live engineering includes: one year tour with the Greg Kihn Band as FOH mixer, 3 live albums with the NorCal Mass Choir as FOH, multiple live gig’s, clubs, fairs, etc. with the Texas regional rock band Fragile. Studio experience includes: internship with Mike Hersch (formerly of Hammer Productions), live recording setup with Bob Skye of Skye Lab Productions (former owner of “The Plant” studios in Sausalito, CA), split track production for Lanny Wolfe (one album), production and musical content collaboration on album for Nancy Grandquist (Testify), supervised the installation and provided training on an 8000w tri-amp live system for the Apostolic Commission of Fremont. I have also set up my own small home studio.

Experienced in custom patch building, snakes, TRS instrument and speaker, XLR balanced mic/patch.

City of Abilene, Fire Department, Abilene, TX 1979 - 1990

Senior Firefighter/Firemedic

Held a Master Firefighter Certificate for the State of Texas. In addition to the duties as a firefighter, I performed as an Emergency Medical Technician (EMT) with certification at the state and national levels. Performed as a skills instructor for the state certified EMT program. Held certificate from the American Heart Association as a CPR Instructor-Trainer. Held advanced ratings in scuba (PADI), as a member of the Dept.’s Dive Team. Introduced and/or assisted in the implementation of several programs to increase departmental efficiency. These included the First Responder program, the Commercial Building Fire Safety Inspection program, and the setup of the 911 program. At the time of my resignation, I was heading the preliminary ground work for a multi-county helicopter medivac program, and had conceived and obtained approval from the municipal authority to run a county wide program focused on organizing, training and providing standardized equipment to the outlying volunteer fire departments.

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