Help Desk Customer Support
Resume:
Tamra J. Long
Acworth, GA
*************@*****.***
I’m a dedicated professional with over fourteen years of increasing responsibility, working for profit and non-profit organizations in the IT field. My experience includes, training on Microsoft products, planning, developing and maintaining:
RightFax Enterprise – current v.21.2 Global (US, Latin America, German, Netherlands)
XM Cloud Faxing – Open Text
FaxCom Suite 11.0
FaxCom EFM 1.3.02 / Sever 6.7.3 Suite v11.0.3
Checkpoint/Nokia Firewall
Sonic Wall Firewall
Ardence Streaming Software
AWS Cluster for Ricoh Streamline and RightFax 21.2
MS System Center Operations Manager
Configuration and Management of Websense
Windows 2000, 2003, 2008, 2012R2 and 2019 Server
Expertise in DNS, DHCP and other Windows Server services
Configuration and Implementing Active Directory
Expertise on maintaining VMWare ESX 3.5 environment
Expertise on handling Citrix Server Farm
Expertise on Sharepoint Administration
Network Administrator
Help Desk responsibilities - Ticketing tools, HP Openview
Develop and maintain high standards in establishing procedures and policies to address present and upcoming issues
Good analytical and troubleshooting skills
Certificate for IT Security (ITS-013-03) for NASA.
Configuration and support of Windows Office Products
Work with TCP/IP network configuration
Network deployment of Windows and Office software through Windows Software Update Services
Configuration of RAID and SCSI controller
Experienced in HP DL, ML, (BL)Blade Server, Dell, IBM, servers and EMC, IBM SAN Servers
HP Insight Manager for ProLiant and BladeSystems
Dell Open Manager
Operating Systems / Server Software:
Microsoft: Windows 2019/2012r2/2008/2003/2000/NT4 Server, Exchange 2012/2000/5.5 server, SQL 2000 server. Terminal Services, IIS, Active Directory, Group Policy, Ardence Video Streaming Software, SSH, Lotus Notes, Visio
Misc: Veritas Backup Exec 10.0/9.1/9.0/8.6 with agents, ScriptLogic 7.0 enterprise, Outlook 2003, XP, 2000, Network Associates (McAfee) Virus Scan, PowerShell 1.0, InoculateIT, ARCServe, Windows Server 2003, Windows Advanced Server 2000, Windows 2000, NT4,, Websense 5.01, Sniffer, Snort, SL 7.0 and Solomon 6.5 Accounting Administrator, Phoenix Documentation Images Software, RightFax 10.0 – 21.2 (Open text)
Ricoh – USA: DMNX 6.0 – 12.0 - Streamline 4.7.2 – 3.5.2 Global
Hardware:
AWS Virtual Servers Management Console / Systems Manager
Hewett Packard/Compaq servers
Dell: Power Edge
Misc: Array Networks Array TMs, Castelle Faxpress Server 5000, Symantec 8260 spam/virus gateway device
Work Experience:
Ricoh USA – February 7, /2016 – Present
Technical Account Support Specialist, Customer Engineering - RICOH Digital Services
Covestro TASS – overall contact person and support of RightFax 21.2 and Streamline 3.5.1 Global for Covestro Global environment (16,000 users)
Daily check Logs and Events for Servers for RightFax Servers (4) and SLNX (6)
Update Service Patch and reboot Servers as needed (last Sunday of the month)
Update and monitor all Services running application and Streamline Connector to the RightFax 21.2 application
Update Regedit to resolve RPC Value and testing
Setup and testing of RightFax Servers and Voice Team in Europe and US for seamless upgrade process
Troubleshoot applications and servers for Covestro Global environments and refresh of the Ricoh Devices Globally
Implenetation Team - Lorin McCoullough
1st and eventually 2nd Tier trobleshooting for Ricoh customers for applications and customer Network environment (30,000) customer
Global Customer Service Team – worked with multiple customer on DMNX, Output, Nuance Productis to work seemlessly with Ricoh hardware and other Ricoh applications (50) Customers. This including troubleshooting customer network, applications working with customer’s IT Team and multiple layers of management
Global Customer included application: RightFax 16.2 – 21.2 (Bank’s and Global Customers) and FaxCom: EFM FaxCom EFM 1.3.02 / Sever 6.7.3 Suite v11.0.3 for Ricoh Health Care facilities. Troubleshooting Client install on Desktop / fax devices and Servers.
Triumphant Community Church (Non- Profit) (Contract Position three months) June 2015 – August 2015) - Volunteer
Information Security Specialist Job Duties:
Protects system by defining access privileges, control structures, and resources.
Recognizes problems by identifying abnormalities; reporting violations.
Implements security improvements by assessing current situation; evaluating trends; anticipating requirements.
Determines security violations and inefficiencies by conducting periodic audits.
Upgrades system by implementing and maintaining security controls.
Keeps users informed by preparing performance reports; communicating system status.
Maintains quality service by following organization standards.
Contributes to team effort by accomplishing related results as needed.
Information Security Specialist Skills and Qualifications:
System Administration, Network Security, Problem Solving, Information Security Policies, Informing Others, Process Improvement, On-Call, Network Troubleshooting, Firewall Administration, Network Protocols, Routers, Hubs, and Switches
PNC Bank January 2011 – August 2016 – Bank Officer – October 2015
Consultant – Pomeroy May 2010 – January 2011 (hired full time PNC Bank)
RightFax Administrator for 13,000 employees
Third Tier Help Desk Support – RightFax and Lotus Notes
InfoMan Service Center Ticketing Application
Service Now Ticketing Application
Assisted in RightFax Client 9.4 and Server 2008 Replatform
NWS Phone Line Inventory Administrator
Daily Processing of PTM
Technical writing and documentation of RightFax Process
RightFax and Fax Util Support
Lotus Notes knowledge and database testing with RightFax Phase II and III implementation
Phone Line Inventory update for RightFax lines
Develop business and technical knowledge to prepare for more complex project assignments.
INTIGRAL CORPORATION – October 2008 – October 2009
Project Manger for upgrade Solomon 6.5 to SL 7.0
SL 7.0 Administrator in Cluster Environment
SQL 2005 Cluster Server
Crystal Report conversion from Solomon 6.5 to SL 7.0
Network Administrator for (4) Fenevision Plant Software
Windows Server 2008 Administrator
Windows Server 2003 Administrator (45 Server)
Upgrade Server Room with Novec 1230
Sonic Firewall Administrator
Viewpoint Administrator
Sharepoint Administrator
Fenevision Core (Manufacturing Software)
Administrator of Dell PS4000 SAN
SQL 2005 – SL 7.0 – Production Software queries
Websense
Consultant – 9/05 – 10/2008
Robert Half Technology – June 2008 – August (MTD Products) 2008 (On contract working in Data Center providing 24x7 production support)
Asset Management
Backup Exec – SpectroLogic 120
WSUS
Third Tier Help Desk Support
Track-IT
400 Windows 2000-2003 Server Administration
VMWare ESX 3.5
Cynergies Solutions – February 2008 – March 2008 (AMTRUST Financial) (On contract working in Data Center providing 24x7 production support)
Implemented HP BladeServer using HP Administrator
Helped in testing Quest software for Active Directory implementation
Help Desk Support
Olympic Steel Inc – August 2007 – December 2007 (On contract working in Data Center providing 24x7 production support)
Network Server Administrator and Ardence Administrator
Implemented and demo Ardence Streaming Video Administrator
Server maintenance of Windows 2000 and 2003 Server for 12 locations throughout US
Voicemail and Aimworx Application for Verizon
VMWare ESX 3.5– for Ardence Server, Voicemail and Ardence Clients for testing Windows Platform and Linux environment
CBIZ Network Solutions – March 2007 – August 2007 (On contract working in Data Center providing 24x7 production support)
Field Network Technician
Supported customer base (over 100 companies) of Northern Ohio supplying technical support on all network, Exchange Server and Windows Server 2003 and 2000
Set-up and configuration of Shoretel Phone System
Maintained and implemented Pix 550
The CSC Group – May 16, 2006 – February 2, 2007
Network Administrator - Project Manager
Phoenix Documentation Imaging Project Manager for health industry
SQL 2005
Operations Team Leader
Robert Half Technology/Recovery Resources 11/30/2005 – 5/20/06 (On contract)
Interim Director of Information Technology
Planning and budgeting, Project Management
Systems Engineer managing mixed environment of Dell, Compaq, and Sun servers running Windows 2003/2000 Server, Managed Active Directory for over 300 employees
Manage company email server, Exchange 2003.
Manage a large WAN/LAN environment
VMWare Server on SANS for testing software and updates
Management includes Cisco routers and firewalls as well as Active Directory across WANS.
Manage all server and workstation service packs
Maintained over 125 Servers
OAI (Ohio Aerospace Institute) – September 2000 – October 11, 2005
Security & Network Analyst Manager
Admin of 25 Dell Power Edge servers, 2 Compaq Proliant servers, running Windows 2000 server.
Apply service packs, patches and upgrades to server operating systems immediately upon testing. Servers and Workstations are always kept up to date and never allowed to lapse in patches or service packs.
Admin of multiple Cisco Routers and Firewalls, VPN sites
Maintain VPN Accounts
Lotus Notes Administrator
Data Storage Administrator
Implemented, upgraded and maintained Checkpoint Firewall NG1 (5 years)
Websense
IT Specialist
Answering the Helpdesk phone, first level problem determination and resolution
Creating service request tickets
Building new systems for employees
Research new software products to insure compatibility
Maintaining the virus protection for associates
Monitoring the network servers for usage and capacity
First level problem resolution for Senior Researchers
Maintaining backups and restores
Rockwell Automation/Allen Bradley/Rockwell Software Inc., May 1990 – September 2000
System Technology Technician
Set-up new computers with appropriate software (NT – Office 98 – Outlook – Office 2000), using Automotive Install or manufacture’s software
Set-up business computers – laptops
Y2K Compliance software (made sure all computers where Y2K compliant by updating BIOS, installing Y2K cards in older computers and downloading software from Manufacturer’s Web page.
Coordinating the use of Audio-Visual and Video Conferencing equipment including setup.
Troubleshooting computer errors.
Performing new and updated computer setup using automated installation programs.
Performing Training Room computer setup using automated installation programs.
Performing Trade Show computer setup when required.
Proficient in Ghost Images and PictureTaker techniques.
Creating new Computer Accounts.
Generated and maintained Systems documentation as directed by Systems Technology management.
Generated and maintained IT Web Page.
Manager of Shipping and Receiving
Packing, shipping, and receiving of material.
Customer Shipments of RSWire.
Ordering replacement materials.
Safety, Environmental and Ergonomics Coordinator
Coordinating the Beta Drive – West Allis, WI. And Vancouver Safety Program.
Wrote Safety Procedures for (6) facilities.
Annual training of employees and New Employee Orientation training (over 1,000 employees)
Implemented policy to contractors and employees.
Wrote Contractor’s Manual.
OHSA certified
Courses of OHSA 501 and 505 completed
Trade Show Coordinator – October 1994 – September 2000
Execute Rockwell Software Trade Shows. Duties include:
Attend and coordinate schedules of employees for working/breaks
Work with Dimensional Media to help design RSI trade show booth (color scheme and partial layout)
Set-up and tear down of booth
Maintained a budget of $250,000 for each show (4 per year)
Meeting specified schedules and deadlines to meet discounts for labor and installation of electricity, labor, equipment, etc.
Education
Business College Courses and IT Courses
Computer Associates – Database Administrator Degree – Phoenix University 2012
Bachelors Degree in Computer Science and Network Security (8 classes short) – Phoenix University
Awards and Certifications
Share Showcase ‘98
Rockwell Automation United Way Campaign
National Engineers Week Volunteer
Microsoft Windows NT4 Technical Support Training
Accelerated Training for Microsoft Windows NT4
Microsoft Exchange Server Series Concepts and Administration
PC Systems Servicing
PC Maintenance Basics (Cuyahoga Community College A+ Certification)
Checkpoint VPN-1/FireWall-1 Management I and Management II Certification
Checkpoint VPN-1/FireWall-1 NG Management I and Management II Certification
MS 1560 – Updating Support Skills from Win NT 4.0 to Win2000
Lotus Notes System Administrator
Maintaining Domino Infrastructure
MCSE NT4
Safety Coordinator Workshop (I, II and III)
Safety Solutions Workshop (Audit Process, Case Management, Contractor Safety, In-Plant Vehicles, Respirators, Safety Business Plan, VPP, Ergonomics, Electrical Safety)
1999 Ohio State 100% Occupational Safety and Hygiene Award
Contact this candidate