**/**/****

Roger M. Smith

ad3elc@r.postjobfree.com

**** ****** ***, **********

OHIO, 45239

513-***-****

513-***-****

OBJECTIVE

To obtain a Technical position using IT Technologies with a renowned and greatly diverse organization that will allow me to utilize my IT skills and offer opportunity for advancement.

EDUCATION

Business Software Technology, Associates of Applied Science April 1997- June 1999

Southern Ohio College, Cincinnati, Ohio

GPA 3.6

Emphasis on the automated office and computer software. Specialize in planning, organizing, and controlling office functions. Ability to support management in a variety of administrative and computer based activities, and provide instruction in appropriate accounting, business, and computer education courses.

Computer Science, Associates of Applied Science April 1995- June 1997

Southern Ohio College, Cincinnati, Ohio

GPA 3.4

Specialized in Human Interface Design and Computer Networking areas. Contributed to team projects, to create simulated real-world applications. Studies focus on software applications and programming functions, software testing and database management with the ability to manage resources such as memory, device input / output files and user interface

EXPERIENCE

Atos IT Solutions – Mason, Ohio Sept 2013 - Present

Senior FTP / Data Transfer & Monitoring

Incoming and Outgoing phone technical support, including browser troubleshooting, aliasing / shadowing accounts and password resets. RSA token activation and maintenance, handling account deletion, monitoring file transmission systems, Analyze and respond to alerts and failures with troubleshooting involving job setups, checking for host connectivity, batch rerun logs, re-submitting file transmissions’, file poller, server access history, . Escalate unresolved calls to appropriate support specialist or service groups. Participate in on-going training and departmental development.

Applications: Browser-based applications, Office 2003, 2007, & 2010

Ticketing Systems: Falcon, Clarify, Service Now

Networking: TCP/IP, file encryption

Netcool SME (Subject Matter Expert)

UPS Shipping and Tracking

Sockeye GUI

Help Desk III (Remote Computing) - Siemens IT Solutions June 2011 – Sept 2013 Indotronics International Corp, Poughkeepsie, NY

Resolve problems associated with RSA Secure ID’s, Soft ID’s, Remote Computing into Desktops and Virtual PC’s using Blackberries, I Pads and I phones. Technical Support for Ms Office Applications and Remote application installations. Areas of support include North American, Eastern Europe, Asian Pacific, Japan, and India. Responsible for helping customers with all areas of concern for BlackBerry trouble shooting first level issues such as hardware/software issues, blue screens, virus removals, peripherals, password resets, network connectivity, etc. Providing immediate resolution to Help Desk service requests within a timely manner and to demonstrate technical expertise and exceptional customer service skills. Interact with customers via telephone, e-mail, etc. providing technical support and problems solving abilities. Identify, evaluate and prioritize customer problems and complaints. Analyze customer problems and formulate plans of resolution. Utilize all technical resources to solve customer problems. Escalate unresolved calls to appropriate support specialist or service groups. Participate in on-going training and departmental development.

PC Deployment Technician, Fifth Third Bank August 2010 – December 2010

Pomeroy IT Solutions, Hebron, Kentucky

Perform deployments of computer hardware and/or software and providing next day support. Executing PC Refresh and Desktop Services activity under the guidance of Pomeroy IT. PC Refresh activity includes receiving assets, moving equipment within a site, staging equipment for build/image activity, interviewing clients as part of pre-deployment asset discovery, executing the replacement activity, updating the asset management system to reflect the activity, and preparing the replaced asset for disposition. Desktop Service activities includes installing software on a PC, cable management, re-imaging PCs, mapping printers, Install and activate Lucent and Avaya Phones. Work with Phone / Voice Telephony Department for Phone Port management. Patch down phone connections on Panduit Patch Board, conducting site surveys, and installing cameras/PDAs on a Windows PC. Remove PC’s from bank retail locations and replace with Thin Client Servers for transition from Windows to Linux environment. Wall to Wall inventory at Main Office locations. Manage asset records for Project Management.

Support Center Analyst, Kroger Help Desk December 2008 – July 2010

Pomeroy IT Solutions, Hebron, KY

Resolve problems associated with desktop and laptop PCs and peripherals both over the phone and desk side. Functions include but are not limited to: logging and tracking calls in a Call Management System, utilizing remote management tools for First Call Resolution of network and software issues, and answering general software and hardware questions over the phone. Perform and maintain expertise in PC based software packages/host based programs. Client network connectivity, topology and protocols. Provide technical support via phones and/or other media as required. Complete and document all calls in the form of Service Tickets through resolution. Escalate and monitor tickets through IS&S support layers to issue resolution. Dispatch vendors or division contacts as required for on-site repairs. Analyze and determine magnitude of incident, and escalate to management any identified trends affecting our customers to reduce overall incidents to customers. Clearly communicate technical analysis and resolution through written documentation.

Help Desk Analysis, Luxottica Help Desk October 2008 – December 2008

Pomeroy IT Solutions, Hebron, KY

Resolve problems associated with desktop and laptop PCs and peripherals both over the phone and desk side. Functions include but are not limited to: logging and tracking calls in a Call Management System, utilizing remote management tools for First Call Resolution of network and software issues, and answering general software and hardware questions over the phone. Perform and maintain expertise in PC based software packages/host based programs. Client network connectivity, topology and protocols. Provide technical support via phones and/or other media as required. Complete and document all calls in the form of Service Tickets through resolution.

.

Inspector, Horizons.com April 2008 - October 2008

Horizons HRS LTD., Mason, Ohio

Responsibilities include inspecting auto parts for quality at the Ford and ZF Plant locations. Experience using the Micro-profiler for computerized bio-technology quality inspections. Check parts for damage, and dis-configuration according to process instructions. Use of gauges, infrared, and measuring devices to determine recall status. Logging, tagging, coding, and wrapping all materials considered as defective. Completion of all site safety Orientations at Batavia, Sharonville, and Sachs (ZF) Plants locations.

Office Cleaner / Construction cleanup crew June 2005 - June 2008

Marcia Maids & Janitorial Service, LLC., Milford, Ohio

Responsible for cleaning business offices. Trash removal, clean desk areas, windows, vacuum carpeting, and mop floors. Clean restrooms and stock with supplies. Clean cafeteria's and receptionist areas. Construction Cleanup

Supervisor / Hiring Manager June 2000 - June 2005

D & A Landscaping, LLC., Cincinnati, Ohio

Manage & Recruit Landscaping crew of 12 for quality lawn care service.

Daily planning, interviewing, background checks, payroll, and schedules.

Assign jobs orders for team members; provide feedback, and performance reviews

Review contracts, help with estimates, and report directly to the owner.

EDI Coordinator June 1997 - June 1999

Jay Industrial Technologies, Cincinnati, Ohio

Recruit/Setup EDI trading partners, purchased EDI upgrades, and performed EDI testing

Electronic Billing using Harbinger Trusted Link Software for Windows/Dos.

Review EDI contracts, implemented two EDI System Conversions.

Knowledge of EDI concepts; Mapping of EDI Specifications. Processing transactions 810, 820, 837, 850, 852, 860, 865, 855, and 997.

Computer Operator April 1992 – June 1997

Jay Instrument & Specialty Company

Responsible for Batch and Transaction Processing. Updating customer and Inventory files,

Warehouse reports and processes. Updating/printing of bookings, daily sales, invoices, orders, RMA's, and credits, Sales by Week, Month and Year. Monitor overnight processes and fix errors.

Responsible for Backup of Data/Program files using reel-to-reel, Unix/NT. Data Storage.

Handled security clearance for all employees. PC setup and Help Desk support.

Skip Tracer Level III / Student Loans March 1989- April 1992

CSX (Barnett Technologies), Jacksonville, Florida

Located delinquent and defaulter borrowers with outstanding student loans.

Provided customer service assistance in bringing accounts up to date.

Commercial student loan industry. Knowledge of TRW's and credit reports.

Property Fiche and FCC rules/guidelines. 10 key, 60 wpm, and date entry.

ACTIVITIES & AWARDS

Gary Burbank Award: Best in Radio Broadcasting 2009- Ohio Center for Broadcasting.

Recorded 3 Company Voice over Greetings -2005 Jay Industrial Technologies

2007 D & A Landscaping, 2008 Marcia Maid’s.

Sports Announcer, Nipper Stadium (University of Cincinnati) - 2009 Youth Football Games

Teleprompter at TBNK Television Studio. 2009

Skills

Remote Access:

Carbon Copy

Live Meeting

Tipovli

Tiny TERM

H.P Device Mgr

Net Meeting

VNC Viewer

Desktop Apps:

Infra-Enterprise

MS Office 2007

Business Objects

Rules Based Pricing

ACT Online training

Adobe Reader

IE, Versions 6,7,8

Citrix Metaframe

HP Device Mgr

JavaScript

Elms

HR Express

Security:

Workforce

Active Directory

Account Provisions

Secure Web

Passport /ID

VPN:

Nortel Networks

Defender Tokens

Host Checker

Wireless Networks

Operating systems:

Windows Vista/XP

Laptops:

IBM Lenova models

R51,R61,T400,T410

Desktop Computer:

IBM, Dell, HP

Printers: Canon, HP

Lexmark

In-Store Networks:

Neoware Units

Cash Registers

Handhelds

Mobile Printers

USCANS

QueVision

ISP, Switches, Access Points

Routers

WVPN, Firewalls

Networking:

LANS/ WANS

Network Drives

General Office

Zone Drives

Vendors:

Tolt Service Group

Ikon Service Group

Accucode

Fujitsu

EDI:

Harbinger trusted

Link

Sterling Commerce

Syteline

Certifications

AS400

Gentran (EDI)

Syteline (EDI)

Skip Tracing

Ohio Center for

Broadcasting

Remote Computing

Blackberry Enterprise Server

Blackberry Soft ID

Blackberry Handheld/ Activation Passwords

Mobile Analyzer Application

Blackberry Escalations

RSA Secure ID

Pin – Pass Code Combinations

Remote Desktop and Virtual PC’s

Direct connect / Direct Citrix

Remote Java and Citrix Client Users

Citrix Remote Applications

Blackberry Simulator launch tool

MS Office Communicator 2003/2007

MS Office Excel 2003/2007

MS Office Tools 2016

Skype

MS Office Word 2003/2007

MS Office Outlook 2003 / 2007/2016

Tier 1 Gateway

Telnet

Ticketing Applications

Service Now

Clarify CRM - Clear Support

Infra Enterprise

BMC Remedy

Management Tools

Enterprise Data Management (EDM)

Remote Client

Remote Reboot

Remote Assistance

Contact this candidate