Support Specialist Customer Service

Fred Hernandez

** ** **** **.

Lawton, OK. *****

Cell Phone – 615-***-****

Email: ********@*****.***

**/**/**** ********** ********** Medical Center Hospital, 1211 21st Ave. S. Medical Arts Bldg. Nashville, Tn.

3/21/2024 37212

Lead Technology Support Specialist – Responsible in managing/configuring user’s Software, Hardware, Network Connectivity on site or Remote. Check Backup Tape Library, Create/Update Desktop/Laptop Images for deployment. Check Operating Rooms OR Board. Renovate the OR Rooms, tear down and meet Go Live of OR Rooms on Time. Maintain Inventory of hardware and end of life cycle in a fast-paced environment. Ability to diagnose and resolve a wide range of complex technical problems in a wide range of business environments through proper troubleshooting and research, with minimal or no assistance. Follow up on outstanding requests and ensure timely resolution. Support clients via phone, remote, emails and on-site visits.

Replacement of workstation hardware, data migration, and installation of 3rd party software.

Working knowledge of Active Directory Users and Computers

Proven ability to self-manage taking ownership of customer issues, following up, and document communication with the customer and work completed.

Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair.

Perform all assigned desk-side support activities.

Display outstanding technical and professional services skills at all time.

Meet - established customer service satisfaction levels and other operational/customer service metrics

Weekly, Monthly and Yearly Server backup – Every Monday morning I would check that all back up servers have been successfully backed up Using Data Protection Management program into tapes using the Quatum i3 Library that holds 24 tapes.

Imaging Desktops/Laptops – Would install all the basic software that was used in the by users in the hospital. Great an Basic image and Down Load the images into the New Desktops/Laptops and assigned a Computer name and add them to Active Directory for deployment. After deployment would modify information of the User’s Name that it was deployed to along with location, IP Address, and Out of warranty information.

Install Microsoft 365 – Install and Modify Office with user’s ID and made sure the profile was created.

Software Installs and triage – Windows 10, Windows 11, Kronos, Big-IP- Edge Client, Censitrac NW, Dame Ware (remote connection software), Skype for Business, F5-VPN, Created SANE Laptops, Zoom, Workday, VPIMS Web, VPIMS Application, VMware Horizon Client, Pegasus Planview and update Right Fax Domain Controllers after hours.

Operating Rooms Renovation/Construction – Tear down ORs for Remodel/New Construction. After Remodle, checked where the Nurses/Dr. Workstation Computers, EORboard, ELO Monitors were to be installed and checked all Data Ports for Network Connectivity, if no Network Connectivity on the port, I would submit a Data Port Activation ticket with the Data Port Location information. After the renovation, I would do a walk through making sure all OR Monitors, computers, scanners, ID scanners and printers were working.

Ticketing System Peguses – Respond to users issues with Networking Connectivity, Work from home issues, via Peguses, Emails, phone call. This would be either by calling user, or remote using DameWare or Office 365 and all software by taking ownership of the issue through completion in a timely manner.

Samsung Cameras – Subbmit a request, using peguses, for a Static IP along with the camera’s Room number, Building and Floor. Configure camera and made sure it was working and then submit another Request for Services to Install the camera. I would be present when the install was made and made sure that I could connect to the camera with me laptop.

Create Intel ComputeSticks – Configured an Intel ComputeStick that will display the Schedule information about patients’ operation information so Dr. could do a Check in And Check Out. I would Submit request for a Static IP along with the Room Number, type board that it will be, Building and the compute sticks name. I would then call VPIMS Team with the information so they could put the ComputeStick information in the correct table.

Hardware – Dell Desktops, Dell OptiPlex 3040, OptiPlex SFF 7010 Plus i7, 16GB, 256GB. Thin Client, Laptop computers, Samsung 55”, 45” Monitors, Samsung Cameras, Samsung Handheld Scanners, Intel ID Scanners, HP Printers

3/9/20215 Quorum Health Resources (QHR), 105 Continental Place, Brentwood, Tn.

12/08/2015 2nd Level Support Service Desk – Take care of user’s Network, Software and Computer issues either on site or Remote Support while also maintaining and creating Image updates, maintain the server Backup, Maintain Inventory of hardware and end of life cycle for hardware.

Answer calls and respond to email from user with Network, Computer or Network issues.

Ticket tracking and maintaining SLA user Remedy and SalesForce.

Install, configure and support Office 2010 Pro plus, Windows 7, Enterprise and Windows 8.

Monitor and maintain Nightly back ups and restore data to user’s profile if needed.

Maintain computer Images using Symantec Ghost and reimaging new laptops for new users or end of cycle replacement of computers.

Creating New User’s ID in Active Directory, adding them to the correct OU in the Domain and assigning permissions/access to the Network according to their job responsibilities.

Deploying computers, monitors and printers for new users or replacement of any hardware.

Trouble shooting/repairing laptops/desktops hardware and running Diagnostics.

Remote into user’s laptops using Webex to diagnose computer, network or software issues.

Maintain IT Computer/hardware Assets and dispose of out of warranty and broken hardware.

Order and maintain Inventory of laptops, monitors, keyboard, mouse, Monitor cables, power cables and keep track of Warranty Status.

Computers = HP EliteBook 8460p, 8470p, 820 G1 Laptop, Sureface Pro 3

Printers = Xerox, HP

Software = Window 7 Pro/Enterprise, Windows 8, Office 2010 Pro Plus, Adobe Acrobat XI Pro, Green Shot, Active Directory, Webex, VPN, SalesForce, Outlook, Mozilla FireFox, Chrome, IE, Avamar, Box sync, Box for Office, Symantec Ghost.

5/10/2013 Fresenius Medical Care, 1550 W. McEwen Drive, Suite# 500, Franklin Tn. 37067

2/20/2015 Lead Desktop Field Site System Support – East Division – (Contractor) - Travel to Clinics in East Tennessee, and other States to assist in deployment projects, and provide support for Dialysis T-2008 Machines (Linux), Desktops, Laptops, Network Printers, eLO TVs, Pelham Sloan Chair sides, and trouble shoot LAN and Wireless Network. Remote to Desktops, Laptops, and Network printers to diagnose Software or Hard ware issues.

Set up New Clinic Construction. Go on site and patch cables in the Network Closet to correspond to each Data Port on the floor and in the offices.

Setup/Configure all Computers in offices/Nurse’s Station and made sure they had Network Connectivity.

Assembled Carts and attached Dell Computers/eLO Monitors to Carts, Downloaded Chairside Linux image to the devices and attached them to the Dialysis Machines.

Configured Printer on the Network and set them out on the floor and installed them on every office computer.

Setup the T-2008 Dialysis Machines with Linux Image and configured them for Hard Wire or Wireless. Made sure they were visible on the network using T-Tracker,

Install, Configure, Troubleshoot and maintain Zebra Label Printers for printing Medication and Lap Labels. Zebra Printers, ZT230, S4M, GK420D.

Install Windows Mobile Device and Mobile Materials Management Software and drivers for Hand Held Devices MC50 and MC55 for Windows XP and Win 7 32/64bit operating system.

Remote to Direct Touch TV using PCAnywhere or Dame Ware to trouble shoot and configure problems for sound, picture, channel changes, music and check Network and Cable TV services and connectivity.

Confirm that users and computers are in the correct OU in Active Directory and in the correct Group to access user’s rights on the network.

Remote into user’s New Desktop/Laptop, using Bomgar, to complete configuration/software installation, adding printers, set Laptop with Wireless connectivity, Configure Lotus Notes 8.5 and assuring Network Connectivity.

Connect to user’s Dell Desktop/Laptop and trouble shoot hardware issues. Call Dell Product Support and Dispatch an onsite Dell Tech and replace/repair Computers.

Use IP Scanner program to scan Clinic’s Network and look for a device’s IP Address.

Recover data from an Encrypted Damaged Hard drive with BitLocker.

Create Bootable Thumb drives with DOS or SysLinux using RMPrep USB and attaching a working image.

User Putty to configure Digi Boards.

Used CSDmanager to List and monitor Fresenius Chairside are seen on the Network.

Computers = Dell OptiPlex 745,755,785,790,7010, Dell Laptop E6400, E6410, E6420, E6430

Chairside Monitor = Pelham Sloan, eLO All in One Monitor

Dialysis Machine = T-2008

Printers = Zebra Label Printer ZT230, S4M, GK420D, Dell C3760dn, HP Color LaserJet,

Lexmark X656, MX711dhe

Software = Remedy, Microsoft Office 2010, Office 2010 Pro, Lotus Notes 5.5, BitLocker, PCAnywhere, Active Directory Administrator, Bomgar, Dame Ware, Putty, Ipscan, Linux (basic), Win XP/07, Blue Ocean, Big Wave,

CSDManager-T-Tracker, Dashboard View, Solar Winds, Drop Box. Virus Spyware,

SpyBot, Firewall,

7/14/2010 IBM / CNA Insurance, 15 Century Blvd. Suite#400, Nashville, TN. 37214

5/10/2013 Senior Desktop Support – (Contractor) – Soule Provide 2nd level technical support for 135 users in office and 36 Remote Work from home users. Configure, Install and maintain images, trouble shoot break fix for Software, Hardware, and day to day Network Connectivity for 135 in office users and 36 Remote Work from Home users.

Provide on-site field support to customers including installation, and service and repair of systems and equipment.

Troubleshoot and configure email, Outlook 2003, for problems and accessibility.

Build and Repair new pc for new users by down loading a corporate image.

Deployment/Moves/Setups/Migration of new Desktops and Laptops.

Maintain a computer lap and fully inventoried for any break fix that needs to be done

Assist all laptop users with WIFI and Wireless Connectivity.

Provide support and maintain classroom desktops with necessary image, plan software and hardware install needed for the any classes and Co. training scheduled.

Create User Accounts in Active Directory and Group Security Management monitoring.

Receive tickets of user’s incidents thru a ticketing system BMC Remedy Service Management and meet the SLA.

Maintain Network Xerox printers, 16, in working order and would generate a service call to Xerox if the printer needs servicing.

Assists in instructing customers in the operation and maintenance of systems/equipment.

PC hardware installation and maintenance of Dell, IBM, Toshiba laptops and desktops.

Deployment/Moves/Setups/Migration of new Desktops and Laptops for new users or company computer refresh, (out of Lease). Responsible to hire local help and instruct them on how to do the workstation refresh.

Maintained inventory of Desktops, Monitors, Network Cables, Hard drive, Printers, Laptops and update Asset Management with location of all equipment.

Remote connect to work at home user’s Laptop using Dame Ware to trouble shoot software or hardware issues.

Installs and repairs microcomputer hardware and peripheral components such as monitors, keyboards, printers and disk drives.

PC user support, new hire systems setups, and desktop/laptop software, hardware evaluations and upgrades for users as well as for the classrooms.

Support Windows XP, Windows 7 operating systems, experience with all Microsoft Office products as well as troubleshooting experience and understanding of e-mail.

Trouble shoot and configure Outlook, Office 2003, Windows XP, TAP, ACT, Windows 7 and all in house software.

Software – Windows XP, Windows 7, Office 2003, Dame Ware, TAP, ACT, Mobius, Remedy, Lotus Notes, Active Directory Administrator

Hardware – Xerox printers Work Centers 5655P, Phaser 4510, Phaser 8860DN, Phaser 3635MFD, Phaser 3600DH, Dell Desktop OptiPlex 745, 755, IBM Laptop T-60, T-61, T-410, T-420, Tablets X-201, IBM Desktop Lenovo 58.

2/25/2010 H&R Block, 1451 Elm Hill Pike Suit-252, Nashville, TN. 37210

4/16/2010 Remote Dispatch Technician (H&R Block) – Seasonal – Provide Technical PC and network support to retail tax field offices in accordance with World Headquarters and Divisional or Regional guidelines. Serve as liaison between field offices, Service Center, Remote support and Regional Technology Manager to identify and resolve problems.

Assisted in remote and on-site setup of retail office computer and network equipment

Responsible for troubleshooting hardware and software issues for approximately 1,800 retail field offices.

Maintain, Troubleshoot, and support field systems in Tax Offices by phone.

Remote connection to Servers and Workstation using Remote Desktop Management and Dame Ware.

Troubleshoot Routers, Modems, and Switches by pinging Router’s IP address, Host, accessing Router in IE to check for WAN and VPN IP address.

Dispatch field tech for Hot Swaps of Hard Drives, Printers, Workstations, and Routers after troubleshooting procedures.

Re-imaging workstation and servers using Ghost.

Averaging 40 calls a day.

Software: - Windows XP, Office 2003, Outlook 2003, Symantec Ghost, Symantec Norton Antivirus, Remote Desktop Management, Dame ware, TPS, Tax Works, Rapid Refund.

Hardware – IBM, Dell Computers, HP Printers, Lexmark T-644, Brother Printers, Cisco Routers.

9/10/2007 Wheels Inc. – 666 Garland Place, Des Plaines, IL 60016

5/29/2009 PC/LAN Support – Position is secondary support to the Technical Helpdesk and provides phone coverage for internal / external end users. Support objectives and specific tasks including: Desktops, Laptops operating systems desktop utilities and peripherals. Provide technical support of associated programs and utilities that can not be resolved by the Technical Helpdesk 1st level role. Participate in the annual DR (Disaster Recovery), test and configure 236 desktops using roll out technology at the DR site.

Create New User IDs in the corresponding department’s OU in Active Directory, setting up user profile, home drive, password security, and making sure the Email address in Exchange was created.

Responsible for, with manager approval, grant and monitor security access to files and folders.

Receive phone calls/email and trouble shoot and diagnose any network problems and user access to the network, network printers, Office 2000-2003, in house software by walking user through diagnosing issue or Remote Connect to PC via Gen Control software to resolve issues.

Troubleshoot and configure email, Outlook 2003, for problems and accessibility.

Phone support for all internal and external users.

Take owner ship of network, user, printer email problems and all projects and assignments assigned to me.

Build and Repair new pc for new users by down loading a corporate image, using Ghost, from the network. Naming the Pc using company naming convention and joining it to the Domain, then moving the PC name to its Departmental OU using Active Directory and Hyena.

Repair/Rebuild/ Replaced power supply, duel video cards, cooling fans, mother boards, CD/DVD ROMs, hard drives for Desktop and Laptops.

Deployment/Moves/Setups/Migration of new Desktops and Laptops for new users or departmental moves to new locations. (Internal customer moves).

Push/Install F-Secure, Anti Virus Program to pc and installing all Windows Updates.

Configure and Installing network printer to new user pc corresponding to department. Provided technical support in implementing PC moves, performance tuning, migrations, upgrades, configurations and repairing of all laptops, and desktops. Replace and upgrade their memory, hard drives, NIC cards, and Power supplies.

Set up, Create, Modify user ID in Exchange Server and maintain/support of public folders and directories.

Add and Modify new/transferred users to the company phone book. Configured rights and access levels to different in house software application.

Create/Modify users for Right Fax, setting up new fax numbers.

Install, trouble shoot and configure Network printers by adding them to the Domain either using a static IP. Or setting them up with DHCP using Active Directory, Hyena or Jet Admin. Also install local printers.

Installed new cabling to Wiring Closets using cable management.

Maintained inventory of Desktops, Monitors, Network Cables, Hard drive, Printers, Computer cleaning products, and accessories. Ordered product with manager’s approval.

Install, Trouble shoot, setup and configure Power supply, Hard drives, printers, Dual Video display Cards, Scanners, Fax Machines and Cooling Fans.

Maintained PC in good running order by doing a preventive maintenance on them when possible. Ran Check Disk, Defrag, and dust off cooling fans, processors and power supply.

Calling an off site Printer Services for any printer, copier and fax machine that needed repair.

Shipping out defective monitors, which were in warranty, for repair.

Provide and Track phone support for internal/external users using Tack-IT.

Software: - Windows XP, Blue Pumpkin, Office 2003, Outlook 2003, MAP, Fleet View, Active Directory, Hyena, Web Jet Admin, Exchange Server, HOMER, Adobe Acrobat, Symantec Ghost, F-Secure. SysPrep, GenControl, RAdmin, Track-It, Remedy, Remote Desktop Management.

Hardware – IBM, Lenovo Think Pad Laptops, HP Printers, Fujitsu Scanners

9/11/2006 AllScripts Inc. – 2401 Commerce Dr. Libertyville, IL

9/06/2007 Technical Support eRX – Member of Medication Service Group (MSG) of AllScripts, leading provider of comprehensive prescribing and dispensing medication solutions for healthcare providers.

Duties:

Resolve inbound customer/field service calls and concerns regarding hardware/software issues. Building and configuration of hardware/software setups for Allscripts Direct.

Taking care of the day to day operations of creating user ID accounts using User Manager, Netware and set up security to files and folders within the network drives in regards to specific departments. Assure server connectivity to the network by responding to outages and replacing or adding new hard ware/software.

Maintain customer satisfaction rating of 95% or better.

Maintain departmental target SLA for communication.

Building, configuring and marinating Windows XP Pro, 2000/2003 server professional hardware.

Resolution of inbound customer and field representative’s questions and concerns.

Installing, configuring, repairing, and trouble shooting Touch Scripts 4.3/7.7. Provide technical support to user with question on dispensing, printing scripts, setting up new user’s, faxing problems, editing drug inventory.

Internal and external client training on Touch Scripts 4.3, 7.7 and Touch Works 9.2 and 10.1.

Order and ship new hardware for, Monitors, Modems, Touch Screen Monitors, preconfigured PC with either Touch Scripts 4.3, 7.7 or Touch Works 9.2 and 10.1.

Assisted, coordinated and provided technical support in implementing PC moves, performance tuning, migrations, upgrades, configurations and repairing of all laptops, desktops, and tablets. Replace and upgrade their memory, hard drives, NIC cards, and Power supplies.

Installed, maintained and configured HP LaserJet/DeskJet Printers both personal and on the network side. Install patches and resolve software, driver issues. Would perform customer system backups and recovery when performing system upgrades.

Software – Touch Scripts 4.3, 7.7, Touch Works 9.1, 10.1, Windows 95 – XP, Windows Office 2k – XP, RAdmin, Remedy

Hardware – ELO Touchscreen Monitors, Dell OptiPlex, Dell Axim iPaq, Palm Tungsten E2 (Palm One), Ipaq 2790, Printer Lexmark E310, iPaq 3850, Lexmark E220, Lexmark E312, Lexmark E322

1/06 Kraft Foods – Waukegan Rd. Glenview, IL

9/06 Team Lead – eDesk Deployment Migration Team – In charge of 6 technicians in 2 remote locations working to insure the migration to Windows XP, Windows Office 2003, Microsoft Outlook 2003, NetMeeting, Office Communication 2005 iPass, and Oracle roll out.

Duties:

Trained technicians on how to implement a Pre-Check and a Post Check on each machine before and after a successful migration.

Set up migration schedules for pc or laptops to be migrated for that night and assign them to the technicians to run pre-checks on pc or laptops.

Upgrade of Lotus Notes 5 to Lotus 6.5r. And migrating user’s ID and database.

Technicians would gather the Pre-Check information checking for computer name, serial number backing up user’s PST, Word Docs, Excel, and Power Point files.

I would take user ID and PC information and create a new computer name on the new domain using Active Directory.

I wound monitor the jobs in both remote locations with pc monitoring tool to insure that the Norton Ghost migration started and was backing up the user’s personal and computer information.

After the migration, technicians would run a Post-Upgrade Procedure to insure that the pc or laptop joined the new domain and the user’s personal files, network /local printers, all network drive mappings, PST files, were downloaded.

Troubles shoot any problems that would come up after and during the migration. Was in constant communication with Project leads, Developers, and Manager with daily status of the project.

Software – Window XP, Windows Office 2003, Windows Outlook, NetMetting, iPass, VPN, Office

Communicator 2005, Lotus Notes 6r, Remedy, Norton Ghost.

Hardware – IBM T40/42 Laptops, Tablets, IBM Desktops, iPAQ, Black Berry, Hand held devices,

HP DeskJet/Laser printers.

2/05 Abbott Laboratories – 1615 Lakeside Dr. Waukegan, IL 60085

01/06 Systems Analyst – Interface with multiple internal departments to resolve scripting issues and develop written procedures for field engineers and customers, reproduce and resolve technical problems in a virtual environment lab.

Duties:

Setting up group, security, and group policy to IDs files and folders and provided support with any login or security issue that a user might have.

Create, support, trouble shoot, configure and train personal on using Microsoft Virtual PC 2004 software in a testing environment. Assigning Group Policy to virtual machines, apply standard and restrictive permissions to both User and Computer Configurations of the Policy for testing purposes. Link, Add, Remove, Enforce, Create new policy, and Copy policies to an OU. Add Virtual machines to Domain using Active Directory.

Create Virtual Environment for Global Deployment of Lotus Notes 5.0 to Notes R6.5. Create, install and configure AD server, Lotus Domino, and Notes Servers. Create Workstations, install and configure Notes for deployment.

Test, Extract and Deploy Data Base and SQAP files. Modify and unregistered/register DLL files using REGSVR32. Modify the Login.asp file with the updated Block of Code and edit XML files.

Running and Testing Lotus Notes Domino 6.5.4 Client Deployment Scripts. Testing scripts for Global Deployment of Notes6.5.4 by Controlled Domain Account Authentication, Local Workstation Authentication, and Domain Account Authentication.

Installing, configuring, troubleshooting, and supporting Windows XP/2000/2003, Office XP, Office 2000, Adobe Acrobat Reader, and Lotus Notes. Provide support to SQL Programmers Oracle 9i, POMSnet, trouble shooting and maintaining Dell desktop, laptop, tablets, hardware peripherals, corporate software, and basic networking issues.

Install, configure, and trouble shoot, and Convert Windows Excel and Windows Word Documents into Acrobat Reader PDF files.

Monitored Server and provided hard drive cleanup by compressing files using WinZip and backing up Zip files to DVD.

Software: Windows 2000-2003-XP, Lotus Notes 5.0 and 6.5.4, POMSnet, Honeywell, Oracle9i,

Remedy, Microsoft Virtual PC 2004, Norton Antivirus, Norton Ghost, Internet Explorer 4.0-6.0

Hardware: Dell Desktop/Laptops, HP LaserJet DeskJet Printers, HPP Hand Scanners, Toledo

Mettler Scales, Tektronix Serial Devices, Linux Switch Box.

8/04 Chicago Board of Trade - 141 W. Jackson Blvd, Chicago, IL 60604-2994

1/05 System Specialist - Duties: Provide 2nd and 3rd level onsite technical support in a fast pace Windows XP, Windows 2000, and corporate wide environment using Windows Active Directory. Responsible for pushing out software to users through ZEN Works using Console one. Creating/deleting user accounts, groups, and assigning users and group rights. Setting up shared volumes, and directories, associating applications to groups, editing and assigning group policies. Work with demanding, expert users of personal computers.

Installing, configuring, troubleshooting, and supporting Windows XP/2000, Office XP, Office 2000, Group wise and 3rd party software and hardware. Provide support to traders on the trading floor, trouble shooting and maintaining Fujitsu/Dell desktop, laptop, tablets, hardware peripherals, corporate software, and basic networking issues.

To provide dependable and timely resolutions to customer’s questions, I would try quick resolution over the phone, if possible, using the knowledge base or remote tools using PC Anywhere to help customers resolve technical issues. I would escalate problems, after exhausting all avenues, guidelines and procedures by entering trouble tickets in Remedy and route them to the appropriate groups. Responsible for trouble shooting and documenting common issues and solutions with suggested trouble shooting techniques and update the knowledgebase for future reference and training.

Assisted, coordinated and provided technical support in implementing PC moves, performance tuning, migrations, upgrades, configurations of all laptops, desktops, and tablets. Replace and upgrade their memory, hard drives, NIC cards, and Power supplies. Installed, maintained and configured HP LaserJet/DeskJet Printers both personal and on the network side. Install patches and resolve software, driver issues. Would perform customer system backups and recovery when performing system upgrades.

Created, configured, tested and deployed Images using Symantec Ghost and Ghost walk. This would include installing, configuring and trouble shooting the Windows XP OS, Corporate Standard and 3rd party software to Desktop, Laptops, Tablets and insure connectivity to the Domain. Insure confidentiality, integrity and availability of data by implementing industry standard controls and procedures. Facilitate integration and support of business-critical hosted applications.

Resolve daily support issues related to Virus, and Spam using Norton Anti Virus, MacAfee, SpyBot and Ad-Aware software.

Install, configure, trouble shoot, support HP Personal Printers, Network printers, Scanners, docking stations, black berry, pda, and help create, resolve, document ticket problems through Remedy.

Installed, configured, troubleshot, supported and resolved any problems with Group Wise, Office 2000/XP, ODS 1.4, Exchange, MSIS, Putty, Oracle 9i, Oracle 6i full, Remote ware, Syntrac, Business Objects, InPharm, Microsoft Outlook. Configure IE for using proxy servers.

Trouble shoot/Install AutoCAD for glitches, files not found, and new configurations.

Software: Windows 2000/2003/ XP, Oracle9i, 6i, Office 2000 st/pro, Office XP st/pro, Group Wise, Remedy, Toad, VPN, EarthLink, PCAnywhere, Terminal Services, Internet Explorer 4.0 – 6.0, Norton Ghost, AutoCAD.

Hardware: HP Servers, Dell Computer, Dell Laptops, Dell Monitors, HP Printers.

7/2000 Zurich Kemper Life - 1900 McConner Parkway, Schaumburg, Il

8/2004 LAN Operation/Level III/PC Support - Effectively escalate and document all support calls for which resolution at Level 2 is not possible. Research, provide and document confident, accurate solutions to user problems on a timely basis. Maintain the call tracking system through the input of resolution to issues and/or tracking issues that are escalated to a higher level. An ability to work with minimum supervision and guidelines, willingness to work overtime, including weekends, and 24x7 rotations as required.

Duties:

Taking care of the day to day operations of creating user ID accounts using User Manager, Netware and set up security to files and folders within the network drives in regards to specific departments. Assure server connectivity to the network by monitoring, responding to outages by replacing or adding new hard ware/software by submitting Change Management Procedure as to what is to be done and who or what would the change or upgrade impact. I would then attend meetings to discuss the change, which it would impact, backup plan and the most appropriate time to implement the change.

Adding rights to users when requests are made and verifying that all users’ rights are appropriately approved by the correct departments or dept manager. Answering user’s software questions and training them to use the new hardware/software installed on their PCs. Installed, configured, and trouble shoot SPAM using Norton Anti Virus by quarantine infected files and deleting them. Evaluate and prioritize desk top tickets. Imaging PC with the corporate standard software for individual departments using Ghost and deploying PC.

Installed, configured and trouble shoot Windows Out look Express 6.0, Windows Office 97-2000 (Excel, Word, Access, Power Point, Out Look), Migrate from Windows NT to 2000 and to XP, Lotus Notes R5, Web Jet Admin, Legato Networker 6.0 Client, Novell 4.x, Arc Serve, Netscape, Windows Explorer, Norton Anti Virus,

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