Information Technology Help Desk
Resume:
Dennis “Guinness” Hester
Experienced I.T. Professional
Jeffersonville, IN 47130
https://www.linkedin.com/in/guinness-hester-5bb791236/
**************@*****.***
EXPERIENCE
Saibhre, Las Vegas, NV, Louisville, KY Remote —Information Technology Consultant
Jan 2023 - Present
Performing the job duties/roles of CTO for startup organization. Analyzing issues/dataset, determining technology infrastructure, selecting solutions, coding final product. Conducting user and management reviews.
Tech Stack: WP, MySQL, MongoDB, PHP, Python, Hubspot, Agile, Figma, Stripe,
PackagedRight.cn, Louisville, KY Remote —Technical Support Engineer
Jul 2022 - Dec 2023
Started as a Tier1 help desk engineer and worked my way up to Tier3 helpdesk/engineer. Fortigate usage, IPSEC, SSL VPN and access policies. Supported users and branch offices nationally and internationally.
Intrado (West Corporation), Louisville, KY Onsite/Remote —Client/Network Engineer
Sep 2011 - Jul 2022
Expert Level Troubleshooting Skills (OSI Model) and Provided LAN/WAN Troubleshooting support for 300+ different companies/infrastructures. Master Trainer- Trained new hires to the department (10+years training experience - in-person and remote)
Network
• Assist customers with troubleshooting various fortigate firewall changes
• Assist customers in troubleshooting VPN and IPSEC tunnel connectivity issues
• Isolate and lock down workstations involved in network attacks or abuse
• Configuring and verifying QoS is applied and working for customer implementations
• Troubleshooting QoS related issues with transport carriers
• Configuring IP SLA for tracking reachability to be used for troubleshooting purposes or failover
• Create new or edit existing TACACs users and network resources
• Assist customers with planning disaster recovery scenarios related to network connectivity
• Cisco Meraki Administration/Troubleshooting
Voice
• Troubleshoot voice quality issues related to circuit problems, QoS, or network connectivity issues.
• Utilize packet captures, and network monitoring software such as SolarWinds/LiveAction to verify phone signaling and call attributes to troubleshoot voice problems
Prior to Sept 2011
Kindred/Vencor, Louisville, KY - Email Administrator/Manager
Hired as Email Administrator for National LotusNotes Email/Database System, worked with Microsoft Exchange and Unix Send Mail. Managed and Administered email system for 3,000+ users (LotusNotes/Exchange/Webmail)
Papa John's Pizza International, Louisville, KY
- HelpDesk Manager
Hired to set up the company's help desk for Store UNIX-based POS systems and polling processes and field management’s laptops. Designed and implemented helpdesk for corporate (300+ users) and field support (1,000 stores/ 75 District/Area Managers)
EDUCATION
University of Kentucky, Lexington, KY —BBA Finance and Marketing
Graduated GPA 3.0
SKILLS LAN-WAN · Network Operations Center (NOC) · Dynamic Host Configuration Protocol (DHCP) · Cisco Meraki · Fortigate Firewalls · Core Network · Network Performance · Network Testing · Multitasking · IPSec · Virtual Private Network (VPN) · Local Area Network (LAN) · IP Routing · Incident Management · Network Security · Domain Name System (DNS) · Vendor Management · Unified Communications · Internet Protocol Suite (TCP/IP) · Change Management · Information Technology · Firewalls ·Sharepoint ·WordPress · Quickbooks · HRIS.
Hardware Servers, Desktops, Laptops, Routers, Switches, cabling. Cisco Meraki · SD-WAN · LAN-WAN · Wireless Networking · Network Switches. Printers, Accessories
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Certifications
Cisco CCENT
CompTIA Network +
CompTIA A+
Microsoft MCSE
Exchange Server
Windows Server
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