Support Technician System Security
Resume:
Paul Ressler
****** Meadowood Drive
McLoud, OK *4851
********@*****.***
CERTIFICATIONS
● CompTIA A+
● Adaptec/ACSP (Storage Management)
● GIAC/GSEC (General System Security)
● GIAC/GCWN (Windows System Security)
HARDWARE
● Intel x86 based servers & minicomputers
● Apple Macintosh minicomputers and servers
● Storage (RAID (SATA and SCSI) & DASD)
● iOS (iPhone/iPad) devices
● Android devices
● BlackBerry handheld devices
● WYSE Thin Clients
OPERATING SYSTEMS and ENVIRONMENTS
● MS Windows client (version 10 and previous)
● MS Windows server (2000 through 2012)
● MacOS (system 7.x through 10.x)
● Microsoft Exchange / Outlook
● Active Directory (2000 - 2012)
● Citrix Metaframe (1.8/XP) / Presentation Server
● Microsoft System Center (SCCM)
● CRM tools (such as Remedy, Service now, ZOHO Me manage Engine) ACCOMPLISHMENTS
• Established system of spare (loaner) pre-configured computers to minimize system/instrument downtime and maximize end user productivity resulting in a $50,000 saving over 12 months (Johnson
& Johnson PRD)
• Project lead for client side implementation (Macintosh/PC) of SQL based Digital Assets Management program, maximizing SAN storage utilization and decreasing image licensing fees by about 30% (Telescope / Harcourt School Publishers)
• Project lead for the beta test of Microsoft's OfficeMac 2001 (Harcourt, Inc. - cross divisional)
• Team Leader/Assistant Divisional Manager for start up of Macintosh hardware sales division including training, scheduling and traffic management in a Call Center environment (MacSystems Warehouse)
• Project lead for the implementation of a Windows based PC platform from initial hardware selection through end user training (Hamilton Health Center)
• Citrix Presentation Server farm maintenance, including virtual desktop applications and main line of business application access (Hamilton Health Center)
• Compiled and maintained a Pre-Execution Environment bootable CD for PC diagnostic, repair and remediation use, reducing incident response time and minimizing malware exposure, and allowing recovery of production files from failed hard drives (Johnson & Johnson; Zausner Foods)
• Instituted Disk Imaging (cloning) program for new PC rollout, reducing PC set-up time from 2 - 3 hours to under 1 hour for the standard PC (Holy Spirit Hospital, Hamilton Health Center)
• Developed and updated (as required) a library of standard PC images to insure consistency of support and user experience (Zausner Foods, Hamilton Health Center)
• Redesigned off the shelf server package to minimize costs while maintaining quality product
(DataComm Warehouse)
• Instituted a Virtual Private Network (VPN), reducing long distance telephone charges by greater than 80% between branch and home offices by (Sun Atlantic) EDUCATION
AA in Business Administration (Bergen Community College) EXPERIENCE:
04/22 - 10/23 Senior Endpoint Support Analyst p0(Cox Automotive Mobility/Spiers New Technologies), Oklahoma City, OK
Support of end users and devices in an Industrial high tech environment; deployment and support of manufacturing and industrial test and evaluation computers; end user and device migration from an unmanaged environment to a centrally managed semi-autonomous Enterprise environment. 07/21 - 01/22 TECHNICAL SUPPORT (Chickasaw Nation Industries, Norman, OK Phone and onsite support for end-users and hardware in a distributed hybrid workplace; PC system configuration and deployment; Active Directory account maintenance using ZOHO Manage Engine suite; asset management (via Manage Engine); WebEX account administration; Office 365/MS OneDrive support; remote software deployment.
04/21 - 05/21 DEPLOYMENT TECHNICIAN (Sonic/Inspire Brands, Oklahoma City, OK) Backfill for deployment and refresh project
03/21 - 04/21 - DEPLOYMENT TECHNICIAN (OU Medical Services, Oklahoma City, OK) Imaging and deployment of PC systems in a Health Care environment. 10/20 - NETWORK SUPPORT ANALYST ( JC Penney, Shawnee, OK) Performed the network hardware recovery for JC Penney location in Shawnee, OK, dismantling network rack equipment and preparation for shipment to designated recovery center. 03/20 - 04/20 - CUSTOMER SERVICE REPRESENTATIVE (NTT Data, Oklahoma City, OK) Telephone support for the Massachusetts Health Care Connector 08/14 – 10/16– DESKTOP ENGINEER II (Questeq, Inc. at Greencastle-Antrim School District, Greencastle, PA)
Network account creation and maintenance; Virtual machine creation and maintenance in a VM Ware environment; Client support (Laptop/Desktop/End User) for two of four district schools; IP Phone system support; COTS and Web based application support; Application performance and connectivity troubleshooting Root cause analysis of network issues; Windows 8 / 10 beta tester; Client migration to a Linux/Windows RDP environment for older hardware; Wireless access management (endpoint and WAP)
11/12 – 12/13 – TECHNICAL SUPPORT ANALYST (Technisource (Randstad), Mechanicsburg, PA) Account unlocks and resets (password reset and account re-enable); PKI (SHA 2) certificate management; Application support (local and Web based); Application performance and connectivity troubleshooting Root cause analysis of unique client side issues; Trouble ticket creation, modification and resolution (Remedy ARS); Knowledgebase article creation and modification (Remedy ARS) 03/12 – 06-12 – (contract) WINDOWS 7 MIGRATION TEAM LEAD (Banner Desert Medical Center, Mesa, AZ)
Systems inventory and upgrade suitability evaluation; Image application and end user configuration; Image/upgrade failure analysis and remediation; Project tracking, forecasting and reporting; Team supervision (four technicians/rollout team)
05/10 – 01/12 – (contract) DESKTOP SUPPORT ANALYST (APS Healthcare, Mechanicsburg, PA) Configuration and support of Desktop and Notebook systems in a distributed environment; Windows 7 beta tester, prior to Enterprise rollout of the new operating system including application compatibility testing; Deployment of Windows 7 to end user population including data migration and non-standard application testing and mitigation; Cisco VPN support; Security response/virus remediation; End user orientation and training, including post Window 7 migration training; Active Directory account maintenance; Break/Fix support for desktop/laptop systems; BES/Blackberry configuration and support Laptop encryption deployment and support (Guardian Edge); Pre-deployment application evaluation and testing (Windows XP); Development and testing of simple scripting (to address specific issues in the Desktop environment); AirCard (Verizon / ATT) installation, management and troubleshooting including Verizon Access Manager 05/08 – 05/10 – IT SUPPORT ANALYST (Hamilton Health Center, Harrisburg, PA) Configuration and maintenance of Citrix Presentation Server farm; Security and incident response for a distributed 150 seat environment; Break/Fix support for servers/workstations/laptop systems; Windows Server 2003 maintenance (incl. patch management/updates, emergency restarts); Active Directory account setup and maintenance (including Exchange 2003); Storage analysis and maintenance (DASD, RAID); IIS 6 Server build and initial configuration (setup, securityAccount creation and maintenance (EHS Care Revolution Practice Management System, aka EHS); Implementation of electronic dictation/transcription system (part of move to Federally mandated EMR); PC image library development and maintenance; Backup solution implementation and maintenance; Specification, testing, configuration and implementation of Windows XP based, Window 7 capable portable computing platform (Lenovo X200 Tablet PC’s; Citrix Client; dual VPN solution); Wireless communication management (Server to Desktop, including WAP)Lo 01/08 – 04/08 – (contract) NETWORK and DESKTOP SUPPORT ANALYST (Zausner Foods Corp., New Holland, PA)
09/07 – 12/07 – (contract) TECHNICAL SUPPORT ANALYST (BAE Systems, York, PA) 06/07 - 9/07 – (contract) TECHNICAL SUPPORT ANALYST (Johnson Controls, Inc., York, PA) 10/06 – 5/07 – TECHNICAL SUPPORT ANALYST (Conde Nast Publications, Wilmington, DE) Remote (telephone) support of a large distributed mixed PC and Macintosh network (40% PC/60% Macintosh) including all facets of Enterprise mini-computer support; Active Directory administration including account creation, deactivation, rights assignment/modification and maintenance; Password resets (Active Directory and PeopleSoft); PeopleSoft account creation and administration; Remote system administration using LANDesk and Timbuktu; Cisco and Juniper SSL VPN support; RSA SecureID account support and maintenance; Adobe InDesign, InCopy and K4 support; Lotus Notes client support; Palm Treo support (including OTA re-provisioning) 05/05 - 10/06 – (contract) SYSTEMS ANALYST (INSTRUMENT PC) (J&J Pharmaceutical R&D, Springhouse, PA)
Sole support provider for non-validated laboratory instrument computers at the J&JPRD Research and Early Development laboratories at the Spring House, PA site.; Install and upgrade standard and non-standard lab system computers, operating systems and vendor software; Installation, configuration and maintenance of Waters Company programs including NuGenesis SDMS and MassLynx; Moves, adds and changes to both network and non-networked PC's and computer peripherals; Configuration and maintenance of printers; Installation and configuration of SCSI instrumentation including scanners, flow control devices, counters and scintillation recorders; Installation and maintenance of bar code scanners and Zebra brand bar code printers; Maintenance of OS patch levels (Windows XP); Maintenance and upgrade of Red Hat Linux based MRI instruments
(Bruker); Installation and configuration of anti-virus software (McAfee Enterprise 8.0i and AsAP); Diagnose login and network problems; Hardware break-fix support Maintenance of asset inventory database; Enforcement of all local and worldwide security policies; Monitor request and incident queue (Remedy-based system); close and document ticket activity. 11/04 - 04/05 – (contract) TECHNICAL SUPPORT ANALYST (Bayada Nurses, Langhorne, PA) 3/04 - 9/04 – (contract) TECHNICAL SUPPORT ANALYST (Adaptec, Inc., Orlando, FL) Supported full range of Adaptec products including RAID, SATA and SCSI controllers, IEEE1394
(Firewire) and USB 1.1/2. on all operating systems including SCO Unix, Netware, Windows
(NT/2000/2003) and Red Hat family OS’es; Help Desk update (Remedy); “Best effort” support of attached SCSI, USB and IEEE1394 devices including digital video recorders, scanners, RAID enclosures and tape backup devices; Review and maintenance of internal and external (customer facing) knowledgebase
11/03 - 12/03 - TECHNICAL SUPPORT/HELP DESK (Earthlink Networks, Harrisburg, PA) 4/03 - 7/03 – (contract) TECHNICAL SUPPORT ANALYST (David's Bridal, Inc., Conshohocken, PA) 1/03 - 4/03 – (contract) DESKTOP SUPPORT ANALYST, (Naval Inventory Control Point, Mechanicsburg, PA)
11/02 - 12/02 – (contract) PC ANALYST (J&J/Merck Consumer Pharmaceuticals, Lancaster, PA) 7/02 - 8/02 – (contract) HELP DESK TECHNICIAN (Pennsylvania Chamber of Business and Industry, Harrisburg, PA)
1/00 - 6/02 - SENIOR DESKTOP SUPPORT ANALYST (Harcourt School Publishers, Orlando, FL) Level I/II/III Help Desk and desktop support of an 850 node mixed PC/Mac network (onsite), and 200+ remote PC notebooks; Monitored SAN space utilization across multiple volumes; Monitored and responded to virus/malware incursions and potential threats; Formulated and applied client-side network security during development and rollout of Windows 2000 Professional image to 200+ remote and executive and 200 in-house users; Developed, updated and maintained Windows 95(B) and Windows 2000 Professional desktop and notebook images; Initiated development of new Windows XP image for new notebooks and desktops in preparation for a Q3, 2002 - Q2, 2003 migration; Project Manager / Project Lead for the Beta test of Microsoft's OfficeMac 2001 (for Microsoft) at Harcourt, Inc.; IIS 5.0 / 5.1 system build and setup; Expanded sourcing for maintenance and emergency replacement parts and systems; Served as back-up to Sr. Network Administrator, assisting in tape backups, emergency server restarts and general system maintenance; Along with the Sr. Network Admin, designed and implemented test (lab) network including developing a Linux based production image for possible use as a Windows replacement 1/99 - 1/00 - NETWORK SPECIALIST (Holy Spirit Hospital, Camp Hill, PA) 11/98 - 12/98 – (contract) PC/LAN ANALYST (New Holland, NA, New Holland, PA) 9/98 - 10/98 – (contract) PC/LAN ANALYST (Dauphin Deposit Bank, Harrisburg, PA) 7/98 - 8/98 – (contract) PC/MAC ANALYST (Harcourt Brace & Co., Orlando, FL) 2/98 -7/98 - PC TECHNICIAN (Techno Nerds, Orlando, FL) 9/97 - 2/98 - TECHNICAL SALES ADMINISTRATOR (SALES MANAGER) (Sun Atlantic Corporation, Orlando, FL)
12/93 - 8/96 VARIOUS PROGRESSIVE POSITIONS (MICROWAREHOUSE, INC., Lakewood, NJ)
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