Service Desktop Support

Edward Coyle

Phone: 848-***-****

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

*/****

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SUMMARY

Over 15 years experience performing project deployments of POS, PC and server refreshes occasionally as lead. These assignments often create time sensitive troubleshooting situations that may go beyond the scope of the project. Some of these projects have required air travel or long commutes and overnight stays. There are, more often than not, several layers of customers and contacts that need to be satisfied which creates an environment requiring an extremely high level of performance. I have a proven ability to work proficiently in this environment which demonstrates a high level of professionalism and competence.

TECHNICAL

Hardware:

Strong mechanical aptitude/ Installation break fix and configuration of IBM based POS PC’s and Servers. SCSI, Raid, Dell PC's and servers, 802.11, Cisco, VTC, Polycom HDX 4000, Tandberg, Ethernet, Lexmark, Xerox &HP printers, Fujitsu scanners, CAC, biometric fingerprint scanners.

OS Environments:

Expert in Windows 3.x/95/98/2000/XP/2003/Vista. and Win7. Shell and configuration experience in Cisco, UNIX/Linux & DOS, BIOS

Languages:

Some professional experience using Java, JavaScript, HTML, ODBC, SQL, XML, IBM Macros, DOS

Applications:

MS Office, Exchange, WSUS SCCM, DNS, AD, DHCP, Hyena, Remote Desktop, Dragon Medical 10.10, Approvit, Lotus forms viewer, PureEdge, Symantec Exec 10d, McAfee ePolicy Orchestrator, MS Backup, Ghost Imaging, Remedy, Aloha, Encore, Service Desk, Envisionware, drivers updates, registry modification and others.

IT Certifications:

A+ (Certificate # COMP001001364122)(2003)

Network+ (Certificate # COMP001001364122)(2008)

Security+ (Certificate # COMP001001364122)(2010)

MCSA 2000:Security (Microsoft Certified Professional ID: 2950265)

Dell 577 Basic Wireless Technology - Certification 5/7/2009

IBM Websphere Commerce Suite 4.1 Implementation Specialist (may have expired)

PROFESSIONAL

EXPERIENCE

Independent consultant/contractor

1999- present

The following companies have contracted me to provide field service support for deployment projects and service calls on an on-call basis. Over 500 service calls have been provided for these companies and more, with a very high standard of performance.

FieldNation.com

Universal DataComm

OnForce.com

Core Technology Solutions

Witnet Inc.

WorkMarket.com

These projects include the following: POS, POS Controllers kiosk installs, TV firmware updates, printer installs, router installs, phone system roll-outs, Cat5e/6e cable runs, software deployments & upgrades on IBM based computer systems, including servers, and field service troubleshooting & repairs on IBM based computer systems, including servers and other technologies.

Ruchman Associates. Inc.

Jessup MD

IT Specialist

12/2010 - 3/2012

Contract position to the U.S. Army’s Walson Medical Support Element at Fort Dix. Desktop Support with Hardware, OS troubleshooting, registry modification, BIOS configuration and occasional networking. Managed Dell workstation warranty service scheduling. VTC setups Polycom HDX 4000, & Tandberg,

WinXP, MS Office 2003 environment. Current ongoing projects: Win7 deployment.

Maplewood Public Library

Maplewood NJ

Windows Administrator

2/2009 - 4/2010

Part-time position (10 hours per week) providing in-house IT support including break/fix, administration of Win2003 server on a Dell 2800 and 100+ Dell workstations. Managed Dell workstation warranty service scheduling.

Accomplishments:

Identified long standing network performance issue as a switch mis-configuration and made required configuration changes Cisco router.

Utilized OpenDNS as failure-over during the infrequent inaccessibility of the local DNS server.

Addressed existing disk space limitation by expanding the existing RAID volume,

by adding a new hard disk drive and expanding existing volumes into it.

Added time server services to the local server to address printer network issues.

Modified and implemented new backup strategy using Symantec Backup Exec 10d.

Fastteks

Florham Park NJ

On-call Field Technician

2/2009 - 1/2010

Desktop and break/fix support mainly for the home users and SOHO with occasional commercial clients. Part-time on-call position.

Electronic System Services

Clarksburg MD

Field Technician

5/2008 – 10-2008

Main duties focus on a project for a major fast food chain incorporating new menu items and a small remodel (Par, Panasonic). POS cabling(cat5e, video and serial) is moved to a temporary position and later moved to a permanent position. New remote terminals and monitors installed. New menu items are programmed for routing.

Agilysys Inc.

Taylors, SC

3550 Rutherford Road

Customer Engineer II

5/2008 – 10-2008

Duties included repair replacement and configuration of the following equipment: IBM POS terminals, RS6000 F40, IBM NetVista PC’s, Symbol access points, wireless handheld terminals, scanner/scales, Hypercom ICE6000 electronic funds transfer devices, token ring and Ethernet hubs and switches and numerous printers. Update problem tracking systems and document service calls in Remedy.

Ocean Computer Group

Ocean NJ

WebSphere Developer

1996 - 2001

Same employer as above. Promoted from Field Technician. Team member developing e-commerce sites using IBM Websphere Commerce Suite 4.1. Technologies used Java, JavaScript, Html, SQL, Dreamweaver and others.

Field Service Technician

Main duties involved field service of Windows based PC systems, which involved troubleshooting, hardware replacement, system and network configuration, and installation of OS and device drivers, and patches in the MS Windows and DOS environments. Also service and repair of IBM midrange servers, workstations and related peripherals, which included hardware replacement and system configuration in IBM’s SSP and OS/400 environments.

EDUCATION

TRAINING

1993 – 1997

Brookdale Community College

Lincroft NJ

Degree candidate AAS in Computer Science. 69 credits

11/2008

New Horizons Computer Learning Center

Iselin, NJ

Linux+, Cisco and Network+ Certification training.

1977 – 1979

Rutgers University

Piscataway NJ

Undergraduate studies.

5/2003

TechTrain

Clarksburg, MD 20871

MCSE2000 bootcamp

3/2000

Netcom Information Technologies Inc.

Long Island City NY

Certification Training

Linux Administration using Red Hat

5/1998

IBM Training Services

Leesburg VA

VisualAge for Java to WebSphere 3.12 bootcamp

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