Thomas S, Treanor

*** ******* **** ****

Franklin, TN 37069

615-***-****

adb8k4@r.postjobfree.com

TECHNICAL SKILLS: Windows Server, Windows Operating Systems, Microsoft Office.

CERTIFICATIONS: CompTIA A+, Security+; ITIL Foundation version3; MCTS Windows 7

SECURITY CLEARANCE: Department of Defense secret security clearance

EDUCATION: Nashville State Technical Institute Nashville, TN A.S., Computer Accounting

EXPERIENCE:

2013 – 2020 HCL America, Inc. – Franklin TN

Client Support Analyst II

Ford Motor Credit Business Center Hardware support.

Ford Motor Credit Business Center application support.

Ford Motor Credit Remote client support.

SILAS Administration. Mainframe access and support.

Log and track inquiries using Remedy problem management database and maintain history records and related documentation.

2010 – 2013 Dell – Nashville TN

Client Support Analyst II

Reset Active Directory (AD) accounts.

Activate Blackberry devices.

Troubleshoot Microsoft Applications.

Answer help desk telephone for Army Enterprise Service Desk (AESD).

Assist customers with Microsoft Office Applications (AESD).

Determine root cause of issues and route accordingly (AESD).

Log and track inquiries using Remedy, R11 and R12 problem management databases (AESD).

Answer help desk telephone for Army Knowledge Online (AKO) and respond to customer inquiries..

Assist customer with resetting access rights (AKO).

Resolve and/or refer technical problems as appropriate (AKO).

Follow up with customer to ensure that customer inquires are resolved within the contracted time frame (AKO).

Log and track inquires using RightNow problem management database (AKO).

2008 – 2009 CSC, Global Outsourcing Services – Nashville TN

Client Support Analyst II

Reset Active Directory (AD) accounts.

Troubleshoot Microsoft Office Applications.

Answer help desk telephones for assigned account(s) and respond to moderately complex customer inquiries to ensure customer needs are met.

Assist the customer in resolving complex technical problems on a primary account by providing guidance

regarding software and hardware problems.

Resolve and/or refer highly complex technical problems as appropriate.

Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon

time frame.

Log and track inquiries using Remedy problem management database and maintain history records and related

documentation.

Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are successfully

resolved.

Analyze and evaluate inquiry/problem reports and makes recommendations to reduce help desk call rates.

Provide leadership and work guidance to less experienced personnel.

Healthcare Specific Applications:

PCOSS – A mainframe pharmacy application. Highly secured, responsible for connectivity issues, password resets verifying users thru active directory mainframe security database.

EMR/EHR – Display boards used throughout hospital. Responsible for connectivity issues.

1989 - 2008 Elan - Polo, Inc. – Nashville, TN

Computer Operations:

Create Active Directory (AD) accounts for users in the Elan Polo (EP) domain

Maintain (add and remove) AD user group membership for EP environment

Procurement of EP hardware including PC’s, laptops and servers

Configure, upgrade and repair EP hardware including PC’s, laptops and servers

Mange software licenses for EP environment

Troubleshoot 3rd tier user problems involving PC software for EP environment

Create Louts Notes accounts for (EP personnel in all locations (using Domino Admin client V7

Monitor mail box routers for SMTP mail and Notes servers for mail size and routing issues

Maintain, create and delete Lotus notes groups for EP environment

Create replicas of mail files and application databases on various primary and failover servers

Create mail, ACL and multipurpose groups for the Notes environment

Troubleshoot SMTP and internal mail routing issues experienced by users

Reboot Domino mail and application servers on a weekly schedule per domino maintenance requirements

Provide assistance in either enabling or instructing users on delegation of rights to their mail files

Create accounts on EP BlackBerry Enterprise Servers (BES).

Enable filtering options on Blackberry accounts as well as provide over the air password activation

Monitor network via Symantec Anti-Virus Corporate v11 for spam/executable filtering and virus scanning

Monitor backup jobs via Symantec BackUp Exec v12.5 for Lotus Domino, Microsoft SharePoint and SQL servers.

Monitor and assist users with local PC backup via EP LAN SAN

Responsible for the collection of daily and weekly backup tapes and logs once backups completed.

Monitor network security and VPN access via WatchGuard Firebox firewall

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