Information Technology Professional Positions
Offering more than 8+years of strong helpdesk support background in IT combined with excellent technical support& various communication applications experience as a helpdesk analyst.
Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.
Quickly learn and master new technology; VPN /Wireless Support and VM Ware experience equally successful in both team and self-directed settings.
Androids: software/hardware, and proficient in a range of computer systems, languages, tools and testing methodologies.
Sidney Lanier High School– Montgomery, Alabama, Diploma 5/81
Emanuel Community Center, Cincinnati, Ohio 1998 – 1999 Training classes at Comp University, Cincinnati, Ohio May 99 – Aug. 99, Computer / Network Technician Training Classes 1997 - 2000
Concurrent Employment with College Studies:
Helpdesk Technician (2000 to Present): Provide networking/desktop support and perform mainframe and account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.
Sales Representative, Circuit City Stores, Incorporated, Office Depot, Cincinnati Bell and Time Warner Cable Stores (2005 to 2009):Leveraged strengths in persuasive communications and consultative sales to earn a reputation as a consistent sales performer for all retailers (including multiple top 10 rankings out of a 100-member sales force).
HDI Helpdesk, (International Certification Standards), Dell Certified: Hardware/Software, Experience troubleshooting,
Cisco 5510 ASA (firewall), Epic Analyst, IBM OS/400,MVS/CICS/ISPF/Mainframe, UNIX, MAC IOS 10.7/NT/2000/XP/Win8/7, TrendMicro OfficeScan, Novell NetWare, AS400 security platforms and ARGO Business Analyst system
DSC Systems, Relational Databases: MS SQL Server, Oracles, MS Access
Visual Basic, SQL, HTML
MAC IOS 10.7, MS Window (Surface Tablet) 8.1/7, Office Suite 10/14, MS Outlook, MS Project, MS Visio & Lotus Notes
TATA Consultancy Service,(Contract PSEG) – Senior IT Network/ Analyst (Feb. 2017 – Jan. 2020) Sharonville, OH.
Network Support: Daily ODC location updates, Service NOW Ticket Systems, access software: PSEG, MDT Mobile Devices Support, PSEG: BYOD, Intelligent HUB and Air Watch, Mobile (Phones) devices ISO and Android applications, Active Directs Accounts, VPN, Cisco Any Connect, RSA Hard and Soft Token, Troubleshoot Desktop, Laptop, Ricoh Printers and Server, Mobile ISO and Android LAN and WAN environment. Windows 10/7 as systems analyst, Possess a strong understanding of theories related to DOS, Windows Office 2016 support, International Service Support (India), MS Lync Instant Massager, Skype for Business support.
Marathon Petroleum, (Cincinnati Renewable Fuels) - IT Network/Deskside Support (Nov. 2015 – Jun. 2016) Cincinnati, OH.
Network Support: Daily DSC systems updates, Remedy Ticket Systems, Set-Up and install IT related equipment Smart Board, Troubleshoot Desktop, Laptop, printer Server, LAN and WAN environment. Administrative rights support with directly with Departments and development of project. Windows 10/8.1/7 as systems analyst. Time management for presentation projects; solve problems, made suggestions for IT improvements, successful track record of accomplishments in computer technical support which includes installing, configuring and troubleshooting hardware and software. Supported, (DCS) Back-up Tapes, windows servers 2003 2008 and networking experience is required remote for Wireless access points, Mobile Device and Software PC Hardware and Software Support Dell & HP hardware. Migrations, transfer data and reimage systems.
ALLEGION (Steel Craft) - IT Service Support (Nov. 2014 – Jan. 2015) Blue Ash, OH.
Supported: Office and Plant set-up and configure desktop, laptop equipment (Dell, HP and Toshiba with Window 7, install and configure Windows 20000, install and configure Windows 2000 Servers. Hand-held Scanners for (E.O.L.) End-Of-Lease Project for 2014. Responsible for Local coordination, installation and ongoing support of various Manufacturing and Administrative computer systems. Microsoft Ticket System update and resolve, technical device support for Plant operators. Set-up: TCP/IP, DNS, WINS, DHCP, SMS, windows 2000. Supported Remote and Wireless users, Active Directory, Hardware and Software Support. Installation and configuration of LAN/MAN cabling, telecommunications (PBX, Voicemail) and Video conferencing. Windows migrations, data transfer. Install and configure switches (Cisco). Responsibility includes break/fix for plant floor equipment.
Resurgent Capital Services – IT Service Desk Support (July 2013 – Oct. 2014) Mason, OH.
Supported: (Work under pressure) Intake Calls from Shellpoint (SMS) Greenville, SC. & Houston, Tx. Access with servers support, Windows 8/7 (Surface Tablets) as systems analyst. CSM Ticket System, Technical phone support for on-site depts. Supported Remote and Wireless users, Active Directory, Symantic Anti-Virus, Windows Firewall support. Repair and/or replacement of critical center floor equipment turn-around time- 25 minutes. Printer support Dell, HP, MS Office365 online, Customize (Res) & (SMS) Software, Licensing software/ MS Office 2014, Hardware and Software Support Dell & HP hardware. Work Orders: Troubleshoot (Remotely) repair, restore supported HP, Dell Laptops. New hires set-up Desktop and Laptop.
CFM Religion Publishing Group, LLC. – IT Support Coordinator (July 2013 - June 2014) Mason, OH.
Supported: Mac OSX iPads, iPhones, AT&T Cell Phones & Windows 8/7 (Surface Tablets) as systems analyst. Track-it Ticket System, Technical phone support for all depts. Supported as Network administrator with Wireless access, Active Directory, TrendMicro OfficeScan Anti-Virus, Cisco 5510 Firewall support. Printer support Dell, HP, Xerox and Konica Minolta bizhup Printers. MS Office365 online, Lotus Notes. Adobe CS6 Creative Suites, Licensing software/ MS Office 201/14, Hardware and Software Support Apple and Dell hardware. Work Orders: Troubleshoot repair, restore supported MAC and Dell Laptops. Elan systems. New hires set-up Desktop and Laptop.
UC Health – Epic Team Analyst IT Health Dept. (July 2012 – Nov. 20, 2012) Cincinnati, Ohio
New Epic Project, Position involves support to Epic users on a variety of printing and software issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, on-site, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.
I.Epic Ambulatory Analyst, Inventory monitors, computers & printers update All UC Health PC’s and printer (software/printer drivers), Local and network (5,000) Access All departments with walk-throughs. Update (as needed) user computer and network printers.
II.Interface extensively with Epic Team and end users, peers, some computer technicians and other Information Technology personnel for the resolution or escalation of Epic desktop related problems.
III.Assist with all aspects of technical support, including on-site visits as needed.
POMEROY IT - Helpdesk Level II Analyst (Compass Bank Account) - (April 2010– Jan. 2012) Hebron, KY
Position involves Level 2 Call Center Support of all desktop hardware, software and telecommunications equipment for Pomeroy customers. ESSENTIAL DUTIES & RESPONSIBILITIES:
IV.Answer incoming customer inquiries via telephone, email and/or web concerning network password, telephony, voice mail, printing and computer related issues. Diagnose and resolve moderately complex system hardware, software, network, and operator issues.
V.Interface extensively with end users, peers, computer technicians and other Information Technology personnel for the resolution or escalation of desktop related problems.
VI.Assist with all aspects of technical support, including on-site visits as needed.
VII.Play an occasional contributing role on projects of low to moderate degrees of complexity.
VIII.Maintain accurate records and calls logs for management reporting.
IX.As needed, instruct end users in the appropriate use of equipment, software, and/or reference materials.
X.Experience troubleshooting VPN issues, Remedy Ticketing System. Assume additional responsibilities as assigned.
EPAU.S. Environmental Protection Agency (K-Force 3 month contracted) (June - Sept. 2009) Cincinnati, OH
Technical Support Software / Hardware,(June to Sept. 2009) Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets. Deployment operation upgrade government computer systems.
Circuit CityStores Incorporated – Cincinnati, OH.
Firedog Helpdesk /Troubleshooting Support,
Helpdesk support (10 to 15 calls daily),July 2007 to March 2009
Handled technical troubleshooting within Firedog Dept. an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.
CBS Personnel– Mason, OH.
Network Administrator Assistant, Helpdesk support (5 to 10 calls daily), (April 2007 to June 2008) Handled technical troubleshooting and Coordinating the provisioning of system access for users with other technology groups, Processing changes to user access to resolve SOX compliance issues. Obtaining management and data owner approvals as needed for SOX compliance. Partnered with District Leadership Team to implement installation sales that were successful throughout the district. Deployment operation upgrades CBS computer systems.
Sara Lee Corporation– Mason, OH
Security Coordinator, Helpdesk support (5 to 10 calls daily) (Nov. 2005 to June 2007)
Coordinating the provisioning of system access for users with other technology groups, Processing changes to user access to resolve SOX compliance issues
Obtaining management and data owner approvals as needed for SOX compliance
Coordinating all security access for North America
Formica Corporation– Cincinnati, OH
IT Technical Support / Helpdesk support – (10 to 15 calls daily),(Aug. 2005 to Nov.2005) Responsible for monitoring and maintaining support of the web infrastructure, assigning various I.T. tasks for each issue, use of the “InfraDesk web base system”, troubleshooting network printer, PC / Laptop set-up and installation of hardware and software. User drives access, password reset, Sprint / VPN set-up.
Assist I.T. dept. team of 25 employees in daily service desk operation. Collaborate with I.T. team members to create strategic plans to enhance employee satisfaction. Provide employees with tool to maintain and increase service levels to both internal and external customers.
Siemens Business Service– Mason, OH
Helpdesk Analyst II,(Jan. 2004 to Aug. 2005) Worked in a very intense call environment to support corporate bank employees with user problem such as LAN access and VPN access (home network). Troubleshoot all WIN 9X, Win 2K, and WINXP programs. As an agent, shared knowledge base and creative troubleshooting tips with co-agents.
VM Ware - (3 months project) -Work closely with other departments to troubleshoot technical issues, clarify information, and distribute hardware and software. Gather, analyze, and report daily/weekly/monthly service statistics.
Robert S. Henshaw
Senior Information Technology Specialist
Cincinnati Renewable Fuels LLC
(a division of Marathon Petroleum Corporation)
Epic Project Team Coordinator
3200 Burnet Ave.
Carl Dyer Sr.
Healthcare Services Group,/Managerial
950 Forrer Ave.
Business Analyst / Supervisory
6800 Cintas Blvd.
Mason, Ohio 45040
Sara Lee Technology / Co-workers
Lead Information Security Administrator
+1-513-***-**** Desk Phone