Veryle LePaul Carter Jr.
**** ********* ******, ******** *****, Ohio 44221 Tel# 330-***-**** Cell: 330-***-****
Email: adct1u@r.postjobfree.com
Career Summary
Computer Support Technician with over fifteen (15) years of experience. Demonstrated ability to integrate computer skills, customer support experience and related education to exceed technical, business, and customer requirements. Knowledgeable in troubleshooting (break / fix), hardware, software and network problems. Performed remote support using various remote tools; remote desktop, RDP, VNC, Bomgar, etc.
Technical Skills
SCCM (System Center Configuration Manager) 2012 R2 software deployments, Windows Operating systems XP, Vista, Windows 7, 8, 10 Server support 2003 / 2010 / 2012 Active Directory, Group Policy Object Organizational Unit, Right fax, Multiple Help Desk Ticketing Software, Cisco VPN Client Software 5.0.07.0410, Microsoft Networking, Cisco Call Manager, ERP Support, Anti-Virus software, Norton Ghost (imaging software), Troubleshooting of LAN / WAN /MAN, Remote Desktop Protocol, Connectwise, Citrix Receiver, XenApp, Director, BMC, Cyberark, Active Roles, Network printer support, Microsoft Soft office suite, Goldmine, Telecommunications (Avaya Phone Support)
Professional Experience
Cincinnati Bell Technology Solutions (contractor for JoAnn Stores)
Project of Scope
Take support calls from stores regarding issues with rollout
Be point of communication between JAS internal support and stores
Provide escalation to JAS engineers as appropriate
Enter tickets into the system for documentation
Provide support during agreed upon hours in a multiple shift format
Run scripts and configurations if images for servers once builds are online
in Cincinnati
Instruct the store managers through removing the old switch in place with
new switches
Remotely configure Meraki switches deployed to the stores with IP
addresses
Updating the new VLAN address
I Set up the wireless hand held AP’s in the stores
I Set up the gateway, changing the IP addresses of the new servers,
DNS
Assisted the Technician with setting up the new servers in the stores
IntelliNet (MSP)
Desktop Support Technician 2019
Support home users with thin client and laptop VPN connection issues for MHS / MMO
Proprietary software application install and support
LAN / WAN wireless networking support
Telecomm Avaya support both home and office
Network Printer support
Configuration of thin clients and laptops / deployment of equipment to users
Responsible for third party vendor support of on-site equipment
Cleveland Clinic Akron General (contract work)
Desktop Support Technician 2018
Cyber security upgrade of software on computer systems for the Cleveland Clinic Akron General; in lieu of the migration of the Akron General network to the Cleveland Clinic network.
Provided deskside support to the client base from help tickets assigned (i.e. Epic, Citrix logins, printer install and support, network connectivity).
Deployment of computer equipment into the training rooms (as well as cabling and connection to the switches) and breakdown of all equipment used in the training rooms once the training was completed.
Centrex Revenue Solutions
Akron Local Technician 2015 - 2017
Provided telephony and remote support for over 900 users across the company (onsite, home and offshore users)
Troubleshoot home users network connections; i.e. Router connection, VPN connection, web browse connection and Microsoft Office Suite application
Citrix Receiver Support - Citrix XenApp and XenApp
Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems
Supported VPN, Endpoint Protection, Firewalls
Windows Domain and Active Directory
Install, modify and repair computer hardware and software issues
Supported proprietary software application (Jaguar)
Supported company mobile smart phones
Deployment of computers and Installment of peripherals
Configured and troubleshot thin, Fat and zero clients for users assigned to the Akron area
Configured and deployed the Avaya phones
Responsible for patching nodes into patch board from the workstation and nominal server support
Inventory Control
Maintained the availability of the conference rooms i.e. network connection, video conferencing,
printer support for home and office users
CONTRACT WORK
IT Support Technician 2008 – 2014
JoAnn Fabrics
Imaged and deployed servers with the SCCM software.
Unboxed, staged and imaging of the servers and handheld Motorola MC40 devices
Re-boxed machines and shipped them to the satellite locations, configured servers remotely for each location using SCCM to load the applications
Utilized remote desktop to perform the task with the loading of servers
Assisted with the loading of windows 7 server image
Tracked assets going out and being shipped back to Corporate Headquarters
Diebold Corporation
Installed the operating system (XP,7) onto the ATM remotely. Loaded the software, tested and relinquished control back to the technician (after the machine was seen on the network)
Supported daily operations of all services as required and provided Service Level 2 customer support
Installed and maintained ATM's
Provided system support as needed for internal and external customers
Assisted with developing, documenting, maintaining and testing DR processes
Completed work queue requests processing environment
Understanding of Diebold iqESD or equivalent ATM software distribution environment
Understanding of HP Openview/Radia or equivalent patch management environment
Hardware and software ATM knowledge
SappHire Technologies US
Client: Amtrust North America
Lead technician for the support team
Supervised and assigned the tickets to the team and ensuring that all SLA's were met in the required time
Provided technical and non-technical phone support and desk side support for the customer
Trained team on the importance of good customer service for the end user
Troubleshooting political situations that may occur from end user issues
Staged, imaged, updated windows as well as deployment of equipment
Troubleshooting software, hardware and networking issues
Dental One Partners
Liaison for level 1, 2, and level 3 technical and phone support for the centers located in several states
Supported varied from utilizing the VNC application or phone support talking them through the steps to resolution
Responsible for imaging of machines and ordering of hardware from vendors; including the installation of parts into the workstations
Responsible for maintaining the performance of workstations, instructed the client on how they could do level one echelon maintenance on their workstation
Metro Health Hospital
Deployed hardware equipment and upgrading the software for the clients; upgraded inventory records to reflect the hardware and software upgrades as well as asset liability
Assembled Wyse thin clients to flat screen and deployed equipment to the clients
Upgraded software using information from the SMS server and checked all upgrades to ensure that the system would function
Instructed users on how to locate documents on the Home drive, provided insight on roaming profiles
Education
Brown Mackie College
Associates Applied Science Information Technology
Training
Time Management, Effective Training and Communication
University of Akron
Cisco Networking 1,2; Computer Maintenance Repair 1,2
Comp Tia A+
USMC
NCO School (Management Training)