Support Analyst

Howard S. Holmes

Lithonia, GA ***** 678-***-****

*******@*******.*** linkedin.com/in/Howard-Holmes

SENIOR SYSTEM SUPPORT SPECIALIST

Forward-thinking Senior System Support Specialist with extensive technical experience in a variety of settings. Proven ability to troubleshoot and resolve issues, with a focus on customer service. Provides senior level support in multiple areas, including terminal and network configurations, installation procedures, and the latest product technology and platforms. Key skills include:

• IOS • Telnet VT-XXX, 5250, 3270 • Clipper

• Android • Call Center Management • INFORMIX

• SQL \ Database • ZPL Print Language • UNIX / LINUX • Airwatch • Network Analyst • Windows Server

• Scanner Data Format • Remote Device Management • Salesforce CRM

• Telecommunication • Enterprise Mobility Management • AS-400

• Microsoft Office 365 • (CE, WEH, WIN 10) Mobile Support • Soti MobiControl

PROFESSIONAL EXPERIENCE

LXE / Honeywell, Norcross, GA January 1997 – January 2020

Senior System Support Specialist

Provides technical assistance with the identification and resolution of network interface related problems identified by customers.

Supported areas including terminal and network configurations, install procedures, the latest product technology and platforms including Wireless systems, Android and Windows embedded platforms (CE, WEH, Win 10 Mobile) and related drivers and utilities.

Provided senior level support for related technology and applications, and gained familiarity with bar code scanning technologies.

Strong training skills, with the ability to train end users on Mobile Device software, for a large number of people, on site or via phone.

Senior level contributor to knowledge base through technical writer and approval of technical entry by lower Tier support agents.

Networking Analyst with extensive background in areas such as SSL, DNS, and TCP/IP, DHCP, 802.11a/b/g/n/ac, network trace capture and analysis, router and Controller Based Access Point.

Expert Systems Professional that supported device connections to Windows server 2008 / 2012 / 2016 / 2019 and Windows 10 deployment and troubleshooting, Office 365 applications and Printing Services.

Diagnosed, reproduced and fixed technical issues supporting Mobile Device Management Software that included Soti MobiControl, Avalanche, Staylinked, Citrix, Honeywell Staging Hub, Intermec SmartSystems and VMware Airwatch.

ADDITIONAL RELEVANT EXPERIENCE

DCA / ATTACHMATE, Alpharetta, GA

Technical Support Analyst III

Provided direct support to external customers (end users, LAN administrators and programmers) and internal customers (Attachmate Account Executives and System Engineers). Supported gateway and server software. Selected as the most outstanding troubleshooter and outstanding team leader by peers.

SCHOOL DISTRICT OF KANSAS CITY, Kansas City, MO

PC Specialist / Lan Administrator

Help desk support to 75 administrative staffs in the Kansas City School District.

Howard S. Holmes *******@*******.*** Page Two

US COURT OF APPEALS FOR THE FEDERAL CIRCUIT, Washington, DC

Lan Administrator / PC Specialist

Managed a NETWORK-OS peer to peer PC network platform. Provided user support and training for the clerk's office and 15 judge's staff. Designed, updated and maintained a database CLIPPER management system in appellate court setting.

MILITARY EXPERIENCE

UNITED STATES ARMY, Fort Belvoir, VA

Management Programmer Analyst

Implemented systematic project management and task tracking system on a SCO UNIX minicomputer platform using INFORMIX database application language.

UNITED STATES MARINE CORPS, Beaufort, SC & Okinawa, Japan

Telecommunication Operator

Operated teletype, keypunch and crypto equipment.

EDUCATION

Bachelor of Science (BS), Business Data Processing

Arkansas State University, Jonesboro, AR

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