Carl Andrew Herron Jr.

**** ******** *****, ***** *****, MO 63138

618-***-****

addl5q@r.postjobfree.com

Education:

CALC Institute of Technology Alton, IL

Network Engineering Program Graduated July 2012

Certifications/Completions:

CompTIA A+ Certified CompTIA Net+ Certified

Active Directory Server Management

Network Management Application Management.

Experience:

IBM/Lenovo – Hazelwood, MO

System Support Representative

March 2019 – Current

•Completed assigned ticket requests for warranty repair

•Maintain inventory of customers’ parts ordered and returnable items for company

•Coordinated mutually convenient times for repairs to be completed

•Familiarized myself with new products and training as it was made available to me

•Kept logs of mileage and appointment times for services rendered

Cyxterra - Saint Louis, MO

IT Support Technician

June 2018 - Feb 2019

•Handled everyday operations of the datacenter including troubleshooting tickets, alarms, and escalations

•Maintained physical connectivity of cabinets via visual audits of devices

•Completed port and device audits for inspection reports

•Scheduled device end of life cycles to remove devices with very little impact on user's connectivity

•Technologies: Windows 7 & 10, DNS, DHCP, DELL, Lenovo, Remedy and Service Now ticketing system, Microsoft Office 365, mobile device support (iPhones, PC-based laptops and Android devices

Mercy MTS - Sunset Hills, MO

Business Solutions Consultant

March 2018 - June 2018

•Assisted with inputting Mercy's staff account information into their new dictation software

•Copied users profiles, deleted duplicated accounts and transfered account tokens as needed

•Technologies: Windows10, Lenovo, Microsoft Office 365, mobile device support (iPhones, PC-based laptops and Android devices)

Monsanto – Saint Louis, MO

Depot Technician

June 2016 – September 2017

•Showcased strong customer service and verbal and written communications skills

•Utilized knowledge of PC hardware installation and repair

•Confident to discuss complex technical matters with the non-technical customer

•Used analytical and troubleshooting skills of Intel based PCs and Macintosh hardware, software, printers, MS Office applications, networking(wired/wireless) and Internet connectivity

•Displayed ability to multi-task and prioritize requests in a fast-paced working environment

•Technologies: Windows XP,7, and 10, SCCM, DNS, DHCP, HP, DELL, Lenovo, Remedy ticketing system, Microsoft Office 2016 and 365, mobile device support (iPads, iPhones, MacBook’s, PC-based laptops and Android devices)

Express Scripts – Saint Louis, MO

Remediation Technician

November 2015 – April 2016

•Performed incident and problem management, diagnosis, escalation, tracking, and resolution

•Provided outstanding customer service and a positive support experience by interfacing directly with users on issues, communicating with users in a clear, concise manner

•Assisted in developing technical documentation to improve training and service delivery

•Provided onsite user support as required

•Participated in after-hours support activities as needed

•Technologies: Windows XP & 7, DNS, DHCP, SCCM, Active Directory (Group Policy, Organizational Units, creating new users and computers). Lenovo, DELL, Remedy ticketing system, Microsoft Office 2010, mobile device support (PC-based laptops)

Walgreens - Edwardsville, IL

IT Support Technician

December 2014 - May 2015

•Completed contracted assignment successfully

•Installed, maintained and repaired hardware and software on desktop PCs, printers, PC hardware systems and RF devices.

•Answered questions regarding PC/printer software/hardware issues, and made recommendations.

•Provided technical support for standard and proprietary desktop software.

•Supported a diverse group of people, including technical and development personnel, senior management, business customers, and vendors with courtesy and in a constructive, professional manner.

•Retrieved information for standard desktop relocation and set up, by investigating and asking appropriate questions to support end-user needs.

•Investigated and documented client problems, initiated referrals and recorded resolutions within department database software (JIRA).

•Technologies: Windows XP & 7, DNS, DHCP, Active Directory (Group Policy, Organizational Units, creating new users and computers, password resets). HP, DELL, VMware vSphere, JIRA ticketing system, Microsoft Office 2010, Exchange 2010, Allpoints, mobile device support (iPhone and PC-based laptops) and RF inventory guns.

Mercy Hospital - Creve Coeur, MO

Help Desk/Desktop Support

October 2013 - November 2013

•Completed contract assignment successfully

•Provided desktop support for around 100 PCs

•Supported and installed desktops and printers

•Configured and designed cable management

•Showed human relational skills that include courtesy, professionalism and the ability to work well with customers, colleagues and team members

•Technologies: Windows XP & 7, DNS to connect computers to the internet, DHCP to get computers an address to use to connect to the internet quickly, Cisco routers and VOIP phones.

State Farm Insurance - Moline, IL

Installer/Technician

November 2012 – March 2013

•Completed contract assignment successfully

•Windows 7 migration project of systems with Windows XP to Windows 7

•Provided desktop support for around 100 PCs

•Linked remotely to State Farm's server to manage progression of migration

•Switched server environment to a Network Access Share

•Supported and installed desktops, printers, scanners and faxes

•Technologies: HP, Dell computers, USMT tool for deployment, DNS to connect computers to the internet, DHCP to get computers an address to use to connect to the internet quickly, NAS devices, Windows 2003 Server, XP, 7, mobile device support (PC-based laptops) roaming admin profile.

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