Office Software

Roger Minor

System Analyst I **********@*****.***

Work Experience

Carolina IT Professional/Lowes Nov 2019 Present

Help Disk Analyst

Troubleshoot and resolve technical and software problems for users

Must be able to independently resolve widely varying problems using current

job knowledge and using research and external resources

Be highly motivated and have strong customer focus with the ability to interface with all levels of staff.

Excellent communication skills

Knowledge of Microsoft Office software

PC maintenance/repair and/or application software support

Mobility support - iOS and Android

General network troubleshooting

Answering telephone calls and resolving incidents related to hardware and custom-developed software

Providing hardware/software installation setup, assistance and support; troubleshoots and resolves computer hardware, software, and communications failures, etc.

EUC Team Lead

Parsons Mar 2018 July 2019

4701 Hedgemore Drive

Charlotte, NC 28209

Excellent communication skills, handling customers and matching the pace

Understanding of EUC role, leadership skills

Innovation ideas and automation opportunities in EUC

Best Practices on improving/stabilizing EUC Operations

Good knowledge on Service Now, MS Office, Remote Support, Mobility, Antivirus, Engineering Services.

Willing to work in shifts

Generate reports and share with stakeholders

Resource Management, Shift Management, Stake Holder Management, Quality Management, Knowledge Management

Process knowledge on ITIL

Utilized DAD standalone drives to reimage deploy and troubleshoot

Windows 10 images

Install points of sales equipment ie printers and register

Good-to-Have:Negotiation skills, Proactive in nature

Team handling experience

Flexibility and Transparency

Roles & Responsibilities

Willing to work in shift and being flexible.

Publishing the customer required reports - Daily, Weekly, Monthly, Quarterl

Identify the Risk and issue, action and mitigation plan

Identifying the area of improvements and execute them with customer approval

Proven People Management skills

System Analyst I

Amerisource Bergen - Fort Mill, SC

August 2016 to April 2017

•Utilized Citrix Desktop Directory web application to troubleshoot, configure and modify Virtualmachine to include machine detail, session details and HDX reapportion and off boarding Client on the domain.

•Configured WYSE Thin Operating System for Citrix Xen Application to auto launches supportingenterprise network

•Utilized Active Directory to check, unlocks, reset and ensure Client Profile had proper functionality • Configured and maintained Avaya 4621sw, 9611g and 9630 Phones to ensure effective communication between agent and clients.

•Setup numerous stations in Conference Room for client training onboarding, and recertification for

Project Management

•Maintain supply inventory ensuring the functionality and replacement of all equipment in use

•Corrected Patient Plus (PPlus) application, trouble shooting application errors and escalating specificissues to next level.

Desktop Analyst

Duke Energy - Charlotte, NC

October 2013 to March 2016

•As a Desktop Analyst utilized telephone call cue to perform all tasks to assisted Duke Energy clienteleto meet job expectation and meet all task requirements.

•Utilized Piccaso Incident ticketing system to track, document and monitor, and escalate tickets to thenext level for resolving issues

•Remote into client computers with Bomgar Remote software to perform virus removal, applicationsoftware support ie. Office 20 10, mainframe and proprietary Software's

•Supported Avaya Telephone System resetting voicemail password, configuring telephone numbers,setup remote login through VPN with avaya communicator and Avaya manager.

•Used Courion Client self-password reset to assist and train client to reset own password

•DAE - Duke Application Environment Software Database to upgrade and update clients' computerthrough the Software Center Application

•Utilized TIS - Telephone Information Systems console to update and maintain current location of

Client within the company and assignment changes.

•Utilized RSA Remote Authentication console to create pin number for Keyfob, Software and On-

Demand RSA Token as well as installing software tokens on Laptops and cellphone

•Utilized Good and Airwatch Console to support client work email and other apps on personal andcompany issued cell phones

•Utilized Active Directory to create user and computer accounts, reset and unlock accounts, createshare accounts for SharePoint sites, joint computers to and from domains, create OU's

•Performed configuration settings on Microsoft Office Communicator and Skype for Business InstantMessaging

•Reset Mainframe/Putty/Unix password

•Utilize Citrix Applications: Xenserver, Xendesktop, Citrix Client and Desk Top Directory for creating,maintaining, monitoring, troubleshooting, and upgrading VM's (Virtual Machines)

•Utilized SSCM to push software to client computer on a periodic basis to keep laptops and desktopsconsistent with company policies and procedures.

•Use Linux CLI for creating and maintaining directories, file structures and creating and user accounts

Desktop Support Analyst

City of Fayetteville - Fayetteville, NC

February 2011 to October 2013

•Supports over 3, 000 city employee desktops, hw, applications and peripherals including Windows XPand Windows 7, Microsoft Office 2003 and Office 2010, 911 Call Center Application, Patrolman (Police) E-Citations Application

•Installs and configures personal computer for the city's departments and division's users; assistsend users with access problems; checks, maintains and repairs personal computer equipment and software.

•Fields over 60 calls per day as Tier 1 Call Center team member for local and remote user issues. Usesremote connectivity software, Dameware, to connect to any employee in the city, as well as Police mobile users. Provides Phone or Site visits for owned troubleshooting tickets.

•Success Rate of 85% in resolving issues either locally or remotely

•Install, maintain and repair the VOIP telephone system.

•Check and ensure that all computer system backups are performed for the end users and Cityadministration computer systems; troubleshoot and identify problems with backups; operate and maintain all equipment associated with backups including computer consoles, on-line and off-line peripheral equipment; create and maintain files to catalog all magnetic media.

•Coordinates, maintains and monitors daily operations of midrange administrative computer systemsand network using Tivoli management system tools • Set up user accounts on IBM, AS400 & MS Network.

•Catalogs and maintains inventory of all personal computers, monitors, keyboards, hard drives,modems, network cards, telephones and other components and equipment used throughout the City. • Assess needs for performance upgrades to end-user computers; implement desktop operating system upgrades, patches, anti-virus, drivers including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, etc.

•Tests new upgrades to ensure functionality with existing systems.

•Documents client computer, application or peripheral equipment installations, failures, repairs, andremoval.

•Utilized Sysprep, Sysrep, Ghost and Acronis to build master image of Win 7 32, 64 bit and XP 32,64bit for rollout of Panasonic CF 29,30,31 and Getac laptop for City of Fayetteville Police and Fire Departments.

•Perform software compatibility test as well as trouble shooting software issues before during andafter installations to ensure no incompatibilities during field operations for Windows office 2003, 2007,

2010 all police general and proprietary software's.

• Perform windows 7 migration from windows xp utilizing Ghost sysprep and Acronis software for network and standalone.

Integration Engineer

Smarter Systems - Charlotte, NC

April 2008 to February 2011

•Installed Smarter Systems interactive electronic whiteboards in Education, Business and Governmentclient locations

•Ensured successful integration between the white board and end user client computers by usingtechnologies (vga adapters, usb connections, Ethernet local internet connectivity)

•Represented Smarter Systems by installing and training clients on interactive software used with thewhite boards

•Performed project management duties, ensuring all client install documentation and break/fix reportswere accurate and turned on time

•Professionally interacted with clients to determine most effective install location for their business

•Responsible for analyzing and troubleshooting white board systems to fix or replace defective parts

Network Administrator

Getronics - Bloomington, IL July 2007 to April 2008

•Responsible for end user education and smooth transition for the Windows Server 2000 to Windows

Server 2003 upgrade project.

•Established a document control system to monitor for recurring problems or end user callbackissues.

•Briefed all end users on how the server installation would impact their operation (file system access,user account login, internet connectivity)

•Utilized web based application to maintain travel and expense logs.

•Utilize Map Quest to plan most direct and most cost effective route for project team members • Utilized Web Base applications prepare new server hardware to receive Windows Server 2003 operating system

•Utilized batch files to perform server software operations such as: user data migration, server backupand restore, mapped drive configuration, Hot fixes, server patch updates

•Monitored server operating system load utilizing Multifunction Application Loading Facilitator

•Physically installed and configured new server UPS (uninterruptible power supply)

•Installed network printers in compliance with established company standards.

•Prep, configure and install HP 7410 all-in-one printers at each Workstation; testing and insuringproper desktop to printer operations

•Trained new employees on basic project management methods to be used for the Windows Server

2000 Advanced Server to Windows Server 2003 Enterprise.

• Edition project (how to establish ETAs with end user community, utilize the internet to manage and maintain travel expenses, log project work hours through IVR)

VOIP Field Technician

TechniSource - Frisco, TX

March 2007 to June 2007

•Installed and configured 3700 Series Cisco routers with VOIP configurations, along with CatalystMultilayer Switch and VLAN

•Installed individual router components such as .gigabit interface converters, MEM3745 memory flashcards, SDRAM Modules.

•Utilized various connector configurations DB-9, DB-25, RJ45 to RJ11, crossover, cat6 and cat5 cable,console cable.

•Performed VOIP telephone conversions by removing old phones and installing new phone systems • Coordinated with Banking Service Manager (BSM or ABSM) to provide after hour access to facility, allow for electronic facility security access, system conversion, and next day new system training for employees

•Maintained a (4) hour problem/resolution window from initial support to resolution for any technicalissues.

PC Repair Technician

Minora, Incorporated - Charlotte, NC

December 2003 to March 2007

•Supported desktop hardware, operating systems, applications software, Internet applications, andcall-tracking application.

•Inspected personal computer equipment and reads order sheet listing user requirements to preparemicrocomputer

•Installed client desktop hardware and peripheral components onsite, such as monitors, keyboards,printers, scanners, RAM memory, motherboards, CDROM, all configurable PCI expansion cards, floppy drives, disk drives

•Loaded specified software packages such as operating systems, word processing, or spreadsheetprograms

•Personally interfaced with clients and resolved problem situations in a professional manner

•Replace defective or inadequate software packages.

•Instructed users on the use of computer equipment, software, and peripherals.

•Recommended and/or performed minor remedial actions to correct end user problems. • Build, support and configure Window Server 2000/Windows Server 2003 with the following applications: File, Print, Mail, Terminal, DHCP, DNS, Wins, and built domain controller (Active Directory) servers

•Completely rebuild, refurbish, and upgrade computers with hardware and software

•Set up wired and wireless networks for homes and small businesses

•Configured and installed routers and switches (Linksys, Cisco 1700, 2500, 2600 series)

Network Consultant

Jungle Aviation and Radio Services (JAARS) - Waxhaw, NC

November 2003 to December 2003

•Provided Technical support for establishing a small 200 computer network in Togo West, Africa toinclude establishing and designing diagrams for network wiring layout, construction of wiring closet and pulling and connection all network and telephone wiring.

•Established small LANs network with window 2000 Advance Server and six workstations to includeinstalling and configuring all server hardware and software (Active Directory, DHCP, DNS) and statically configuring IP addresses.

•Installed all end user workstations, software and hardware components.

Research and Adjustment Analyst

Bank of America - Charlotte, NC

March 2000 to April 2003

•Provide specialized handling of all high-dollar fee based accounts.

•Received, reviewed and repaired all BAI fee based account making the necessary corrections toeliminate any account errors.

•Researched and entered appropriate account information into the correct database system (e.g. FBSI,STARS, GPSI)

•Ensure proper routing of all corrected and new accounts paperwork to BACAP Consulting Services,

NFS, Fund Quest and other BAI teams.

•Worked with BACAP Consulting Services, Fund Quest, ROS, NFS Fusses to resolve fee based accountsissues.

•Provide BAI management with appropriate fee based reporting e.g. NIGO, STARS, and cycle timereporting).

•As Lead Operation Representative provided overall coordination and maintenance for all internaloperation activities; this position involved reviewing, processing and researching documentation and transactions for domestic and international customers, commercial and wholesale bank business services and clients.

•Maintained effective operational support for assigned areas for internal business partners andexternal customer and clients.

•Responsible for reviewing all applications for data integrity, proper documentation and problemdiagnosis before data is entered into National Financial Platform (FBSI) and Merlin Software.

•Utilizes Microsoft Excel to generate Cycle Time Reports and assist the Customer Marketing

Department to accurately report the process time for client application.

•Provide guidance for Associates regarding procedural, technical and operational changes

•Served on the Focus Group for the November 2001 Associate Survey focusing on communication,reward and recognition and leadership/career path to create action plans for resolutions to associate concerns that were identified in the survey.

•Serve on an Interviewing Panel, partnering with management interviewing internal and externalClients for various positions.

•Retired military July 24, 1972 to Aug 1, 1992

Education

Certification

New Horizon Computer Learning Center - Cary, NC

Associate in Computer Technology

ECPI College of Technology - Hampton, VA

Libby Training Center

Skills

FILE, MICROSOFT OFFICE, MS OFFICE, WINDOWS SERVER 2003, CISCO

Additional Information

Technologies:

Microsoft Office 2003 and Office 2010, Windows Server 2003 and 2008 R2, Adobe Flash, Adobe

Reader, Visio, SharePoint user connectivity (file security access permissions), Windows XP, Windows

7, Proprietary applications (e-citations, 911 call center application), Tivoli Management Systems, ARP, AARP, RARP, HSRP, RIP, IGRP, SMNP, TCPIP, and TELNET, Ethernet, FDDI, Frame Relay, and ISDN. DSL,

FTP, HTTP, IPX, link state routing, NetBIOS, NSF, OSFP, PPP, Proxy ARP, SMTP, POPS, Token Ring, UDP, IMAP and x.25, Cisco VPN, Dameware

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