Desktop Support Technician
Resume:
Matthew Robinson
********@*******.***
Seeking a position with a company that I can grow with in an IT administrative position and network support that will allow me to utilize my educational background, expertise, hands-on training and applicable skills.
Qualifications:
Experience with running multiple databases as SQL Administrator
Run scripts daily and updated scripts to be sent to database teams
Created documentation for SQL Server and how to maintain the environment
Ran Notification/Alerts management and resolution such as System Outages
Manage backup, and recovery processes
Experience running multiple Unix Linux Systems
Knowledge of Sun xVM Ops Center and RedHat Satellite software
Mainly supported HP, Dell, Cisco UCS
Scheduled, coordinated and deployed server updates and preventative maintenance with limited downtime.
Expert in network security protocols, anti-virus and firewall configuration.
Proven ability to integrate old systems and databases with new software applications and advanced technology.
Maintained over 50 servers with full responsibility for 100% system uptime.
Designed, implemented and management hosted server applications.
Dynamic, proactive, multi-tasker, self-directed techno/functional professional for software support
AS/400 and server security, system backups, and system/sever upgrades
Installed, configure and support switches, routers, firewalls (Fortinet, Cisco, Sonic WALL), VPN/IPSEC connections
Installed, configured and supported a Windows Server environment (Active Directory, Terminal Services, Roaming Profiles, Exchange, DFS .
Managed and maintain Microsoft Exchange e-mail system.
Managed and maintain SharePoint system.
Managed DNS entries, DHCP scopes and other network services.
Managed and maintain VoIP phone system.
Managed secure backup functions and disaster recovery plans.
Managed user accounts, security groups, and distribution groups.
Assisted in new employee account, hardware and software setup
LAN/WAN network engineering using Cisco products including Layer 2/3 Switches and Routers for installations and diagnostics.
I have Experience with Packet Analysis/Packet Capturing for several clients
Experience with Cisco and Sonic Firewalls
SKILLS
Windows XP, Windows Vista, Windows 7, Server 2003, 2008, 2012, 20016,, Active Directory, Exchange 2008, MS Office2010, Ghost Imaging Software, Windows Deployment Services, Citrix Client Dame Ware Remote Software, VNC. USMT., SQL Server, Switches, Routers, VMWare, Hyper-V.,Lync.,Microsoft Office 95, 97, 2000, XP, 2003, 2007, 2010, 2013, 2015
Windows XP Professional
Windows VISTA Windows 7,8, 10 Windows 2000 & 2003, 2008 R2& 2012 R2 Server
Novell GroupWise 4.1 & 5.5 Novell Zen Works 1.1, 2x & 3x Novell Netware 3.12, 4x
Lotus Notes R 4.5.6 DHCP Servers Windows 2K3/2K/NT 4.0
Cisco Routers and Switchs
Server & workstation Hardware repair and Support
HP, Lexmark, Epson and Genicom […] Visara […] Printer support and repair.
CERTIFICATIONS
MCSE A Plus, MCSA Net Plus
Professional Experience
New Directions Behavioral Health, LLC Dec 2017- Dec 2019
Birmingham Alabama
System Administrator
Responsibilities:
Provided first level end user support, installation, training, and configuration for all network hardware and software components.
Maintain software and hardware inventories. This includes purchasing IS related components.
Experience managing Windows 7/10 in configuration, installation, Technical
Was responsible for the administration of Windows 2003/2008/2012 servers and IIS Server clusters in VMware VSphere based Virtual environment.
Install new desktop equipment including software; upgrade and repair existing desktop equipment; and troubleshoot and resolve problems with desktop hardware.
Provide first-level technical assistance to end-users on all supported software products.
Testing of IT Development products such as OPTAMUM and EAP Expert.
Provide telephone support to staff located at remote sites.
Assist in the identification of emerging technologies that may be appropriate for New Directions, provide technical knowledge, troubleshooting skills, and support to development team.
Support the goals of the Information Systems Division and participate as a member of the Information Systems team.
Assures compliance with New Directions policies and procedures; take appropriate action to correct any obvious unsafe conditions.
Adheres to New Directions Behavioral Health Mission Statement, Core Values, Code of Business Conduct, and Compliance Program.
Complies with all Federal and applicable State laws and New Directions Behavioral Health Policies regarding, privacy, confidentiality, and security of health information, and other designated information.
Tyco Fire & Security, Birmingham, AL Nov 2014 – Dec 2017
Technical Analyst
Support and deploy security related technologies including firewalls, VPN's, access lists, intrusion detection systems, packet analysis/packet capturing, setting up user accounts, permissions and passwords.
LAN/WAN network engineering using Cisco products including Layer 2/3 Switches and Routers for installations and diagnostics.
Manage and administer 2012 Windows servers, networks printers, Office 365
Install, configure, administer, and maintain on Windows 2003, 2008, 2012, platform and infrastructure applications in support of business processing requirements.
Build, configure, and troubleshoot campus networks and use remote access networks using Cisco Catalyst multi-layer switching technologies over high-speed Ethernet and Cisco routers connected to wired and wireless LANs.
Support enterprise wide networked security systems, Access Control Systems, and Video system
Experience with Honey Well ProWatch, Lenel Onguard, Honeywell Prowatch, Genetec Security Center, Avigilon Video or Access Control, Facility Commander, Software House C-Cure, Hosted Kantech Access Control or local system
Perform technical troubleshooting remotely and data entry environment.
Install, configure, and troubleshoot LAN/WAN based video surveillance and security systems.
Explain physical layout and functionality of hardware to guide the technician through the installation & repair of such equipment.
Support Microsoft Network Server, SQL database, MS-DB and DBA.
Synergis-- Birmingham, AL Contract Mar 2013 to Nov 2014
IT Support Specialist
Performed regular system backups and recovery procedures,
Lease Term swaps of desktop, laptops and printers
Troubleshooting and repair of desktops, laptops, and printers
Configuration of Mobile devices including iPhone, i Pad, Android, Blackberry
General Customer Service as it pertains to users including training on applications and equipment
Contacted vendors for technical support regarding units currently under warranty
Secondary configuration of servers for user requirements
Assisted with conversion from Analog to Digital Phone system
Contribute to the implementation of OS deployment using MDT and SCCM OSD. Troubleshooting, and provisioning of mobile phones and tablets (Both IOS and Android).
Provide 2nd tier support for desktop issues including both proprietary applications and various windowsbased applications
Troubleshoot application issues with MS windows 2000, XP and Vista operating systems, MS office suite XP, 2003, and 2007, Symantec and McAfee anti virus, etc.
Assist users in the setup of air cards, printers, wireless networking, VPN, blackberry devices, and network connectivity
Diagnosed problems with PCs and ordered and installed the proper part to resolve the issue. This involved researching part numbers and interpreting technical manuals.
Manage ongoing installations and provide support for existing wired and wireless networks
Experience with Server Maintenance, Server Installation on Dell Servers, Cisco Servers
Implemented VPN to increase access to corporate network for remote users and remote locations Supported remote access using VNC, WebEx, go to assist, Terminal Services, Citrix, etc
Managed user account moves, adds, changes, and deletions for domain and network applications. Created File Servers, Windows Update Servers
Scheduled and performs software installations and upgrades to operating systems and software packages
Department of Veteran Affairs- Tuscaloosa, AL Contract Aug 2012 to Feb 2013
Help Desk Technician
Provided Tier I support services for end-users, which can include VIP users.
Speak with the end user, capture and record issues, and resolve them over the phone or escalate the trouble ticket to the next tier.
Supported Software platforms included Microsoft software suites, unique applications; HP and Dell laptops, Dell desktops and hand-held devices
Trouble tickets captured, resolved, and closed using the Remedy ticketing system.
Followed the defined SOP of trouble ticketing, ticket escalation, notification and ticket resolution.
Handled an average of 50 calls a day, High Call Day around 90 calls a day working an High Call Volume.
Realty South Contract April 2012 to July 2012
Help Desk Technician
Answer Help desk calls
Reset Computer Passwords and Exchange 2007/2010
Reset User Passwords in Active Directory
Setup Wireless on laptops and desktops, Setup Email on Smart Phones such as Blackberry, Android Phones, I Phones, Window Phones
Setup Email Accounts through Exchange 2010 on Desktops, Laptops, Macs
Experience using VNC, Dame ware to remotely log into the user Computers
Experience using Log me in 123 for diagnostic user computers problems
Supported Active Directory 2008R2 Domain - 1,000 users
Exchange 2010, DHCP, DNS, WINS, Group Policy
Set up and repair printers
Network configuration, monitoring and maintenance
Performed analysis and troubleshooting for Dell servers, Cisco Servers, Virtual Servers, Setup File Servers
BBVA Compass Bank Aug 2011 to Oct 2011
Help Desk Technician
Provide support for 10,000 end users
Average between 80 to 100 phone calls daily
Reset Computer Passwords through Active Directory
Create Help Desk Tickets using Remedy Ticketing System
Used Log me in 123 to get remote access to all users computer
Ascendis IT Solutions Contract Dec 2010 to Jan 2011
POS Technician
Installation of POS Systems at Target
Installation of hand held scanners, flatbed scanners, flatbed monitors
Removal of POS Systems from Target Store
Kforce Contract Feb 2010 to Oct 2010
Desktop Support Technician
Removed Desktops and Laptops from Networks using Active Directory
Used Ghost Imaging Software to install new images of Windows on Desktops and Laptops.
Perform desktop hardware and software troubleshooting, diagnostics, repair, testing and upgrades
Log, document and close customer incidents/requests through call tracking software and in accordance with established procedures.
UBS Peak Systems Contract Oct 2009 to Jan 2010
Desktop Support Technician
Removed Computers from the network
Used Ghost imaging software to add new software to the computers
Installed Local Printers, Network Printers
EBRY IT Jan 2009 to Sept 2009
Desktop Support Technician
Removed Computers from the network, rename the computers under certain Domain Name
Experience with Active Directory, Exchange 2010, MS Office 2007, 2010,
Ghost Imaging Software installations
Using Malware Bytes, Spybot to get rid of malware and virus from computers
Mitchell Wayne Technology May 2008 to Oct 2008
Help Desk Technician
Break Fix, Refurbished laptops, desk stations, test stations, and various computer components.
Supported basic computer problems, network printers, Citrix
Utilized Auto Task Ticketing System, averaging 80-100 tickets a day.
Supported Windows XP, Active Directory, Exchange, Outlook, MS Office, Malware Bytes, Ghost
Installed Network printers remotely
Supported Cisco VPN client
EDUCATION
Strayer University 2013
Bachelor of Computer Science
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