John M. Strope

*** ****** **** ***. *** Clover, SC 29710 / Tel 704-***-**** / Cell 704-***-**** adhq9e@r.postjobfree.com

SUMMARY: I am a skilled professional in desktop IT support for onsite and remote locations. I offer a diverse skill set in both hardware and software problem resolution. I am an A+ and Network+ certified professional with 16 years desktop experience and 8 years customer service experience looking to utilize skills in moving towards a position of leadership by example. I am currently renewing Comptia Network+ certification and studying for Comptia Security+ and Microsoft SCCM certifications. Ihave also just passed the ITIL4 Foundation Exam.

SOFTWARE SKILLS

Netware Admin

Microsoft Outlook Exchange

Net Magic Pro

Active Directory

Novell

VPN

Citrix

Tivoli

Siebel

Omni Security Administration

Power Image Administration

Peregrine 5

Service now

Knowlix

Windows NT/ 2000/ XP Pro

Microsoft Office Suite

Windows Server

Norton Ghost

TCP/IP Network Protocol

HARDWARE SKILLS

Linksys Routers

Cisco Routers

HP Servers

WI/FI

Dell/HP/Gateway

Compaq/Lenovo Workstations

•TECHNICAL TRAINING

New Horizons Computer Learning Center, Charlotte, NC

A+ Certified (ID: COMP10618826)

Net+ Certified (ID: COMP10618826)

TheKnowledgeAcademy

ITIL4 Foundation Certified

•PROFESSIONAL HISTORY

American Airlines – Charlotte, NC April 2008 – Present /40+hrs wk Desktop Technician

•Utilized Service Desk Express for ticket and inventory management.

•Provided customer and technical support for American Airlines in Charlotte Douglas International Airport and South East regional airports.

•Managed and maintained IT stock and inventory for the Charlotte Airport.

•Highest call resolution in my group for 2015, 2016, and 2017.

•2018 ticketing system changed to Cherwell for ticketing and inventory management.

Tek Systems/US Airways - Charlotte, NC Dec.2007- April 2008 / 40+hrs wkDesktop Technician, Contract Position

•Provided on site and remote desktop support for Microsoft products and airline specific software including QIK, Sabre, and Sabre HTE to end users at Charlotte Douglas International Airport and multiple regional airports

•Provided on site and remote support for hardware including Lenovo desktops and laptops, HP desktops, laptops, and printers, OKI Data hardcopy printers, Vidtronix boarding pass and bag tag printers, multiple touchscreen kiosks

•Utilized Service Desk Express and Magic Service Desk for incident and inventory management

•Maintained inventory of Intermec handheld mobile computers

Genesis 10/Tiaa-Cref - Charlotte, NC August 2005-May 2007/40hrs wk IT Support Help Desk, Contract Position

•Provided phone and remote support for Siebel, VPN, TCP/IP, Microsoft Outlook Exchange, Novell, and WI/FI issues utilizing Tivoli

•Provided user support in a call center environment for over 7000 employees

•Password and account resets using Active Directory and Net Magic Pro as well as User Manager and NetWare Admin

•Utilized Peregrine 5 and Service Now to create and track call logs of user issues

•Submitted articles for updating Knowlix

•Used OmniSecurity and Power Image Administration

Comsys/Pinkerton - Charlotte, NC 2004-2005/40hrs wk Network Support Specialist, Contract Position

•Provided user support for 700 employees

•Provided network system troubleshooting

•Configured Linksys and Cisco routers for remote offices

•Performed build-outs and reloads on Dell and HP computers using Norton ghost

•Maintained and managed backup tape system for HP servers

•Utilized Citrix and VNC

Volt Services/Microsoft Corporation - Charlotte, NC 2004 / Security Helpdesk, Contract Position

•Served on the NCSWAT (North Carolina Sasser Worm Attack Team)

•Provided phone support and troubleshooting for the Sasser worm and other virus issues

•Provided outstanding customer service and support

Access Computers - Charlotte, NC 2004 / PC Repair Technician

•Provided PC Repair and maintenance

•Supported laptops and desktops

•Conducted troubleshooting and repair to resolve hardware and software issues

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