Support Technical
Resume:
CHARLES C. MCINTOSH
***********@*****.***
SUMMARY
Intuitive technical support professional with 10+ years of experience and a well-rounded background in software, hardware, network support, and solid background in end-user support through in-person, on-site training, and remote support. Passionate problem solver with track record of taking ownership and utilizing my experience to anticipate, identify problems, and provide a timely solution to drive high satisfaction. PROFESSIONAL EXPERIENCE
Technology Associate
KPMG - Montvale, NJ
August 2010 to July 2020
• Provided level 3 support for proprietary audit software: eAudit (version 2010 through 2020) and KSW, acted as a liaison with development and global support groups for issues escalated via ServiceNow call ticketing system.
• Troubleshot connectivity and functionality issues escalated via 1st level support and provided SME knowledge to assist 1st level helpdesk analysts in resolving issues and meeting\exceeding SLA goals
(80% first call resolution) and end-user satisfaction.
• Assisted end-users via ServiceNow chat and remote connect software (MS Netmeeting, Supportsoft Support Center) to further troubleshoot functionality and application installation issues.
• Troubleshot audit file SQL database errors utilizing SQL Server Management Studio (2012 through 2017).
• Assigned to closeout team January 2012 as senior managing processing year–end closeout of audit engagement files through generation of RF (roll forward) files and backup files.
• Managed creation of PDF files from completed prior year audits to meet audit retention and compliance guidelines.
• Assigned to network project support team November 2018 to assist IT architecture\engineering staff with configuration, deployment of NAC (network access control) initiative, and support of local area network
(LAN), and wide area network (WAN).
• Monitored networks to ensure availability to end-users, and perform necessary maintenance to support LAN\WAN availability using CSM, and Panorama.
• Administered network firewalls and coordination of network and data communication hardware and software using Panorama.
Support Technician Level II
AMS Staffing - Princeton, NJ
November 2009 to March 2010
• Provided on-site support for AMS client: SES.
• Supported 150 laptop (Lenovo T400, T400s, x200, T60, T42) end-users troubleshooting hardware, and software issues escalated via the ITRS call ticketing system.
• Administered end-user login accounts using MS Active Directory and configured new user accounts.
• Performed upgrades for existing user laptops using Symantec Ghost software to load backed up files and created and configured images for new end-users.
• Troubleshot remote access issues using RAS software to administer existing users and setup of new and temporary user accounts.
• Troubleshot end-user TCP/IP connection issues for in-office and remote users using remote connection software (Timbuktu) and on-site visitation.
• Configured Lotus Notes version R8.5 accounts for new and existing users upgraded (from version R7 and R7.5) and troubleshoot synchronization and usage issues.
• Managed temporary user accounts for external contractors requesting wireless access to LAN and remote access via Cisco VPN.
Contractor
Robert Half Technology - Union Beach, NJ
January 2009 to August 2009
• Provided on-site helpdesk support for RHT client: IFF.
• Supported end-users through phone support and in-person assistance.
• Managed end-users Novell and remote access accounts, provided account maintenance and setup of new user remote access accounts.
• Troubleshoot SAP login issues and provided support maintaining user accounts.
• Assisted end-users troubleshooting laptop and desktop usage issues and peripheral devices (printers, USB storage devices, docking stations).
• Supported users Lotus Notes (version R5 and R7) accounts provided account maintenance (new account creation, password reset) and troubleshoot replication and usage issues. TAC Analyst
Ernst and Young - Secaucus, NJ
December 2006 to September 2008
• Promoted to both EY Select (SMS) and EYPB (Ernst and Young Personal Backup) SME (subject matter expert) group (August 2008) to test new upgrades/features and troubleshoot existing issues escalated, via Remedy ticketing system, by local technicians.
• Administered users EYPB accounts, using the Support Center application to assist local technicians in performing reinstates\deletions of users accounts.
• Administered in-office and remote users encryption (Pointsec) accounts and troubleshoot laptop hard drive encryption issues using Pointsec WebRH software.
• Assisted local technicians (US and Americas) during the re-image process for laptop PC’s creating ISO image files to decrypt end user hard drives to be copied or replaced.
• On-boarded as pilot deployment team member (January 2007) for development, testing, and deployment of EYPB and SMS 2003 application to users globally.
• Received bonus and recognition through R&R (Reward and Recognition) program for successful deployment of EYPB, SMS 2003 (February 2008) and Gamx 4.0 upgrade (March 2008). EDUCATION
Certificate: Network+,
Coursework completed: Cisco ICND1
New Horizons Computer Training Center – Iselin, NJ Diploma: Computer Technical support
The Chubb Institute - North Brunswick, NJ
B.A. Communications
Rutgers University, Livingston College - Piscataway, NJ SKILLS
LAN\WAN, TCP/IP, Active Directory, Microsoft Windows, DNS, TCP, DHCP, VPN, Microsoft Office\O365, Cisco Security Manger, Panorama, computer networking, network firewalls, network support and monitoring, SQL, SQL Server Management Studio, Cisco router and switches, RSA SecurID, MAC OSX, encryption, Adobe Acrobat, Remedy, ServiceNow, CERTIFICATIONS
CompTIA Network+ June 2010
ITIL Foundation (2011) February 2015
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