Garry Hart Network/System Support Analyst

*** *. ********* **. - *****, FL 33604

813-***-**** - adnh0n@r.postjobfree.com

SKILLS:

Microsoft Operating

Systems:

· Windows 9x - Windows 10 · Windows Server 2000 - 2012 r2 Other Software: · BMC Track It 9.0 - 11.4 · BMC Footprints ServiceCore 11.x · MacOS 9.x - 10.x

· Microsoft SQL Server 2003 - 2012 r2 · OpenSuSE Linux 9.6 - 15.2 · Cisco IOS 12.4+

· Solaris 8 - 10 · BeOS r4.5 - Haiku · Nano/Vim · DNS/Bind · Siebel/Clarify · Copperview

· WireShark/Airsnort · BaSH/CSH · Dia · VMWare · Telnet/SSH EXPERIENCE:

Support.com

Sunnyvale, CA

August 2017 – March 2018

Comcast Advanced Gateway Technician

Remote/Work-from-Home technician for Comcast Residential Northeast Division

· Assisted residential customer with data outages, configuration, and support of Comcast-provided equipment

· Created documentation & interfaced with fellow techs on trending issues as needed

· Scheduled dispatches and Special Orders for on-site issues

· Instructed users on self-help solutions for Comcast data, voice, and video products

· Maintained home office & equipment to provide support on a daily basis AgileThought LLC

Tampa, FL

August 2015 – January 2017

System Support Administrator

Internal IT Support for AgileThought corporate, client on-site, and remote systems

· Administrator for Active Directory, Group Policies, Office365, and telephony systems

· Facilitator for warranty repairs from OEMs & vendors

· Lead tech for A/V and telephony for company meeting and teleconference issues

· Administrator for audit control of assets provided to AgileThought employees and contractors

· On-site and remote troubleshooting of issues regarding AgileThought assets

· Assisted with routine maintenance of financial department's databases and VMs BMC Software

Tampa, FL

April 2012 – April 2015

System Support Analyst

Phone and remote session based support for BMC Track It and Footprints ServiceCore

· Application troubleshooting, documentation, configuration and setup

· Database maintenance & ODBC testing

· Configuration of automated application processes

· Provided after hours, on-call support for customer system down issues

· Issue resolution and defect tracking for BMC applications Stream Global Services

Tampa, FL

June 2011 – December 2011

Dell Support Technician

Phone-based support for United States military, government & corporate customers of Dell Computers:

· Troubleshooting of Dell hardware including laptops, workstations and servers

· Phone-based & remote online assistance for operating system and driver reloads

· Dispatched Dell warranty parts & repair services to customer locations Windstream Communications

Maitland, FL

October 2003 – May 2010

Lead Internet Support/Data Repair Technician

Phone-based support for Windstream Communications customers:

· Provided frontline/customer facing techincal support, recognized multiple times by upper-management for outstanding performance and call efficiency

· Troubleshooting WAN/LAN connectivity issues

· Order entry and fulfillment for service upgrades provided to customers

· Troubleshooting and configuration of IP pool routing in network core routers and customer equipment

· Configuration and troubleshooting of customer DNS records on hosted servers

· Training and mentoring new hires on use & troubleshooting of various company platforms, technologies and regulations

· Assisted customers with configuration and troubleshooting of dialup, email and webmail services

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