Hardware Configuration Customer Service

Corey Allen

Qualifications Summary

Information Technology specialist with PCST / A+/Net+ and 20 years of experience with Desktop troubleshooting. Also manage multiple projects creatively and efficiently while training IT staff and providing instructional documentation for the department.

●20 years of PC troubleshooting and building experience.

●13 years of printer troubleshooting experience.

●14 years of Microsoft Office Suite experience.

●Lincoln Technical Institute Graduate - PCST (Personal Computer Support Technician - A+/NET+ focus).

●Managed over 10 people for company needs and trained over 1000 people for hardware and software according to company guidelines.

●Creative Problem solving with given information, exceptional requirement analyzer, and Self Instructing Learner.

Skills Summary

Hardware Software

OSx 15

Desktop: Windows 2000, XP, Vista, 7 and 8 installation and configuration

Apple iPads

IBM Thinkpad laptops R, A and T Series

Server: Windows Server 2000, 2003, 2008 installation and configuration

Wyse Thin Clients

Microsoft SQL 7, 2000, 2005, 2008 administration

IGEL Thin Clients

Set up and troubleshooting of Microsoft Office 2000, XP, 2003, 2007, 2010

PC/server hardware setup, upgrade, maintenance

VWWare ESX 3.5, 4.0, vCenter 4.0 administration

IPX/SPX Networking in Windows 2000, 2003, XP, Windows NT domains

System Management Server

Sharepoint

PDQ Deploy

Spiceworks

Meraki

Alphone

Linksys Router/hub configuration in Windows NT, 2000, 2003 domains

HP Zbook, 6570b

Professional Experience

EBA Engineering Baltimore, Maryland April 2015 – November 2021

IT Systems Specialist

Responsible for all Helpdesk Operations, Systems and Software management

Selection of Skills Used:

● Windows 7, 8, 8.1 and 10 installations and troubleshooting

●Deltek installation, training, troubleshooting and documentation

●Apple OSx 15

●Reimaging, rebuilding of laptops and PCs and iPads

●Account creation and management with Active Directory

●Customer Service and desktop / end user support

●Helpdesk management

●Print server management

●Server updates / maintenance

●Software pushes via PDQ Deploy

●Hardware management via Meraki client

Key Contributions:

● Knowledge base article creation.

●Ticket Workflow management.

●Software research, review, proposal and deployment

● Hardware configuration and deployment for all office locations

●Cable management and port activations

Kelly Services Baltimore, Maryland February 2014 - August 2014

Technical Support

Responsible for developing error fixes and providing resolutions via knowledge base.

Selection of Skills Used:

● Windows 7 and 8 troubleshooting.

●Video card configuration and troubleshooting.

● Customer service support.

Key Contributions:

● Knowledge base article creation.

●Ticket Workflow management.

● Team driven resolutions of complex issues.

Prometric − Baltimore, MD OCT 2013 - DEC 2013

Network Analyst / IT Consultant

Network Analyst / consultant for Prometric responsible for administering various levels of access to all programs within the company for Prometric and third parties.

Selection of Skills Used:

●Windows 7, Proprietary software, Active Directory, Group Policy

Key Contributions: User Access, Software and User Account creation

●Create and manage new users in Active Directory.

●Troubleshoot user account issues.

●Utilize a ticketing / workflow system (SDE)

●Other duties as assigned.

IT Consultant − Baltimore, MD OCT 2012 - SEP 2013

IT Specialist / PC Technician

Self employed PC Technician providing services for new computer users pertaining to all aspects of troubleshooting, pc maintenance and responsible usage.

Key Contributions: IT Specialist / PC Technician / Self Employed

●Operating system cleanup and installation.

●Printer install / setup / configuration and troubleshooting.

●Cable modem, Router, Switch / wireless setup configuration and troubleshooting.

●MS Office suite installs and configuration.

●Virus cleanup and prevention.

NetQuest - Baltimore, Maryland AUG 2012 - OCT 2012

Systems Engineer

Field Engineer responsible for timely resolution of major server outages and hardware replacement.

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Selection of Skills Used:

● Windows 7, Server 2003 - 2008, MS Office Suites, Wireless Networking Technologies, Active Directory

Key Contributions:

● Install computer hardware and printers remotely at medical facilities throughout Maryland.

●MS Exchange administration for creation and modification of user accounts.

●Active directory administration for creation and modification of user accounts.

●Log cleanup of physical and virtual servers.

●Citrix administration and software installation.

●Patching of physical and virtual servers for various medical clients.

●Complex issue resolution for issues that arise for end users.

●Would contact and work with vendors for proprietary software issues and troubleshooting.

●IP Monitor monitoring for any issues with connectivity pertaining to switches, routers and circuits for medical clients. Would troubleshoot if there was any issue and contact vendor if escalation was needed.

●Configured new computers and laptops specifically for each medical client according to their software license agreements. Obtain their information from Microsoft and download applications as needed for installation.

●Cable management for various sites as needed for professional preservation of data closets.

●Virus cleanup and prevention for all client sites for both citrix and end user environments, after hours or during depending on the need.

Bravo Health - Baltimore, Maryland JUN 2005 - FEB 2012

Systems Administrator / IT Liaison

Responsible for all computer hardware and thin client systems which are configured for employees locally and at remote offices throughout the USA. Responsible for setting up data closets at new office locations and configuring wireless networks, as well as package deployment via SMS and Citrix administration.

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Selection of Skills Used:

● Windows 7, Server 2003 - 2008, MS Office Suites, Wireless Networking Technologies, Active Directory, Cirtix, System Management Server.

Key Contributions:

●Install and configure Windows Server 2003 and 2008 physical and virtual servers.

●Installation, configuration, and administration of Trend Micro on the Bravo Health Network.

● Managed virus assessment - Reported on how we received viruses on our network and identified holes in network security.

●Installed, configured, and administrated System Management Server 3.0 on the network for remote control capabilities and software distribution.

●Liaison between the Help Desk and Networking / Systems Administrator teams, acting as a triage for major system outages to coordinate efforts.

●Configuration of AV equipment during Senior Leadership Meetings and All Staff meetings.

●Troubleshooting complex issues escalated by Level 1 and Level 2 Help Desk Analysts and escalated issues to the rest of the networking/systems team as needed.

●Supporting over 3000 users at Bravo Health's various offices throughout the United States by using Track IT ticketing system, Active Directory, VNC, Wyse and IGEL thin clients, Citrix Metaframe, Genifax/Rightfax, and a host of other software products.

●Creating project plans for the roll out of SMS packages for many software updates for our medical systems.

●Promoted internally from Help desk technician, to Sr. Help Desk Analyst (Tier 3) to System Administrator / IT Liaison..

●Interim manager for helpdesk and managed 5 helpdesk analysts.

●Team lead for the helpdesk

Education

■Lincoln Technical Institute PCST graduate (A+ / Net+)

●Attended Lincoln Technical Institute for PCST (PC Support Technician) which focuses on A+ and Net+ knowledge, operating system installation and configuration, and troubleshooting skills. Graduated in March 2005.

MS2596 Managing Microsoft System Management Server 2003 Certificate of completion

Concentration: Networking and operating system deployment. PC construction, rebuilds and repair.

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