Support Specialist
Resume:
Raymond Winch
Gettysburg, PA *****
***@********-**.***
Experienced IT professional maintaining PC, Server & mobile environments seeks atmosphere where duties in technical support, infrastructure management, networking and security can help fulfill the requirements for a knowledgeable, articulate, customer and results oriented representative. Outstanding customer service demonstrating effective troubleshooting and diagnostic skills predicated on fast resolution of technical issues including: Extensive technical acumen with an expertise in leadership and project management skills. Over 20 years of continuous familiarity with internal component architecture, speed & stability. LAN/WAN and active directory administration in TCP/IP networking environments with both wired and wireless environments. Experience with a wide array of architecture platforms including:
Routers & Switches- Cisco, Sonicwall, Fortigate, Asus, Netgear, D-Link. Servers- HP/Compaq Proliant, Dell Poweredge, both rack mount & tower. Workstations & Laptops- HP, Compaq, Gateway, Dell, Sony, Fujitsu, Hitachi, Toshiba, Micron, Apple, IBM, Acer. Printers, Copiers and MFD’s- HP, Lexmark, Tektronix, Brother, Canon, Epson, Sharp, Okidata, Konica Minolta, IBM. Smartphones- HTC, LG, Motorola, Samsung, Apple.
Qualification
• PC Security: Diagnostics, resolution and prevention primarily focused on rising and extant security concerns. Anti-virus/spam and spyware software/hardware implementation. McAfee, Symantec, Kaspersky & Trend on both managed, server based & unmanaged, stand alone environments.
• Enterprise scale Operating system deployments, both server and client, developing and utilizing procedural documentation for efficiency in both time and cost efficacy.
• Thorough testing and implementation of security patches and group policy updates to insure stability and cohesion for particular client demands in relation to specific software and hardware infrastructure configurations and platforms.
• Disaster recovery: Proactive use of disk imaging software and retroactive use of data recovery tools and utilities.
• LAN network deployment on both wired and wireless 802.11x broadband platforms emphasizing proper cabling, firewall/IDS integration, configuration, encryption and security on both local intranet and VPN tunnels.
• Signature based recognition Biometrics implementation. Authorized to work in the US for any employer
Work Experience
Technical Support Specialist/Contractor
January 2020 to Present
• Branch level deployment of Windows 10 Enterprise infrastructure migration
• Hardware and O/S upgrade via Ethernet infrastructure
• Retail application quality assurance testing, troubleshooting and resolution for stability and security with uniform deployment standard and attention to SLA protocol Advocate and Onboarding Specialist
Astrazeneca - Gaithersburg, MD
August 2016 to December 2020
• Technical support specialist focused upon all facets of hardware, application and operating system security, maintenance, repair and/or replacement and reimaging
• Lead Technician coordinating SLA prioritized assignments across a proven team
• AskIT Advocate position created to address walk-in issues at a centralized kiosk supplementing Service Now ticket system and remote support
• Collaboration to implement 802.11 Wireless networking deployment for seamless campus wide connectivity with Wired failover.
• Migration of local file server backup to Microsoft OneDrive and Box cloud based solution
• Lead role implementing IT seminar for onboarding new employees including initial computer deployment, account and password creation accompanied with a thorough presentation of IT standards campus/company wide focusing upon security, equipment, training and resources for assistance. Prior to this role, the process was decentralized and done individually. This role allowed a group of onboarded employees to achieve this training collectively on Day 1 thus reducing company time and resources while increasing efficiency
Technical Support Specialist/Contractor
M&T Bank - Buffalo, NY
January 2015 to December 2016
· Branch level deployment of Windows 7 Enterprise client and Server 2012 infrastructure migration from Windows XP and Novell.
· Hardware upgrade and inline network imaging utilizing standard and PXE TCP/IP networking over both fast and gigabit Ethernet infrastructure.
· Retail application quality assurance testing, troubleshooting and resolution for proven and uniform deployment standard and SLA.
Technical Support Specialist/Contractor
PNC Bank
January 2016 to June 2016
· Branch level deployment of Windows 7 Enterprise infrastructure migration from Windows XP
· Hardware and O/S upgrade over both fast and gigabit Ethernet infrastructure
· Retail application quality assurance testing, troubleshooting and resolution for proven and uniform deployment standard and SLA
Technical Support Specialist & Network Administration Stef@URabode - Gettysburg, PA
January 2013 to December 2015
• Small business account coordinating comprehensive hardware, networking, security and software upgrade.
• Complete PC troubleshooting, diagnostics & repair. Operating & application system upgrade, installation, patching & optimization utilizing disk imaging and/or registry integrity maintenance.
• Virus removal/prevention, anti spam & spyware implementation.
• LAN network deployment on both wired and wireless broadband platforms emphasizing proper firewall/ switch integration, encryption and security.
• Category 6 & RJ45 wiring & termination and wireless 802.11ac class router deployment and configuration.
Copier Service & Network Implementation/Support
HVA - Severna Park, MD
January 2010 to December 2013
• Diagnostics, service and support for both black & white and color Canon business and industrial scale imageRunner class machines.
• Category 5e, 6 & RJ45 wiring & termination for integration of newer production class models. Biometric Installation Specialist
VOLT Technical Services - Vienna, VA
January 2009 to December 2010
• Work with EDS installing Biometric hand reading devices and determining proper wireless 802.xx connectivity and stability.
Technical Support Specialist & Network Administration MTBW SERVICES - Mount Airy, MD
January 2007 to December 2008
• On site, Terminal Services and remote RDP support for commercial accounts focused on comprehensive hardware, networking, security & software applications.
• Complete PC troubleshooting, diagnostics & repair. Operating & application system installation, maintenance & optimization.
• Comprehensive Infinitime biometrics deployment utilizing Oracle based Infinitime server and endpoint platform. Centralized Server located 70 miles from endpoint plat. Utilized hand signature verification for accurate employee timecard status. Implemented all phases of hardware, software, server, workstation, wiring & TCP/IP installation and configuration.
• Coordinated several rollouts of Enterprise wide hardware and operating/application system upgrades with complete endpoint data migration.
• Implementation and configuration of firewall platforms primarily using Fortigate firewall/IDS hardware.
• Plenum Cat 5e & 6 wiring, routing & termination for small, mid-sized and large/government business operations terminating at client side and data closets.
• Server O/S platforms include Microsoft Windows Server 2000, 2003 & Novell. In depth use of Microsoft active directory for end user accounts and administrative maintenance.
• Setup, maintenance and repair of RAID arrays, primary, secondary & tertiary data storage & tape/USB backup solutions utilizing Symantec and Veritas.
• On site support for several contracts including US Pharmacopoeia, Biomedical Engineering Society, CJBecker & Tempchin Accounting Services, Simms Showers legal practice. Direct support for DC & Baltimore downtown office buildings using both help desk dispatch and RDP. Attention to SLA's with timely and complete problem diagnosis, resolution and closure.
• Software and e-mail setup, diagnostics, troubleshooting & installation on Lotus Notes, Novell GroupWise, Microsoft Office 2000, 2003, 2007 and various COTS platforms. Technical Support Specialist & Network Administration RESQTECH SERVICES - Gaithersburg, MD
January 2002 to December 2007
• On site and remote-RDP support for residential and commercial accounts focused upon comprehensive hardware, networking, security and software support.
• Complete PC troubleshooting, diagnostics & repair. Operating & application system upgrade, installation, patching & optimization utilizing disk imaging and/or registry integrity maintenance.
• Direct support for problem resolution primarily centered upon rising PC security concerns. Virus removal/prevention, anti spam & spyware implementation. Familiarity w/ all major anti-virus system security platforms including McAfee, Symantec & Trend and deployment on both centrally managed and unmanaged platforms
• LAN network deployment on both wired and wireless broadband platforms emphasizing proper firewall/ switch integration, encryption and security.
• Cat 5e & 6 wiring, routing & termination for small and mid-sized business operations terminating at client side and data closets
• Professional, effective and concise clientele communication. Technical Support Representative
DECISION ONE CORP - Frazer, PA
January 1998 to December 2002
• On site support for several contracts including The World Bank, Securities and Exchange Commission, United States Treasury, Bank of America, Wachovia & Bridge Network Information Systems utilizing call center help desk dispatch.
• Assisted in the strategic rollout of several Dos/Windows migrations to Enterprise level Windows NT4 operating/application systems, updates & data migration.
• Attention to SLA's with timely and complete problem diagnosis, resolution and closure of paramount importance.
• Complete hardware support primarily on Dell, Compaq & HP workstation platforms.
• Software and e-mail setup, diagnostics, troubleshooting & installation on Lotus Notes and Microsoft Office 97 platforms. Operating system optimization utilizing Symantec Ghost disk imaging coupled with server based data retrieval, Microsoft Sysdiff/SMS software and registry integrity maintenance.
• In depth familiarity with operating system platforms including Windows 95, NT
• Tiered cooperation in a team environment to rapidly, effectively and successfully develop ongoing working solutions and documentation. Administered end user privileges/rights on Enterprise wide multi- domain network. Thorough understanding & administration of Ethernet, Token Ring, TCP/IP, Bootp & IPX networks.
Education
Bachelor of Arts
University of MD at College Park - College Park, MD Certified in 1st Responder, Firefighter II, Master Emergency Medical Technician and EVOC
Kensington, MD
Skills
• Active Directory
• Operating Systems
• TCP/IP
• Computer Networking
• Technical Support
• Microsoft Windows
• DNS
• Scripting
• PowerShell
• LAN
• WAN
• VPN
• Help Desk
• Network Support
• Microsoft Windows Server
• Network Firewalls
Contact this candidate