Support Specialist Desk Supervisor
Resume:
RAYMOND ADAMS
**** *. ******** **** **. Peoria, AZ 85345
Home: 623-***-**** Cell: 623-***-**** Email: *******@****.***
SUMMARY
Raymond is a highly technical individual with over 13 years’ experience in providing technical support to end users; solving complex problems with helpful solutions in a timely manner. He is both ITIL Foundation and Six Sigma Certified and is working toward his A+ and MCSE Certifications. He has experience providing phone, email, and in-person technical support, troubleshooting diverse levels of hardware, software, networks, and operating systems. He has experience installing and configuring different types of hardware, software, networks, and operating systems including being trained on a wide range of applications. He has worked extensively with Microsoft Office, Microsoft Windows, Mac OSX, Active Directory, Exchange, Adobe, Browsers, Cisco Network Switches, Wireless Access Points, Routing, etc. He understands a wide variety of protocols including DNS, DHCP, TCP/IP, and WAP. Raymond has excellent communication skills and is self-motivated with the ability to work in a high pressure environment. He has been employed with the Arizona Department of Transportation and the Arizona Department of Education for his entire career, which displays his ability to impress his employer and provide great work consistently.
TECHNICAL SUPPORT
–Phone, email, in-person support for diverse levels of hardware, software, networks and operating systems
–Installation/Configuration of diverse types of hardware, software, networks, and operating systems
–Trained a wide range of end-users in various applications
–Internet/Email software and server support expertise
–Researched and documented complex technical issues
–Configured VPN and RAS connections and wireless laptop connections
–Assisted with internal network and Internet WebMail access from outside the organization
–Supported printer, copier, and fax functionality
SOFTWARE AND HARDWARE
–Operating Systems: Microsoft Windows (Windows 7, Windows 8.1Pro and enterprise, Server 2003, 2008, 2008R2, Server 2012 and 2012R2, Mac OSX
–Networks: Microsoft Active Directory, Exchange 2007, 2010and 2013 online Microsoft Lync 2010, network switches
–Applications: Microsoft Office 365 Administration, Office365 SharePoint Administration, Microsoft SQL/Tools/Server database; Microsoft Office 2007, 2010, 2013 and 2016 suites
–(Word, Publisher, Access, Excel, PowerPoint, Visio and other associated Office products); Adobe (Acrobat Family, Pagemaker, Illustrator, Photoshop)
–Browsers: Safari, Internet Explorer, Firefox
–Hardware: HP/Dell computers, Cisco and HP network switches and Wireless access points internal/external device configuration, plus a variety of printers/scanners/copiers
–SQL support and troubleshooting of application connecting to other application by creating ODBC connection to SQL tables. Installation of MS SQL and SQL Express on Windows Servers, Desktop and laptops
NETWORK AND CERTIFICATION
–Certification in Dell desktop and laptop computers, workstations, servers, and printers
oITIL V3 Foundation Certified
oSix Sigma Foundation Certified
–Network Administration knowledge and troubleshooting
–Routing, Ethernet Switching, Active Directory, DNS, DHCP, TCP/IP, WAP
–DSL/Cable services for consumer broadband
–Consumer routers for host access doing NAT for security
–Host configuration/troubleshooting network using ping, trace route, nslookup, and telnet
–Networking tools such as punch down, cable crimps, patch panel testers, toners and cable certifiers
–Created and updated email user information, accounts, groups, addresses, in-boxes, permissions
ACHIEVEMENTS AND CONTRIBUTIONS
–Strong team-building, leadership, and management experience
–Extensive training and competency in workstations, printers, laptops, and network devices
–Comprehensive knowledge of Cisco networks, switches, and IP phones
–Accomplished all short and long-term goals to meet company objectives
SPECIAL PROJECTS
–Collaborated with Vendors and internal teams in putting together a building move for Department of Education.
–Collaborated with my current team on a State wide UPS assessment for AZ Department of Transportation
–Trained Arizona Department of Education IT interns
–Collaborated with Vendors and internal teams in putting together a building move for CLA
–Configured printers and copiers for scanning, printing, email and faxing for Print Shop Unit
–Collaborated with Vendors and internal teams on Office 365 upgrade Nationwide for CLA.
–Collaborated with Vendors and internal teams on Network upgrades from VDSL and T1 to 50MB Fiber at CLA
PROFESSIONAL HISTORY
Children’s Learning Adventure – Phoenix, AZ
June 2015 – Present
Network Support Specialist
June 3rd 2015 - Present
Arizona Department of Transportation – Phoenix, AZ
January 2012 – June 2015
Information Tech Specialist IV / Configuration Supervisor
August 2013 – Present
Information Tech Specialist III PC/LAN
November 2012 – August 2013
Arizona Department of Education – Phoenix, AZ
December 2003 – January 2012
Network Administrator II
February 2012 – November 2012
Information Tech Specialist II / Support Desk Supervisor
January 2009 – February 2012
Network Administrator II
March 2008 – January 2009
Information Tech Specialist II / Support Desk
December 2003 – March 2008
EDUCATION
Glendale Community College
Glendale, AZ 2000 – 2004
Mind Leader Online Certification 09/2009
* Studies in MCSE and A+ Certification toward an AAS degree as a Network Engineer
Area of Concentration: Microsoft Windows 7, Windows 8.1, and Server 2008, 2008R2, 2012 and 2012R2
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