Support Specialist Technical

Bobby Alston

Primary: 336-***-**** Home: 919-***-**** Email: ******@*****.***

Objective: Skilled Technology Professional with solid experience handling Desktop and Network issues; strong customer service facing experiences with the ability to build lasting relationships and I possess a current secret security clearance. Talents include in-depth knowledge of ICH guidelines, SAE reporting, and GCP auditing processes and procedures. Integral team player with excellent communication skills. Top secret security clearance and secret security clearance both are still obtainable.

Skills: Network System Administration, Database Design & Management, Strategic Technology Planning, Major Software/Systems Implementation, Data/Business/Systems Analysis, Systems Security & Disaster Recovery Planning, Data Flow & Process Mapping, Systems/Desktop Support, SQL Queries & Data Modeling, Active Directory

Education: Devry University, Morrisville, NC B.S. – Technical Management (Project Management) 2010

Wake Technical Community College Certificate in – Healthcare Clinical Research

Community College of the Air Force Medical and Technical Support

Military: United States Air Force Veteran

EXPERIENCE:

NCR/RSS Tier 3 ServiceDesk

Expedite Technology Solution Oct 2021 to March 2023

Primary focus is supporting and troubleshooting hardware and software issues regarding service delivery, installation, deployment, upgrades, outages, component level problems, DHCP, printer configuration and other technical issues.

Supporting CLIENT’S's small and medium sized customers and their analysts in providing problem resolution for CLIENT’S products and services.

Responsible for ensuring the customer's entitlement of services to adhere to contract SLAs; Remotely deliver solutions, work through others to dispatch service personnel; Work directly with the customer to understand and/or escalate the problem to the next level.

Performs additional troubleshooting activities, escalates problems to the appropriate party, and assists in communicating the solution to the customer.

Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches.

System Administrator – Service Desk Tier 2

Perspecta /HP Enterprises /DXC Aug 2017 – May 2021

Subject Matter Expect for two of USPS applications; Troubleshooting, creating and editing documentation for these applications.

Provide 24/7 Technical Support on various proprietary platforms which include applications, servers, workstations, UNIX, windows printing, Active Directory, handheld and mobile devices: in addition to wireless access points and controllers.

Provide server management of clusters, failovers and rollbacks, stop and restart IIS services, TCP/IP configuration of LAN devices, troubleshooting network protocols requiring adherence to strict standards.

Identify performance issues proactively; solve technical problems on assigned hardware and software platforms

Contributes to team’s ability to meet target goals through participation in continuous service improvement initiatives.

Establish contact with end users; gather pertinent information to assist in troubleshooting issues

Documenting incidents in Remedy and Service Now and Resolving all technical issue in a timely manner for clients.

VMWare use to login to certain virtual machine and servers

USPS-IT Ops/Support Analyst III, Public Trust and Secret Clearance, Tier II

I.T. Specialist/Network Support & Instructor

Torch Light Academy Aug 2016 – March 2017

Handle PC, Laptop, and all peripheral hardware for this site.

Analyzes user requirements, procedures, collaborating with the Executives of the Charter School to better provide system capabilities and issues within the organization to understand business processes.

Updating user account, built user exchange mail accounts, permission access, maintain and monitored the Local Area Network(LAN)

Safeguards normal system day to day operations by testing new and or revised software products for anticipated results by testing its functionality, directing end-user involvement in lab.

Coordinated with vendors on Software Application and Hardware lease and purchases.

Collaborating with 3rd party source NCMC Power School to reviews computer system capabilities and workflow.

Kept the communication with Network Contractors and other outsourced entities.

Teach basic computers to the students and Network Security to the Middles School students.

HelpDesk FIOS Support Specialist

Mercury Z, Cary, NC Mar 2016 – Jul 2016

Maintain call center database by documenting all customer contacts.

Team lead and acting floor supervisor. Contract for Frontier position Fios NT helpdesk.

Answers inquiries by clarifying desired information; researching, locating, and providing information.

Analyzes and diagnoses problems and applies known solutions, with the use of application tool called SIMPL, deploying application through Global connect and Putty.

Troubleshooting install issues and rectifying the issue with the help of applications used SIMPL, CITRIX – Web Interface for DPI, Secure Global Desktop, and Viryanet reporting tool, Connect Avaya phone to VOIP network line

Technical Support Specialist

SPX Transformer Solution, Goldsboro, NC Feb 2015 – Oct 2015

Handled all support for department which included: troubleshooting of desktop hardware and software issues, handled wireless issues, installed and troubleshoot windows operating Systems, served as point person for any VPN issues. Setup user in Microsoft Lync, and Outlook. Citrix client set up in Citrix Receiver Enterprise and XenApp.

SAP ERP Netweaver, granted user access, locked and unlocked user account and reset user password.

Landesk remote console access monitored and troubleshoot user’s technical issues and made changes, correction or solved issues. Connect VOIP phone to the network and conference setup Avaya or Polycom

Technical support lead on migration PC’s setup and Also setup Laptops and projector, audio visual for board meetings.

Information Technology Specialist/Special Projects Project Manager

Shaw University, Raleigh, NC Jan 2012 - May 2014

Provided support for Active Directory, servers and related equipment development of system requirements, software design, component coding and testing, system testing, documentation, troubleshooting, Audio Visual and technical support.

Support secure input, storage, retrieval and analysis of data and research for the Institute of Health Science and Community Research at Shaw University and its affiliated research and evaluation grants.

Assist in the design, implement and maintain the disaster recovery plan, system upgrades and patches to remain in compliance with University security policies and procedures.

Statistical data input in SAS, Statistica, and SPSS and technical operations lead and Coordinated projects with the grant’s management team.

Meet with stakeholders about project progress and consult budget with team members and grants management team.

Operation/Desktop/Network Analyst

UNC REX Hospital, Raleigh NC- Systems Feb 2000 - Oct 2011

Provided advanced computer systems and network support for the hospital’s technology infrastructure located across several facilities citywide. Set up Audio Visual

Participated in large-scale enterprise migration projects, systems conversions and performance tuning and monitoring of applications/systems. Helping set long-range technical direction and capacity plans.

Provided Tier 1 and Tier 2 technical support and occasionally some tier 3. Abstraction of user accounts for Cerner.

Actively coordinates with team members and other groups to effectively perform general and routine requests such as backup, restores, permissions changes, patch application, and testing. Provides basic Windows Server and administration support for daily operations.

Configured general group attributes monitoring the relationship between DNS and Active Directory on the network. Also responsible for: Switching local area network/wide area network, virtual private network, and integrated services digital network, network services, virtual machines, routers, IP telephony switches plus legacy and voice over internet protocol, communication applications.

Troubleshoot Cerner clinical application issue with Radnet, Pathnet, Powerchart, Pharmnet. Monitor various Hublink servers, E’Gate server, Exchange server, and Novell server and report any errors in the system to Business Analyst.

Novell NetWare remote to user accounts and work group make changes to account grant permissions and delete permissions and users set printers.

Military Employment Air Force Reserves

Rank: TSG Position: Additional Duty First Sergeant and Non-Commission Officer in Charge of the Helpdesk

Supervised or operated fixed and deployed communications-computer systems (C-CS). Oversaw activities such as configuring and monitoring hardware and software for system operation, processing and control of data flow, and client-server multi-user system support including network management or administration.

Performed microcomputer fault isolation and restore actions. Control, manage, and accounts for automated information system resources. Manage communications-computer security, security programs and activities including information protection.

Served as Help Desk Supervisor providing lead help desk support and, cabling, desktop, technician, and network support Worked with LAN to maintain user profiles on the network, and troubleshoot user’s software problems

Performed operations maintenance including program debugging on PC’s and peripheral equipment.

Used Remedy (Action Request System) to track, resolve and escalate trouble tickets.

Managed and control ADP resources maintaining equipment accounts and inventories as well as contracts and submits reports.

Manage user and computer accounts using NTDS and Secure network traffic by using IPsec and certificates.

Administers server-based networked systems, distributed applications, network storage, messaging, and application monitoring required to provision, sustain, operate and integrate cyber networked systems and applications in garrison and at deployed locations.

Core competencies include server operating systems, database administration, web technologies, systems-related project management and supervising computer operators as well as consultant for computer-based problems beyond the knowledge of Client Systems technicians.

Training & Courses

Apprentice Communications-Computer systems Operations

Advanced Communications-Computer systems Operations

Air Force NCO Leadership Development Program

A+ Certification for Workgroup Management

A+ Certification for PC Technologies

Windows 2000: Network and Operating Systems Course

Cisco Interconnection Devices Course

Technical Support Safety and Preventative Maintenance

INFOCON

Microsoft Windows NT programming for Unix Developers Architecture.

Advance web Authoring: Java course

Technical Support: PC Configuration I/Technical Support: PC Configuration II/Technical Support: PC Diagnostic & Repair

CompTIA Security +

CCNA: Interconnecting Cisco Network Devices, Part One Course

Technical Support, PC Diagnostics & Repair – USAF

Technical Support: PC Configuration I Course – USAF

Air Force Training Course

Apprentice Communications – Computer Systems Operator Training Course

Programing Fundamentals Designing Programs

Advanced Communications-Computer Systems Operations Training

Web Administration Course

Advanced Web Authoring: Java

System Administrators Course

Network User Licensing Course

Microsoft Windows NT Programming for UNIX Developers Architecture Course

Application Skills

EMR, Microsoft SQL Enterprise Manager, Microsoft SQL Query Analyzer, Novell ZENworks, Compaq Insight Manager, Norton Ghost, Microsoft Project, Microsoft Visual, Microsoft Visio, Remedy, Nortel Client, PCAnywhere, Macromedia Dreamweaver, Microsoft FrontPage, Microsoft Office, Cerner, Powerchart, Radnet, Firstnet, 3M APC Grouper Plus, 3M APC Oversight, 3M Health Information Systems, Abaer Biologic, Hearing Screening System, Accutech, Achieve Matrix, Allscripts Ambulatory EHR-PM, Windows, AIX, Netware, OS/2

Membership, Leadership & Organizations

Kappa Alpha Psi Fraternity Inc.

The National Society of Leadership and Success – Shaw University 2015

The National Society of Leadership and Success (National Engaged Leader Award) – Shaw University 2015

AFRC NCO Leadership Development Program – 2007

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