It Support Technical
Resume:
JOHN TRAYLOR
**** ******** ***** ******, ** *****
M 512-***-**** ****.*******@*****.***
Qualifications
A Senior Technical Support Advisor with 16 years of professional experience with in-depth expertise relating to Message One E-Mail Management Services Continuity and Archive Product. Able to collaborate effectively with engineers and software developers to resolve complex product issues. Capable of providing the highest levels of customer and client support through excellent communication and interpersonal skills. Familiar with testing environments to reproduce technical issues for customers and establish successful resolution. Provided assistance for Quality Assurance testing on new releases.
●Enterprise Technical Support
●Enterprise Customer Service
●Training & Development
●Experience in HP and Dell servers. Microsoft Windows and Linux management
●Operations Management
●Quality Assurance Testing
●Installing, Configuring and Troubleshooting customer application servers.
●15 Years overall experience with Microsoft Server and Desktop versions.
●8 Years’ experience as a Network and Microsoft Systems Administrator.
●2 years experience as a Microsoft Systems Engineer in an outsourced consulting role for small to medium size businesses.
●Systems Administration
●Cloud Shared Email Archive Storage
●Communication Skills
Microsoft
●15 Years experience with the Microsoft Windows Server and Desktop.
●Windows Server 2003, 2008 and 2012.
●Active Directory and GPO Management. Active Directory Integrated DNS, DHCP.
●6 years experience with Dell Message One working with Server 2003,2008,2012 Worked with Message One EMS product in an Enterprise Support role working with global customers with small to Enterprise infrastructures
●Exchange 2003, 2007, 2010 and 2013. Understand architectural differences in Exchange 2013. RPC/HTTP, HTTPS. Proxy front end.
●Windows Desktop: WinXP, 2007, 8.1. Outlook 2003, 2010, 2013.
Linux
Red Hat REL 3 RHCT Training 2004. I have always been a Red Hat/Centos Linux enthusiast. I am comfortable with installing, configuring, RPM Mgmt, YUM Mgmt, User Mgmt and overall knowledge of the OS directory locations and where everything resides. Have basic experience with Apache, Postfix, Dovecot and some MySQL setup and usage. I have not supported Linux in a production environment. I do have a strong level of comfort with it. I have personal experience as far back as Red Hat 3 through 6. The old free versions.
Professional Experience
CSS Corp. Technical Support Engineer. Austin, TX (September, 19, 2021 to July, 29, 2022).
Contract with Google supporting Google vendors. Chromebook, Windows 10 and MAC. Onboarding, 2 Factor Authentication and Software installation. Bringing OS up to date to allow network access.
Black Box Network Services Austin, TX
Desktop Services and Coordination (Oct, 25, 2017 – March, 23, 2021)
●Provide level 3 support for Desktop Services for Bank of America.
Desktop reimaging, new installs, user data migration and disk erase.
Image builds troubleshooting and Active Directory OU presence identity.
Strong experience with Microsoft USMT tool usage for migrations.
Strong experience with bank network connectivity.
Remote Desktop Protocol client usage.
Bank eSupport remote assist usage.
Strong experience with Microsoft SL Dynamics ticket dispatch and validation management. Bank Remedy ITSM and Request/Work Order to MSSL ticket eBonding.
Strong experience with bank tools Backup And Migration(BAM), SMTOOLS, BART, Supporttag, ARM/SPOC, Active Directory Users and Computers.
Dell Premier Web Portal Technical Support, Round Rock, TX
Premier Site Technical Support HelpDesk (Jan, 25, 2017 – July, 31, 2017)
Provide inbound email help desk support to customers and Account Managers. Dell Premier is designed for high volume business class customers, partner resellers and global portal customer configurations. Medium, Large, Enterprise, Federal and High Education customers.
Provide support for user account management, Access Group and Role training and troubleshooting. Support for order processing, eQuotes and Sales Quotes, page settings and configurations, Discount Catalog Templates and Standard Configurations, Tax Exemptions and shipping cost rules. Premier site application email notifications.
VERSATA MESSAGEONE, Austin, TX
Enterprise Technical Support Senior Advisor L2/L3 (April, 15, 2015 – Jan, 25, 2016)
Served as Enterprise Technical Support Senior Advisor for Message One on behalf of Dell and later Versata following the acquisition April, 15, 2015.
Strong proficiencies with Active Directory, Exchange 2003-2013, Server 2003, 2008, 2012. DHCP, DNS, External DNS MX record support and troubleshooting. Internet email routing.
Support for small, medium, large and enterprise global customer infrastructures.
Strong experience with VMWare V5.x. VSphere Client Management. Utilized in an internal lab environment for testing and customer setup replications and troubleshooting.
Account for e-mail management services including Enterprise E-Mail Continuity and Archive.
Responsible for troubleshooting network communications and e-mail flow from client networks to and from Global Datacenters.
Enterprise support for a cloud based web application, Alertfind Crisis Management and Alerting, used to communicate to corporate recipients informational and emergency notifications utilizing text to speech voice, recording to voice, and SMS text to all standard phones and smart phones, as well as e-mail to customer MTA’s globally.
DELL MESSAGEONE, Round Rock, TX
Enterprise Technical Support Senior Advisor l2 (December, 10, 2010 – April, 15, 2015)
Served as Enterprise Technical Support Senior Advisor for Message One on behalf of Dell and later Versata following the acquisition April, 15, 2015.
Strong proficiencies with Active Directory, Exchange 2003-2013, Server 2003, 2008, 2012. DHCP, DNS, External DNS MX record support and troubleshooting. Internet email routing.
Support for small, medium, large and enterprise global customer infrastructures.
Strong experience with VMWare V5.x. VSphere Client Management. Utilized in an internal lab environment for testing and customer setup replications and troubleshooting.
Completed VMWare web based modular training program.
Account for e-mail management services including Enterprise E-Mail Continuity and Archive.
Responsible for troubleshooting network communications and e-mail flow from client networks to and from Global Datacenters.
Strong experience with Exchange Management PowerShell for Exchange 2007, 2010 and 2013.
Enterprise support for a cloud based web application, Alertfind Crisis Management and Alerting, used to communicate to corporate recipients informational and emergency notifications utilizing text to speech voice, recording to voice, and SMS text to all standard phones and smart phones, as well as e-mail to customer MTA’s globally.
Provide outstanding levels of customer service resulting in customer recognition and best performance ratings over the past four years.
WHITE GLOVE TECHNOLOGIES, Austin, TX
Systems Engineer II (March, 23, 2009 – July, 31, 2009)
Provided outsourced IT support to medium and small businesses pertaining to Microsoft Network, Windows Small Business Server, Active Directory, and Windows XP desktop and laptop support.
Strong experience with Microsoft Systems, Active Directory, DHCP, DNS, File and Print servers, Firewalls Cisco PIX, ASA and Fortinet.
TEXAS SYSTEMS GROUP, Austin, TX
Microsoft Systems Engineer (Sept, 17,2007 – March, 20, 2009)
Issued outsourced IT support involving Microsoft Network, Windows Server 2003, Exchange 2003, Windows XP desktop support, customer VPN solutions, Symantec Backup Exec, and e-mail security and migrations from local exchange solutions to third-party cloud based solutions.
Provided SSL Certificate setups for Exchange and Outlook Anywhere setups in addition to expertise with Cisco ASA gateway firewall management.
Strong experience with Microsoft Systems. Active Directory, DHCP, DNS, Exchange 2003. MS SQL, Windows Server 2003, GPO Mgmt.,
Firewalls Cisco ASA, Juniper and others. Cisco IPSEC VPN solutions were popular. MS PPTP VPN servers were also used.
TEXAS ASSOCIATION OF REALTORS, Austin, TX
Microsoft Systems Administrator (Oct, 16, 1999 – September, 14, 2007)
●Strong experience with Active Directory, DHCP, DNS, GPO Mgmt, File and Printer Servers, Network Backup solution. Network Mgmt, Firewalls Firebox and Cisco PIX. External public IP management. External DNS management. MS IIS Web servers. MS SQL server mgmt. and backup. Robotic tape backup driven by Brightstor Archserve backup.
Education
MSCE NT 4.0 – Knowledge Alliance, Austin, TX
Associates in Applied Science of Electronics (Concentration – Electronic Technologies & Personal Computer) – Video Technical Institute, Dallas, TX
Microsoft SQL Server 2000 Administration, Austin, TX
Red Hat REL3 RHCT Training, Austin, TX
REFERENCES
●Rob Ossian
Former Dell Supervisor
***@*********.***
Thomas McDaniels
Former Supervisor at Blackbox
******.*********@********.***
Mark Kryzwonsky
Former Team Lead at Blackbox
Contact this candidate