Experienced Networking, Desktop, and Help Desk Support Specialist

Summary

Experienced networking, desktop, and help desk support specialist for over 30 years. IBM PC Master Instructor. Military technical instructor certifications and NCO training. Experienced with and certified for Dell, Hewlett-Packard, and Compaq computers. Also experienced with Cisco switches and hubs.

Managerial & Supervisory

Help Desk Tier II Supervisor, managing 6 desktop support and help desk personnel.

Established base-wide Aircraft Maintenance Computer network for the US Air Force.

Supervised up to 45 personal in a three-shift operation.

Supervised 6 personal Helpdesk / Desktop support in two states

Provided classroom instruction in basic electronics and reading electronic schematics; instructed individuals in IBM P.C. utilization. (Master Instructor)

Trained and supported customers 24x7.

Technical — Customer Service & Help Desk

Responsible for building, installing, moving, and troubleshooting Windows XP and Windows 2000 desktop and laptop computers (IMAC).

Installed specialized software as needed.

Setup Outlook in an Exchange e-mail system.

Processed public calls supporting the MSHA.GOV website and the eGOV system in particular.

Use Remote Desktop or Network Streaming for remote troubleshooting.

Troubleshoot and setup wireless networks.

Routinely reset passwords for custom applications, Active Directory and Exchange.

Coordinated with vendors for warranty hardware repair and ordered parts.

Setup VPN NetScreen.

Processed tickets using the Magic and BMC Service Desk ticketing systems.

Processed calls and tickets for Level 1 and 2 help desk using LANDesk, Dameware, and other remote software to repair problems.

Troubleshot Windows XP, Windows 2000, Windows 7, and Windows 8.1 problems, VPN Problems, Net Mail (Outlook and Lotus Notes), and Microsoft Office product problems.

Processed calls from field technicians and walked them through resolutions.

Trained internal users.

Supported customer bases from 100 to over 2,500 users.

Experience with Microsoft Office, Corel Office, various Web browsers, e-mail systems, and VPN and backup software (NetScreen and Veritas Backup Exec).

Technical — Networking & Desktop Support

Various consulting positions working with clients migrating systems, installing desktops, servers, networks, remote troubleshooting, and running cable.

Functioned as Tier 1, 2, and 3 at various times in various locations.

Monitor Network with Solar Winds

Installed and repaired Windows Server 2000 and Windows 2003 Server networks.

Installed Active Directory, Outlook 2003, and Outlook 2010.

Responsible for building, installing, moving, and troubleshooting Windows XP desktop and laptop computers in Windows 2000 networking environment. (IMAC)

Responsible for building, installing, moving, and troubleshooting Windows XP desktop and laptop computers in a mixed server environment of Windows 2003, Unix (Sun Solaris), and legacy mainframe networking environment.

Work Closely with Server and LAN Support teams to maintains smooth operation of a multi-user computer system, including local area networks and servers.

Coordinated electronic office system activities, including PCs, client servers, electronic mail, online and Internet resources, LAN and WAN networks, and standard software products.

Ensured Active Directory was setup correctly.

Coordinated with vendors for hardware repair.

Ensured hardware inventory was updated.

Analyzed vendor products.

Setup wireless network access.

Changed backup tapes servers using VERITAS Backup Exec.

Developed and monitored standards and policies for allocation and use of office automation equipment and resources.

Worked remotely with end-users using Remote Desktop or Net Meeting.

Programmed Cisco switches and replaced hubs.

Used Remedy Helpdesk software for tracking tickets.

Used Altiris for software pushes and inventory.

Previous experience with migrating Novell to Windows 2000.

Troubleshot and repaired Hewlett Packard, Compaq, Dell, and DEC, desktops and laptops.

Troubleshot and repaired Hewlett Packard printers.

Migrated Apple MACs to PCs.

Migrated networks: Novell 3.x to NT4; Windows 9x to NT4, and Windows 9x/2000 to Windows XP.

Worked remotely with end users with either NetMeeting, SMS Remote or PC Anywhere.

Migrated Token Ring network to Ethernet network.

Built and installed Novell networks.

Installed CAT5 (and CAT3) network cable and set up networks.

Installed point-of-sale touch screen networks.

Installed Token Ring, ArcNet, and setup networks.

A+ certified.

Performed IMACs.

Accounting System MAS 90

Restaurant touch screen and Retail POS

Worked of all Office products including Office 365.

Experience

Pandemics 2020 Furlough

Been working on Computer, sofeware, printers, Network for different companies IMAC, and Customer Serivices

Xerox Jun 2008 to Present (contract)

Transition Delivery Analyst, Transition Management Support

Provide user support through the application of systems analysis techniques and procedures.

Consult with users to determine the appropriate systems configuration and settings for hardware, applications and operating systems software.

Responsible for solving advanced technical and client service process problems by applying advanced technical knowledge including LAN, WAN, Print Device Management,application development, database management, etc. by developing, modifying, and/or deploying XGS, client and OEM service methodologies.

Comprehends an advanced working knowledge and applies client, XGS and OEM technologies and service practices in order to develop and implement best practices

Responsible for participation in research, development, and implementation of customized technology specific applications that require design changes over the estimated lifecycle of the application deliverable, i.e. documents, forms, scripts, etc.

Duties are delivered to provide customer specific impact, including significant reduction in costs or improved efficiencies.

Duties include the production of technical and business process documentation that are utilized by the client and XGS. For systems definition, process, architecture, change-management and both business process and technology decisions.

Maintains knowledge of recent changes and enhancements to the technology specialty.

Act as the operations technical focal point for new product / feature introductions.

Make systems analytical decisions regarding: computer§ network functionality, network modeling, analysis, and planning research§ related products and make necessary hardware and software recommendations, analyze compatibility of computing systems§ design, development, and§ maintenance of Web sites and their servers work with database management§ systems software and determine ways to organize and store data consults§ with users, to determine hardware, software, or system functional specifications perform the type of testing that is involved in creating§ a system, determining the desired settings for a system, or otherwise substantively affecting the system

US Mine Safety and Health Administration June 2006 to April 2008 (contract)

Desktop Support \ Help Desk II Supervisor

Managed six desktop and Help Desk personal. Covered approximately 2100 clients.

Responsible for building, installing, moving, and troubleshooting Windows XP and Windows 2000 desktop, and laptop computer (IMAC).

Prepared SOPs.

Installed special software as needed.

Setup Outlook in an Exchange e-mail system.

Supported the MSHA.GOV Website eGOV forms, including creating tickets for the correct department, if the Help Desk could not resolve the problem.

Use Remote Desktop or Network Streaming for remote troubleshooting.

Troubleshoot and setup wireless networks.

Reset passwords for the MSHA public Websites, MSHA intranet sites, and MSHA Active Directory.

Coordinated with vendors for warranty hardware repair.

Setup the Netscreen VPN on user’s machines.

Used Magic and BMC Service Desk ticketing system.

Monitor Network traffic with Solar Winds

Independent Consultant Apr 2006 to Jun 2006

Senior Desktop Support Technician

Miscellaneous Consulting and computer works with many Temporary services and business firms, from Migrations to upkeep, moving, and installing of Desktop, Servers and Networks cables. Setting up users accounts on 2000 and 2003 server networks Active Directory

Schlumberger Oilfield Aug 2005 to Apr 2006 (contract)

Desktop Support Technician II

Responsible for building, installing, moving, and troubleshooting Windows XP desktop and laptop computers in a Windows 2000 networking environment. (IMAC)

Work Closely with Server and LAN Support teams to maintains smooth operation of a multi-user computer system, including local area networks and servers.

Coordinate company's electronic office systems activities which may include personal computer, client servers, electronic mail, on-line and internet resources, local area networks and wide area networks, and standard software products.

Ensured Active Directory was setup correctly.

Coordinated with vendors for hardware repair.

Ensured the hardware inventory was updated.

Installed and repaired Windows 2000 servers.

Analyzed vendor products.

Trained internal users.

Setup wireless access.

Administered the VERITAS Backup Exec system, including changing backup tapes on servers.

Developed and monitored policies and standards for allocation and use of office automation equipment and resources.

Worked remotely with end-users using Remote Desktop or Net Meeting.

Programmed switches and replaced hubs with those switches.

Worked with a customer base of over 2000 user.

Used Remedy Helpdesk software for tracking tickets.

Used Altiris for software pushes and inventory.

Used Eudora e-mail.

CompuCom May 2005 to July 2005 (contract)

Helpdesk II

Took calls from Level I and Level 1.5 Help Desk tickets. Used LANDesk, Dameware, or other remote software to repair problems. Also helped end-users repair their problems. Ordered parts if known problem. Troubleshot Windows 2000 and Windows XP operating system problems, VPN Problems, Net Mail (Outlook and Lotus Notes), and MS Office product problems. Took calls from field technicians and walked them through to resolution. Reset passwords, and ensured accounts were properly in Active Directory.

Independent Consulting Oct 2004 to May 2005

Senior Desktop Support Technician

Miscellaneous consulting and computer work with many temporary services and business firms, from migrations to upkeep, moving, and installing of desktops, servers, and network cables. Setup user accounts on Windows 2000 and Windows 2003 server networks through Active Directory.

US Postal Service June 2003 to Oct 2004 (contract)

Customer Service Technician

Responsible for building, installing, moving, and troubleshooting Windows XP desktop, and laptop computer in a Windows 2000 networking environment.

Maintained smooth operations of a multi-user computer system, including LAN.

Duties included setting up user accounts, migrating users from Novell to Windows 2000 Active Directory, and maintaining documentation and installing system-wide software and allocation of mass storage space.

Created/disable/deleted, and reset passwords using Active Directory.

Setup Outlook 2003.

Coordinated the company's electronic office systems activities, including PCs, client servers, electronic mail, online and Internet resources, LAN and WAN networks, and standard software products.

Analyzed vendor products.

Trained internal users.

Developed and monitored policies and standards for allocation and use of office automation equipment and resources.

Worked remotely with end-users using NetMeeting or Desktop Remote.

Programmed switches and replaced hubs with those switches.

Migrated users and programs from Windows 2000 to Windows XP.

Worked with a customer base of over 2000 user.

Independent Consulting October 2001 to June 2003

Senior Desktop Support Technician

Worked with HR Block doing taxes for 2001 and 2002.

Miscellaneous computer works with many temporary services and business firms, from migrations to upkeep, moving, and installing desktop, servers and network cables. Also set up users accounts on Windows 2000 server networks Active Directory.

Entex Information System/ Siemens Business Service April 1998 to October 2001

Outsource to Client Qwest

Senior Desktop Support Technician

Responsible for building, installing, troubleshooting, and performed IMAC’s on Windows 95/NT/2000 desktops, servers, and laptops in Novell and NT networking environment. Built systems using either Norton Ghost or from scratch using OEM CDs.

Installed, troubleshot, and trained customers in the use of Microsoft Office and other programs required to complete their job either in person at their desk side, over the phone or through the Network (using SMS or LAN) connecting computer to computer.

Ensured the end-user was able to print to any printer or connect to any server in the WAN network.

Setup E-mail accounts in either Outlook or Netscape mail.

Troubleshot and repaired Hewlett Packard, Compaq, Dell, DEC, Desktops and laptop computers and other brands of computers.

Created, disabled, deleted, and reset passwords on Windows NT Servers.

Troubleshot and repaired Hewlett Packard printers.

Tracked customer tickets on a US-wide tracking system.

Worked with a customer base of over 400 users.

Worked with the Server team to ensure good network connectivity on all local and remote locations.

Migrated Apple Macs to PCs; Novell 3.x to Windows NT4; Windows 9x to Windows NT4; and Windows 9x/2000 to Windows XP.

Acted as Tier 1, 2, and 3 for the field repair technicians in a 14-statesregion, giving advice or helping on repair of computers and software over the phone or through the Network (using SMS, LAN, and other Remote software's connecting computer to computer.)

Responsible for the research and development on various vendor products to ensure integration compatibly with the existing network computer system and software.

Installed, troubleshot and trained MS Office and any other programs that the End-user needed to complete their job.

Worked remotely with end users with either NetMeeting, SMS remote or PCanywhere.

Areo Teck System (temporary service) Oct 1997 to April 1998

On site at QWEST via Entex Information Services Dec 1997 to April 1998

Desktop Support Technician

Responsible for building, installing, troubleshooting, and performing IMAC’s on Windows 95/NT/2000 desktops, servers, and laptops in Novell and Windows NT networking environment. Used either Norton Ghost or OEM CD's.

Installed, troubleshot, and trained end users in MS Office or other programs needed to complete their job.

Ensured the end-user was able to print to any printer or connect to any server in the WAN network.

Troubleshot and repaired Hewlett Packard, Compaq, Dell, and DEC desktops and laptops, as well as o other computer brands.

Setup users on a Novell 3.11 Server.

Closely worked with fellow remote sited technicians.

Tracked customers' tickets on a US-wide tracking system.

Worked with the server support team to ensure good network connectivity.

Worked with a customer base of over 200 users.

Migrated Apple Macs to PC’s; Novell 3.x to Windows NT4; and Windows 9x to Windows NT4.

On site at Centura Health October 1997 to December 1997

Desktop Support Technician

Responsible for building, installing, troubleshooting, and performing IMAC’s on Windows 95/3.1/DOS desktops in a Novell 3.x/ 4.x network in LAN/WAN environments and in Token Ring and Ethernet.

Installed and troubleshoot Microsoft Office products or other computer programs needed with the medical services.

Ensured the customers were trained in using the programs needed to complete their tasks.

Troubleshot and repaired Hewlett Packard, and Compaq desktops and laptops.

Migrated a Token Ring network to Ethernet network.

Worked with a customer base over 100 users.

Additional Experience Available

Education and Training

San Mateo Community College

Major: Electronic Technology

Community College of the Air Force

Major: Electronic Technology

NonCommission Officer Academy

Major: Managements

Certification Training

Dell Desktop / Laptop / Server Certification Training

Compaq Desktop / Laptop Certification Training

HP Desktop / Laptop / Server Certification Training

HP Printers Certification Training

HP JetDirect Certification Training

A+ Certification

Teksystems Instructional Training for

1.CCNA

2.Manage 2003 Server

Military Education

Noncommissioned Officer Academy

Refresher Instructor School

Advanced Digital Technology

Noncommissioned Officer Leadership School

Technical Instructor School

Theory of Operations/Maintenance of Infrared Video and Low Light Television

Theory of Operations/Maintenance of Radar, Digital and Analog Computers, AC/DC Circuits

Master Instructor

LinkedIn

http://www.linkedin.com/in/DonNewton

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