**** ********** ***** ***** ***. *-*** .LAWRENCEVILLE, GA 30044

PHONE 770-***-**** • E-MAIL adzfje@r.postjobfree.com RAYMOND A. JONES

SUMMARY OF QUALIFICATIONS

■

■ A Self-motivated and organized professional with over 17 years of Technical Support experience in a Windows 7/8.1 desktop environment and 2008 server environment. Creative and strategic out-of-the-box thinker, customer oriented communicator and hands on individual with a consistent record of overachievement. Strong team leadership, customer service, and hardware/software technical skills.

■

TECHNICAL SKILLS

Systems Windows Server 2008 R2, Window 2000 Enterprise, Windows 7, 8.1, Apple IOS 8.1 Hardware Dell Poweredge, Dimensions, Optiplex, Latitudes, Inspirons, Wireless Products, Desktop and Laptop repairs, Cisco Network Hardware, Apple iPad, iPhone Software Active Directory, Windows 2008 Enterprise, Windows 2000 Enterprise, Exchange 2000, Lotus Notes/Domino, Symantec Ghost, MS Office 2007,2010, 2013, Microsoft Project, RSA Secure Server, Terminal Services, MSSQL, MySQL, Symantec Antivirus Corporate Edition, Veritas Netbackup, PCAnywhere, Dameware, Telnet, Net Support, Bloomberg, Remedy, NetIQ, Cisco VPN Client/AnyConnect, Trend Micro Officescan, Safeguard Easy, VNC viewer, Exceed, Putty, Windows Powershell, MS Exchange Admin Center 2013, SCCM, Cisco ASDM Network DHCP, WINS, DNS, AD, HOSTS, TCP/IP, IPX-SPX, SNMP, STMP,VPN, TELNET, FTP, POP, SAN, Firewall configuration, router and switch configuration Certification ITIL Version 3 Foundation, Cisco Network Administration, Linux Professional PROFESSIONAL EXPERIENCE

May 2015 – Present Magellan Health Services Scottsdale, AZ LAN Adminitstrator

■ First point of contact for CEO and all chief officers of the company for any IT related issues

■ Performing daily testing of all conferencing equipment located in corporate headquarters

■ Maintaining integrity of local network equipment, as well as being smart-hands for any team needing physical support at the location

■ Remotely assisting users in other areas of the company

■ Provisioning mailboxes for users and groups

■ Performing 2nd level Triage and Resolution of user ticket escalations from the Magellan Service Desk Feb 2015 – May 2015 Insight Global Scottsdale, AZ

LAN Adminitstrator

■ Contracted through Insight Global as primary IT support person for Magellan Health Services’ executive members

■ First point of contact for CEO and all chief officers of the company for any IT related issues

■ Performing daily testing of all conferencing equipment located in corporate headquarters

■ Maintaining integrity of local network equipment, as well as being smart-hands for any team needing physical support at the location

■ Remotely assisting users in other areas of the company

■ Provisioning mailboxes for users and groups

■ Performing 2nd level Triage and Resolution of user ticket escalations from the Magellan Service Desk Jan 2014 – Feb 2015 General Motors Phoenix, AZ

Exchange Adminitstrator

■ Managing the day-to-day monitoring, implementing responsive actions, and reporting on the messaging system

■ Performing the initial troubleshooting of messaging system errors and alerts and managing the escalation to Support Engineering

■ Supporting the triage, corrective action, communication and reporting for incidents

■ Executing day-to-day Operations tasks (care and feeding)

■ Provisioning mailboxes for users and groups

■ Performing 2nd level Triage and Resolution of user ticket escalations from the GM Service Desk, working directly with user, if necessary

Sep 2010 – Jan 2014 CGI Phoenix, AZ

Sr. Systems Support

■ Primary member of internal desktop support team for Phoenix Datacenter

■ Troubleshoot and resolve trouble-tickets transmitted through company’s internal Remedy tracking system

■ Update company’s procurement site when items purchased arrive, saving company money fees for late payment

■ Assist in telecommunications work when requested to do so

■ Maintain inventory of internal computer assets and redistributing surplus assets where available to prevent unneeded purchases

■ Setup and troubleshoot Blackberry devices as well configure their connectivity to company email Aug 2007 – Sep 2010 CGI Atlanta, GA

Desktop Support Analyst

■ Member of 2 person desktop support team for Novelis’ Executive office on a 24/7 VIP basis.

■ Troubleshoot and resolve trouble-tickets transmitted through company’s internal HEAT tracking system

■ Created user names, and granted access to shared resources via Active Directory

■ Test and establish video conference connections for use by company’s President and Vice Presidents

■ Assigned the position of Project Manager for maintaining compliance of Novelis’ computer room standards

■ Request Lotus Notes IDs for users as well as setup replication for their mail accounts

■ Setup and troubleshoot Blackberry devices as well configure their connectivity to company email

■ Perform in-house service on company’s PCs and peripherals which saves the company thousands by keeping out-of-warranty units operational

■ Provide installation service of wireless network in the homes of Executive officers

■

May 2007 – Aug 2007 McKesson Alpharetta, GA

Desktop Support Technician

■ Contracted through Insight Global as a member of desktop support team for company’s end-users

■ Troubleshoot and resolve trouble-tickets transmitted through Unicenter Service Request System

■ Manage incoming calls requesting desktop assistance and properly forwarding the requests to the proper on-site technicians if necessary

■ Perform in-house service on company’s PCs and peripherals which saves the company thousands by keeping out-of-warranty units operational

June 2005 – May 2007 Verizon Wireless -- Network Alpharetta, GA EDN Desktop Support Technician

■ Contracted through TekSystems as the only desktop support technician for Verizon Wireless’ SE region

■ In charge of troubleshooting hardware and software issues with users laptops and workstations

■ Provide 24/7 support for the Southeast region which includes GA, FL, NC, SC, AL, MS, LA, KY, TN

■ Migrated 450+ laptops and workstations from Norton Anti-Virus CE to Trend Micro Officescan Client within a month’s time while still maintaining trouble tickets.

■ Saved the company more than $30,000 by successfully testing the ability to use a multi-monitor video adapter in an IBM docking station. Thus, preventing the necessity of buying both workstations and laptops for each of the 20 engineers upgrading to newer and more reliable systems

■ Traveled to Raleigh, NC to image 10 Compaq laptops with the standard EDN image saving money on the shipping of each unit and reducing employee downtime

■ Participated in the migration of 900 user accounts using NetIQ and Active Directory

■ Assisted other regional technicians with their trouble tickets when necessary

■ Configured Microsoft Office Communicator user accounts

■ Created, edited and monitored user accounts in RSA ACE Server for access to company resources via VPN

■ Saved Verizon Wireless $10,000 by assisting in the audit of local EDN switch and freeing up all unused ports, which prevented the necessity of an extra switch card.

■ Occasionally worked late in the evening to assist users on the nightshift which helped reduce downtime

■ Hosted weekly regional technician meeting whenever manager could not attend the call May 2005 – May 2005 Kforce Professional Staffing Atlanta, GA IT Specialist/Migration Tech

■ Assisted in the migration of 1200+ Compaq laptops from Windows 2000 operating system to Windows XP Professional for KPMG

■ Used procedure manual to backup all cookies and personal documents onto external USB hard drive.

■ Responsible for backing up information pertaining to proprietary software installed on individual systems.

■ Replaced original hard drive with larger capacity hard drive. February 2004 – October 2004 Warranty Corporation of America Atlanta, GA Desktop Support Technician

■ Handled and processed warranty claims for electronic equipment, primarily desktops and laptops using ICS phone client; as well as supporting the customer via internal chat client.

■ Correctly resolved majority of tickets handled within the first call

■ One of the first team members trained to handle a major office supply company’s extended warranty program

■ Assisted team members with any customer related questions which reduced the amount of people away from their phones

■ Was awarded certificates for Outstanding customer service more than 4 times

■ Processed warranty claims for queues not related to electronics when necessary

■ Acted as a point of contact between customers and the field technician assigned to repair their units March 2001 – July 2003 NASDAQ Stock Market, Inc.New York, NY Systems Administrator

■ Lead administrator for 2,000+ Windows 2000 and Windows XP Professional users in a Dell environment. Responsible for server upgrades and all aspects of network rollouts. Administered users via Critix Client and AD.

■ Configured all internal DNS, FTP and all client servers which resided on Dell Hardware using Windows 2000 Server and MSSQL 2000 server.

■ Supported internal software and hardware issues remotely, telephonically or physically.

■ Installed standard NASDAQ image onto department Dell laptops and desktops.

■ Administrator of all 2000 Dell Poweredge servers remotely via terminal services, LDM, ILO, and RIB.

■ Responsible for all client server backups utilizing Veritas Backup Software.

■ Served as primary phone contact for all service bureau clients and their clearing firms concerning trade errors, communication errors and all general inquiries.

■ Helped senior systems support manager write and revise user training manuals and procedures for configuration of all internal and service bureau Dell Poweredge servers configured with Windows 2000 server.

■ Hosted meetings with operations management concerning the purchase, placement and naming convention of Dell Poweredge servers used in the service bureau.

■ Researched and developed project plans for migrating mail system from ISP to internal Microsoft Exchange System.

■ Maintained operating and LAN systems to current version, coordinated changes, capacity planning/performance, proactive monitoring and problem resolution for (NT, and Windows 2000).

■ Assisted development team with creating trade report templates using Crystal Reports.

■ Entered commands and observed system functions of MSSQL Server 2000 to verify proper trade activities.

■ Recognized for quickly troubleshooting problems and offering effective solution to meet business requirements.

■ Received “Above and Beyond Award” for working extra hours and weekends so that the “ToolsPlus” service bureau would be up and running on schedule.

■ Created documentation on policy and procedures for installation of all software installed on all servers.

■ Training of all sales staff regarding remote connectivity to all Windows 2000 demonstration servers. EDUCATION

South Mountain Community College Phoenix, AZ

Graduated May 2015

Associates in Applied Sciences –Network Security

■ Achievements Phi Theta Kappa Honors Society

■ Certificate of Completion – Linux Professional

■ Certificate of Completion – Network Administration

■ Certificate of Completion – Network Security

REFERENCES

Reference furnished upon request

Contact this candidate