David R. Frohme

**** ****** **** **** *** ***

Eagan, MN 55122

651-***-****

adzzye@r.postjobfree.com

PROFILE:

IT Professional with over 20 years of experience providing technical assistance and systems administration across a wide variety of industries. Proven ability to provide prompt, courteous technical support to a diverse client population in a busy environment. Patient, with empathy and a knack for understanding customer needs, along with a strong work ethic and excellent problem-solving, customer service, and communication skills. COMPUTER SKILLS:

Hardware:

Laptops, desktops, servers, printers, scanners, projectors, smartphones Software:

Microsoft Operating Systems: Desktop OSs XP through Windows 10, Server OSs Server 2003 through Server 2019 Hyper-V, Active Directory (users and groups, group policy), MS SQL Server, SQL Reporting Services (SSRS), MS Internet Information Server (IIS), MS Exchange Server, MS SharePoint Foundation, Microsoft Office (Word, Excel, Access, PowerPoint and Outlook)

Remote support software: Remote Desktop Connection, DameWare Remote Support, VNC Imaging software: Symantec Ghost, Clonezilla

VPN software: Cisco AnyConnect, Pulse Secure, FortiClient, Global Protect, Secure Link, Bomgar Spiceworks, FootPrints Service Core, PowerShell, Veeam Backup and Recovery, Google Apps for Work PROFESSIONAL EXPERIENCE:

Alpha Video & Audio, Inc. Eden Prairie, MN

Technical Support Supervisor Sept. 2019 to Aug. 2023 All duties of the Technical Support Specialist, and additional responsibilities including: Manage the 24x7 on-call rotation, including scheduling, updating the outsource call service and reporting on-call schedule to payroll.

Assist in hiring and on boarding new Technical Support Specialists. Occasional new server builds, including installing and configuring IIS, MS SQL, Scala Content Manager, and other Alpha created software.

Assist in testing new software products.

Creating both customer facing and internal documentation for supported systems. Technical Support Specialist May 2016 to Sept. 2019 Handle incoming telephone calls and electronically reported customer issues involving Alpha Video’s Digital Signage solution.

Accurately describing and maintaining status of each issue entered in a call tracking database. Analyzing, testing and resolving software defects, administration issues and end user training issues, working directly with customers.

Engage other Support team members and Development staff as appropriate to identify and resolve more difficult issues. Assisting in resolving application setup, administration, availability and performance issues with a focus on HTML, JavaScript, .NET, MS-SQL and IIS.

Conducting setup of new users of hosted service.

Assisting in rolling out system updates, with participation in the change control process. Developing knowledge of Digital Signage software products and new system updates, as they become available Tracking customer assets, and updates, in call tracking database. Occasional after hours coverage for critical software issues as needed and participation in 24x7 on-call schedule. Properly manage customer expectations and customer relationships within the boundaries dictated by policy and process.

Help maintain the FAQ database, and independently contribute to the knowledge base. Logistics Services, Inc. Eagan, MN

IT Systems Administrator February 2014 to April 2016 Provide administration of all IT systems including Windows, Active Directory, LAN/WAN/VPN, Hyper-V, MS SQL Database and Google Apps for Work for Logistics Services, Inc. and two sister companies across six Twin Cities locations.

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615-***-****

Responsible for multiple upgrade projects including Win XP to Win 7, Server 2003 to Server 2008R2 and MS SQL 2005 to MS SQL 2008.

Managed several projects to implement a Hyper-V cluster with Hyper-V replication of virtual machines (VMs) and distributed file system (DFS) replication of shared files to provide high availability (HA) and disaster recovery

(DR).

Managed project to replace aging Untangle Firewall PCs with Fortinet Fortigate UTM appliances. Managed project to create centrally managed Wi-Fi network. Reorganized Active Directory (AD) organizational units (OUs), security groups, group policy objects (GPOs) and NTFS permissions to provide better management and security. Create and maintain reports using SQL Reporting Services(SSRS). CaringBridge Eagan, MN

Desktop Support Technician / System Administrator May 2011 to September 2013 Provide comprehensive desktop PC administration, maintenance and support. Provide server administration and maintenance for CaringBridge office environment. Support established hardware lifecycle management policy including software inventory. Assist in the research and recommendation of hardware and software purchases. Support the maintenance of office infrastructure, phone systems and additional office equipment. Responsible for a MS Exchange 2003 to 2010 migration. Responsible for implementing a MS Exchange Database Availability Group (DAG). Responsible for a MS SharePoint 2003 to 2010 migration. Write PowerShell scripts to optimize backup procedures. Responsible for implementing an automated offsite backup procedure using BackupPC. Mesaba Airlines Eagan, MN

Help Desk Analyst October 2005 to May 2011

Provide desk side and phone support for company employees regarding all manner of PC related issues. Respond to telephone and e-mail requests made to the company help desk. Provide password assistance in Active Directory, AS400 and proprietary environments. Involved in migration from Novell to Active Directory: updated user profiles and added machines to the new domain. Involved in migration from Lotus Notes to MS Exchange: created new email profiles for users and trained users in the use of MS Outlook and MS Outlook Web Access (OWA). Setup and configure Kronos series 4500 time clocks. Configure, image, install new hardware, software and printers. Write scripts to automate complicated software install procedures. Responsible for weekly backup tape rotation.

EDUCATION / CERTIFICATION:

CompTIA A+ Certified 2006

Bachelor of Science in Computer Science, Software Engineering / Technology emphasis 1995, University of Wisconsin – Platteville.

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