Desktop Support Customer Service
Resume:
JONATHAN BASDEN Atlanta, GA *****
Network Administrator
LAN-SAN Engineer HW Systems Analyst PM
Executive Summary
Analytical, collaborative and Customer-focused IT professional with experience leading and contributing to projects designed to enhance system functionality and end-user productivity. Acknowledged for capacity to tackle challenging issues, analyze viable alternatives, and provide innovative solutions that reside well within clients' financial and time frameworks. Utilize persistence, personal integrity, channeled energy, initiative, and determination to conquer technical challenges. Resourceful, life-long learner, embracing knowledge as a tool for improved problem-solving effectiveness. Education
DeVRY University. Decatur, Georgia
- Bachelor of Science (B.S.), Computer Information Systems – 1989
- Associate of Sciences, Business Administration - 1987 Experience
Eurofins Environmental Testing – formerly Analytical Environmental Services (AES). Atlanta, Georgia
Senior IT Engineer 2017 to 2024
Eurofins is a global leader in food, environment, pharmaceutical and product testing. The newly opened Atlanta laboratory is dedicated to providing quality laboratory services to public and private industry customers. Eurofins Environmental Testing provides certified laboratory analyses of toxic, hazardous, and nonhazardous water and wastewater, air analyses, soil toxins, USTs, Industrial Hygiene, asbestos and lead. EET Atlanta has over 100 employees across the main campus. http://www.eurofins.com/environmental-testing/
• Served as the key digital assets manager, managing complex IT systems such as servers, PC workstations, switches, routers, TCP/IP tables, access points, bridges, VOIP systems and security devices.
• Responsible for maintaining capital budgets and sufficient inventories of all IT systems including management of software and hardware systems for reporting and engagement with clients of the company.
• Performed onsite and remote repairs, equipment installations, modifications, end-of-cycle disposals and both proprietary and non-proprietary application installs.
• SME in technical documentation, providing end user presentations for multiple employees and projects.
• Primary project manager in operations efficiency projects and company growth initiatives. TelAid. Atlanta, Georgia 2016 to 2018
Support Analyst/Project Management (3rd Shift)
Telaid is a privately held company with 5 locations across the United States and over 500 employees. Telaid handles complex technology deployments and end-to-end technology lifecycle support exclusively for multi-site clients. Primarily handling large retail organizations, Telaid offers marketing, operations, and loss prevention services. http://www.telaid.com
• Managed a group of on-site technicians responsible for providing remote support, traffic, analysis, corrective actions, and network configuration of lifecycle IT equipment and related software.
• Responsible for all technical reporting and documentation including all add/change/delete states and updates to customer network infrastructure.
• Worked with and maintained relationships with customers remotely and with onsite technical interactions, supporting security systems, POS equipment, and que systems analyses. IBM. Smyrna, Georgia 2005 to 2016
Senior Storage Support Systems Analyst – Enterprise Storage IBM is a leading cloud platform and cognitive solutions company. In business since 1911, IBM is the largest technology and consulting employer in the world, with more than 350,000 employees serving clients in 170 countries. http://www.ibm.com
• Received, analyzed and recorded incident related information involving enterprise level block storage system hardware, microcode, host systems, switch configuration and network issues. Select appropriate actions to resolve problems and communicate the solution or action plan to the customer or IBM service technician. Provided best practices recommendations for host connectivity, switch zoning and environment for the IBM enterprise storage products. Provided problem escalation as appropriate.
• Led Project Management assignments and collaborated across all teams, mentoring rising peers on system procedures, protocols, configurations and effective repair procedures for product lines.
• Assisted with revenue generation by providing sales leads for product lines.
• Worked across all shifts, time zones and cultures to provide cross host, cross platform 24 hour/365 day support for product lines.
• Earned recognition for exceptional internal and external customer support, sales generation and strong work ethic, meeting or exceeding established goals. NetLynx. Covington, Georgia 1997 to 2014
Owner/Operator
NetLynx was a private IT HW and SW support organization which managed file servers, switches, backup solutions, wireless solutions, and security systems. NetLynx also specialized in IT consulting and instruction.
• Designed, built and installed LANs. Managed servers, clients, operating systems, cabling, switches, peripherals, access points and backup solutions (including Novell, Windows and Linux
• Served in a hybrid role as the primary owner and operator of the business engaging in sales, customer support, account management, operations and more.
• Client list includes: On-Site Specialist, Madison Heights, MI; White Schuerman, Rhodes & Burson, P.C. Lawrenceville, Georgia; Steve Craig, DJ, WNNX, Atlanta. Volunteer LAN admin on-call, AngelFlight of Georgia. (1999-2000). Cushman & Wakefield. Atlanta, Georgia 1999 to 2005 Network Administrator/Microcomputer Systems Analyst Cushman & Wakefield, Inc. provides real estate services. The Company represents clients in buying, selling, financing, leasing, managing, and valuing assets, as well as offers strategic planning and research, portfolio analysis, site selection, and space location services. http://cushwake.com Lead Administration of Office Branch Systems including Netware, Lotus Notes and Windows Servers, PC Desktop and Laptop Clients, System Peripherals, VOIP, A/V and Security Systems.
• Implemented and maintained data communications systems consisting of wide and local area networks, network servers, networking equipment (routers, data switches, transceivers, etc.), transmission media (fiber optic and copper cabling, leased lines, wireless media, etc), network protocols (TCP/IP, IPX, etc.) and network operating systems. Responsible for the setup, integration, and support of peripherals such as printers, scanners and presentation media into the network architecture.
• Administered network security procedures and protocols including user setup and deletions, auditing, application push, network rights and permissions. Optimized network data backup devices and viral scans. Monitored and adjusted LAN and server performance (tuning).
• Configured, repaired and synchronized legacy client PDAs and smartphones.
• Implemented modifications to existing and future physical sites, coordinating with management, peers, contractors, data architects, vendors and other responsible parties.
• Supervised additional Cushman and Wakefield systems throughout the United States. Exhibited both a leadership and partnership role with upper level management, team and peers. Color Genesis/DataSlide, Atlanta, Georgia 1991 to 1999 Network Administrator / Computer Graphics Specialist ColorGeneis/DataSlide was an leading E6 photo services lab and service bureau specializing in the support of film, presentation, mounting, storage, print and presentation of early film and digital presentation materials for clients across the United States. Managed and maintained specialized production LANs and Clients for Mid-sized Digital Photo and Computer Graphics Service Bureau.
• Provided technical guidance, support and repair to PC, MAC and RISC based Computer Graphics and Peripheral Production Workstations. Managed and maintained Novell and Windows Servers, Routers, Cablings, Switches, Email Servers and POS systems.
• Graphic imaging duties included: Execution of customer presentations utilizing a variety of platforms software and hardware. Responsible for color matching, prepress assistance, desktop publishing, print output, finishing, quality control and shipping. Graphic design, large format printing, grand format printing and tradeshow graphics production.
IBM, Atlanta, Georgia 1989 to 1991
CGI – Graphic Designer/Illustrator
IBM Desktop Software was a specialty division of IBM concentrating solely on in-house desktop applications developed for the early years of the PC using the DOS and early Windows platforms. Beta Tester, Trainer, Internal Distributer and Presentation Demonstrator for IBM Desktop Software - IBM Hollywood (Version 1).
• Designed and created screen shows, color copies, templates and slides for product demonstrations and trade shows.
• Created artwork for product brochure, ads and computer periodicals.
• Created final presentation and artwork for product box. Additional Information
• Operation of Systems and Platforms: VMWare, PC DOS, Windows 9x, Windows NT, Windows Server 20xx, MAC OS and Novell OS. Microsoft Office support, Microsoft Exchange and Lotus Notes Server and Client Administration. Network Administration including rights and file Access Security.
• Backup and restore. Cabling. Data Recovery. Life Cycle Management. Performance Tuning. Documentation. Emerging Technologies analysis. TCP/IP. Firewalls, Network Security, Routers, Hubs and Switches. Auditing and Capital Budget Management.
• Network Administration including client creation, deployments, rights and file Access Security.
• Experienced Technician in building and modifying Servers, PCs and MACs. (including both modern and legacy systems.). PDA, smartphone and Remote Configurations. IOS and Android Systems. System and client cloning.
• Application language experience: COBOL, CICS, FOCUS, IMS, OS/JCL, PASCAL, BASIC, LINUX, XWindows (AIX).
• Ability to prioritize workloads; flexible to respond to changing requirements in order to meet deadlines. Strong organizational, analytical and follow-up skills. Capable of working in challenging environments, independently or on team. Excellent typing, verbal and written communication skills. Capable of managing departmental budgets.
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