Technical Support Desktop

Willie Glenn

Woodstock, GA ***** ***************@*****.*** 404-***-****

Forty years of extensive and diverse experience in the IT industry working for Hewlett Packard Enterprises, Dell Services, and Dekalb County Watershed Management. Extensive experience San support, networking, Server, Laptop and Desktop Support. Looking for an opportunity that affords me the ability to apply my skills in an IT technical Support capacity and be a part of a winning team. Proven ability to Adapt to a constantly changing Proactive & reactive environment. Excellent Verbal, Written and Communication Skills demonstrated Through successfully interfacing with customers, and Executives. Results Oriented, Self-driven person known for obtaining direct results.

Authorized to work in the US for any employer.

Work Experience

Dekalb County Department of Watershed Management

2017 to Present

Departmental Systems IT Administrator

Administering IT level support to several groups within the county. Responsible for new hire setup, maintaining Active Directory, troubleshooting all hardware & software related issues. Writing SOP’s, delivering weekly progress updates, responsible for all departmental IT calls, hardware and software installations, Administration of several Databases, server backups, and any IT outages. Currently supporting approximately 300 Employees and contractors.

Executive level support for desktop and laptop maintenance

DELL SERVICES (NTTDATA)

2017

•Responsibilities and Duties:

•System administration

•Windows OS Upgrades, Laptop/desktop hardware refresh, Maintenance and troubleshooting

•Installation and configuration of Microsoft products

•Thin client deployment

•Active directory support and maintenance

•Troubleshooting and resolving networking issues

•Awareness of VMware, and cloud-based technologies

•Executive level support for desktop and laptop maintenance

•Active Directory, adding and removing clients, assisting with account lockouts

•Data transfer, re-imaging, mapping network drives & shares, Application customization

•Bit locker drive Encryption, configuring cloud storage

•Complete hardware and software upgrades, Continuous end user support

Technical Account Manager

Hewlett Packard Enterprise 2009 to 2017

•Managing mission critical customers, portfolio management of customer SLA's and deliverables for Data Center Care customers. Lifecycle & End-Of-Life management for customers

•Assisting customers with LDAP setup and configuration for authentication

•architecting, implementing, and supporting complex SAN storage configurations operating in a 24x7x365 mission critical production environment

•Perform escalation support, technical support, and direct interfacing with customers including making onsite visits.

•Perform end-to-end (host to storage) diagnosis of complex large scale enterprise San configurations in a multivendor environment.

•Assistance & management of customer IT infrastructure and Data Centers

•Administrative level support of Windows, VMS, and some VMware operating systems support

•Use of specific tools for Diagnosing and troubleshooting of any hardware or software errors in customer environments including IO protocol errors relating to: SCSI, FC, ISCSI, FCoE, TCPIP, SNMP, SNTP, SNPP etc.

•Support of customers HPE 3PAR StoreServ software products: 3PAR Operating System and Software Suite, 3PAR Replication, 3PAR Data Optimization, 3PAR Security, 3PAR Management Console, 3PAR File Services

•Log file analysis for mission critical issues. Assistance with root cause analysis and problem resolution

•On board administrative configuration of blade servers, IP addressing, and configuration of external Storage

•Daily management presentations of Customer case reporting analysis with technical details & recommendations working directly with Engineers, Solution Architects, Account System Managers, and Customer support Managers

•End to End Ownership of all technical outages and escalations, and creation of Post Incidence Reviews

•Direct interfacing with Engineering Resolution Teams for problem resolution

•Creation and authoring of knowledge base articles

•Creation of capacity planning, Storage Expansion, and trending reports.

•Assistance with Firmware Upgrades, Software Patching, Service Value Reporting, desktop support, installations, configurations and deployment services

•Authoring of Technical documents for customer Best Practices

Tier 2 Technical Support Hewlett Packard Corporation 1987 to 2009

•level II support for mission critical calls

•Field service support, escalations, standby, and direct customer support.

•Replacement of power supplies, disk drives, CPU's, I/O modules, fans, controllers

•Support for Workstations, Servers, File servers, Virtual servers, Clients

•Troubleshooting and support for san design, IP address setup, cabling

•And deployment of applications. hardware, software, and migrations

•Troubleshooting complex Storage issues on Storage controllers, Brocade switches, LAN and WLAN Topologies, fabrics, and devices

•Assisting and managing customers with Raid design, storage arrays, configuration and management of controllers/ devices, and fiber channel protocols errors, Smart arrays, Servers, Networking switches

•Operating system support for VMS, Microsoft Office, and TRU64. Setting up accounts and defining account attributes and privileges. Customer support and Technical Analysis of san design. Using skills and knowledge for complete customer problem resolution. Call center Liaison for any and customer related issues.

Technical Support Manager

ASSOCIATED SOFTWARE CONSULTANTS ORGANIZATION

1984 to 1987

Managed a technical support team that coordinated the delivery and onsite setup of systems configured with ASCO software for TBS (tire business system). Responsible for troubleshooting System hardware and software issues, customer software updates, patches, Firmware upgrades, onsite support, customer configurations, and installations.

Education

B.S. in Computer Science

Atlanta University - Atlanta, GA

Skills

MS OFFICE, SAN, STORAGE AREA NETWORK, MICROSOFT WINDOWS, ACTIVE DIRECTORY, SQL DATABASE ADMINISTRATION

Certifications/Licenses

CompTIA A+

Additional Information

SKILL SUMMARY:

Open Vms Software Admin & support San Topology Analysis & Design Storage Admin & Support Microsoft Windows Software Admin

DL//BL ProLiant & Blade Server Admin & Support MSA, 3PAR, NAS, POS, BLADE, XP Tape Library Support MS office 365

Database Administration

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