It Support Help Desk

Raymond W. Ross, CCNA / Network +

**** ***** ****** *** #*** OGDEN UT 84401 801-***-**** ************@*****.*** DESKTOP SUPPORT / HELPDESK/ REMOTE TECHNICAL SUPPORT 32 years of experience helpdesk / desktop support and managing computer networks CERTIFICATIONS

CCNA: Cisco Certified Network Associate

CompTia Network+

CNE: Novell Netware 5

InstallShield Admin

IT Support Center: Expert Level Certification for MS Excel, Access, and Outlook. TECHNICAL SKILLS

Microsoft Office v4.2 through 2016, WordPerfect Office, and OpenOffice.org / Libre Office. Front Page / MS Expression Design and Web, Dreamweaver, javascript, Adobe Action Script. HTML 4 / DHTML, CSS 2, CSS3, PHP 5, MYSQL 5, and HTML 5. Adobe Illustrator, Photoshop, Fireworks, Corel Draw, Inkscape, and Gimp 2.0 Xsplit Live Streaming platform for YouTube, FaceBook, Twitch, and Twitter (Periscope) Using Adobe Creative Suite, published a growing YouTube channel with multimedia content Solidworks w/Cosmos through 2009 Autodesk 3D / Studio Max through 2012. Data mining: Monarch, Helium, iMacros, TexPipe and Web Pipe Pro scripting and automation. Server and Desktop virtualization: VMWare Workstation, ESXI 4, 5, with vSphere, Unidesk 1.5, Mirage, Citrix XEN, Microsoft Hyper-V, VMWare ThinApp, NetApp, and Blaze VDI Accelerator. OS-Lite re-mastering for Windows 2000, XP, Vista, 7, and Server 2008 / 2012). Microsoft DOS 2.11 – 6.xx, Windows 3.x –Windows 2000/XP/Vista/7/8/10/ Server 2003-2016 Mac OS x 10.1 Cheetah through 10.13 High Sierra, MS Office, Adobe Creative Suite / Cloud PC and Mac desktops, workstation towers, rack mount servers, Blackberry, Palm, IPhone / IPAD. Intuit QuickBooks 2003 – 2016, all editions including Enterprise and Online versions. Active Directory, SQL Server and Exchange 2000 - 2010 Server Administration. Linux: CentOS 5.x, 6x Ubuntu 8-14, Mint 8-15, Knoppix 6.2, 7.4, and Tiny Core 5.1 Apple Mac OS 8 through 10.5 desktop and server.

Novell Netware v3.11 - 6.0 with Zenworks and E-Directory. Backup Exec, Veritas NetBackup, Arcserve IT, Novastor, Sun Systems Tape Library. McAfee / Trend Micro Office Scan / Norton Antivirus / Panda Antivirus / Avast / AVG. Install Shield application re-packaging (MSI) and enterprise software delivery using SMS, Tivoli, and Unicenter Software Delivery.

VMWare Workstation and VMWare vSphere Hypervisor ESXi. Certified understanding the TCP/IP protocol, sub-networks, and troubleshooting using tools: ipconfig, tracert, ping, arp, etc…

DOS batch scripting, VBscript, Visual Basic, Javascript, and Actionscript Wireless networking protocols 802.11 A-G and wireless security WEP and WPA2. Voice and Video over IP: Cisco, Nortel, Avaya, Toktumi, Vonage, Google Voice, and Skype. Video: Cisco, Polycom and Picturetel.

Acronis TrueImage, Norton Ghost, Hard Drive Copy Pro, and Windows 7 imaging. Remedy Action Request v5.0, Heat, Intuit Track-IT, and Spiceworks help desk systems. Microsoft Remote Desktop, DameWare NT Utilities, PC Anywhere, Citrix GotoAssist, LogMein, Citrix, Windows Terminal Server / Gateway, and Team Viewer with VPN. Nortel VPN client and VPN server with RSA encryption keys AS/400, Oracle 9i, SQL and other client-server and mixed server environments.

PROFESSIONAL EXPERIENCE

YouTube & Twitch Live Streamer

YouTube Inc and Twitch Inc.

Full Time creator

• Educated the pubic on how scammers in India, Pakistan, and Jamaica steal money.

• Developed social engineering techniques to give me USA banks that launder money

• Reported hundreds of USA banks to the FBI resulting in money being returned to victims: Millions of dollars returned. The Bank business owners faced prison time. Ogden UT

04/2023 – Current

Optum Technology / United Health Care Salt Lake City, Utah Associate Tech Support Analyst 09/2018 – 04/2023

• Supported a large corporate environment in the United States, Philippines, and India.

• Documented troubleshooting steps and updated the internal knowledgebase.

• Developed automated solutions for various business segments across the company. American Express Salt Lake City, Utah

Business Systems Analyst - Contractor 03/2018 – 06/2018

• Managed Cardholder Account information through internal cloud application.

• Documented Support steps taken into SalesForce based help-desk system.

• Provided routing and reporting support for global departments worldwide. EHealth, Inc. Salt Lake City, Utah

Desktop Support Specialist - Contractor 10/2017 – 02/2018

• Created, modified, and managed Active Directory resources and user profiles

• Imaged numerous desktop and laptop computers using Microsoft SCCM

• Provided generalist level desktop support for 200+ users Helpme2000.com Salt Lake City, Utah

Remote Support Technician and Onsite Support 4/2015 – 10/2017

Remote Support for numerous businesses across the United States.

Onsite Desktop Support for business located throughout Utah.

Created, modified, and managed Active Directory resources and user profiles.

Support for QuickBooks 2012-2016 Enterprise on SaaS and locally hosted platforms.

Supported cloud based and virtualization platform environments. Basic Research Salt Lake City, Utah

Desktop Support Technician 12/2013 – 03/2015

HelpDesk and Desktop support for numerous business units within the organization

Created, modified, and migrated Active Directory resources and user profiles.

Maintained desktop images for deployment through Windows Deployment Services BugZap Computer Solutions Salt Lake City, Utah

Contractor: services for Onforce, vWorker, and Field Solutions 11/2007 – 11/2013

Onsite desk side and server / network support for various small business.

Remote Technical Support / Networking Support across the United States.

E-commerce setup and maintenance on various platforms and suites. Tyco Valves & Controls Reno, NV

Desktop Support, Database Administrator 2/2007 – 10/2007

Provided desktop, helpdesk, and database support services to a Fortune 500 corporation, worldwide.

Maintained Epicor Avante server and network in a 24x7 manufacturing environment. References available upon request.

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