Technical Support Specialist

Edward Aubrey Fullington

SUMMARY

Seasoned IT professional with extensive experience in systems analysis, technical support, and IT infrastructure management.

Adept at troubleshooting, software deployment, and network administration.

Proven track record of leading teams, managing projects, and optimizing IT solutions to drive operational efficiency.

Passionate about delivering targeted technical solutions and ensuring seamless system performance.

TECHNICAL SKILLS:

Operating Systems: Windows Server, Mac OS X, Novell NetWare

Virtualization Technologies: Citrix Metaframe, Hyper-V, VMware / vSphere

Networking: Active Directory, TCP/IP, Clustering

System Management: RDP, LANDesk, PCAnywhere, VNC, Radmin

Security & Backup Solutions: Symantec Backup Exec, LiveState Recovery, CommVault QiNetix, ScanMail for Exchange

Software & Tools: Microsoft Office Suite, Acronis Disk Director Suite, ServerProtect, Interscan Messaging Security Suite Messaging Systems: Microsoft Exchange, Blackberry Enterprise Server, Lotus Notes

EDUCATION:

Bachelor of Arts, University of Guyana, South America

Bachelor of Education, Government Teachers College, Guyana, South America

CERTIFICATIONS:

CompTIA A+ Certification

WORK EXPERIENCE:

CPTS –Oct (Seasonal) Apr 2015 - 2024

Technical Support Specialist

Delivered expert troubleshooting for desktop, network connectivity, and software-related issues impacting tax preparation platforms.

Provided dedicated helpdesk support to professional tax software clients, ensuring efficient resolution of technical issues during peak tax seasons.

Managed a comprehensive ticketing system to prioritize, document, and resolve client concerns promptly, minimizing service disruptions.

Configured and troubleshooted IP addresses, MAC addresses, and various network configurations to maintain optimal connectivity.

Performed hardware and software setup, ensuring seamless integration with existing infrastructure.

Conducted thorough system troubleshooting to identify and resolve complex technical issues affecting software performance and network stability.

Supported electrical system configurations by ensuring hardware connections, power supplies, and related components were properly set up and maintained.

Provided step-by-step guidance to clients for configuring and optimizing their systems to ensure optimal performance of tax software applications.

Collaborated with cross-functional teams to escalate unresolved issues, ensuring timely resolutions for critical client concerns.

Thomson Reuters June 2021 – October 2023

Technical Support Specialist

Diagnosed, documented, and efficiently resolved complex software issues through effective troubleshooting techniques.

Managed and maintained a detailed helpdesk ticketing system to track issues, ensuring prompt resolutions and minimizing downtime.

Configured and troubleshooted IP addresses, MAC addresses, and various network configurations to maintain stable connectivity.

Delivered comprehensive technical support for UltraTax CS software, specializing in tax return modules including 1040, 1041, 1065, 1120, and 990 entities.

Provided expert assistance with additional platforms such as UltraTax FileCabinet and Fixed Assets, ensuring seamless functionality for end-users.

Conducted hardware and software setup, ensuring proper installation and integration with existing systems.

Managed asset inventory, tracking hardware and software resources to ensure accurate documentation and efficient utilization

Performed system troubleshooting for both software malfunctions and hardware-related concerns, delivering timely and accurate solutions.

Provided support for electrical systems configuration, ensuring devices and equipment were properly connected and maintained.

Collaborated with internal teams and external vendors to implement system updates, improve platform stability, and enhance user experience.

Assisted with UltraTax FileCabinet and Fixed Assets platform support.

Orange County Clerk of Courts, Orlando, FL 1999 – 2012

Systems Analyst

Administered IT operations within a Windows Server 2012 domain environment, supporting over 600 desktop systems and 150 servers across multiple locations.

Installed, configured, and maintained Microsoft Exchange Server, ensuring optimal performance and achieving 99% system uptime to support organizational communication needs.

Implemented and maintained Citrix XenApps for seamless virtual application delivery, improving user accessibility and system performance.

Conducted routine server maintenance, including operating system updates, BIOS updates, and firmware upgrades, ensuring infrastructure stability and security.

Led the successful migration to Microsoft Office 365, streamlining collaboration tools and enhancing productivity for all staff.

Managed Active Directory administration, including user account management, group policy enforcement, and domain security best practices.

Oversaw network security protocols, ensuring compliance with industry standards and safeguarding sensitive data from potential threats.

Ninth Judicial Circuit Court, Orlando, FL 1994 – 1999

Systems Analyst

Installed, configured, and maintained desktop systems for judges and judicial staff, ensuring reliable performance and seamless access to critical applications.

Led the successful migration from the legacy VAX/VMS All-in-One system to Microsoft Exchange Server, improving email communication, collaboration, and system efficiency.

Implemented and managed RightFax software to enhance mail-to-fax functionality, streamlining document transmission processes and improving communication workflows.

Provided technical support and training to judicial staff, ensuring the effective use of newly deployed systems and tools.

Collaborated with cross-functional teams to assess IT requirements, recommend solutions, and deliver tailored support for court operations.

FMC, Orlando, FL 1990 – 1994

Systems Analyst

Delivered comprehensive IT support for critical systems supporting airline equipment manufacturing operations, ensuring minimal downtime and optimal performance.

Managed system upgrades, including hardware enhancements and software configurations, to improve system functionality and align with evolving business requirements.

Performed troubleshooting and issue resolution across various platforms, ensuring timely support to maintain operational continuity.

Collaborated with engineering and production teams to identify technical needs, implement solutions, and enhance system reliability.

Developed documentation and provided user training to ensure staff proficiency with updated systems and applications.

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