Technical Support Desktop
Resume:
Taron Trahan
Current Location: Atlanta/Alpharetta GA
******.******@*****.***
Professional Summary:
• With 20+ years of experience as a Technical Support/Desktop support for hardware, software and dispatch.
• Assisted with VP Mac PC and software/hardware related issue
• High level working experience of MS Apps (Office 2k – 7.0, MS Windows 2k – 7.0). Novell GroupWise
• Ricoh and HP Network printer support for new user setup, install, and/or driver configurations
• Provided technical support by phone via CRM incidents with higher-than-average contact to resolution ratio.
• Cisco Systems VOIP phone communication, software, configuration and setup Triage Level support
• Network Admin/Active Directory control of all TCP/IP, MS client services, network firewalls and permissions
• Used Remedy, Active Directory, Altiris, Windows Server 2000/23, Windows XP, Exchange, Symantec, and other enterprise software to conduct and solidify business as usual solutions to routine daily job functionality within the Data Ops Center
Technical Summary:
• ZenDesk Zendesk Service Center
• ZohoOne Suite:
Desk/CRM/WorkDriveShare/OneAuth
• Zoho Assist ClientShare Zoho Social Product Media
• RDP Sys: WebEx/TeamViewer/Join.Me/PODIO/Skype
• Data Operation Center
• Dell Desktop GX Series Models
• Dell Laptop C&D Series Models
• MSXP Data Migration
• HP/Compaq Desktop/Laptops
• A+ Hardware & Components
• A+ Software & Configurations
• C++ Programming Essentials
• Windows 7/8/10 O/S Platform
• Microsoft Office 00/03/08/10/16 Professional
• Microsoft Windows00/03/08/12 Server
• Microsoft SQL Server 2005/2008
• Microsoft Operating Systems 98/00/03/05/08/10
• Microsoft Exchange Server 00/03/08/10/16
• Lotus Notes 123 v.6/7/8.5
• Domino Web Servers
• Macintosh O/S 7/8/9/X
• Service Center Database
• Unisys Database
• Vantive Systems Database
• Remedy Database
• VNC Viewer
• CISCO EMC2
• DDM/Dell Desktop Manager
• DDA/Dell Desktop Application
• Web Servers/WindowsNT
• IIS Servers/NNTP/FTP
• Desktop Support Technician
Professional Experience:
Capital Finance Software, Atlanta, GA 10/2012 – 05/2025 Desktop Support Engineer
• Developed and initiate new ways to solve existing production security issues
• Configure and install firewalls and intrusion detection systems
• Coordinating with vendors and customers for VoIP phone installations or service break fix
• Provides technical support to office employees using Cisco VoIP end points and EDS software.
• Assisting in the migration of Centrex systems to VOIP network.
• Responds to system emergencies as required, troubleshoots technical problems with the EDS/EDP, hardware and equipment within a 24/7/365 Data Center environment, handling the more complex and critical problems including servers/routers/hubs/switches/etc.
• Maintain, troubleshoot, document and repair network devices to include phone systems, call managers, network infrastructure and trunk circuits.
• Experienced in Palo Alto Firewall and security administration.
• Managed on-premises AirWatch (now VMWare Workspace One EUM) installations and upgrades.
• Responsible of the implementation of Virtual Private Network (VPN) for remote access (Remote and Palo Alto Global Protect)
• Designs, configures, tests, implements, inventory and maintains a variety of hardware, software, peripheral devices, and systems on the network.
• Create, manage and maintain ticket incident requests on network and telecommunications system incidents
• Repair and perform preventative maintenance on Cisco Phone and Network systems hardware/software
• Provide customer support for VoIP systems such as Cisco IP Phone end points
• Performed troubleshooting, configuration, and restoration of services across multiple platforms
• Hardware Inventory, Cisco Phones, Webex Systems, Zoom, Google meeting and other client facing Apps
• Support Desk for Windows Win/2010/2012 OS Platforms using web based and server-based applications
• Hardware setups for DELL server and Desktop models GX & OptiPlex 3040/7010/9020 Desktops
• Monitors and ensures systems meet business and performance needs
• Support and Configure multi-O/S PC platforms: Windows and Mac
• Support and configure multi email clients: Exchange Server and IBM Lotus Notes
• Install and configure Lotus Notes 9 or older email client on Image/Cloned machines over Network
• EndUser data migration and peripherals support via email, phone and TRACKiT ticketing client
• Manage EndUser cloud, network drives, print server and administrative access privileges
• Direct EndUser troubleshooting of hardware/software issues and ticket management
• Perform vulnerability testing, risk analyses and security assessments
• Develop automation scripts to handle and track incidents
• Investigate intrusion incidents, conduct forensic investigations and mount incident responses
• Collaborate with colleagues on authentication, authorization and encryption solutions
• Evaluate new technologies and processes that enhance security capabilities
• Secure network architectures while managing virtual machines in Hyper V platform
• Manage Microsoft SharePoint 2013 and IIS Manager consoles
• Install SSL certificate on the same server of Certificate Signing Request (CSR) creation
• Test security solutions using industry standard analysis criteria
• Deliver technical reports and formal papers on test findings
• Respond to information security issues during each stage of a project's lifecycle
• Supervise changes in software, hardware, facilities, telecommunications and user needs
• Define, implement and maintain corporate security policies
• Analyze and advise on new security technologies and program conformance
• Recommend modifications in legal, technical and regulatory areas that affect IT security
• Subnetting, DNS, encryption technologies and standards, VPNs, VLANs, VoIP and other network routing methods
• Network and web related protocols (e.g., TCP/IP, UDP, IPSEC, HTTP, HTTPS, routing protocols, etc.)
• Advanced Persistent Threats (APT), phishing and social engineering
• Network access controllers (NAC), gateway anti-malware and enhanced authentication
• Collaborations in Computer Science, Information Systems, Information Assurance or related field
• WINDOWS 7 Packaging Installations Using SMS And MSI Installers for Conversion
• Coordinate issue tracking, resolution, and notification to rest of TEAM and TECHS; Level 3, Escalation Team, Management, etc.
• Manage ticket entry, escalation, and dispatch in the TRACKiT system support desk console
• Make Matrix programming changes as required adapting or enhancing existing or new programs and/or utilities for imaging
• Setup and configuration for utilization of Wireless Audio/Video Connectivity on VOIP and FIBER Ops installation
• Manage and Support MS Windows Remote Assistance, Remote Desktop, Computer Management, NetMeeting, Telnet Services
• Citrix products- to connect to any application or mainframe; citrix vnc/rca or server authen. Boice.NET, New Albany/IN 4/2012 – 10/2012
Network Technician
• Technologies used: Cisco Switches\Servers: 1841\2200\2400\2600\3200 series, EMC2, MS Servers 2007/2008/R2,
• O/S WinXP/Vista/Win2k3/Win2k7, MS Xchng 2k3/2k7, MS Office 2k3/2k7, Webmail, Indicative, TrippPoint, D.O.C
• Global Enterprise Management Service includes hw/sw configuration, data backup, network connectivity support
• Monitor multiple client sites on multiple client CISCO servers, switches and CiTRIX based web apps at the Data Ops Center.
• Manage 24x7x365 coverage and support per SLA on designated services and systems: Cisco EMC2 hw/sw
• Ensure SNMP and SMTP Servers are read only strings are enabled, managed and monitored
• Modify/Configure TCP ports into the monitor platform from 2 different IP address at Boice.NET GEMS site
• Remote Access to client network devices over 118+ via Webex, RDP, Telnet, Putty, VNC Viewer, etc
• Ensure PERFMON is enabled, accessible and configured on all Windows Servers by Local Admin Access
• Use Remedy as BROWN FORMAN ticketing client for specific and efficient customer confidentiality
• Use Track-IT for all other client documented ticketing break/fix issues and resolutions
• Usage of Key data to retain all client and company Admin network and application authentication passwords
• IDS/IPS, penetration and vulnerability testing
• Control/Install/Monitor Firewall and intrusion detection/prevention protocols
• MySQL/MSSQL database platforms
• Manage and troubleshoot IIS Web Servers
• Per client agreements, maintain, modify, update, upgrade and manage all Network Health, Basic Server, MS Server,
• Server Application, Configuration Archival, Problem Management, Security Management monitoring SoGA\DELL, Duluth, GA 1/2010 – 4/2012
Service Desk Analyst
• Technologies used: MS Office 2k7, Win XP/Vista/Win7, Remote support tools DDM, Webex, Dell Service Systems
• Full Service Technical Support for hardware, software and dispatch.
• Working with and providing support primarily for one SoGA Account.
• Assist with VP Mac PC and software/hardware related issue
• High level working knowledge of MS Apps (Office 2k – 7.0, MS Windows 2k – 7.0). Novell GroupWise
• Ricoh and HP Network printer support for new user setup, install, and/or driver configurations
• Provide technical support by phone via CRM incidents with higher-than-average contact to resolution ratio.
• Install and configure Lotus Notes 8.5 or older email client on VP machines or local end users who are within the SLA
• Analyze and resolve complex technical issues using clear effective phone communication and customer care skills.
• Cisco Systems VOIP phone communication, software, configuration and setup Triage Level support
• Network Admin/Active Directory control of all TCP/IP, MS client services, network firewalls and permissions
• Maintain Security policies/procedures/protocols/licenses and all company product knowledge
• Coordinate and correspond w/SLA pc upgrades to the latest in greatest best performance hw/sw
• Crash dump analysis - check all ms event viewer, app logs for critical errors and communications reports HoriZon Software, Duluth, GA 07/2009 – 1/2010
Tier III Analyst
• Technologies used: MS Office 00-07, O/S Win XP/Vista/2k3-Win7, Win Server 2003-08, DMC, Citrix VNC/RCA
• Establish Data Operation Center system parameters/formats; hw/sw compatibility and new product technologies
• Use Desktop App. Manager to modify user permissions, policies and capacity requirements
• WINDOWS 7 packaging installations using SMS AND MSI installers for conversion
• Ensure And Manually Configure the Win/7 Setup and Initialization Procedures
• Monitor and/or setup user new and old data migrations; includes new program updates and .dat, .dll and batch files
• Migrate all data from old WIN XP sp1/sp2 to Mac X using USB data cables and Veritas Data Migration Manager
• Suggests programming changes as required adapting or enhancing existing or new programs and/or utilities for
• Configuration of - COFL - POSSQL.bak must be setup and config. MSACCESS/SQL SERVER installed on new machine.
• Netsuite serves as ticket knowledge base coordinating w/DMC (Desktop Manager Client)
• Installs, implement, research and maintain internal data processing system, utilities, for customers on a contract basis
• Write and Execute MS ACESS/SQL server queries and instance lines to fix corrupted and suspect databases
• SITEFL new installs require admin Regcodes from VBOSS to complete a full installation setup
• COFL, SITEFL, VBOSS, requires daily authentication and data documentation administered to the COFL list ComForCe, Atlanta, GA 08/2008 – 08/2009
Desktop Engineer
• Technologies used: RSA, NetIQ/Active Directory, RIS, NAS Apps, Proxy, Firewalls, DNS, TCP/IP, Remedy,
• Altiris, Windows 7/2k3/XP, Exchange, Symantec, MS Office 2k3/2k7, Nortel VOIP, Avaya Systems, Novell Netware
• REMOTE WEB BASE CITRIX VPN connectivity to network thru remote server boxes Server2000/Server2003 from D.O.C
• WINDOWS 7 packaging installations using SMS and MSI installers for conversion
• Coordinate issue tracking, resolution, and notification to rest of TEAM and TECHS; Level 2, Level3, Admin, etc.
• Manage ticket entry, escalation, and dispatch in the IES Service Desk system
• Software setup, manage and configure all in house and licensed apps
• Including The Usage of Sms, Auto/It, Msi Installers For O/S Packaging of WINDOWS 7
• Remote into eServer/AS400 for management of web applications, policies, and LUA setups
• Analyze new hw/sw estimated cost, percentage usage, techniques to determine utility upgrades for Mac, Dell, HP and Lenovo
• Migrate all data from old WIN XP sp1/sp2 to Mac X using USB data cables and Veritas Data Migration Manager
• Support HW/SW while updating in multiple systems: IES/RSA, PORTAL Remedy, SANE, Xng, RSA/ACE Database
• Use of REMEDY/RSA Ticket queue and status meetings to determine best resolution to on-going or repeat issues
• Assist the Facilities Support Person w/ Avaya / Imagine Systems VOIP equipment, data/ Cat5 ports and end user issues
• Manage and maintain Lotus Notes v.6 and higher on the Domino Server by adding and modifying enduser accounts
• Nortel VOIP phone communications setup and support; voicemail assembly and configuration installs RBSLYNK, Atlanta, GA 11/2006 – 7/2008
Desktop Support / Level 3
• Technologies used: MS Office 2k3/2k7, WinXP/Vista, MS Xchange Server, Netkeeper, RA, RDP, DameWare,
• ActiveDirectory, Avaya, Blackberry WiFi, CISCO Servers\Switches\Routers, CITRIX MAINFRAMES, DNS, TCP
• Support for Windows NT/2000/XP/2003/2007 OS Platforms using web based and server-based applications all Hardware/Software setups for DELL models GX150/260/270/280/520/745 Optiplex Desktops
• Use Remedy, Active Directory, Altiris, Windows Server 2000/23, Windows XP, Exchange, Symantec, and other software to conduct and solidify business as usual solutions to routine daily job functionality within the Data Ops Cntr
• Install and monitor PC Mac O/S software/harware issues for VIP, VP, Managers and Supervisors
• Migrate all data from old WIN XP sp1/sp2 to Mac X using USB data cables and Veritas Data Migration Manager
• Modify and manage PCs on DNS server as well as add PCs to the domain for access to the network
• Utilize network servers and shares \\lsi_cd1\installs \\lsi_cd1\apps \\a1-apps\d$ for network shared applications
• Install in-house Department software using \\lynk\deployment\ \\lsi-deployment\ network shares
• Map network printers from print servers: \\a1-printsa1\ \\a1-printsa2\
• Remote Desktop as Navigation Tool for quick LUA adjustments and authentications to locked down programs
• Support all Blackberry Model cell phone issues; Upgrades, Connectivity, 1st time use, part or replacement orders, etc
• Troubleshoot corrupted profiles on Lotus Notes and Domino Server accounts via web server or webex RTA tool
• Netkeeper Database used to create, manage, track, and modify End User PC issues and downtown time tickets
• Cisco Systems VOIP communications and software setup; per first time end user how-to support
• Manage VPN configurations through Citrix Software on all Dell Model PC’s; Support all connectivity issues Shell Corporation, Houston, TX 06/2006 – 12/2006
Tier III / Portal Hosting
• MS Office 2k3, WinXP, MS Xchange Server, ZenWorks, DynDns, RDP, Netmeeting, ActiveDirectory, DRA Manager, SC, PK
• Migrate all data from old WIN XP sp1/sp2 to Mac X using USB data cables and Veritas Data Migration Manager
• Record pertinent Secrete Level data on incidents and resolutions within Service Center Ticketing Console
• Use GID software licenses access Secrete Level client database only w/exception to renew when required
• Utilize Remote Desktop into the iSERIES MAINFRAME to track and troubleshoot web apps and user accounts
• Check DynDNS web servers and name convention per PC for correct DNS name setup on all Laptops/Desktops
• Novell Directory Service managing access to computer resources and keeping track of users on the network
• Use GIM Support Tools to administer GI software installs or perform customer PC changes using Admin Account
• Locate customer LEC for ISP account verification, modification, and troubleshooting services provided
• ZEN works Desktop Management used for license management and mainframe troubleshooting
• Support Avaya / Imagine Systems VOIP equipment, data/ Cat5 ports and end user trouble
• Authenticate SMARTCARD users w/ HAT Tool and DRA Management System for Americas and Europe Domain Sanders Morris Harris Group, Houston, TX 09/2005 – 04/2006 Desktop Support / Level 3
• Technologies used: MS Office 2k3, WinXP, MacX, VDM, MS Xchg Server 2k3, Novell/WinNT, ZenWorks, Telnet, RDP, Netmeeting, ActiveDirectory, Track-IT
• RiS or Ghosting software utility used to standardize image of company software and utilities on PC’s
• Setup RiS over the network on dell GX model desktops and Dell Latitude D series laptops
• Load stock market company software: Quodd, Bloomberg, AutoCAD, Reuters, etc…
• Novell Netware 6.0 database used for all network and e-mail resources including Windows NT resources and domains
• Support Avaya / Imagine Systems VOIP equipment, data/ Cat5 ports and end user trouble
• Migrate all data from old WIN XP sp1/sp2 to Mac X using USB data cables and Veritas Data Migration Manager.
• Modify all user personal settings of Windows to Mac migration programs, features, and resolution.
• Add/Remove users to correct Blackberry Server; BB01, BB02, BB03 per dept
• MS Windows Remote Assistance, Remote Desktop, Computer Management, NetMeeting, Telnet Services
• Place active and inactive PCs on DNS server into correct OU; Remove duplicate PC names from DNS
• Use of Novell ZENworks for Desktops, Handhelds and Servers to apply settings to associated workstations
• Manage VPN image; Install and configure Citrix software on all Dell Latitude 600 & 610 laptops
• TRACK-IT ticket control for end-user Monitor, Software, Hardware, Network, Peripheral issues, etc…
• Update firewall, anti-virus, & spyware programs and research newer version company software Cox Enterprises/ Autotrader.com, Atlanta, GA 04/2005 – 09/2005 Desktop Support / Level 3
• Technologies used: MS Office 2k3, WinXP, MacX, AS400, MS Xchg Server 2k3, Novell/WinNT, ZenWorks, RIS SysPrep, Windows RDP, Netmeeting, ActiveDirectory, VPNG
• End User HW/SW conversion & data migration of older dell model C & D series laptops & GX model desktops
• Installing corporate IMAGING/Ghosting, load company sw from SysPrep disc & from mapped path file to server
• Novell Netware 6.0 database used for all network and e-mail resources including Windows NT resources and domains
• Novell ZEN Works Configuration Tool for modifications to roaming profiles and policy settings
• Nortel VOIP phone communications setup and support; voicemail assembly and configuration installs
• Add/Remove PCs from DNS server; Move specified PCnames into correct OU for dept. tracking
• Remote into eServer/AS400 for management of web applications, policies, and LUA setups
• Setup and configuration for utilization of Wireless Audio/Video Connectivity
• Open View ticket control for end-user breakdown of VPN connectivity, Wireless capability, Network issues, etc…
• Use tech radio for agent & deployment location of hardware/software, peripherals, VPNG setups, network setups
• Schedule &mandate company &website software &update firewall, anti-virus, & spyware programs Education:
Vacaville High School/Graduate - Vacaville/CA
Certification:
• Currently Studying CCNP Security: Cisco Certified Network Professional Security
• Currently Studying GSEC / GCIH / GCIA: GIAC Security Certifications
• Currently Studying CISSP: Certified Information Systems Security Professional
• Currently Studying the CCNA,
• Currently Studying VMWARE server
• Microsoft Server 2010 Platform
• Microsoft Server 2008 Platform
• Certified Helpdesk Professional Test
• MCSE Platform Test
• MCDST 270 and 271 Platform
• Comp/TIA C++ Programming Certification
• Dell Certified Client Service Analyst
• Dell Certified Systems Technician
• Microsoft Certified Systems Administrator Diploma
• Microsoft Certified Windows 2000 Professional
• Comp/TIA A+ Hardware Certification
• Comp/TIA A+ Software Certification
• Comp/TIA Net+ Certification
• MCSE/MCSA Lincoln Technical Institute Cert Training/Testing
**REFERENCES PROVIDED UPON REQUEST**
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