Technical Support Specialist

John Kevin Roper

Holly Springs, NC ***********@*****.*** 919-***-**** linkedin.com/in/john-k-roper

Professional Summary

Results-driven IT professional with over 20 years of experience in technical support, system diagnostics, incident response, and test execution. Proven ability to troubleshoot complex backend systems, coordinate with cross-functional teams, and support live production environments. Currently expanding skills in Python and ETL workflows through freelance work, with hands-on experience in VMware ESXi system recovery after ransomware events. Quick to adapt and eager to support dynamic QA environments.

Technical Skills

• QA & Testing: Incident Diagnostics, Bug Reproduction, Root Cause Analysis, System Validation

• Scripting & Tools: PowerShell, Python (freelance), Notepad++, Jira (familiar), ServiceNow

• Data & Systems: SQL Server, Oracle, MySQL, PostgreSQL, Data Analysis, System Monitoring, ETL (freelance)

• Cloud & Infrastructure: Microsoft Azure, VMware ESXi, Ransomware Recovery (freelance)

• Collaboration: Risk Communication, Live Support, Stakeholder Coordination, Technical Documentation

Professional Experience

Freelance Technical Consultant Remote Jan 2025 – Present

- Built and deployed recovery environments using VMware ESXi following ransomware events.

- Developed and tested ETL scripts using Python to process client datasets for internal workflows.

- Delivered diagnostics and automation solutions using custom PowerShell scripts.

- Provided support for data migration, environment rebuilds, and backup automation.

Senior Technical Support Engineer Fujifilm Healthcare – Remote Apr 2022 – Dec 2024

- Responded to high-impact technical incidents, managing diagnostics, triage, and resolution for critical healthcare systems.

- Automated monitoring tasks and incident tracking using PowerShell.

- Collaborated across departments and vendors to support data workflows and system stability.

Expert Technical Consultant Allscripts Healthcare – Remote Mar 2008 – Mar 2022

- Supported large-scale SQL Server and Oracle environments, leading diagnostics and performance optimization.

- Coordinated release validation, user testing, and troubleshooting for healthcare platforms.

- Trained support staff and end-users, while developing system documentation for technical audits.

- Led investigations of live data issues across Azure-based infrastructures.

Helpdesk Support Technician GFi USA – Cary, NC Sep 2002 – Feb 2008

- Delivered application and infrastructure support, resolving 150+ support tickets weekly.

- Logged and documented bugs, escalated system-wide outages, and provided resolution insights.

- Contributed to early-stage QA practices through test scenario validation and defect identification.

Network Administrator Sola Communications – Lafayette, LA Jul 1996 – Sep 2001

- Maintained IT infrastructure including backups, system monitoring, and disaster recovery planning.

- Provided technical guidance to internal teams and supported configuration for enterprise applications.

Education & Certifications

Wake Tech Community College – Garner, NC

Coursework in Computer Programming and Computer Graphics

Electronic Computer Programming Institute – Raleigh, NC

Diploma in Computer Systems Repair

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