Technical Support Software

Craig Shawn Boston **** Bona Court Raleigh NC ****4 919-***-****

SKILLS

Hardware Software Languages

• VPN • EPTRS Remedy • Java

• Lenovo ThinkPad’s • Lotus Notes Client • HTML

• Gateway Laptops • Microsoft Office Suites • Microsoft Access

• HP Desktops

• Networking • Windows XP, Seven

• Windows Server 2003

• LAN Desk Management

Experience:

Wake County Information Technology Services June 2011 – February 2012

Help Desk Analyst

• Provided internal technical support for 5000 end-user for Wake County employees

• Provided support in unlocking Active Directory accounts, and resetting password

• Provided desktop support troubleshooting hardware and software issues

• Troubleshooting printing issues and clearing print queues

• Use LAN Desk Management Console ticketing system to report and manage end user issues.

• Reset password for AS400 and Mainframe applications.

• Answered training questions for Microsoft Office Suites and various software

• Provided support on Smart Phones, i.e. Blackberry

• Increase first call resolution utilizing remote desktop solutions

• Maintain Help Desk support mail box and responded to client within SLA for resolution.

• Dispatched desktop technicians to remote locations.

Environmental Protection Agency/ CSC July 2010- June 2011

Central Desk Analyst

• Provided hands-on hands technical support for EPA employee and federal employees

• Entered and closed service tickets through BMC Remedy 7.0 version

• Provided Remedy 7.x Administrative support in Change management, incident management and SLA management

• Provided support with Remedy data input, maintenance, and clean up.

• Provided assistance and resolution to standard supported applications: Lotus Notes, Computer Technology Solution application, blackberry, laptop

• Maintained IS a security measure such as username, passwords through Active Directory

• Documented and assigned call tickets to related EPA application and IT support groups within the EPA.

• Remote via RDP into workstations to identify and troubleshoot hardware and software issue with EPA employee equipment

• Provided support in unlocking Active Directory accounts, and resetting password.

• Disabled or enabled users Accounts and password.

• Provided desktop support troubleshooting user’s printing issues

SMD Software Inc., (Site link) November 2006-September 2009

Senior Technician Support

• Administered and troubleshoot end user issues for over 10,000 customers using our software for the Self-Storage owners and operators.

• Administrates by preparing all necessary documentation and manuals for customers using Site link software

• Maintain IS technical support for customers username, password, account expiration, troubleshooting software and hardware issue within the program

• Provided technical support and handle all calls for all 50 states and international customers using Site link software for self-storage

• Administered in converted self-storage facility having existing software to our software using the Site link product

• Used Microsoft Access Database to communicate with Self- Storage owners and corporate users and business partners who use Site link to ensure effective use of the software to run their business.

• Support expertise from 1st level to advanced accounting and financial management problems

• Audited corporate workstations to ensure compliance to IT policy and inventory tracking

• Utilized RDP software to identify and resolve hardware and software issues.

Talecris Biotherapeutics, LLC December 2002- November 2006

Lab Support Assistant

• Inspected the initial acceptability of plasma shipment boxes and all associated paperwork containing confidential donor information

• I was responsible for the receipt, data entry, accessioning, QC, CGMP compliance, decapping and disposing of samples

• Verified, communicated, scanned and manually entered all samples and donor information into the computer system

• Delivered samples and documentation to laboratory support for sample testing

• Administrated all necessary documentation for plasma sample testing such as face sheets and storage logs

• Resolved issues regarding unacceptable samples, notification of samples or paperwork documentation that has discrepancies

Northrop Grumman IT Solutions February 1997-May 2002

Computer Operator II/ Tier II & III Helpdesk

• Administered and troubleshot user issues with the Dial-Up platform and remote access connectivity for the USPS TCP/IP

• Primary lead for the development and maintenance of 5,000+ dial-up logins and 1.000 +VPN accounts

• Maintained IS a security measure such as username, password, account expiration, technical support and IP addresses

• Used Excel, UNIX, and Access Database to communicate with USPS users and business partners using PPP Dial-Up/VPN to ensure proper use of ID’s

• Handled all calls escalated from USPS Tier II Helpdesk

• Maintained IS a security measure such as username, password, account expiration, technical support and IP addresses

• Communicated with service representatives to maintain control over system support using Remedy for federal government personnel.

Education:

Strayer University, Bachelor and Science, Information Technology concentration in Networking 2009-2012 GPA: 3.36

North Carolina State University, Electrical Engineering, 1991-1995

Basic Non-Commissioner Officer Candidate Course, 1995

N.C. National Guard PLDC, 1994

Desert Storm Veteran

Reference Available Upon Request

Contact this candidate