Desktop Technical Support

John Moody

***** ****** ***, *********, ** *****

Email **********@*****.*** • Cellular 310-***-**** • Home 310-***-****

Summary:Results-oriented Information Technology Professional with a highly diversified background and 10 + years solid experience. Recognized for meeting time-critical project deadlines, customer problem incident resolution, independent multitasking, dynamic organizational and communications skillsets.

AREAS OF

EXPERTISE

Email Administration & Support

Incident Management & Follow-up

Email Migration Specialist

End-User Requirements Analysis

Database Support

HelpDesk Software Support

Technical Support

End-User Technical Trainer

Technical Writing

Customer Service & Liaison

TECHNICAL

SKILLS

Platforms/Operating Systems

Windows NT/2000/XP/Vista

Applications: IBM Lotus Domino Administrator 6.5.4, IBM Lotus Notes Client 6.5.4, IBM Lotus Domino Designer 6.5.4, IBM Lotus Domino Web Access (inotes), BlackBerry Server Manager 4.1, BlackBerry Device Simulators, IBM Lotus Sametime, Microsoft Exchange Administrator 5.5, OneBridge Mobile Groupware 5.0, Microsoft Outlook 2003/2007, Microsoft Windows XP Professional, Microsoft Windows 2000 Advanced Server, Binary Tree CMT (Common Migration Tool), Binary Tree CMT for Exchange Public Folders, LotusScript, Internet Firewalls,

SonicWall 6.0.1, Cisco VPN Client 4.6, Dameware Mini Remote Control 4.9.2.5,

ultraVNC1.0.6.5, Windows 2000 Professional Workstation, Novell Administrator 5, Action

Request System (ARS) Remedy, BMC Service Desk Express (Magic), Microsoft Office

Professional 2007, Microsoft Project, McAfee Antivirus Enterprise 8, Adobe Acrobat Professional/Reader, Adobe Photoshop, Adobe ImageReady, Adobe In-Design CS, PhotoImpact XL, Serif WebPlus X2, Google Analytics, Javascript, HTML, WebCEO 7, VirtualBox OSE, OpenOffice 3, Thingamablog, 4W WebMerge, PNGGauntlet, Absolute HTML Compressor, typing 65 wpm

Protocols

TCP/IP, DNS, DHCP, SMTP, POP3, IPX/SPX

Other

HIPAA (Health Insurance Portability and Accountability Act) Training

Specific Skills

Strong aptitude for problem solving

Attention to detail, excellent organizational skills

Excellent verbal communication and interpersonal skills

Self-starter with high level of initiative and a strong sense of ownership

PROFESSIONAL

EXPERIENCE

Global Resources LTD., Tinton Falls, NJ Oct. 2009 – Oct. 2009

Lead Technician, Contract Consultant

Insight Enterprises, JPMorgan-CHASE/Washington Mutual Software Conversion,Hawthorne, CA

Managed conversion team expectations, issues, and problem escalations.

Worked closely with Bank Branch Managers while maintaining daily communications to Insight Command Center (ICC) to provide project status while receiving new policy/procedure updates.

Assisted with pre-conversion inventory of Bank Teller workstations, Platform workstations, MICR/Networked printers, Talaris Coin Dispensers (TCDs), Automatic Coin Dispensors, and workstation peripherals.

Responsible for pre-conversion staging of all new equipment, pre-cabling-labeling all ports/cables/workstations, setup/configuration of peripherals such as Panini Scanners, Ithaca Validators, MagTek Card Readers, MagTek Pin Pads, Belkin Pin Pads, and MICR Printer.

Responsible for Q&A of all new hardware/peripherals to ensure that they were installed and properly configured for automated image software conversion changeover.

Provided post-conversion day support in conjunction with Chase Helpdesk for Bank Branch which included troubleshooting newly installed hardware/software related issues.

Assisted with decommissioning of WAMU Branch server along with breakdown of older workstation peripherals to ensure that all assets were properly prepared for disposal shipment.

Robert Half Technology, Torrance, Ca Sept. 2009 – Sept. 2009

Desktop Migration Technician, Contract Consultant

HWI-Breville, Inc., Torrance, CA

Assisted Technical Lead with migrations of Windows XP Professional and Windows Vista Business workstations from Workgroup to AD-Active Directory Domain.

Followed preset script to verify all local user's account settings and backup local workstation profile(s).

Added workstations and user profiles to Active Directory Domain.

Reapplied Directory Security and Ownership settings for all migrated profiles.

Added new X500 Active Directory email entries for all user accounts.

Installation and upgrade of UltraVNC for all migrated workstations.

Tested and verified connectivity of UltraVNC for all migrated workstations.

Remapped old drive mappings and desktop shortcuts to new AD Server for all migrated workstations.

Migration of Microsoft Outlook 2003/2007 local personal folders (.pst), contacts (.pab), and calendar profiles to new Exchange Server for all users.

Reconfigured and tested Outlook client software settings for all migrated profiles to ensure Exchange Mail connectivity.

QA and troubleshooting of all migrated users to Active Directory and Exchange.

Custom Sensors & Technologies (CST)-Kavlico, MoorPark, Ca Nov. 2007 – Feb. 2008

Lotus Notes Administration/Client, Independent Contractor Consultant

A Division of Schneider-Electric.

Performed 2nd and 3rd level groupware administrative technical support for a 2000 seat Lotus Notes enterprise-wide environment.

Assisted with Domino email routing/SMTP troubleshooting, Domino Directory management, mailfile security/access, client software connectivity, internet password resets, and database issues using incident reporting tools.

Created, tested, and distributed Lotus Notes IDs for email account access.

Handled email account deletions and restrictions.

Responsible for BlackBerry user account creations, end user Enterprise Activations,

BlackBerry server email routing/troubleshooting and user support.

Responsible for Distribution Group, Mail-in Database, general Database, and Room

Resource creations.

Provided technical consulting to IT Management/Operations, assisted local Help Desk Technical Support personnel with end user Lotus Notes related issues, research, follow-up, escalation, and problem resolution.

Assisted with Lotus Notes client software installations, upgrades, troubleshooting and support.

Collaborated with Senior Administrators/Architects to define, develop, test, implement, and document procedures for migration of users from Outlook to Lotus Notes email platform.

Created, edited, and delivered technical documentation for end users/IT Technical Support.

Kaiser Permanente Information Technology, Pasadena, CA Oct. 2001 – Nov. 2006

National Solution Center Helpdesk Analyst & Client Support Senior Messaging Engineer – Messaging & Collaboration Services Run Team

Performed 3rd – and 4th level groupware administrative technical support for a 65,000 seat Lotus Notes enterprise-wide environment. Assisted technicians nationwide to solve client email and PDA account related issues.

Created and maintained Lotus Notes Roaming user accounts for OneBridge PDA and BlackBerry users.

Identified and solved Lotus Notes mailfile access, mail routing, client software connectivity, internet password resets, and database issues using incident reporting or change management tools.

Communicated with National Helpdesk Technicians on a daily basis to offer solutions to help resolve customer issues and improve productivity. Handled crisis situations in a calm and capable manner.

Worked well with others at all levels assisting management and team members with implementation of small to medium assigned projects for requested Remedy Service Requests or Change Management incidents.

Member of “Notes Quality Support Circle” team to share Lotus Notes IT standards and best practices with Information Technology Support teams nationally.

Conducted nationwide 1-2 hour Lotus Notes PDA User Account Creation training sessions for Information Technology Support and National Helpdesk personnel.

Created, edited, and delivered documentation for technical training manuals.

Client Productization Engineer – Messaging & Collaboration Services Plan Team

Assisted customers by responding to daily inquiries via email or telephone about Lotus Notes product features/functionality by communicating information clearly and accurately.

Provided technical guidance, information, and advice regarding a variety of customer service issues while enforcing IT infrastructure policies/procedures.

Created technical documentation for customers to communicate new product

Features/functionality. Skilled at organizing, simplifying, and presenting complex

materials.

Lotus Notes Deployment/Migration Technician & User Training Development –

Kaiser Enterprise Email Project (KEEP)

Assisted Project Management with technical consulting/support for the implementation and migration of 25,000 Exchange users to Lotus Notes 6.5. Proven ability to interact effectively with clients and staff at all levels.

Provided Project Management leadership to new contractors in support of migration/deployment including project status reporting, project planning assistance, client/project team coordination, and quality assurance.

Analyzed user requirements, procedures, and problems to recommend appropriate migration/deployment strategies.

Delivered national training to technicians or contractors in the usage of migration/deployment software tools.

Collaborated with IBM Technical Consultants in defining, developing, testing, implementing, and documenting of Kaiser-specific migration related tools.

Provided project technical documentation for national distribution and on-going maintenance of Project Document Library database.

Assisted Training Development Team and outside vendor in defining and designing a training course curriculum standard for Kaiser Permanente Lotus Notes end users nationwide.

Created Lotus Notes customer training ID files and Mobile Training Classroom setup, maintenance, and support.

Exchange Administration Support – Run Team

National Operations Messaging & Collaboration Services (MCS)

Performed 3rd level support for 25,000 user Microsoft Exchange email environment.

Assisted with server maintenance and monitoring to include updating of server anti-virus updates, creation/deletion of new email accounts, distribution grouplist creation, server configuration updates, mailbox moves, mail routing, and client software connectivity issues.

Collaborated with IBM Technical Consultants in planning, developing, testing, and documenting migration tools for moving Exchange Public Folders to Lotus Notes Databases.

Resolved problems using issue tracking system and made referrals to systems support or network/communications staff.

Metro Information Services, Inc. (Acquired by Keane, Inc.) Los Angeles, CA

Aug. 2000 – Oct. 2001

Lotus Notes Specialist, Contract Consultant

Kaiser Permanente, Pasadena, CA

Built rapport with InformationTechnology personnel nationwide by providing Lotus Notes migration/deployment consultation and support.

Performed customer installations/configurations and upgrades from Exchange/Outlook email to Lotus Notes.

Identified, resolved, or escalated issues related to Lotus Notes client software installations and configurations.

Collaborated with vendor trainers to provide classroom setup of Lotus Notes Client/Server for employee training.

Assisted Lead Technician with coordinating, supervising, and mentoring assigned project duties to Contractors or Information Technology Support Specialists nationally.

TekSystems, Costa Mesa, CA Apr. 2000 – June 2000

Lotus Notes Administrator, Contract Consultant

Boeing Information Technology Center, Anaheim, CA

Performed Lotus Notes user ID registrations, mailfile deletions, recertification of Lotus Notes IDs, and mailfile moves.

Performed database troubleshooting, Name & Address Book cleanup, mail.box mail routing checks, and Notes server log checks for correction of replication errors.

Assisted with approval of Domino AdminP requests, verification of Internet mail routing, dial-up servers, and group mail distribution creation.

TekSystems, Glendale, CA Mar. 2000 – Apr. 2000

Lotus Notes Technical Analyst, Contract Consultant

3M Pharmaceuticals, Northridge, CA

Upgraded all Lotus Notes client machines to higher version on Windows NT 4 platform. Wrote, edited, and distributed documentation of procedures for IT departmental use.

Installed, configured, and supported Lotus Notes client software desktop.

Installed, configured, and supported Palm Desktop Manager software with Lotus EasySync to perform customer data synchronizations of PalmPilots.

Shopnow.com, Inc. (acquired by Shop.com) , Hawthorne, Ca Sept. 1999 – Mar. 2000

Franchise Owner/Webmaster, Self-Employed

Created and maintained franchise e-commerce website for purpose of sales in

the areas of consumer computer equipment and electronics.

Maintained site publishing, updates, links, advertising/promotion, and graphics

creation for website using HTML/Java applets or scripts.

Assisted customers with website inquiries related to sales and promotion of website services.

EDP Contract Services (a TAC Worldwide Company), Los Angeles, CA

Feb. 1999 – July 1999

Lotus Notes Trainer & Migration Technical Analyst, Contract Consultant

Computer Sciences Corporation/Raytheon/Hughes, El Segundo CA

Delivered effective training presentations to small, medium, and large audiences to

assist end users with transition of features/functionality from ccMail to Lotus Notes in

a 68,000 user environment. Walked trainers through proprietary "Train the Trainer"

process.

Communicated with users daily to provide excellent 3rd level telephone and desktop technical support for all user levels migrated from ccMail to Lotus Notes.

Provided customer support to ensure successful client workstation installations, mail routing, and migration of archived data.

Created and edited technical documentation for distribution to local technical support.

QuickStart Technologies, Inc. (aka Quickstart Intelligence), Newport Beach, CA Jan. 1998 – Dec. 1998

Lotus Notes Administration & ATS HelpDesk, Contract Consultant

Anderson Consulting now “Accenture”, El Segundo, CA

Performed daily Lotus Notes Domino Server Administration according to IT policies/standards for 60,000 user environment.

Responded to trouble ticket requests, processed customer ID requests,

customer ID recertifications, customer name changes, database rollouts, mail-in database creation, server backups, mailfile creation, and database restores.

Installed and configured 2 Lotus Domino Servers.

Monitored server performance and ensured successful mail routing.

Assisted end-users with support for Windows 95 and MS Office applications over the phone or in the field. Installed, configured, and tested desktop software

Aerotek Data Services Group, Gardena, CA July 1997 – Oct. 1997

LAN Administrator, Contract Consultant

Laidlaw Environmental Services, Inc., Los Angeles, CA

Assisted Senior LAN Administrator with day to day network operations and support

for 50+ users on a Novell 4.11 network. Support included creating, modifying, and deleting user accounts, and editing login scripts.

Performed network backups, network security, network printer setups, and troubleshooting LAN/WAN issues.

Participated in Windows 95 rollouts, upgrades, and user support.

Aerotek Data Services Group, Gardena, CA Feb. 1997 – July 1997

MIS Desktop Support Analyst, Contract Consultant

CBS Television, Los Angeles, CA

Supported 600+ users in an Ethernet/Token-Ring environment performing day-to-day Novell and Windows NT System Administration. Created and maintained user accounts.

Recommended and implemented course of action for problem resolution of LAN/standalone desktop software problems.

Analyzed, identified, and recommended hardware/software upgrades,

Participated in installation and reconfigurations of system software upgrades for LAN/standalone desktop PC users.

Trained and mentored new personnel in departmental policies/procedures.

Modis, Inc. (formerly Mini-Systems & Associates), Culver City, CA July 1994 – Jan. 1997

PC/LAN Hardware/Software Support Technician, Contract Consultant

Nissan Motor Corporation, Gardena, CA

Performed installations, upgrades, and relocations of IBM PC’s, compatibles and various peripheral as networked and standalone devices for large-scale and small projects in a Token-Ring environment.

Performed software and hardware troubleshooting, Windows software and application installations on networks and standalone PC’s supporting 2000 nodes.

Participated in Windows 95 rollouts and also responsible for end-user Windows 95

systems training and support for Nissan Sales, Nissan North America (NNA), Nissan Research & Development, Nissan Master Parts Distribution Center, and Infiniti Division.

Interfaced with all levels of management to coordinate site-survey assessments to determine client’s technical needs.

Assisted with scheduling of installations and upgrades of equipment.

Modis, Inc. (formerly Mini-Systems & Associates), Culver City, CA May 1994 - July 1994

PC/LAN HelpdeskSupport, Contract Consultant

Southern California Edison, Rosemead, CA

Performed 2nd level PC desktop support in a large 2000+ node Ethernet/Token-ring environment.

Worked independently to diagnose, troubleshoot, and resolve software related problems

in a Netware 3.x/4.x environment for end-users in various departmental levels/divisions.

Consulted with all levels of management to help determine their needs and priorities

related to configurations, reconfigurations, and upgrades of desktop PC’s.

Consultis Information Technology (formerly Computemp), Los Angeles, CA

Sept. 1993 – April 1994

Computer Support Technician, Contract Consultant

Provided computer technical support for various companies as a Contract Consultant. Duties included providing MIS related activities such as client software technical support for LAN and standalone end-users.

Rohadfox Construction Control Services Corp. (CCSC, corporate office in Durham, NC), Los Angeles, CA June 1992 - June 1993

City of Los Angeles Clean-up L.A. Project, Contract Consultant

MIS/GIS Community Outreach Coordinator

Coordinated all computer related activities at field office site as a liaison to partnership companies involved in Clean-Up Los Angeles Project contracted by the City of L.A. and Federal Emergency Management Agency (FEMA)

Supported field office site of 35-50 employees on a Novell network. Provided end-user application software training and network support.

Generated weekly and ad hoc project reports for management status/updates and performed data entry of City and Community Outreach information for database information tracking.

Assisted with gathering and coordinated requests for GIS (Geographical Information Systems) mapping data for analysis of street-level information used by Project Community Representatives and management.

Participated in designing Employment & Training GUI front-end for project management Disaster Relief Management Database.

Developed, wrote, and edited end-user technical documentation.

EDUCATION

& TRAINING

West Los Angeles Community College (1 year), Culver City, CA

Major: Business Administration, Minor: Music Theory 1982-1983

Fullerton College, Anaheim, CA, Network Fundamentals

& Novell Netware 1994

Workshops

QuickStart Technologies, El Segundo, CA

Windows NT Administration\Support Training 1998

CorpInfo Services, Los Angeles, CA, Domino Designer

Fundamentals 2002

AlphaLogix, Huntington Beach, CA, Exploring New

Features in IBM Lotus Notes 6 2003

IDT, Integrated Digital Technologies Corp., Pasadena, CA,

Domino 6 System Administration Operating Fundamentals 2003

Certifications

IBM Certified Associate System Administrator – Notes Domino 6 System

Administration Operating Systems Fundamentals

Certified Novell Engineer – Novell CNE, ver. 5

Professional

Affiliations

Member of LANDUG (L.A. Notes Domino User Group).

Contact this candidate