IT Technician__Hardware / Software / Net. Maintenance, Troubleshooting
Resume:
Bryan David Jones
Charlotte, NC 28269
828-***-**** (Cell)
x72lrt@r.postjobfree.com
www.linkedin.com/pub/bryan-jones/19/376/364
OBJECTIVE: To demonstrate and maximize my cognitive, reasoning, analytical, and technical skills to help facilitate the needs and growth of your company.
TECHNICAL SKILLS
Operating Systems: Windows 9x/Vista/7
Programming: HTML, Java, C++, SQL, Data Warehousing, JSP, Servlets, VB.NET
Networking: DSL/Cable/Wimax ISPs, Modems, Routers, Switches, PC/LAN Configurations, Firewalls, Port Forwarding/Triggering, VoIP, TCP/IP Settings
Applications: Microsoft Office Suite (XP, 2003, 2007, 2010)
Miscellaneous: PC Hardware/Software maintenance & repair, Windows Registry Errors, Virus/Spyware/Adware Removal
WORK EXPERIENCE
TIAA-CREF, Charlotte, NC
PC Refresh / Migration Technician August 2011 – Present
Responsibilities include:
*Upgrading all TIAA-CREF employee laptops and desktops to new Lenovo Thinkpads/Thinkcentres
*Building core Windows XP images using Tivoli Provisioning Manager for OS Deployment
*Migrating data and applications from one computer to another using IBM Tivoli Endpoint Manager
*Downloading and configuring additional drivers and upgrades as necessary to ensure proper application functionality
*Installing McAfee Endpoint Encryption Manager on every Lenovo laptop to ensure secure access and connectivity
*Using Tivoli Asset Management for IT (TAMIT) to keep track of user assets by associating user names and RACF IDs with computer model / serial numbers, and other devices / peripherals
*Resolving network connectivity issues with switches, IP address shortages, and bad cabling
*Maintaining and troubleshooting applications, computer hardware, and other peripherals
*Ensuring that all PCs and laptops are built and ready for deployment according to SLA agreements
ACN, Concord, NC
ACN Technical Support Agent January 2011 – August 2011
Responsibilities include:
*Assisting customers with installation and configuration of ACN VoIP phone adapters and other related networking equipment
*Verifying DSL modem authentication and connectivity to ACN servers
*Assisting with installation and configuration of modems (DSL/Cable/Wimax), routers, fax machines, gaming consoles, home plugs, security systems, etc.
*Assisting customers with logging into network peripherals to configure firewall and TCP/IP settings (port forwarding, port triggering, DNS servers, IP configurations, etc.)
*Remote logging into customer computers to assist with peripheral configurations and to perform network diagnostics
*Configuring modem/router settings to allow better network functionality (firewall, port forwarding/port triggering, DNS settings)
*Using multiple proprietary applications to diagnose, understand, and resolve issues due to ISP failures or problematic networking equipment
*Using speed tests, trace routes, ping test, NSlookup, and other diagnostic tools to troubleshoot network connectivity problems
*Creating truck roll tickets to fix DSL line and home wiring problems
*Ensuring proper VoIP/data traffic flow to allow acceptable audio/video quality on ACN videophones and phone adapters
*Providing Tier I & Tier II technical support
Vonage, Concord, NC
Vonage Technical Support Agent January 2010 – January 2011
Responsibilities include:
*Assisting customers with installation and configuration of Vonage VoIP phone adapters and other related networking equipment
*Debugging devices by analyzing Vonage XML registration and SIP logs
*Using multiple proprietary applications to diagnose, understand, and resolve issues due to ISP failures or problematic networking equipment
*Troubleshooting compatibility issues with routers, switches, fax machines, gaming consoles, credit card readers, multi-line phones, home plugs, existing house wiring, etc.
*Giving detailed instructions for customers to perform speed tests, ping tests, trace routes, and NSlookups, etc.
*Assisting customers with logging into network peripherals to configure firewall and TCP/IP settings (port forwarding, port triggering, DNS servers, IP configurations, etc.)
*Initiating LNP process for customers who want to use there current phone number with their new Vonage service
*Ensuring proper VoIP/data traffic flow to allow acceptable audio quality on Vonage phone adapters
*Providing Tier I & Tier II technical support
Graduate Student at UNC Charlotte, Charlotte, NC
Graduate Student August 2008 – December 2009
Responsibilities included:
*Pursuing Master of Science in Information Technology at UNC Charlotte as a full-time student
IBM, Charlotte, NC
Thomson Reuters Helpdesk Analyst May 2008 – July 2008
Responsibilities included:
*Assisting work-from-home employees install and configure home networking equipment (routers, switches, printers etc.)
*Resetting employee security tokens and other account security information
*Identifying and/or fixing issues with damaged or defective equipment
*Configuring printer sharing with home and office equipment
*Assisting with the configuration and troubleshooting of software and system functions including: Microsoft Office, Microsoft Outlook, Windows Registry, TCP/IP configurations, printer sharing, etc.
*Remote accessing employee PCs in order to assist with fixing various software, system, and Internet connectivity problems
*Helping work-from-home employees set up VPN connections on company and personal PCs
*Notating employee accounts with troubleshooting steps taken to resolve issues
*Creating and processing work orders for Tier II technical support issues
Johnson C. Smith University, Student Technical Assistant (STA) Program, Charlotte, NC
Student Technical Assistant September 2006 – December 2007
Responsibilities included:
*Providing campus phone and desktop support to resolve hardware, software, and networking issues
*Maintaining, repairing, and/or replacing damaged or defective equipment (PCs, laptops, printers, etc.)
*Troubleshooting and fixing hardware problems regarding power supplies, sound cards, memory modules, NIC cards, motherboards, hard drives, CD drives, CPUs, keyboards, mice, monitors, etc.
*Removing viruses, spyware, and adware from campus PCs and laptops
*Imaging campus PCs and laptops with modified JCSU Windows XP image
*Making and testing CAT5 cables and RJ-45 ports for dorm rooms, classrooms, and offices
University of Rhode Island, REU Graphics Research Program, Kingston, RI
REU Graphics Research Intern May 2007 – August 2007
Responsibilities included:
*Conducting motion capture research without use of LED markers
*Filming videos of people in motion in front of a blue screen background
*Designing and implementing C++ algorithms and raster image processing to find various points and body parts on human figures in the videos
*Using raster image, color, and blob detection to pinpoint and track moving parts of video images
*Using tracked points of video images to create moving skeletal models with Autodesk Maya software
National Climatic Data Center (NCDC), Asheville, NC
Technical Intern May 2005 – August 2006
Responsibilities included:
*Editing and validating HTML pages to maintain consistency and uniformity of all NCDC webpages
*Photographing and documenting information about NCDC Heritage Assets (Heritage Assets included outdated weather instruments, weather records, and other tools/equipment that were to be displayed in a museum at the NCDC headquarters.)
*Assisting with building and maintenance of Microsoft Access 2003 database to archive information about NCDC heritage assets
*Assisting with the building, design, and maintenance of website corresponding to Microsoft Access database
EDUCATION
*University of North Carolina at Charlotte, Charlotte, NC
Pursuing Master of Science in Information Technology
Anticipated Completion Date: May 2012
*Johnson C. Smith University, Charlotte, NC
Bachelor of Science in Information Systems Engineering
Graduated Cum Laude
Completion Date: May 2008
AWARDS
*Robert L. Albright Honors College Inductee – May 2006
*JCSU Dean’s List – August 2004 to May 2008
*Duke Endowment Scholarship Recipient – August 2004 to May 2008
*Knight Foundation Scholarship Recipient – August 2004 to May 2008
ACTIVITIES
*Science and Technology Academicians on the Road to Success (S.T.A.R.S.) Alliance Program
*Science, Technology, Engineering, and Mathematics (S.T.E.M.) Program
*Meals on Wheels
*M2 Foundation For Kids (math tutor)
REFERENCES Available upon request
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