Engineer Manager
Resume:
John K. Herrick
West Jordan, UT 84084
************@*****.***
TECHNICAL SUMMARY:
* 10+ years of experience providing back office, network and desktop support.
* 5+ years of WAN and LAN administration and support (xDSL, VPN, DNS, Firewalls).
* 4+ years of Linux and Open-Source services support (SaMBa, RedHat 6, CentOS 5).
* 4+ years of Microsoft services administration (Server '08, Win7, IIS6, Exchange '07).
* 3+ years of virtualization experience in production (VMware, VirtualPC).
* Achieved MCP and MCDST certifications while at Microsoft.
* Experience in Microsoft and Linux administration in both civilian and military settings.
EXPERIENCE:
PacifiCorp\Rocky Mountain Power (DB Professionals) 02/10 - 09/10
Desktop Support Administrator
* Support clients of MidAmerica, PacifiCorp, & Rocky Mountain Power support systems.
* Administered in Microsoft Active Directory and Novell Netware environments.
* Diagnosis and troubleshooting via Remote Desktop, Citrix, VPN, Windows Active Directory, Novell Netware, ZEN & ConsoleOne.
* Troubleshooting device conflicts, connectivity issues, and application issues in Windows XP, Vista and Windows 7.
* Imaging and configuring new desktops and laptops., as well as other hardware/software setup and configuration on a case-by-case basis.
* Provide collaborative advice through DLs for IT group Microsoft responses and open-source software solutions.
* Distribution of programs and updates via Novell Application Launcher and Microsoft System Center Configuration Manager, as well as other specialized means.
* Working primarily at the NTO in Salt Lake City with limited travel to remote sites.
Mozy, Inc (EMC) 11/08 - 10/09
Level 2 Technical Engineer
* Tasked to provide the primary Microsoft content and troubleshooting role for Support group, including supporting and researching topics for Support as well as other Microsoft-inclusive assistance.
* Designed and built a "virtual lab" of Windows and Mac virtual machines, allowing Support and other groups the ability to reproduce all conditions without risk to work machines.
* Primary work involved acting as a central troubleshooting hub between all services, from developers and networking to level 1 and customers.
* Provided Level 2 direction and training for new US, Ireland, and India Level 2 groups.
* Provided technical interviews to potential Level 2 candidates in the US.
* Provided support to the IT department in minor roles including hardware assessment, desktop reimaging and deployment, and minor helpdesk assistance.
* Provided backup for and minor managerial decision-making on behalf for management (holidays and busy times), by request or when absent.
Microsoft - Xbox LIVE (contract with Siemens) 10/07 - 9/08
Junior Systems and Network Analyst - Xbox Operations Center (ESG)
* Provided Microsoft Systems Monitoring and Management services in a 24-hour production backend services environment.
* Working as part of a team in a rotating team system, monitored Windows Server 2003 servers running Internet Information Services and Microsoft SQL Server 2000 and 2005.
* All monitoring was done using Microsoft Operations Manager 2005, all bugs and escalations used Microsoft Product Studio, and services viewed using Performance Monitor graphs.
* Service was performed utilizing SQL Server queries, IIS command functions, and Active Directory maintenance.
* Also provided on-call and conference\bridge calls with 3rd parties hosting bandwidth (such as LimeLight), off-network game hosting servers (Bungie), and collocation facilities (such as Level 3).
* Monitored XBox 1 and XBox 360 sandbox and certification environments, as well as monitoring tools and custom in-house code providing constant monitoring.
* Was tasked with training new employees and mentoring new hires.
* Languages and some programming elements used included JavaScript, C and C+, and Windows Scripted Hosting.
Ivey Imaging LLC 1/07 - 10/07
Systems and Helpdesk Administrator
* Supported over 100 manufacturing and office personnel and two buildings of equipment.
* Took on specialized tasks for inventory assimilation; system and network active monitoring & maintenance; Active Directory, Exchange, and Blackberry Enterprise Servers; upgrade reports for existing servers, network equipment and computers; security keycard & electronic door access; and Helpdesk administration via phone, e-mail, and training meetings.
* Primary Exchange Administrator for colocation front-end and three back-end Exchange Server 2003 servers for all 3 locations.
* Supported Microsoft, Apple, and some minor Sun hardware maintenance.
* Special Projects included instituting groupware for IT department, server room reorganization, and site equipment re-inventory and excess roundup for resell\recycling.
* Special recognition for Linux incorporation, virtual machine site integration, and PlateSpin server migrations.
Microsoft - Live Meeting (contract with Siemens) 2/06 - 10/06
Support Engineer
* Support Engineer in Office Live Meeting under Microsoft Real Time Conferencing services customer support group.
* Responsible for support of customer connection to and use of unique functions of Microsoft's Office Live Meeting software and service.
* Support via phone & e-mail for customer orientation of software and service, client installation support, extended troubleshooting sessions, and unique error reporting.
* Special projects included hardware compatibility identification, product API utilization, assisting billing services, and technical writing projects.
* Utilized advantage of provided Microsoft certifications training and testing to complete MCP and MCDST, intending to earn MCSE and MCT certifications.
ADP, Inc - ADP Dealer Services 11/03 - 2/06
Client Technical Analyst II
* Primary job responsibility was installing, maintaining, and supporting a proprietary application built in FoxPro 2.6 & MSSQL called "Super ServiceAdvisor" for dealerships across the US, Guam, and Puerto Rico.
* Application required integration with dealer UNIX or Linux database, across the dealership's network, and was supported through phone and e-mail.
* New SSA software builds were eventually tested in-house on a simulated SSA\dealer system I assembled and maintained.
* Expanded responsibilities to provide customer and internal PC support, IBM Windows-based terminal support, and networking support. In these roles I submitted knowledgebase articles, created new documentation, and helped to revamp the Windows-based Terminal hardware re-imaging program.
* Personally assisted colleagues in Hyderabad, India call center with custom-built instructions and technical data.
EDUCATION & CERTIFICATIONS:
Heald College, School of Technology, Portland, OR 1999 - 2001
Computer Information Technology, Major
Pursued two AAS in both Computer Technology and Networking Administration.
Ball State University, Muncie, IN 1996 - 1997
Foreign Language, Major - Criminal Justice, Minor
Studied Spanish, Mandarin Chinese, and Russian major, Criminal Justice minor.
Microsoft Certified 2006
MCP, MCDST. Also began work on MCSE, CCNA.
MILITARY:
U.S. Army; various National Guard Colorado, Indiana, Oregon 1995 - 2004
11B-Infantry Soldier; 74B-Information Specialist
Deployed for Operation Enduring Freedom (a.k.a. Iraqi Freedom.)
Received awards and medals for pursuit of excellence, educations, and services to Military and
skills exhibited working with soldiers and units.
No disciplinary actions received during military service. Red Cross First Responder and Combat
Aid certifications achieved during military tenure
Three total military contracts, with three Honorary Discharges.
DD-214 and NGB-22 available upon request.
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