Summary

Accomplished IT professional with demonstrated customer service success. First rate customer service skills and tried-and-true support methods which provide users with the utmost quality at all times. Highly trained in a wide range of hardware and software, and well experienced in working in secured environments. Adept at moving into new environments and adapting and upgrading outdated technology into more reliable and updated systems without sacrificing user uptime.

TECHNICAL SKILLS

• Software: Microsoft Office VMware BackTrack Cisco/Juniper VPN ESET/Norton/Mcafee/Computer Associates Antivirus solutions Webex openVPN VNC/RDP DD-WRT/OpenWRT Microsoft Active Directory Dell OpenManage Various Entry/Exit Security Software Norton Ghost SQL Barcode Based Inventory Systems UPS Management BackupExec Veritas NetBackup Adobe Professional DeepFreeze Unitrends Postgres Hyper-V, Unitrends Enterprise Backup UEB , Salesforce
• Operating Systems/Servers: Windows XP NT 2000 Vista 7 8 Microsoft Server 2003/2008/2012 Microsoft Exchange Server MySQL Server Microsoft SQL Server 2005/2008 Linux Gentoo/Fedora/Ubuntu/Ubuntu Server/CentOS/RHEL/OpenSUSE Apache DNS Server SMTP/POP3 Servers VMWare ESX Microsoft Terminal Server PFSense
• Hardware: Desktop/Server/Laptop Systems Dell PowerVault Xerox/Ricoh/Brother Print/Copy/Scan/Fax Solutions Entry-Point Security Terminals Cisco VoIP phones HID/RFID Scanners SCSI RAID Fibre-Channel, HD Projection Systems VoIP Solutions Point-of-Sale Terminals Credit Card Readers Time Clock Systems Various Professional Switches, Routers, Hubs, Wireless Access Points, Modems and Network Attached Storage, Unitrends Backup Appliances All variations
• Network/Protocols: LAN/WAN/WWAN Ethernet TCP/IP IPX/SPX UDP NetBIOS NetBEUI SSH Telnet FTP TFTP SFTP DHCP DNS VPN SMTP PPP ICMP iSCSI POP3 SQuID PPPoE

EXPERIENCE

Confidential

L1 Support Engineer

• Answer phones
• Remote support
• Kept Unitrends backups working effectively for multiple customers
• Worked with Several variations of Linux OS's
• Troubleshooting in Windows desktop and server environments
• Troubleshooting in Mac environments
• Troubleshooting in Linux environments
• Bash Scripting
• Scripting in various languages for task automation
• Network troubleshooting
• Firewall troubleshooting
• Server troubleshooting
• Generate reports
• Worked directly with development on bug fix's
• Worked directly with QA to correct issues on product
• Created complete test labs, to train new employees in simulated live environments. This included Active directory servers, SQL servers, exchange servers, with automated dummy exchange accounts, DNS Servers, Hyper-V servers, VMware servers, Various different linux servers, and various Windows servers
• Worked with Postgres databases on a daily basis
• Mentor Front line engineers, as well as Level 1 engineers.
• Worked within our different COLO's to correct servers remotely, as well as in person.
• Drafted Technical Documents for our Knowledge Base.
• Created custom routing for customers
• Helped new engineers learn how to use our system, as well as provide troubleshooting guidance.
• Worked with Salesforce
• Drafted documents on how to resolve issues
• Worked with VMware
• Worked with Hyper-V
• Worked with several remote desktop applications
• Worked primarily from the Command Line Interface
• Worked directly with MSP's
• Team Lead
• Running reports
• Working within salesforce to manage cases, case notes, and run reports

Confidential

• Overnight Stocker
• Pull freight from backroom
• Take freight off of pallets and stock it onto shelves
• Trouble shoot computer systems for management
• Operate Gemini equipment.
• Merchandise

Confidential

Systems Administrator/IT Technician

• Install, configure, and manage all network infrastructure, including modems, firewalls, switches, and MPLS network.
• Managed and installed Servers, Workstations, SAN/NAS, Backup Systems, Virtual Infrastructure
• Managed all local and internet facing web server installations.
• Performed regular onsite and offsite remote support to both employees and customers.
• Improved local infrastructure to add additional redundancy to core services, and provide a high availability environment.
• Customer Service
• Routine Maintenance
• Standard End User repairs

Confidential

Systems Administrator/IT Technician

• Install, configure, and manage all network infrastructure, including modems, firewalls, switches, and MPLS network.
• Managed and installed Servers, Workstations, SAN/NAS, Backup Systems, Virtual Infrastructure
• Managed all local and internet facing web server installations.
• Performed regular onsite and offsite remote support to both employees and customers.
• Customer Service
• Routine Maintenance
• Installed Wireless receivers on business's and customer homes.
• Tested wireless signal strength
• Monitored users bandwidth usage
• Kept payment information up to date via Quickbooks
• Trouble shoot problems over the phone
• Managed wireless towers via telnet and SSH.

Confidential

Technician

• Installed Servers, Workstations, Network Attached Storage, Network Cabling, Patch Panels, Switches, Hubs, Modems, VPN, and Secured WPA2 Wi-Fi Networks
• Installed a variety of Point-of-Sale terminals.
• Managed credit-card processing applications and hardware for rapid payment processing, as well as integration into financial management software.
• Installed and configured time-clock systems and point-of-entry/exit security systems.
• Operated and managed VMware-based remote servers to allow nonstandard businesses with roaming systems to be able to access and use files and network services anywhere within the globe.
• Created and maintained specialized active directory profiles for businesses to allow roaming profiles, allowing files to be accessed by appropriate users on any workstation, both locally and through secured VPN solutions.
• Installed and performed regular off-site backups to high-speed systems to ensure data security and reliability in the event of local data failure.
• Managed servers and workstations both on-site and remote with 24/7 network monitoring to ensure maximum customer uptime.
• Performed web domain management and trained users how to use new, professional domain email to promote the business and website.
• Performed Search Engine Optimization on websites to increase traffic.
• Implemented and performed troubleshooting of SQL databases and servers.
• Implemented problem ticketing system to allow customers to schedule non-critical work to be performed on systems and software at a later time, as well as create a common problems troubleshooting system.
• Managed network antivirus and firewall solutions to ensure workstation security.
• Trained users and administrators in proper security practices, software usage, user management, as well as preventative measures.
• Installed and configured enterprise-class printing, scanning, and faxing solutions, as well as implementing E-Fax solutions and training users in its use.

Confidential

Owner Systems Administrator/IT Technician

• Self-owned and operated small business performing contract based IT work for various businesses.
• Installed Servers, Workstations, Network Attached Storage, Network Cabling, Patch Panels, Switches, Hubs, Modems, VPN, and Secured WPA2 Wi-Fi Networks
• Installed and configured time-clock systems and point-of-entry/exit security systems.
• Operated and managed VMware-based remote servers to allow nonstandard businesses with roaming systems to be able to access and use files and network services anywhere within the globe.
• Created and maintained specialized active directory profiles for businesses to allow roaming profiles, allowing files to be accessed by appropriate users on any workstation, both locally and through secured VPN solutions.
• Installed and performed regular off-site backups to high-speed systems to ensure data security and reliability in the event of local data failure.
• Managed servers and workstations both on-site and remote with 24/7 network monitoring to ensure maximum customer uptime.
• Implemented problem ticketing system to allow customers to schedule non-critical work to be performed on systems and software at a later time, as well as create a common problems troubleshooting system.
• Managed network antivirus and firewall solutions to ensure workstation security.
• Trained users and administrators in proper security practices, software usage, user management, as well as preventative measures.
• Managed technicians, customers, and payroll, as well as 24/7 on-call/on-site support.