TECHNICAL SKILLS:

Hardware: IBM POS installs, Credit card readers, POS Scanners, PC, Macintosh, AS\400 series,Various repair of Laptops Lcd screens etc., VDI installation and configuration, Laptop and workstation reimaging and configuration, Microsoft OS upgrades. Panasonic Tough books CF - 19 to CF-53. Various HP switches. Toshiba R930 and Tecra Laptops.

Software: Windows 98 through Windows 10, Microsoft Office Suite from 97 to Windows 2013, Microsoft Access and Excel through Windows 2013, Lotus Notes, File Maker Pro, HP Openview ticketing software, Microsoft Office 360.Networking: Basic understanding of TCP/IP concepts and address setups, wired and wireless connectivity.

Ticketing Systems: HP Service Now, Remedy, Connect Wise.

PROFESSIONAL EXPERIENCE:

Tier 2 PC Services Technical Support Services Specialist

Confidential

Responsibilities:

• Provided Tier 2 support for Laptop and Desktop computer users within Confidential Inc. . The support provided is face to face in a designated room called the Pit Stop, using the Service Now ticketing system. Support can also be provided at the users desktop when necessary. Issues are related to both hardware and software issues of any type. Also participating in a refresh (about One thousand machines) project of
• Confidential Laptops and Desktops. Out of warranty T430's, T440p;s and X230's. Laptops are being replaced with X1 Carbons both fourth and fifth generations. The goal of the refresh is to allow for higher security by loading BitLocker software to create a secure pin number upon login. The goal of this support is to provide the best customer service in the quickest and most professional manner.

Prebill Auditor

Confidential

Responsibilities:

• Audining billing orders for correct pricing from negotiated contracts.
• Informimg the billing orderers of any errors created in the billing process.

Dispatcher

Confidential

Responsibilities:

• Distributed tickets to three technicians using the Connect Wise ticketing system.
• Closed resolved tickets in the same ststem.

Help Desk Technician

Confidential

Responsibilities:

• Now working on a project for Confidential to facilitate the processing of purchase orders for their customers. We used Remedy ticketing system to allow support for customers orders to make sure those orders are entered and fulfilled properly. Tickets are created and transferred to Confidential 's IT department via Remedy to help with correction of orders with errors.

Windows XP to Windows 7 Technician

Confidential

Responsibilities:

• ReImaged Confidential M71 and M83 desktops from Win XP to Win 7 using SCCM 2012. Performed cable management. Loaded favorites file in the public desktop with all updated software needed for use in Windows 7. Used Configuration Manager to load software unique to Confidential, Ran gpupdate from the command line. Configured and deployed Wyse VDI terminals. Processed decommissioned machines for return to salvage.

Regional Deployment Installer

Confidential

Responsibilities:

• Deployed various POSequipment and networking equipment at Kroger and Kroger Marketplace stores throughout Ohio, West Virgina, Kentucky and Michigan. Installed and deinstalled IBM POS equipment, Ingenico Pin Pads and receipt printers. Replaced Confidential thin clients at Kroger pharmacies. Maintained Kroger portable registers by making sure they had wireless connectivity.

Desktop Client Support

Confidential

Responsibilities:

• Provided Desk top support for Sprint employees at the Columbus, Ohio Sprint office. This includes supporting and trouble shooting Windows 7 Professional as well as Microsoft Office 2013 software. The ticketing software Sprint uses is a custom version of HP Service Now. Also configuring and distributing new Toshiba R930 and Toshiba Tecra Laptops to new employees. I am also supporting Sprint POS Hardware and Software at their retail stores across using remote software called Dameware. I am also participating in a project for the install of Sprint POS equipment in various Radio Shack stores in the Columbus, Ohio area

Contractor

Confidential

Responsibilities:

• Worked on a project to migrate Dell 7010 Desktops and various Dell Laptops from Windows XP to Windows 7 Professional. Some of the machines were re imaged and some were replaced. The re images were completed with Kodiak version 2.1 software. Data was saved from the previous XP software (Desktop, Favorites, My Documents files) and transferred to Windows 7 after the re image or replacement. Outlook files were configured as well (NK2, proof, and Signatures files) were placed in App Data, roaming file. Some users files were backed up with Symantec Ghost as a precautionary measure.

Confidential

Responsibilities:

• Provided Tier II help desk support for technicians at JPMC branches across the country. I supported the installation of Cash Recyclers at the branches by pushing new firmware to those machines and validating that the installation was correct. Also, any HP workstations that needed uninstalled or moved to another location in the branch were supported. Teller workstations that were moved in the branch to other areas were re imaged to platform configurations. Instant Issue devices (Credit Card printers) were setup and configured at the branches as well. I also participated in support of an upgrade of ATM workstations from Windows XP to Windows 7.

Technician

Confidential

Responsibilities:

• Consolidated and replaced different models of Cisco Switches (Models 4507 and and 24 port switches, 3560G 24 port switch) for new models of HP switches (5412 chassis based switch port switch) in closets at different schools within the Reynoldsburg School District. Also, Decommissioned Nortel and Avaya (4524GT 24 port switch) and Aruba (S port switch) wireless into the new HP switches for both VoIP and wireless. Removed and consolidated extra fiber optic cabling. Made sure cable management in the closets was as neat as possible.

Windows 7 Migrations Specialist

Confidential

Responsibilities:

• Participated in the upgrade of 1000 PC's from Windows XP to Windows 7. The PC's upgraded were for Customer Engineers who used Panasonic CF-19's that were re imaged. Some of the CF-19's were decommissioned and replaced with Panasonic CF-53's. All the Panasonic PC's were imaged to Windows 7 using boot able thumb drives. The names of the PC's were changed using Active Directory following Emerson's naming standards. Each Customer Engineer was made an administrator to allow them to use the software required for their jobs. Software was loaded through a custom IT Batch program and through LAN Desk deployment software. Software deployed was Symantec Endpoint protection, PowerDB database, CE.mobile.

IT Technician

Confidential

Responsibilities:

• This project was to help with their “Pop-Up” DC’s (distribution centers). Gap started receiving a much higher call volume starting October and was getting getting ready for an over flow of orders which required an extra “pop warehouse” to fill those orders. Support was provided for approximately 75 work stations and probably a total of 120 users. Over 70 Motorola wireless terminals were supported as well. On-Site Technical Support was provided for MS Windows 7 workstations, MS Windows Server 2000/2003, Active Directory and Cisco IP network troubleshooting . Supported peripherals such as; Symbol PDTs, Datamax and Zebra label printers, and HP / Xerox laser printers.

Analyst, IT Operations

Confidential

Responsibilities:

• Participated in Customer Contact, Survey/Gather information relative to client's current PC, Order equipment as needed, Back-up client data, Deploy/configure new PC and client data Augmented current staff to facilitate the deployment of Windows 7 based computers replacing Windows XP based units. User State Migration tool was used for the deployments. Under moderate supervision, performed moderately complex tasks associated with IT Operations. Tasks include monitoring and operating a computer console and/or online terminals, provisioning and providing first and second tier technical support to end users on moderately complex issues regarding computer operations and networks, installations, setups, error messages, on-line transactions, system status, and downtime procedures, etc. Participates in problem/change management activities to minimize impact of service disruptions on end users.

Deployment Technician

Confidential

Responsibilities:

• Participating in deployments of VDI's and laptops through the Atos project team at Confidential facilities in the Columbus, Ohio area. The VDI's deployed and installed are Cisco and Devon thin clients replacing Dell and HP workstation machines. The laptops (Dell, HP, IBM Confidential ) are being re imaged and upgraded from Windows XP to Windows 7. Dell and HP workstations are also being upgraded from XP to Windows 7.

Deployment Technician

Confidential

Responsibilities:

• Deployed and replaced older Dell workstations and laptops with Windows XP OS with all new HP equipment with Windows 7 OS at various AEP power plant facilities. The new machines were imaged using SCCM tools customized to capture and restore images from the old machines to the new ones. Software that did not transfer from the old machines was reloaded manually if necessary. Users of equipment were given support for any questions they had about their new machines, new software, and Windows 7.
• I have provided both laptop and workstation hardware and software repairs, upgrades for individual users (friends, family, and other individuals). I have also been a care giver to my wife. Her health issues with multiple sclerosis and heart disease have required me to help with home care up to the present.
• Lately, I have obtained in home care for her which allows me to pursue full time employment.

Technician

Confidential

Responsibilities:

• Tested various brands of Cable Modems sent from various vendors of OVCS using Promptlink equipment and software.
• The modems were tested for signal to noise ratio, upstream and downstream throughput, and voice and network connections.
• Tested a variety of cable box converters for functionality using various diagnostic programs.
• Changed or upgraded hard drives for DVR cable converters.
• Did repair on various cable converter box motherboards using through hole soldiering to replace capacitors and various components.
• Used a BGA machine to replace various chips on circuit boards for cable converters.

Migration Technician

Confidential, Granville, Ohio

Responsibilities:

• Deinstalled users IBM laptops and replaced them with Dell desktops or tower models.
• Migrated user data from from IBM laptops to the Dell systems.
• Installed new systems on the users desktops.
• Tutored users on the features of the new Dell machines.

Confidential

Customer Systems Support

Responsibilities:

• Supporting by phone Confidential software in retail and hospital pharmacy environments.
• Software supported is called Echo, allowing pharmacist's to reorder and inventory drugs and other supplies for their pharmacy.
• Password resets for access to echo and other Confidential assets.
• Assisting pharmacies in loading and configuring Echo in their computers.

Desktop Support Technician

Confidential

Responsibilities:

• Performed Hardware installations, resolve networking issues, replaced disk drives, NIC cards and video cards, installing new systems and load sets.
• Installed HP and Dell printers.
• Installing/upgrading various standard software packages.
• Helped setup basic network TCP/IP addresses for the new machines.

Confidential

Responsibilities:

• Entered invoice information into Confidential database.
• Updated invoice information into an Excel spreadsheet.

Confidential

Responsibilities:

• Provided Mactintosh Computer tech support via incoming telephone calls.
• Supported both Macintosh hardware and software for warranty and service.

Confidential, King of Prussia, Pa.

Responsibilities:

• Repaired or replaced field replaceable unit parts in Dell Computers at various corporate businesses and private homes.
• Solved any issues the Customer would have regarding hardware or software problems.

Backup POS Technician

Confidential, Phoenix, Arizona

• Acted as a fill in Technician for a POS installation at LifeTime Fitness in Dublin, Ohio.

Installation Tech

Confidential

Responsibilities:

• The BIOS of the new computers was reflashed to Kroger's specification.
• Reprogrammed front register scanners for proper operation.
• Participated in the installation of new IBM register equipment

Inventory Technician

Confidential, Columbus, Ohio

Responsibilities:

• Inventoried various types of computer and communications equipment at NiSource sites (Columbia Gas) in the Columbus, Ohio area.
• The equipment was bar coded and scanned into hand held scanner units, then downloaded into laptops.
• The equipment consisted of Dell laptops and desktops, various printers, and radio communications equipment.

Confidential, Houston, Texas

Responsibilities:

• Replaced old NCR POS computers at various Meijer and WalMart stores in the Columbus, Ohio area.
• Replaced old CRT monitors with new LCD flat panel displays.
• Moved PCI dynakey cards to the new machines.
• Changed settings on the new machines BIOS.
• Updated cabling (both electrical and data) for the new machines.

Confidential, Dublin, Ohio

Responsibilities:

• Loaded, unloaded and upgraded software for home computer users.
• Trouble shooted PC Hardware and software problems using utility software such as The Norton Utilities.
• Installed PC Hardware repairs and upgrades such as new hard drives, RAM, and video cards.
• Installed and trouble shooted ISP and Browser software as well as Telephone, DSL, and Cable Modems.
• Have set up basic and wireless computer networks for home PC uses.

Confidential, Dublin, Ohio

Financial Services Representative

Responsibilities:

• Received calls from individuals in various retirement state plans (Mutual Funds, 457, and 401k) to request information or make changes to their accounts.
• Answered e-mail questions from participants using Lotus notes.
• Used both IBM AS/400 and Nationwide provided desktop software to enter account information and exchanges for individual retirement plans.
• Reset customer passwords and assisted with navigation on various Nationwide websites.

Cellular Phone Entry Analyst

Confidential, Columbus, Ohio

Responsibilities:

• Created a process using Microsoft Access to enter and send cell phone bills to Bank One employees by connecting their names to their individual cell phones.
• Phone numbers in each bill were cross-d by using telephone number reverse lookup in web sites such as Infospace.com and the Bank One Monies system.
• Once the cell phone number was confirmed, it was entered into a Microsoft Access database along with users name.
• Entered telephone invoices into Microsoft Excel and moved them as tab delimited files into the Monies system.

Analyzed and entered foreclosure data

Confidential, Columbus, Ohio

Responsibilities:

• Analyzed and collected information on foreclosed mortgages according to FHA rules for Chase Mortgage.
• Contacted attorneys representing Chase Mortgage to gather information about the progress of foreclosure of individual properties.
• Entered the foreclosure information into Excel spreadsheets.
• Created foreclosure loan histories on Chase's IBM 3270 mainframe.

Intermediate Clerk

Confidential, Columbus, Ohio

• Executed back office activities for Energy Trading (natural gas and electricity) at A.E.P.
• Telephoned counter parties (other companies that traded energy with AEP) to compare and confirm contract details using the zainet database.
• Downloaded daily electricity prices into excel spreadsheets as needed.
• Converted zainet report of daily trade activity for download into an Access Database.
• Updated the fields and quieries in Access to reflect changes in daily trading activity.

Data Entry Tech

Confidential, Columbus, Ohio

• Entered trucking data for an engineering project at the Limited.
• Built the data into an excel spreadsheet.

Conversion Tech

Confidential, Columbus, Ohio

• Replaced computer hardware at various REVCO stores to facilitate the conversion of the store to CVS pharmacies.
• Swapped hard drives in the front store and pharmacy to convert REVCO formatting to CVS format.
• Reconfigured and upgraded the connection of the front store computer to the satellite uplink unit in each store.
• Upgraded cash registers to accept CVS data.
• Connected new monitor and printer to the front store printer.
• Downloaded CVS pharmacy information to pharmacy server.

Inventory Clerk

Confidential, Columbus, Ohio

Responsibilities:

• Applied bar codes and scanned computer inventory at various Lucent Technology plants in the Columbus area.
• Ran utility software to analyze each computer system for type of processor, amount of RAM, and size of the hard drive.
• Discussed the satisfaction level of computer equipment with each user.

Student Tutor

Confidential, Marietta, Ohio

• Tutored students in various computer languages offered at W.S.C.C.

Confidential, Marietta, Ohio

Student Internship

Responsibilities:

• Responsible for daily maintenance of computer labs at WSCC.
• Assisted students with any computer use questions.