IT Technician

PROFESSIONAL SUMMARY
Having several years of experience in electronics, computer automation, telephony, computer technical support, policy design and procedures for desktops including deployments, working the Help Desk and training, plus, creating desktop and laptop images to maintain a standard. Administrator of networks and backups. Serviced customers face to face and on the phone including Corporate Executives and Doctors.

CLEARANCES
DoD (Department of Defense) IT Class I (ADP 1) (Not Active to Date)
DoD Secret (Not Active to Date)

PROFESSIONAL INFORMATION TECHNOLOGY
Robert Half Technology (Contracted to Calhoun County)
Title Desktop Support Technician•••••August••••• February•••••
•••••
DUTIES AND RESPONSIBILITIES

Application support over phone / remote control and on-site
o MS Office, GroupWise, Lotus, AS/•••••, Several special crime apps, Novell Zenworks
Onsite / In-shop hardware repair
Account Administration. Novell / IBM
Maintain IT lab
Inventory and maintain replacement parts
Create images for fast reloads using Ghost and Zenworks
Help Desk, first point of contact for IT related opportunities
Call tracking - Web-based

Metro Health Hospital
Title IT Resolution Analyst •••••May••••• April. •••••

DUTIES AND RESPONSIBILITIES•••••

Application support over phone / remote control and on-site
o MS Office, WordPerfect Suite, Zenworks
o Client Sever Application: EPIC, Midas, Misys, ClinStar, Remote access, Ghost Templates, GroupWise, Team Head Quarters call tracking, Altiris, VMware, Onbase, Physician Portal. MRS, Datastream, Cisco Voice over IP, API Report Xpress. API Active Staffer, eVideon, Phillips iSite. PHS and PMM.
Onsite / In-shop hardware repair
Converted Terminal Server printers (Intermec) to Zebra IP printers, provided documentation of process.
Documentation of process change / Install instructions
Reload / Refresh workstations using Zenworks and Ghost.
Account Administration - Novell, MS Active directory, Unix
Assest Management with Symantecs Altiris
Done network patch connections for workstations and printers in the communication switch rooms (Cisco smart switches)
Help design Role Profiles per department needs (What applications and access a job profile would get) this streamlined the setup of a new employee and a change in employees job.
Trouble shoot down the the root and then call technician that had rights to fix the problem.
Maintain user and manager satisfaction at all times
Help Desk, first point of contact for IT related opportunities
Call tracking (Team Headquaters) - Web-based

Borgess Medical Center
Title - Desktop Support •••••February••••• - April. •••••

DUTIES AND RESPONSIBILITIES

Application support over phone / remote control and deskside
o MS Office, Lotus Notes, IE. KeaTerm, AutoCad, Autodesk, Apple OS, Dameware.
o Client Server Applications:Infusion, Citrix Cerner, Dolby dictation, Apple OS,.
Call tracking (USD) - Web-based.
Assest Management with Hyena Management software.
Setup PDAs to synch with Lotus Notes Groupwise.
Create desktop Ghost templates.
Maintain user and manager satisfaction at all times.
Account Administration Novell, VAX (Unix)

NCI INFORMATION SYSTEMS, INC.
Title End User Computing (EUC) Team Lead October. ••••• November•••••
DUTIES AND RESPONSIBILITIES
Supervise Desktop team of ••••• members.
Manage daily SMS ••••• deployments. (Created standards)
Manage team to deploy SMS ••••• to a global enterprise environment
o Under budget, ••••• year project
Application support over phone / remote control and deskside
o MS Office, Outlook, Adobe products, PC Anywhere, SharePoint, Government special applications.
Call tracking (Vantage)
Level III desktop support
Account Administration Novell, MS Active Directory, Unix
Develop team training plan and perform the training
Generate reports for management
Maintained desktop standards
Documentation
Create install applications with WinBatch, SMS Installer & Wise installer for desktops
Create images using Ghost for desktop and laptop while maintaining standard change control
Aided in plan to upgrade the global enterprise to MS ••••• OS.







Getronics (Contracted to Kellogg Company)
Title - North American Template Architect October••••• October•••••

Desktop Technical Operation Group. Work on a team of four designing and testing Windows ••••• OS with all known applications. Created a self-healing template with core applications. Write install packages with Microsofts SMS ••••• software.
Aid in the development of documentation standards for Kellogg North America.
Aid in the development of hardware and software standards for Kellogg North Americas workstations.
Designed tech refresh for ••••• plus remote sales force laptop to Windows •••••
Created installation packages along with several quarterly updates on CDs for remote sales force
Desktop ••••• Project. Project leader for rolling out •••••bit operating system to the Kellogg Company in North America (Microsoft Windows NT ••••• and Windows •••••). A team of different contracting firms was assembled and tackled developing policies and procedures while fixing existing architectural problems.
Developed a Y2K test matrix for Kellogg Companys workstations and software. Help develop remediation plans to insure future Y2K compliance. Tested core desktop template for Y2K compliance.
Lead a team of •••••bit specialist called Support Liaisons. Created department templates which reduced the number of applications realizing cost savings of support and the reduction in license issues. This team also tested applications for Y2K compliance.
Tested viewers for coexistence of •••••bit and •••••bit workstations.
o Created install application and distributed via SMS
Maintain desktop testing lab for application distribution
Maintained Management reports
Write SMS installation packages and Wise MSI installation packages, also used WinBatch. Worked on a team to create new Windows ••••• compatible application packages.
Designed and implemented remote •••••bit rollout to a new Kellogg Company Executive office in Houston. This involved, setting up an NT ••••• server with automated tape backup system while creating a new desktop templates using Ghost.
Account administration in a multi-platform environment.
Application support over phone / remote control and deskside
o MS DOS, Windows, Apple OS and Apps, VAX apps, Several company special apps, MS Office, WordPerfect and Lotus products.
Created a Security Task Force team for Microsoft Windows NT ••••• environment. Encouraged policies, procedures, standards and implementation plans.
LAN Support from ••••• ••••• Team leader of eight members to support over ••••• Novell •••••x and •••••x servers.
Account Administration Novell, MS Active Directory, VAX, Unix and IBM Mainframe
Owned a high profile executive O/S2 server called NewsEdge. Documented all connections and performed administration functions. This server provided a way for all news wires to enter the Kellogg Companys WAN.
Responsible for all of Kellogg Companys Novell backups. Took care of 9 Exabyte tape backup units ranging from a •••••I model to ••••• Autoloader. Maintained backup logs and repaired any damaged software and hardware.
Worked on a Print Task Force to aid in the reduction of support calls. This involved getting all print function groups together and creating documentation of respectful areas.
Created a central repository for documentation for software and hardware fixes

ComputerLand of Las Cruces (New Mexico)
Title Service Manager September••••• July•••••
Started Service Department from Scratch

Repaired all computer equipment, a lined floppy drives heads, circuit board repair
Install / Repair computer equipment and software at customer sites
Install LANs which included design, implementation, install all cables and hubs, installed Novell servers
Configure and administer several Novell Networks for customers connections, groups, security and LAN applications
Train customers onsite
Created a Service Department Business Plan
Maintained parts inventory
Designed and sold customized service contracts
Maintained Test Lab
Included documentation and test metrics
Customer Relations
Help Desk Operations Support
Created policies and procedures for service department
Sales