Red Hat (Raleigh, NC)Windows Desktop AdministratorJanuary, 2011 - Present
Design, document, implement and support Active Directory joined Windows 7 Corporate Standard Build.- Designed and tested Windows 7 desktop to meet the needs of internal users with requirements for Windows only tools.
- Implemented and maintained Windows 7 desktops using Windows Deployment Toolkit.
- Managed and supported tertiary software for Windows 7 deployment (Anti-virus solution, folder redirection, etc.).
- Composed support documentation pertaining to Red Hat’s Windows 7 Corporate Standard Build for end users and support personnel.
- Provided escalation support for systems where existing documentation did not cover circumstances.
- Provided technical training and mentoring for internal Service Desk personnel.
Red Hat (Raleigh, NC) Contracted through TekSystemsDesktop SupportOctober, 2010 - January, 2011
Support of internal employees, both local and remote, on desktop and laptop hardware and associated peripheral devices.- Provided technical support and guidance to users users on Red Hat Linux 5, Red Hat Linux 6, Mac OS X, Windows XP and Windows 7 desktop systems.
- Installed, configured and troubleshot end-user workstations and related hardware and software.
- Assisted in pushing updates to RHEL desktops remotely.
- Troubleshot and resolvde issues with RHEL desktops not backing up as expected.
- Received and responded to incoming calls and remedy tickets.
- Documented instances of desktop equipment or component failure, repair, installation, and removal.
- Supported VMWare player on RHEL systems running Windows guest operating systems.
DocSite (Raleigh, NC)Desktop AdministratorFebruary, 2010 - October 2010
Desktop
administration and junior level administration in a 99% Microsoft
environment. Provided support to local and remote users for desktop,
phone and terminal services.- Performed on-site and
remote analysis, diagnosis, and resolution of complex desktop problems
for end-users, and recommended and implemented corrective/creative
solutions, including off-site repair for remote users as needed. Windows
XP, Windows Vista, Windows 7, and Mac OS X Platforms.
- Installed, configured, tested, maintained, and troubleshot end-user workstations and related hardware and software.
- Assessed the need for and implement performance upgrades to PC boxes.
- Received and responded to incoming calls, pages, and/or e-mails regarding desktop problems.
- Ensured that physical desktop connections are in proper working order.
- Developed and maintained an inventory of all computer related components, equipment, and software.
- Documented instances of desktop equipment or component failure, repair, installation, and removal.
- Ensured
that daily backup tape rotation was completed, and backup hardware and
software were on track for successful completion during automated
overnight process.
- Liaised with third-party support and PC equipment vendors.
- Conducted
research on desktop products in support of PC procurement and
development efforts. Evaluated and recommended products for purchase.
- Assisted in the day-to-day operations of the company’s LAN and WAN, as well as other infrastructure components.
- Provided technical support and guidance to users.
- Created and maintained user accounts.
- Managed company's Fonality VoIP solutions. IVR menus, dial plans, call routing, and phone extensions/queues.
- Documented
and automated desktop configurations using custom WIM images,
unattended Windows installation media, VBS and batch files.
iContact (Durham, NC)Junior Systems EngineerOctober, 2008 – November, 2009 Desktop support of Macintosh, Microsoft and Ubuntu Linux desktops and laptops. Administration of Debian / Ubuntu Linux and Microsoft systems in company's on site and remote data centers. - Performed user account creation, deletion, and configuration.
- Installed and assisted in maintenance of internal servers, networking equipment, and other supporting hardware.
- Analyzed system logs to identify potential issues, and respond to system reported problems.
- Provided technical assistance and support to development team and other users on various desktop platforms (Windows Vista, Windows XP, Mac OS X, Ubuntu Linux).
- Responsible for documenting system hardware and software configurations.
- Compose documentation on company knowledge base to provide all company employees with procedures and documentation for common questions and problems.
Hewlett-Packard (Cary, NC) (formerly Opsware Inc.)Technical Solutions Consultant for Datacenter Automation Software Level 1 Customer Support Level 2 Customer SupportDecember, 2006 – October, 2008 Provide application support to Systems Administrators, Network Administrators and internal Sales Engineers for Opsware Server and Network Automation Software (SAS and NAS, now known as HPSA and HPNA). All work performed was documented and tracked in a proprietary ticketing system and later via Salesforce portal. - New Level 1 position created to alleviate existing workload. Helped to create more availability for senior resources by providing initial customer contact point and requesting common troubleshooting information.
- Review log files received from customer to determine reason for unexpected software behaviors and provide help in identifying and isolating server hardware and OS configurations causing adverse effects on Automation Software.
- Assist customer in configuring automation software to meet their individual needs and provide knowledge to customers calling in with questions regarding the operation and expected behaviors of the software.
- Document troubleshooting and application specific information in newly implemented Knowledge Repository.
- Responsible for maintaining Knowledge Repository server and software solution, and user access to the software.
- Linux Desktop environment and rudimentary *nix assistance to customers relied heavily on existing *nix knowledge.
- Work with customers to document and bring Software Enhancement Requests to the attention of engineering team.
- Work with engineering team to reproduce and document software defects and provide customer with workarounds.
Innovations Group (Durham, NC)IBM Point of Sale Support for USPS Tier 2 / Trainer Tier 3 Tech Lead “Night of Install” Team lead Tier 4 / Software SupportFebruary, 2001 – August, 2006 Vendor operated help desk that remotely administered client hardware and software. Part of three-person Tier 4 team that supported both field customers and local Tier 2 / 3 agents. Troubleshot hardware malfunctions, software malfunctions, diagnosed data problems and network connectivity issues. - Coordinated installation of new facilities or remotely converted existing systems to new network infrastructure.
- Performed remote verification of WAN, LAN, Data conversion and Domain access at the time of installation / conversion.
- Created accurate, working Knowledge Base documents for use by Tier 2 / 3.
- Updated existing documentation based on feedback from Tier 2 / 3 agents, and quality checks of work performed at those levels.
- Formulated, requested and remotely implemented site data corrections, on a case-by-case basis, for financial discrepancies caused by software malfunctions.
- Root cause determination for software and hardware problems.
- Worked directly with development team to isolate and document software defects.
- Gathered and analyzed data for problematic facilities and recommend viable, long term solutions directly to United States Postal Service Program Office.
- Developed and streamlined new and existing tool set to reduce call length and time required for root cause determination.
- Assisted development team in creating scripts to isolate software problems and implement defect corrections.
|
|