Experience

3NINES TECHNOLOGIES, INC.

• United States
• Computer and Network Security
• 1 - 100 Employee

• Network Engineer

  • Dec 2016 - Present

  Break/fix and proactive server and network support for all 3Nines clients and escalations for service desk support. Environments included Server 2003 to Server 2016 physical and Hyper-V setups as well as SBS 2008/2011, on premise and hosted email solutions, spam filters, and many line-of-business applications. Tools used included Bomgar, ConnectWise, N-able, and ITGlue. Common backups included Windows Server Backup and Datto. Break/fix and proactive server and network support for all 3Nines clients and escalations for service desk support. Environments included Server 2003 to Server 2016 physical and Hyper-V setups as well as SBS 2008/2011, on premise and hosted email solutions, spam filters, and many line-of-business applications. Tools used included Bomgar, ConnectWise, N-able, and ITGlue. Common backups included Windows Server Backup and Datto.



Digestive Disease Specialists

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• System and Network Administrator

  • Feb 2016 - Dec 2016

  I/T Administrator. Handles all I/T needs from user support, up to and including servers and networks. Platforms include VMWare, SAN, hosted email, Dell EMC I/T Administrator. Handles all I/T needs from user support, up to and including servers and networks. Platforms include VMWare, SAN, hosted email, Dell EMC



SSI Technologies

• United States
• IT Services and IT Consulting

• I/T

  • Jul 2012 - Dec 2015

  I/T Administrator. Handles all I/T needs from user support, up to and including servers and networks. Microsoft and Mac environment. Platforms include VMWare, Veeam Backups, Exchange, Sage Accpac, and Misys Manufacturing. I/T Administrator. Handles all I/T needs from user support, up to and including servers and networks. Microsoft and Mac environment. Platforms include VMWare, Veeam Backups, Exchange, Sage Accpac, and Misys Manufacturing.



Rose International

• United States
• Staffing and Recruiting
• 700 & Above Employee

• IT Staff

  • Apr 2009 - Sep 2011

  Contract support to supplement the Full Time Employee (FTE) staff for all IT needs.

• IT Staff

  • Apr 2009 - Sep 2011

  staff in all IT needsHardwareDell and HP serversDell PCsHP, Dell, Zebra PrintersLantronixSoftwareMicrosoft Server operating systems, including Server 2003 and Server 2008Microsoft client operating systems including XP and Windows 7VistA medical records softwareAccu-CareAssetwinTrack-IT! administrationMicrosoft OfficeMDSEase



Dell

• IT Services and IT Consulting
• 1 - 100 Employee

• Complex Systems Technical Support Team Lead

  • Jun 2006 - Mar 2009

  Complex Systems Enterprise Support Senior Analyst,Team Lead •Provide advanced technical support to senior L1 technicians to include complex hardware issues, server management applications, and server operating systems at all warranty levels•Provide individual coaching for my team to develop technical and soft skills and assist with career development for L1 technicians•Responsible for most decisions when Dell will provide exceptions to warranty service or service upgrades•Serve as call escalations when the situation requires•Help develop and provide training to new hires and existing technicians•Help create and revise policies along with driving new initiatives to the L1 technicians•Assist manager with daily reporting for team of 15+ L1 technicians•Assist management team with interviewing process for both internal and external candidates•Participate in cross-site conference calls for identifying emerging issues and Monthly Dispatch Rate (MDR) drivers•Attended three day 10G Blade training•Attended three day Server 2008 training•Attended three day Sharepoint class taught onsite by Microsoft•Developed and maintained team sharepoint site for use by team of 60+ technicians•Deliver monthly Operations Review presentation once per quarter to the area manager Show less

• Systems Enterprise Support Senior Analyst,Team Lead

  • Jun 2006 - Mar 2009

  Provide advanced technical support to senior L1 technicians to include complex hardware issues, server management applications, and server operating systems at all warranty levelsProvide individual coaching for my team to develop technical and soft skills and assist with career development for L1 techniciansResponsible for most decisions when Dell will provide exceptions to warranty service or service upgradesServe as call escalations when the situation requiresHelp develop and provide training to new hires and existing techniciansHelp create and revise policies along with driving new initiatives to the L1 techniciansAssist manager with daily reporting for team of 15+ L1 techniciansAssist management team with interviewing process for both internal and external candidatesParticipate in cross-site conference calls for identifying emerging issues and Monthly Dispatch Rate (MDR) driversAttended three day 10G Blade trainingAttended three day Server 2008 trainingDeveloped and maintained team sharepoint site for use by team of 60+ techniciansDeliver monthly Operations Review presentation once per quarter to the area manager Show less

• L1 Server Support Technician

  • Mar 2006 - Jun 2006

  L1 Server Support Technician•Provide technical support for Dell Power Edge servers to include software and hardware troubleshooting, under stringent deadlines in a fast-paced and high stress environment.•Troubleshoot server and sub-component failures.•Handle customer service issues.•Track issues through a full life cycle from initial call through resolution•Promoted to Team Lead after three months as an L1 Server Support Technician

• L1 Server Support Technician

  • Mar 2006 - Jun 2006

  Provide technical support for Dell PowerEdge servers to include software and hardware troubleshooting, under stringent deadlines in a fast-paced and high stress environment.Troubleshoot server and component failures.Track cases that were not resolved on initial contact and ensure final resolution using case managementMember of the OKC Vitality Training team providing ongoing training to the rest of my peers, specialized in raid training and no post/no videoPromoted to Team Lead after three months as an L1 Server Support Technician Show less



Hertz

• United States
• Travel Arrangements
• 700 & Above Employee

• Helpdesk Analyst

  • Jun 2000 - Mar 2006

  MIS Helpdesk Agent•Internal helpdesk agent supporting all Hertz systems worldwide•Multiplexer and router network support and problem diagnosis for dumb terminals and PCs using HP3000 and HP9000•Wireless systems support and problem diagnosis, both short range and cellular•Support and problem diagnosis for dial in networking via PAL/PACKET and Hertz VPN with Blackice Client Firewall software•Light internet and intranet support and problem diagnosis as the first point of contact•Mainframe access support and problem diagnosis on IBM, HP, AS400, Unix and Tandem systems•Hardware dispatching for IBM and HP products as well as other vendors•Software support for Microsoft Office products, internal applications and Windows 95-98, NT, 2000 and XP•Support and problem diagnosis for Lotus Notes/Sametime Client Software (ver. 4.6, 5.0 and 6.5)•Assisted in creating and testing problem determination guides for Helpdesk use•Ticket tracking using Tivoli Expert Adviser and Unicenter Service Plus Help•Paged second level support for high severity issues and effectively communicated/distributed problems that went beyond the helpdesk scope•Voicemailed high severity issues for executive notification of problem tracking/resolution•Often worked with no on-site supervision•Consistently worked with an average call handling time of 4:30 or less, an average first call fix rate of 84% or more and an average of 685 calls per month Show less

• MIS Helpdesk Agent

  • Jan 2000 - Jan 2006

  Internal helpdesk agent supporting all Hertz systems worldwideMultiplexor and router network support and problem diagnosis for dumb terminals and PCs using HP3000 and HP9000Wireless systems support and problem diagnosis, both short range and cellularSupport and problem diagnosis for dial in networking via PAL/PACKET and Hertz VPN with Blackice Client Firewall softwareLight internet and intranet support and problem diagnosis as the first point of contactMainframe access support and problem diagnosis on IBM, HP, AS400, Unix and Tandem systemsHardware dispatching for IBM and HP products as well as other vendorsSoftware support for Microsoft Office products, internal applications and Windows 95-98, NT, 2000 and XPSupport and problem diagnosis for Lotus Notes/Sametime Client Software (ver. 4.6, 5.0 and 6.5); Assisted in creating and testing problem determination guides for Helpdesk useTicket tracking using Tivoli Expert Adviser and Unicenter Service Plus HelpPaged second level support for high severity issues and effectively communicated/distributed problems that went beyond the helpdesk scopeVoicemailed high severity issues for executive notification of problem tracking/resolutionOften worked with no on-site supervisionConsistently worked with an average call handling time of 4:30 or less, an average first call fix rate of 84% or more and an average of 685 calls per month Show less