Skill Summary

Hardware

Installation, Maintenance, Configuration, End user Support/Training, & Troubleshooting:

• NETWORK: LAN, WAN, SAN, TCP/IP, WIFI, VPN, FTP, HTTP,  IPX/SPX, ISDN, PPTP, DNS, DHCP, POP3, IMAP, SMTP, Telnet
• MICROSOFT: Network printers, servers, user NT/Exchange accounts, Active Directory, domain controllers, and users PCs
• HARDWARE: Hubs, switches, routers, firewalls, drive arrays, repeaters, NIC, CAT 5&6 cables, server racks, UPS battery backup systems, Handheld devices (iPhone, Blackberry, Droid, Palm, MS Pocket PC,), etc.

Software

End User Support, Training, Troubleshooting, Installation, Maintenance, & Configuration:

• Standard desktop: All MS office products (Heavy Word, Outlook, & Excel), Adobe Products (Photoshop, Illustrator, Adobe Professional), Document Management (FileSite, Worksite, MailSite, Hummingbird), Internet/Firefox Explorers, Corel (Word Perfect office Suites), etc.
• Network based: Outlook web access, Citrix (Program Neighborhood Agent, Xen Desktop), Summation, Concordance, Cisco (IP Communicator, VPN Client, Desktop Agent), etc., Avaya
• Miscellaneous: Microsoft (FrontPage, Money, Visual Studio, Works, Visio, Access, Messenger), Adobe (Flash, Dreamweaver, Fireworks), Corel Draw, Sanction, Sage CarpeDiem (CD Entry, CD Tracker, CDWeb), Summation (iBlaze, Enterprise), LexisNexis, Westlaw, Intuit (Quicken, QuickBooks), Real Legal (E-transcript Manager/viewer), etc.

Interpersonal skills

• Perceptual, interactional, invitational, feelers, conflict resolution, listening, etc.

Professional Experience

Technical Support Analyst | March 2008 – September 2011

• Provided front line user support related to all services and systems supported by the IS Department in person, remotely, via e-mail or telephone
• Responsible for various IT projects and on site server and phone system maintenance
• Log, diagnose, troubleshoot and resolve problems of supported software, and hardware including server and network issues and remote access issues
• Installed, configured, maintained all PDA’s, computers, telephones, peripherals, and misc. equipment
• Responsible for workstation builds/rebuilds, remote access set-up, basic server maintenance and other related jobs as needed.
• Coordinate with Application teams the routine distribution, installation and upgrades of applications as needed
• Processed equipment and other requests such as CD burns/label creation
• Worked with the IS Training dept., to evaluate coordinate, and conduct local training needs
• Set up, connect, and test AV equipment needed for internal and external presentations, meetings, classes, mediations, arbitrations, and trials

Senior Technical Support Analyst | July 2005 – March 2008

• Primary function: Inbound call/email technical support of end users with all software, hardware issues
• Blackberry handheld\software support (6280, 7280, 7290, 7100, 8700, 8100, 8800, Curve)
• Software and Hardware support (trouble shooting, training, upgrades, installs, removals)
• Imaging of PCs as needed / Image creation
• Created and maintained support tickets for each user issue using Track-It! Software
• Setup audio/video conferences, meetings, and classes
• Created documentation on Video conference procedures and troubleshooting, and trained peers.
• Processed equipment and other requests such as CD burns/label creation
• Called in service requests for advanced printer issues
• Primary Summation support provider
• Primary Spyware/Security/Email scam support provider
• Primary Codian MCU 4203 Video Conference Appliance support provider
• Dealt with advanced imaging issues involving PDFs, JPEGs, Photoshop files and other image types
• From 8/01/05 to 3/29/06 I closed 2,293 tickets out of 6,051 for a total of 37.9% of closed tickets out of four technicians
• Cisco VOIP Phone support

Network Administrator | October 2003 – February 2005

• Manage, maintenance, support, and implementation of everything related to IT and all IT related tasks
• Implemented and  maintained 200GB/400GB Tape backup drive – To ensure room for company growth
• Implemented, maintained, and supported Summation network database, clients, administration
• Implemented, maintained, and supported $7k Blackberry server system with ten users that provided wireless access to corporate email, calendar, and contacts for our users
• Inventory System – Created, and maintained an inventory system that tracked all elements of the IT department such as supplies, software, purchases, leases, warranty’s, and user information
• Server implementation – separated Exchange server from Antivirus server to reduce the Exchange server load and improve performance
• Backup power system for all servers – installed APC backup system to keep servers up in case of power failure
• Implemented, maintained, and supported Sonicwall VPN/Firewall to help combat outside attacks and provide remote users with VPN access to the internal network; Installed a separate firewall at Oklahoma office as a direct VPN tunnel to the Dallas office
• Spam Solution – installed Symantec Mail Security for Exchange and configured the built in Spam filter that successfully captured approximately 70,000 pieces of spam a day, cutting 90% of our overall daily mail intake
• Paperless Solution – Implemented scanning system that consisted of a custom spec PC, high speed color scanner, and server/work station software. The system enabled us to scan in all of our documents to electronic format; eliminating excess paper, cutting storage space, and providing text search capability in programs such as Summation

Web/Graphic Designer – Technical Consultant | May 1999 – Present

• Created both Flash/HTML/Wordpress/CMS based websites for clients
• Designed all visual elements of web sites, such as homepage graphics, templates, and logo
• Created storyboards of Flash intros and Demos depending upon the scope of the project
• Handled everything from concept to completion of all websites
• Corporate identity/logo design
• Miscellaneous computer technical services (Tech support, networking, etc.)
• Print layout/design of materials such as presentations, promotional literature, web banners, logos, and business cards

IT Administrator | Aug 1998 – Aug 2002

• Provided support for users home PC’s
• Maintained a Windows NT and 2000 servers, 100+ workstations and 100+ users
• Recommended and purchased computer hardware and software
• Maintained (modified and updated) corporate Intranet and Internet sites
• Administered and maintained Microsoft Exchange Server and user accounts
• Logged all tasks performed to be referenced by myself or co-workers if needed
• Responsible for all corporate Audio/Visual needs
• Repaired, maintained and supported company PC’s, workstations and servers
• Provided end user application software and operating system software support
• Maintained network security levels, addressed server security issues and applied appropriate security patches and upgrades
• Maintained computer hardware and software inventory, purchased software licensing and tracked licensing compliance throughout the organization
• Maintenance of corporate LAN consisting of servers, client workstations, laptops, printers and multimedia equipment
• Maintained system tape backups and performed system file restoration using Veritas Backup Exec software