Help Desk

Confidential Resume of Jack A. Hines 5943 Colchester Dr. * Hermitage, Tennessee 37076 * 615.833.6914 * 615.870.8660 * [email protected] PROFILE NETWORK ADMINISTRATION * HELP DESK Analysis * Strategic Planning * Network Design * Installation * Maintenance * Eq uipment Repair * Software Upgrades * Back-Up * Disaster Recovery * User Support * Project Management * Budgets * Purchasing * Customer Relations * SAS 70 Audit Standard * Process Improvement * Team Player DYNAMIC, RESOURCEFUL AND QUICK-LEARNING INFORMATION TECHNOLOGY PROFESSIONAL WITH 14 YEARS OF EXPERIENCE. ASTUTE ANALYST, CRITICAL THINKER AND CREATIVE PROBLEM S OLVER. PERSONABLE, ARTICULATE AND PERSUASIVE; CLEARLY INTERPRET TECHNICAL CONCEP TS FOR BUSINESS USERS. SUPERB ORGANIZATIONAL MANAGER; LED PROJECTS WITH ENTERPRI SE-WIDE SCOPE. CULTIVATED POSITIVE INTERNAL AND EXTERNAL CUSTOMER RELATIONSHIPS. BOOSTED SYSTEM EFFICIENCIES TO MEET BUSINESS DEMAND AND SAVED THOUSANDS IN EQUI PMENT COSTS. PROFESSIONAL EXPERIENCE RR DONNELLEY AND SONS (10/1995 - 01/2009) * I delivered energy, insight, technical expertise, and leadership critical for strategic technology planning, project management and service operations for sy stems and local network. Advised business managers and provided responsive supp ort to the Antioch plant. I took direct initiatives to optimize infrastructure s tability, availability, security, error and cost reduction on corporate windows servers. I was responsible to enact management practices that minimized critical systems downtime; enabled record high productivity in order processing systems, resolved complex issues, which all promoted customer satisfaction and business growth. A great team player that helped lead projects, planning, policy and doc umentation and has over 13 years of Networking and Help Desk experience. Network Administrator - Help Desk Administrator - RR Donnelley and Sons (10/1995 - 01/2009) * Built, maintained, and supported the Antioch plants servers and 250 user PCs a nd laptops. Responsible for all help desk problems concerning user and client p c, printers, wireless, software and hardware. 24 X 7 365 days plant. Windows 20 00, 2003, 2008, XP, Vista, Windows 7. * Saved company thousands of dollars by implementing cost saving measures during corporate expansion of servers, network, and PCs. * Extensive work and communication with upper management. * Extensive Help Desk Support. * Server and network configuration and troubleshooting. (TCP/IP, DNS, WINS, NICs , VPN, etc.) * Implemented the corporate virus protection for desktops and laptops. * Implemented, updated, and maintained specialized PC software used for company production to assure maximum uptime. * Rendered quick response to employee problems with PCs, peripherals and softwar e and assisted clients with website issues, via phone support. Excellent writte n and verbal communication skills. * Backup hardware and software experience. Maintain all backups and restores. * Help desk ticketing experience. * Was responsible for all maintenance and repair of all hardware and software. * Remote desktop and server support and imaging, (Radmin, Norton Ghost, etc). * Extensive phone support to users and financial clients of our company.

* Certificate as a "Dell Certified Systems Expert" Help Desk Analyst - 2nd Tier - American General Life and Accident (03/2010 -) Co ntract * Team member that was responsible for extensive 2nd Tier Help Desk Support for home office of about 800 employees. * Used Remedy Action Request Ticketing System. * Rendered quick response to employee problems with PCs, laptops, peripherals, h ardware and software. * Imaging Laptop and Desktops as well as configuring. * Remote experience with Dameware as well as Norton Ghost imaging. * Responsible to help resolve all laser printer problems.

Held prior position in Sales, Marketing and Management with: HF Company - Nashville, Tennessee * World Wide Coin - Chattanooga, Tennessee EDUCATION LEARNING CREDENTIALS BACHELOR OF SCIENCE University of Tennessee, Chattanooga, Tennessee DIPLOMA IN COMPUTER INFORMATION SYSTEMS * GPA 3.95 Nashville State Community College, Nashville, Tennessee Additional courses, seminars and workshops include: Global knowledge Technology trainings TECHNICAL EXPERIENCE Software: Lotus Notes, Arcserve server backup, Symantec Anti-Virus, PC Anywhere, Microsoft Office, Citrix and HP Open view, RAdmin (remote software) , Active D irectory, HP Help Desk software, HP Insight manager, Outlook, Internet, Net meet ing, Ghost, McAfee Anti-Virus Operating Systems: DOS, Novell, MS Windows NT 4.0, Windows 2000, Windows 2003, W indows 2008, Windows XP, Windows Vista, Windows 7 Networking: LAN/WAN, TCP/IP, Ethernet, VPN, DHCP

PERSONAL Willing to perform work-related travel and well as part time

REFERENCES AND FURTHER DATA PROVIDED UPON ESTABLISHMENT OF MUTUAL INTEREST