Desktop Support/PC Technician

Published on May 2016 | Categories: Documents | Downloads: 52 | Comments: 0 | Views: 300
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Desktop Support/PC Technician with 21 years experience looking for a Administrative Support position.

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Resume of Rick D. Merrill Rick D. Merrill Lakewood, Colorado Cell Phone: (720) 202-9289 Personal Email: [email protected] Operating Systems: IBM OS/390, Z/OS, Novell 3.11, Windows 9.x, 95/98/2000,XP, Vi sta and Windows 7, DOS, JES2, UNIX, Linux. Hardware Devices/Tools: Cable Testers, crimping tools, line testers, BNC, Plenu m cabling, Ethernet, flash-drives/thumb-drives, external hard drives, DVD/CD dri ves, Motherboard jumper configurations, CPU processor/cooling station handling, NICas, memory installation, power-supply replacement, printer/scanners, modems, monitors, desktop and laptop PCas. Software Applications: Active Directory 5.2, AD Tools, Acrobat, Adobe, Advocent, Avaya, AIX, AAD (Active Alert Display), ATL, Blackberry (BES), Dbase I, II & II I, Exchange version 7, HEAT, HMC, IOA products (ControlT, ControlO, ControlM), I M, GroupWise, Lotus 1-2-3, Lotus Notes, McAfee, Microsoft Office2010,Microsoft A ccess, Microsoft Word, Microsoft Outlook 2003-2007, MVS, Norton Utilities, Nove ll Client, Pathway FM, PEM (Patrol Explorer Monitor), Postal Soft, QARI, QuickSc an, Remedy, Remote Assistance, TeamTrack, TapeTrackLite, Tivoli Storage Manager, TSO, VTAM, VPS, VPN, WordPerfect Programming: Basic Plus, Virtual Basic, QBasic and some JCL Certifications: LAN Administration Certificate - Red Rocks Community College CompTIA A+ (2009 Edition) Certified a" Prometric Authorzied Training Center CompTIA Network + (2009 Edition) Certified - Prometric Authorzied Training Cente r CompTIA Security+ (2008 Edition) Certified - Prometric Authorzied Training Cente r Professional Experience: 07/10 - 08/10, Desktop Support (temporary fill-in position), Partners in IT Inc. , Fort Collins, CO Monitoring Desktop Support queues Providing Lotus Notes 6.5 email support Assisting users with desktop/laptop Windows XP/7 environments PC imaging and workstation setup Blackberry Phone setup/activation support Running daily/weekly LAN backups 03/09/2009 - 04/30/2010, Help Desk Specialist, Science Applications Internationa l Corporation, Broomfield, CO Supporting Tier I & II IT Help Desk calls Practice first-call resolution practices in a high-volume call center Utilization of Remedy Ticketing System for call logging/ticket creation and MS O utlook Client for email Follow strong company guidelines for ticket creation and client policies Use of Active Directory 5.2 and QARI to perform user account management work req uirements Blackberry Phone activation support, network printers troubleshooting and local/ remote application support Internet Explorer connection troubleshooting with TCP/IP for servers, client wor kstations and peripherals Assisted end-users with VPN connection issues and Windows based OS support for l aptops and desktops

09/07 - 07/08, Computer Technician (10 month contract with no possible extension ), Convergenz, LLC, Denver, CO Manage Tivoli 3584 and IBM 3494 ATL Tape Library backups, inventory with TSM/TSO Scan 3592/LTO tapes with QuickScan and TapeTrackLite applications Loading server tape libraries and scheduling offsite storage pickups/returns Perform the daily, weekly, monthly and annual media rotations for backup process es Troubleshooting server errors and updating Administration teams on current statu s Sending email with Outlook Express and monitoring request inbox for priority iss ues 12/89 - 06/07, Department of Interior (direct-client) (Continuous contractor through multiple agencies below) 04/06 - 06/07, Computer Operator Lead 01/03 - 03/06, Computer Operator Lead 12/00 - 12/02, Computer Operator Lead Shift lead for team of 4-5 Computer operators Monitoring IBM Mainframe production systems, running daily backups, handling dat abase/application cycles Utilized job scheduling applications; ControlM, MVS, TSO Perform connectivity checks for network and systems database availability with V TAM and TCP/IP technologies Performing Linux OS backups and reporting system errors for escalation requireme nts Monitored IDS (Intrusion Detection Systems) and reported malware/adware Monitored Blackberry/Domino Email server alerts Use of Microsoft Access, HEAT and Remedy for call logging ticket creation IPL/DRAIN experience of mainframe host systems utilizing HMC software Administrative support for user login accounts , troubleshooting desktop PCas co nnections to host systems and network printer connection issues, assisted users with software functional queries, new user requests procedures, filing, and the updating of departmental procedures 07/96 - 11/00, Senior Computer Operator/Lead Computer Operator Began as Printer Xerox 4390 operator, printing large-scale for company-wide dist ribution Was then promoted to work as a Master Console Operator monitoring IBM Mainframe production systems Verified ControlM daily/full volume backups, performing mainframe database cycle s and escalating system severity alerts if required Used MVS, VTAM, TSO and TCP/IP to assist with system verification of availabilit y; also used in device management for starting/stopping printer used with VPC In 1998 I was promoted to Lead Computer Operator and began learning a higher-lev el of Service Center procedures and priorities

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