Spike99
System Analyst
- Richmond,
- Virginia,
- United States of America
Member Since: 2000/06/27
Industry: Computer & IT
Tech Certifications:
On-Site Support Technician at McGuireWoods LLP
More bio
Activity
Professional Background
IT Service Desk Analyst
McGuireWoods, LLP
September 2015 – Present
Richmond, VA
• Provided telephone and remote support for PC and smartphone users in a large, international law firm
• Provided 1st level support for AD accounts, network, printing, applications, Windows, Office & Citrix
• Also supported RightFax, WebEx, Cisco VPN, Cisco phones and RSA SecureID 2 factor authentication
• Supported users on Windows 7, Windows 10, Mac OS, iOS and Android OS
• Excelled at documentation, contributing several articles to the internal Knowledge Base
• Provided 1st level support for AD accounts, network, printing, applications, Windows, Office & Citrix
• Also supported RightFax, WebEx, Cisco VPN, Cisco phones and RSA SecureID 2 factor authentication
• Supported users on Windows 7, Windows 10, Mac OS, iOS and Android OS
• Excelled at documentation, contributing several articles to the internal Knowledge Base
Help Desk Technician
BrownGreer PLC
June 2014 – September 2015
Richmond, VA
• Provided remote & onsite tech support for users on smart phones, PCs, laptops and Citrix Desktop
• Troubleshot user issues via Citrix Desktop Director, including printer, user profile and Citrix issues
• Managed user accounts, distribution lists & mailboxes in Active Directory and Exchange 2010
• Thoroughly documented issues in ticket system, also documented help desk procedures for internal KB
• Imaged PCs using Ghost, also updated MS applications & Windows using System Center 2012
• Maintained PC software and hardware: installing and updating software, loading drivers
• Troubleshot user issues via Citrix Desktop Director, including printer, user profile and Citrix issues
• Managed user accounts, distribution lists & mailboxes in Active Directory and Exchange 2010
• Thoroughly documented issues in ticket system, also documented help desk procedures for internal KB
• Imaged PCs using Ghost, also updated MS applications & Windows using System Center 2012
• Maintained PC software and hardware: installing and updating software, loading drivers
Escalations Engineer
Prime Care Technologies
April 2011 – June 2014
• Advanced support for issues escalated by Level I Support for customers at long term care facilities
• Excelled at troubleshooting user profiles, applications and printing on Citrix and terminal servers
• Mentored Level 1 and other Escalations technicians on printing, user profiles and applications
• Travelled to customer sites for new site setup: PC & printer configuration & user profile migration
• Commended many times by customers for excellent customer service and troubleshooting skills
• Excelled at troubleshooting user profiles, applications and printing on Citrix and terminal servers
• Mentored Level 1 and other Escalations technicians on printing, user profiles and applications
• Travelled to customer sites for new site setup: PC & printer configuration & user profile migration
• Commended many times by customers for excellent customer service and troubleshooting skills
Escalations & Systems Engineer
CareCentric
March 2006 – April 2011
Handled 2nd and 3rd level issues escalated from Level 1 support team. Also worked as part of Systems Engineering team to manage and update printer, terminal and data base servers.
• Level II – III Escalations & Support for issues escalated by Level I Support
• Lead on setup of GPOs, DFS shares, Exchange address books, & AD OUs for new customers
• Responsible for upgrades including IHN Suite, Quickcare, & AHT on terminal & DB servers
• Restored user files & folders from backup using Backup Exec v. 11 & 12
• Migrated AD accounts, mailboxes & Group Policies to new Data Center and new Domain
• Edited Group Policy Objects and logon scripts for terminal server users
• Was part of on-call rotation & provided after hours support for 2nd – 3rd Level issues
• Mentored co-workers and Level I in troubleshooting, customer knowledge and documentation
• Excelled in resolving issues with logon scripts, user profiles, terminal server printing
• Commended by customers many times for excellent technical support & customer service
• Level II – III Escalations & Support for issues escalated by Level I Support
• Lead on setup of GPOs, DFS shares, Exchange address books, & AD OUs for new customers
• Responsible for upgrades including IHN Suite, Quickcare, & AHT on terminal & DB servers
• Restored user files & folders from backup using Backup Exec v. 11 & 12
• Migrated AD accounts, mailboxes & Group Policies to new Data Center and new Domain
• Edited Group Policy Objects and logon scripts for terminal server users
• Was part of on-call rotation & provided after hours support for 2nd – 3rd Level issues
• Mentored co-workers and Level I in troubleshooting, customer knowledge and documentation
• Excelled in resolving issues with logon scripts, user profiles, terminal server printing
• Commended by customers many times for excellent technical support & customer service
Technical Support Representative
CareCentric
February 2004 – March 2006
• Provided Level I - II technical support to users on Windows clients from across the country
• Experience managing users in Windows Server 2003, Exchange 2003, Active Directory 2003
• Created, edited & managed user Active Directory accounts & Exchange mailboxes
• Only member of Support offered retention bonus after the acquisition by Carecentric in 2006
• Troubleshot WAN hardware: printers, network connectivity, Smart phones, VPN hardware
• Educated novice users in basics of internet, Windows, Office & e-mail
• Provided remote & onsite support for PCs: installed/updated software and operating systems
• Was part of on-call Support rotation, escalating calls to 2nd & 3rd level support engineers
• Mentored other Tech Support representatives in troubleshooting & documentation
• Experience managing users in Windows Server 2003, Exchange 2003, Active Directory 2003
• Created, edited & managed user Active Directory accounts & Exchange mailboxes
• Only member of Support offered retention bonus after the acquisition by Carecentric in 2006
• Troubleshot WAN hardware: printers, network connectivity, Smart phones, VPN hardware
• Educated novice users in basics of internet, Windows, Office & e-mail
• Provided remote & onsite support for PCs: installed/updated software and operating systems
• Was part of on-call Support rotation, escalating calls to 2nd & 3rd level support engineers
• Mentored other Tech Support representatives in troubleshooting & documentation
Education
J. Sergeant Reynolds Community College
ITN-Windows Networking Certificate
Windows and VMware certification classes
2012 – 2014
The George Washington University
Bachelor of Arts (B.A.)
International Relations
1983 – 1987
Full Biography
• More than 15 years Tech Support experience at HP, BSAS, Ultrabridge, CareCentric, Prime Care, BrownGreer and McGuireWoods
• More than 5 years experience advanced 2nd and 3rd level tech support as Systems Engineer / Escalations Technician
• Over 10 years experience working in a networked Windows enterprise environment
• Strong command of user admin skills: GPOs, logon scripts, AD users, Exchange 2003, 2007 & 2010
• Skilled in installing & maintaining Windows (Windows 95 to 7 and Windows NT - 2008 Server)
• Very skilled in troubleshooting hardware: printers, scanners, personal computers and servers
• Very skilled at talking novice users through PC and server troubleshooting over the phone
• Experienced entering tickets into Clarify & other apps, following up and escalating as needed
• Excellent communication skills: written and verbal communication as well as case documentation
Languages
Spanish
Elementary Proficiency
Level Progress
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Overall17
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Printers and Scanners11
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Windows Server 20089
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Remote Access7
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Windows 77
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Microsoft Server OS6
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Windows Server 20126
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Windows Server 20036
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Active Directory5
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Windows OS4
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Powershell3
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Exchange3
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Outlook3
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Windows Networking3
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Citrix3
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Microsoft Legacy OS3
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Networking3
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Dell3
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Microsoft Word3
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Peripherals2
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Microsoft Office2
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Web Browsers2
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Windows XP2
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Windows 102
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Windows 82
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VB Script2
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Software2
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VPN2
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SBS2
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Server Software1
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Virtualization1
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Email Servers1
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Hardware1
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Network Operations1
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Operating Systems1
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Email Clients1
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Email Software1
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Microsoft Excel1
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PC1
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Storage Software1
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Desktops1
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Installation1
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Adobe Acrobat1
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Microsoft DOS1
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Networking Hardware-Other1
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Displays / Monitors1
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Microsoft Server Apps1
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Microsoft Dynamics1
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Routers1
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Internet / Email Software1
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TCP/IP1
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Windows Vista1
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VMware1
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SAP1
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Document Management1
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Server Hardware1
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Laptops Notebooks1
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Shell Scripting1
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Azure1
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Email Protocols1
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Gmail1
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Google Workspace1
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IT Administration1
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Microsoft 3651
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Microsoft Access1
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Networking Protocols1
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Novell Netware1
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OCR1
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Philosophy / Religion1
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QuickBooks1
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SCCM1
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Smartphones1
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Storage1
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Storage Hardware1
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VBA1
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Windows Server 20161
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iOS1
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iPhone1