Spike99
On-Site IT Technician
  • Richmond,
  • Virginia,
  • United States
Member Since: 2000/06/27
Industry: Computer & IT
Top Skills:
Tech Certifications:
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Sage

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Activity
Points this month3,000
Total points592,442
Questions: 6
Solutions: 424
Articles:
Videos:
Courses:
Posts:
Group Discussions: 2
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
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
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
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
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
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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
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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

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Languages
Spanish
Elementary Proficiency

Level Progress

Current: Level 17
Spike99 needs 55,558 points to level up.
LVL 18
  • Overall
    17
  • Printers and Scanners
    11
  • Windows Server 2008
    9
  • Windows 7
    7
  • Remote Access
    7
  • Microsoft Server OS
    6
  • Windows Server 2003
    6
  • Windows Server 2012
    5
  • Active Directory
    5
  • Windows OS
    4
  • Exchange
    3
  • Powershell
    3
  • Outlook
    3
  • Windows Networking
    3
  • Citrix
    3
  • Microsoft Legacy OS
    3
  • Dell
    3
  • Microsoft Word
    3
  • Peripherals
    2
  • Networking
    2
  • Web Browsers
    2
  • Microsoft Office
    2
  • Windows XP
    2
  • Windows 8
    2
  • VB Script
    2
  • Software-Other
    2
  • Windows 10
    2
  • SBS
    2
  • Server Software
    1
  • Virtualization
    1
  • Email Servers
    1
  • Hardware
    1
  • Network Operations
    1
  • VPN
    1
  • Email Clients
    1
  • Email Software
    1
  • Microsoft Excel
    1
  • PC
    1
  • Storage Software
    1
  • Desktops
    1
  • Installation
    1
  • Adobe Acrobat
    1
  • Microsoft DOS
    1
  • Displays / Monitors
    1
  • Microsoft Server Apps
    1
  • Microsoft Dynamics
    1
  • Routers
    1
  • Internet / Email Software
    1
  • TCP/IP
    1
  • Windows Vista
    1
  • VMware
    1
  • Networking Hardware-Other
    1
  • SAP
    1
  • Document Management
    1
  • Server Hardware
    1
  • Laptops Notebooks
    1
  • Shell Scripting
    1
  • Email Protocols
    1
  • Google Apps
    1
  • IT Administration
    1
  • Microsoft Access
    1
  • Networking Protocols
    1
  • Novell Netware
    1
  • OCR
    1
  • Office 365
    1
  • Philosophy / Religion
    1
  • QuickBooks
    1
  • SCCM
    1
  • Smartphones
    1
  • Storage
    1
  • Storage Hardware
    1
  • VBA
    1
  • iOS
    1
  • iPhone
    1

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