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RssTim McConnell

Full-time or long term contract (6 months or better) in Utah, Idaho, or Alabama areas

Help Desk Specialist

Ogden, UT

About Me

Industry:

Information Technology

Occupation:

Help Desk Specialist
 

Education level:

Bachelor

Will Relocate:

Yes

Location:

Ogden, UT

Work Experiences

10/2008 - 2/2009

Taxworks Software

Individual Contributor

  • Supported Taxworks 2006 – 2008 software versions; including installation problems, software defects, Tax form questions, usability issues, and answered questions about the product.

3/2008 - 6/2008

Solera Networks

Individual Contributor

  • Supported all aspects of manufacturing and operations activities and served as an interface between Solera Networks’ Operations, Engineering teams and the box manufacturer. Created MPI documentation for procedures on installing the Solera Networks Appliance’s Operating System and hardware configuration. Created BASH shell scripts for automating set up and testing steps. Built and configured a PXE server on Fedora 8. Work with Engineering to create kickstart file for PXE installations. Ran packet captures for testing where I was able to view the actual file containing specific IP information, proving the network traffic was captured and stored on the appliance. This was done using the VI and TCPDump functionalities of Linux.

2/2007 - 2/2008

GE Healthcare

Individual Contributor

  • Ensured that surgical products worked reliably and correctly as per design specifications and FDA Good Manufacturing Practice standards. Verified problems that were present or have been resolved, using specific rigid procedures and methods in compliance with FDA standards and regulations. Tested the software and user interface of the GE OEC premium digital mobile imaging system (“C” arm X-ray machine), verifying reported problems are present or have been resolved, using GE's RUS (Remote Utility Suite) and RUT (Remote Utility Tool). Reported issues using Rational's ClearDDTS program.Ran tests created in the DOORS server program. Installed the OS for the digital mobile imaging system and re-installed the calibration files for the systems via remote administration techniques. Operated more than 45,000 system tests that included software and hardware, during a three month system verification process.

3/2006 - 10/2006

Unisys

Individual Contributor

  • Provided the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees in a highly procedural environment. Created documentation of issues and steps to support callers. Answered basic questions about installation, operation, configuration, customization, and usage of assigned products. Applied basic diagnostic techniques and remote desktop to identify problems, investigated causes and recommend solutions to correct common failures, including re-installing software and performing disk maintenance on Windows operating systems (XP and 2000 Professional). Supported Active Directory user account access permission requests and new equipment requests or equipment repairs. Escalated problems to the Remote Support Engineering staff or Field Engineering if un-resolvable remotely. Provided technical support for internal and external customers.

10/2004 - 2/2006

Convergys

Individual Contributor

  • Accomplished the company goal of providing world class support to Juniper customers with various issues ranging from basic set-up and configuration questions of the IVE; issues with the SSL-VPN Appliance’s rewriter features and VPN clients. Also successfully supported customers with configuring the SSL-VPN Appliance to work with Microsoft’s Exchange server, Active Directory authentication, LDAP authentication, RSA and RADIUS authentication. OWA, Outlook mail programs, and Windows XP SP2 compatibility issues. Configuring of the SSL-VPN Appliance to be compatible with Citrix server and the ICA files, both custom and default. Troubleshoot Access Control Lists, Group policies, SAMBA and Active Directory shares, Microsoft Distributed File Shares; Web based applications and other compatibility issues. Supported customers with upgrading the SSL-VPN Appliance software and troubleshooting issues from upgrades. Created documentation of customer issues and resolution methods used. Recreated customers issues in a test environment, escalate “bugs” in software following defined procedures for documenting and reporting issues. Supported Return Merchandise Agreement procedures. Able to read Packet Sniffs and Proxy server logs to determine port usage, protocols, communication methodologies, and network conflicts.

3/2003 - 11/2003

TeleperformanceUSA

Individual Contributor

  • Accomplished the company goal of providing first class support to MSN customers assisting them to solve problems with MSN software versions 5 through 8.5, e-mail programs such as Outlook versions 97 through XP and Outlook Express versions 5 and 6, troubleshooting e-mail problems, dial-up connectivity problems, hardware issues, Internet Explorer issues; spy-ware issues; customer education of MSN features; supported customers with repairing damage from the MS Blaster worm. Create documented steps taken during directing customer with above issues

Education

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