Christopher Dean 416 Wright Street # 301Lakewood, CO 80228

(720) 469-2315cdean163@hotmail.com

Objective

I am seeking exciting and challenging opportunities within the IT field. I am able to provide my technical expertise, and extensive work experience to many fields within the industry .

Related skills

Technical Skills and Attributes (Utilized Regularly) Proficient in troubleshooting and diagnosis of PC and laptop hardware, have replaced all

pertinent components such as power supplies, damaged screens etc. in addition to creating custom buildings according to departmental needs.

Extensive experience working within IDF and MDF closets with an emphasis on Cisco environments. This is including but not limited to console configuration via Putty, router test and turn up, cable management, and individual port setup in regards to activation and bandwidth requirements.

Proficient with most telephony platforms while possessing knowledge of telecommunications architecture. Experienced with Avaya and Cisco administrator environments. This includes configuring route points, individual phone extensions, etc.

Skilled usage of various computing platforms and software including, Microsoft Windows 7 8, and 10, batch script creation and PSexec commands, Microsoft Office Suites, Mac OS, Linux, Windows Server 2008 R2/2012, PowerShell, and machine BIOS functions.

Possess advanced skills within various enterprise environment admin tools including but not limited to, VMware Horizon View, Citrix Xenapp, Trend antivirus configuration, Active Directory and ADSI Edit, Microsoft Exchange, DHCP, DNS, and Group Policy configuration. Also currently working in an On-Call environment for emergency after hours support.

Management and Supervision Skills Have developed and fostered efficient and productive work environments through open-door

policies and proactive management skills. Planed and scheduled personnel assignments ensuring tasks are assigned to qualified personnel

with appropriate training and skill sets. Proactive self-starter known to initiate process, system improvements, compliance, and staff

productivity with both on site, and virtual teams. Accomplished this through, but not limited to client feedback follow-up, transaction monitoring, case/ticket backlog reporting, KPI reports, and time sensitive self-assignment precluding escalation procedures.

Current Work Experience

Computershare Technology Services Apr 2014 - Current EmployerSite Support Engineer Responsible for supporting user base of 1,200 users via HP Service Manager ticketing system

and email communication. Work incoming tickets for basic PC support issues, while supporting larger company driven initiatives.

Self-driven to stay within current 72 hour SLA to our user base. Responsible for client follow up, ensuring the user has received adequate resolution to

reported issue. Setup PC workstations for new users, move any equipment to appropriate desk as necessary.

This includes phone setup via admin console, mail user setup within MS exchange.

Large scale domain migration of 1,200 workstations and laptops. This involved migrating the workstations to our new domain, running custom scripts to migrate user content from network redirected file shares, while also setting file share permissions, manually if necessary.

Creation of new OU structure within Active Directory while also copying and editing GPO for the new domain environment. Worked closely with IT project manager on status reports and progress updates.

25 new Konica Minolta Bizhub printers setup and deployed through building. All setup and configuration completed by me as project leader. Assign IP’s and preformed scope replication through network resources, setup scan to email through mail relay on exchange server.

Intercall Dec 2011 - Apr 2014Web Operations Supervisor Take incoming helpdesk calls to support customers with their audio and web conferencing

needs, In addition to handling escalated issues with Executives, VP’s, and other high touch issues both internal and external to InterCall.

Proficient with supported conferencing platforms including but not limited to, InterCall Unified Meeting, Genesys Meeting Center, Unified Meeting 5, Cisco WebEx, Microsoft Live Meeting, Microsoft Lync, and Adobe connect – Designated Helpdesk subject matter expert.

Responsible for client follow up, making sure casework is complete and accurate to reflect specific troubleshooting steps and client information.

Conduct extensive transaction monitoring via recorded lines – Reviewing agent phone calls for sound troubleshooting practices, service skills, and process follow-thru.

Responsible for productivity of helpdesk floor consisting of 34 agents, fielding calls, chat requests and email casework.

Napa Auto Parts IT Support Jan 2008 - Sept 2011IT Desktop Support Troubleshoot and maintain all IBM parts catalogue workstations and related system

architecture. Responsible for user creation in active directory and PC workstation imaging. Troubleshoot Windows Server 2003 (WINS)/NapaTrax architecture, IBM point of sale

stations, and network ordering stations at four separate sites. Responsible for distributing software and patches/updates as necessary.

Recently Completed Projects at Computershare

Past/Related Work Experience

Education/IT CertificationsIt Certifications CompTIA Network+ (In Progress Via Pluralsight) Arapahoe Community College 2003-2007Littleton, CO Multimedia and Graphic Design/PC troubleshooting coursework. Associate of Arts coursework.

2004 – 2007

Thunder Ridge High School/Highlands Ranch Eagle Academy Graduated 2003 Highlands Ranch, CO Graphic design classes taken as electives.

2004 – 2007