Derrick Thornto Ns Current Resume

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Derrick Thornto Ns Current Resume

  1. 1. DERRICK THORNTON 44441 Savery Drive, Canton, Michigan 48187 (734) 844-6789 [email_address]
  2. 2. SUMMARY <ul><li>Derrick Thornton is an experienced technical customer support professional with a B.S. degree in Computer Information Systems who is currently working on his MBA. </li></ul><ul><li>He is a US citizen who happens to be proficient assertive and reactive to the needs of customer’s and technology services. </li></ul><ul><li>Derrick Thornton is competently skilled with technical instruction for a diverse population of people also experienced in break/fix, deployments, software and website content development. </li></ul>
  3. 3. AUDATEX US, Ann Arbor, MI 12/2007 – 05/2008 <ul><li>SOFTWARE SUPPORT TECHNICIAN, ESTIMATING COLLISION SERVICES </li></ul><ul><li>Managed time and resources to resolve the customer issues and support the company products by phone and remote access. </li></ul><ul><li> Provided, rapid response to inbound critical issues by phone, technical walk through of proprietary web & server based, backups and re-installs </li></ul><ul><li> Instructed and administrated remote repair and with guidance and correction of the critical issues </li></ul><ul><li> Performed database rebuilds, validation and corrections to the database structure to allow estimating software platform to function </li></ul><ul><li> Software: (Windows XP & Vista, MSSQL for client server, Microsoft IIS, Microsoft Office 2003, CF1 IP control, Remedy, and Aspect) </li></ul>
  4. 4. Robert Half Technologies Inc., Ann Arbor, MI 08/2007 – 12/2007 <ul><li>(Contract to Hire with AUDATEX US) </li></ul><ul><li>SOFTWARE SUPPORT TECHNICIAN, ESTIMATING COLLISION SERVICES </li></ul><ul><li> Provided rapid response to inbound critical resolution issues, administrated remote repair, support proprietary software via server & web </li></ul><ul><li> Hardware: Dell desktops, IBM desktops, Sony laptops, IBM mini-servers, Toshiba laptops, supported in both positions. </li></ul>
  5. 5. TechTeam Global, Inc., Southfield, MI 02/2006 – 08/2007 <ul><li>POINT-OF-SALE SUPPORT TECHNICIAN, SEARS HOLDINGS </li></ul><ul><li>Managed time and resources to resolve the customer issues and support the company products over the phone/network. </li></ul><ul><li> Provided rapid response to the boundless number of inbound critical resolution issues </li></ul><ul><li> Software: (Windows XP & Vista, SQL server, Microsoft IIS, Microsoft Office 2003, LDAP, LINUX, Tivoli, Remedy) </li></ul><ul><li> Hardware: TCP/IP and associated hardware (IBM: Websphere, Apache Tomcat, Dell servers, and Wireless Access Points) </li></ul><ul><li> Hardware: Cash registers, desktops, laptops, Mac Intosh PC’s, pinpads, printers, Cisco (routers, servers, switches) </li></ul>
  6. 6. Technical Software Corporation Inc., Farmington Hills, MI 04/2005 - 092005 <ul><li>SOFTWARE MIGRATION SPECIALIST </li></ul><ul><li>(Contracted to ETAS, Inc in Ann Arbor, MI) </li></ul><ul><li>Managed the support desk to resolve common hardware software issues within a windows/Lotus environment </li></ul><ul><li> Reallocated computer resources according to what was ordered by staff then configured the systems for required use </li></ul><ul><li> Built desktop images for setup on newer laptops and refreshed current desktop computers with window XP images with proprietary applications </li></ul><ul><li> Created a database by which to locate hardware in which was shipped to site then segregated by internal departments </li></ul><ul><li> Created a database by which to audit current computer assets then designated those items for either delivery to salvage or recovery for reuse </li></ul><ul><li> From within a Lotus notes v6.5 environment supported software: Windows XP & Microsoft Office 2003 with support to desktops/laptops </li></ul><ul><li> Hardware: IBM desktops, Sony laptops, IBM mini-tower servers, Toshiba laptops, </li></ul>
  7. 7. TekConnect Corporation Cherry Hill, NJ 06/2003 – 09/2003 <ul><li>INFRASTRUCTURE DEPLOYMENT TEAM LEAD </li></ul><ul><li>(Contracted to Dell Computer as 3rd party support technician) </li></ul><ul><li>Managed a small group of contractors deploying dell desktops to various locations on any the associated campuses – 100% travel </li></ul><ul><li> Performed time manage and resolution of issue that would arise during the install period on any given day – 100% travel </li></ul><ul><li> Software: (Windows XP, Microsoft IIS, Microsoft Office 2003, Norton Antivirus, Zenworks (Novell Application Launcher, Novell v6 OP/Sys)) </li></ul><ul><li> Deployed new Dell workstations and refreshed older Dell workstations for Rochester, Dearborn, and New Baltimore School districts </li></ul>
  8. 8. TAC Worldwide Company, Dedham, MA 02/2002 – 12/2002 <ul><li>DESKTOP SUPPORT SPECIALIST </li></ul><ul><li>(Contracted to DTE Energy downtown, Warren Road, Fermi plant facilities) </li></ul><ul><li>Managed time and resources to resolve the customer issues then administer ticket resolution by desk side or phone support </li></ul><ul><li> Project (III) Lead asset management and salvage agent for the location documentation and scheduling of technology assets - 50% travel </li></ul><ul><li> Developed a system of tracking of current technology to be collected from each department at the downtown local campuses </li></ul><ul><li> Created several excel spreadsheets that inventoried old assets for removal from site and item by item replacement </li></ul><ul><li> Review Service Level Agreement contracts to evaluate vendor relationships to equipment and software by department </li></ul><ul><li> Imported all information composed into excel spreadsheets over to MS Access database for management review </li></ul><ul><li> Project (II) Desktop infrastructure deployment of new and refurbished equipment (involved break/fix& swap-out) to locations at DTE Energy </li></ul><ul><li> Project (I) Developed desktop Images (used Windows XP inclusive of Sysprep then Ghostware) for remote deployment at DTE Energy </li></ul><ul><li> Software: (Windows 2000/XP Op/Sys, Microsoft IIS, Active Directory, Norton Antivirus/Firewall, LDAP, Office 2000, Peregrine ticketing App) </li></ul>
  9. 9. Analyst International, Auburn Hills, MI 04/2001 – 09/2001 <ul><li>PROJECT (II) INFRASTRUCTURE DEPLOYMENT TEAM LEAD (Contracted to T&TI program) </li></ul><ul><li>Managed various teams of contractors along with monitoring and directing their activities on site </li></ul><ul><li> Installed laptops to mobile carts per school campuses in Oakland and Wayne counties – 100% travel to sites </li></ul><ul><li> Pushed Windows 2000 operating system plus proprietary software image from CD media to desktop and laptops </li></ul><ul><li> Software: (Windows 2000, Microsoft IIS, Office 2000, Norton Antivirus, Zenworks (Novell Application Launcher, Novell v5 OP/Sys)) </li></ul><ul><li> Deployed new Dell workstations and refreshed older Dell workstations for Rochester, Dearborn, and New Baltimore School districts </li></ul>
  10. 10. Analyst International, Auburn Hills, MI 04/2001 – 09/2001 <ul><li>PROJECT (I) OPERATIONS RESEARCH NETWORK ANALYST (Contracted to Delphi World HQ of Troy, MI) </li></ul><ul><li>Managed time and resources to gather information on WAN resolution management then contact responsible entities </li></ul><ul><li> Opened the channel of communication between AT&T and EDS network personnel to resolve technical issues </li></ul><ul><li> Filed reports within the AT&T Avantage recording system to schedule and report provisioning issues </li></ul><ul><li> Scheduled resources of a massive rollout for Delphi North America and attending scheduled meetings </li></ul>
  11. 11. Oakland County Community Mental Services, Pontiac, MI 10/1999 – 05/2000 <ul><li>QIS USER SUPPORT SPECIALIST </li></ul><ul><li>Managed time and resources to resolve the customer issues then administer ticketed resolution and deployed software changes </li></ul><ul><li> Performed the deployment and installation of desktops software plus break fix repair to various departments and remote locations </li></ul><ul><li> Recovered older equipment for salvage and resell to company staff – involved 85% travel </li></ul><ul><li> Software: (Windows NT/2000 Op/Sys, Norton Antivirus / Firewall, and Microsoft Office 2000) </li></ul><ul><li> Deployed new Gateway desktop/laptop computers and tested 486 versus Pentium systems for upgrade specs to Windows 2000 OP/Sys. </li></ul>
  12. 12. FISERV Galaxy PLUS , Troy, MI 11/1996 – 10/1998 <ul><li>DATA COMMUNICATION TECHNICIAN </li></ul><ul><li>Managed time and resources to resolve the customer issues then administer ticketed resolution and deployed software changes </li></ul><ul><li> Configured VLAN: (Cisco routers (2500, 2514, 2516)), also setup 4500, 5500, 6000 and 7500 switches </li></ul><ul><li> Administrated network communications through term server ports to set static IP address </li></ul><ul><li> Set static IP Class C addresses for client machines, offsite router, and switches </li></ul><ul><li> Performed second level helpdesk support for a client base of about 8000.customers throughout North America </li></ul><ul><li> Have experience setting static IP address per device onsite (workstations printers and dumb terminal). </li></ul><ul><li> Have extensive setup knowledge of modems for either both sync and async communications </li></ul><ul><li> Performed Local loop testing on host side-(a) then isolate and test side-(b) </li></ul>
  13. 13. FISERV Galaxy PLUS , Troy, MI 11/1996 – 10/1998 <ul><li>DATA COMMUNICATION TECHNICIAN </li></ul><ul><li>Managed time and resources to resolve the customer issues then administer ticketed resolution and deployed software changes </li></ul><ul><li> During remote phone call with client onsite isolate issue followed by an instructional correction with onsite personnel </li></ul><ul><li> Documented all problems of issue and correction in Remedy </li></ul><ul><li> Performed proprietary support Galaxy Plus software products in support sales personnel at the client site </li></ul><ul><li> Performed shell scripting and created adhoc reports for daily / weekly reporting for management review. </li></ul><ul><li> Provided support to a Novell 4.1 environment with desktops using Windows NT 4.0, Windows 95, and Windows 98. </li></ul><ul><li> Installed configured both hardware and software Cisco routers and 3com VLAN switches </li></ul><ul><li> Used FTP protocol for dialup connectivity to and from client sites through dialup and dedicated T1 facilities </li></ul><ul><li> Supported networking environments Frame-Relay, ISDN, T3, and VPN services </li></ul><ul><li> Supported Galaxy-plus products on AS400 mini-server • check reader • check signers • document encoders • Lexmark printers. </li></ul><ul><li> Tools: HPOV-Network Node Manager software, Cisco Multi-point Controller (MC) for which is a Cisco 7500) </li></ul>
  14. 14. EDUCATION Bachelor of Science - Business Administration DeVry University, Chicago, IL TRAINING Computer Networking Center, Livonia MI, MCSE Certification Training Aress Networking Academy, Southfield, MI, Course: Cisco Netware Associate Training
  15. 15. SKILLS INVENTORY <ul><li> Call Log tools: Peregrine, Rational Clear Quest, Pacman, and Remedy </li></ul><ul><li> Deployment Tools: Novell application launcher, Tivoli, GhostWare, Zenworks </li></ul><ul><li> Hardware: Cash registers, desktops, laptops, Mac Intosh PC’s, pinpads, printers, Cisco (routers, servers, switches) </li></ul><ul><li> OS/Environment: Novell (3.x, 4.x, 5.x, and 6.x) Netware, Windows 2000, Windows XP, Windows Vista, Linux, HP-UX, Websphere, AS400 </li></ul><ul><li> Networking: LAN/WAN: Modems, CSU/DSU, routers, hubs, switches, T1’s; Protocols: TCP/IP, NetBIOS, and Appletalk </li></ul><ul><li> Software: C.I.C.S., MS XP Office Pro (Access, Front Page Excel, Power Point, Visio, Word), Peoplesoft (Kronos, SSG)., VBS, PHP, ASP, HTML, HPOV-NNM </li></ul>

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