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Danny Resume 05-04-2015
- 1. Danny Lee Catron 510Creekside Drive, Luray VA 22835 Home: 540-743-3813 pcspecialistinc@embarqmail.com Objective: Seeking a responsible career position with a progressive organization where my experience, training, and acquired expertise may be used in a mutual growth environment. Work History Total Technology Management / Telephone Man, Harrisonburg, VA December 22, 2014 – March 17, 2015 Field Service Engineer and Technician Job Description: This position assists the IT Support Team with technical support and optimization of wide range of infrastructure technologies including (but not limited to) desktop/server (physical & virtual) computers, unified communications, business applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals while establishing documented standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve recurring and non-recurring problems. This position also assists in the maintenance and testing of above mentioned systems and associated equipment. The position’s responsibilities require individual / team oriented analyses, communication and problem solving. Strong customer service oriented composure, willingness to follow through and interest in learning cutting edge technologies. Field Service Engineer and Technician provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking. MillerCoors Brewery, Elkton, VA May ’12 to December 19, 2014 Technical Support Representative (IBM Contractor for Insight Global) • Perform hands/eyes support and troubleshooting of problems with Rack and Mount Server components, Network Components, Storage Area Network (SAN) components, UPS, etc. • Troubleshoot connectivity/outages (Wireless Access Points, LAN connections, Analog, Digital and VoIP telephone) • Perform hands and eyes coordination for IBM partners and teams (Asset validation/audit, Server restart, Change Support) • Cisco switch IOS and Networking equipment familiarity (ability to load IOS configuration to allow remote takeover by network engineers) • Client facing / Windows 7 PC support which includes: Windows 7 Client/Server Domain/networking environment IMAC support (install software, image new PC's, Install and recover hardware), Setting up and troubleshooting cellular phones (iPhone, Blackberry, HTC Evo) Documenting ticket details in ISM Network Printer troubleshooting (HP, Xerox, Canon) Hardware break/fix problem determination with DELL PC (Laptop/Desktop), Repairs are executed under a Dell warranty but initial troubleshooting by technician Experience with thin client/virtual client computing (Citrix, VDI, VMWare, etc.)
- 2. MillerCoors Brewery, Elkton,VA February ‘12/May ‘12 Refresh Tech, Assistant Team Lead (IBM Contractor for Insight Global) • Assisted the Team Leader with administrative duties including advising of any risks, issues, or concerns related to service delivery • Assembled and configured laptop and desktop computer components. • Set up and maintained basic network operations, including assembly of network hardware. • Performed troubleshooting to isolate and diagnose common computer/printer problems. • Upgraded hardware and software components as required. • Installed, Moved, Added, Changed (IMAC) computers and printers. • Provided users with technical support; responded to needs and questions of users concerning their access of network resources. • Participated in small scale deployments and maintained all certifications required to successfully deliver support services. • De- installed and Installed desktop and, laptop computers and peripheral Devices • Maintain a professional image by displaying a positive attitude and willingness to work with the customer • Take ownership of problem resolution. Syntelligent Analytic Solutions, LLC Help Desk Specialist I Clearance: VA Suitability March 2014 to August 2014 Handled the following roles: • Granting Read/Write/Contribute access to SharePoint folders/groups • Resetting passwords and editing account information. • Enabling/disabling and granting user roles • Management of user hierarchy • Answering General Web Form Questions • Adding and updating existing data field data • Uploading documents in web forms/SharePoint. • Document editing/versioning • Creating SharePoint lists ThermoFisher (Contract Work), Middletown, VA June ‘11/February ’12 & July/August ‘10 Helpdesk Analyst • Provided help desk support to facility users. • Installed hardware and software on Middletown systems as needed. Assisted users in resolution of problems associated with network, PC, or related software. Perform system utility functions including virus scans and removal, backups and technology rollouts. • Assisted with development/maintenance of Middletown website. • Provided input for planning to meet future hardware and software needs (migration to Windows 7) • Assured security of information by maintaining system backup and accurate user security privileges. • Performed duties with professionalism, which included relating to others in a courteous, cooperative manner. • Performed other related duties as assigned. Rosetta Stone, Harrisonburg, VA September ‘10/June ‘11 Product Support Specialist
- 3. • Provided world-class,enthusiastic support to Rosetta Stones’ customers. • Worked in a fast paced, high speed environment with those who have questions or need guidance on product usage, implementation, or computer trouble shooting. • Gained a solid understanding of how Rosetta Stone software solution works as well as an excellent insight to the internal workings with the ability to grow and succeed within the company. • Use intermediate knowledge of Windows 7/XP/Vista to troubleshoot hardware and develop a plan for continual growth and knowledge of these systems • Developed a basic knowledge or continue to build upon knowledge of internet technology and Mac OS X systems (desire to learn is required, previous experience or knowledge is preferred) • Leveraged customer service or success experiences and technical knowledge to provide world-class, friendly support • Worked closely with customers with the ability to interact with each comfortably and fluently • Creatively utilized various forms of technology to respond to customers and perfect those interactions through email, chat, and telephone • Develop a strong understanding of Rosetta Stones’ internal tracking system and use for interaction with various departments within the company Merck (Contract Work), Elkton, VA March/April '10 Helpdesk Analyst – Level 1 • Analyze, log, track and resolve software/hardware matters of significance pertaining to networking connectivity issues, printer, servers, and applications to meet business needs. • Perform troubleshooting to isolate and diagnose common system problems; document system events to ensure continuous functioning. Recommend course of action and implements as approved. • Upgrade system software and hardware components as required to meet business needs; coordinate backups. • Coordinate the installation of client department specific applications and systems. • Install 200 computers and determine appropriate method for installing applications and systems (by way of customized building procedures); resolve matters of significance and implement corrective course of action. • Install, test, upgrade and configure system files and services to enhance performance. • Utilize standard corporate tools to record change and problem activities for tracking purposes. Monitor servers to ensure they are up and running. • Manually test web sites through ping. Open an outage if a web site is not responding and escalate to level 2 LAN Administrators. • Support SAP devices to include HP desktops (7600, 7700, 7800), Lenovo laptops, Intermec PM4i’s printers, Honeywell Bluetooth scanners and MC9000 series handhelds, Document printers, and Xplore iX104 C2/C4 Rugged Tablet PC’s. Experience also includes working with OP/Stations (Purge Cabinets.) • Upgrade and configure software to include DeltaV and PI Processbook and PI Servers, Adobe Professional, and Office Communicator. Hardware includes DVD CD/RW drives, hard drives, processors and local and networked printers. • Use and maintain the Client Support call-tracking database in a technically proficient manner by recording all calls thoroughly and completely. • Create new user accounts, document all Help Desk cases, and diagnose hardware/software problems for users and research/implement solutions. Ability to learn proprietary technology. • Working knowledge of laptop/desktop computers and MS Office, Excel, Word, PowerPoint, and Outlook. Internet and Internet based technologies. Kentucky Farm Bureau, Louisville, KY 40250 October ‘94/March ‘00 Support Tech II, Computer Administrator Computer Technician, Help Desk Tech Internet Administrator, Computer Instructor • Maintain, analyze, troubleshoot, repair desktop and laptop computer systems and related hardware peripherals. • Document, maintain, upgrade or replace hardware and software systems. • Has knowledge of commonly used concepts, practices, and procedures within the PC technology support fields. • Support multi-departmental initiatives. • Responsible for being a resource to PC end-user clients. • Responsible for leading local projects through to completion.
- 4. Education BA Elementary Education,1988, Morehead State University, Morehead, KY Planned 5th Year/ MA Elementary Education, 1993, Morehead State University, Morehead, KY. Continuing Education, 2006, James Madison University Hardware and Software Skills Microsoft Office, Windows Versions XP, 7, 8, & Beta 9 - SharePoint - Service Now – Help Desk Software, CAP – Store Operation Software
- 5. Danny Lee Catron References: StacyMoomaw Senior Tech Total Technology Management / The Telephone Man 100 Waterman Drive Harrisonburg, VA 22802 Email: smoomaw@ttmol.com Business Phone: 540-432-1385 Cell Phone: 540-271-0695 Joe Marquez Deskside Team Lead, MillerCoors 17755 West 32nd Ave Golden, CO 80401 unified messaging 720-395-7011 Email: josephma@us.ibm.com Elizabeth A. Shifflett Manufacturing Systems Engineer 5135 S. Eastside Highway Elkton, VA 22827-3469 Phone: (540) 289-8143 Email: elizabeth.shifflett@millercoors.com Jeffrey L. Vaughan Manager Environmental, Health & Safety CDD Contract Services Thermo Fisher Scientific 8365 Valley Pike PO Box 307 Middletown, VA 22645 Phone: 540-869-8296 Fax: 540-869-8129 Mobile: 540-533-2588 Email: jeffrey.vaughan@thermofisher.com ^ Will provide extra references if needed.
- 6. Danny Lee Catron References: StacyMoomaw Senior Tech Total Technology Management / The Telephone Man 100 Waterman Drive Harrisonburg, VA 22802 Email: smoomaw@ttmol.com Business Phone: 540-432-1385 Cell Phone: 540-271-0695 Joe Marquez Deskside Team Lead, MillerCoors 17755 West 32nd Ave Golden, CO 80401 unified messaging 720-395-7011 Email: josephma@us.ibm.com Elizabeth A. Shifflett Manufacturing Systems Engineer 5135 S. Eastside Highway Elkton, VA 22827-3469 Phone: (540) 289-8143 Email: elizabeth.shifflett@millercoors.com Jeffrey L. Vaughan Manager Environmental, Health & Safety CDD Contract Services Thermo Fisher Scientific 8365 Valley Pike PO Box 307 Middletown, VA 22645 Phone: 540-869-8296 Fax: 540-869-8129 Mobile: 540-533-2588 Email: jeffrey.vaughan@thermofisher.com ^ Will provide extra references if needed.