DAREKRESUME2
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Darek Foster is seeking a Level 2 Technical Support Engineer position and has over 30 years of experience in information technology, computer support services, and providing technical assistance to end users. He has worked as a Technical Support Engineer II for NetApp since 2013, providing tier 2 support, troubleshooting issues, and engaging other support teams for resolution. Prior to that, he held support roles at ISG Technologies and Sheplers, Inc, where he troubleshot issues, tracked problems, dispatched technicians, and created documentation. He has extensive skills in networking systems, servers, desktop support, disaster recovery, and various software like Windows and data warehousing.
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DAREKRESUME2
- 1. DAREK FOSTER Phone: 316-304-5220 Wichita, Ks. OBJECTIVE: Level 2 Technical Support Engineer Professional Overview: Information Technology Professional with 30 years of hands on experience in Computer Support Services, providing technical assistance to end-users with computer, network systems, and peripheral device issues in person, via telephone and remotely PROFESSIONAL EXPERIENCE: NetApp Sep 2013 – Present TECHNICAL SUPPORT ENGINEER II - Provide Tier 2 support to customers and third party maintainers - Address specific user issues - Coordinate with escalation resources on politically charged/hot cases - Analyze logs and data files as needed to work towards resolution of customer issues - Provide root cause analysis (RCA) - Engage colleagues and Tier 3 support to troubleshoot and resolve customer issues - Provide troubleshooting and technical support via phone, web based tools and email - Advise customers regarding the proper configuration and use of products - During problem escalations, act as a liaison between customers and Tier 3 support ISG Technologies, Inc Jul 2011-Sep 2013 Support Center Engineer, Troubleshoot issues ranging from password reset to Server down. Track issues with extensive notes using TrackIt and ConnectWise. Dispatch to Service Technician if unable to resolve remotely. Create how-to’s for known issues and fixes. SHEPLERS, INC, Corporate Offices,Wichita, Ks 1991 – 2011 PC Support Specialist and Storage Administrator - Installed and maintained electronic equipment including: network cards,hubs, routers, switches, controllers, multiplexors and other related networking equipment. - Performed installation, termination, and maintenance of network cabling - Prepared and maintained network documentation and diagrams. - Managed the performance of PC and telecommunications systems - Coordinated projects with vendors, customers, and other members of the IT department - Participated in LAN/WAN network planning activities. - Configured and upgraded server hardware/software and coordinated with vendors to maintain and update equipment - Responded to Help Desk issues through final resolution
- 2. DAREK FOSTER Phone: 316-304-5220 Wichita, Ks. - Acquired and maintained Microsoft Licenses - Discovered, diagnosed and corrected network performance problems and failures - Established, reviewed, and processed quotes, requisitions and purchase order for capital equipment - Prepared and maintained equipment purchase orders.. - Travel to offsite locations to perform related work; transport equipment and materials to and from remote work sites; and respond to emergency situations. Technical Skills - Network systems and peripheral devices. - Server/Desktop/Laptop hardware/software support. - Tier 1 and II help desk & hardware/software Support - Understanding of network industry concepts. - Working knowledge of Microsoft Windows operating systems and Internet applications and protocols. - Disaster Recovery Planning - Virus Removal - System Upgrades - Purchasing and Purchasing Recommendations - Data OnTAP OS - Netapp HW and Software OTHER SKILLS: Microsoft Office 2000, 2003, 2007, 2010 Microsoft Windows 9x, 2000, XP, Vista, 7 Data Warehousing Internet / Intranet Operations US AIR FORCE Computer Operations Manager EDUCATION: BUTLER COUNTY COMMUNITY COLLEGE – AA – LiberalArts and Sciences WICHITA STATE UNIVERSITY – Computer Science Major – pending US AIR FORCE – Computer Operations, Management, and Administration CERTIFICATION: CompTIA A+ Certification
- 3. DAREK FOSTER Phone: 316-304-5220 Wichita, Ks. References: Kenneth Gallagher Sheplers, Inc Wichita, KS 2nd Shift Data Center Supervisor 316-943-0420 316-648-6985cell Edward Nguyen Technical Support Engineer II NetApp Wichita, KS 316- 992-2341 Tom Green IT Director Sheplers, Inc. Wichita, KS 316-619-4931