Frank Lephew is seeking a new position and has over 10 years of experience in IT support and customer service roles. He has a strong technical background and has managed help desks for various organizations. His experience includes supporting desktops, applications, networks and virtual infrastructure. He is proficient in Microsoft technologies, backup software, and remote access solutions.

1. Frank Lephew
Salisbury, MD 21801
443-256-6721
Flephew@gmail.com
SUMMARY OF QUALIFICATIONS:
 IT professional with over 10 years’ experience in customer and technical support.
 Strong managerial, organizational and interpersonal skills with demonstrated ability to manage
technical operations efficiently and effectively.
 Dedicated and focused; able to prioritize and complete multiple tasks to achieve project goals.
 Strong background in user training and support documentation.
EXPERIENCE
02/2012 – 11/2014
OrderUp, Inc. | Experience Expert
 Answer all incoming emails and calls from market owners, restaurant management and
customers.
 Driver support - monitoring GPS locations of drivers, their progress, reassigning deliveries and
manage restaurant or customer issues encountered by drivers .
 Create and log all calls and emails in Zendesk.
 Complete any assigned work on help desk queue.
 Complete any tasks that are called or emailed in by clients.
 Troubleshoot and resolve all customer issues called or emailed by customers placing orders on
our sites.
 Monitor call notifications and failed faxes confirming orders are received successfully at the
restaurant.
03/2007 – 06/2011
APWU Health Plan | IT Support Specialist
Oversee IT design, implementation and maintenance throughout organization.
 Designed and deployed their help desk using Numara Track-It; developed effective help desk
policies and procedures.
 Responsible to manage the help desk to track and prioritize all technology related support
issues.
 Identify problems troubleshoot and provide resolution feedback to assist users and coordinate
with other IT areas.
 Schedule and complete installations of system upgrades.
 Accountable for documentation of support procedures, policies and activities through
educating and instructing personnel with the operation, utilization and maintenance of all
computer systems, including both hardware and software.
 Remote support troubleshooting of system errors and problems as reported by employees or
customers; ongoing corrective action and monitoring of computer software and hardware in the
company.
 Responsible for configuring, installing and integrating workstations and servers into a complex
LAN/WAN computing environment using various office automations, operating systems,
Windows 2003/2008 Server and Windows XP. (physical and virtual)
 Maintain backup for an IBM/ISS Proventia issues on spam control and website access
 Procure and manage information systems assets/inventory.
 Responsible for SharePoint site administration, creation and general management.
 Maintain passwords, data integrity and file system security for the desktop environment.

2. 11/2006-03/2007
Dynasplint Systems, Inc. | Network Support
 Assist internal and external employees with technical troubleshooting issues including
identification, resolution, escalation, referral and follow-up.
 Administer server-based applications – installation, maintenance, backup and restoration.
 Maintain online systems and communications network in accordance with established service
levels.
 Detect systems, network and application anomalies; resolve and escalate matters of
significance in order to reduce the impact to global customers and maximize systems
availability.
04/2002-11/2006
Doctors Community Hospital | Help Desk/Desktop Support Specialist
 Serve as an initial POC for resolution of desktop/workgroup-related problems in a 500+ user
environment.
 Responsible for tracking and maintaining documentation, configurations and maintenance
 Provide support for PC, LAN/WAN connectivity issues, firewall, email and remote VPN users .
 Responsible to troubleshoot severity of tickets to understand when to escalate tickets to 2nd or
3rd level support.
SKILLS
Microsoft Office (2007, 2010, 2013)
VMware virtual infrastructure implementation/deployment/management
Expert in LANWAN, Active Directory, DNS and DHCP services
Installation, setup and management of Win Server 2003/2008, Exchange 2003/2008
Operating Systems – XP, Vista and Win 7&8
Disaster Recovery – planning and restoration
Backup management using Backup Exec for data and Exchange
Vranger and Tivoli for virtual server backup and restore
Remote Access with Remote Desktop, VNC, Cisco VPN and Citrix
EDUCATION & TRAINING
SOUTH RIVER HIGH SCHOOL, EDGEWATER, MD
Excelled in Mathematics 1992-1996
ANNE ARUNDEL COMMUNITY COLLEGE, ARNOLD, MD
General StudyComputer Science, 1998-1999