This document is a resume for Justin D. Friends that summarizes his education and work experience in information technology and business administration. It lists his objective as obtaining a challenging IT or business position to apply his skills and gain advancement. It details his education at RIT and MCC where he is pursuing a bachelor's degree. It also outlines his technical skills and work history including positions in technical support, software testing, and machining.

1. JUSTIN D. FRIENDS
Palmyra, New York 14522
(585)-633-8817
E-mail: freenzy@hotmail.com
Objective: To obtain a challenging position which will allow me to demonstrate my interest and
abilities in information technology and business administration, where I can use my
excellent organizational skills, to contribute to the efficient operation of an organization.
To apply the current and future skills I am gaining through the IT program at Monroe
Community College, RIT, and to earn advancement through on-the-job performance.
Education:
Bachelors Applied Science with concentrations in Applied Networking and Business
Administration
Currently attending part time (5 classes left to complete)
Rochester Institute of Technology, Rochester NY.
Monroe Community College, Brighton, NY.
Precision Tooling Certificate in May 2002
Associates Degree in Business Administration December 2000
Wayne Central High School, Ontario, NY
Regents Diploma in Math and Science, June 1998
Technical
Skills: Fluent in Windows 98, NT, XP, Vista, Windows 7 environments. Microsoft Office
applications including Excel, Word, Power Point, and Outlook. Familiar with VMware
administration tools and Solar Winds Orion Network performance monitor. Active
Directory. Cisco IOS. Currently studying IT related networking methodologies, and
industry related software and hardware components.
Awards: Dean’s List for five semesters at MCC. Final GPA 3.495
Phi Theta Kappa Society National Honor Society
National Honor Society-High School
Employment
Experience:
Technical Service Manager – January 2016 – Present.
Blackboard Inc. at Sutherland Global Services. 1180 Jefferson Road Rochester, NY
I assist System Administrators at various Colleges, Universities, and K-12
institutions. Troubleshooting user interface error messages.
Provide step by step help and direction or help documentation.
Triage cases out to other TSMs based on their skill and availability.
Manage a personal queue while also managing the team queue with a group of
Triagers. Troubleshoot system performance issues and make diagnostic
decisions to find a resolution in a timely manner. Utilizing Linux Red hat version
6 Enterprise and Windows Server 2012 to maintain the customer’s environment.
Performed timely SQL queries/updates to production and test environments for
high priority tasks. Ensured thorough documentation and communication of
tasks to relevant personnel and clients. Assisted clients with data integration
through the student information systems tool and their database.
Adjusted/maintained networks according to the client’s specification and need.
Taking calls to create cases and making calls for additional information or for
case resolution. Driving a consistent 1-day close of 50% and higher.
IT Support Analyst – September 2015 – November 2015.
TEKsystems contract position with Frontier Communications, 1225 Jefferson Road,
Rochester, NY
Provide Enterprise IT support services to internal staff and colleagues. Diagnose all
technical issues, determine root cause, and provide the proper solutions. Work as a team
to identify high severity outages and reporting them appropriately. Work within Active

2. Directory to verify user accounts, reset passwords, enable accounts, and verify user
access according to group memberships.
Support Representative – Shoretel Cloud Division (VOIP): October 2012-July 2015.
Shoretel, 300 State Street Rochester, NY
Ensuring ShoreTel Sky customers supported by providing strong technical support of
products and services, and providing an excellent customer experience. Assist customers
with general knowledge of their VOIP phone system and call flow. Train the customer in
the use and management of new features and tools. Diagnose IP Phone and network
issues. Customers with a direct circuit (on-net clients) accessed Cisco routers and
switches using a Telnet client. Applied configuration changes as needed on the routers
and switches. Assess the level of urgency and react as such. Managing and resolving
issues in a timely fashion. Maintain accountability for issue resolution. Regularly update
customers on status of open cases following the Managed Service Guarantee guidelines
& ensure cases are compliant and aligned with customer expectations.
Technical Support Representative: May 2010-September 2012.
Unisys Technical Services, L.L.C, 180 Kenneth Drive Rochester, NY
Microsoft Global Help Desk Agent Networking Group (Vendor)
Assist Microsoft employees, vendors, and business partners with networking issues.
Reset password for Domain accounts, Address Wireless and LAN connection issues,
View Active Directory to check status of users and machines.
Support VPN connections for employees working remotely.
Support proprietary networking issues unique to Microsoft.
Jr. Software Tester: July 2008-January 2010
Xerox (Contractor with Heartwings Heights), Jefferson Road, Henrietta, N.Y.
Operate machines and execute test matrices using Microsoft Office applications. Testing
with different operating systems, Windows XP, Windows 7, Windows NT. Verify
hardware and software feature functionality. Testing print drivers for various products,
over an internal network and direct to the machines. Record any anomalies that occur in a
data base.
Merchandise Pick up Associate: March 2007-July 2008
Sears Holding Company, Victor, N.Y.
Retrieve customer items that have been purchased, and deliver items to the customers at
the Merchandise Pickup area with in the store.
CNC Machinist/Operator : October 2006-March 2007
Weco Metal Products, Dean Park Way, Ontario, N.Y.
Produced Parts on a Mazak VMC, inspected parts per company standards.
CNC Machinist/Operator: July2006-October2006
Trident Tool, Salt Road, Webster, N.Y.
Produced Parts, inspected parts per company standards, maintained and serviced all
aspects of the HAAS vertical milling machine.
CNC Machinist/Set Up/Programmer: August 2004-July 2006 Progressive Machine
and Design, Rowley Road, Victor, NY.
Set up, program and machine parts according to print on a Fadal VMC. Inspected parts
according to company policy. Prepared them for any necessary plating or heat treatment
as needed. Worked with machine builders and engineers on assembly.
Machinist/CNC Operator: August 2002-August 2004 G.W. Lisk, South Street, Clifton
Springs, NY.
Operate an Inlay Line, which consists of two Wasino CNC lathes, an automated saw, and
welder application. Departmental selected knowledge in setup of the CNC lathes, welder,
and the saw. Produced Parts, inspected parts per Qs9000 standards, maintained and
serviced all aspects of the Inlay line.

3. References: Available on Request