Curt Wyman 

Plano, Texas

972.746.1576

curt.wyman@hotmail.com

 

 

 

PROFESSIONAL SUMMARY:

 

·   Experienced professional in an IT support environment, providing excellent technical support either onsite or over the phone for internal and external users while maintaining service level agreements and exceeding expected goals

·   Cross Support working with Outside (Field) Technicians as well as Consumer level support

·   Logical thinking and an analytical personality allow him to examine and complete tasks rapidly and efficiently, Utilizing ITIL and Sarbanes Oxley (SOX) adherence and Help Desk Institute (HDI) compliancy

·   Technically experienced and has proven ability to work in a solo or team environment, customer sensitive and ensure high level of service to satisfy customer expectations and taking on additional projects assigned by C-Level Leadership

 

TECHNICAL SKILLS: TCP/IP IPV4 & IPV6 – Static & Dynamic, DNS, Router Configuration, Switching Work, Cabling RJ11, RJ45 (Cat5) (Cat6) etc… Exchange, Outlook, Webmail, IMAP, POP3… Telecom – Truncating / Switching.  Remedy – reactive & proactive usage.   GSM, GPS, Cabling, E911,

Drive Testing, Testing and Turning up T1’s, T3’s, and DS3’s.  Terminal Service, Remote Desktop, Citrix (2x), RDP, GoToAssist Expert remote utility for after hours Support.

Imaging – Creating – Deploying – adding answer files, User Profiles – adding / deleting / editing via group policy editor & via Active Directory (AD).  Editing Distribution lists via Exchange 2010 & Exchange Management Console (EMC).  Utilizing GPEDIT, and other ADMIN Utilities.WIN7 Imaging, Deploying Images, creating & utilizing Answer Files as well as troubleshooting.

 

 

Military: U.S. Navy – USS Dwight D Eisenhower CVN 69

 

·   Participated in assisting Secret Service for Mr. President Bill Clinton

·   Assisted movement of U.S. Army 10^th Mountain Division to Haiti

·   Earned National Defense Service Medal

·   Earned Southwest Asia Medal

·   Supply Department including Inventory for entire Carrier including attached Squadrons Control (SK Rate)

 

PROFESSIONAL EXPERIENCE:

 

PRISM ELECTRIC – Garand, TX

Desktop Support Technician (Break fix) / System AdministratorFebruary 2014 – June 2015

 

·   One of Two individuals supporting over 700 users of:  Laptops, Desktops, iPhones, iPads, Printers (HP, Kyocera, Plotters, Brother, Epson) both Networked and Local including multiple Shared.

·   Creating and Deploying Images for Laptops, Desktops including CAD Machines.

·   Supporting, Configuring, Setting Databases for all Branches Estimating Department, Service Department, Construction Department, using Accubid, Change Order, and Live Count.

·   Supporting all C-Level personnel and all Department Heads and their Reports.  Setting up Conference Rooms for GoToMeetings, GoToAssist (Expert), utilizing Audio / Video Projector conferences between branches.

·   Setting up VPN (Sonic Wall and WatchGuard) using Pre Shared Keys and Windows Credentials.

·   Power Player setting up Citrix Based Connections to launch Centralized Applications via 2X including Wennsoft, Microsoft GP, Accubid, Change Order, Jonas, etc…

·   Handle Tickets as they arrive assessing the Priority while maintaining Service Level Agreements including Active Directory enable / disable User Accounts, Password Resets,  Email Accounts settings on Laptops and Desktops (Exchange and Outlook), iPhones and iPads (Multiple Accounts).

·   Registering via Meraki Dashboard and Asset Management for all equipment.

·   Working with ALL Departments to ensure Maximum Productivity Levels.

·   High involvement in Projects: New Parkland Hospital (NPH) Dallas, WinStar Hotel & Casino Oklahoma, Choctaw Casino Oklahoma, University of North Texas (UNT) Expansion Denton Texas, At&t Stadium Scoreboard (Control Panel – “FLIR” camera support amongst others.

 

NORTHROP GRUMMAN via VOLT – Irving, TX

Technical Support Analyst                June 2012 to November 2012

 

·   Active Directory adding and editing (Administering) users Security Groups, Distribution Lists, Group Mailboxes, Permissions, Password Resets, Activating / Disabling Accounts w/in Organizational Units

·   Password Resets and Creation for 12 different SAP Modules including External Business Partners (EBIP) in Classified / Closed areas and unclassified areas.  Scrub classified equipment prior to return

·   Windows XP Pro and Windows 7 support & Migrations.  Administrating Smart Cards, Digital Signatures, Encrypted files & email, Secure ID and Secure Credentials. U.S. Military Computer Access Cards (CAC), Regional and Secure Proxy Settings, Internet Settings for VPN Access

·   Administered and assigned Mini Tokens for Cisco VPN and utilized Citrix Gold, other remote tools and assisted users with Wi-Fi – VPN connections and Blackberry (BES) and other Smart Phone support

·   Print Server, Server monitoring and resolution

·   Microsoft Outlook 2007 & 2010 issues as well as other MS Office 2007 / 2010 Suite issues

 

At&t Drive Tester for Qualcomm via NextGen - Dallas, TX                                      February 2012

 

•                                                                                                                                                                                                                                                                                                                                       Perform Grid Patterns for Voice & Data
•                                                                                                                                                                                                                                                                                                                                       Documentation regarding areas of low performance
•                                                                                                                                                                                                                                                                                                                                       Ensure equipment properly functioning to obtain and document data
•                                                                                                                                                                                                                                                                                                                                       Troubleshoot equipment as discrepancies occur

 

AT&T MOBILITY via Pinnacle Technical Resources – Farmers Branch, TXAug 2011 to Jan 2012

Network Provisioning Analyst

 

·   Test and Turn up DS3’s, T1’s, T3’s

·   Work with DACS, OC3 – OC192

·   Communicated with Mobility Switching Centers (MSC), working with MTSO’s.

·   Utilized Granite Works, Granite Paths and Remedy ticketing to create CTS Trouble Tickets sent to   Switching Center Technicians

·   Update Daily MS Excel Spreadsheets and participate on daily National Conference calls to provide updates and feedback

·   Work with other related departments for Rework, discrepancies with unprovisioned equipment prior to testing DS3’s

 

 

 

 

AT&T U-VERSE via Pinnacle Technical Resources – Richardson, TXNov 2009 to Feb 2011

Tier 2 Support

 

·   Supported AT&T U-Verse – Video IPTV, Internet (DATA), Telephone (CVOIP)

·   Interact with Network Operations Center (NOC) Teams for conflict resolution such as outages, service interruptions and natural disasters as well as troubleshoot in-Scope issues and escalate Out of Scope issues accordingly as last resort and dispatch when troubleshooting has been exhausted

·   Assisted Premise Techs and Installation & Repair (I&R) Outside Line Techs by running tests and providing additional support on an “as needed” basis

·   Supported DHCP and Static IP including DNS, Subnets, and Gateway Information along with Firewall Settings as well as client email such as Outlook, Outlook Express, MacMail, AppleMail

·   Maintained Order Management System (OMS), wrote, amend and cancel order as necessary

·   Maintained company metrics including Sales, Upsells, Upgrades along with Technical Handle Time (AHT), Service Level Agreements (SLA)

·   Monitored entire DSLAM’s and VRAD’s Cards to ensure Delivery of Service

·   Logging Tickets and effective complete documentation

 

 

TELVISTA - VERIZON FIOS – Farmers Branch / Dallas, TXMay 2009 to Nov 2009

Technical Phone Support

 

·   Supported Verizon FIOS – Video, Internet (DATA), Telephone (POTS) (FIBER)

·   Utilized Verizon Systems: iCAD, IVAPP, SToRC, iGO, DTI Express, Cpe Manager

·   Verified, troubleshoot and answered Verizon Customer’s issues with their FIOS Video, Internet, & Telephone

·   Performed Loop Tests and access Switch to verify Calling Features and enable / disable as well as educate customer on feature usage and assist customers with on-site troubleshooting steps

·   Used GoToAssist log into customer’s Router to maintain and set controls for wired and wireless computers for Windows and Macintosh Operating Systems / Set TCP/IP Protocols

·   Sent commands to Set Top Boxes (STB), Router, and Optical Network Terminal (ONT) for Fiber To The Premise (FTTP) as well as educate customers on troubleshooting and drop shipping equipment or dispatch a technician if necessary

·   Verified Customer Account information and route to proper department when necessary

·   Maintained call times with emphasis on First Call Resolution and adhere to strict attendance policies

 

RAMQUEST SOFTWARE INC. – Plano, TXJul 2008 to Oct 2008

Remote and Phone Support

 

·   Used GoToAssist for Windows Based Platforms, WINXP, VISTA, SERVER2000, SERVER2003, IIS Webservers Remote Desktop, SQL Server Database Backups, Run SQL Scripts and
Commands as well as remote support in Citrix environments

·   Utilized effective communications both written & verbal in supporting customers/users

·   Maintained phone times and document via tracking software

·   Utilized RTF Documents and Stored Procedures, Create RTF Documents

·   Grant User Permissions, Disable/Enable User Accounts & Profiles

·   Utilized CLICONFG, REGISTRY Edits and other Modifications

 

GOODMAN NETWORKS INC. (GNET) Project Based Work – Plano, TXNov 2005 to Jan 2006

Cellular Technician

 

·   Responsible for troubleshooting, installations, integrations, and cutovers for the Cingular Genesis Project (GSM/GPRS overlay 850 MHZ).

·   Installation and testing of DS1/T1 Lines

·   Installed and configured CSUs, DSUs, Mini-Dacs, and NIUs at Cell and Microwave sites.

·   Installed cross connect DSX panels.

·   Testing from cell site to switch.

·   Performed hot cuts

 

VERIZON SUPERPAGES Employee – Coppell, TXMay 2004 to Oct 2005

Internet Operations/Inside Sales

 

·   Implementing, validating and maintaining Customer Multiple Marketing Campaigns

·   Coverage of 800# (Incoming Calls) via automated system with “One Call Resolution”

·   Ensure Standards & Ethics adhered to and content 100 % accuracy Using Search Engine Marketing (SEM)

·   Entered multi-tier Customer Orders via Multiple Internet Operations Support Systems

·   Identified and flagged escalated accounts to ensure appropriate, timely contact & fulfillment

·   Up sell and Cross Sell

 

 

SAMSUNG TELECOMMUNICATIONS AMERICA via Pro Staff – Plano, TXNov 2003 to Apr 2004

Help Desk Analyst

 

·   Assist with diagnosing and creating Return Material Authorizations (RMA)

·   Primary contact for all Samsung Authorized Dealers

·   Using SAP determine warranty status for all equipment

·   Ensured shipping details and conditions are met

·   Maintain cost center requirements

·   Erasable Programmable Read Only Memory (EPROM) Testing and formatting         

 

VERIZON Contract via Belcan – HQ – Irving, TXJul 2000 to Oct 2000

Network/NT Administrator

 

·   Ran/Administered NT 4.0, MS Exchange 5.5, and MS Webserver

·   Ran Budget Center for Business Product Managers and Project Managers

·   Break/Fix Desktop Support for over 150 users

·   Ensured Virus Definitions were maintained / updated

·   Updated Intranet Pages for Department Bulletins as needed

·   Weekly reports to department Director and VP

·   Assisted with VPN connectivity for remote users

 

NORTHERN TELECOM - NORTEL via TeKsystems – Richardson, TXOct 2000 to Feb 2001

Level 2 Information Systems

 

·   Supported users and customers with network connectivity issues

·   Troubleshoot dynamic and static IP Addresses

·   Ghost/Re-image PC’s

·   Backup, Restore, & Disaster Recovery

·   Ensure Service Level Agreements (SLA) were met

·   Utilize Remedy ticketing system for accepting and closing trouble tickets

·   Trained and utilized Random Access Server (RAS)

 

NEOPOST – Carrollton, TXMar 2001 to Jan 2002

Technical Phone Support

 

·   Tech Support via phone for Internet Based Postage Machines

·   Utilized Tracking software to ensure proper documentation

·   Exceeded call time goals and fixes

·   Provided adequate feedback to supervisors and staff as needed

·   Expedited issues to next tier if necessary

·   Take ownership of call to provide excellent customer service

 

OTHER PROFESSIONAL EXPERIENCE:

 

E3 Team/Career Point Jun 2007 to Jul 2007

Technical Recruiter

 

GENESYS GROUP Mar 2007 to Apr 2007

Technical Recruiter

 

Spencer Reed Group LLC            Oct 2006 to Feb 2007

IT and Telecom Recruiter

 

Pro Tech Solutions Inc. (PSI)            Jul 2006 to Sep 2006

IT and Telecom Recruiter

 

Accounting Principles                       Feb 2006 to Mar 2006

Recruiter

 

Sprint PCS                       May 1997 to Oct 1997

Outside Sales

 

Stream International                       Jan 1998 to May 1998

Technical Recruiter

 

EDUCATION:

 

Milwaukee Area Technical College                                                                            Sep 1992

to January 1994

 

·   Criminal Justice and Core Courses

·   Police Science emphasis

                                                                                                                                      

Tarrant County College – March 2013 – Current Network Security / Computer Science

 

·   Configuring & Migrating PC’s to Windows 7 – utilizing gpedit.msc, disk management, Computer Management, System Restore & Event Viewer for troubleshooting purposes

·   Creating and deploying images as well as answer files

·   Storing personal information up to Server and upon completion restoring files & favorites

·   Currently taking Authorized Microsoft Labs to keep current