Gary Hayek, Jr.                                                                                                  25 Coram Rd, Shelton, CT 06484

Phone:  (203) 609-1704               

Email:  sheltonmac@att.net

TECHNICAL SKILLS

 

Installed, repaired, and/or troubleshot the following hardware:

 

PCs, Macs, T1, DSL, POTS lines,  Ethernet, Cabletron hubs/routers, HP 700/60, WAN, LAN, Compaq, Dell, 3Com, IBM, Toshiba laptops, Symantec VelociRaptor Firewall, Desktop PCs, Network Servers, JetDirect Print Servers, Network Printers, Cisco Switches

 

Installed, troubleshot, tested, and/or provided help desk assistance and training on the following software:

 

Cadre, Belarc Monitor, NetMeeting, Webex,  Nortel VPN, Tivoli, AIX, Solaris, WFW 3.11, Win95, WinNT, Win98, Win2000, WinXP, OS/2, Mac OS 7 - OSX, Various Linux OSs, Office95, Office97, Office2000, Office 2003, OpenOffice, Vantive, Remedy, SalesLogix 5.2, Ghost, Exchange Server 2000, PCAnyWhere, NetTerm, Dameware, Exchange, SMS 2.0, Outlook (along with Outlook Express and Outlook97, 2000 & 2003), McAfee AV, WinInstall, Visio, HP Openview DTA, ReachOut, TCP/IP, Proxy Server 2.0, IIS 3-5, FrontPage98 & 2000, Photoshop 3.0 - 9.0, Dreamweaver, Ghost Console, Notes 4.61 & 7, AutoCad R12 & 2000, Netware and AS/400 connectivity, Norton AV, Win95 User Policy Editor, NT User Manager, Attachmate Extra!, User Manager for Domains, Site Scope, FreeBSD, SiteMon, BMC Patrol, OneView, Citrix, F-Secure, Active Directory

 

EMPLOYMENT

 

GE – Commercial Finance Services, Norwalk, CT                                                                                    Mar ’08 - Present

Level 2 IT Support             

1. Resolved issues escalated from level 1 Helpdesk (supporting over 900 End Users)

1.     Reviewed and revised documentation and procedures

2.     Repaired Dell Desktop and Laptop PCs

3.     Deployed and supported End-User’s Blackberry devices. 

4.     Reset User passwords in Active Directory (AD)

5.     ReImaged (Ghost) and redeployed  used computers as they became available

6.     Issued Loaner laptops/desktops to Users when needed

 

Genpact, Danbury, CT                                                                                                                                            Mar ‘07 -  Mar ‘08

Level 2 IT Support             

7. Resolved issues escalated from level 1 Helpdesk (supporting over 600 End Users)

8.     Reviewed and revised documentation and procedures

9.     Managed Symantec AntiVirus Server – alerting End-Users when infection detected on laptops.

10.   Managed various Windows 2003 File Servers, and managed Backup Assist Backup Server

11.   Coordinated and worked with Vendors to install and maintain T1, DSL, and POTS lines

12.   Managed Belarc BelManage Server to track assets

13.   Repaired Dell Desktop and Laptop PCs

14.   Provide In-person support at NYC office weekly.

15.   Deploy and support End-User’s Blackberry devices.  Migrated Users to new WiFi Curves.

 

 

IBM, Southbury, CT                                                                                                                                            Jun ‘05 -  Feb ‘07

Team Lead Operator             

16. Supervised a 24/7 team of 25 Monitoring Operators

17.   Reviewed Training and Operational documentation and procedures

18.   Generated detailed problem reports, assigning to appropriate support teams

19.   Problem determination of automated trouble tickets, for validity

20.   Analyzed auto-generated error reports from variety of OSs – Windows, Linux, Solaris, AIX

21.   Analyzed and determined if problems stemmed from Server OSs or infrastructure hardware (switches, routers, etc)

 

Terminix, Wallingford, CT                                                                                                                              Feb ‘04 -  Nov ‘04

Route Coordinator / Customer Service Representative

22. Prepared Service Tickets for all Pest Control Technicians.

23.   Handled Customer issues from receipt through solution.

24.   Managed Routes for maximum efficiency.

 

New Haven Register, New Haven, CT                                                                                                  Sep ‘03 -  Jan ‘04

Vender Manager

25. Managed 9 Vending Routes, with over 600 Vending Boxes throughout 20 towns

26.   Trained and Supervised Independent Contractors to run Vending Routes

27.   Processed daily and weekly evaluation reports for all Vending Routes.

 

Customer: Verizon Wireless, Wallingford, CT                                                                                                  Apr ‘03 - May ‘03

Desktop Engineer II

28. Configuration and Installation of Desktop and Laptop PCs

29.   Provide deskside support to over 800 local Users running Win2000 on laptops and desktop PCs

30.   Developed, tested and deployed Desktop Software Images for various business units.

31.   Provided Desktop support to End Users.

32.   Tracked trouble calls through Remedy.

33.   Assisted with development and implementation of major rollout projects

34.   Researched and Implemented project to replace MS Office with OpenOffice on various groups of PCs, to save company over $400 per PC.

 

J Walter, Inc., Hartford, CT                                                                                                                              Feb ‘03 - Mar ‘03

IT Manager

35. Configuration and Administration of 6 Servers; NT 4.0, 2000, and Exchange Server 2000 w/AD

36.   Provided deskside support to 20 local Users running WinXP on laptops and desktop PCs

37.   Provided telephone support to 40 Remote laptop Users, running WindowsXP on Toshiba 6100s.

38.   Tracked trouble calls through Remedy.

39.   Managed all outside vendor support.  Evaluate and purchase equipment as needed.

40.   Coordinated and worked with Vendors to install and maintain T1, DSL, and POTS lines

41.   Provided User training, through one-on-one, and small class training.

42.   Maintained databases of System configurations.

43.   Managed software licenses, to ensure company is only operating with legal copies of software.

 

Bayer, West Haven, CT                                                                                                                              Sep ‘00 - Sep ‘01

PC Tech Lead

44. Break-fix work, network connectivity troubleshooting, Deskside support

45. Tracked trouble calls through Remedy

46. Maintained databases of System configurations.

47. Tested Software configurations.

48.   Windows2000 rollout, End-of-Lease system swap-outs, Lotus Notes R5 rollout.

49.   Primary telephone support for over 200 off-site personnel (mostly sales staff and researchers)

50.   Part of technician team supporting over 1800 end users

 

    Pepsico, Somers, NY                                                                                                                                             Jul '00 - Sep ‘00

     Software Distribution

51.   Received programs and program updates to be distributed to end-users PCs (which were locked down).

52.   Used WinInstall to take before and after ‘snapshots’ of test PC.

53.   Used HP Openview DTA and SMS 2.0, to create software packages to distribute new programs and updates. 

54.   Maintained DTA databases and distribution packages on over 400 servers.

 

Cendant, Trumbull, CT                                                                                                                                             Jan '00 - Jul '00             

Web Site and Server Monitor

55.   Member of 8-man team that provided 24 x 7 support for the company's web server infrastructure, consisting of 30 NT 4.0 servers, and 23 UNIX servers.

56.   Provided problem determination, prioritization, escalation and resolution for this operation.

57.   Monitored and analyzed over 800 Internet server tests for performance (response time & request queue) server load and connectivity/communication. 

58.   Ensured that 6 e-commerce sites running on the servers were accessible at all times (especially when a diagnostic test failed).

 

 

SNET, New Haven, CT                                                                                                                              Jun ’99 – Dec ‘99

LAN Administrator

59.   Part of 25-man team tasked to migration of over 17,000 SNET PCs over to SBC specifications;

60.   Migrated user groups and accounts from Netware (4.11 and 4.12) servers to NT (4.0) servers, along with migration of all network printers and print queues. 

61.   Upgraded PC hardware as needed. 

62.   Created and troubleshot login scripts, desktop images, rollout plans. 

63.   Aided in planning and movement of user’s PCs and user accounts as corporate restructuring dictated.  Implemented changes to user accounts; moved users from Lotus Notes to MS Exchange and Outlook; migration of specialized apps run within Notes to Intranet; etc. 

64.   Reset network passwords, manipulated user groupings, changed mix-matched account names (users access multiple servers and user groups). 

65.   Used variety of software tools to accomplish tasks, to include; Syscon, User Manager for Domains, Policy Editor, and Ghost.  Supported Windows95, WindowsNT Workstation 4.0, Office 97, Outlook 98, Exchange 5.0, Internet Explorer 4.01, Attachmate Extra!, Norton and McAfee AV, Notes 4.5.2, and a variety of specialized “in-house” applications.

 

Warnaco Corporation, Milford, CT                                                                                    Apr ‘99- Jun ’99 / Dec’99 – Jan’00

PC Support Level I

66. Break-fix work, network connectivity troubleshooting,

67. Provided telephone support on Helpdesk, tracked trouble calls through Remedy

 

Furon Corp., New Haven, CT                                                                                                                              Jan ’97 – Apr’99

Network Administrator

68. Break-fix work, network installation/maintenance/admin (60+ users); 50 Win95 clients, Ethernet LAN, TCP/IP, 10 HP 700/60 Dumb Terminals; Office95, Outlook97, ReachOut 8.4, PCAnyWhere 8.0, McAfee AV and ZAC, Lotus Notes 4.51, connectivity to centralized QAD (Unix - Progressive) system through terminal software called NetTerm. 

69. Evaluated and upgraded PCs for Y2K - most systems had been 386 and 486s running WFW 3.11 when I started. 

70. Sole MIS representative for the site – providing excellent customer support.

71. Administrated Lucent Phone Switch, installed and configured new phones as needed.

              Provided User training, through one-on-one, and small class training.

72. Tested Software configurations. Evaluated and researched new software solutions.

73. Provided Users with telephone support, taking calls through cordless phone at all times.

74. Installed, configured, and administrated HP LH-II Server, running NT Server 4.0, SQL Server 6.5

75. Managed all network hubs and T1 connection to Corporate WAN (with ISDN backups)

 

Customer:  Yale University, New Haven, CT                                                                                                  Fall 1999 & Fall 2000             

Mac & PC Technician

76.   Repaired/Upgraded/Maintained Student's Macs and PCs

77.   Upgraded and Updated various Computer Labs around the campus

 

East Coast Computers, Milford, CT                                                                                                                 Sep ‘94 - Jan ‘97             

Manager of Retail Computer Service Department

78.   Repaired and upgraded customer’s PC computers

79.   Direct customer support, resolving customer issues and complaints

80.   Supervised and trained Junior Computer Technicians

 

U.S. Army – various locations worldwide                                                                                                  Aug ‘87 - Apr ‘94             

Infantry Soldier

81.   Various duty assignments

82.   Was granted Secret Security Clearance.

83.   Team and Section Leader – managed small teams of soldiers

 

EDUCATION

 

Air Force Electronic Calibration School, Lowery AFB, CO                                                                                    Mar ’92 – Nov ‘93

Completed Electronic Diagnostic and Troubleshooting Course

 

Ledyard High School, Ledyard, CT,                                                                                                                 Sep ‘83 - Jun ‘86

General studies, High School Diploma, CAD certificate