Johnny E. Gilbert
Summary
IT Professional providing world class technical computer support to both internal and external customer’s teams including employees, sales team and business partners. Key services included assisting in trouble calls, deployment of new and upgraded equipment and software, closing daily procedures and creating monthly reports. Rendered support onsite and remotely. Ability to work independently, in teams and effectively with end users.
TECHNICAL SKILLS :
Programming: Oracle 11i, Dreamweaver, Cisco Router Installation and configuration, PL/1&2, C Language, JAVA Script, HTML Design, Dream Weaver, some PHP, HotMetal
Software:Windows XP & 7, Microsoft Project 98 & 2007, Power Pint 2007, Excel 2007, Word 2007, Previous Microsoft Office Suites, Adobe Acrobat, Labview, SnagIt, desktop office applications, e-mail, anti-virus and clinical and business software
Operating Systems: Windows 7, Sun Solaris 2.6, DOS 6.22, Windows 3.11, Windows 95/98. 2000 & XP, Windows NT 4.0 Workstation, Windows NT 4.0 Server
Hardware: PCs, laptops, thin clients, monitors, printers, scanners, modems, PDAs, basic networking
PROFESSIONAL EXPERIENCE:
Micro Motion 2007-2010-IT Support Analyst II
Prepared, distributed, and evaluated helpdesk measures on a weekly and monthly basis as needed to monitor helpdesk operations.
Directed staff of 5 technicians in the delivery of day-to-day helpdesk efforts including prioritization, documentation, escalation, and resolution of information system products and services within agreed Service Level Agreement.
Assets Management including Appropriations Requests, hardware and software ordering, budget preparation and use of asset management tools.
Single Point of contact for troubleshooting efforts between on site and global support teams.
Represent Micro Motion's users by participating on global support conference calls.
Maintain and enforce system policies and procedures, including hardware and software standards, support Service Level Agreement, and incident flow including escalation.
Oversaw the use and maintenance of helpdesk tools such as HP Open View ticketing system, knowledge management, and asset management
Installation, maintenance, troubleshooting of desktops, laptops, thin client computers, both with software and hardware
Assisted other departments with IT assigned functions such as check printing and other support activities.
University Colorado 2005- 2006-Data Entry
Processing W-4s, W-5s and Direct Deposits
Filing
Researching Lost Hand Drawn
Echo Star Corporation 2002-2004--Business Analyst I
Software and Hardware Installation
Troubleshooting PCs and Servers
Setting up accounts in Active Directory and providing Security
Connecting Networks
Writing and running reports for SQL
Coordinating Releases of software and hardware implementation
CISCO Corporation 2000-2002--Critical Account Manager
Set up test beds to simulate customer issues with VPN 5000 Concentrator and Client.
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Installed and configurated routers.
Reported to the Director each week on all Critical Accounts.
Implemented conversion of existing Contacts and Software Releases for VPN 5000 products including client/server.
Handled customer issues passed on from Technical Support and supervised reproduction in labs.
Developed and maintained spreadsheet and reported customers issues to the Directors and Management Teams.
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Involved in the interviewing and hiring process for team
US West/Qwest Corporation 1998-2000--Project Manager
Maintained system hardware and software installation and compatibility.
Retrieved database reports for Director via Business Object and Excel.
Trained users when required. Managed and maintained inventory of components.
Served as Technical Support Engineer for 14 states.
Performed office automation applications such as Payroll, Boss, Individual Desktop (ID), Sonar, word processing, database, Excel spreadsheets and Power Point.
Wrote Technical Reports on performance and evaluation of US West/Qwest applications including Payroll, Sonar, Boss and ID.
Retrieved database reports for Director via Business Object and Excel.
Promoted to IT Manager to oversee 12 Project Managers on technical and non-technical projects for the business.
HONORS AND OTHER ACTIVITIES:
Volunteer Teacher for Adult Literacy Program
Volunteer for Women Outdoors Wilderness
Board Of Directors For Boulder County Safehouse
United Way Committee Member For IBM Corporation
International Women's Week Conference
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