Harris Richard Gleen - Shelton, Connecticut

Shelton, Connecticut

Computer Hardware, Internet / IT, Software & Services

I am in iterested in technology. I use the computer for my everyday tasks such as my checking account, as a PIM for scheduling appointments and reminders, for creating and recording music. I also like to keep current with the latest technologies. I have created a wired and wireless computer network in my home.

Sep 05, 2008

Harris Richard Gleen
179 Kneen Street

Shelton, CT 06484

(203) 922-8049
Cell Phone: (203) 640-1020
gleen@sbcglobal.net

Technical Support

Summary


. Technical Support/Help Desk Analyst with 14 years experience
diagnosing and resolving end users technical hardware and software
related problems.
. A+ Certified.
. Proficient in Windows-based environments, Novell, Internet, Lotus
Notes and MS Office applications.
. Working knowledge of Networking Protocols and Topologies.
. Experience diagnosing Homerun and Coax Network related problems
remotely using PC Anywhere including after hour's pager support.
. Able to clearly understand the end users problems and find positive
solutions through use of troubleshooting, problem solving, teaming and
communication skills.
. 80% first call resolution.
. Detailed documentation of the problem description through resolution.
Lotus Notes R6 Help Desk Certification.
. Successfully completed HIPPA training.

Experience:




August 13, 2007 to February 13, 2008

Tristate Teamsters, 25 Research Drive Milford CT 06460-8516
Desktop/Help Desk Support
. Setup and verification of nightly backups for the AS400 and Citrix
servers.
. Diagnose and repair all basic network issues affecting the end user.
. Troubleshoot and fix all PC/Thin Client issues.
. Provided support for the AS400 running IBM 5250 Emulation.
. Install and test upgrades to PC's /Thin Clients utilizing Windows
Server 2003, Windows XP, Active Directory and Neoware's EZ Remote
Manager.
. Setup end user desktops on Citrix Server's.
. Upgraded PC's and Thin Client's to Citrix Desktop, which utilizes load
balancing.
. Updated security settings for printers and created additional printer
groups in Active Directory.
. Processed daily data processing and ran all related reports in a
timely manner.
. Created system documentation and updated existing procedures.
. Mentored with an IT systems consultant to assist with IT related
projects.




February 28, 2007 to June 08, 2007

Unimin Corporation/A+ Staffing, 258 Elm Street New Canaan, CT 06840-5309

Help Desk/Desktop Support Technician Contract Position

. Provided phone support as well as desktop support to an executive
staff at Unimin's Corporate Headquarters.
. Image PC's. utilizing Ghost.
. Performed the data transfer from PC's coming off lease and the roll
out of new PC's to replace them
. Setup, configuration of PC's, printers and other peripherals.
. Responsible for tape backups initialization and rotation for offsite
storage.
. Provided systems administration in Windows XP and Novell Netware
. Performed printer maintenance and troubleshooting.
. Setup and configuration of Lotus Notes 6.54.
. Utilized Itivity software to perform remote diagnostics.
. Installation and configuration of Mozilla Firefox.
. Configuration of IBM ISeries Navigator for the AS400.












Health Net - One Far Mill Crossing, Shelton CT 06484 (203) 225-8185

April 2002 to January 2007


Technology Help Desk Analyst

. Answer incoming calls from end users and input the information into
Heat and Remedy help desk software.
. Performed quality testing to assist with the transformation from Heat
to Remedy help desk software.
. Instrumental in supporting the migration from GroupWise to Lotus Notes


. Document and answer E-mail sent to the Help Desk mailbox in Lotus
Notes and Voice Mail.
. System Administration in Novell, Windows 2000, and all supported
software.
. Resolve problems in AS400 (Rumba, Spirit, Symphony and Shadow) by
configuring system settings and resetting IP addresses.
. Trouble shoot and resolve hardware and software related issues using
Microsoft NetMeeting and Zen Works 4 Console One.
. Connect to remote users using Citrix Metaframe/NFUSE to resolve
hardware and software problems.
. Escalate priority one issues by notifying Net Ops in California and
changing the Help Desk Voice Mail to notify the end users of a
developing situation.
. Dispatch Technician's to Health Net sites throughout the Northeast and
West Coast.
. Interact with Desktop Engineering, Access Administration, Field
Service and Net Ops to arrive at a timely solution.
. Job shadowed with the Network Engineer to gain an understanding of the
companies network infrastructure.
. Replaced blades on the network after hours with the Network Engineer.

Software Supported: Novell, Nwadmin, User Manager, Console One, Windows
2000, Microsoft NetMeeting, Lotus Notes R5, GroupWise, AS400, Rumba,
Spirit, Symphony, Shadow, Imax, Heat, Remedy, Meeting Place, Business
Objects, IHealth, Citrix, Citrix NFUSE, Citrix Console Management (CMC),
SAP, Rockwell

Fitlinxx - 860 Canal St. Stamford, CT 06902 (203)708-5139

May 1999 - April 2002


Solution Engineer

. Answer incoming calls from customers and input the information into
help desk software called Support Logix.
. Provide technical support via the telephone and remote software to
resolve our customers post-installation questions in a timely manner.
. Order the necessary parts to resolve customers in warranty and out of
warranty issues.
. Dispatch Field Technicians to perform on-site service when necessary.
. Install software upgrades and provide database maintenance remotely
using PCAnywhere, SQL and Dial-Up Networking.
. Worked with the Q/A department to trouble shoot and test pre-release
versions of the company software.
. Worked with the Development department to establish defect ids for
software problem and resolution.
. Provided after hours and weekends technical support for priority one-
network outages.
Software Supported: Windows 98, Windows 95,Windows NT 4.0, MS-DOS,
pcAnywhere, SQL, Support Logix, Codewright, Microsoft Access


DMS/AFS Technologies, Inc. - 284 Quarry Road Milford, CT 06460 (203) 874-
6019

August 1998 - April 1999


Help Desk

. Assist in the daily operation of the Help Desk utilizing software
programmed in Synergy and running under a VMS operating system using
Pathworks, Powerterm and KEA.
. Provide Customer Support for the Food Service Industry using Eagle &
ShopAt Food Service software.
. Generate open and closed call reports.
. Update an Access database, which I developed, which tracks the problem
and resolution of problems with Eagle and SHOPAT Food Service
software.
. Dial into customers computer systems to resolve software problems.
. Distribute calls to programmers based on product knowledge.
. Prepare paperwork for monthly billing.
. Activate software licenses.
. Make cables for shipment with customer systems.
. Responsible for the setup & maintenance of the daily backup
Software Supported: VMS Operating System, Pathworks, Powerterm, SHOPAT,
KEA, Backup Exec, MS-Office 2000, MS-Office 97, Remote Access, Net Manager


PCNET Inc. - 100 Technology Drive Trumbull, CT 06611 (203) 452-8536
August 1994 - September 1998
Help Desk, Purchasing
. Assist in the operation of the Help Desk in a Call Center environment.
. Perform Setup of the STX EDI program which imports Purchase Orders
Received from Pcnet by Ingram Micro, Intelligent Electronics, and Tech
Data, also this program receives all EDI Purchase Order transactions
from SNET.
. Input all Time Records for all Company Technicians
. Monitor all Systems operations including the Fax Server, STMP Mail
Server running on Unix, Internet Server, PCNet Direct Servers, and STX
EDI Server.
. Perform System Backups of PCNet Production System running under Novell
3.51
. Set up Systems to Run the Nightly Batch Reports.
. Coordinate with Vendor's the Return of Unallocated Inventory.
. Update PCNet Production System with Current Status of Vendor
Confirmation of Purchase Orders.
. Scheduled all Sales Orders for Configuration based on information
obtained from the PCNet Production System and Vendor Confirmations.
. Report directly to the New Jersey Sales Director with the daily
support of Corporate Sales and Proposals.
. Responsible for purchasing of all replacement computer components.
. In charge of ordering, processing and monitoring of all warranty
claims and labor credit for replacement computer components under
warranty.
. Process the billing of all onsite sales orders and maintenance
contracts.
. Create and track repair orders from induction to billing and shipping.
. Update spreadsheet which shows revenue earned from all business
generated daily.Generate all return to vendor debit memorandums.
Technical Skills: Novell, EDI, MS-Office 97, Mcafee's Umbrella Help Desk
software.

Northrop Grumman Norden Systems - 10 Norden Place Norwalk, Connecticut
06855
(203) 852-5000

December1981 - August 1994


Service Repair Order Administrator

. Receive all incoming hardware and Process all service repair orders
utilizing a government warehousing program called Gold Plus.
. Provide Product Support and the Program Office with current status
reports utilizing Gold Plus and the Service Repair Order Program an
inventory Program which I developed using Dbase III Plus.
. Maintain programs, which I developed in Basic that provided sequential
numbering used to create logs for tracking shipments.
. Develop and maintain charts in Harvard Graphics to show trends in
workflow.

Software Supported: Dbase III Plus, Fox Pro, Word Perfect, Professional
Write, Lotus 1-2-3, Quatro Pro, Harvard Graphics, WinFax Pro, PROCOMM Plus,
Ms-Mail, Quicken Software.


Education


Programming/Computer Science, 1991

Computer Processing Institute, Stratford, CT

Business/Computer Science,
Norwalk Technical Community College, Norwalk, CT

A+ Certification
HIPPA Training.
Help Desk Support for Lotus Notes R6
Active Directory Fundamentals
Dale Carnegie Training.
1 to 1 Customer Service Certification

Programming Languages
JCL, Assembler, Cobol, Basic, Dbase III Plus,

References: Available upon request.