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Farrah Austin

309 Koop Deville ~ Gentry, Arkansas 98761

316-648-9876 ~ farrah-austin@cox.net

Qualifications

Solutions-focused, team oriented Senior Technical Support Analyst/Technician with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies. Highly experienced in the areas of PC troubleshooting and repair, help desk support, and network administration including the administration of user workstations, servers, and LAN/WAN, Environmental systems installation, programming, and support. Proven ability to successfully analyze an organization's critical support requirements, identify deficiencies and potential opportunities, and develop innovative solutions for increasing reliability and improving productivity. Extensive experience with computer hardware and software, including installation, configuration, management, troubleshooting, and support.  Experience installing, programming, and supporting environmental systems hardware and software.

Technical Skills

Linux/Unix · Windows 9x/NT/2000/XP/VISTA/7 · Windows 2000/2003 Server · Novell 4.0 Server Lotus Notes 4.6/6.0 · Citrix Meta-Frame · Command Line · IBM Blade Center · MS Office 2003/2007 BlackBerry· Adobe Photoshop/Acrobat ·McAfee Antivirus· Remedy · Maximo · Veritas Arc-Serve · Nortel Networks IPSEC · MetaSys CCT/SCT/HVAC Pro

Professional Experience

Johnson Controls, Inc. - Fayetteville, AR

2009 – Present

Contractor – Environmental Systems Technician/Programmer

· Install and program Johnson Controls VMA, FEC, NAE, NCE controls per University of Arkansas

   engineering drawings.

· Adhere to specifications set forth by engineering to meet with certified air quality test requirements.

· Using Johnson Controls proprietary software applications, build extensive databases to be uploaded to

   NAE or NCE CPU.

· Work with electrical and mechanical technicians to troubleshoot wiring issues and assure BAC NET

   integrity.

· Install, configure, and program wireless temperature sensors, repeaters, and coordinators as required.

· Maintain proficiency with MetaSys CCT, SCT, and HVAC PRO systems configuration applications.

    

R&R Solutions, Inc. - Gravette, AR

2009 - 2009

Contractor - IT Customer Service/Help Desk

· Provide support for field technicians in the removal and verification of  IBM blade servers

· Identify any issues and log into Remedy and R&R Portal system

· Verify Proof if Installation documentation and approve images and serial numbers uploaded into R&R Portal

· Provide support to IBM’s help desk to confirm and verify Blade retrieval and Blade chassis realignment

CTG, Inc. - Bentonville, AR

2009 - 2009

Contractor - IT Customer Service/Help Desk IBM, Inc.

· Perform IBM Blade Center server installation verification and testing using Command Line

· Identify any issues and log into Remedy and Project Tracker

· Work with Wal-Mart associates via telephone to guide them through the server install into the Blade chassis

· Provide support for IBM CE’s to confirm and verify overnight system’s installations and repairs

TEK Systems, Inc. - Wichita, KS

2006 - 2009

Contractor - IT Customer Service/Help Desk for Spirit Aero Systems, Inc.

· Perform second-level problem resolution for delivery systems issues utilizing remote access via Net Meeting,

  Web-X, Remote Assistance, and Live Meeting.

· Identify and evaluate complex customer requirements and recommend solutions

· Provide extensive support for company-wide migration from Windows 2000 Professional to Windows XP

   Professional

· Perform remote connection to customer‘s PC and install printers, software, and correct OS/Applications

   issues

· Log all customer requests and document resolution via Maximo ticketing system

· Perform password resets within a Windows/Unix/3270 mainframe environment.

· Assist customer with wireless connectivity issues and setup

· Provide Citrix Meta-Frame support for remote VPN users and off-site vendors

Austin Computing Solutions - Augusta, KS

2002-2006

Company Owner - PC/Network Technician

· Performed hardware and software installations and provided high-level customer care, training, and technical

   support for business and personal PC’s.

· Assembled and installed a wide array of computer systems, workstations, and peripheral hardware.

· Install, configure, and maintain LAN peripheral equipment including wireless networking components

· Perform customer satisfaction follow-up and billing

 LSI Logic, Inc.- Wichita, KS

1997-2002

Company Owner - PC/Network Technician

· Created and maintained user accounts, managed, and updated servers as required and maintained records

   regarding server up and down time.

· Served as primary focal in the setup, maintenance, and repair of all sales force and executive laptops utilizing

   Ghost to create backup of each customer‘s system for timely recovery

· Installed, setup, and maintained Windows 2000 Advanced Server systems to function as Meta-Frame servers

   which provided applications for a 20 seat training facility

· Installed and maintained Lotus Notes 4.6 and 5.0 systems including Domino Server

· Configured data center server rack mount unit to include layout and mounting of all servers, arrays, switches,

   cable routing systems and tape backup units
 

 Via Christi Health System - Wichita, KS

1995 - 1997

Senior PC/Network Support Specialist/Help Desk Lead

· Provided hardware and software support to Via Christi, St. Joseph, and all remote medical facilities within the

   system

· Established prioritization of workloads and task assignments for systems support technicians

· Worked directly with management to enhance help desk techniques

· Performed all aspects of PC setup, troubleshooting, and repair

· Selected and scheduled training for all systems IT Support Specialists

Education

Appalachian State University Boone, N.C.   
BS Electronics Engineering   
BS Post Secondary Education

Cape Fear Technical Institute Wilmington, N.C.   
A.A.S. Electronics & Instrumentation Technology   

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