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Cayden Smith
309 Berry Road, Homewood, AL 35001
cayden@yahoo.com
205.821.9876
Network and Computer Support Specialist
Professional Experience
Synergis/Southern
Company, Birmingham, AL
8/2009 – 3/2012
HD Analyst II
Responsible for all
front line calls at ITHD. Provided remote support for users at Southern Company
which includes Alabama Power, Georgia Power, Mississippi Power, Gulf Power,
Southern Nuclear, and SCS Services. Used remote tools including SMS and Remote
Assistance to connect to user's machines to troubleshoot and resolve issues.
Provided support for over 20, 000 workstations, numerous servers, network/local
printers and over 4000 applications. Also provided support for iPhones, iPads,
Androids, Blackberries and other devices. Full support for all RSA
tokens/Smartcards and remote products, Cisco Anyconnect, TS Gateway and Access
Anywhere.
·
Had
over 75% FCR (First Call Resolution)
·
Had
over 100% Documentation
·
Had
over 99% Customer Satisfaction (Never got a bad survey)
·
Had
over 75% Availability
CTEK, Selma, AL
2003 - 2009
Owner/Network
Specialist
Established a
computer networking and support business in Selma, Alabama, to provide professional
services for local businesses and individuals.
Responsible for maintaining and building new client relationships by
providing cost effective solutions.
Proven record of implementing secure networks within budget. Coordinate,
manage, and support all phases of project-based efforts. Prompt in response to service calls, virus
infections, and emergency issues.
Ability to organize, prioritize, and process a large volume of calls
within established deadlines. Documentation of all contracts and service
requests.
·
Successfully
obtained contracts with local clients including Selma/Dallas County Community
Action Agency, Selma Housing Authority, Selma EDA, Vaughn Community Health
Services, UAB Family Medicine, and Cahaba Mental Health Services.
·
Provide
networking and support for the Alabama Office of the Courts in Dallas County
and surrounding areas. This includes the
District Attorney's Office, Sheriff's Department, Worthless Check Unit, and
Juvenile Detention Facilities.
·
Provide
LAN/WAN implementation, Cisco router configuration, Satellite installation, and
testing of all new hardware and software at multiple locations.
·
Collaborate
with customers to define project requirements, develop bids, and negotiate
contracts.
·
Rigorous
testing of new hardware/software packages to ensure customer satisfaction.
·
Complete
all contracts from NET/CVS, NDI, AT&Y, Kforce, TekSystems, CMS, ComSys and
other jobs in the area.
·
Server
implementation and administration for local businesses using NTServer and 2003
Server.
Computer &
Data Network Services, Selma, AL 2002 - 2004
Contractor -
Network/Computer Technician
Hired to provide
network and desktop support for local and remote clients on a contract
basis. Worked with clients in regards to
resolving business need, architecture, cost, and time of project. Provided documentation on all completed work
orders, noting problem resolution and amount of time spent on each individual
job.
·
Responded
to and solved customer software and hardware related issues in a timely,
efficient manner.
·
Installed
Cat 5 Cabling, Hubs, and Routers to meet the networking needs of the client.
·
Upgraded
Servers, PC's, and Laptops by installing more RAM, larger capacity Hard Drives,
faster Processors, and other peripheral devices.
·
Responsible
for DSL, Cable, and analog modem installs, as well as setting up multiple email
accounts.
·
Provided
service for the end user at both their business and home locations to
trouble-shoot the problems in their natural environment.
·
Used
diagnostic tools, test equipment, and trouble-shooting skills to determine the
cause of the network or computer problem in order to offer time-efficient means
of resolving the issue.
·
Received
award for Best Computer Network & Repair Company in Dallas County for the year
of 2003.
Protective Life
Insurance\Fortis Inc., Birmingham, AL 2000-2002
Workstation
Support
Provided support
for over 500 workstations, laptops and printers located in the Benefits
Division. Provided remote support for Sales offices in Phoenix, AZ and Dallas,
TX. Led in conversion of data, programs, and hardware from Protective Life to
Fortis Inc. Exceeded expectations and time limitations on all Move, Add,
Changes (MACS), and Service Calls in my Cost Centers.
·
Standardized
the workstations in my cost centers utilizing Norton Ghost Corporate Edition to
create basic loads for each business unit's job position.
·
Preventative
maintenance and standardization resulted in a 90% drop in problem calls.
·
Created
and tested all user ID's and passwords to make sure each user had only the
access granted by their position within their business unit.
·
Project
Manager of the MS Windows 2000/Lotus Notes R5 upgrade for the entire Dental
Benefits Division.
·
Converted
the Dental Benefits Division from Protective Life Citrix Servers to the Fortis
Citrix Servers.
·
Headed
the conversion for the Smart Stream Accounting System from Protective Life in
Birmingham to Fortis Inc. located in Kansas City.
·
ICVerify
Server Administrator for the Group Administration Department of the Dental
Division.
·
Extensive
Hands-On experience installing various hardware, software, and operating
systems.
Education
Auburn University – Montgomery, AL – Information
Systems – 2000
Specialized Training
Alabama Technacenter – Montgomery, AL – Windows
NTServer Training – 1999
Certifications
MCP – Microsoft Certified Professional – 2000
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