Todd Gates
Fallsington
Overview
21
21
years of professional experience
Work History
Network Engineer
The Logic Group
01.2019
- MSP providing all business needs for over 30 small to medium clients
- Using Connectwise to manage all service tickets, projects, scheduling, time tracking and billing, Software/Hardware break fix issues of any kind
- Disaster Recovery and nightly backups
- Supported all Windows Operating Systems and Mac OS systems
- All system and server maintenance/upgrades
- Microsoft Exchange and Office 365 on the cloud
- Active Directory and Group Policy
- ESET and Malwarebytes for anti-virus
- All hardware printer support and setup\pushing out to users via polices
- Experience with Medical software following HIPAA guidelines
- Any Network/DCHP issues and upgrade/monitoring of their networks
- Strict following of all clients' standards and procedures
- Always providing an excellent example of customer service on all levels for each client.
End User Support Specialist
Cenlar FSB
10.2020 - 10.2022
- Handled on-site and remote users for six buildings
- Providing day to day support
- Using FootPrints as their ticketing system
- Supported laptops, Chromebooks and Thin Clients for users
- New Hires; building users laptops, imaging, setup users equipment at work stations and provided training
- Handled shipping of equipment, incoming and outgoing
- Decommissioned three buildings
- Provided asset management tracking via the software Wasp
- Moved and setup equipment to the remaining three buildings
- Setup\organized old or broken equipment to be Scrapped
- Phone upgrades, software upgrades, hardware upgrades and office moves
- Supported moves during late nights and weekends
- Provided AV support for all corporate meetings
- Worked with HR in regards, to new hires and office moves.
Desktop Support Technician
Law School Admission Council
01.2009 - 01.2018
- Provided desktop support via remote and deskside, face to face interaction
- Performed user support for multi-platform computer network for both PC’s and Macintosh systems
- Create Track and Update Tickets in HEAT tracking system
- Troubleshoot various issues including hardware, software as well as any other problem
- Used log me in rescue to help users remotely
- Supervised cooperative education students and temporary staff
- Taught new features in Office 2003/2010
- Use of Active Directory to reset password and unlock accounts
- Imaged and deployed new computers for new users
- Identified and diagnosed software and hardware problems for internal employees
- Create and Maintain downtime reports for all servers and applications in the company
- Maintain the uptime available charts for the company
- Trained temporary and co-ops on all application as well as wrote the employee manual Participated in interviewing and hiring decisions
- Use of Altiris to push out software to end-users
- Use of Configuration Manager Console to run software reports
- Participate in Lunch and Learn to share IT knowledge
Trainer
Wyeth/Computer Aid Inc.
01.2008 - 01.2009
- Maintain and deliver new analyst training and cross training for current analysts
- Ensure that all analysts are compliant with all SOP and other policy training
- Help provide quality assurance monitoring for the client and provide operational management support
- Monitor the queue, representing CAI management at team meetings, interview possible new candidates, and interfacing with the client directly about many varieties of projects
- Also take calls as an analyst when no training is in process
- Provide technical support for issues ranging from Novell and Windows logins, site-specific application support, MS Office, and troubleshooting hardware issues with laptops, desktops, and printers
- 2009 Green Team Graduate from CAI.
Helpdesk Specialist
BMS/Computer Aid Inc.
01.2007 - 01.2008
- Point Person for the Remote Access Team and Lead for the Internal Review Team
- Trouble shooting software for clientele off site by means of Console One, Timbuktu and Remote Desktop
- Used remedy for the ticket tracking system, ticket creating and used Avaya for phone connectivity
- Software used to trouble shoot consists of Windows XP, Internet IE, Novell, Thunderbird, McAfee Antivirus, Odyssey, Oracle Calendar, LANIER products, password management, and wireless LAN connections
- Worked from home via BMS equipment did so three days a week.
Operator
Stony Brook Regional Sewerage Authority
01.2005 - 01.2007
- Supported three treatment plants and three regional pumping stations, provided sewage treatment service to six towns in Mercer and Middlesex Counties
- Operated two multi-hearth sludge incinerators and provided sludge disposal services for other municipalities
- Maintained all equipment and machines, used in-house software and networking for troubleshooting.
Help Desk Specialist
Charming Shoppes Inc.
01.2002 - 01.2005
- Supported Lane Bryant, Fashion Bug and Catherine’s stores
- Tier Two associate responsible to oversee Tier One activities and support
- Trouble shooting software and hardware for clientele off site
- Used Support Magic as the ticketing software
- Worked closely with all Supervisors regarding software issues to resolve
- Performed all VPN and Telecommunications troubleshooting
- I was also trained in Crystal Reports.
Education
Associates Degree- Computer Engineering Technology -
CHI Institute
Southampton, PA01.2002
Skills
- Network configuration
- LAN switching technologies
- Layer-2/3 protocols
- IP Addressing and Subnetting
Keywordsummary
Diversified work experience, with heavy emphasis in information technology. Spent my years advancing hardware, software applications, and networking technologies. Highly dependable, punctual, and efficient. Take pride in excellent Customer Service and a job well done. Able to prioritize workload/ meet deadlines.
Timeline
End User Support Specialist
Cenlar FSB
10.2020 - 10.2022
Network Engineer
The Logic Group
01.2019
Desktop Support Technician
Law School Admission Council
01.2009 - 01.2018
Trainer
Wyeth/Computer Aid Inc.
01.2008 - 01.2009
Helpdesk Specialist
BMS/Computer Aid Inc.
01.2007 - 01.2008
Operator
Stony Brook Regional Sewerage Authority
01.2005 - 01.2007
Help Desk Specialist
Charming Shoppes Inc.
01.2002 - 01.2005
Associates Degree- Computer Engineering Technology -
CHI Institute
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