Philip K. Eyrich Email --- pkeyrich@yahoo.com Phones -- 916-801-4753 Cell; 253-830-9259 Fax Address - 2615 D Street, Apt 9, Sacramento, CA 95816 Web ----- http://www.geocities.com/delltechl2/ GENERAL QUALIFICATIONS • Seasoned expert in configuration and testing of PC software, hardware, peripherals, and networks with a strong ability to be analytical and methodical in solving problems and creating new solutions; over 21 years professional experience. • Administrative and support experience with Microsoft Windows 2000 and 2003 servers using Active Directory(AD) creating, modifying, and retiring/terminating accounts, and modifying permissions to users, groups, and file shares. AD scripting experience with logon script modification and VB scripting to assure each system had Domain Admins as a member of the Administrators group. • Administrative and support experience with Exchange 2003 creating email accounts for people and groups. Supported Outlook 2003 and 2007. • Provided technical support in person, by remote control software, by email, and by phone; Help Desk skilled with various software packages, such as c.Support, Track-IT, Magic, Remedy, and HEAT. Familiar with SMS 2003, VNC, Remote Desktop, Citrix, PC Anywhere, WebEx, and Dell’s custom software. • High volume detailed work performed for Softwaire Centre’s Accounts Receivable and Inventory needs. My work was focused, fast, and accurate to the penny. This skill transferred to Help Desk ticket processing for account changes, etc. • Installed and configured Citrix client on all workstations; installed and published applications as needed on Citrix servers. • Experienced with: antivirus, spyware, and hard drive utilities; Microsoft Office 2003/2007, Novell clients, Citrix, Lotus Notes 5.0/6.5, Ghost, tape backup software, driver installations and updates; security software – IBM/Lenovo, PGP, and Microsoft EFS; and many other applications. Basic knowledge of UNIX, AS/400, and SQL. • Maintained a library of current software, diagnostics, drivers, and firmware - available for easy access and deployment. • Researched, specified and recommended PC solutions. Configured and tested PC software, hardware, peripherals, and networks. Trained users on systems as needed. • Performed needs assessments and system analysis for migration projects to ensure data transfer and minimize user impact. • Heavy experience with IBM/Lenovo desktops and notebooks, including the use of Ghost to image systems. CoreLogic uses 97% IBM/Lenovo equipment and there were over 380 systems. • Provided technical support for Apple customers. Provided technical support for Macintosh systems running OS 9 and OS X (Jaguar, Panther, and Leopard). • Fluent in HTML coding using Notepad with some programming in JavaScript, VBScript, and Java. PROFESSIONAL EXPERIENCE INSIGHT GLOBAL INC/CREATIVE TOUCH INTERIORS, Sacramento, CA AD Migration Technician, April 9, 2008 – June 2, 2008 Migrated user profiles and computer accounts from one domain to another. Required knowledge and use of Active Directory. Also updated all systems with current Microsoft patches, and verified/updated the Symantec Antivirus client on all computers. The migration moved Windows 2000 and XP systems from a Windows 2000 Server domain to a new Windows 2003 Server domain. I also provided post-migration end-user technical support. AD script modification and support. R SYSTEMS/CALIFORNIA DEPARTMENT OF HEALTH CARE SERVICES, Sacramento, CA Security Updates Technician, January 22, 2008 – February 15, 2008 Used SMS 2003 to generate reports of which computers were lacking proper Microsoft security patches; coordinated a time with the end users to allow me to logon by remote access tools, apply the updates, restart the computer, notify the end user their computer had been updated; provided a report of all updated systems to management. DIRECTAPPS INC/SUTTER HEALTH, Sacramento, CA PC Replacement Technician, August 7, 2007 - August 29, 2007 Replaced existing PCs with new ones imaged as directed. FIRST AMERICAN CORELOGIC, Sacramento, CA LAN Services Support Technician/Help Desk/Desktop Support Analyst, September 26, 2005 – July 13, 2007 Provided support for 250 users on-site and at remote locations; provided server level support to Windows based business application servers; resolved issues from end users as received by phone, walk-by, and from the c.Support ticketing system; on-call after hours support with 15 minute response time; maintained corporate LAN user services; administered corporate email, network file server facilities, AD scripting, wireless network, VPN server; Shoretel phone system, and SMS 2003; supported Production Windows servers (including Citrix) where required; created purchase orders and then installed and configured software and hardware when products arrived; installed Citrix client on all workstations; published applications on Citrix server as needed; SQL basic installation of server and connectivity software, quickly resolved systemic end user technical issues; improved system security by increasing password complexity, setting default screen saver to lock workstation after 15 minutes, and implementing PGP Email and Whole Disk Encryption; improved customer experience by using remote control solutions like VNC and SMS; supported Mac notebooks; possess the ability to ascertain key technical issues from diverse technical symptoms; able to understand technical issues based on descriptions from non-technical customers. *** CONTRACTOR FOR VARIOUS CLIENTS FROM JULY 2001 THROUGH JULY 2005 *** SAPPHIRE TECHNOLOGIES/CALIFORNIA GOVERNOR’S OFFICE OF EMERGENCY SERVICES, Sacramento, CA Associate Information Systems Analyst, October 22, 2004 – June 30, 2005 Deskside support for 65 users; supported Compaq, Gateway, HP, and IBM desktops and notebooks running Windows 98, 2000, and XP in a network environment of Linux, Unix, Windows NT 4, Windows 2003 (Active Directory), and Novell; created, managed, and disabled user accounts, reset passwords and updated user groups; supported Office 2000/2003 and Lotus Notes 5.0/6.5; migrated systems from Windows 98 and 2000 to XP, and from Lotus Notes 5.0 to 6.5. CIBER INC/SACRAMENTO COUNTY DEPT OF HEALTH AND HUMAN SERVICES, Sacramento, CA DHHS Support Center Analyst, August 18, 2004 – September 13, 2004 Provided Help Desk support for over 4000 users; trained for HIPAA compliance of all users; solved 75% of calls by phone, with an average call length of 12 minutes; most of the systems were Windows 2000; used Active Directory to validate users, reset passwords, and update user details; heavy use of VNC for call resolution; dispatched technicians for deskside support needs. K-FORCE/COLDWELL BANKER, Sacramento, CA PC Technician, July 30, 2004 – August 6, 2004 NRT Active Directory Migration Project; Post-migration end-user assistance, verified Active Directory migration success. RAPIDIGM/U.C. DAVIS MEDICAL CENTER. Sacramento, CA Programmer Analyst, July 5, 2004 – July 16, 2004 PC replacement project; upgraded end-user systems to newer equipment, migrating data as needed. VOLT/APPLE COMPUTER, Elk Grove, CA AppleCare Technical Support, March 26, 2004 – July 1, 2004 Frontline Technician (Customer Help Desk). Responsible for troubleshooting and resolving customer Macintosh hardware, software and connectivity problems over the phone. Requires solid technical knowledge, telephonic troubleshooting and hands-on experience with computers including hardware, software, internet, operating systems, networking and other computer related problems. Also requires customer service experience in the computer industry. Strong written and verbal communication skills. Flexible in terms of working schedule. Type a minimum of 30 WPM. Successfully passed a drug screen and background investigation as is a requirement for employment. Support Mac OS 9 and OS X operating systems, and all Apple software and hardware. Sold warranty upgrades, hardware, software, and more. Completed Apple's 4 week training on Apple products. TECHLINK SYSTEMS/HEWLETT-PACKARD, Roseville, CA Parts Quality Escalations, July 29, 2002 – January 31, 2004 Investigate and escalate parts quality issues using my PC Technician and Help Desk technical experience. Works with customer service, end-users, authorized service providers, and HP engineers. Uses computer technical skills for analysis of reported parts failures. The cases handled are only those where a replacement part was shipped twice, and failed to resolve the problem. Occasionally HP hardware was used with non-HP equipment, and this required conference calls for support with the other hardware vendors. Logistics issues also processed. SPHERION/DELL COMPUTER CORPORATION, Austin, TX Sustaining and Test Technician, July 26, 2001 - November 21, 2001 – Used my PC Technician and Help Desk experience to test systems that are currently shipping or have shipped in the past with new BIOS updates, accessories, system drivers, and operating systems. Required proficiency in MS Windows 9x, Windows NT, Windows 2000, Windows XP, Ghost imaging software, and with image verification. Also required computer setup and troubleshooting of systems in various hardware configurations for multiple hardware platforms – portables and desktops. Report issues with detailed results to Dell engineers. Test Microsoft Whistler (Windows XP Pro and Home) on Dell computer systems. Tested with RC1, RC2, and additional XP releases. Test plans included clean installations and upgrades/migrations from other Windows versions - Windows 98, 98SE, ME, NT4, and 2000. Ghost software provided the images for some tests. Tests also included third party application and hardware validation on Dell systems. Test results reviewed and escalated as necessary. *** EMPLOYEE FOR DELL AND INTEL FROM MAY 1997 THROUGH APRIL 2001 *** DELL COMPUTER CORPORATION, Austin, TX CSD Senior PC Technician Specialist B1, Level 2 PC Technician, August 3, 1998 - April 7, 2001 Supported Dell systems running Windows 95, 98, 98SE, ME, NT 4.0, and 2000 Professional with any shipped software, including such major Microsoft programs as Office 97/2000 in Small Business and Pro editions. Dimension systems Early Life Support (ELS) team player; ELS information was used to significantly reduce support costs and also to improve the customers' experience with Dell systems; tested pilot and other pre-production systems and components and reporting issues found as well as possible solutions; provided technical support within the first 30-days of system ownership to Dell's Home and Small Business customers, reported the issues customers experienced and the resolutions to the same; reports were made for every call received, and all data was entered into the I-Track database for engineers to review; participated in review teams to provide more detail as to what customers experience with Dell equipment, and also to share the same information with other ELS team members. Also provided computer technical support by telephone for Dell's Home and Small Business Group. Responsible for the resolution of hardware and software technical problems as well as dispatching service technicians (Help Desk) as needed for the replacement of parts under warranty. Responsibilities include customer satisfaction, first-time fix, call ownership, and correct determination of parts needing replacement. Possess strong telephone communication skills, much patience, and an excellent technical knowledge for troubleshooting computer systems. This position also required that I be able to walk customers through how to replace parts in their systems - even down to the motherboard and CPU. It was a combination of first level help desk support and second level PC technical support. INTEL CORPORATION, Folsom, CA Server Engineer / Contract Employee, May 1997 - December 1997 I worked on the Win/Win project as a Server Engineer using my Help Desk and PC technician skills to better implement solutions for the migration project. With minimal impact to clients, I migrated the Folsom site personal network drives from Banyan servers to Windows NT servers. As a team player, I assisted in the following: validating user accounts for migration; customer communications; testing OnTime for NT, migrated OnTime calendars from Banyan to NT, retiring Banyan servers from use in the environment, and providing some post-migration telephone technical support. Over 600 servers migrated, and over 40,000 network accounts handled. *** CONTRACTOR FOR VARIOUS CLIENTS FROM OCTOBER 1995 THROUGH MAY 1997 *** SmartSource/The Money Store, PC Technician and Help Desk, April 1997 - May 1997 Linda Rogers and Associates/County of Sacramento, PC Technician and Help Desk, January 1997 - February 1997 CalStaff Staffing Specialists: Sacramento Municipal Utility District, Software Support Technician, July 1996 - December 1996 Sutter Health, PC Software Support Technician, December 1995 - June 1996 U.S. Department of Energy, Help Desk and PC Technician, October 1995 - December 1995 OTHER EMPLOYERS INCLUDE: Softwaire Centre / MicroAge of Sacramento, Network Administrator / PC Technician, Sacramento, CA RYNO Computer Systems, PC Technician, Benicia, CA MicroResources, PC Software Support Specialist and Technical Advisor, Napa, CA Radio Shack Computer Center, PC System Sales and Support, Vallejo, CA TECHNICAL SUMMARY Hardware Experience Level Years Last Used PC Desktop Computers Heavy 11 or More 2008 Apple Macintosh Medium 2 years 2008 Digital Cameras Medium 7 to 9 2008 Flatbed Scanners Medium 9 to 11 2008 Hard Drives Medium 11 or More 2008 Inkjet Printers Heavy 7 to 9 2008 JAZ and ZIP Drives Medium 5 to 7 2002 Laser Printers Medium 11 or More 2008 Modems Heavy 11 or More 2008 Network cards Medium 11 or More 2008 Network Servers and Laptops/Notebooks Medium 11 to More 2008 PDAs running 2002/2003 Light 4 to 6 2007 Sound cards Heavy 10 to 12 2008 Tape Drives Medium 4 to 6 2006 Video cards Heavy 10 to 12 2008 Software Experience Level Years Last Used Access (all versions up to 2007) Basic Knowledge 7 to 9 2008 DOS 2.1 to 7.0 Heavy 11 or More 2008 Excel (all versions up to 2007) Medium 11 or More 2008 Lotus Notes 5.0/6.5 Medium 1 to 2 2005 Microsoft Office (all versions up to 2007) Medium 11 or More 2008 Novell Netware 2.x to 5.x Medium 7 to 9 2005 Outlook 98/2000/XP/2003/2007 Heavy 9 to 11 2008 PowerPoint (all versions up to 2007) Basic Knowledge 2 to 4 2008 Project 2003 Basic Knowledge 2 to 4 2008 Spyware Removal and Prevention Utilities Heavy 3 2008 Visio (pre-Microsoft & Microsoft versions) Light 2 to 4 2008 Windows 1.0 to 95/98/98SE/ME Heavy 11 or More 2005 Windows NT 3.5x-4.0 Server/Workstation Heavy 5 to 7 2008 Windows 2000 Pro Heavy 7 to 9 2008 Windows 2000 Server w/Active Directory Medium 2 to 4 2008 Windows 2003 Server w/Active Directory Medium 2 to 4 2008 Windows Vista (Home, Business, Enterprise) Light 1 to 2 2008 Windows XP (Home and Pro) Heavy 6 to 8 2008 Word (all versions up to 2007) Medium 11 or More 2008 WordPerfect (DOS and Windows) Medium 11 or More 2007 Macintosh OS 9 and OS X 10.2 - 10.5 Medium 2 years 2008 Language Experience Level Years Last Used BASIC Education Only 2 to 4 1983 HTML Heavy 10 to 12 2008 JavaScript Light 2 to 4 2003 Pascal Education Only 1 to 2 1988 Visual BASIC .Net Education Only 2 months 2005 Other Experience Level Years Last Used Active Directory + scripting Medium 2 years 2008 Help Desk I/II Heavy 11 or more 2008 Network (LAN/WAN) connectivity Heavy 11 or More 2008 Troubleshooting Desktops & Notebooks Heavy 11 or More 2008 Upgrade/Migrate/Replace computers Medium 11 or More 2008