My Resume

Glen Anthony Winfield

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Employment History

2016 – 2019 SCustomer Support Engineer, Veterans Affairs, New Orleans, LA
Provided Tier 2 Customer Support services utilizing VA’s Service Desk Manager System and Service Now for tracking work and updating existing tickets. Installed hardware including laptops, workstations computers and computer peripherals, networked and dedicated printers, monitors, scanners and other network devices. Configured port security, configured VLANs enabled and disabled ports on Cisco switches. Installed VoIP and TDM phones updated pcs from Windows 7 to Windows 10 and all Office suite applications Word, Excel and Outlook. Public Trust Level 4 Background Investigation completed 2/23/18

2010 – 2015 Self Employed, San Diego, CA
Provided technical support to small businesses supporting Windows 7, 8.1, printers, small business firewalls, MS Office and email clients Outlook and Thunderbird. Setup VPN for remote access, switches, VoIP phone systems, small business routers and cloud storage. Set up mobile devices for clients to access their email and data stored in the cloud. Managed and supported WordPress websites setup hosting, developed websites, DNS and MX records.

2002 – 2010 System Administrator, Safebuilt Insurance Services, Carlsbad, CA
Responsible for all aspects of the network from relocating to a new building to managing the assets. Setup file servers, MS Exchange server, racks, voice and data lines, network printers and print queues, pc and remote access. Configured Windows server for user accounts and applied correct folder permissions and rights. Managed all assets and tracked when computers needed to be replaced, upgraded moved or changed. Coordinated with T1 provider to get high speed data line brought in for internet access and voice. Coordinated the building of a proper secured wiring closet in new location for company growth. Worked with all vendors to assure all aspects of the move to the new location would be smooth. Setup VPN for business owners to work remotely with full access to the network shares. Implemented policies for employees that would protect the network from viruses and malicious attacks from hackers. Worked with proprietary software and recommended migrating to onsite server to keep cost down. Customer support was provided during normal business hours but required weekend and some shift work to update servers.

2003 – 2008 Support Analyst – Solar Turbines, San Diego, CA
Provided help desk and customer support for remote and onsite users via remote software tools. Tracked all tickets using a ticketing system that was designed and managed onsite by a third party. Supported BAAN an ERP application that the entire company used which tracked all aspect of manufacturing. Supported desktop users with system configurations, email client, network connectivity, move add and change request. Responsible for two remote locations that I traveled to weekly to provide technical support. While supporting Ontario and Gardena, California facilities I was able to resolve some IT issues with the WAP to make their operation more efficient. Support Field Service Reps with special laptops uses to connect to turbine engines. Installed Windows and other software used to connect to turbines engines used to provide power to offshore rigs, universities and other businesses wanting to provide their own power. Configured laptops with Microsoft Office, anti-virus and proprietary software. Created field programming unit images for field service tech working on turbines engines at various locations globally. The image created was distributed throughout the world to remote locations then modified for that region. Four yearly presentations required to 100 plus field service reps, managers and directors of changes and new software included in new images. Provided application software support for BAAN ERP Windchill, Connectware, Lotus Notes R5, Mainframe, Citrix and proprietary applications. Provided support to remote users via SMS, Netmeeting or Citrix Shadowing. Supporting MS Win 2000, MS NT 4.0, MS Win9X, UNIX, workstations Mainframe, MS Office 2000 software.

2002 – 2003 Customer Support Analyst II – Computer Science Corp, San Diego, CA
Technical support provided for 10,000 + end/remote users for County of San Diego, Budget Rent A Car, BAE, and Children’s Hospital of Los Angeles. Support was via Microsoft’s SMS remote access software; troubleshooting and supporting MS Win 2000, MS NT 4.0, MS Win9X laptops and workstations, MS Office 2000, 97. After hour and weekend VPN support for remote users Nortel, Cisco, RSA Secure ID. Created workflow tickets through Computer Associates Advanced Helpdesk software. All customer support, diagnosing and resolving problems provided was done remotely. Configured iPAQ, HP and Palms PDA for mobile users Oracle account creation, domain application password resets, configured software and test accounts. If IT support could not be provided vis SMS then the local team leads or supervisors would be contacted. Coordinated all Moves, Adds and Changes through onsite database for tracking. Asset of voice and data where managed by local onsite support technicians. As a Help desk support team member, I was able to assist in increasing the Close First Call numbers.

2002 – 2002 PC Network Specialist – GKN Aerospace Chem-tronics, Inc., El Cajon, CA
Supported 500 + end/remote users via remote access software; troubleshooting, maintaining and repairing Dell, IBM clone desktop computers; supporting MS Win XP primarily, Win 2000, MS NT 4.0, MS Win9X workstations, MS Office XP, 2000 , 97. Install hardware and software configured network clients Microsoft troubleshot connectivity issues TCP/ IP set up users with dial in access for remote access.

1998 – 2002 IT Support Specialist II – Remec, San Diego, CA
Supported 600 + end/remote users via remote access software; troubleshooting, maintaining and repairing Dell, IBM clone and Macs desktop computers; supporting MS Win 2000, MS NT 4.0, MS Win9X workstations, MS Office XP, 2000 , 97. Installed hardware and software configured network clients Microsoft/Novell; troubleshot connectivity issues TCP/ IP, IPX/SPX set up users with VPN for remote access. Set up print queues, user’s rights and performing backups.