John Hamen
Technical Support Tier II · The Ash Group
Aurora, CO
In My Own Words
At Kendal Floral LLC, my focus centers on optimizing IT infrastructure and providing robust technical support. With proficiency in cloud administration and help desk support, I ensure that our systems run smoothly and efficiently. My role as Technical Support Tier II demands an in-depth understanding of Windows Desktop and Server Operating Systems, Microsoft Office 365, and Active Directory management.
Leveraging my experience as a Sr. IT Administrator at CompuOne, I bring a strategic approach to user management and network security, enhancing our organization's operational processes. My ability to coordinate with software vendors and manage enterprise software support positions our team to excel in service delivery and user satisfaction.
Work Experience
Technical Support Tier II
Kendal Floral LLC, Florexpo LLC2023 – 2024
Installation, configuration, and connectivity of Windows Desktop and Server Operating systems Installation and configuration of Microsoft Office 365 apps and services Hardware support – servers, storage, desktops, laptop, printers, cell phones, tablets Software support - Both enterprise and localized specialty software Active Directory - User management – account creation and configuration, user On-boarding, coordinate equipment delivery, etc. MS 365 Remote management tools Assists in the maintenance, upgrades, and security of the company’s networks including LAN, WAN, wireless, and other communication devices Coordinate software vendor technical support to resolve ongoing support issues Provide setup and support of video conference sessions via Zoom
Application Support Analyst
Profile Plan2022 – 2022
Support IT services delivered to users within an organization, enabling the required operational processes needed for the business to be successful. By default, Application Support Analysts enable people to execute their responsibilities within the relevant business processes.
IT OPS Support Admin
Grand Pacific Resorts2022 – 2022
Assist users with logins, passwords and file and application access Troubleshoot workstation, printer, network and server issues Manage and maintain inventory, storage areas and server rooms Install hardware and software, monitor job executions and backups Prepare and maintain documentation of assets and procedures Participate in Disaster recovery planning, testing and implementation Performs other related duties as assigned
Information Technology Specialist
Bollé Brands2020 – 2022
O365 Admin Active Directory - file share permissions, setting up users, network printing, group policy, general server performance issues. Network printing Windows Servers - setting up users, managing profiles, restarting and basic trouble shooting
IT Specialist
Wahooz Family Fun Zone2019 – 2020
Support PCs, printers, phones and point of sale endpoints. Support and manage Windows servers. AD, WSUS, backups, licensing and disaster recovery etc. Maintain security and privacy of information systems. Support and manage internal network. Assist in new IT project design and deployments. Cisco networking Configure and Installation Wireless networking, Cisco Meraki AP's Firewall experience, PaloAlto, Configure and Install Hyper V and/or VMware Active Directory, Setting up OU's and Group Policies, Adding New Users. Create GSuite Accounts
Technical Support Specialist
Jenny Craig2018 – 2019
Project manager of Mono Printing Project that saved company over $100,000 per year. Lead Tier 1 team to be successful attributes to the company Daily backup support for Tier 2 support analysts as needed, Responsible and accountable for providing second level technical support to Centers and Corporate Office regarding all computer systems, network devices, projectors and telephone systems. Supports and trains end-users on proprietary POS system as well as all Microsoft and third party software. Troubleshooting networking issues on wired and wireless networks. Responsible and accountable for training users on software and hardware on-site or at center location. Assist in software upgrade evaluations to determine ease of use. Assist in special projects and/or quality assurance testing that may affect hardware/software supported by Technical Support. Responsible for Imaging Laptops and Desktops for new users. Using PXI Boot or SCCM.
Technical Support Analyst
Jenny Craig2017 – 2018
Handles calls from over 400 Jenny Craig Center and 200 Curves Clubs Handles Calls coming in from over 1200 corporate employees Conducts network troubleshooting including DNS, DHCP, and Fortinet Firewalls. Migration of data, reports, bookmarks and Cisco AnyConnect VPN set-up. Mapping Network Drives, troubleshooting Printers, and basic Windows 7, Windows 8.1 & Windows 10 troubleshooting. Remote support via TeamViewer, Tight VNC and RDC. Supports and trains end-users on proprietary POS system as well as all Microsoft and third party software. Responsible and accountable for logging all calls, emails and walk-up requests in the call tracking system. Research solution(s) and resolve problems quickly, efficiently and professionally. Troubleshooting networking issues on wired and wireless networks.
IT Specialist (Intern)
Dexter Axle Company2016 – 2016
Implemented, tested and managed new time, activity and production (TAP) system for two large manufacturing plants Implemented new wireless inventory control system at two large manufacturing plants Trained 75 users on the new TAP and wireless inventory control systems Installed new computers, printers and other equipment to network Installed new patches to Windows 7 and 8.1 client machines Designed new infrastructure and installed new fiber optic cables between three buildings to improve functionality
Education
El Capitan High School
1985 – 1989
