GUY C. LINN
Summary
Experienced technical support professional skilled in resolving diverse technical issues and enhancing user satisfaction. Acknowledged for outstanding troubleshooting and problem-solving capabilities, ensuring uninterrupted system functionality. Excels in collaborative team settings, committed to delivering tangible outcomes and adapting to changing requirements. Demonstrates excellent communication and technical expertise, facilitating effective collaboration with colleagues and clients.
Overview
46
46
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Luxoft
07.2021 - Current
- Analyzed download requests to streamline resolution process and improve response times for new process with client.
- Enhanced customer experience by guiding users through technical challenges relating to new download procedures.
- Developed knowledge base articles to support efficient changes in corporate download policy and procedures.
- Provided training to junior support staff to improve team capabilities.
- Facilitated communication between technical teams and clients for seamless resolution.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Led training sessions for new staff to ensure high-quality technical support standards across team.
Senior IT Field Support
Ibex Global
09.2015 - Current
- Responsible for the day-to-day IT operations of the Spring Hill Ibex call center
- Duties include representing the IT department on the Leadership team and managing the local IT department
- Support site level implementation of both software and hardware rollouts and refreshes
- Technical liaison between client and operations teams
- Responsible for Avaya and Polycom VOIP systems and working with corporate telephony and Centel for implementation and troubleshooting as needed
- Other responsibilities include but not limited to filing and/or implementation of CMOS/RFC entries for project work
- Local server maintenance and both software and hardware updates
- Implementation and maintenance of both the security badge and security camera systems
- De facto IT manager for 3 additional sites within the US that share the same clients as our Nashville office
- These sites are Hampton VA, Bend OR and San Antonio TX
- This has resulted in travel between the 4 sites to assist in various projects and day to day operations
- Most recent project was implementation of work at home initiative involving Dell computers via Avaya Work Spaces and Apple iMacs being administered by Apple Remote Desktop and Jamf
Senior Business Technology Support Representative
Healthways (Formerly American Healthways)
10.2002 - 08.2015
- Transferred to the Nashville, TN WBIC in August 2007
- Recent responsibilities and projects include reimage and refresh of entire Well Being Improvement Center (WBIC) with new Hewlett Packard 43xx desktop using Windows 7, a variety of HP laptops using Windows 7 connecting to VMWare pools
- Administering VMWare pools of 150+ users each
- Assisted in setting up the St
- Louis, MO and San Antonio, TX WBICs
- Assisted in the migration of the Tempe, AZ WBIC to the new Chandler, AZ location
- Assisted both the Eagan, MN and San Antonio, TX WBIC as 'fill in' End User Support/Net Admin while searching for replacement staff at both locations
- Assisted both the Kapolei, HI and Kaimuki, HI WBICs while local staff developed new project for a critical customer
- Responsible for desk top support of both hardware and software for all users in the Nashville, TN WBIC
- Also responsible for network and server maintenance, and user maintenance including but not limited to creating user accounts, Exchange accounts, security accounts and Popworks accounts
- Assisted in hardware and software upgrades of servers, clinician moves and build out of the training center
- Present IT capabilities to potential clients in a formal presentation setting
- Topologies include 100Mb and 1 GB Ethernet along with Cisco VPN
- Hardware includes Compaq/HP servers, Cisco switches, DELL laptops and desktop units
- Supported software includes Windows NT 4.0, Windows 2000 Server, 2000 Advanced Server, Windows 2003 Server, Windows XP Professional, Windows 7, Windows 8.0, Windows 8.1, MS Offices 2000, 2003, 2007, 2010, Office365, Popworks 3 and 4, Embrace, Cisco AnyConnect, InContact, VBHTS, VMWare, Arcserve backup software and Win Pak 2.0 security software
- Supporting both local and remote clients
- Acts as liaison between BT and executive staff and HWAY BT and HP supporting staff
- Presented Award of Excellence for the Microsoft Exchange Mail Server Migration in July 2006
Consultant
All Bases Covered
07.2000 - 07.2002
- Responsible as the Network administrator for small to medium sized clients
- Setup and installed both NT 4.0 server and Win2000 Advanced Server
- Supported NT 4.0 Win ME, Win 2000 Professional, WINXP and Win 9x systems
- Topologies include Ethernet 10/100 and Token Ring 16 utilizing TCP/IP, NETBEUI, Microsoft DLC, Microsoft 32-bit DLC and IPX/SPX
- Hardware consisted of Compaq Proliant, IBM and Dell Servers, Compaq, IBM, Dell, Gateway and white box workstations
- Clients included: St
- Andrew's Management, St
- Louis, MO – Administered and supported 5 servers including but not limited to: 1 Exchange 5.5 server, 1 Metaframe server, 1 Windows Terminal Server and 2 Windows 2000 servers
- Responsibilities included administering and supporting 35 local workstations and 65+ remote systems throughout the enterprise on all applications, including Exchange and Microsoft Office 95 and Microsoft Office 97
- Installed Citrix ICA client on many of the systems
- Diagnosed problems in Windows 95, Windows 98, Windows 2000 Professional, Windows 2000 Advanced Server, Exchange 5.5 and Citrix
- Updated anti-virus definitions on a weekly basis
- All servers were Compaq Proliant
- St
- Louis Metalizing, St
- Louis, MO – Assisted installation and administration of Metaframe and Windows 2000 servers
- Set up Citrix client on approximately 20 desktop systems
- Servers were a mix of Dell and IBM
- Crescent Parts, St
- Louis, MO – Administered and supported 6 servers including 1 Exchange 2000 server, 1 SQL 7.0 Server and 4 Windows 2000 servers
- Administered and supported 100+ users at various locations using Windows 98, Windows 95, Windows 2000 Professional, Windows XP and Citrix
- Installed Citrix client on many of the systems
- Assisted in upgrade from Exchange 5.5 to 2000
- Responsible for administering 35 local and 60+ remote users on all applications including Exchange using Outlook clients
- Updated anti-virus definitions on a weekly basis
- Servers were a mix of Compaq Proliant and Dell Servers
- Ultra Data Systems, St
- Louis, MO – Administered and supported NT 4.0 server with Exchange 5.5
- Updated server from Exchange 5.0 to 5.5
- Supported 25 desktop systems using Windows 98 and 95
- Server was a white box server
- St
- Louis Neighborhood Network, St
- Louis, MO – Installed Windows 2000 SBS with Exchange 2000
- Server was a Compaq Proliant
- Other various clients included construction companies, property management companies, wholesale companies, neighborhood support groups (specifically St
- Louis Neighborhood Network and St
- Louis Neighborhood Housing Authority), St
- Louis Archdioceses and law firms supporting 1 to 6 servers with 2 to 100 users utilizing the following software: Windows 4.0, Windows SBS, Windows 2000 servers, Exchange 5.x and 2000 Servers, Metaframe Servers, Citrix client, Windows 95, Windows 98, Windows ME, Windows 4.0, Windows XP and Windows 2000 Professional
- Additional software supported was Ghost 4.0, 5.0, Ralley AS 400 Emulator, Expedition 4.0, Norton Antivirus, McAfee Total Virus Defense, Answers On Demand Time Reporting Software 2000 and Microsoft Office suites
Senior Systems Analyst
BJC Health Systems
10.1998 - 07.2000
- Responsible for implementation, moves, adds, and changes of PC systems throughout the central campus of both Level II support for planned projects including but not limited to hardware and software installs, purchases, and troubleshooting in a Novell 3x and 4x environment utilizing WINNT, WIN95 and WIN98
- Additional software supported included Citrix ICA client, Orbit OR scheduling program, Corel Suites, Lotus Suites, GroupWise 4.x, 5.x, Microsoft Office Suites, Microsoft Netware client, Norton Antivirus, Novell Client 4.x, 5.1, and CERNER software
- Was involved in the Y2K update project in 1999 for 6 weeks
- Cardiac Cath lab was largest user of Citrix with 25+ users
- Topologies include Token Ring 4/16 and Ethernet 10/100 utilizing TCP/IP and IPX/SPX
- Majority of servers were Compaq Proliant, remainder were IBM servers
Consultant
PMSI
01.1995 - 10.1998
- Client - BJC Health Systems - Analyst
- Responsible for implementation, moves, adds, and changes of PC systems throughout the central campus of both Level II support for planned projects including but not limited to hardware and software installs, purchases, and troubleshooting in a Novell 3x and 4x environment utilizing WinNT, WIN95 and WIN98
- Additional software supported includes Citrix ICA client, Orbit OR scheduling program, Corel Suites, Lotus Suites, GroupWise 4.x, 5.x, Microsoft Office Suites, Microsoft Netware client, Norton Antivirus, Novell Client 4.x, 5.1, and CERNER software
- Cardiac Cath lab was largest user of Citrix with 25+ users
- Topologies include Token Ring 4/16 and Ethernet 10/100 utilizing TCP/IP and IPX/SPX
- Client – Anheuser-Busch Companies, Inc
- – Project Coordinator/Manager
- Responsible for division-wide migration from RS6000 to WIN3.51 Server in a Microsoft NetWare environment with WIN95 and Windows for Workgroups client
- Implemented DHCP TCP/IP migration as well
- Topologies include Token Ring 4 and Ethernet 10 utilizing TCP/IP and IPX/SPX
Machinist Mate Second Class Petty Officer
United States Navy
09.1979 - 03.1998
- Submarine Qualified
- Secret Security Clearance
- Work center supervisor for DC01, Damage Control section of Auxiliary Division USS San Francisco (SSN-711) responsible for 10 direct reports, scheduling and maintenance of all damage control equipment aboard USS San Francisco
- Work center supervisor for QA division for Subase Pearl Detachment 618 in St
- Louis, MO
- Responsible for 12 direct reports and all QA packages between detachment and receiving facilities
- Master at Arms 1990-1998
Education
St. Louis University - Mass Communication and Russian Language
St. Louis University
05.1989
Skills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- Hardware configuration
- System troubleshooting
- Customer support
- Software installation
- Support system management
- Customer relationship management
- Teamwork and collaboration
- Technical expertise
- Root-cause analysis
Military Experience
09/79, 03/98, United States Navy, Machinist Mate Second Class Petty Officer, Work center supervisor for DC01, Damage Control section of Auxiliary Division USS San Francisco (SSN-711)., Responsible for 10 direct reports, scheduling and maintenance of all damage control equipment aboard USS San Francisco., Work center supervisor for QA division for Subase Pearl Detachment 618 in St. Louis, MO.
Certification
- JAMF Certified
Timeline
Technical Support Engineer
Luxoft
07.2021 - Current
Senior IT Field Support
Ibex Global
09.2015 - Current
Senior Business Technology Support Representative
Healthways (Formerly American Healthways)
10.2002 - 08.2015
Consultant
All Bases Covered
07.2000 - 07.2002
Senior Systems Analyst
BJC Health Systems
10.1998 - 07.2000
Consultant
PMSI
01.1995 - 10.1998
Machinist Mate Second Class Petty Officer
United States Navy
09.1979 - 03.1998
- JAMF Certified
St. Louis University - Mass Communication and Russian Language
St. Louis University
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