Ian Redding Email & Phone Number

Portland, Or, Us

Portland, Oregon, United States

Portland, Oregon Area

Plano, Texas

Provided onsite and remote support for 70 plus usersRouted and escalated help tickets to the appropriate resourcesWorked with 3rd parties and vendors to maintain printer hardware and suppliesManaged the transition from spreadsheet based bug tracking to an agile based project tracking system. This lead to increased communication between stakeholders and greater process transparency for the Devs, Project Managers, and TestersCreated intermediate and regression testing scripts that increased the average number of defects found and fixed per release cycleSupervised user acceptance testing sessions with power users using aforementioned intermediate and regression testsFacilitated communication between remote software testers and dev teamDeveloped project plan for incorporating automation into the testing process using Selenium.Managed patching of 70 computers using Numara Client ManagementMaintained hardware inventory Access databasePlanned, built and deployed replacement systems on a determined scheduleProvided break/fix support to local users, and acted as onsite technician for other lines of business who shared office space with usAssisted new users with learning proprietary software

Led and trained a team ranging from six to eight student employees to function as computer technicians. Served as the primary point of contact for full service computer support of a 5000+ member client base.Researched and implemented new technologies to extend the life of aging computer lab hardware saving thousands of dollars each year.Deployed a NAS, tripling the capacity of backup storage, while ensuring a higher rate of data loss protection by using a RAID 6 array.Implemented Windows PowerShell scripts to enable automated tertiary backup of important files.Designed, purchased and assembled technician workstations.Developed Windows 7 Enterprise system images for technician and lab workstations.Captured and deployed Windows system images using ImageX utility in the Windows PE environment.Added and removed computer accounts in the AD using the Active Directory Users and Computers utility.Deployed a computer lab for the resident population employing Faronics Deep Freeze that ensured a reliable user experience.Resolved Wi-Fi and LAN connectivity issues for residents.Performed data recovery using applications like Recuva, NTFS Undelete, and EASEus.

Customer facing support for basic computer configuration and troubleshooting.Assisted customers with the purchasing of parts for replacement and/or upgrade.Diagnosed and repaired computer systems: virus and malware removal, hardware replacement and upgrade. Performed onsite and in-shop network connectivity troubleshooting using FLUKE NetTools.Performed routine maintenance on technician computers.