John Runchey Email & Phone Number

Ann Arbor, Mi, Us

Ann Arbor, Mi, Us

Ann Arbor, Michigan , Us

Technical support of users across multiple sites via phone, email, Teams chat, and remote assistance tools. Tasks included software installs, hardware setup/configuration, new device deployment, and general systems troubleshootingActive Directory user administrationSetup and maintenance of various Zebra brand label printersNetwork connectivity and Wifi troubleshooting for the Extang plant, use of tone probes, Heat Mapping software, and LDWin Link capture toolsVPN & Network troubleshooting for remote usersBasic powershell scripting for generating reports based off Active Directory dataIT Projects: New network drops for the plant, expansion of existing junctions to increase capacity, hardware refresh for plant floor machines.

Dallas, Texas, Us

I provided support via phone, email, and chat to customers on Greenview and Zix products, including spam filtering, email archiving, encryption devices, and Zimbra hosted email. This included network troubleshooting between Zix services and customer networks, including the use of ping, telnet, traceroute, and tcpdump for analysis. I also act Escalation point for less experienced techs on spam filtering, archiving, and hosted email products.In additon to those duties, I also performed basic sysadmin duties, such as tracking traffic through logs, adding new user/admins in Zimbra environment, and monitoring issues via Nagios/Graphana.

Campbell, Ca, Us

Technical Support Representative - Tier 2B/Night Shift Lead: Acted as escalation resource for lower tier technicians locally and internationally for supported products. Started as a night shift technical support representative and worked up though the levels of the organization, reaching my current level of Tier 2B, the senior level of support available outside of working hours in the US. During my tenure, I have developed expertise on the following Barracuda products: Email Security Gateway, Email Security Service, Backup Server, and Message Archiver. Most of the knowledge was gained by spending time reading the manuals and working directly with the products in my off time. I have now been certified in these products and provide global support for them. Since Barracuda’s product line runs on Linux and MySQL/PostgreSQL, I have also built a strong understanding of these platforms, down to command line level administration of them. As part of my role, I have dealt with cyber-security related investigations, security breach incidents and recovery, management of systems, and disaster recovery. As Shift Lead, I have also worked with management and acted in a supervisory role, setting schedules, dealing with upset clients, and helping to train new technicians.

Pursued full-time study of a degree in Information Assurance degree at EMU, while working contract jobs that included PC/Laptop repair, setup and management of a remote access camera system, remote technical support, and setup up/maintenance of a web site for coin laundry service Christy’s Speedwash. The business was able to realize increased profits and foot traffic via re-branding, working with an outside designer to give the company a cohesive looks for all marketing materials including web presence. By changing coupons made available only on the website frequently, they were also able to see how many people were using the website and how it was attracting new customers.

In charge of initial client contact and processing of incoming support requests. Researched issues for assigned cases, administered client servers (Linux Terminal Server Project terminal server environment, Linux/Ubuntu, Windows 2003/08 server administration) at multiple client locations. I also assisted with network configuration (LAN, WIFI) and infrastructure layout for new client, tying in to existing network setup. Near end of tenure, worked on setup of of Blackberry server to integrate with existing Zimbra setup for use by clients.

Handled assignment of incoming support request, helpdesk, and desktop support for Thomson Reuters IT environment. Acted as first response for higher priority tickets related to network connection issues. Managed Active Directory request (new user, connection, file permissions/access, Group/OU creation and assignment) and networking/security related support (RSA access, VPN, remote access, server status)

Computer And Information Systems Security/Information Assurance

Associates Degree - Occupational Studies, Web-Design And Application Programming, With Network Security As A Minor