Nick Francis Email & Phone Number

Austin, Texas Area

Austin, Texas Area

Responsible for Golfsmith level 1 and level 2 store help desk and infrastructure / production tickets. I performed general and advanced MCSA/MCSE tasks in multi-site windows server 2000/2003/2008/2012 environments, such as administering active directory, GPO, DHCP, DNS, and exchange amongst others. Performed multi-tier support in both remote and physical administration, including network troubleshooting. Administered Virtual clusters with Vcenter 3 and 4. As well as smaller virtualization solutions utilizing Microsoft’s Hyper-VPerformed mobile device administration (active sync) with Windows phones, Android, and iOS. Performed NOC monitoring via SolarWinds Orion on Server clusters/ Farms and network connections in between such as physical and virtual LAN networking equipment. Obtained near developer level support for Golf Smith’s Canadian point of sale systems. Provided feedback for PCI compliant POS development, to the point that all POS refreshes, deployments, vendor, banking, and merchant coordination was deferred to me. Was instrumental in organizing and remotely supporting the remote deployment of all current POS systems in the Active Directory infrastructure for Canada. Coordinated patches, bug fixes and network performance issues with all POS systems with the software’s creator and Golfsmith’s development team.

Performed general MCSA/MCSE duties for a Windows Server 2008 environment and limited Unix Enterprise support. Responsible for maintaining and administrating Active Directory architecture and GPO link/creation. Performed tier 3 help desk escalation support, this included coordinating vendor work orders as well as dispatching simple support tickets to the primary help desk. Mainly provided remote support to other team members and some end user support. Provided physical support for networking equipment, data center equipment, including HVAC systems, and several proprietary hardware devices. Also responsible for ensuring the successful implementations of wireless network and RFID projects

Primary responsibilities included help desk and desk-side support. Where I provided remote break fix/troubleshooting over the phone to end users, and repaired company hardware as well as performed equipment refreshes and hardware upgrades. Maintained a domain admin account where I provided user object and group administration as well as created and maintained DNS and networking configurations. As an integral team member we improved IT help desk satisfaction to an all-time company high.

Responsible for running physical network cabling and properly terminating/ punch down where needed. Administrated the creation and deletion of user objects and groups in Active Directory. Performed general help desk responsibilities which included partial software training for end users.; Network Systems Administration, Associate Degree in Applied Science – August 2004 – January 2006