Rich Raynes Email & Phone Number

Greater St. Louis Area

Shiloh, IL

• Utilized VMware and RDP to manage and troubleshoot 160 virtual Microsoft Server 2008 machines running Exchange 2010 Enterprise supporting over 750,000 users
• Managed High Availability technologies of Exchange Clustering and Database Availability Groups, ensuring databases are online, replicating, and in good health
• Created, and modified PowerShell scripts to gather server information, implement moves/adds/changes, and troubleshoot issues within Exchange
• Provided support for… Show more
• Provided support for Good Mobile / Blackberry applications installed on iPhone devices
• Assisted other departments in the understanding of Outlook and OWA’s access into Exchange to help them provide troubleshooting guidance to the end users

St. Louis

• Remotely administered customer IT resources including WAN, LAN, servers and workstations
• Responded to customer calls or email tickets, assigned priority, resolved issue to completion or escalated to dispatch an onsite technician as needed
• Used Active Directory to make moves, adds, and changes to: users, folders, permissions, email, SharePoint, groups, and Group Policy
• Worked with senior engineers to coordinate special setups for applications, services, updates, or… Show more
• Worked with senior engineers to coordinate special setups for applications, services, updates, or anomalies
• Diagnosed, resolved, or dispatched: issues with customer PC or server operating system, virus or malware infections, device failures (printers, MFP’s, check scanners, fax, scan to email, mobile devices,) email delivery.

2054 Westport Center Dr., St. Louis, MO 63146

• PC Support Representative / Tech II (January 2007 – August 2007)
• Identified and serviced merchant PC software product issues, communications, and third-party applications certified to process with Global Payments
• Trained merchants on the use and configuration of Global Payments software applications, including setup and configuration of VPN connection using Cisco VPN
• Followed standard operating procedures to properly escalate issues that could not be resolved on the first… Show more PC Support Representative / Tech II (January 2007 – August 2007)
• Followed standard operating procedures to properly escalate issues that could not be resolved on the first call
• Continued support of the Domestic Help Desk

• Maintained and administered Windows desktop and application configurations for home users
• Built and configured PCs to customer specifications & price, installed software, network, utilities, and cabling
• Performed upgrades and system restorations for new and existing customers
• Maintained Novell Netware server and network hardware

600 Corporate Park Drive

• Completed several projects in collaboration with Engineering to implement changes to Distribution switches (12 Cisco 6500s), routing modules, and hub routers (8 Cisco 7200s), including standard and extended.
• Monitored and maintained campus, Local, Metro, and Wide Area Networks (LAN/MAN/WAN) including a Frame Relay network of over 400 U.S. and European remote sites (using Cisco 2610s) and… Show more
• Monitored and maintained campus, Local, Metro, and Wide Area Networks (LAN/MAN/WAN) including a Frame Relay network of over 400 U.S. and European remote sites (using Cisco 2610s) and Hughes VSAT/ Hub Satellite network.
• Utilized Tivoli NetView, Tivoli Enterprise Console, Virtual Operator Console (VOC) and WhatsUpGold
• Created documentation and procedures of third-shift Network Operations tasks
• Provided escalation support to non-senior NOC technicians and TSC personnel

St. Louis

• Provided technical support to users of IBM and IBM compatible PCs who had purchased Extended Warranties from retailers selling IDS contracts. Retailers included CompUSA, OfficeMax, The Wiz, and others.
• Directed customers to the nearest service location as needed and served as liaison between customer and service organization
• Repaired and replaced PC components including mother board, hard drive, network interface card (NIC), modem, video card, power supply, and interface card for… Show more
• Repaired and replaced PC components including mother board, hard drive, network interface card (NIC), modem, video card, power supply, and interface card for non-warranty customers Show less

9505 Arboretum Blvd., Austin, TX 78759

• Troubleshot PCs over phone, answered questions concerning hardware and software. Used Windows database programs to give customers information and suggestions on how to upgrade systems.
• Issued service when technical issues could not be resolved over phone.
• Supported DOS 3.3 – 6.2, Windows 3.1, fax modems, and multimedia devices.
• Evaluated and resolved customer satisfaction issues.