Jonathan Basden Resume Sept 2016 w TelAid

404-621-5916
BasdenJonathan@GMail.com
Jonathan Basden

Jonathan Basden (404) 621-5916 · basdenjonathan@gmail.com
PROFILE: Analytical, collaborative and results driven problem solver with over 35 years
of IT experience and IT Project Management / Exceptional customer service,
communication and problem resolution skills / LAN design implementation and
administration / SAN Administration / Microcomputer analysis and repair
EDUCATION: DeVRY University Decatur, Georgia
Bachelor of Science, Computer Information Systems, 1989
EXPERIENCE:
Jun. 2016 - Present TELAID Norcross, Georgia
SUPPORT ANALYST/PROJECT MANAGEMENT
Provided effective troubleshooting, on-site labor management, technical
analysis and network configuration of technology life cycle IT equipment and
related peripherals. Documented all Add/Change/Delete states to
existing network infrastructure.
Updated customer on progress, status and actions taken for resolution using
email, phone and CRM system service center and Remedy
EXPERIENCE:
Oct. 2010 - Present IBM Corporation Atlanta, Georgia
SENIOR STORAGE SUPPORT SYSTEMS ANALYST - XIV
Provided effective hardware and software remote technical support assistance to end-user
customers and IBM technical personnel in a high profile, high availability environment for
the Enterprise Level XIV Storage array and it's supporting systems.
Received, analyzed and recorded incident related information involving XIV system
hardware, microcode, host system and switch configuration and network issues. Select
appropriate actions to resolve problems and communicate the solution or action plan to the
customer or IBM service technician. Provided best practices recommendations for host
connectivity, switch zoning and environment for the XIV. Provided problem escalation as
appropriate.
Took Project Management lead assignments and collaborated across all teams. Mentored
rising peers on System Procedures, Protocols, Configurations and effective repair
procedures for the XIV.
Identified and recommended updates to knowledge based systems and maintenance
packages.
Assisted with revenue generation by providing sales leads for the XIV product line.

Worked across all shifts to provide cross-culture, cross platform 24 hour, 365 day support
for the XIV.
Rewarded for exceptional customer support and strong moral.
EXPERIENCE:
Oct. 2005 - Oct. 2010 IBM Corporation Atlanta, Georgia
REMOTE SUPPORT SYSTEMS ANALYST - DASD
Took Problem ownership and Provided expedient and effective remote technical support
assistance to end user customers and IBM technical personnel on multiple DASD products
in the high availability mid-level product environments including DS4000, DS5000 and
DS6800 Storage Subsystems.
Received, analyzed and recorded incident related information involving hardware,
microcode, operating systems, Switches, network and SAN issues to allow customers
appropriate uptime and availability of their Storage systems .Worked appropriate shifts
needed to provide customer assistance across Multiple hosts, cultures and time zones.
Generated effective leads to increase company revenues
Identified and recommended updates to knowledge based systems and maintenance
packages.
Rewarded for outstanding internal and external customer support.
EXPERIENCE:
Sept. 1997 - Sept. 2013 NetLynx Atlanta, Georgia
NETWORK ENGINEER – PRINCIPLE/OWNER
Provided onsite build and repair of personal computers for home and office use with
instruction.
Design and installation of full Novell and Windows LANS including clients,
peripherals, wireless and backup solutions.
Client list includes: On-Site Specialist, Madison Heights, MI;
White Schuerman, Rhodes & Burson, P.C. Lawrenceville, Georgia; Steve Craig, DJ,
WNNX, Atlanta. Volunteer LAN admin on-call, AngelFlight of Georgia. (1999-2000)

EXPERIENCE:
Sept. 1999 - Oct. 2005 Cushman & Wakefield Atlanta, Georgia
NETWORK ADMINISTRATOR/MICROCOMPUTER SYSTEMS ANALYST
Accountability included monitoring day-to-day IT operations for 113 onsite and remote end
users and Project Management.
Administration of network software and hardware in a diverse technical environment that
included Novell 5.x and Windows NT class servers with Mac and PC Clients.
Provided training , support and repair of mobile devices including Windows Mobile and
Blackberry PDAs/Smartphones and laptop computers. Installed and supported remote
network access.
Developed and managed network infrastructure. Implemented modifications to existing and
future physical sites. Coordinated with management, contractors, data architects, and other
responsible vendors and parties.
Implemented and maintained data communications systems consisting of wide and local
area networks, network servers, networking equipment (routers, data switches, transceivers,
etc.), transmission media (fiber optic and copper cabling, leased lines, wireless media, etc),
network protocols (TCP/IP, IPX, etc.) and network operating systems. Responsible for the
setup, integration, and support of peripherals such as printers, scanners and presentation
media into the network architecture. Provided and administrated all Server backups.
Administered network security procedures and protocols including user setup and deletions,
network rights and permissions. Optimized network data backup devices and viral scans.
Executed department budgets, reports and communications.
Supervised additional Cushman and Wakefield systems throughout the United States.
Exhibited both a leadership and partnership role with upper level management, team and
peers.
EXPERIENCE:
Oct. 1991 - Oct. 1999 Color Genesis/DataSlide Digital Service Bureau Atlanta, Georgia
NETWORK ADMINISTRATOR /COMPUTER GRAPHICS IMAGING
Provided technical guidance and support to 35 end users. Managed and maintained
Novell Servers, Windows Servers in a LAN and PC/MAC environment. Trouble shot
problems; performed upgrades, maintained internet connectivity, cabling, email.
Back-up and security procedures. Documented existing network infrastructure;
recorded any changes to knowledge base.
Graphic imaging duties included: Execution of customer presentations utilizing a
variety of platforms software and hardware. Responsible for color matching, prepress

assistance, print output, finishing, quality control and shipping, graphic design, large
format printing, grand format printing and tradeshow graphics production.
EXPERIENCE:
Oct. 1989 - Jul. 1991 IBM Corporation Atlanta, Georgia
GRAPHIC DESIGNER/ILLUSTRATOR
Beta Tester, Trainer, Internal Distributer and Presentation Demonstrator for IBM
Desktop Software - IBM Hollywood (version 1).
Designed and created screen shows, color copies, templates and slides for product
demonstrations and trade shows.
Created artwork for product brochure, ads and computer periodicals.
Created final presentation and artwork for product box.
SKILLS: Operation of systems platforms: VMWare, PC DOS, Windows 9x, Windows NT,
Windows 20xx, Windows XP, MAC OS and Novell OS. Lotus Notes Server and Client
Administration. Network Administration including rights and file Access Security.
Backup and restore. Cabling. Data Recovery. Life Cycle Management. Performance
Tuning. Documentation. Emerging Technologies analysis. TCP/IP. Firewalls, Network
Security, Routers, Hubs and Switches. Experienced in building and modifying Servers, PCs
and MACs. (including both modern and legacy systems.)
Image Recorders, Image Scanners, Ilford Digital Printers, Lightjet Large Format
Printers and Various Rack-Mount and Standalone Servers.
Application language experience: COBOL, CICS, FOCUS, IMS, OS/JCL, PASCAL,
BASIC, LINUX, XWindows.
Personal attributes: Ability to prioritize workloads; flexible to respond to changing
requirements in order to meet deadlines. Strong organizational, analytical and follow-up
skills. Capable of working in challenging environments, independently or on team.
Excellent typing, verbal and written communication skills. Capable of managing
departmental budgets.

REFERENCES:
Lane Thompson - ColorGenesis/Dataslide and Personal, 770-403-4720
Delwyn Ray - ColorGenesis/Dataslide and Personal, 404-483-1421
Genevieve Wilkins - Cushman & Wakefield and Personal, 678-362-4229
Juan Pelaez - IBM and Personal - 770-572-5720
Jay Jones - IBM and Personal - 678-521-4535
Charmaine Penn - Cushman & Wakefield and Personal, 404-428-5791
Wendy Waller - Cushman & Wakefield and Personal, 404-310-3262
Eugene Eller - IBM and Personal, 404-519-0058
Johanna Chabla - IBM and Personal, 678-663-3419
Monika Miguez - IBM, HP and Personal, 404-713-5170
Matt Koozer - IBM, HP and Personal, 770-715-3714
June Sanders - IBM and Personal, 630-815-5820
Shawn McKinney - Cushman & Wakefield and Personal,
lashawnamckinney@gmail.com
Samantha Reedy - IBM and Personal, 770-970-6063, samreedy@us.ibm.com
Diptiben Patel - IBM and Personal, 919-886-9188 / 919-816-6193,
dapatel@us.ibm.com
Celean Young - IBM and Personal, 720-395-1401/404-664-0737,
cvyoung@us.ibm.com
Carrie Ann CPetrozik - On Site Specialist, 248-585-4677
Holly Andrejco - ColorGenesis, 404-683-0765

Jonathan Basden Resume Sept 2016 w TelAid

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