SUMMARY:

• Dedicated IT Professional with 20+ years of technical, hands - on experience as a CompTIA A+ ce Certified Computer Support Technician and IT Support Analyst. I am also CompTIA Network+ ce Certified. A very detail orientated technician with a thorough understanding of all hardware, software, peripherals and networking that is required for any break/fix troubleshooting and maintenance in any technical environment, including Enterprise domain networks, routers, switches, and storage arrays. Background also includes valuable, extensive experience using and troubleshooting Microsoft
• Windows XP, Windows 7, Windows 8/8.1, Windows 10, Windows Server 2008 R2, Windows Server 2012, Windows 7/10 Enterprise Deployment, SCCM, Active Directory, and have recently been an O365 Administrator. Have also excelled at troubleshooting all hardware, from parts and warranty replacements, to entire system rebuilds of laptops, desktops, thin clients, SFF and Mini PCs. Also have extensive experience troubleshooting servers, printers, AIO PCs, smartphones, and tablets. Readily adapts to new methods and procedures and can work with minimal/no supervision, while also thriving in a team-oriented environment. A respected professional recognized for successfully implementing creative and dynamic solutions to complex business challenges across various industries.

TECHNICAL SKILLS:

• Smartphones, Tablets IT Security VMware Imaging and configuring Desktops and laptops POS Systems Service Now Ticketing System Microsoft Windows XP, Windows 7, Windows 8/8.1, Windows
• 10, Windows Server 2008 R2 Servers Networking SCCM Active Directory Hardware & Software Expertise O365 Administration Wireless Networking Data Center Cisco Switches Routers Storage Arrays Blade Servers ImageX

PROFESSIONAL EXPERIENCE:

Confidential, Midland, GA

IT Field Support Tech

Responsibilities:

• Responsible for Level 3 Field Support duties which includes resolving trouble tickets received through extensive everyday use of Service Now ticketing system.
• Provides support for end users at their workstation, as well as through Remote Desktop, Dameware, Windows Remote Assistance, and telephone support.
• Responsibilities also included problem solving and detection of any hardware that had failed or had unrecoverable issues, and performed troubleshooting duties to find solutions to any software and networking issues.
• Upgraded hardware and software, as well as performed scheduled system refreshes for PCs and laptop computers.
• Required to image/reimage PCs and perform profile data backups/restores for each user.
• Work with end users to install/reinstall software onto their PCs, as well as map any network drives or printers that they may require following machine reimage or scheduled Refresh.
• Used UPS Campus Ship software daily for hardware returns.
• Strive to give each user the best customer service possible, as quickly and efficiently as possible.

Confidential, LaGrange, GA

IT Support Analyst

Responsibilities:

• Responsible for all IT duties at the LaGrange Plant Manufacturing and Business Center site which included support for all front office staff, conference rooms, and plant workers. Responsibilities also included problem solving and detection of any hardware that had failed or had unrecoverable issues, and performed troubleshooting duties to find solutions to any software and networking issues.
• Upgraded hardware and software, as well as performed scheduled system refreshes for PCs and notebook computers.
• Required extensive troubleshooting of all PC and network related issues, including tracing and testing data cable runs to patch panels and wall jacks, patching in cables from patch panel to switches in IDF cabinets that connected 2 Data Centers with fiber backbone in between.
• Extensive use of Service Now ticketing system, password resets and moving PCs to appropriate OUs in Active Directory, as well as performing duties as an O365 Administrator.

Confidential

Helpdesk Support Analyst

Responsibilities:

• Responsible for Helpdesk duties which includes resolving trouble tickets, received through ITSM ticketing system, as well as taking phone calls from end users requiring assistance.
• Performs support for end users at their workstation, as well as through Remote Desktop, Windows Remote Assistance, and telephone support.
• Required to image/reimage PCs using Norton Ghost and perform profile data backups for each user for PC refreshes.
• Work with end users to install/reinstall software onto their PCs, as well as map any network printers or drives that they may require.
• Record all serial numbers, Service Tag numbers, etc. as required for complete and correct Asset Management for all users.
• Use of Active Directory is required daily to look up end user information, move PCs/users to their correct OUs, and reset passwords.
• Created OS images for large scale Windows 7 deployment.
• Strive to give each user the best customer service possible, as quickly and efficiently as possible.

Confidential, Columbus, GA

Field Services Technician

Responsibilities:

• Was responsible for covering all of the Wal-Mart and Sam’s Club accounts in Columbus, Ga, as well as all that were within a 100-mile radius of Columbus/Phenix City.
• Performed troubleshooting at each site; was responsible for ordering parts and meeting the SLA for all of their IT components in the store.
• Worked with Registers, Verifone debit readers, Motorola hand scanners, scanner scales, and Sensormatic of the POS system including Self Checkouts, all kiosks in the store and in TLE, all Lexmark printers, servers and storage arrays on racks in UPC office, Verint and March PCs in AP office, Pharmacy/Tasco PCs in Pharmacy, wireless APs, CBL and all other Thin Clients in the store including the Vision Center, Tellermate cash counters and SC22 coin sorters in Cash Office.
• Consistently met and exceeded goals with a team of 24 techs across the region including SLAs met, first time fixes, time to task, real-time reporting, etc.

Confidential

Field Support Technician

Responsibilities:

• Served as the lead technician for Windows 7 migration.
• Was responsible for making sure that each user’s Win 7 migration went successfully, without issues, and communicating the information and progress to the upper management at Dell.
• Coordinated and performed the backups, imaging, and data restoration processes for each user’s machine on a very strict daily schedule, which also included their user-specific software.
• Served as the lead troubleshooter with any issues that occurred after the entire migration was complete, which usually included configuration and compatibility issues with the user’s upgraded, job specific software.

Confidential

Microcomputer Technician

Responsibilities:

• Contributed to company’s success by providing technical support to end users that needed assistance at The Medical Center and all surrounding buildings and offices associated with it.
• Performed troubleshooting on any computer, printers, scanners, COWs, patient televisions, as well as any other peripheral that was essential to providing the best care possible for their patients.
• Provided support by either remote connection to the user or physically going to the location and making necessary software or hardware changes, repairs, or adjustments as needed.
• Frequently set up any new laptops that were received for the doctors’ personal use. This network was on a large domain connecting three hospitals.

Confidential

Verify/Audit Specialist

Responsibilities:

• Built the fascia for several different models of ATMs by installing components, all wiring, and CPU box for each unit.
• Built the cash dispensers for different models of ATMs and ran all required testing to ensure proper performance.
• Promoted to perform Verify/Audit process of the finished product, which included full electronic testing of each component installed into each unit, as well as a full cosmetic inspection of the inside and outside of each unit before being delivered to customers.

Confidential

IT Support Technician

Responsibilities:

• Contributed to company success by providing technical support by telephone and on-site troubleshooting of Linux based software for POS system including theatre's main server, concession stand terminals, box office ticket printing terminals, and LED/LCD electronic marquee signs.
• Logged into the troubled terminal or sign remotely through its IP address on the network using a Linux command line or using VNC viewer to troubleshoot and access each component's hard drive and file system in order to locate the problem and take the appropriate course of action to successfully correct the problem.
• Participated in the conversion to new updated software using PostgreSQL; utilized 2 years of experience with PostgreSQL statements and use of PGAdmin III, which was used to troubleshoot using the new software.
• Performed troubleshooting and corrected any issues with servers, concession terminals, ticket printing terminals and ticket printers received from theatres that were having issues.

Confidential

Computer Repair Technician

Responsibilities:

• Performed troubleshooting duties on mostly Windows based systems, which required experience with every version of the Windows OS, including very extensive knowledge of Windows XP and Windows 7.
• Responsibilities included problem solving and detection, replacing any hardware that had failed or had unrecoverable issues, and performed troubleshooting duties to find solutions to any software issues.
• Upgraded hardware and software for PCs and notebook computers.
• Refurbished laptops and desktop PCs for various clients, including building complete customized systems as well.
• Administered all desktop related functions including hardware installation, software set-up, networking setup, and system configuration.
• Setup and configured wireless networks for commercial and residential clients.