SUMMARY

• Trained computer support professional that is transitioning into a new career path.
• Has a demonstrated ability to integrate computer skills, customer service experience, and related education to exceed technical, business, customer requirements, and overall company goals.
• Professionally trained A+ certified by CompTIA.
• Committed and motivated employee focused on the success of the team, the solutions, the company and its values, while also maintaining individual success.

Areas of Expertise

• Windows /2000/XP/7/10
• Microsoft Office
• Hardware/Software installation
• Microsoft WSUS
• Set - up users and policies
• Network implementation
• Install, configure, upgrade, and troubleshoot vendor neutral systems
• Component repair
• OS Fundamentals
• TCP/IP configuration
• Install and configure client and server operating systems
• Diagnosing software and hardware problems
• SCCM/Norton Ghost Imaging Tools
• VMWare
• DameWare/TeamViewer
• Microsoft Deployment Toolkit
• BMC Remedy/Service Now Ticketing Systems

PROFESSIONAL EXPERIENCE

Confidential

Owner/Operator

Responsibilities:

• Troubleshoot, diagnose, and repair issues for iPads, Laptops, Desktops, and Tablets.
• Set-up and configure wired and wireless networks in a home and home office environment.
• Install Windows XP, Win 7, Win8, Win 8.1, and Win 10, Linux, and IOS.
• Upgrade, install and configure memory.
• Virus Removal and file recovery.

Confidential

Field Services Engineer

Responsibilities:

• Provides direct Face - to-Face world class end user support experience with an emphasis on quality resolutions
• Helps improve end user s productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities
• Provides hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devices
• Provides operating system and application support to diagnose and resolve unique, non-recurring problems
• Reimages systems as required
• Identifies potential escalations and proactively alerts management as needed.
• Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified
• Recommends and/or performs upgrades on systems
• Works with procurement staff to purchase hardware and software
• Completes installation and testing of computers and peripherals within established standards and guidelines
• Provides basic support for mobile devices and printers
• Provides primary support to executive users
• Provides equipment move services
• Ensures configuration and inventory management database entries are complete and accurate
• Provides time / resource estimates for assigned tasks including time tracking activities
• Local travel as needed
• Performs other duties as assigned

Confidential

Level 2 IT Help Desk Quality Assurance (QA)/Work Force Management (WFM) Analyst

Responsibilities:

• Conduct QA phone calls, including work notes review of relevant ticket(s).
• QA call backsfor work notes review of relevant ticket(s).
• QA chat transcript for relevant ticket(s).
• Calculate agent shifts, lunches, breaks, time off, and overtime to align with service volume, log attendance, tardiness,non-ready utilization and communicate out to leadership.
• Monitor long calls and engage with agents to assist and resolve blockers in real time.
• Conduct Weekly Gap Analysis to audit service desk ticket composition to provide findings & recommendations.
• Utilize historical data to determine agent staffing levels and work with leadership.
• Create necessary QA/WFM reports and deliver to Service Desk Management and teammates regarding performance.
• Create hourly QA/WFM reports and deliver to upper management.

Confidential - Raleigh NC

Tier 2 Service Desk Tech

Responsibilities:

• Provided technical support to onsite and remote customers across theU.S. supporting the Food Safety Inspection Service within the United States Department of Agriculture.
• Troubleshot information technology issues, including networking, system/application access, software, andhardware (i.e., government-issued laptops, desktops, mobile devices, printers, VOIP, and other peripherals)through service calls applying operating system updates, patches, and configuration changes while remaining in compliance withauthorized software and configuration guidelines.
• Understood, analyzed, diagnosed, and corrected issues related to user configuration, network and security settings, hardware/software failures, etc. to resolution and achieving customer satisfaction.
• Provided updates to customers and management on the status of urgent, recurring, and high-profile problems.
• Answered queries by telephone, escalations from Service Desk Tier 1, or self-service ticket in support of internaland/or remote customers according to company SLA’s (Service Level Agreement).
• Handled management escalations involved reviewing the ticket history for the user and any ongoing issues to either implement an appropriate resolution or escalate accordingly.
• Handled special assignments included writing knowledge base articles for customers and technicians.
• Received a daily ticket report to process tickets that were near missing Service Level Agreement(SLA) to ensure timely resolutions for customer tickets andprovided updates to management on any recurring issues.
• Provided refresher training for technicians via Microsoft Teams.

Confidential

Traveling PC Technician

Responsibilities:

• Removed obsolete Desktop PCs and Installed Thin Client Devices.
• Set up laptop users with Travel Print software.
• Performed inventory control of old and new equipment.
• Created Punch Down Terminations for new jacks.
• Conducted Site Cleanup after completion.

Confidential - Cary, NC

Help Desk Analyst

Responsibilities:

• Served as the initial point of contact for resolution of desktop/laptop related problems in a 56,000+ customer enterprise.
• Troubleshot research, diagnosed, documented, and resolved technical issues surrounding Windows 7 and Windows 10, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone.
• Documented, tracked, resolved, and reported on problems and work orders using Remedy Action Request database system.

Confidential - Fort Bragg, NC

Mid Help Desk Technician

Responsibilities:

• Served as the initial point of contact for resolution of desktop/laptop related problems in a 62,000+ customer enterprise.
• Troubleshot research, diagnosed, documented, and resolved technical issues surrounding Windows 7 and Windows 10, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone.
• Documented, tracked, resolved, and reported on problems and work orders using Remedy Action Request database system.
• Monitored secure and non-secure networks and escalate incidents to system administrators, network administrators, computer security administrators and management teams for resolution utilizing Dameware, VMware and Terminal Services to resolve issues.
• Monitored networks, secure and non-secure; modified accounts via Active Directory, submitted changes to file management and peripheral devices via Remedy, escalate network incidents, and provided direct support to customers located throughout the world.

Confidential - Raleigh, NC

Customer Engineer

Responsibilities:

• Primarily provides Tier 1 & 2 level support; occasionally performs Tier 3 level support.
• Performs basic computer hardware and software installations.
• Interacts with customers by responding to technical questions or request for information.
• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.

Confidential - Sanford, NC

Technology Assistant

Responsibilities:

• Ensure teachers know how to use available software and hardware.
• Perform backups as required.
• Train users for full utilization of hardware and software.
• Use VMWare to update and configure numerous servers around the school
• Install new software.
• Evaluate hardware and software and make purchase recommendations

Confidential

Point of Sales (POS) Field Tech

Responsibilities:

• Primarily provides Tier 1 & 2 level support; occasionally performs Tier 3 level support.
• Performs basic computer hardware and software installations.
• Interacts with customers by responding to technical questions or request for information.
• Processes timely and accurate information to ensure compliance with warranty requirements of vendors.
• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.

Confidential

Operations Specialist

Responsibilities:

• Conducted Physical Security duties and responsibilities for maintaining and establishing new Closed Areas facility drawings for new or remodeled classified areas) to ensure compliance with company and military/government regulations/requirements.
• Received, inventoried, managed, safeguarded, and distributed classified and secret material.
• Naval Warfare Publication Library custodian managing X-09 and X-10 safes along with work center space management
• Assisted in the planning, coordination, and execution of real-world land Strike Mission.