Summary

Over20 years of successful IT and technical support experience with an affinity for meeting the challenging goals of companies and their customers.

Excellent analytical skills, resulting in quicker resolutions to open customer inquiries.

A team player who can effortlessly collaborate with clients and find the most effective solution to their problem.

Adaptable to new environments and products; have worked in both hardware and software technical support departments.

Technical Skills

PC Servers and workstations

MacOS

Microsoft Office Suite

Remote Desktop Software

Diagnostic Programs

Backups

Network Administration

Hard Disk Drives/Sound/Network Cards

PC Servers and workstations

Cables/Scanners

Radiang Aloha Systems, 5yrs

Installation of various printers

Installation/De-installation of POS systems

Hard Disk Drives

Installation/De-Installation of Cisco routers

Sound/Network Cards

Ghosting

Cable, Telephone & Internet Installation

Windows 7, and Windows XP

Norton/McAfee Anti-virus Clients

Certifications

Comptia A+; Comptia Network+; HP; Forklift Operations

Military Experience And Training

U. S. Army, Information Systems Operator-Analyst; Software Analyst

U. S. Army, Packing Specialist, Facilities Management, Materiel Management processes

U. S. Marine Corps, Basic Supply Administration and Operations

Work History

2014 - Present

CompuCom  Multiple Locations

Field Service Technician

Provides field service support, consultation and troubleshooting of systems and equipment; Advise customers and provide best technical solution to solve the customer issue; Complete assigned jobs with assistance from lead technicians; Conduct required tests and calibration using test equipment.

2013 - 2014

AT & T  Dallas, TX

Premise Technician

Performed all aspects of installing, repairing, disconnecting, modifying, upgrading and downgrading of customer service offerings, including Customer Premise Equipment (CPE) and inside wire. Installed, repaired, disconnected, modified, downgraded and upgraded set-top boxes, residential and home entertainment gateways, home networking and Wi-Fi equipment; inside wire, including COAX, cat3 and cat5; and station connection materials. Installed and rearranged inside wire for IPTV, VoIP and high speed internet/DSL services on the Light speed network. Performed work in buildings, attics, basements and crawl spaces, involving kneeling, stooping, bending, crouching, crawling or other uncomfortable positions. Placed cross-connects at the serving area interface to move customer to the Light speed network. Climbed stepped and un-stepped poles.

2011 - 2013

CSC  Dallas, TX

Desktop Support Technician

Installed and upgraded various computer equipment and software for end users. Worked in a project environment with little or no direct supervision. Provided Level 2 and 3 support in a Windows XP/7 environment. Provided technical support, including incident tickets, problem tickets, and service requests. Performed analytical, technical, and administrative work in the planning, design, and installation of new and existing personal computing systems and peripherals. Conferred with end users to determine the types of required hardware, software, and connectivity needed. Maintained and utilized telecommunications and networking protocols to troubleshoot issues. Maintained inventory database, assigned hardware and software assets, and managed warranty and service agreement information. Supported network and desktop printers. Worked with vendors to troubleshoot problems with hardware and software.

2008 - 2011

CompuCom  Dallas, TX

Technical Support Analyst

Performed remedial repair and preventive maintenance on PC’s and laser jet printers. Physical reboots and cable changes for network devices such as routers and switches, hardware installation, de-installation, moves, adds and changes. Provide user data and application recovery. Customized desktop hardware to meet user specifications and site standards. Used diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. Used tools and methodologies to load, copy and customize operating system configurations. Familiarize end users on basic software, hardware and peripheral device operation. Ensured all systems work properly and equipment is packaged and transported correctly. Returned defective modules/parts to maintenance inventory. Media management, e.g. loading and unloading backup tapes by running maintenance commands and prepping them for offsite delivery. Documented customer depot repairs, maintained and restocked assigned parts inventory to insure proper spare parts levels. Arranged for and/or prepared equipment for shipping/receiving, and handled customer pick-ups for equipment and supplies.

2007 - 2008

Isis Technologies Oklahoma City, OK

Field Service Technician

Performed On-Site POS Maintenance for companies; performed all facets of on-site computer repair; de-installed obsolete equipment and installed new equipment quickly to minimize company downtime; thoroughly tested the new equipment and removed the old; Rewired companies to accommodate new equipment; replaced phone lines. Make critical & time sensitive decisions, exhibit sound and accurate judgment, support and explain reasoning for decisions, include appropriate people in decision-making process.

2005 - 2008

Getronics  Richmond, VA

Field Service Technician

Analyzed and evaluated equipment performance; Performed direct maintenance on demand to resolve existing, complex equipment problems. Physical installation of new Lenox and Window servers into the environment, including cabling and racking. Contacted customers within specified guidelines to determine priority and possible problem resolution; Performed preventive maintenance during service visit to ensure continued equipment performance; Followed accepted maintenance procedures and develops systems knowledge to address individual customer needs; Installed and removed systems and subsystems

Education

North Central Technical College, Mansfield, OH

Information Technology