TECHNICAL SKILLS

• Experience in data communications, including configuring, installing and administering Vanguard Management Systems (Motorola) and Cisco routers and networks using Visio.
• Electronics Fundamentals including AC, Electronic Circuit Devices, and Digital Microprocessor.
• Computer Servicing on Automated and PLCS Systems.
• Help Desk Analyst - New User Desktop Set-up, operate and monitor computer systems and peripheral equipment such as printers, tape drives, scanners, and external modems
• Provide computer program and/or system design assistance
• Provides and assists in IT support and services for automated systems.
• System operation and maintenance services
• Troubleshooting computer problems and processing system difficulties.
• Installing new voice and data locations
• Installing wireless access points
• Testing, trouble shooting, and terminating communication jacks
• Designed communication room, installing racks and patch panels, along with ups, wireless routers, server equipment

PROFESSIONAL EXPERIENCE

Confidential

Technical Support

Responsibilities:

• Rebuild and troubleshoot issues for POS equipment, registers, printers, scanners, and hand held devices.
• • Use incident ticketing system to resolve store damaged equipment issues.
• • Image IBM Cash registers from Windows XP to Windows 7 with Ghost imaging through the network server.
• • Update hand held Barcode scans for store.
• • Help inventory by tracking equipment going out to stores and equipment coming back from stores.

Confidential

Field Service Technician

Responsibilities:

• Installation, maintenance, and repairs on ATM and POS equipment (card readers, scanners, registers).
• Maintained mainframe computers and peripherals, HP printers and plotters (card dispensers), enterprise level servers, networks and software
• Assisted with item processing reader/sorters and networking issues on imaging systems using Ghost, medium/high complexity networking/communications equipment, network and systems management/protocols (Ethernet, Token - Ring, StarLAN, NetBIOS, X.25 and Cisco Routers).
• Primary services include hardware maintenance, installation, network management, multi-vendor maintenance and software support.
• Provided installation, maintenance and repairs on ATM (second line maintenance) and POS equipment and other electromechanical equipment at various locations within an assigned territory.

Confidential

Ancillary Support Services

Responsibilities:

• Oversaw the daily servicing and maintenance of the ATM network.
• Supported conversions by providing necessary expertise IT Support for Outlook, Linux, Adobe, Acrobat and the MS Office Suite (Word, Excel, PowerPoint).
• Participated in the planning and implementation of several software/hardware upgrades to the ATM fleet, most recently the upgrade from Windows XP to Windows 7.
• Responsible for the efficient operation of the ATM fleet by quickly identifying ATM hardware and software faults and bringing them to resolution.
• Provided first line support to branch personnel, second line support to Wincor field technicians, as well as working with third level support on more complex issues to resolve problems and answer questions.
• Cultivated the ATM training program, ATM settlement procedures, and ATM software loading instructions.
• Replaced routers, and switches for networking communication for ATM’s and user’s work stations.

Confidential

Technical Support Analyst

Responsibilities:

• Responsible for providing front-end, help desk support to clients using Citrix ticketing system.
• Supported HP Printers and Lenovo PC’s/Laptops.
• Responsible for handling large volumes of tickets, 150-200 per month or more, while maintaining a resolution of 75% or better. Troubleshooting network issues from Cisco Wireless routers, modems, VPN, and communication.
• Created users company profiles on Active Directory.
• Set up user printers, check scanners, desktops, and Laptop work stations. Working on Windows 10, Office 365, and assisted with Apple cell phone set-up for users.
• Support for all IT products and services, including answering questions from clients, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality and communicating policy effective.
• Created cell phone profile for users and setting up their emails profile on the phones.
• Trained users on programs and system applications.

Confidential

Network Equipment Technician /Equipment Coordinator

Responsibilities:

• Provided technical support to end users and maintain overall functionality of desktop and laptop Windows 7/8 applications.
• New Relic and Splunk experience.
• Troubleshoot and resolving hardware and software problems on workstations, servers, and LAN equipment.
• Responsible for maintaining current and accurate hardware inventory.
• Built, configuring and deploying Dell PC workstations and servers including Windows/MS Office operating systems.
• Installed and configuring applications on workstations and servers.
• Installed and maintain Cisco network equipment, including switches, hubs, and UPSs.
• Troubleshoot and resolve workstation problems as needed.
• Monitored, troubleshooting, and resolving problems on the company WAN.
• Assigned to implement new networking equipment into service.
• Maintain a current and accurate inventory of workstations, printers, copiers, fax machines and other LAN devices.
• Participated in the maintenance of a current and accurate inventory of servers, routers, telephones, software and other systems or devices as assigned.

Confidential

Customer Engineer (level 2)

Responsibilities:

• Installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction.
• Maintained mainframe computers and peripherals, large system printers and plotters, enterprise level servers, networks and software, item processing reader/sorters and networking issues on imaging systems, medium/high complexity networking/communications equipment, network and systems management/protocols (Ethernet, Token-Ring, StarLAN, NetBIOS, X.25).
• Primary services include hardware maintenance, installation, network management, multi-vendor maintenance and software support.
• Provided installation, maintenance and repairs on ATM (second line maintenance) and/or POS (Point of Sale) equipment and other electromechanical equipment at various locations within an assigned territory.