PROFESSIONAL SUMMARY

• me is an A+ Certified Information Technology Specialist with multi - level technical support, account management and system administration experience.
• me is client-focused and recognized for demonstrating a natural aptitude for providing high levels of software, network, and hardware support using proven technical client services support methods to achieve operational excellence.
• me is a problem solver who enjoys using creative and documented approaches to challenging situations in dealing with frustrated users and stakeholders.
• My professional focal points include communicating TEMPeffectively with both technical and nontechnical users, vertically and horizontally, providing optimal solutions to meet client and company needs.

TECHNICAL SKILLS

• Excellent organizational skills and inner-office interpersonal soft-skills; Team Player
• Analytical, dependable, detail oriented, and passionate about learning new technologies
• Managed IT Services, IMACD, ITIL, Agile/SCRUM methodologies
• Windows, various Linux distros, MacOS, iOS, Android OSes
• PCs, Laptops, Mobile device, Printers, Data Closet Networking rack devices, WAPs, 110 Block, VoIP configurations and troubleshooting
• LAN, WLAN, SAN, TCP/IP, VPN/Remote configuration and Security
• Server, application, and desktop virtualization using VMWare, VirtualBox, and Hyper-V
• Monitoring and config of Windows and Ubuntu Server, AD, Exchange, DHCP, DNS
• RAID server array and load balancing configurations and troubleshooting
• Maintain data reports and technical documentation for all support tickets and management records
• Review and analyze application logs for assistance in Break/Fix and Research and Development solutions
• Custom device imaging and software deployments using SCCM, Symantec Ghost and various data migration tools
• Custom automation scripting using VSCode, PowerShell, Ansible, AutoHotKey, and SQL Developer; SQL and NoSQL architectures
• AD automation to halp with day to day management
• Application development of PWAs using MERN stack; Javascript, HTML5, CSS and Sass
• Other tools and utilities: Service Manager, Jira, Maximo, VPSx, Infoblox, HP Webjet Admin, MongoDB Office365, GSuite, Salesforce, Trello, Slack, XAMPP, WordPress, Bombgar, TeamViewer to a name a few
• Extensive knowledge of Audio Video equipment installation as well as production and editing tools

PROFESSIONAL EXPERIENCE

Confidential, Roanoke, VA

ONSITE ADMINISTRATOR

Responsibilities:

• Answer, evaluate and prioritize incoming support tickets via xMatters and Service Manager for assistance for users experiencing problems with hardware, software, networking and other computer-related technologies
• Install, troubleshoot, image and configure all computer-related PC, mobile, A/V, and print devices as well as print and PC organizational software settings in Active Directory, Epic, EPR, LWS, Maximo, Service Manager, PRN, and Infoblox
• Manage Linux Server and implement changes to teh internal Intranet Asset PWA dashboard application using MERN stack, HTML5, Sass, CSS, Python and various other native and web based tools and technologies
• Promptly provide outstanding team, and user relations Confidential all levels with solutions for all technical issues diligently throughout teh process using Internal communication tools as well as personal follow ups
• Update all internal databases for internal data record synchronicity to ensure proper network mapping of devices and proper delivery of all department break/fix and backstock inventory
• Troubleshoot and configure network and data closets for proper mapping and functionality of staff devices, UPS units, 110 block phone systems for fax and POTS lines,

Confidential, Roanoke, VA

TECHNICAL SUPPORT ENGINEER

Responsibilities:

• Answered, evaluated and prioritized incoming telephone, email and chat-based requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies. Exceeded desired KPIs closing an average of 18 calls daily (225% above quota) with a 95% first-call resolution ratio
• Remotely assisted users using Bomgar remote desktop software
• Identified problems, conducted research, provided resolutions and followed up with customers as needed, escalating more complex cases to teh appropriate team and sales related support to Account Managers
• Provided installation, configuration and troubleshooting of 1st and 3rd party applications/server plug-ins, RAID Arrays, SIF agents for Active Directory, Oracle Data Pumps, and SQL database solutions
• Logged and tracked support assistance requests using Salesforce to maintain all history records
• Prepared statistical reports, such as halp desk incident reports with Salesforce and Jira to consult with programmers and off-site Hosting and Sales departments and explained software errors and recommended changes and server array steps to be taken to core applications as well as sales follow-up leads
• Tested software and hardware to evaluate ease of use and whether a product will aid users in performing work
• Communicated and collaborated within teh company using Office 365, Intel Unite, Slack, Zoom, and Sharepoint

Confidential, Roanoke, VA

TECHNICAL SUPPORT SPECIALIST

Responsibilities:

• Worked onsite and remotely as a technical issue problem solver. Conducted product analysis in order to troubleshoot and repair hardware and software systems including desktop, laptop, virtual PC, printer, mobile, and networking for SMBs
• Applied innovative analytical problem-solving skills to rapidly diagnose, troubleshoot, and resolve client issues
• Aligned objectives and bridged communication in offering diligent inner-office and telecommunication skills
• End user training for new and existing tools and applications using telephonic and remote support assistance
• Worked with cloud solutions, virtual machines, Microsoft Server 2016, Active Directory, Microsoft Exchange, VPNs, and device imaging and deployment, and data migration
• Applied knowledge of DNS, DHCP, routing and VLANs
• Troubleshoot systems related issues impacting encryption and device applications

Confidential, Roanoke, VA

SALES TEAM LEADER/TECHNICAL SUPPORT

Responsibilities:

• Served as wireless device team leader for three locations servicing business and consumer clients in a large regional area; efforts centered on spearheading high levels of customer service and technical support of wireless devices for teh regional sales team
• Scheduled customer training sessions for new and existing devices and applications
• Documented all job duties within proprietary company CRM software accurately
• Managed store Social Media presences and created marketing solutions
• Achieved number one sales agent status in a 12 store market 18 times
• Kept current knowledge of hardware platforms, wireless networks, and all operating systems and devices

Confidential, Roanoke, VA

TECHNICAL SUPPORT REPRESENTATIVE

Responsibilities:

• Partnered with a small national team, on site and remotely, resulting in teh completion of web design and software orders
• Gathered stakeholder requirements of over 750 accounts resulting in timely completion of various orders
• Negotiated contracts with additional application programmers, UI/UX developers, and digital A/V production teams
• Website file creation and server configuration in LAMP applying knowledge of HTML5, CSS3, PHP, SQL, and JavaScript
• Represented teh company nationally Confidential large, state-specific, industry conventions as a product information and support team member working our company information booth and our 50-100 person conference room product seminars and workshops
• End user training for new and existing applications using MS Remote Desktop Connection, LogMeIn, and Skype
• Created user FAQ Knowledgebase documentation using customer enhancement requests and support tickets