SUMMARY

• Mission - oriented, with driven desire to excel in all assigned projects/programs.
• Strong leadership ability with extensive experiences as a field engineer.

• Cellular Technology
• Implementing and upgrading Confidential 4G/LTE tower hard- and software
• Migrate from 2G to 3G technology
• Migrate from 3G to 4G and LTE technology
• Upgrading Cell Tower Operating Systems
• PC Technology
• Configure and upgrade PC hardware
• Configure network settings
• Train clients and employees (including tutoring and mentoring)
• On-site computer repairs and upgrades
• Install and upgrade Windows operating systems (Windows XP, Vista, 7, 8.10)
• Install and upgrade Windows server operating systems (Windows NT, 2000, 2003, 2008 R2)
• Install, upgrade and operate Windows applications (MS Office, Anti-Virus packages, etc.)
• Install and upgrade home networks;

TECHNICAL SKILLS

• Windows XP
• Vista 7, 8, 10
• OS
• Microsoft Access
• Remote Desktop
• Cell Tower Ops
• PC Hardware
• PC Tech
• Channel Connect
• ENV Configuration
• Windows Server
• MS Office Products
• Antivirus Packages

PROFESSIONAL EXPERIENCE

Technical System Analyst III

Confidential - Lawrenceville, Georgia

Responsibilities:

• Managing, coordinating, and escalating urgent and complicated support issues.
• Developing methodologies and escalation processes to ensure proper information flow within the organization.
• Training, coaching, and mentoring desktop support staff; overseeing staff activities; and building and obtaining training material for support staff.
• Interacting with internal and external customers.
• Providing data and reporting of KPI’s and trends weekly, monthly, and as needed.
• Monitoring and managing inventory data.
• Maintaining an effective and workable framework for managing and improving customer IT support in the organization.
• Advising management on situations that may require additional client support or escalation.
• Reviewing survey feedback to improve services, tools, and support.
• Inventory management.
• Remedy Ticket Management System.
• AssetTiger Management System.
• Salesforce Management System.
• CMDB Database.

Lead Systems Analyst / Server Support Specialist

Confidential - Atlanta, Georgia

Responsibilities:

• Lead Night Shift System Analyst Delegates tasks and creates schedules for other analysts.
• Performing Software/Hardware upgrades and Server Swaps along with several other tasks for Confidential Clients
• Troubleshooting software issues
• Reading installation and Debout logs to diagnose install issues.
• POS Deployment & providing support of POS Systems. Installation support and Migration of data for new servers.

IMP Field Engineer

Confidential - Midwest, North America

Responsibilities:

• IMP (Integration Migration Provisioning) Field Engineer for Confidential Network Vision.
• Responsible for Migration from current to new technology (2G/3G to 4G LTE network) hardware and software installation
• Setup of Cisco CSR/ASR routers
• Load ENV configuration files into 3G and 4G digital units.
• Responsible for activating new technology on go-live day
• Configuration and test of alarm systems at cell tower (capacity and breakage alarms)
• Channeling Connectivity to MMBS through 66 Block or RJ45 and Couplers
• Adding and configuring of T1 lines
• Recording Activity for Accountability and Reports.
• Communicating with LCC and RAN.

Regional Service Technician

Confidential - Norcross Georgia

Responsibilities:

• Customer support (ticket system) for Kroger, Aldi, Michaels and Food Lion
• Point of Sale equipment repair
• Troubleshooting, maintenance, repair, and recovery of failed IT hardware
• Order and install replacement parts
• Setup, test and configured networks, desktops and printers.
• All other aspects of trouble tickets assigned to the work zone (Includes providing comprehensive notes, resolution information, equipment information, closure detail or billing information)

Senior Computer Technician

Confidential - Atlanta, Georgia

Responsibilities:

• Identify issues (hard- or software); Resolve issues on site (if possible)
• Install, upgrade and maintain network, software
• Set up Ethernet and Wi-Fi networks (routers, switches, wiring, etc.)
• Install, upgrade and maintain PC hardware of all types (Desktops, laptops, servers)
• Re-image default configurations; Install backup solutions
• Degassing screens; PC repairs
• Call-in support for customers calling with an issue they experience with their equipment
• Installation of new hardware (memory, hard drives, DVD drives, etc.)
• Installation and upgrades of software (Windows, Windows applications, etc.)
• Removal of viruses and other malware; Repair of TV sets and other home electronics
• Use of company ticket tracking system (schedule, work and close tickets)
• Remove viruses and other malware and implement proactive anti-virus solutions
• Secure disposal of old and/or defective hard disk drives
• Provide training for PC applications (MS Office, etc.) and non-PC hardware (cameras, printers)
• In-Store support
• Provide training to other employees & customers; Inventory planning
• Operating cash register; Shipping and receiving
• Accounting for call out tickets and client payments; Weekly staff meetings
• Minor supervisory tasks; Received regular training on new technologies (E-Training)