TECHNICAL SKILLS:

Hardware: Windows - (95/98, ME, 2000, XP, Vista, 7, 10), MAC OS-All Platforms, UNIX, Confidential Compaq Desktops and Laptops, Confidential Desktops and Laptops, Blackberrys, RF Scanners, Video Conferencing Equipment, Switches, Routers, Printers - (Lexmark, Confidential Scanners, VOIP/PBX systems, cable wire toners, XEROX MFP’s Polycom A/V Equipment, Tech Support and Troubleshooting skills.

Software: Microsoft Office - (2003, 2007, 2010), PC Anywhere, Remedy and Peregrine Ticketing Systems, Altiris, Ghost, Norton Anti-Virus, Mcafee, Cisco VPN, Active Directory, WebAD, LANDesk, Lotus Notes, Visio Viewer, Avaya Communication Manger, Veritas, Edocs OpenText, VMWARE, Adobe Acrobat reader/writer, FaxCom, Call Pilot, Phone Master, SCCM

WORK EXPERIENCE:

Confidential, Memphis, TN

IT Analyst/Desktop Support

Responsibilities:

• Support of desktop/laptop hardware and virtual environments running Windows XP & Windows 7
• Support of Intel servers running Windows
• Troubleshoot and Configure/Reconfigure RF Guns
• Update RF Gun Firmware, and replace RF Gun touchscreens and keyboards
• Provide Network Support
• Troubleshoot and Repair Printers
• Support 3rd party production and global applications for client and server installations
• Support of multi-vendor network equipment focusing on client connectivity via wired and wireless options
• Support and train users with varied client experience levels on network access and basic functions

Confidential, Memphis, TN

IT Technician and Printer Support Specialist

Responsibilities:

• Enhanced production in high value areas by 100% by improving policies and processes.
• Minimized downtime by effectively troubleshooting issues and documenting procedures to share with my team.
• Servicing Thermal, Laser and Label Printers for 500+ employees
• Replacing broken, malfunctioning, and/or outdated equipment
• Maintaining network communications between the print servers and devices
• Improved PrintOps Efficiency by maximizing performance and a 75% increase in meeting SLA requirements.

Confidential, Memphis, TN

IT Technician

Responsibilities:

• Windows 7 migration project consisting of upgrading 900+ users from Windows XP to Windows 7

Confidential, Olive Branch, MS

Test Engineer/R&D

Responsibilities:

• Maintained the operation of all test equipment for the Confidential account
• Created all processes and work instructions used by all testers on the floor
• Built all test rigs for test purposes and answered directly to the Operations Manager

Confidential, Memphis, TN

Printer repair/Server repair

Responsibilities:

• Repairing and configuring Lexmark printers
• Repairing and configuring standalone servers

Confidential, Collierville, TN

Help Desk Support Analyst

Responsibilities:

• Diagnosing and troubleshooting issues with any devices employees call in with.
• Remoting into the customers machines to resolve any virus or networking issues they might have.

Confidential, Memphis, TN

IT/Helpdesk

Responsibilities:

• Support for 87 lab techs and management personnel.
• Upgraded systems from Windows XP to Windows 7.
• Server upgrades and maintenance.
• Running the daily/weekly/monthly backups for the tape drive.
• System moves and setups. Company cellphone setups.
• On call for afterhours issues/support.

Confidential, Memphis, TN

Online Tech Support/Helpdesk

Responsibilities:

• To maintain the different servers that hold the financial institutes critical information
• To be in direct contact with customers via phone to fix any and all online issues that they may experience
• To solve any issues that bank employees may have pertaining to the online aspect of their job’s functions
• Answering directly to the Manager of the digital strategy group and the Sr. VP of technology for the bank
• Manage the tool the determines fraud for the bank to bank transfer system for the entire bank
• To assist in various types of workstation support for different groups within the bank

Confidential, Memphis, TN

Confidential Escalation Technician

Responsibilities:

• Diagnose and repair systems that production techs could not and repeat systems as well. Also place outbound calls to customers to keep them informed of the status of their laptop repair.

Confidential

Laptop Repair Technician

Responsibilities:

• Diagnosed and repair Confidential Laptop computers. Trained to repair and diagnose all parts of a system including the motherboards and to diagnose a system just by reading the LED flash error codes. Currently produce 20 quality systems per day while maintaining excellent quality.
• Data Entry/Processing: Use Oracle software to process and disposition repaired, customer hold or parts hold systems. Also to look up customer service reports to find the customer’s more detailed problem descriptions.

Confidential

Senior Production Control Specialist

Responsibilities:

• Supervised 65 Technician to insure that production turnaround Time was met.

Confidential

Laptop Repair Technician

Responsibilities:

• Diagnosed and repair Hewlett Packard Laptop computers.
• Trained to repair and diagnose all parts of a system including the motherboards and to diagnose a system just by reading the LED flash error codes.
• Having to produce 15 quality systems per day while maintaining excellent quality