OBJECTIVE:

To obtain a role that allows utilization of my interpersonal, communication and technical skills with an organization that allows for both personal and professional growth and advancement.

SUMMARY:

• 10+ years experience repairing, building, planning/sourcing parts for workstations, notebooks and servers.
• A+ Certified PC Technician. Seeking Network+.
• Build, restore and upgrade PC/Laptop systems. System board level repairs.
• Office Professional . Proficient with Windows XP, Vista, 7, 8.1 and 10. Experience with Server R2, 2011 Small Business and Exchange 2007, 2010, and 2013.
• Hyper - V building lab environments.
• Remote access with LogMeIn, Join.me, AMMYY Admin and Splashtop. VPN and RDP.
• Backup customer’s data, restore their licensed operating system preserving their data and performing various email software setups keeping data files intact.
• Bluetooth, wired and wireless networking, VPN and VoIP Phone Systems. AVAYA IP Office mobile twinning. Android, Blackberry, iOS, tablets and phones. Configuration of various hosted VoIP systems.
• Customer service, instruction, facilitation, self-starting and resourceful.
• Retail Experience from . Over 10 Years Call Center Experience including desktop, deskside and training support and now current.

PROFESSIONAL EXPERIENCE:

Confidential,Charlotte, NC

Business Class Technical Support

• Assist team members with technical knowledge of LAN and WAN setups as well as DNS records setup and email client setup.
• Provide new and existing customers with product recommendations based on network needs.
• Provide network support for high speed data modems reviewing upstream and downstream signal levels, utilization and statistical data regarding network interruptions and intermittent service issues.
• Assist customers with VoIP phone services including call routing, hunt groups, voicemail, forwarding and auto attendant settings.
• Review accounts for potential equipment/service balancing issues that may be interrupting service.
• Provide customer follow-up to ensure issues are properly escalated and resolved in a timely manner.

Confidential,Charlotte, NC

Assistant Controls Manager / IT Management

• Controls installation project management.
• Design program logic for direct digital controllers and their front-end interfaces for commercial HVAC and Industrial Refrigeration systems.
• Configure BACnet integrations with multiple vendor systems.
• Oversee IT operations with one direct report and mentored.

Confidential,Charlotte, NC

Support Escalation Engineer

• Provide Tier 3 Technical Support via email and phone to Premium Exchange 2007, 2010, 2013 and 2016 customers. Troubleshoot all aspects of the mailbox role and performance issues as a contractor for Microsoft.
• Work closely with clients at an Enterprise level resolving issues, upgrades and patches.
• Assist customers with setting up rules and policies for their organization

Confidential, Charlotte, NC

IT / Controls Specialist

• Startup IT and Building Management System Controls Department. Controls installation project management.
• Manage Server 2011 and Exchange 2010 as well as individual work stations, laptops and Android/iPad tablets for 40+ users. Provide PC/Laptop purchasing, installation and repair.
• Maintain AVAYA IP Office phone system.
• Implement Android/iPad tablets for field service to office communications and research.
• Design industrial refrigeration and commercial HVAC controls and graphics front end as well as write block logic for sequence of operation.

Confidential,Charlotte, NC

Senior Technician

• Troubleshoot PC and Laptop systems and make repairs to main board power connectors. Replaced LCDs, keyboards and other laptop peripherals as needed.
• Evaluate, build custom PCs. Repair OEM Laptop and Desktop systems.
• Malware removal and education on prevention.
• Install entry level server systems with Windows Server 2008 and 2011 Standard for small businesses. Performed DNS record changes with domain registrars and setup hosting.
• Network setup including mapped drives, folder redirection and Active Directory.
• Routing and remote access, VPN connectivity configuration.
• Maintained inventory on new and refurbished systems in QuickBooks.

Confidential,Charlotte, NC

Senior Facilitator

• Coordinate general office operation, conference calls and supply orders.
• Answer and transfer calls over multiline switchboard VoIP system.
• Verify and process orders and follow through to completion
• Provide sales support for fax and copy machine National and Commercial lines of business.
• Create spreadsheets to tracks sales and correspondence.
• Manage marketing projects to increase sales volume by creating brochures, information packs and training materials.
• Technical training on Fax/Copier software and network setup and configuration.