SUMMARY:

• Proficient in the technical areas of PC and server hardware, software, LAN technologies, implementation, installation, troubleshooting and maintenance.
• Strong ability to grow knowledge base easily, research, and work through complex challenges.
• A perpetual learner, with a curious mind, passion for technology, and positive attitude.
• Experienced in customer communications and support, with the ability to articulate complex issues in a way that non - technical individuals will easily understand.
• Competencies in compiling, formatting and analyzing data to identify trends, leading to appropriate business strategies.

TECHNICAL PROFICIENCIES AND EXPERIENCE:

• PC & Server Hardware
• Debian, Confidential Linux Administration
• IP & DNS Management
• LAN Infrastructure
• Network Device Config & Management
• Storage Backup & Restore
• PC Peripheral Troubleshooting
• Data Center Installations
• HTML/CSS and CMS Design
• Malware Prevention & Removal
• Audio, Video, & Surveillance Equipment
• Low-Voltage Cabling

PROFESSIONAL EXPERIENCE:

Confidential, Webster Groves, MO

System Specialist

Responsibilities:

• Train, assist, and lead Computer Technicians (3) in all team responsibilities.
• Assist with Post-Sales process in interpreting customer needs and provide any needed assistance with technical discussion and understanding of our product line.
• Coordinate product implementation with customer after handoff by Sales/Contracts team, including assistance with customer network design, site survey and requirements gathering, and completing the configuration and buildout of the solution, including the shipment, installation, and customer handoff of the full solution.
• Maintain relationships with customers in the banking/financial industries.
• Coordinate with internal ITS/Networking team for implementation of access (management) to customer networks worldwide.
• Work with other internal teams to improve existing processes and efficiency, including Engineering, Product Management, Account Management, Sales, and Executive.
• Manage new firmware rollouts for appliance BIOS, BMC, etc, and maintain packaging as needed.
• New deployment server and networking device installation at customer data centers (domestic and international travel, as required).
• Serve as escalation contact to troubleshoot, diagnose and resolve hardware and remote connectivity issues at customer sites for new installations, as well as existing deployments.
• Prepare technician work instruction/documentation for new datacenter installations and maintenance. Maintain accurate customer site documentation for all current and future deployments.
• Provide field technician training for new hardware installations, troubleshooting, and maintenance.
• Designed, proposed, and implemented manufacturing floor space and work area improvements that improved our departments overall efficiency for storage, build/testing, and shipping/receiving. Included presentation, coordination, and request for approval from Management/Executive team.

Confidential, Webster Groves , MO

Computer Technician

Responsibilities:

• Maintain internal datacenter - 150+ servers, network devices, cabling, PDUs, UPSs, etc.
• Build, image, configure, cable, and maintain all Linux-based ( Confidential ) engineering systems for in-house testing and development.
• Build new Market Data systems per customer requirements. Verify configurations, and prep/ship to customer data center.
• Perform on-site installations at customer datacenters, including system racking, cabling, troubleshooting.
• Flash proprietary firmware and hardware test all Accelerator cards
• Receive returned, decommissioned, and defective equipment. Incoming quality check for all servers and networking devices.

Confidential, St. Louis, MO

Business Analyst

Responsibilities:

• Conducted recurring ticket analysis and Service Quality Review preparation for assigned customers, as well as unmanaged customers as requested.
• Data cleaning, formatting, reporting, and analysis.
• Summarized service outages and events in formal written form for customer presentation.
• Reviewed customer outage tickets, as well as Service Level Agreements, to determine if service credit is due.
• Reviewed upcoming scheduled maintenance reports for assigned customers and prepare / send out notifications for the activity.
• Set up and maintained customer subscriptions to scheduled maintenance and event notification systems.
• Maintained customer information/databases with current service assurance contact information for proactive tickets.
• Maintained proactive monitoring system subscriptions for customer circuit inventory.
• Assisted with other account related tasks as needed, in support of the 15 Network Service Managers, and more than 120 enterprise customers in the Central region.
• Developed new and improved existing automation macro/scripts for Sprint's mainframe application, which ultimately saved many hundreds of hours of repetitive manual data entry and customer account modifications for several individuals within my organization.

Technical Service Representative

Confidential

Responsibilities:

• Troubleshooting and repair for all makes and models of mobile handsets and network related issues.
• Assisted sales team with technical support for customers.
• Performed technical training to sales representatives and new TSRs.
• Performed monthly inventory counts and reporting.
• Managed customer data migration for device upgrades.
• Maintained high C-SAT rating at Confidential ' busiest retail location.
• Due to high level of competency and proven performance, was regularly assigned temporary duties at additional high traffic retail locations for additional support.

Confidential, St. Louis, MO

Mobile Sales and Installation Specialist

Responsibilities:

• Sales and installation of all mobile electronics, including vehicle security and convenience equipment, mobile audio/video, GPS, and performance products.
• Maintained all display boards and kept computer-controlled devices in proper working order.
• Troubleshooting and warranty repair of all installed equipment.
• Maintained an acceptable percentage of installations as per budget, as well as sales and accessory goals.
• Custom fabrication and installation of mobile audio and video products.

Confidential, St. Louis, MO

Sales Representative

Responsibilities:

• Sales and technical support for all products including, but not limited to, electronic parts and accessories, cellular and PCS technologies, computer hardware and software, networking infrastructure, home security and automation products, and audio/visual equipment.
• Train and execute parts inventory control, financial deposits and cash register drawer balancing.