SUMMARY:

• Solve technical problems for internal and external customers
• Oversee projects to ensure completion in a timely manner.
• Assist fellow employees and customers troubleshooting software, and network issues
• Create and update Technical Documents

CERTIFICATIONS AND SKILLS

• Information Technology Diploma - RCCC
• Bootstrap Certification - w3schools
• SQL Certification CP-207 - NCSA
• TCP/IP Certification CN-301 - NCSA
• XEROX Certification - BLASS, BRUNELL, and ColorQube models
• Microsoft Publisher Document Design
• CAD Design layout and editing
• Telecommunications training - Confidential &T
• Ethernet, DSL, VoIP, Cabling experience
• Six Sigma certification - RCCC / Altria
• 5S and Lean Manufacturing experience
• NC Electrical Contractors License
• Universal CFC Card
• Four Year Electrical Apprenticeship
• Fire Alarm system experience
• Process Automation experience
• Solid Customer Service and Education skills

EXPERIENCE

Confidential, NC

Customer Service Representative

Responsibilities:

• Support NY and NJ Medicare, and Medicaid customers. Advise members of the scope of benefits.
• Primary Care Physician, Dental, Vision, and Behavioral Health research for customers, assignment, schedule appointments, verify addresses, and issue new ID cards.
• Inform member of HEDIS gaps in care. AS400 Pharmacy configuration, query, and medication research for Prior Authorization requirements. Issue 24 hr. overrides for members to pick up medications, when Authorizations are on file. Coordinate with Optum, local Pharmacies, and Providers to assist customers.
• Follow HIPPA protocol, keep member records safe, and challenge callers inquiring, or assisting users with medical concerns.
• Work to resolve Dental and Durable Medical Equipment issues for clients. Reach out to Providers, Prior Authorization, and Appeal teams to resolve issues.
• Work with Logisticare to secure transportation for members as needed.
• Work with March Vision Care to assist members with vision benefits.
• Navigate FACETS, Reflections, ePaces, NY State of Health, Excel forms, and other applications. Maintain databases to assist customers, and update tickets, and records. Use Bria softphone, and Jabber to conference members, and assist fellow team members, and resolve chronic issues.

Confidential, Charlotte, NC

Xerox ASE Technician 

• Support print customers using various Xerox copiers, and printing processes.
• Replace Copier consumables. Load, backup, and update software. Troubleshoot drivers, and solve connectivity issues. Resolve quality, and repeating defect problems.
• Educate customers on UI uses, including image enhancement, and copy quality, and fax resolution for presentations, and documents.
• Diagnose troubles to the board, and I/O level, and replace components as needed. Configure device settings via the UI touch panel, and the CentreWare web interface.
• Support Tryon Street location Xerox print shop, and staff. Troubleshoot Pre Press machinery, and equipment break downs.
• Machinery includes various Hole punchers, Binders, Laminate maker, and cutters. Load machines with paper, clear jams, and other functions to keep the copy making process going.
• Address minor print issues on the C700, and J75 Color Press to maintain production, and avoid trouble-calls.
• Troubleshoot network, and communication issues as needed to ensure machine communication, job order registration, and print job submissions.
• Logistical functions include vendor escort, parts inventory, shipping, spreadsheet creation, and records updates.
• Coordinate with Logistics and delivery drivers to facilitate machine moves, and shipments. Work with local users for internal Copier moves, and equipment set up, and removal.

Confidential, NC

Technical Support Representative

• Support end users, and company sites, troubleshooting photo lab, and dye sublimation printing processes.
• Route calls to proper technicians, and call ques. Collaborate with Canon, Walgreens, and FedEx Office technicians. Use EPICOR, and Remedy Ticketing systems. Utilize Cisco AnyConnect, ScreenConnect, and other tools to remotely configure client print drivers, and settings.
• Work with Windows XP, through 8.1, and MAC 10.4 through 10.6+ OS's on Computers, and devices including iPad, Microsoft Surface, and Smartphone's.
• Change printer ICM color profiles, adjust lab Administration settings, and rebuild Apache databases using pre configured scripts. Troubleshoot color, and quality issues. Walk customers through troubleshooting, inspecting, and cleaning high end printers including poster printers, and plotters.
• Troubleshoot OS print ques, and verify lab connectivity. Troubleshoot Sony products, including SnapLab, and Picture Station, and various Cameras.
• Make software adjustments to assist users with Photobooth, Passport, and other software setups like Darkroom. Troubleshoot and, adjust boarders, and print sizes. Work with other providers to troubleshoot problems, and dispatch technicians. Verify equipment warranty status, create Orders, RMA's, and provide tracking information.

Confidential, Charlotte, NC

NOC Technician

• Work with GameStop, PepsiCo, and Dominos franchisees and representatives.
• Process and assign severity status of customer network trouble tickets. Perform phone cop role, as needed, routing incoming calls to proper departments.
• Work with Clients, and Carriers to ensure service performance, and connectivity. Instruct, and assist customers with PuTTY sessions to modify, and verify Cisco router configurations. Work with Carriers to verify, and configure modems, and monitor service circuits.
• Work with Carriers on Technician dispatches, monitor, and update customers on ticket status. Refresh VPN tunnels, and verify route settings with SSH sessions from a Linux terminal.
• Work chronic and bouncing service tickets.
• Perform layer 1 troubleshooting with customers, and keep them informed on any changes, status, or modifications necessary to ensure services. Troubleshoot VPN, and camera equipment access, and RMA equipment.

Confidential, NC

IT Analyst

• Assist medical staff and students solving technical problems. Manage Microsoft Active Directory, Lotus Notes, and vendor specific accounts.
• Utilize Remedy ticketing system, and knowledge base, to create and escalate troubles to proper departments. Use Tivoli to remote to customers' workstations and assist or solve application or printing problems.
• Troubleshoot Citrix virtual applications, VPN connections, and WiFi connectivity. Support iPhone, and Android devices. Unlock, and reset Windows user's accounts, and passwords. Resolve Exchange mail authentication troubles, and reset passwords as needed.
• Remotely install and troubleshoot printers including Zebra medical device printers.
• Troubleshoot Cisco IP phone issues, and ISP troubles Confidential remote medical facilities. Issue PGP tokens to customers locked out of their machines. Ensure, secure medical records, to comply with Federal and local laws.

Confidential, NC 

Maintenance Mechanic Electrical

• Troubleshoot and repair heavy truck production tools and equipment including Demag cranes, hoists, and heavy lifts.
• Make adjustments to keep truck rail de-nester machine running for production. Replace AB Powerflex drives, install breaking resistors and back up programs for safe keeping.
• Manipulate PLC programs as needed for troubleshooting.
• Perform Installation and upgrade projects for Automation Designer including Industrial Control Panel construction, PLC, and Ethernet terminations. Repair Rite Hite and other high speed roll up doors and dock locks.
• Troubleshoot safety circuits and track door mechanism when damages occurred. Repair arc stud welding guns.
• PM and repair truck dynamometer, brake testing machines, and Huck hydraulic fastener tools as breakdowns occur. Assist other mechanics in troubleshooting mechanical, electrical, and communication systems including DeviceNet. De-energize and transport 4160v and 480v breakers for testing and servicing during facility shut down.

Confidential

Premise Technician

• Install and troubleshoot DSL, VoIP, POTS filters, Internet Service, and Television in customer homes and businesses.
• Set up small networks and interface customer equipment with company provided equipment. Solve customer concerns, and address problems during and after installation.
• Terminate Ethernet, voice, and Coax cabling for install demands.
• Run battery of tests using JDSU, PC and other telephony tools to ensure performance of network and customer services. Resolve chronic trouble calls. Escalate issues as needed. Install temporary jumpers in cut drops to restore customer services, until permanent splicing could be performed.
• Upgrade customers upon request to new equipment and services. Educate customers in use of company products and ensure satisfaction to the best of my abilities before departure.

Confidential, NC

Maintenance Technician Electrical

• Assigned to facilities for several years where I troubleshot, electrical, pneumatic and instrument systems.
• Calibrated RTD transducers.
• Replaced solenoids and other controls (4-20ma) for closed loop chilled, and process water.
• Worked primarily with 30 lb steam for air handlers and reheat coils. Replaced condensate pumps, motors, and drives upon failure. Responded to facility emergencies. Also troubleshot and repaired high speed cigarette manufacturing machines including the Protos 2 cigarette maker, and Molins MFE.
• Gained working knowledge of Phoenix controls and PLC's. Adjust Videojet ink printers to maintain strict print tolerances.
• Performed Safety and Quality roles, in a 5S lean manufacturing area. Load PLC Programs on HVAC equipment such as Dust Collectors and Air Washers. Thermal imaging, and testing.

Confidential, Charlotte,NC

Automatic Palletizing Set up Technician

• Performed maintenance and repair on a RMT Robotics automatic palletizing system.
• Operated and maintained robotic system with four gantries and eight, three axis robots.
• Operated and maintained AB controlled railcar tire transport system.
• Obtained experience with QNX operating system. Modified and maintained tire tread code database for production. Assisted production workers maintaining finished tire flow to the warehouse. Solve high speed communications problems, and troubleshot automatic spin balancing machines.

Confidential - Salem, NC

Panel Shop Foreman

• Completed instrumentation updates to Kimberly Clark facility in Lexington NC.
• Guided construction, and installation of industrial control panels. Organized, inspected, and prepared panels for shipment.
• Worked with engineering to complete projects under pressure deadlines.
• Instructed workers in various duties of the panel construction and project fulfillment.
• Calculated field motor loads for cable sizing to reactors and VFD’s, installed PLC, HMI, MMI, and modems for remote panel operation. Work with engineering to design and implement a solution to supply 3 phase power from a single phase system to test large VFD’s prior to control panel shipment.