TECHNICAL SKILLS:

Hardware: PC Installation, PC Repair, PC Configuration, Physical Repair, Operations Support, Inventory, Stock, Relocation

Software: Excel, Word, PowerPoint, Publisher, Access, Outlook, Lync, Cloud Technology, MS Exchange, MS Active Directory, Re - imaging, Configuration

Operating Systems: Windows XP, Windows 2000, Windows Vista, Windows 7, Windows 8, Snow Leopard, Lion, Unix, Linux, Information Security (ITIL), WAS

Database Administration: Oracle, VMware, SharePoint, Proof Point, Windows 2007, Windows 2010, AS400, Citrix

Servers: Rack (U) Setup/Installation, POP environments, Central Office environments, Rack Elevation Documentation, Server Construction, Server Retirement, Microsoft Exchange Server

Programming: HTML, CSS, JavaScript, PHP, Python, SQL, MySQL, Java, Shell Scripting (Linux and Unix)

Leadership: Servant Leadership, Critical Thinking/Speaking

Oral Communication: Presentation Skills, Extemporaneous Speaking, Listening

Languages: Intermediate Spanish, Intermediate French, Advanced Japanese

PROFESSIONAL EXPERIENCE:

Services Engineer

Responsibilities:

• Administered over Windows 7 and Mac OSX operating systems for an employee base of approximately 13,000 people
• Conducted the setup, repair, maintenance, and optimization of company-provided hardware, including HP EliteBooks and Macbooks, Samsung Galaxy S4/S5 phones/iPhone 5 and 6 phones, Surface Pro tablets, and a slew of desk setups
• Consistently commended by employees, co-workers, and leadership staff alike for demonstrating impeccable customer service and unwavering dedication to the position
• Designed and developed departmental instructional web pages for over 5 departments utilizing the wiki-creating software known as Atlassian Confluence/Jira
• Implemented over 30 Powershell-scripted batch files that served as diagnostic and maintenance tools to repair, maintain, and optimize system performance
• Overhauled company-wide communication methods with the installation and configuration of the soft phone VoIP program, Genesys, therein eliminating the costs for physical phones and physical desks in the office
• Diminished security vulnerabilities and risks by 15% through suggesting and rolling out Endpoint Security Check software
• Amplified the performance, availability, and the capacity of both of our Windows servers by an estimated 20% by employing VMWare virtual servers

Technical Support Specialist

Responsibilities:

• Successfully provided technical support assistance for a wide clientele of owners of multiple top-of-the-line solar panel systems, i.e. PowerOne, SolarEdge, Fronius, Enphase, Locus, etc.
• Clearly explained the functionality of the systems and how to troubleshoot to directors, management, supervisors, salesmen/saleswomen, and nation-wide clientele base
• Efficiently resolved over 500 troubleshooting issues in less than a month
• Consistently maxed out troubleshooting 100% based quota within 125% range for the 4 consecutive months
• Provided clear and concise technical writing for documenting troubleshooting attempts on in-house database called SolarWorks

Tech Support Manager

Responsibilities:

• Managed a team of 15 that closed out computer repair issues and deadline-locked IT projects that were called in by various employees and clients from small organizations (i.e. DVA Productions, People United, Pantagleize Theatre, etc.)
• Trained new technical support specialist hires and new technical support managers
• Built and troubleshot more than 100 PCs and MAC units on a weekly basis
• Rectified operating system issues within a Windows XP/Vista/7/8 and MAC Snow Leopard/Lion OS framework
• Led multiple team planning sessions discussing operating system migration from XP to Windows 7 for over 3,000 units
• Configured DNS and FTP servers within a Linux framework for People United

Database/Communications Support Intern

Responsibilities:

• Handled various database and communications related issues presented through call/MS Exchange server
• Constructed, maintained, and administered over Trinity Industries physical and virtual databases (i.e. VMWARE, Active Directory, SharePoint, SQL, etc.)
• Constructed, provided routine maintenance for, and deconstructed VOIP operations and employee e-mail accounts for nearly 3,000 employees
• Ran audits of computer systems and amassed and analyzed data utilizing Excel and SQL
• Installed and configured various Linux and Unix operating systems for a 3,000 unit network
• Maintained optimum IT security protocol for nearly 3,000 units within the company

Information Technology Analyst Intern

Responsibilities:

• Operated the Alcon Information Technology Help Desk, resolving more than 300 issues a week
• Led and facilitated projects relating to SQL and VMware system administration
• Ran company-wide computer unit audits for over 5,000 units and analyzed more than 1GB of data utilizing Microsoft Excel and Tableau
• Collaborated with Microsoft vendors to migrate entire company OS from Windows XP to Windows 7
• Commended constantly for great efficiency and customer service

Technical Support Associate

Responsibilities:

• Actively constructed and provided consistent maintenance for both PCs and MAC computers and 10-unit computer labs
• Efficiently maintained Windows XP and 2000 operating systems on 7 separate computer systems
• Provided technical support and maintenance for various computer accessories, i.e. printers, copiers, fax machines, etc.
• Employed Google cloud technology (i.e. Google Drive) to share and store personal and business documents
• Configured DNS server within a Linux framework
• Created and acted upon plans for installation of new network connections for servers at Mount Olive
• Worked with the creation of rack elevation documentation for client Windows 2007 and Windows 2010 servers from the Central Office