SUMMARY:

• Experience technician with 9 years of field, POS and network support.
• Quick learner no matter what challenges or obstacles are in place.
• Consistently recognized for going above and beyond to help others, both co - workers and clients.
• Honest, intelligent, technician that enjoys working with people.

TECHNICAL SKILLS:

Certifications: CompTIA A+, HP, IBM, Xerox, Ricoh, Lexmark

Systems: Linux, Windows 9X/NT/2000/XP/7/8, Novell NetWare, Mac OS, Radiant Systems, Windows Server 2003, Cisco

Knowledge of: Magic, use of Proxy 4.11, Norton s/McAfee Anti-Virus, Adobe Acrobat Reader/Professional, MS Publisher, Office 97, 2000, 2007, 2010, WBTS Tracking systems, Citrix, Cisco routers and switches, Network Standards, Paperport 8.0, Omni Page Pro 11.0, Microsoft Publisher, Adobe Illustrator Suite, Photoshop, SonicWall, Active directory, Laser Printers, Server support, cat 5e/6 cabling, Electronic safes, bill accepters, POS, network infrastructures and standards, landesk, smtools, DOS, webdesign, 3dcart, database management, flash, Active Directory

PROFESSIONAL EXPERIENCE:

Confidential

CE Technician FS II

Responsibilities:

• POS field technical support for the Wawa contract covering DE, MD and PA alternating on-call 24/7 support every other week.
• Troubleshooting, replacement and configuration of Cisco switches/routers, Dell/IBM servers, IBM POS systems including peripherals such as DS9808 scanners and pinpads, Ellenby Electronic Safes, Tigerbox Fuel controller, APC Symmetra battery backup, Motorola wireless access points, MC9090 Handhelds, CAT terminals, KPS devices, Ad-flow media players, HP Laser printers and Epson TMT-88 printers.
• Respond to calls following contractual SLA guidelines within a 4, 8, 16 and 24 hour resolution basis using task management via Metrix ticketing database.
• Configuration and management of Radiant System software.

Confidential

Technical Support Tech

Responsibilities:

• On-site Technical Support tech serving the Branch Banking & Trust Bank contract offering almost 5 years of experience thus far. Support clients in an area consisting of 45 branch locations spanning a rough estimate of 240 square miles. Driving an average of 3,300 per month.
• Evaluating, implementing, installing, supporting and upgrading computer software and hardware for microcomputers, local area and wide area networks, cabling of local area networks, use of tracing equipment for connectivity issues, checking switches & hubs for connectivity issues. Installation and maintenance of Operating Systems; Upgrade and maintain Microsoft Windows updates and patches; Installation of PDA’s.
• Administer security related issues to the network, microcomputers and Laptops; Training of clients on the use of software and hardware. Maintaining databases; develop detailed instructions with illustrations for client installation and configuration of new software and hardware. Creating and retrieving images for repairing microcomputers, printers and other equipment.
• Responding and resolving calls following policies and procedures set forth by BB&T's contractual guidelines. Manage and respone daily calls within a set SLA. This includes 24, 72, and 10 day response SLAs.
• Work special projects after hours for support and technical management of systems, printers and servers.
• Team player covering others areas no including traveling to provide coverage for projects in Norfolk, Florida and the metropolitian footprint -MD, DC, VA.
• Recognition giving for providing support to the Norfolk, VA area. For above and beyond on the PC Refresh project for installing 140 new PC's within a month and a half. For being part of the conversion of Colonial Banks in Florida.
• Experience working directly with both individuals and groups of clients while providing professional customer service along with a technical expertise.

Confidential

Technician

Responsibilities:

• Relocation of pc, laptop and peripherals for Mitre Corporation in Tyson’s Corner, VA. Reinstall equipment next day at new location.
• Chosen out a group of eight co-workers also working with the same contract to perform patch and software updates for Mitres clients at there main location using Radia software.
• The duties consisted of packing all equipment and peripherals for the movers. The next day our team would then reconnect the PC’s at there new location.
• Chosen out of a team of technicians along with one other to stay from tier1 onsite support.

Confidential

Helpdesk support/Field technician

Responsibilities:

• Provide software support as part of a workstation migration team for an onsite contract at ORM.
• Migrate all customer workstations to the newest Microsoft Office suite 2003, upgrade Adobe Acrobat Reader, Window Service Pack 4, install all required windows/office updates from the Microsoft website, and uninstall/reinstall all network printer under customers’ profile.
• Worked locally with customer on site and used Proxy 4.11 to support all off site user across the nation for ORM.
• Provide personal customer training on the new Microsoft Office suite 2003. Worked with customers with any questions/concerns about the new software.
• Create user instructions of all the steps to be taking to perform the migration with a two man team.

Confidential

Help Desk Analyst/Field Technician

Responsibilities:

• Provide phone assistance to users across varying Microsoft platforms
• Use Proxy 4.11 to support geographically dispersed user base.
• Perform onsite computer hardware/software service calls.
• Troubleshoot computer problems and diagnose the situation ascertaining the proper procedures to follow.
• Conduct customer training in installing, configuring and maintaining office hardware and software.
• Provide computer software and hardware support to various federal government agencies including ORM, PGCPS, Sister-to-Sister, MCG and other private industries.
• Assembly and configuration of systems. Work with configuring local/network printers and scanners.

Confidential

Responsibilities:

• Maintain microcomputers, printers, laptops, servers, Unisys printers and Driver Licensing Systems equipment.
• Support and maintain helpdesk call statistics, inventory and paperwork
• Work from a central office providing maintenance and support several office locations.
• Create and retrieve images for repairs on microcomputers, printers and other equipment.
• Replacement of CTM, DLS, and other hardware and software equipment at the branch offices