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Detail-oriented professional eager to contribute strong academic foundation and hands-on technical experience to a challenging IT role.
Profile of Qualifications
CompTIA A+ and CompTIA Network+ certified team-player with a proven track record of providing excellent technical support.
In-depth knowledge of multiple operating systems, networks, hardware / software and protocols.
Strong communication skills, key to simplifying complex technical concepts for end users.
Education & Certifications
CompTIA A+ Certified
CompTIA Network+ Certified
CCNA Routing and Switching: Introduction to Networks Course; 2017
Associate Degree in Information Network Management, GPA: 3.8, Stanly Community College; In Progress
Technical Proficiencies
Software: Active Directory, Wireshark, Cisco Packet Tracer, Linux, PowerShell, Microsoft Office 365, Microsoft Office Suite, HTML5, CSS, Access 2016, Remote Business Management Software, Ghost, Lotus Notes, McAfee, Norton, AVG, Citrix, SAP, Remedy, Vantive, JD Edwards, Cisco IOS Software, C1900 Software (C1900-UNIVERSALK9-M), Version 15.1(4)M4, RELEASE SOFTWARE (fc2).
Operating Systems: CentOS 7/Windows 10/ 7/Vista/XP/98/95, Windows Server 2016, Windows NT 4/2000, Novell IntranetWare, and OS/2, OS/2 Warp, DOS.
Hardware: Cisco routers and Switches 3600/2600/1900, Dell, Hewlett Packard, IBM Lenova, Compaq, Toshiba, NCR, Gateway, Desktop & Laptops, Touchscreen monitors, HP Inkjet & LaserJet Printers, Thermal Printers, 4/4M/4M+/4000/4SiMX, Lexmark Printers, Hubs, Patch Panels, CAT 5, Telephony, Jet Direct Cards, NIC Cards, Ethernet cable testers.
Networks/Protocols: Ethernet, Token Ring, Wi-Fi, TCP/IP, DHCP, DNS, SSH, Telnet, RIP ver 2, OSPF, EIGRP, STP.
Technical Support Experience
Adecco / KodakAlaris, Durham, NC 2014
Customer Experience Technician (CET)
Successfully provided direct technical support for Kodak equipment and software within an in-bound call center environment.
Strategically identified configuration and networking issues; troubleshot issues within a prompt manner.
Hill-Rom, Cary, NC 2000-2003
Technical Customer Support Specialist
Utilized strong technical knowledge and interpersonal skills to successfully troubleshoot issues throughout hospitals nationwide.
Appropriately escalated issues to ensure prompt resolution; maintained open lines of communication between technical support and engineering teams.
Demonstrated strong organizational abilities while maintaining detailed records.
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Electronic Data Systems Raleigh, NC 1999-2000
Helpdesk Coordinator
Fulfilled key support role handling troubleshooting for hardware and software issues nationwide.
Utilized Remedy tracking system to ensure technical tickets were closed in a timely manner.
Obtained in-depth knowledge of processes across three tier one helpdesks.
Infosystems Technology Inc., Durham, NC 1998-1999
Desktop Support Specialist
Provided critical technical support to individuals medical center wide; focused primarily on minimizing downtime and maintaining connectivity.
Successfully configured, installed and tested various types of hardware and software.
Used strong communication skills to provide end user training and simplify complex technical concepts.
Accounting Machine Systems, Fuquay Varina, NC 1996-1998
PC Field Technician
Delivered top-notch technical support across multiple banks statewide; successfully troubleshot hardware and software issues in a fast-paced environment.
Responsible for installation of CAT 5 cabling, hubs, patch panels and telephony.
Professional Experience
Gideon HVAC, HVAC Installer 2016-2017
Colonial Life Insurance Company, Sales Consultant 2014-2016
Ward Trucking, Commercial Truck Driver / Forklift Operator 2010-2014
Florida Rock Tank Lines 2009-2010
Landstar Ranger Van / Flatbed 2007-2009
Cowan Systems 2006-2007
Commercial Carrier Corp 2005-2006
Star Transport 2005
EZ Breathing Enterprises, Sales Representative 2003-2005
Military Service
USMC C4I Intelligence Naval Annex, Washington, DC; Honorable Discharge
Army National Guard, 1145 2nd Combat HET CO.; Honorable Discharge
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