Summary
Overview
Work History
Education
Skills
Certification
Timeline
BusinessAnalyst
Alex Pendergrass

Alex Pendergrass

Gastonia,NC

Summary

With 10 years of diverse information technology experience, I have worked for various government agencies such as; Mecklenburg County Attorney's Office, DSS, County Assessor's Office, County Health Departments, and more. My expertise lies in Laptop and mobile phone repair, identity management, laptop and mobile deployments, VPN management, mobile device support, cyber security compliance, and collaboration in incident management. I am Confident that my skills would greatly benefit your team. Throughout my career, I have consistently provided top-level customer service to end users and customers. Additionally, my experience in client services and establishing standard operating procedures for IT support staff makes me a valuable asset. Aspiring to expand my career, eager to contribute my expertise to a company at the forefront of exciting new technological developments in {insert company here}. Technology has repeatedly demonstrated its ability to improve lives, and enthusiastic about being part of innovative advancements in {insert company here}

Overview

11
11
years of professional experience
1
1
Certification

Work History

Sr. IT service technician

City of Charlotte Storm Water Services
02.2024 - Current
  • Provide technical support for Charlotte Storm Water engineering and construction applications
  • (AutoCAD, StormCAD, Bentley Software, Construction Inspector, water meter systems, etc)
  • Troubleshoot and support Remote Desktop Servers (RDS)
  • Manage department wide Laptop and mobile device deployments
  • Image new machines using PXE Boot Sequence
  • Manage VPN access
  • Draft and publish troubleshooting articles and KB articles for our end users
  • Assist in drafting standard operating procedures for new and developing processes to improve our IT department’s response times to incidents and break/fixes
  • Maintain phone accounts in Verizon business
  • Manage mobile devices using Airwatch and inTune management services
  • Manage laptop and desktop devices in Microsoft Azure
  • Provide support for RDS and other virtualized platforms
  • Diagnostic and troubleshooting in-house, 3rd party web-based applications, and mission critical systems
  • Deploy SSL/TLS certificates
  • Provide technical support for several application
  • In-house stormwater applications, Bentley software applications, Microsoft O365, InTune Migration, etc
  • Aid in emergency break/fixes for our end users
  • Upholding standard operations procedures to ensure that users have the necessary roles and access

IT Services Technical Associate T2

Mecklenburg County IT Department
09.2019 - 02.2024
  • Provide IT Support to County organizations including DSS, County Assessors office, Tax office, Attorney’s office, Health department, Child protective services, etc
  • Complete security requests and create user accounts for Government websites such as SAVE, The Work Number, NCID/FAST, OLV, EBT Edge, etc
  • Maintain and create end user accounts and membership groups in Cybervualt
  • Resolve tickets that require complex troubleshooting and technical knowledge
  • Draft and edit knowledge articles to assist other technicians in future troubleshooting steps
  • Support for thin and zero clients (VMware)
  • Diagnostic and troubleshooting in-house, 3rd party web-based applications, and mission critical systems
  • Assist with TCP/IP model network and VOIP switchovers
  • Resolve end user’s SSO and LDAP errors for intranet and internet network access
  • Research and testing Google Cloud Platforms for potential deployment
  • Provide technical support for several application features: Hyland OnBase, various State Applications, Microsoft O365, Cisco VOIP phones, etc
  • Assist with major incident management by providing technical support and research assistance
  • Assist with Identity and Asset Management using Active Directory and Azure tools
  • Upholding standard operations procedures to ensure that users have the necessary roles and access
  • Provide support for end user’s conditional access and MFA setup
  • Provide insight and assist with discovering and eliminating security risks to the IT environment

Technical Service Management and Delivery

Mecklenburg County IT Department
08.2017 - 09.2019
  • Support a government organization of over 6,000 users across various departments
  • Perform tier 1 diagnostic and troubleshooting for laptops, desktops, and tablets
  • Administrative Support for user’s credentials via Active Directory console
  • Provide courteous and effective customer service via telephone and e-mail communications
  • Provide end-users with concise instructions for basic trouble shooting procedures
  • Maintain online tickets for our 2-tier service and respond to customer’s issues in a timely manner
  • Trouble-shoot network connectivity issues
  • Escalate service tickets to the appropriate departments

25U Signal support systems specialist

Army National Guard
08.2014 - 08.2020
  • Maintain and troubleshoot user owned computers, printers, radios, and GPS equipment
  • Installation and troubleshooting Operating Systems (Mac and Windows)
  • Maintaining and operating re-trans radio stations (OE-254)
  • Installing computer hardware and building Ethernet cables
  • Configuring Cisco switches and routers for user owned computers
  • Maintain and operate radio equipment, such as, vehicle mounted radios and hand-held radios
  • Learned to use various Army Communications Software quickly and proficiently
  • Received the Army Achievement Medal for graduating with Academic Honors (over 95% test average)
  • Maintained Secret Security Clearance

QUALITY CONTROL TECHNICIAN

Data Tech Solutions
10.2016 - 08.2017
  • Maintaining quality and content standards for all video media that is published to the website
  • Categorizing all new media content to our website
  • Maintaining website functionality and making sure that all publish material plays correctly
  • Ability to find defects in coding and bit rates and make sure that they are corrected

DISPATCHER/911 CALL TAKER

CMPD Telecommunications
04.2016 - 10.2016
  • Answer Emergency phone calls in a timely manner
  • Refer to Company guidelines when taking information for phone calls
  • Relaying information to CMPD officers
  • Experience with dispatch consoles such as Hexagon
  • Understanding basic legal concepts to help assist callers
  • Referring callers to the correct jurisdiction or authorities
  • Operating multiple communications systems and maps at one time
  • Being able to keep calm with the caller under extreme circumstances

Education

Specialized training - 25U Signal Support Systems Specialist

Ft. Gordon School of Signal Excellence
Ft. Gordon, GA
05.2015

Associate Degree - Paralegal Technology

Central Piedmont Community College
Charlotte, NC
12.2011

High School Diploma -

Parkwood High School
Monroe, NC
06.2008

Skills

  • Installation and repair
  • Attention to detail
  • Preventive Maintenance
  • Client Support
  • Troubleshooting skills
  • Problem and issue resolution
  • Repair techniques
  • Documentation and reporting
  • Equipment troubleshooting
  • Flexible and adaptable
  • Valid Driver's license
  • Software configuration

Certification

HDI Support Center Analyst, 06/26/23

Timeline

Sr. IT service technician

City of Charlotte Storm Water Services
02.2024 - Current

IT Services Technical Associate T2

Mecklenburg County IT Department
09.2019 - 02.2024

Technical Service Management and Delivery

Mecklenburg County IT Department
08.2017 - 09.2019

QUALITY CONTROL TECHNICIAN

Data Tech Solutions
10.2016 - 08.2017

DISPATCHER/911 CALL TAKER

CMPD Telecommunications
04.2016 - 10.2016

25U Signal support systems specialist

Army National Guard
08.2014 - 08.2020

High School Diploma -

Parkwood High School

Specialized training - 25U Signal Support Systems Specialist

Ft. Gordon School of Signal Excellence

Associate Degree - Paralegal Technology

Central Piedmont Community College
Alex Pendergrass