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Archie G. Armstrong
Berlin,NJ
Summary
Experienced and dedicated information technology professional working in diverse technology and private sector industries, with proven abilities even multitasking abilities to manage and administer complex technology base systems such as hardware, software, and network management operations in dynamic environments.
Providing technical support, system implementation, troubleshooting, diagnostics and repairing operations on a 24/7 basis on a wide variety of hardware and proprietary software applications, utilizing advanced problem-solving techniques not only to enhance maximum system efficiency, which is always the best practice, but to eliminate any system down time interfering with an organizations' bottom line.
Skilled in system integration, team collaboration forging productive relationships with employees and clients making it possible to achieve departmental and organizational objectives.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Information Systems Technology Specialist
Home, Agape Inspired Apparel, LLC
Wayne, PA
01.2016 - Current
- On a continual basis, keeping abreast of new technological advances and keeping current with various software updates and Operating Systems, with the inclusion of Apple, Wearable technology, MacBook, and iPhone as well as Microsoft Windows 11, and Microsoft Office 365.
- Reimaging computer operating systems, and software installation configurations, thus maximizing information system efficiency and overall productivity.
- SSO password management and password reset.
- Database management updates and synchronization, maximizing HD space, system efficiency.
- Wi-fi printer installations and network printer LAN/WAN set-up and configurations, maximizing departmental organizational objectives.
- Network administration and management, installations, cable modem, routers, 6 and 8 port switches and WI-FI configurations.
- CAT5, CAT6, RJ45 Ethernet and RG6 cabling, Firewall, antivirus, malware, installation, and configuration, maximizing network and information systems intrusion deterrents.
- Maintaining current business web site, via Safari, Google Chrome, Firefox, and Microsoft Edge, thus, maintaining an 24/7 online presence.
- Configuration and build of domains, SSL security, web hosting, E-mail, and Microsoft 365, presenting a secure, collaborative, Ecommerce, world wide web environment.
- POS system configurations as well as GOOGLE Workspace configurations, thus maximizing efficiency.
- Managing product inventory control, implementing product fulfillment solutions, production management, utilizing product marketing strategies, Ecommerce product photography and photo mock-ups, set-ups, advertisement, thus, producing brand awareness.
Technical EUC Analyst
Edgewell
Dover, DE
01.2016 - 12.2016
- Resolved TCP/IP Network infrastructure, LAN and WAN connectivity issues as well as peripheral equipment functionality issues, thus increasing network traffic efficiency and overall organizational productivity
- Installed and interfaced computer hardware, including multimedia, memory, video components and network media, increasing hard drive capacity, and RAM and DRAM access capacity, and network scalability
- Troubleshot and resolved computer system (desktop/laptop) hardware, software, Windows applications, MS Office applications and MS Outlook collaboration application issues
- Provided end user support through SCCM and Active Directory services encompassing password resets, account lockouts, User profile issues, network drive mappings and network printer mappings in a Win7 environment, maximizing organizational and departmental productivity
- Re-imaged computer desktop and laptop systems using imaging deployment tools
- (Windows 7) thus, bringing all information systems to the most current O.S
- At that point in time
- Performed and supported administratively through documentation of all case and trouble ticket information as well as troubleshooting techniques in ticketing tracking and resolution systems, thus creating a extensive knowledge base for technical analysts
Technology Services Advisor
Microsoft Retail Services
King of Prussia, PA
09.2015 - 01.2016
- Installed and interfaced computer hardware, including multimedia, memory, video components and network media, thus resolving customer or end user issues
- Troubleshot and resolved computer system (desktop/laptop/surface) hardware, software, Windows applications, MS Office applications and MS Outlook collaboration application issues
- Collaborated with staff and outside vendors to resolve OEM warranty problems
- Set up and configured Microsoft Office software and Outlook collaboration software and e-mail accounts as well as Microsoft Operating Systems
- (Windows 10, 8, and 7)
- Re-imaged computer desktop and laptop systems using imaging deployment tools
- (Windows 10, 8, 7 and XP)
- Performed supported administratively through documentation of all case and trouble ticket information as well as troubleshooting techniques in ticketing tracking and resolution systems
- Performed data backup and disaster recovery operations and virus removal and intrusion protection using virus and malware removal tools
- Delivered high standards of Sales and Services, supporting the strategies of Microsoft Retail Organization
- Maintained (SOP) Standard Operating Procedures and configurations of the desktop and laptop environments
Technical Support Analyst
Dow Chemical/IBM
Bristol/Philadelphia, PA
05.2015 - 09.2015
- Installed and interfaced computer hardware, including multimedia, memory, video components, network media, including CAT 5-6, JP11, JP45, hubs, switches, and routers within an IP-based network infrastructure
- Set up and configured Microsoft Outlook collaboration software and e-mail accounts
- Resolved issues within a TCP/IP Network infrastructure involving hardware, software, phones, email collaboration systems in Windows desktop and laptop environment
- Re-imaged computer desktop and laptop systems using imaging deployment tools
- (Windows 7, Windows XP)
- Troubleshot various network issues, affect solutions, and collaborate with staff and outside vendors to resolve complex problems
- Traveled to local and tri-state sites to complete networking projects
- Performed complex implementation and maintenance tasks on the LAN and WAN
- Provided daily operational support and system administration for core network infrastructure
- Performed data backup and disaster recovery operations and virus protection using Norton and McAfee
- Performed support administratively through documentation of all case and trouble ticket information as well as troubleshooting techniques in ticketing tracking and resolution systems
- Maintained (SOP) Standard Operating Procedures and configurations of the desktop and laptop environments
- Maintained a high standard of excellence
Technical Support Analyst
AmerisourceBergen/IBM
Chesterbrook, PA
03.2015 - 05.2015
- Maintained and administered TCP/IP- LANS and WANS computer networks and related computing environments through Windows Active Directory services, including systems software and proprietary software set-up and configurations
- Re-imaged computer desktop and laptop systems using imaging deployment tools
- (Windows 7, Windows XP)
- Installed and interfaced computer hardware, including multimedia, memory, video components, network media, including CAT 5-6, JP11, JP45, hubs, switches, and routers within an IP-based network infrastructure
- Set up and configured Microsoft Outlook collaboration software and e-mail accounts proprietary
- Performed data backup and disaster recovery operations and virus protection using Norton and McAfee
- Maintained a high standard of excellence
Information Technology Field Services Technician
Long & Foster
Philadelphia, PA
10.2014 - 03.2015
- Traveled to various Long & Foster locations to service systems and equipment as well as provided emergency repair service
- (IPC) Communicated with agents to determine details of system and/or equipment problems
- Provided technical support to Long & Foster end-users via client facing and VoIP telephone involving TCP/IP Network infrastructure, LAN and WAN connectivity issues as well as desktop/laptop and peripheral equipment functionality issues
- Resolved computer system (desktop/laptop) hardware, proprietary applications, Windows applications, MS Office applications and MS Outlook collaboration application issues
- Performed administrative support through documentation of all case and trouble ticket information as well as troubleshooting techniques into ticketing tracking systems
- Installed and interfaced computer hardware including memory and video components, hubs, switches, routers and networked multi-functional printers
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
Technical Service Representative IV
Elwyn
Media, PA
05.2014 - 10.2014
- Provided technical support to end-users via client facing and VoIP telephone involving TCP/IP Network infrastructure, LAN and WAN, and VPN connectivity issues as well as desktop/laptop and peripheral equipment functionality issues in an enterprise environment.
- Resolved computer system (desktop/laptop) hardware, proprietary applications, Windows applications, MS Office applications and MS Outlook collaboration application issues.
- Performed administrative support through documentation of all case and trouble ticket information as well as troubleshooting techniques into ticketing tracking systems.
- Installed and interfaced computer hardware including memory and video components, hubs, switches, routers and networked printers.
- Performs data backup and disaster recovery and virus protection using various anti-virus software.
- Re-imaged computer desktop and laptop systems using Symantec ghost.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Managed 1000+ technical service staff members, collecting work reports and monitoring correction rates.
Information Technology Support Analyst
Ricoh
Norristown, PA
11.2013 - 05.2014
- Provided technical support to Ricoh end users via VoIP telephone and Lotus e-mail involving TCP/IP Network infrastructure, LAN and WAN, and VPN connectivity issues as well as desktop/laptop and peripheral equipment functionality issues in an enterprise environment
- Provided administrative account user support through Active Directory services encompassing password resets, account lockouts, User profile issues, network drive mappings and network printer mappings, including Lotus notes and Oracle password issues in Win7 and Win XP environments
- Resolved network and internet connection issues and Window applications, and lotus notes collaboration application issues
- Performed support administratively through documentation of all case and trouble ticket information as well as troubleshooting techniques in ticketing tracking and resolution systems
- Resolved issues involving TCP/IP Network infrastructure involving hardware, software, phones, email collaboration systems in Windows desktop and laptop environment through Remote Tools via TCP/IP, WAN, LAN, Network Infrastructure
Help Desk Analyst
NMCI-HPE
Norfolk, VA
01.2012 - 12.2013
- Provided technical support to Navy and Marine end users via VoIP telephone and Outlook e-mail involving TCP/IP Network infrastructure, LAN and WAN, VLANS, and VPN connectivity issues as well as desktop/laptop and peripheral equipment functionality issues in a Global enterprise environment
- Provided administrative user support through Active Directory services encompassing password resets, account lockouts, new accounts activation, User profile issues, network drive mappings and network printer mappings in Win7 and Win XP environments
- Resolved computer system (desktop/laptop) hardware and Navy legacy applications, Window applications, and MS Office applications and Outlook collaboration application issues
- Performed support administratively through documentation of all case and trouble ticket information as well as troubleshooting techniques in ticketing tracking and resolution systems
- Processed service requests, incidents, and change management requests to handle all users' workstations, and system related issues
- Maintained (SOP) Standard Operating Procedures and configuration of the desktop environment
- Resolved issues involving TCP/IP Network infrastructure, Windows desktop and laptop environment through Remote Tools via TCP/IP, WAN, LAN, VLAN Network Infrastructure and VPN/ Dial-up
Help Desk Analyst II
Computer Aid, Inc. (CAI)
Collegeville, PA
01.2010 - 12.2012
- Provided support to end users on a variety of issues involving TCP/IP Network infrastructure, computer system hardware and software as well as peripheral equipment
- Identified, researched and resolved technical problems within a Windows and Microsoft office suite environment
- Responded to VoIP telephone calls, Outlook email and associate requests for technical support as well as assisted others in the department
- Managed enterprise applications
- Documented, tracked and monitored the problem through ticket tracking and resolution system to ensure a timely resolution
- Provided customer support and technical support to 50 customers daily.
Computer Systems Support Specialist
CompuCom
Philadelphia, PA
01.2009 - 12.2010
- Traveled to various client locations to service systems and equipment as well as provided emergency repair service
- (IPC) Communicated with customers in order to determine details of system and/or equipment problems
- Installed, programmed, calibrated retail POS systems and serviced/repaired TCP/IP Network infrastructures, computer systems, and peripheral equipment as well as re-imaged computer desktop systems using Symantec Ghost
- Ensured proper installation of following operating systems: Windows VISTA/ XP/ 2000 and Microsoft Office Suite 2007/2003/2000 as well as appropriate proprietary software
- Managed inventory effectively resulting in completion of projects efficiently 90% of the time
- Maintained records of daily data communication transactions and problems through DBM as well as documentation of remedial action taken involving retail POS systems, LANS, WANS networks, computer and peripheral equipment
Computer/Network Systems Support Specialist
Advanced Hospitality Systems
Voorhees, NJ
02.2009 - 12.2009
- Constructed and configured computer system server builds using Symantec Ghost, Ethernet topology including firewalls, security antivirus software, peripheral equipment as well as system upgrades all on Microsoft Windows OS platform
- Provided field service installation and technical support encompassing AHS ALOHA-Radian Point- of-Sales (POS) Hardware/Software and Computer Digital Video Security systems within TCP/IP Network infrastructures for the hospitality/restaurant industries
- Set up network using Ethernet topology including firewalls, routers and switches
- Spliced and terminated CAT 5-6 cables, laid cables, and installed computers as well as proprietary software resulting in a successful fully operational (POS) Point-of-Sale and Digital Video Security systems environment
- Performed network security design and integration duties.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Monitored network hardware operations to evaluate proper configuration.
- Set up hardware and software in optimal configurations to meet network performance requirements.
Help Desk Analyst
JP Morgan Chase
Newark, DE
03.2008 - 12.2008
- Responded to written and VoIP telephone requests/issues via Lotus Notes e-mail, related to laptop/desktop computers, Lotus Notes e-mail/Black-Berry/VoIP and peripheral equipment for over 10,000 JP Morgan Chase end-users within an enterprise help desk- corporate environment using the following incident management systems: Peregrine/ Service Center and remote utility LAN-Desk, resulting in FCR 95% of the time
- Performed troubleshooting on TCP/IP network infrastructures, LANS and WANS connectivity, HP/IBM/DELL desktop/laptop configuration, printer connectivity, and network access issues encompassing password resets, profile updates, account activation/deactivation within Active Directory (ADS) and Novell NetWare Administration (NDS) environments
System Administrator/ Computer Support Specialist
International Business Machines (IBM)
Philadelphia/Marlton, PA
01.2006 - 01.2007
- Installed and interfaced computer hardware, including multimedia, memory, video components, retail POS systems and Network media, including CAT 5-6, JP11,45, hubs, switches, and routers and racks within an IP- based internet/intranet environments
- Set up and configured Lotus Notes, and Microsoft Exchange/Outlook collaboration software and e-mail accounts as well as corresponded with all IBM end-users and clients through Lotus Notes e-mail-(same-time)
- Maintained and administered TCP/IP- LANS and WANS computer networks and related computing environments through Windows Active Directory services, and Novell Net-ware Administration services, Citrix Meta-frame Presentation Server, including computer hardware, systems software set-up and configurations
- Performed data backup and disaster recovery operations and virus protection using Norton and McAfee
- Maintained a high standard of excellence
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
Independent Representative
NEXX Network Marketing Business
Philadelphia, PA
01.2006 - 12.2007
- Sold wireless security systems as well as low-cost monitoring services, in addition to VoIP phone communication equipment to individuals and small businesses
- Contacted prospective customers to explain security monitoring services, VoIP services and to demonstrate both alarm and VoIP systems/services
- Compiled a list of prospective customers for use as sales leads based on information from newspapers, business directories and other services
Technical Manager
CEC Entertainment (Chuck-E-Cheese)
Montgomeryville, PA
01.2004 - 12.2005
- Supervised and managed the entertainment section (game and showroom) of establishment
- Directed training and development activities for two team members
- Troubleshot and diagnosed hardware and software problems within a TCP/IP network environment as well as replaced defective media such as CAT 5, NICS, motherboards, peripheral equipment to resistors, transformers and capacitors at the component level
- Resolved retail POS system hardware and software/ IP-based networking issues
- Used model schematics and electronic test equipment
- Managed sales and profits by ensuring all games and rides were in like-new appearance and performing at full capacity, using a hands-on approach resulting in 20% increase in profits
- Managed and maintained P&L reports and budgets while ensuring profit goals were met
Communication Technician II
Comcast
West Chester, PA
01.2002 - 12.2004
- Managed daily operations of installation, configuration and repair of cable television systems and high speed internet systems for both residential and commercial customers encompassing LAN and WAN infrastructures and Hi-definition setup
- Maintained a 90% no call back rating for issues involving IP-based internet and cable services
- Trained customers on usage of cable and IP-based Internet system operations
Computer Support Specialist
Omega Computers
Philadelphia, PA
01.1999 - 12.2001
- Installed and upgraded computer operating systems and IP-based network topologies
- Replaced hard drives, NIC cards, computer peripherals and system motherboards, as well as diagnosed and resolved system operating issues (Win 95/ME/98)
- Provided field service support and customer service, including telephone hotline, routine testing and maintenance of TCP/IP, LAN and WAN network infrastructures and IPv4, SMPT, FTP, TELNET protocol within an IP-based internet, for all major computer products
Education
Master of Science - Information Systems
Strayer University
Online, CampusGraduate Courses- Masters Degree - Project Planning and Implementation, Business Systems I and II, Organizational Applications and the Network, Business Intelligence Security and Technology Trends
University of Phoenix
Online, Campus, Devon, PaBachelor of Arts - Business Administration- Management
Strayer University
Springfield, PAInformation Technology Diplomas - Computer Networking Technology, Computer Systems Support/Repair Technology
Kaplan Career Institute -formerly- CHI Institute, RETS Campus
Broomall, PASkills
- Network Installation
- Configuration
- System Upgrades
- Conversions
- System Backup
- Point-of-Sale (POS)
- Inventory Control Management
- CRM
- KM
- ERP
- Project Management
- Budget/Cost Controls
- Peer-to-Peer Networks
- Training/Development
- Troubleshooting
- Repair
- IP Communication
- Customer Service
- ADS
- NDS
- LAN
- WAN Architecture
- AC/DC Circuit Theory
- Active Directory Management
- Active Directory Services (ADS)
- Novell Net-ware (NDS)
- MS-DOS
- Mobile Technologies
- Apple OS's
- Android
- Microsoft Office Suite
- Microsoft 365
- Visio
- VMware
- VPN
- LANDesk
- Novell ZEN works
- Symantec Ghost
- Norton
- AVG
- Sonic WALL
- McAfee
- Trend Micro
- Disk Keeper
- Citrix Metaframe Presentation Server
- Peregrine/HP Service Center
- Track-it
- VoIP
- Lotus Notes
- Exchange
- Outlook
- TCP/IP
- DHCP
- DNS
- RTP
- FTP
- OSI MODEL
- CAT 5-6
- Coaxial
- RJ-45
- RJ-11
- SCSI
- Serial ATA
- IDE
- PCI/Express
- CD-ROM
- Modems
- Sound Cards
- Graphic Accelerators
- 10 Base T Ethernet Hubs
- Routers
- CPU's
- System Boards
- Dell
- HP
- IBM Workstations
- Memory
- CD-R
- CD-RW
- Flash/External Drive
- Printers
- Scanners
- Firewalls
- CISCO Switches
- AS/400
- Adobe Acrobat X Pro
- Adobe Reader
- Mobile Technology
- Net-Meeting
- Remote Desktop Connection (RDC)
- Dame Ware
- Fix Pack
- Navy Enterprise Information Technology Service Management System (EITSMS)
- Technical support experience
- Business intelligence tools
- Data analytics proficiency
- Information security analysis
- E-commerce platforms
- Enterprise resource planning
- Search engine optimization
- Wearable technology integration
Certification
CompTIA A+ Certification
Computing Technology Industry Association (CompTIA) A+ Certification
Computing Technology Industry Association (CompTIA) A+ Certification
Timeline
Information Systems Technology Specialist
Home, Agape Inspired Apparel, LLC
01.2016 - Current
Technical EUC Analyst
Edgewell
01.2016 - 12.2016
Technology Services Advisor
Microsoft Retail Services
09.2015 - 01.2016
Technical Support Analyst
Dow Chemical/IBM
05.2015 - 09.2015
Technical Support Analyst
AmerisourceBergen/IBM
03.2015 - 05.2015
Information Technology Field Services Technician
Long & Foster
10.2014 - 03.2015
Technical Service Representative IV
Elwyn
05.2014 - 10.2014
Information Technology Support Analyst
Ricoh
11.2013 - 05.2014
Help Desk Analyst
NMCI-HPE
01.2012 - 12.2013
Help Desk Analyst II
Computer Aid, Inc. (CAI)
01.2010 - 12.2012
Computer/Network Systems Support Specialist
Advanced Hospitality Systems
02.2009 - 12.2009
Computer Systems Support Specialist
CompuCom
01.2009 - 12.2010
Help Desk Analyst
JP Morgan Chase
03.2008 - 12.2008
System Administrator/ Computer Support Specialist
International Business Machines (IBM)
01.2006 - 01.2007
Independent Representative
NEXX Network Marketing Business
01.2006 - 12.2007
Technical Manager
CEC Entertainment (Chuck-E-Cheese)
01.2004 - 12.2005
Communication Technician II
Comcast
01.2002 - 12.2004
Computer Support Specialist
Omega Computers
01.1999 - 12.2001
Master of Science - Information Systems
Strayer University
Graduate Courses- Masters Degree - Project Planning and Implementation, Business Systems I and II, Organizational Applications and the Network, Business Intelligence Security and Technology Trends
University of Phoenix
Bachelor of Arts - Business Administration- Management
Strayer University
Information Technology Diplomas - Computer Networking Technology, Computer Systems Support/Repair Technology
Kaplan Career Institute -formerly- CHI Institute, RETS Campus