ASHTON FLEARY
Pompano Beach,United States
Summary
Tech-savvy, detail-oriented, and performance-driven professional with 15+ years of experience in IT Support and Filed Technician that used to installing, maintaining, and troubleshooting various hardware and network systems. Proficient in handling field service calls, diagnosing technical issues, and providing on-site solutions. Proficient in using OTDR to test, troubleshoot, and certify the integrity of fiber optic cables. This includes measuring fiber length, locating faults, splices, and connections. Strong expertise in network setup, equipment configuration, and customer support, with a proven track record of maintaining high levels of client satisfaction. Adept at working independently in diverse environments and providing technical training to users.
Professional with robust experience in field technology, adept at troubleshooting and maintaining IT systems. Skilled in network setup, hardware repair, and software installation with strong focus on team collaboration and delivering reliable results. Known for adaptability and effective problem-solving in dynamic environments. Proactive approach in ensuring seamless IT operations and enhancing user satisfaction.
Overview
19
19
years of professional experience
Work History
IT Field Technician
Conviva Care Center
02.2024 - Current
- Onsite IT support of medical centers and corporate offices
- Assisted support with acquisitions, cutovers, center merges and relocations
- Assist network teams with firewall configurations, TTU, WAP installation, port configuration, mac address whitelisting (Cisco Meraki dashboard)
- Identify and diagnose technical issues in equipment or systems, using tools and software to pinpoint problems and implement fixes to ensure smooth operation
- Assist infosec team with Winmagic SecuredDoc with installing, updating, encrypting, unlocking computers with challenge data, configure securedoc for special computer needs (GE Echo pac systems)
- Analyze OTDR results to optimize splice points, ensuring minimal signal loss and optimal fiber network performance
- Support several applications such as: eClinicalWorks, MS office apps, Dragon dictation, forticlient, global protect, Dymo label writer, Startle, Fujitsu scanner, EasyOneConnect, Quantaflo, NeuroMetrix_DPN, Midmark EKG, Topaz, etc
- Performed routine audits to identify potential risks in IT infrastructure and recommend appropriate corrective actions.
- Streamlined IT support processes by implementing efficient ticketing systems and prioritizing tasks based on urgency.
- Collaborated with cross-functional teams to develop IT solutions that met business requirements and objectives.
- Boosted user satisfaction by providing timely remote support for software installation, configuration, and troubleshooting.
- Ensured data security by installing antivirus software, firewalls, and other protective measures to protect client information.
- Established a strong professional reputation with clients through consistent delivery of high-quality service and technical expertise.
- Assisted in the development of IT policies and procedures to ensure compliance with industry best practices and regulatory requirements.
- Delivered preventative maintenance services for computer systems to minimize disruptions caused by malfunctions or outdated equipment.
- Reduced downtime for clients with prompt response to technical issues and effective problem-solving skills.
- Expedited the resolution of technical issues through effective communication with team members and stakeholders.
IT – Regional Desktop Manager
Teleperformance USA (Advance Service Division)
02.2016 - 12.2023
- Coordinate activities of staff engaged in computer operations by performing assigned duties personally or with subordinates
- Use OTDR in both short- and long-range modes, allowing for precise measurements in various network setups, from local area networks (LAN) to long-haul fiber optic lines
- Showcase leadership skills by initiating a revised billing program for the paper route, which increased on-time payments by 30%
- Perform system updates, upgrades, and configurations for hardware and software, ensuring compatibility and performance optimization according to client needs
- Monitor problem management database and follow up with assigned personnel to ensure timely resolution of problems
- Help plan monthly 'flying' and quarterly meetings, assist grocery shoppers in finding products and deliver carry-out services
- Create a new customer comment program, which includes a personal letter from the head Increase customer satisfaction by 75%
- Achieved departmental goals by developing and executing strategic plans and performance metrics
- Increased team productivity by implementing streamlined processes and effective communication strategies
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Defined clear targets and objectives and communicated to other team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Accomplished multiple tasks within established timeframes.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
IT – Desktop Engineer
Teleperformanceusa (Advance Service Division)
05.2006 - 02.2016
- Exhibited proficiency by administering and troubleshooting over 2500 desktops for one of the biggest call centers in the world
- Maintain detailed records of service visits, including troubleshooting steps, repairs made, parts used, and any changes to system configurations for future reference
- Provided technical assistance, including setting up hardware systems, installing software, and troubleshooting basic IT issues
- Use OTDR to verify the quality of new installations by checking the loss of optical fibers, ensuring that fiber connections meet specified standards before deployment
- Assisted in organizing the flow of stock in the grocery store
- Prepared weekly inventory reports & submitted them to the supervisor
- Demonstrated competency by recommending a new stocking system, effectively reducing stocking time by four hours a week
- Took full responsibility for serving over 78 customers on the neighborhood newspaper route while handling billing and collections
- Provided remote support to off-site employees, ensuring seamless integration with company systems and continued productivity.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Diagnosed and troubleshot hardware, software and network issues.
- Set up and updated equipment for customer use in line with company standards and procedures.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Reduced helpdesk support tickets by proactively addressing common user issues through regular maintenance.
- Configured and installed computer systems for other sub-organizations.
- Installed and configured operating systems and applications.
IT Technician, Logistics Assistant
Teleperformance
08.2018 - 12.2023
- Streamlined warehouse operations by implementing efficient inventory management systems
- Reduced order fulfillment times with effective coordination of logistics processes and transportation schedules
- Improved supply chain efficiency by establishing strong relationships with key suppliers and carriers
- Ensured accurate documentation, maintaining detailed records of shipments, invoices, and receipts for compliance purposes
- Remote Support: Skilled in supporting work-at-home advisors, offering comprehensive assistance in setting up and configuring desktop bundles, thereby enhancing overall productivity
- Used OTDR to test, troubleshoot, and certify the integrity of fiber optic cables
- This includes measuring fiber length, locating faults, splices, and connections
- Client Image Management: Demonstrated expertise in managing and updating client images to ensure compatibility with evolving project requirements and industry standards
NETWORK SPECIALIST
Caribbean Businesses
06.2005 - 07.2006
- Meticulously analyzed workflow and security requirements while establishing the network to achieve organizational goals/objectives
- Evaluated network performance issues and handled tasks such as installing and testing equipment, connections, and firewalls
- Provided a keen eye on defining policies/procedures for the network Implemented, monitored, and evaluated security protocols
- Tracked and evaluated the network and troubleshot any problems Led fine-tuning of networks to enhance user performance
- Trained staff on the safe and secure use of the network
- Tested/performed network enhancements to regularly update the network
- Troubleshot and maintained networking devices and infrastructure across enterprise.
- Implemented regular backups and disaster recovery plans, safeguarding against data loss from unforeseen events.
Education
No Degree - Computer and Information Sciences
North Miami High School
North Miami, FL05.2006
Skills
- Troubleshooting & Diagnostics
- Network Protocols
- Hardware Maintenance
- System Upgrades
- Cabling & Fiber Optics
- Problem Resolution
- Customer Training
- Adaptability
- Customer Satisfaction
- Technical Proficiency
- Problem-Solving Abilities
- Attention to Detail
- Time Management
- Network Troubleshooting
- Remote Support
- IT Asset Management
- Endpoint Security
- Help Desk Support
- Desktop support
- VPN Configuration
- Wireless Networking
- Hardware Installation
- IT Documentation
- Hardware diagnostics
- Software configuration
- Network Security
- VoIP Systems
- Patch management
- Mobile Device Management
- System Administration
- Virtualization Technologies
- Server Management
- Ticketing systems
- Active Directory
- Operating systems
- Printer maintenance
- Network configuration
- Security Protocols
- Incident Management
- Problem-Solving
- Customer Service
- Teamwork and Collaboration
- Advanced troubleshooting
- Microsoft Windows and Office
Skills
Experience in installing, splicing, and testing fiber optic cables, including single-mode and multi-mode fibers, using industry-standard tools and equipment., Proficient in using Optical Time-Domain Reflectometers (OTDR) for testing fiber optic cables, diagnosing faults, and analyzing losses in fiber networks., Expertise in fusion splicing and mechanical splicing of fiber cables, as well as installing and terminating various types of connectors., Strong ability to create detailed fiber optic network maps, maintaining compliance with industry standards and local regulations., Expertise in diagnosing and resolving issues with hardware, software, and network connectivity in real-time., Knowledgeable in TCP/IP, DNS, DHCP, and other networking protocols, with experience in setting up and managing LAN, WAN, and wireless networks., Skilled in repairing and replacing defective components in desktops, laptops, servers, and other peripheral devices to ensure minimal downtime., Ability to perform hardware and software upgrades, firmware updates, and security patches to maintain system reliability and security., Experience with structured cabling, fiber optic installation, splicing, and testing for high-speed data transmission., Quickly address customer concerns by diagnosing and resolving issues on-site, providing timely solutions to minimize disruption to client operations., Educate clients on system use, maintenance, and troubleshooting techniques to empower them and reduce future support needs., Quickly adapt to varying customer needs and environments, offering tailored solutions to meet individual requirements., Focus on building strong relationships with clients by actively listening to their concerns and providing exceptional service to exceed their expectations., Consistently follow company safety protocols and industry standards (such as OSHA regulations) to maintain a safe working environment., Ensure that all work complies with federal, state, and local regulations, as well as company-specific safety guidelines., Properly use and maintain PPE, such as safety gloves, helmets, and eyewear, to prevent injuries during field operations., Accurately document and report safety incidents and near-misses, contributing to the improvement of safety protocols., Strong understanding of technical concepts and hands-on experience with installing, repairing, and maintaining equipment in field environments., Capable of diagnosing and troubleshooting complex issues on-site, ensuring minimal downtime for clients or equipment., Precise in following technical documentation, installation guides, and ensuring accuracy in repairs and setup., Efficient in managing time and schedules to meet client appointments and service-level agreements (SLAs).
Timeline
IT Field Technician
Conviva Care Center
02.2024 - Current
IT Technician, Logistics Assistant
Teleperformance
08.2018 - 12.2023
IT – Regional Desktop Manager
Teleperformance USA (Advance Service Division)
02.2016 - 12.2023
IT – Desktop Engineer
Teleperformanceusa (Advance Service Division)
05.2006 - 02.2016
NETWORK SPECIALIST
Caribbean Businesses
06.2005 - 07.2006
No Degree - Computer and Information Sciences
North Miami High School
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