Summary
Overview
Work History
Education
Skills
Timeline
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Ashton Fleary

Ashton Fleary

Pompano Beach

Summary

Seasoned IT Professional with over 18 years of comprehensive experience across field support, desktop management, and enterprise infrastructure optimization. Demonstrated expertise in delivering high-quality technical support, managing large-scale hardware deployments, and leading end-to-end IT operations in dynamic, multi-site environments. Proficient in troubleshooting and managing cross-platform systems, including Windows and macOS, with advanced capabilities in Microsoft Intune for device compliance, app deployment, and policy enforcement. Skilled in network diagnostics, endpoint protection, and asset lifecycle management, as well as enabling secure and efficient remote workforce solutions. Recognized for driving operational efficiency, improving service delivery, and fostering collaboration across cross-functional teams to enhance user satisfaction, and meet evolving business needs. Resourceful IT Field Technician known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, hardware configuration, and software installation. Excel in problem-solving, communication, and time management, ensuring optimal service delivery and client satisfaction.

Overview

20
20
years of professional experience

Work History

IT Field Technician

Conviva Care Center
Fort Lauderdale
02.2024 - Current
  • Provided onsite IT support for medical centers and corporate offices, ensuring continuous system functionality and user satisfaction.
  • Supported IT operations during acquisitions, cutovers, center mergers, and site relocations to maintain business continuity.
  • Collaborated with network teams on firewall configurations, TTU and WAP installations, port setups, and MAC address whitelisting using the Cisco Meraki dashboard.
  • Assisted the Information Security team with WinMagic SecureDoc tasks, including software installation, encryption updates, device unlocking with challenge data, and configuring SecureDoc for specialized systems such as GE EchoPAC.
  • Delivered application support for a wide range of platforms, including eClinicalWorks, Microsoft Office Suite, Dragon Dictation, FortiClient, GlobalProtect, DYMO LabelWriter, Startel, Fujitsu scanners, EasyOne Connect, QuantaFlo, NeuroMetrix DPN, Midmark EKG, and Topaz signature pads.
  • Troubleshot Microsoft Intune issues related to compliance policies, app deployment, and configuration profiles to ensure proper endpoint enrollment and functionality.

Regional Desktop Manager / IT Technician - Logistics Assistant

Teleperformance USA
Fort Lauderdale
02.2016 - 12.2023
  • Coordinated and directed the activities of staff engaged in computer operations, ensuring tasks were executed efficiently and accurately, either personally or through delegation to subordinates.
  • Monitored a problem management database and ensured timely resolution by following up with assigned personnel and implementing accountability measures.
  • Organized and facilitated monthly and quarterly team meetings, contributing to improved communication, alignment, and operational effectiveness.
  • Created a customer feedback program that included personalized correspondence from leadership, leading to a 75% increase in customer satisfaction.
  • Achieved departmental objectives by developing and executing strategic plans aligned with performance metrics and organizational goals.
  • Boosted team productivity by streamlining workflows and fostering effective communication strategies to improve efficiency.
  • Successfully led change management initiatives to drive organizational transformation while maintaining high employee morale and productivity levels.
  • Assisted with any other duties as directed by the Director of Desktop Support, Desktop Manager, Lead Desktop Engineer, or Regional Lead Desktop Engineer, demonstrating flexibility and adaptability to support the team's needs.
  • Led desktop operations supporting over 5,000 users across regional offices.
  • Shipped and imaged Windows desktops, monitors, and peripherals for 175 agents daily.
  • Managed weekly shipment of 80-90 Apple iMacs using Jamf and Casper.
  • Streamlined logistics and improved hardware deployment readiness.
  • Enhanced billing operations, achieving a 30% increase in on-time payments.
  • Provided Tier 2 and Tier 3 support for over 2,500 endpoints in a high-volume call center, ensuring minimal downtime and high user productivity.
  • Supported and maintained over 500 Apple iMacs, including hardware repairs, imaging, and deployment to end users.
  • Performed hardware diagnostics, imaging, and deployment of Windows desktops, laptops, and peripheral devices across multiple departments.
  • Responded to service tickets using enterprise ticketing systems, prioritizing incidents and requests to meet SLA timelines.
  • Installed and configured operating systems, application software, network printers, and remote access tools to support business operations.
  • Conducted routine maintenance and performance tuning to optimize desktop environments and prolong hardware lifecycle.
  • Assisted in Active Directory administration, including password resets, user provisioning, group policy enforcement, and profile management.
  • Collaborated with network and server teams to troubleshoot connectivity and authentication issues across LAN/WAN infrastructure.
  • Documented standard operating procedures, technical resolutions, and asset inventory for improved knowledge sharing and compliance.
  • Supported software rollouts and patch deployments to maintain system security and ensure application compatibility.
  • Provided remote support for off-site agents using tools such as Remote Desktop, LogMeIn, or TeamViewer.
  • Participated in on-call rotation and responded to after-hours incidents to support 24/7 operations.
  • Maintained a customer-focused approach, resolving technical issues with patience, clarity, and professionalism.

Desktop Engineer

Teleperformance USA
Fort Lauderdale
05.2006 - 02.2016
  • Monitored performance of servers and workstations to ensure optimal operating conditions.
  • Maintained accurate inventory records of all installed equipment.
  • Implemented security measures to protect computer networks from unauthorized access or malicious attack.
  • Repaired damaged PCs by replacing hard drives or other defective parts as needed.
  • Installed software applications as required by end users.
  • Created user accounts, set up email accounts, and provided initial training to new employees on basic computer operations.

Network Specialist

Caribbean Businesses
Miami
06.2005 - 07.2006
  • Provided technical support for users experiencing problems connecting to the network or accessing resources on it.
  • Performed troubleshooting to diagnose and resolve network issues.
  • Implemented system upgrades including firmware revisions, patches.

Customer Support Representatives

Teleperformance USA
Fort Lauderdale
12.2005 - 05.2006
  • Conducted follow-up calls to ensure customer satisfaction.
  • Collaborated with other departments to resolve customer issues quickly.
  • Resolved customer inquiries in a timely manner.
  • Followed established policies and procedures while providing excellent customer service.
  • Collaborated with team members on projects aimed at improving customer satisfaction levels.

Customer Service Representative

Geek Squad - Teleperformance USA
05.2005 - 12.2005
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Implemented innovative methods for streamlining the customer service process.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved customer complaints promptly and efficiently.

Education

High School Diploma -

North Miami Senior High
North Miami, FL

Skills

  • Onsite support
  • Device encryption
  • Remote access
  • Customer service
  • Technical documentation
  • Inventory management
  • Team collaboration
  • Problem resolution
  • Endpoint management
  • Remote support
  • Help desk support
  • Active directory
  • IT documentation
  • Hardware installation
  • IT asset management
  • System administration
  • Printer maintenance
  • Hardware diagnostics
  • Mobile device management
  • Ticketing systems
  • Operating systems
  • Desktop support
  • ITIL processes
  • Advanced troubleshooting
  • Resolve technical problems
  • Written communication
  • Relationship building
  • Verbal and written communication
  • LAN/WAN
  • Customer communication and empathy
  • Microsoft windows and office
  • TCP/IP
  • Customer service expert

Timeline

IT Field Technician

Conviva Care Center
02.2024 - Current

Regional Desktop Manager / IT Technician - Logistics Assistant

Teleperformance USA
02.2016 - 12.2023

Desktop Engineer

Teleperformance USA
05.2006 - 02.2016

Customer Support Representatives

Teleperformance USA
12.2005 - 05.2006

Network Specialist

Caribbean Businesses
06.2005 - 07.2006

Customer Service Representative

Geek Squad - Teleperformance USA
05.2005 - 12.2005

High School Diploma -

North Miami Senior High

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Ashton Fleary