Clyde Temple III
Summary
Experienced in personnel, materials, and project management across various roles including call center, customer service office, and help desk. Proficient in IT field service engineering and project management. Demonstrates strong team leadership, motivational, and coaching skills. Known for being technically astute and solutions-oriented. Adopts a consultative professional coaching style with extensive interviewing and hiring experience. Sets performance goals to meet efficiency levels, goal setting, and quality assurance standards. Boasts an excellent track record in IT management, field service engineering (IT services), and project management with over 25 years of overall IT experience. Recognized for expert technical documentation and troubleshooting abilities. Award winning energetic and organized individual with a strong aptitude for problem-solving and team collaboration. Possesses foundational knowledge of IT support and customer service, coupled with exceptional skills in troubleshooting and resolving technical issues. Committed to driving team performance and ensuring optimal user support.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Help Desk Team Lead, U.S. Central Region
TRC Solutions
Houston, Texas
01.2007
Lead Technical Consultant
Dynegy Inc.
Houston, Texas
01.2000
Helpdesk Manager/ Customer Service Center Supervisor
Enron Broadband Services
Houston, Texas
01.1999
Senior Nurse Call Technician / Engineer
Wilson Fire Equipment
07.2020 - 09.2020
- Respond to service calls for nurse call service, installations, additions, changes and relocations to Ascom, Tektone, Vocera, Dukane, and other current and legacy nurse call systems in the Houston Texas market and surrounding area
IT Support Services Engineer
TrueNorth ITG / Fondren Orthopedic Group
09.2019 - 01.2020
- Supported Fondren Orthopedic Group's user base at all levels to include server, OS, clinical, and CBO support applications
- Supported 18 remote sites all over the Houston metropolitan area
- First Call solution analyst for global practice IT solutions
- Key component in global RYUK virus attack recovery
- Active directory account creation
- Active directory account management and termination
- Exchange and Office 365 administration
- Cisco ASA VPN appliance maintenance and administration
- Avaya IP phone administration
- Windows Server administration Windows 2k3, 2k8, 2k12, 2k16
- Clinical Practice Software support GE CPS, MDlogic
- Windows OS support
- Comprehensive PC and server Hardware support
Field Service Engineer – Western Region
Hill-Rom
Houston, Texas
06.2014 - 07.2019
- Primary duties include professional field service engineering and implementation engineering of Hill-Rom Navicare Nurse Call, Nurse Call Module products integrated with Centrak RTLS in hospitals all over the continental US based in the Western Region in Houston, Texas
- Actively services Hill-Rom nurse call product in over 200 locations in the region and other areas as directed
- Worked on product performance optimization, remediation, preventive maintenance, design, programming, installation, troubleshooting, and general customer relations
- Other duties include configuring Hill-Rom POE switches, upgrading POE switch firmware, site and network topology evaluations and surveys
- Testing network cable and troubleshooting cable connectivity in sites with connectivity issues
- All work involved 80 to 100% travel much of it over night or longer
- Focused and contributed to the Western Regions team of legacy engineering experts by becoming a subject matter expert in legacy systems break / fix and maintenance
- Responded to system down alerts in all possible locations with a 99.99999% success rate getting systems back up and running
- Developed a multiple switch firmware upgrade procedure that saved 60% total cost of upgrade
- Extensive Centrak RTLS battery remediation survey project work
- Centrak Site Survey work
- Centrak RTLS troubleshooting
IT Optimization Analyst / IT Field Service Engineer / Field Project Manager
Furmanite World Wide
Houston, Texas
03.2012 - 08.2014
- Final resolution of incoming service requests on a global basis
- Managed and directed projects to assimilate and migrate IT resources from new acquired enterprises from inception to final turn up
- This includes all aspects from procurement of equipment imaging of PCs, servers and coordinating with contractors to deliver connectivity and critical infrastructure mission essential components to the newly acquired assets
- Procurement, imaging, and deployment of laptops, desktops, workstations, printers, assist local offices in the selection and procurement of their IT resources
- This position requires hands on desktop and help desk support to include building, configuring and servicing servers and other necessary tasks and projects that keep the global enterprise operational
- Other duties include audio visual support of executive conferences, support and procurement of mobile devices to include cell and smart phones as well as iPhones and iPads
- Regular duties also include coding, reporting and approval, of billable goods and services
- Direct support of senior executives in every IT related activity
- Travel to remote sites to service, install, and maintain infrastructure components
- Other duties completed as directed or requested
- Recipient of the Furmanite Orange Code Leadership Award in Recognition of Exemplary Orange Code Leadership
Helpdesk Support Analyst
Baker Hughes
Houston, Texas
11.2011 - 04.2012
- Final resolution for answering helpdesk call tickets (I field about 230 tickets per month)
- Troubleshooting MS Office, Intranet, Internet, Active directory account password resets, remote access, blackberry, responding to transferring, reassigning and creating tickets in the helpdesk console and other duties as directed
Trade Floor Desk Side Support Analyst
Sequent Energy Management
Houston, Texas
04.2010 - 10.2011
- Final resolution for answering helpdesk call tickets on Natural Gas Trade Floor (I field about 250 tickets per month)
- Troubleshooting MS Office, Intranet, Internet, Active directory account password resets, processing security requests, Networking, remote access, blackberry, machine imaging, responding to reassigning and creating tickets in the helpdesk console and other duties as directed
Education
Microsoft IT Professional Certification Track Course - 6294a and 6292a
Bachelor of Science Degree - Political Science – Pre Law, English
University of Houston
01.2005
Associate in Arts Degree -
Houston Community College
01.2002
Skills
- Windows 11
- Windows 10
- Windows NT
- Windows 95
- Windows 98
- Windows ME
- Windows 2000
- Windows XP Professional
- Linux
- Novell 4x
- DOS Command Prompt
- Microsoft Windows Vista
- Windows 7 Enterprise
- Windows Server 2000
- Windows Server 2003
- Windows Server 2008
- Windows Server 2012
- Windows Active Directory
- SCCM
- IBM
- Dell
- Hewlett Packard
- Lenovo
- LAN
- WAN
- POE
- Cisco Switch and Router Configuration
- Meraki WAP
- Dell servers
- Compaq servers
- POE Switch configuration
- Network Cable troubleshooting
- Network Cable repair
Certification
Microsoft IT Professional Certification Track Course, 6294a, 6292a
Management Experience
- Help Desk Team Lead, TRC Solutions, Houston, Texas, 2007
- Lead Technical Consultant, Dynegy Inc., Houston, Texas, 2000
- Helpdesk Manager/Customer Service Center Supervisor, Enron Broadband Services, Houston, Texas, 1999
Military Service
United States Air Force, Veteran
Timeline
Senior Nurse Call Technician / Engineer
Wilson Fire Equipment
07.2020 - 09.2020
IT Support Services Engineer
TrueNorth ITG / Fondren Orthopedic Group
09.2019 - 01.2020
Field Service Engineer – Western Region
Hill-Rom
06.2014 - 07.2019
IT Optimization Analyst / IT Field Service Engineer / Field Project Manager
Furmanite World Wide
03.2012 - 08.2014
Helpdesk Support Analyst
Baker Hughes
11.2011 - 04.2012
Trade Floor Desk Side Support Analyst
Sequent Energy Management
04.2010 - 10.2011
Help Desk Team Lead, U.S. Central Region
TRC Solutions
01.2007
Lead Technical Consultant
Dynegy Inc.
01.2000
Helpdesk Manager/ Customer Service Center Supervisor
Enron Broadband Services
01.1999
Bachelor of Science Degree - Political Science – Pre Law, English
University of Houston
Associate in Arts Degree -
Houston Community College