Craig C. Chambliss Jr.
Honolulu,HI
Summary
As an aspiring IT Technician and US Army Veteran with over 16 years of experience, I have honed my skills in Information Technology Operations, utilizing extensive experience in installation, maintenance, and troubleshooting. Providing efficient and reliable communications solutions, Help Desk Operations, and Project Management. Leading teams through significant programs has been a highlight of my career, and I have been successful in navigating challenging and uncertain environments. Building and guiding teams in adverse conditions is a strength of mine, and I take pride in my ability to thrive in such situations. Additionally, my extensive knowledge in Computer Languages, Routing | Switching, and Information Security is a result of my commitment to continuous learning and staying up-to-date with the latest advancements in the field.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Business Technology Support Specialist II
SYSCO Food Services
03.2024 - Current
- Prioritize support calls using enterprise ticketing system and manage tickets with frequent updates, as well as escalating aging tickets, and trends as required.
- Purchase new equipment, repair parts, mice, keyboards, batteries, printer toner, supplies, etc. for workstations, laptops and peripherals devices from the approved standards list through Corporate IT Purchasing.
- Ensures software and hardware standards are adhered to at all times based on guidance from Corporate
- Contribute to the development of policies and procedures.
- Ensuring software license compliance with all installed software
- Responsible for imaging workstations using the standard images
- Maintains and adheres to current system security policy
- Ensure client agents for discovery tools, anti-virus and patch compliance updates are maintained at the most current levels
- Provides secondary on-site support and knowledge transfer to the Desktop/Laptop support team and the Support Specialist I associates as required.
- Account administration and support for Order Entry applications
- Assists with desktop hardware relocation where required.
- Responsible for local printers/copiers/faxes network connectivity, preliminary troubleshooting, toner replacement and coordination of third party on-site support.
- Responsible for and/or assists in special projects as assigned to include product evaluations and roadmap planning sessions.
- Maintain reliable “Hot Spare” Laptop/Desktop systems
- Train and assist end users to effectively utilize the enterprise ticketing system
- Dispose of old computer equipment utilizing approved recycling vendors.
- Provide onsite hands on support for devices supported by Infrastructure support teams.
- Provides telephone and mobile phone support, including voicemail and account administration, deployment/replacement of equipment.
- Assists with support of wireless access points, VPN connectivity, and company issued mobile telephone devices. Provides after hours and round-the-clock support for emergency trouble calls when needed.
Desktop Support Engineer
Royal Hawaiian Movers
10.2023 - 02.2024
- Installed, configured, and maintained desktop operating systems, applications, and hardware for users.
- Provided technical assistance to users in person, via phone or email.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Coordinated with vendors for warranty and non-warranty hardware repairs and replacements.
- Maintained positive working relationship with fellow staff and management.
- Conducted training sessions for staff on new software and hardware, enhancing productivity.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Installed, configured and maintained computer hardware, software and peripherals.
- Resolved printer, scanner, and other peripheral device issues, maintaining operational efficiency.
- Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
- Utilized ticketing systems to track and prioritize support requests, improving response times and resolution rates.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Participated in IT projects, contributing to the successful rollout of technology initiatives.
- Troubleshot and resolved hardware, software, and network issues, reducing downtime.
- Managed inventory of IT assets, including procurement and disposal, ensuring compliance with company policies.
- Provided remote desktop support using tools like TeamViewer and Remote Desktop, increasing issue resolution speed.
Signal Support Specialist
United States Army
04.2007 - 07.2023
- Gathered data pertaining to customer needs to identify, predict and evaluate system and network requirements.
- Responded promptly to service requests from end users via a ticketing system.
- Maintained an inventory list of all IT assets including hardware components and software licenses.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Performed routine maintenance tasks such as virus scans and patch management across the organization's IT environment.
- Monitored network performance to determine adjustments needed.
- Conferred with network users about solutions to existing system problems.
- Provided technical support for the installation, configuration, and maintenance of computer hardware and software systems.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Analyzed equipment performance records to determine need for repair or replacement.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Deployed virtual machines using VMware vSphere ESXi or Hyper-V technologies.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Configured local area networks using routers, switches, hubs and other networking equipment.
- Coordinated with vendors and company personnel to facilitate purchases.
- Created user accounts, profiles, and passwords in accordance with established procedures.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Configured, monitored and maintained email applications or virus protection software.
- Managed active directory users, groups, OU's, GPO's to ensure proper access levels are met based on organizational policies.
- Monitored system performance metrics such as CPU utilization and disk space usage to optimize resource allocation.
- Troubleshot, repaired, and maintained communication systems such as radios, telephones, and computers.
- Along with my strong leadership skills, I possess a keen understanding of the Information Technology and Communication business
- I am dedicated to maintaining current software and hardware to meet user needs
- Furthermore, I effectively apply my technical knowledge and diagnostic skills to promptly solve problems, ensuring optimal usability and performance
- During my tenure as the Communication Section Chief, I assumed the responsibility of providing comprehensive IT consultation, installation, training, and technical support to end-users
- I effectively managed and completed a multitude of priorities, ranging from IT tasks to Special Projects, by collaborating with staff, users, and management to establish their specific requirements
- Troubleshooting software, hardware, and network connectivity issues in a Windows 10 environment was a regular part of my role, and I excelled in this area
- My proficiency extends to various software and technologies, including but not limited to Microsoft Office, Adobe Acrobat, Oracle Java, and Cisco AnyConnect
- In addition, I demonstrated exceptional competence in imaging computers and ensuring their readiness for exercises, consistently achieving a 100% success rate compared to other units
- Identifying and resolving internet connectivity issues was another aspect of my responsibilities, and I promptly escalated network connectivity issues through a Remedy ticket
- I successfully replaced outdated Plain Old Telephone Service (POTS) Analog phones with modern Voice over Internet Protocol (VoIP) phones
- Recognizing the need for an efficient troubleshooting process, I took the initiative to create a comprehensive procedure for determining issues and promptly submitted Remedy tickets when resolution was not possible
- Moreover, I was accountable for issuing iPhones and configuring/testing them with different providers
- I have a proven track record of successfully completing new network component installations, updates, and configurations
- My ability to resolve issues, enhance customer satisfaction, and drive overall operational improvements has been consistently excellent
Education
Associate of Arts - Liberal Arts and General Studies
American Military University
Killeen, TX01.2015
High School - undefined
James Campbell High School
Ewa Beach, HI01.2006
Skills
- Network Printers
- Web/Database Servers
- Strong technical knowledge of signal support systems
- VPN
- Active Directory
- Hardware documentation
- Windows
- LAN
- Microsoft Office
- Information Protection Analysis
- Proficiency with company software and hardware
- MS Office
- Problem resolution
- TCP/IP
- Technical issues analysis
- Desktop support
- And terminal devices
- Skilled in providing technical assistance and training for
- IT support
- Mobile Device Management
- WLAN
- Telecommunication computer systems
- VLAN
- Troubleshooting
- Data entry
- ServiceNow
- Help desk
- And data distribution systems
- Networking issues
- Supervision
- Proficient in operating and maintaining radio, wire, cable
- Customer service
- Communications
- Testing and results analysis
- Team management
- Active Directory management
- Ticketing system proficiency
- Remote desktop support
- Software installation
- Wireless networking
- Help desk management
- Application support
- System configuration
- Incident management
- Hardware maintenance
- Asset management
- VoIP systems
- Patch management
- Mobile device management
- Storage area networks
- Virtualization technologies
- Remote support
- Decision-making
- Ticket management
Certification
- A+ Certified CompTIA 01/18/23
- ITIL Foundation 02/25/24
- ITF+ Certified CompTIA 05/15/24
Timeline
Business Technology Support Specialist II
SYSCO Food Services
03.2024 - Current
Desktop Support Engineer
Royal Hawaiian Movers
10.2023 - 02.2024
Signal Support Specialist
United States Army
04.2007 - 07.2023
High School - undefined
James Campbell High School
Associate of Arts - Liberal Arts and General Studies
American Military University