Summary
Overview
Work History
Accomplishments
Timeline
Skills
Skills
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Summary

Detail-focused and result-oriented IT professional with extensive knowledge in troubleshooting IT-related issues and effective training skills. Dedicated, organized, and self-directed team player with strong written, communication, and relationship-building skills. Capable of identifying potential problems and providing recommendations for resolution.

Overview

14
14
years of professional experience

Work History

IT Support Specialist

Willowtree Apps
Durham, NC
06.2014 - 03.2017
  • Installed and configured over 120 workstations including laptops, desktops, Toughbooks and Surface Pro tablets, 15 copy machines and other printers, and Cisco VOIP phones for end-users.
  • Provided valuable technical support for up to 120 end-users for hardware and software issues by consulting with customers via phone, email, Zendesk help-desk ticketing system and in person.
  • Provided remote desktop support for over 120 computers across all 3 company locations using programs like GoverLan, GoToAssist, and LogMeIn.
  • Performed data migration, email configuration and network mapping for end-users at all 3 company locations.
  • Performed daily/weekly preventative maintenance, including virus scans, checking and cleaning of workstations, printers, network equipment, and other peripherals.
  • Solved problems, resolved errors, and ensured customer satisfaction.
  • Installed and configured Kronos time clocks for use by workers at 2 company locations.
  • Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions.
  • Installed Ubiquiti and EnGenius Access Points throughout all locations to supply WiFi access to all devices, no matter where users were on the facility grounds.
  • Created multiple point-to-point bridges with Ubiquiti Long Range access points to send WiFi signals to our ship dock and bunkhouse locations.
  • Monitored and responded phone and e-mail requests for technical support.
  • Provided computer training to clients whenever new software or hardware was introduced.
  • Substantially increased security and performance of systems by initiating installation of new anti-virus software and critical operating system and other computer software updates.

IT Support Specialist / Telephone Control Officer

United States Marine Corps
City, STATE
04.2003 - 09.2011
  • Installed and setup of over 250 new NMCI workstations and over 100 Legacy workstations.
  • Provided remote desktop support for over 100 computers while deployed to Al Asad, Iraq.
  • Data migration, email configuration, printer installation including mapping.
  • Performed daily/weekly preventative maintenance, including checking and cleaning of workstations, printers, network equipment, and other peripherals.
  • Solved problems, resolved errors, and ensured customer satisfaction.
  • Conducted and processed man-hours, daily/weekly transactions and work order reports.
  • Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions.
  • Administrator for Unit's SharePoint website which included creating, modifying, deleting and updating webpages as needed.

Accomplishments

  • Developed and executed plan to use solar power in the middle of the Riser storage yard to supply power to multiple access points for WiFi connection. This WiFi connection was used by Surface Pro tablets, cell phones and Cisco portable VOIP phones.
  • Configured ASAP Passport Inventory software and with the information provided by different shops across the Riser location, built an inventory of all equipment, including machinery, used in the yard.
  • Single-handedly upgraded 80 computers to Windows 10 in 2 weeks and reconfigured them with all missing software and end-user's backed up files.

Timeline

IT Support Specialist

Willowtree Apps
06.2014 - 03.2017

IT Support Specialist / Telephone Control Officer

United States Marine Corps
04.2003 - 09.2011

Skills

  • Proficient Troubleshooter
  • Patient and Diligent
  • Organized
  • Proactive
  • Quality Focused
  • Remote Support
  • Help-Desk Ticketing
  • Virus and Malware Prevention
  • Technical / End-user Support
  • Data Backup and Recovery

Skills

  • Proficient Troubleshooter
  • Patient and Diligent
  • Organized
  • Proactive
  • Quality Focused
  • Remote Support
  • Help-Desk Ticketing
  • Virus and Malware Prevention
  • Technical / End-user Support
  • Data Backup and Recovery

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