David E Miller III

Achievements:
System Design and Implementation: Set up scalable, reliable systems and networks. Install, configure, and manage servers, storage, and network equipment.
Develop and maintain disaster recovery plans and data backup strategies—system Maintenance and Support: Installed new hardware and software outside of office hours for minimal service disruption. Proactively monitor system performance, troubleshoot issues, and ensure system availability and reliability.
Provided technical support and guidance to end users and IT staff—improved network functionality by overseeing regular system upgrades. Applied patches, upgrades, and configuration changes to ensure systems were secure and up-to-date.

Accomplishments:
Project Management: Led and participated in ICT project management workload efficiently, managing multiple projects simultaneously without compromising quality. Collaborate with cross-functional teams to
define system specifications and project timelines.
Documentation and Reporting: Maintain comprehensive systems, processes, and services documentation.
Prepare reports and presentations on system performance, projects, and improvement recommendations.
Managed inventory of all IT assets, maintaining accurate records consistently. Assisted in budgeting for IT expenses whilst ensuring cost-effective resource utilization.

Achievements:

• Significantly contributed to the success of critical business operations across three Casinos and a network of 25 restaurants by actively monitoring support metrics, driving continuous process enhancements, and ensuring the resilient management of IT infrastructure
• I successfully spearheaded the development and implementation of tailored standard operating procedures (SOP) and industry best practices for our IT support team.
• This strategic endeavor resulted in noticeable improvements, including heightened operational efficiency, streamlined workflows, and an overall enhancement in the delivery of technical support within our IT environment.

Accomplishments:

• Implemented new standard operating procedures (SOP) and best practices resulting in a 20% increase in the efficiency and productivity of the IT support team.
• Monitored and analyzed support metrics, leading to the identification and implementation of process improvements, resulting in a 25% decrease in support ticket resolution time.
• Successfully coordinated with internal team members to identify and resolve complex technical problems, reducing technical issue resolution time by 30%.

Achievements:

• I delivered top-tier Tier 3 IT support, ensuring comprehensive service coverage and expertise in complex problem-solving for an international active services company.
• I carefully handled extensive IT infrastructure support under the guidance of an IT Infrastructure Engineer, maintaining the operational integrity of server rooms and IDFs facility-wide.
• I also conducted thorough hardware and software installations and configurations using SCCM, enhancing system reliability and user experience.

Accomplishments:

• Distinguished by excellent communication and business-oriented skills, enabling effective customer interactions and end-user support.
• Provided extensive IT infrastructure support under the remote guidance of an IT Infrastructure Engineer, ensuring the operational integrity of server rooms and seven IDFs across the entire facility, despite being 450 miles away.
• Conducted precise hardware and software installations and configurations onsite using SCCM for a user base of 50 individuals, including 10 executives.

Achievements:

• Provided Tier II support to 15 U.S.-based clients and 5 international clients, showcasing a high level of expertise and responsibility in supporting a diverse client base.
• Supported 50,000 end-users worldwide, ensuring the smooth functioning of day-to-day operations for an extensive user community, underscoring invaluable operational support.
• Possessed significant expertise in providing technical support and troubleshooting for Windows OS, Android, and iOS, demonstrating a well-rounded skill set in managing diverse user needs.

Accomplishments:

• Proficient in authentication techniques using Okta, DUO, Windows Authenticator, Multi-Factor Authentication, and Symantec VIP Manager, showcasing a wide array of security expertise in user access controls.
• Provided software support for VPNs, including Cisco AnyConnect, Pulse Connect Secure, Global Protect, Palo Alto, and Check Point, demonstrating extensive know-how in maintaining secure remote access solutions.
• Utilized a range of remote desktop support programs such as Bomgar, Quick Assist, Skype, RDP, Dameware, and LogMeIn, ensuring effective remote IT assistance and troubleshooting capabilities.

Achievements:

• Delivered personalized technical support and device optimization recommendations tailored to the user's lifestyle, showcasing Verizon's commitment to ensuring high customer service and tailored user experiences.
• Offered exceptional customer support through various channels like phone, text, email, and messaging, underscoring a multichannel support service, and fostering strong and accessible customer interactions.

Accomplishments:

• Identified and implemented appropriate solutions to end-users concerns, demonstrating Verizon's commitment to resolving end-user issues effectively and efficiently.
• Offered in-home warranty services and other relevant products, showcasing a dedication to addressing end-users needs and providing a comprehensive support solution.

Achievements:

• Proficient in troubleshooting, diagnosing, and resolving technical hardware and software issues, showcasing a robust set of technical skills and a strong problem-solving capability.
• Ability to work well under pressure, both independently and as part of a team, to provide exceptional customer service and support, demonstrating a high level of adaptability and customer-focused service delivery.
• Collaborated with other team members to identify recurring issues and develop solutions for process improvement, showcasing a collaborative approach to continuous process enhancement and overall team efficiency.

Accomplishments:

• Assisted in the setup and configuration of new devices, including laptops, desktops, printers, and mobile devices, underscoring a hands-on approach to maintaining system integrity and efficiency.
• Managed and prioritized support tickets in the ticketing system, ensuring timely resolution and documentation, emphasizing a disciplined and organized approach to issue management.
• Conducted user training sessions to educate employees on various software applications and best practices, highlighting a knowledge-sharing role and an emphasis on continuous skill development within the organization.

Achievements:
Addresses urgent inquiries and issues related to proprietary programs, including the "Software as a Service" (SaaS) solutions OpenTable Anywhere and OpenTable Connect, as well as the "On-premises Solutions" (On-prem) Windows 10 IBM Server "Electronic Reservation Book (ERB)."

The Help Desk Specialist excels in providing Tier Two support for restaurants in the U.K. and Europe, consistently resolving a wide range of ticket types, including account setup configurations, credential resets,
diagnosing software errors, hardware issues, and server support.

The candidate demonstrates proficiency in networking principles, including a strong understanding of double and triple NAT configurations. They possess comprehensive knowledge of essential IT networking components, including network infrastructure, protocols, security measures, and technologies.

Accomplishments:
Possesses extensive experience in supporting and troubleshooting OpenTable restaurant reservation servers, software, hardware, point-of-sale (POS) systems, and database systems.

Exhibits proficiency in diagnosing and resolving hardware and software problems while managing an average of 20 tickets daily.

Utilized critical thinking skills to analyze problems, evaluate solutions, and make informed decisions.rations.

Achievement:

• Installed and maintained telecommunication systems, ensuring the operational integrity of critical communication infrastructure, directly impacting service reliability.
• Conducted troubleshooting and diagnostic procedures to identify and resolve issues related to network connectivity, underscoring a hands-on approach to addressing technical faults and operational disruptions.
• Performed repairs and replacements of faulty equipment, minimizing service disruptions and ensuring consistent and reliable service delivery.

Accomplishment:

• Maintained accurate records of service requests, repairs, and maintenance activities, ensuring accountability and effective service documentation.
• Conducted site surveys to assess network infrastructure and provide recommendations for improvements, showcasing proactive assessment and expert insights into network enhancements.
• Responded to service calls and addressed customer inquiries promptly and professionally, emphasizing a dedication to exceptional customer service and satisfaction.