Earl George

• Traveled to customer locations to provide hands-on technical assistance while professionally communicating issues and solutions, minimizing operational disruptions.
• Being comfortable traveling to customer sites, sometimes on short notice, to install, repair, maintain, or troubleshoot equipment.
• Setting up new machines or systems at a customer's site. This can include mounting equipment, connecting power/data cables, installing components, loading software, configuring settings, and verifying that everything works correctly.
• Repaired equipment by identifying failed components, replacing or repairing them, and testing systems to return them to service promptly.
• Documented service call details, including customer complaints, diagnostic steps, parts replaced, test results, equipment condition, and resolutions.

• Provided first line response for users requesting assistance in regards to any technical issues
• Quickly and accurately determined incident scope/impact and assigned the ticket according to any available technician
• Quickly and accurately determined incident scope/impact and assigned the ticket according to any available technician
• Perform password reset and account creations while using Windows Server 2012 R2/2016, Active Directory, Group Policy and Office 365
• Monitored backup system alerts and escalated errors for prompt resolution
• First line of communication with vendors such as ISPs for any outages or issues
• Escalated complex issues to appropriate support teams for resolution.

• Provided Level 1 and Level 2 technical support to end users via phone, email, chat, and in-person assistance.
• Traveled 20%-30% to client sites to resolve IT-related issues.
• Used ticketing systems to document, prioritize, track, and resolve technical support requests while meeting service-level requirements.
• Documented, prioritized, tracked, and resolved technical support requests using ticketing systems, consistently meeting service-level agreements.
• Executed workstation setups, equipment replacements, imaging, and deployments for new and existing employees to ensure seamless onboarding.
• Escalated complex hardware, software, security, and network issues to appropriate IT teams.

• Supervised and directed crews performing concrete surface preparations, grinding, polishing, and finishing operations
• Operated commercial-grade floor grinders, concrete polishers, dust extractors, and other surface-prep equipment
• Read and followed project plans, specifications, and job-site instructions to ensure work completion
• Trained and assisted team members on proper equipment operations
• Maintained equipment, replaced tooling, and performed basic troubleshooting and preventative maintenance

Computer Technician Boot Camp – A comprehensive IT curriculum incorporating a unique combination of formal instruction and hands-on activities in a real-world working environment