Felix Moten

• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Provided customer service and second level technical resolution / fulfillment for hardware & software related incidents and service requests
• Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Troubleshot potential problems and eliminated before issues escalated or cascaded.
• Documented support interactions for future reference.

• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
• Configured hardware, devices and software to set up work stations for employees.
• Coordinated with systems partners to finalize designs and confirm requirements.
• Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
• Assisted users with OS and IOS operating system based devices including all Mac Pro, IMAC, Beats by Dre, and Mac mini models. Also supported IOS devices such as IPADS, IPODS, and all IPHONE models.

• Configured hardware, devices and software to set up work stations for employees.
• Patiently walked individuals through basic troubleshooting tasks.
• Documented and updated known fixes in knowledge base for future reference.
• Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
• 98.6% of Tickets were resolved remotely
• 81.4% of Tickets received first call resolutions

• Provided instruction to students in CIS program. (Average class of 20 students)
• Demonstrated use of appropriate teaching techniques, testing, and grading procedures
• Demonstrated knowledge of current procedures in Computer Information Systems field
• Followed approved course syllabus
• Monitored students' use of supplies, materials, and equipment.

• Responsible for global IT infrastructure of corporate headquarters, colocation, and 5 remote offices
• Provided leadership and direction for 6 administrators at remote locations domestically and internationally
• Advanced knowledge and understanding of technology trends and technology performance management and business integration.
• Led enterprise-wide disaster recovery project and network architecture re-evaluation
• Designed, configured and installed wireless network at remote offices
• Senior business liaison between the Department of Technology and business stakeholders to identify needs and develop solutions to optimize software, tools, and platforms.
  
• Assisted with lowered incoming email spam with Proof point implementation.
• Assisted users with OS and IOS operating system based devices including all Mac Pro, IMAC, Beats by Dre, and Mac mini models. Also supported IOS devices such as IPADS, IPODS, and all IPHONE models.
  
• Setup Dual authentication on critical servers with DUO software
  
• Defined, documented and published all IT policies, procedures and standards
• Manages information technology and computer systems
  
• Anticipates and eliminates communications barriers that may impact technology service delivery or performance.
  
• Manages IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance
  
• Designs, develops, implements and coordinates systems, policies and procedures
  
• Ensures security of data, network access and backup systems
  
• Acts in alignment with user needs and system functionality to contribute to organizational policy
  
• Identifies problematic areas and implement strategic solutions in time
  
• Audits systems and assess their outcomes
  
• Collaborates with enterprise architects, solutions architects, business, and IT service owners to ensure that the solutions are adhering to enterprise technology standards and best practices.

• Collected information to analyze and evaluate existing or proposed systems.
• Researched, planned, installed, configured, troubleshot, maintained and upgraded operating systems
• Researched, planned, installed, configured, troubleshot, maintained and upgraded hardware and software interfaces with operating system.
• Configured and installed VoIP phones
• Analyze and evaluate present or proposed business procedures or problems to define data processing needs.
• Researched and recommended hardware and software development, purchase, and use. Installed, configured, and upgraded desktop hardware and peripherals to include; network cards, printers, modems, mice and add-in boards
• Worked as team member with other technical staff, such as networking to ensure connectivity and compatibility between systems.
• Maintained confidentiality with regard to information being processed, stored or accessed by network
• Processed weekly average of 75 inbound and outbound technical support calls.
• Researched issues on various computer systems and databases to resolve complaints and answer inquiries
• Responsibilities included but were not limited to:
• Remote/On-Site Desktop Administration & Support (3 locations:
• Angola IN, Tallapoosa GA, Atlanta GA, Monterrey, MX)

- Serviced in-person, by Phone or Skype For Business

- Server Administration & Support

- Server room with 10 servers, APC Battery Backup and Halon Fire

Suppression System

• Managed support via ticketing system (Auto Task)
• Develop and Maintain Backup Procedures for local servers
• Configure and Install VoIP Phones
• Confer with other IT Staff located at other facilities
• Support Active Directory, DHCP, DNS, Windows Domain
• Infrastructure, FTP
• Windows Server 2003, 2008, 2008R2, 2012
• Basic SQL Maintenance
• Access to Confidential Information (Highly Regarded)
• Citrix Application Support
• Develop and Maintain Physical Network Topology

• Teaches material from approved curriculum and develops daily lesson plans to include instructional aids.
• Average class size of 20 students
• Participates in school retention initiatives by providing regular, accurate, and timely feedback to students and school concerning academics, behavior, attendance, etc
• Motivates students to actively participate in all aspects of educational process.
• Completes professional development and in-service activities in accordance with college standards
• Maintains expertise in subject area and recommends improvements in curriculum design.
• Instructs students in laboratory safety procedures if applicable
• Performs duties in Learning Resource Center as assigned.
• When possible, participates in core course academic support programs, certification programs, and student professional associations