Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gregory Poe

Four Oaks,NC

Summary

Dedicated IT Support Specialist II with over 20 years of experience in technical support, IT policy implementation, and customer service excellence. Proven track record of resolving complex technical issues and enhancing operational efficiency. Seeking to leverage expertise in a dynamic environment to drive organizational success.

Overview

23
23
years of professional experience

Work History

IT Technical Support Specialist

Omicron Media
03.2007 - 04.2025
  • Successfully managed a daily average of 30+ support tickets, prioritizing urgent technical issues to achieve and maintain a 95%+ customer satisfaction rating, ensuring prompt resolution of customer concerns.
  • Developed, implemented, and enforced comprehensive IT and company security policies to ensure regulatory compliance, resulting in a 25% reduction in security incidents and enhanced organizational security posture.
  • Streamlined and optimized hardware and software purchasing processes through strategic sourcing and vendor management, achieving a 15% cost reduction while ensuring timely delivery and meeting organizational needs.
  • Enhanced onboarding and off-boarding processes by efficiently managing logistics, setting up and shipping Mac laptops, and improving new employee setup time by 2 days, thereby accelerating productivity and reducing downtime.
  • Identified opportunities for system improvements and implemented process enhancements that increased operational efficiency by 20%, resulting in improved productivity, reduced errors, and enhanced overall performance.

Senior Computer Technician

Computer Renaissance
Phoenix, Arizona
02.2004 - 03.2007
  • Provided technical support and deployed 12 new systems and 24 software updates, ensuring seamless integration and minimal downtime.
  • Created comprehensive user guides and troubleshooting documentation, improving team efficiency and reducing repeat issues by 30%.
  • Built custom computer machines tailored to customer specifications, enhancing customer satisfaction and loyalty.

Computer Technician

Wize Computers
Phoenix, AZ
01.2002 - 02.2004
  • Upgraded computers with new hardware components like processors, RAMs.
  • Assessed customer needs and provided advice on appropriate products or services.
  • Installed, configured and maintained computer hardware, software systems, networks and peripherals.
  • Performed basic network troubleshooting and maintenance activities.

Education

Computer Science -

Johnston Community College
Smithfield, NC
06-2026

Linux Administration -

Estrella Mountain Community College
Avondale, AZ
01.2015

Skills

  • Technical troubleshooting (desktop, network, cloud)
  • Cloud SaaS administration (Google Workspace, MS365)
  • Incident management (ServiceNow, JIRA)
  • MDM platform management (Jamf)
  • Employee onboarding and offboarding
  • Security protocols and compliance (HIPAA, SOC)
  • Networking and VPN solutions

Timeline

IT Technical Support Specialist

Omicron Media
03.2007 - 04.2025

Senior Computer Technician

Computer Renaissance
02.2004 - 03.2007

Computer Technician

Wize Computers
01.2002 - 02.2004

Computer Science -

Johnston Community College

Linux Administration -

Estrella Mountain Community College

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