Leroy Smith
Kenosha,WI
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Tier 2 Customer Support
22nd Century Technologies
09.2020 - Current
- Deployed 700+ Devices For Electronic Health Record (EHR) integration.
- Enure Defense Medical Logistics Standard Support (DMLSS) system backups are compelled daily
- Managed a secure healthcare data repository for the Department of Defense and Veterans Affairs (DoD/VA), ensuring efficient access to patient medical images and records (e.g., X-rays, prescriptions, etc.) for authorized personnel.
- Assist installation and maintenance of PC hardware/software, network equipment, telephones, video cameras, printers, and cabling.
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Consistently met performance metrics with effective problem-solving tactics, resulting in positive reviews from customers.
Systems Specialist
LEIDOS
04.2018 - 09.2020
- Provided Phone and in-person Technical Assistance on a Daily Basis
- Improved network efficiency by optimizing system configurations and implementing necessary updates.
IT Inventory
Pilsen Wellness Center
07.2016 - 04.2018
- Provide level 1 technical support and incident management service desk functions
- Maintained accurate and up-to-date IT asset records within a computerized inventory system.
- Tracking hardware, software, and peripherals (e.g., laptops, desktops, monitors, software licenses).
Tech I, Tech Support
Comcast Business
01.2014 - 01.2015
- Applied corrective action to accurately resolve customer order issues, ensuring customers' service commitments are met.
Technology Coordinator
Chicago Public Schools
01.2006 - 01.2010
- Leadership in Technical knowledge in the fields of computer science, computer education, and the broad range of technologies used in multimedia environments.
Education
Master of Arts - Media Communications
Governors State University
Park Forest, IL06.2010
Skills
- Windows XP/7/10
- Mac OSX
- Ahta/CHCS
- Installation/Configuration
- Troubleshooting and Repair
- End User Training
- Printers
- Scanners
- Active Directory
- Remote Desktop Connection
- VoIP
- Mobile Device Deployment
- Microsoft Office
- Citrix Receiver
- Account Creation
- ServiceNow
Certification
- Security+
- A+
- MCP
- ITIL
- Servicenow
Timeline
Tier 2 Customer Support
22nd Century Technologies
09.2020 - Current
Systems Specialist
LEIDOS
04.2018 - 09.2020
IT Inventory
Pilsen Wellness Center
07.2016 - 04.2018
Tech I, Tech Support
Comcast Business
01.2014 - 01.2015
Technology Coordinator
Chicago Public Schools
01.2006 - 01.2010
Master of Arts - Media Communications
Governors State University