Monte Outlaw
Newport News,VA
Summary
Highly motivated and experienced Technical/Customer service professional with a proactive approach to problem-solving a dynamic and logical personality. Strong interpersonal skills with the ability to interface with individuals of all levels and possess an entrepreneur spirit/ Commitment to excellence is demonstrated through professional achievements. Strengths include Technical Aptitude, Resourceful, Problem Resolution, Client Relations, Goal Oriented and Computer Training/Software. Team Project Leader, responsible for implementation and replacement of over 500 New Workstations, over the course of 3 years including the Networking and testing of Verizon Hardware and Software platforms. Set up and installed Audio/Video equipment for teleconferencing which included audio /speakerphone, Proxima DP 9610 analog, In-focus digital in 24 and Dell digital projector 4210X. Video Conferencing and Training Verizon Contractors.
Overview
20
20
years of professional experience
Work History
Desktop Support Technician
Unisys Corporation
01.2019 - Current
- Collaborated with 2nd tier business partners and internal stakeholders to optimize the scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Deployed Dell and Lenovo devices across multiple facilities, connecting hardware to central network hubs for multi-site interconnectivity.
- Enhanced helpdesk ticketing system, ServiceNow resulting in a 75% reduction in support call turnaround time.
- Configured and tested new software Oracle and Hardware Dell & Lenovo
- Purchased, setup, and installed new computers.
- Learned and implemented new software testing procedures.
- Obtained and evaluated information about new systems, peripherals, and software technology.
- Worked with various systems, software, and peripherals, and various types of games.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
Independent Contractor Owner
Jupiter Technology (Storefront)
01.2012 - 01.2019
- Depot Data Retrieval, Break-fix Repair, Electronic Repair and Diagnostic
- Created Network and Server install for Peninsula Cemetery, National wholesalers, and Paul Davis Restoration
- Installed and configured Windows 7, 8, 8.1, 10
- Windows Server 2003, 2008 and 2012
- Contractor for National Companies Pitney Bowes, HP, Lexmark, and Wells Fargo, Amazon
- Apple Hardware Repair, MacBook Pro, IMAC, iPad and iPhone
- Repair
- Troubleshooting and Virus Removal, Software Upgrade
- Field Repair, onsite calls
- Desktop Support
Independent Contractor Technician
Jupiter Computer (Shipyard)
01.2011 - 01.2012
- Verify the required number of migration workstations for contractor ESI
- Worked as Desktop install tech in Newport News Shipyards
- Installed AS400 software and configured application for updates for contractor Techni source
- Install the Common Migration Tool on migration PCs and configure parameters accordingly
- Carry out server-to-server test Migrations with sample PST files to test and verify that Exchange and servers can be accessed
- Conduct a technical review of the migration process and tool, analyze results and rectify problems still occurring
- Create reusable/adaptable Norton Ghost Console to easily set up further migration PCs
- Perform rolling migration of group mailboxes/shared folders and shared resources
- Analyze migration issues and continue on technical issue resolution
Network Specialist II
RYLA Teleservices (Verizon)
01.2010 - 01.2011
- Technical specialist who supported multiple servers and other systems on a network for multiple departments
- Installs, configures, and updates operating system, application, and communication networked file servers to work on personal computer workstations
- Configured operating system, application, and communication software to allow printing to local and network printers
- Installed, configures, and upgrades networked servers, workstations, and peripherals
- Developed login and sets user and group access rights that consistently allow access to software stores on network file servers
- Identified, developed, and updated regular training and documentation as well as individual technical support for support personnel in departments and divisions to assist in their continued access to the network
- Developed accurate, reliable solutions to a variety of problems that may arise on network file servers, and on multi-user systems works with software and hardware vendors as a primary contact for support and warranty service
- Followed established procedures for protecting the integrity and security of the systems and information stores on or transmitted through them; ensures that copy and privacy rights are protected and that contractual obligations are met
- Performs other related duties as assigned
Network Specialist II
Coleman and Associates (Verizon)
01.2005 - 01.2010
- Meets with offsite Verizon Network Manager
- Insures uninterrupted Operations and system integrity with specific focus on desktop support in a 2000, XP environment
- Maintenance of applications of application tables for 50,000 record database; end user support, and SMS administration
- Desktop hardware and software installs/upgrades
- Assessed and planned system documentation for local hardware and software systems
- This includes user guides and administrative features for all locally developed and supported applications
- Facility change out / reassignments, Desktop updates/relocation
- Repairing and programming all changes to and modifications to computer network and telephone systems and peripheral equipment to include power equipment, wiring, cable wiring and call coaching recording systems
- Strong oral and written communication skills allow interface to meet and provide solutions to Verizon and Coleman personnel
- Receiving, prioritizing and responding to service calls that include updating service database and providing reports as required
- Experience with Telequent and Lucent telephony systems, and general telephony systems
- Routers, Switches, and Peripheral Telecommunications equipment
- Assisted with maintenance of VOIP, T1, Wan and a variety of Verizon systems
- Ability to effectively troubleshoot equipment/system faults and malfunctions
Education
Paralegal Studies -
Luzerne Community College
Nanticoke, PA01.1992
Skills
- Windows Server 2012 & 2019
- Active Directory 2003, 2008, 2012, 2019
- Linksys, D-link Wireless Routers
- Cisco Catalyst 5500 Server Blades
- Lucent Technologies Telephony
- ISDN Technologies
- Avaya Phone IP Technology
- Windows 10, 11
- Windows Office 2000, 2003, 2007, 2010, 2013
- Lotus Notes & Same time 50, 65, 70
- Troubleshooting & diagnostics
- System configuration
- Software installation
- Desktop workstation repair Dell and Lenovo
- Desktop diagnostics
- Application support, Oracle, Adabahn, and Office 365
- Advanced Troubleshooting
Timeline
Desktop Support Technician
Unisys Corporation
01.2019 - Current
Independent Contractor Owner
Jupiter Technology (Storefront)
01.2012 - 01.2019
Independent Contractor Technician
Jupiter Computer (Shipyard)
01.2011 - 01.2012
Network Specialist II
RYLA Teleservices (Verizon)
01.2010 - 01.2011
Network Specialist II
Coleman and Associates (Verizon)
01.2005 - 01.2010
Paralegal Studies -
Luzerne Community College
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