Summary
Overview
Work History
Education
Skills
Timeline
Quote
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Neal Moore

Neal Moore

Brigham City,Utah

Summary

To obtain a job within the IT field that will challenge me and allow me to use my skills and past experiences in a way that is mutually beneficial to both myself and my employer and allow for future growth and advancement. 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

23
23
years of professional experience

Work History

Service Desk Analyst

Apex
Layton, UT
01.2024 - Current
  • This position provides Technology installation, administration and support in a health care setting such as supporting PC and printer hardware, operating systems, software applications, and peripherals
  • Seeks to understand and address customer needs and expectations through effective communication and collaboration
  • Works independently and shows initiative in resolving support issues and requests and escalates complex issues to engineering team to ensure timely resolution
  • Coordinates the operational role for low complexity projects and works closely with the Business Technology Leadership
  • Understands Ethernet topology and IP communications
  • Performs miscellaneous job-related duties as requested
  • Required to rotate on-call in a 24X7 support environment.

Jr. Systems Administrator

Terralogic
Ogden, UT
01.2020 - 05.2023
  • Installing and configuring hardware and software components to ensure usability
  • Troubleshooting hardware and software issues
  • Ensuring electrical safety standards are met
  • Repairing or replacing damaged hardware
  • Upgrading the entire system to enable compatible software on all computers
  • Installing and upgrading anti-virus software to ensure security at the user level
  • Performing tests and evaluations on new software and hardware
  • Providing support to users and being the first point of contact for error reporting
  • Establishing good relationships with all departments and colleagues
  • Conducting daily backup operations
  • Managing technical documentation
  • On call rotation
  • Manage all clients' needs with different environments
  • Citrix Cloud based and on prem equipment and VM,s
  • Configurations of servers, firewall's, backups, Nutanix synology and many more systems
  • 0365 and on prem exchange admin
  • Set up and work with domain controllers, active directory and file servers
  • Proficient in IOS and Android based systems for mobile devices.

Supervisor

Teleperformance
Ogden, UT
01.2019 - 01.2020
  • Responsible for direct supervision of 15-25 call center agents
  • Ensured all daily performance metrics were being met or exceeded
  • Examples include Quality Metrics, Service Level Metrics, and Schedule Adherence Metrics
  • The day consists of coaching and educating agents on how to improve their performance Creating an environment focusing on fun and enthusiasm, as well as accountability
  • Took initiative and showed leadership by creating performance improvement plans
  • Administer coaching and disciplinary action when appropriate
  • Handled both internal and client-led performance discussions
  • Performed other related duties and assignments as required and as assigned by supervisor or manager

IT Field Technician

RRD
Logan, UT
01.2018 - 01.2019
  • IT Field Service Tech
  • Handled routine problems without assistance
  • Provided remote support to other facilities across Management Territory as part of the daily role definition
  • Built, installed and maintained endpoints (PCs & MAC) in accordance with IT standards
  • Maintained and problem-solved issues related to installed endpoints Windows & MAC, with routine maintenance as assigned
  • Prioritized problems based on severity, urgency and impact to the business
  • Tracked all outstanding incidents until successful resolution
  • May hand off extremely complex technical problems to higher-level support or other enterprise support teams if required
  • Collaborated with enterprise support teams and outside vendors to resolve problems or issues
  • Work with Microsoft Active Directory
  • SCCM
  • Managed local LAN architecture and components in compliance with enterprise standards
  • Coordinated through change management process to move, install, upgrade, remove and configure site IT assets and supporting infrastructure
  • Assisted with support of wireless networks, servers, network and peripheral devices related to desktop infrastructure, in accordance with department standards
  • Maintained a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
  • Took ownership of issues by carrying out problem analysis to implement appropriate solution, with the aim of restoring service to the customer as soon as possible
  • Escalated incidents to other support teams where necessary
  • Identified potential changes and system improvements to present to management for consideration and implementation
  • Ensured that work is carried out within agreed service levels and in accordance with department guidelines and corporate policies
  • Ensured all interactions (incidents, change tickets, etc) were logged/maintained within RRD ITS toolset
  • Maintained and took ownership of asset recorded inventory throughout the life-cycle of end-points
  • Supported and conducted routine audits of site IT assets and processes to ensure compliance with established company policies and procedures, as well as compliance with Governmental regulations and policies
  • Performed other related duties and participated in special projects as assigned.

Helpdesk IT Manager

MarketStar
Ogden, UT
01.2015 - 01.2017
  • Developed innovative network troubleshooting methods that reduce downtime and lowered repair costs
  • Worked closely with departmental managers to determine the maintenance and growth needs of the network
  • Monitored changing network technology and delivered a technology update to the executive team each quarter
  • Responsible for creating and administering disaster plans that kept the company functional in the event of a crisis
  • Determined the rationale and methods for upgrading company network software programs each time an update was released
  • Provided helpdesk support and resolved problems to the end user's satisfaction
  • Monitored and responded quickly and effectively to requests received through the IT helpdesk
  • Monitored Service Desk for tickets assigned to the queue and processed first-in first-out based on priority
  • Modified configurations, utilities, software default settings, etc
  • For the local workstation
  • Utilized and maintained the helpdesk tracking software
  • Documented internal procedures
  • Assisted with onboarding of new users
  • Ensured each workstation had a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
  • Installed test and configure new workstations, peripheral equipment and software
  • Maintained inventory of all equipment, software and software licenses
  • Reported issues to the Service Desk for escalation
  • Managed PC setup and deployment for new employees using standard hardware, images and software
  • Assigned users and computers to proper groups in Active Directory
  • Performed timely workstation hardware and software upgrades as required

Field Service Specialist

Digis / Beehive, Dish Network
01.2012 - 01.2014
  • Inventory - maintained accurate inventory and equipment for installations, service calls or trouble tickets
  • Conducted site surveys - determined the best positioning for equipment
  • Equipment installation - placed mounts, ONT and receivers while ensuring broadband connectivity
  • Customer education - review order with the customer and tough them the basics to use and enjoy their new service and equipment
  • Verification - ensured the completed order met the customer's needs
  • Maintained company field response vehicle stocked with repair and replacement parts.

Quality Control Manager & Quality Control Inspector

Wal-Mart
Corinne, UT
01.2001 - 01.2011

Education

GED -

Weber State University
Ogden, UT
01.2000

Skills

  • Troubleshooting Microsoft Excel, Word, Office and Power Point
  • Data processing
  • Active Directory
  • Anti-Virus
  • Remote Desktop
  • Virtual Environments
  • Imaging
  • Group Policies
  • Domain Administration
  • Asset Management
  • Email Support
  • VPN Security
  • Customer Support
  • Windows
  • OSX
  • Mobile Applications
  • Network Support
  • Operating Systems
  • TCP/IP
  • Network Monitoring
  • Computer Networking
  • Microsoft Windows Server
  • DNS
  • LAN
  • WAN
  • DHCP
  • Microsoft Exchange
  • Technical Support
  • Troubleshooting
  • System Administration
  • VoIP
  • Help Desk
  • PowerShell
  • VMWare
  • Load Balancing
  • Authentication
  • Disaster Recovery
  • Azure
  • Citrix
  • Network Firewalls
  • Network Engineering
  • Microsoft Authenticator
  • Intune

Timeline

Service Desk Analyst

Apex
01.2024 - Current

Jr. Systems Administrator

Terralogic
01.2020 - 05.2023

Supervisor

Teleperformance
01.2019 - 01.2020

IT Field Technician

RRD
01.2018 - 01.2019

Helpdesk IT Manager

MarketStar
01.2015 - 01.2017

Field Service Specialist

Digis / Beehive, Dish Network
01.2012 - 01.2014

Quality Control Manager & Quality Control Inspector

Wal-Mart
01.2001 - 01.2011

GED -

Weber State University

Quote

Every problem is a gift—without problems we would not grow.
Tony Robbins

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