RAY MILLER
Parkville,MD
Summary
Knowledgeable computer technician with background in troubleshooting and resolving complex technical issues. Demonstrated proficiency in diagnosing software and hardware problems, leading to improved system performance. Proven ability to collaborate with cross-functional teams and provide exceptional user support.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Tier 2 Support Technician
Food And Drug Administration
8301 Muirkirk Road, Laurel MD
07.2022 - Current
- Single handedly ran support for multiple buildings at once.
- Reduced response times by implementing efficient ticketing system management techniques.
- Documented incident reports, ensuring accurate record-keeping for future reference and analysis.
- Collaborated with cross-functional teams to identify, diagnose, and resolve software and hardware problems.
- Prioritized workload effectively, ensuring prompt response times even during periods of high call volume.
Operations Supervisor
International Gaming Technology
Baltimore, MD
10.2020 - 03.2022
- Responsible for staff of 8 employees
- Trained all new employees throughout different shifts day and night
- Scheduled and reviewed time sheets for all employees
- Performed department payroll
- Reviewed all tickets in ServicePRO for errors
- Troubleshoot onsite and office escalated issues
- Scheduled preventive maintenance for all onsite server, fire, and generators
- Migrated from legacy to upgraded NTSE BL9 equipment
- Reviewed all current and new SOP's to ensure alignment with regulations
- Mediated work place conflicts between employees
- Provided weekly operations status reporting to Senior Leadership Team
- Handled all department operator escalations
- Full Time – 40hrs/wk
Senior Computer Operator
Gantech/ International Gaming Technology
Baltimore, MD
10.2013 - 10.2020
- Oversaw and provided training for nightshift staff with minimal oversight
- Provided financial information reporting to the Maryland State Lottery
- Troubleshoot issues with onsite hardware and provided equipment support for 6 casinos
- Generated daily reporting for various machines covering status and error updates
- Monitored central system and servers
- Ensured prompt escalation of emergency issues using incident tracking via various ticketing systems
- Performed continuous security checks for multiple data access types, such as user logins and file permissions
- Served as main point of contact for technical support for casino technicians and support for all supervised personnel
Senior AFATDS Operator
United States Army
Fort Stewart, GA
02.2006 - 04.2012
- Trained soldiers on best practices for the AFATDS computer system
- Managed 8 soldiers at similar rank and below to alleviate pressure from higher ranking soldiers
- Maintained computer operated system that communicated a target location to multiple vehicles across the state/War zone
- Oversaw weekly preventive maintenance on vehicles and equipment to maintain excellent quality
- Ordered equipment and supplies to perform operations
- Provided daily status updates to Superiors
- Provided base security for a whole military outpost in Iraq to maintain the safety of 1000+ soldiers
Education
Associate of Science - Computer Science
ITT Technical Institute
Owings MillsSkills
- Remote support
- Software installation
- Security protocols
- Application support
- Incident management
- Mobile device support
- Performance optimization
- Active listening
- Verbal and written communication
- Desktop support
- Ticket management
- Product troubleshooting
Certification
Microsoft office specialist certification
Public trust clearance
Timeline
Tier 2 Support Technician
Food And Drug Administration
07.2022 - Current
Operations Supervisor
International Gaming Technology
10.2020 - 03.2022
Senior Computer Operator
Gantech/ International Gaming Technology
10.2013 - 10.2020
Senior AFATDS Operator
United States Army
02.2006 - 04.2012
Associate of Science - Computer Science
ITT Technical Institute