Summary
Overview
Work History
Education
Skills
References
Timeline
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Richard Stewart

Richard Stewart

Duluth,GA

Summary

Personable and dedicated Field Service/Support Technician with extensive experience across several industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

13
13
years of professional experience

Work History

Sr. Field Service Engineer

Norfolk Southern/Stratus Technology
Atlanta, GA
10.2021 - 03.2024
  • Provided technical support for hardware and software troubleshooting, maintenance and repairs of equipment in the field.
  • Performed preventive maintenance on a variety of systems including hardware, software and networking components.
  • Trained customers on proper use of new products or services provided by company.
  • Installed upgrades, patches, new applications and operating systems remotely or onsite when needed.
  • Provided technical guidance to junior field engineers regarding complex system issues.

Deployment Technician/End User Support

Greif Inc/Foxhire
Austell, GA
07.2020 - 10.2021
  • Migrated 1000+ desktops and laptops to Windows 10 at client locations across the U.S and Canada
  • Verified sufficient network connections and checked hardware specifications of user equipment pre-migration
  • Performed backup’s, verified, and transferred large amounts of user data
  • Imaged PC’s, installed specialty software and re-added printers & peripherals
  • Educated users on the new operating system and provided post migration support via phone, Microsoft Teams & Service Now.

Support Analyst

Appetize Technologies
Los Angeles, CA
07.2019 - 07.2020
  • Engaging and troubleshooting tier 1-3 POS application, payment & hardware issues
  • Verifying complex reporting and sales data extracted from the software
  • Providing on-site and remote client on-boarding training and assistance
  • Providing support of various hardware including, Android Elo Terminals, Samsung tablets, IOS devices (Ipad’s & Ipod’s) & Ingenico payment terminals
  • Testing and verifying new software versions and validating bug submissions
  • Managing & prioritizing inbound enterprise client communications through several support channels including Service Now & Jira.

POS Deployment Technician/Team Lead

Insight Global/AAFES
Atlanta, GA
05.2017 - 07.2019
  • Installed IT infrastructure on nationwide deployment project while leading a small group of technicians
  • Performed hardware & software upgrades (Windows 10) and installed new Dell 420 servers at multiple AAFES locations nationwide
  • Upgraded and tested all POS equipment; registers, debit terminals & kitchen displays
  • Installed new hard drives and imaged PC’s onsite
  • 100% Travel to military bases, worked odd hours and independently if needed.

End User Support/Field Technician

Verizon Wireless/Artech Info
Cary, NC
07.2015 - 05.2017
  • Performed general maintenance tasks, troubleshot and repaired computer systems and peripheral equipment throughout the organization
  • Provided tech support for area Verizon Wireless retail stores, was responsible for all point-of-sale equipment utilized in the stores
  • POS support of Hp all in one Pc’s as well as Ipad mini’s and Ipad 2’s
  • Installed, diagnosed, repaired, maintained, and upgraded all hardware and equipment while ensuring optimal workstation performance.

Administrative Support Technician

North Carolina Central University
Durham, NC
01.2015 - 06.2015
  • Installed, configured and maintained the functionality of faculty and staff computer systems
  • Mapped network drives, added network and local printers & downloaded latest drivers for peripherals
  • Provided remote support as well as technical hands-on support
  • Performed a wide range of software installation and upgrades
  • Responded to and quickly resolved trouble tickets entered by users.

Team Lead/Desktop Support

HCL America
Cary, NC
08.2011 - 12.2014
  • Provided corporate and retail technical support for the Ann Taylor/Loft project
  • Help desk IT support for onsite and remote users including troubleshooting printers, applications, and retail point-of-sale equipment
  • Troubleshooting and support for Windows XP/7, MAC OSX and Unix/Linux based operating systems
  • Utilized Active Directory for the creation of or deprovisioning of users, as well as resetting expired or forgotten passwords
  • Installing, configuring and maintaining IT equipment (desktops, laptops, printers and network peripherals)
  • Mobile device support including Android, Apple & Blackberry equipment
  • Diagnosed and provided fixes for hardware and software failures
  • Resolved VPN access issues utilizing remote desktop software.

Education

Bachelor of Science - Business Education /Information Technology -

North Carolina Agricultural & Technical State University
05.2006

Skills

  • Hardware and Software Installation
  • Troubleshooting Network Issues
  • Problem-Solving Aptitude
  • Issue and Resolution Tracking
  • Customer Communication and Empathy
  • Asset Management
  • Data Migration
  • Component Replacement
  • Data Recovery
  • Remote Technical Support
  • Software Deployment
  • Project Management
  • End-User Training
  • Field Testing

References

References available upon request.

Timeline

Sr. Field Service Engineer

Norfolk Southern/Stratus Technology
10.2021 - 03.2024

Deployment Technician/End User Support

Greif Inc/Foxhire
07.2020 - 10.2021

Support Analyst

Appetize Technologies
07.2019 - 07.2020

POS Deployment Technician/Team Lead

Insight Global/AAFES
05.2017 - 07.2019

End User Support/Field Technician

Verizon Wireless/Artech Info
07.2015 - 05.2017

Administrative Support Technician

North Carolina Central University
01.2015 - 06.2015

Team Lead/Desktop Support

HCL America
08.2011 - 12.2014

Bachelor of Science - Business Education /Information Technology -

North Carolina Agricultural & Technical State University

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