- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Developing software, websites, and apps in various programming languages
- App Development
- Music
- Personal Development and Self-Improvement
- I like working with my hands and fixing things
Tallon Pierce
Daphne
Summary
Experienced team leader, familiar with establishing networks for secure data and voice communications. Have been awarded for providing support in said networks. Investigative by nature, enjoy locating the cause of a problem. I am able to assist with hardware repairs.
Goals: Further my knowledge in Network Engineering and Cyber Security. Increase my leadership skills to take charge of more projects and to ensure satisfaction with results.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Tailored Services Specialist
Airbus Americas
07.2023 - Current
- Maintained high customer satisfaction standards to meet or exceed targets.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
- Researched product's technical specifications and accurately communicated information.
- Continually expanded knowledge of various industrial products and services utilized across the entire North American footprint of Airbus Americas.
- Trained and provided coaching to end user support team to facilitate quick resolutions regarding issues with newly implemented solutions.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
End User Support Team Lead
Tech Mahindra
12.2022 - 07.2023
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ServiceNOW ticketing system to track customer requests and prioritize urgent needs.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Managed team of 10 technical professionals.
- Tested new software and hardware prior to deployment.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Patched software and installed new versions to eliminate security problems and protect data.
- Generated reports to track performance and analyze trends.
Network Administrator
Discover Financial Services
10.2020 - 11.2022
- Worked on and helped manage projects such as mass imaging and deploying of equipment to a large percentage of the workforce to facilitate the shift to work from home due to COVID
- Assisted with inventory management while Asset Coordinator position remained unfilled
- This includes receiving new equipment as well as processing equipment returned by users
- Used SCCM to manage software/devices as well as deploy software packages
- Utilized ServiceNow for ticketing and reporting
- Assisted with tracking and resolving major incidents and problems
- Provided deskside assistance to call center users which allowed them to continue working with customers in a timely manner
- Provided specialized application support to mortgage officers utilizing Mortage Processing Express
- Assisted with the implementation of the ServiceNow ticketing and reporting system
- Walked colleagues through how to set it up and use it for the first time
- Assisted mortgage officers with basic assistance with Windows 7/10 troubleshooting issues in order to keep them running in a very time sensitive environment
- Assisted with Active Directory management for 1000+ users and computers
- This included creating new objects and managing groups of existing objects
- Supported and maintained a Sophos security server
- Ensured compliance at both server and client levels
- Assisted with project to absorb IT infrasturcture of another smaller company into our own
- This involved creating and dispensing multiple Windows 7 images for a variety of devices
- Assisted with managing a Citrix VM environment
- Registering VMs, managing upgrades, and troubleshooting various user level issues within the environment
- Managed an Exchange server as well as assisted with managing Windows and Office licensing
- Assisted in the Final Assembly Line project
- This entailed setting up end user equipment for 1500+ users at a brand new assembly line facility
- Used Wireshark to help monitor network performance while setting up new local network at new Final Assembly Line
- Managed VoIP profiles and devices via CISCO Unified Call Manager
- Used PDQ Inventory and PDQ Deploy to manage software/devices and to deploy software and images
- Managed the receiving and distribution of inventory
- Peripherals, laptops, desktops, printers, etc
Technical Consultant
JPMorgan Chase & Co.
09.2018 - 01.2020
- Developed technical requirement documentation for new software products.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Provided technical and application support to mortgage officers often in real time while they were assisting customers.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Manged incidents and reporting via the ServiceNOW ticketing system.
Network Administrator
Cooper/T. Smith
03.2017 - 12.2017
- Identified and immediately resolved issues with network devices.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Assisted IT staff on troubleshooting issues and closing calls.
- Consulted with management to determine scope and priorities of projects and to discuss system capacity and equipment acquisitions.
- Backed up company data to distributed storage centers to avoid massive data loss.
- Verified continuity of computer and telephone system services for users..
- Maintained applications to keep software current with necessary software updates and upgrades.
- Managed computer operation scheduling, backup, storage and retrieval functions.
- Managed data backups and disaster recovery operations to comply with business continuity initiatives.
- Diagnosed and resolved hardware and software issues.
- Planned and implemented upgrades to system hardware and software.
Windows NT Support
CSC (Airbus)
02.2015 - 03.2017
- Managed IT hardware inventory, (PCs, peripherals, printers, etc.)
- Managed PC imaging and deployment.
- Created user accounts and managed access via Active Directory.
- Attended meetings to deliver status reports to key stakeholders.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Provided technical end user support remotely via phone/chat, and in person.
- Performed software installations and upgrades to UNIX or Windows operating systems.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Created an managed profiles within the Cisco Unified Call Manager for 1000+ users.
Information Technology Specialist (25B)
United States Army
02.2009 - 09.2014
- Managed a 5 man team responsible for providing Unsecured, Secret, and Top Secret data and VoIP communications via satelite for a Brigade Command Post
- This allowed a brigade which was training to deploy to the Middle East, to maintain critical secured communications with the unit they were replacing in Kuwait
- Monitored network performance via Wireshark
- Assisted with the testing of new communication technologies in which the Army showed interest
Education
GED -
Daphne High School
Daphne, AL01.2007
Skills
- Network Administration
- System Administration
- Windows 10/11
- Linux
- Windows Powershell
- Hardware Repair
- ServiceNOW Administration
- Workflow management
- Excellent communication
- Google Workspace/Microsoft Office
- Technical support
- Multitasking and organization
Accomplishments
- Resolved product issue through consumer testing.
- Increased network security by eliminating shared domain accounts within the environment.
- Collaborated with various members of other departments within IT to test and implement various industrial solutions across the Airbus NA environment.
- Led a team of 5 to provide Secret level communication via phone/internet to a Brigade Command while in the US Army.
Certification
CompTIA Security+, Expired
Goals
- Further my knowledge in Network Engineering and Network Security.
- Increase my leadership skills to take charge of more projects and to ensure satisfaction with results.
Interests
Timeline
Tailored Services Specialist
Airbus Americas
07.2023 - Current
End User Support Team Lead
Tech Mahindra
12.2022 - 07.2023
Network Administrator
Discover Financial Services
10.2020 - 11.2022
Technical Consultant
JPMorgan Chase & Co.
09.2018 - 01.2020
Network Administrator
Cooper/T. Smith
03.2017 - 12.2017
Windows NT Support
CSC (Airbus)
02.2015 - 03.2017
Information Technology Specialist (25B)
United States Army
02.2009 - 09.2014
GED -
Daphne High School
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