Summary
Overview
Work History
Education
Skills
Training
Timeline
Generic

Tony Myers

Fort Worth,Texas

Summary

Motivated to perform at peak levels and meet company goals. Analytical and effective at technical support and reporting. Computer specialist with technical and troubleshooting repair expertise. Team player who is reliable and adaptable to dynamic environments.

Overview

19
19
years of professional experience

Work History

Sr Technician Field IT

Freeman
07.2022 - Current
  • Improved equipment efficiency by performing regular maintenance and calibration of complex machinery.
  • Mentored junior technicians, providing guidance on best practices to enhance their skills and knowledge base.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Provided exceptional customer support, resolving technical issues quickly and efficiently.
  • Exceeded customer expectations during field service visits by demonstrating professionalism, technical expertise, and excellent communication skills.
  • Monitored spare parts inventory and addressed shortages with purchasing personnel.
  • Conducted tests of components and systems to evaluate performance and identify concerns.
  • Managed inventory control, ensuring accurate tracking of parts and supplies for seamless operations.
  • Tested components and systems to evaluate performance and identify concerns.
  • Optimized processes by identifying areas for improvement and implementing innovative solutions.
  • Demonstrated to customers proper methods for operating equipment after it had been installed.
  • Researched and implemented new technologies and equipment.
  • Setup network/cradlepoint, network printers, monitors, laptops, at showsite events
  • Executive IT support
  • Shipping / receiving bulk IT equipment orders
  • On call Tier 2 / showsite support
  • IT Depot management
  • Coordinating with users and former employees with returning company equipment.
  • UPS Worldship for shipping/receiving
  • Managing equipment request such as advanced exchanges & equipment refresh.
  • Office relocation needs
  • Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.

IT Generalist

University of Saint Augustine
05.2019 - 07.2022
  • Performed in-person, remote/phone, and email technical support to all administration, faculty, and students at the Irving campus
  • 5 campus nationwide with over 50,000 end users
  • Responsible for urgent technical escalations and providing top notch customer service to every request
  • High level of customer service skills used to de-escalate frustrated /staff/students
  • Installed software, modified and repaired hardware and resolved technical issues
  • Modified computer systems using Active Directory, adding/removing groups, security, adjusting attributes
  • Implemented classroom technologies such as podiums, PCs, laptops, Crestron devices
  • Modified classroom technology with AV team to implement and test new technologies for students/staff
  • Deployment of new laptops and desktops to customers
  • Migrating users to OneDrive
  • Patch and deployment projects regarding Windows based operating systems
  • Update/tracking of IT inventory
  • Supporting students with Blackboard, library resources, alumni students
  • Create new remote mailboxes for new employees/students via Exchange
  • Onboarding/offboarding of employees
  • Create/configure Ring Central accounts for meetings
  • Create/configure Ring Central phone number via Ring Central Admin
  • Granting licenses via O365 for students/staff members
  • Daily use of ZenDesk ticketing system
  • Producing standard operating procedures (SOP)
  • Produced policies for the University
  • Modifying/updating profiles via Jenzabar
  • Running reports via Kaseya
  • Remote tool via Kaseya
  • Assisted with building procedures via Kaseya
  • Password resets for Blackboard, email, Windows, Dayforce
  • Adjusting AD profiles for access to Blackboard, O365, Dayforce, etc
  • Virtual Kiosk support for students for immediate assistance.

Desktop Support Technician

FedEx Supply Chain
07.2014 - 05.2019
  • Worked with team of 3 technicians supporting over 1,500 end users
  • Tasked with providing quality customer service and 100% satisfaction on each and every technical request
  • Awarded Bravo Zulu in recognition of outstanding performance for customer service / effort
  • Installed software, modified and repaired hardware and resolved technical issues
  • Modified company WDS server with updated images using Windows Server 2012
  • Modified, installed, and configured Avaya phone systems
  • Modified computer systems using Active Directory
  • Adding, reserving, & leasing IP addresses using DHCP
  • Configuring VLANS
  • Implemented Zebra label printers as well an assortment of other printers
  • Deployment of new laptops and desktops to customers
  • Deployment of new printers to customers
  • Configuring and deployment of RF devices
  • Tutorials and usage for Microsoft Office 97/2007/2010/2013/2015, Office 365
  • Identified areas of operation that need upgraded software, voicemail, and telephone equipment
  • Updating systems to Windows 7, 8, and 10
  • Maintained and implemented of company programs such as SBClient, JDA and WMS
  • Gained experience and knowledge of Java software
  • Programmed and troubleshot devices following installation
  • Recommended system-level hardware and software installations
  • Identified and corrected performance issues
  • Collaborated with other offices and territories to plan and implement new technology
  • Entered commands and observed system function to verify correct operations and detect errors
  • Ensured proper installation of cables, operating systems and software
  • Demonstrated professionalism and courtesy with customers at all times
  • Coordinate and perform Data Migration for Re-images from user's old asset to their new laptop or PC
  • Rebuilding corrupt or failed Windows profiles and Outlook profiles
  • Receive and return emails and phone calls from users regarding the repair or return of an asset
  • Coordinate and perform Network Cabinet maintenance
  • Coordinate and perform VLAN configurations on switches using Telnet and SSH
  • Adding printers to the print server
  • Updating IT inventory and coordinate repair of printers, RF Guns and Wedge Scanners
  • Configuring RF Guns (Motorola 3090, 3190)
  • Using Track-it and Service-now to receive, perform and complete Change Requests.

Advanced Technical Support

Sprint 800-697-6000
04.2013 - 04.2014
  • Installed software, modified and repaired hardware and resolved technical issues
  • Provided base level IT support to non-technical personnel within the business
  • Resolved customer issues in a clear, courteous and straightforward manner
  • Demonstrated professionalism and courtesy with customers at all times
  • Identified and solved technical issues with a variety of diagnostic tools
  • Resolved problems with malfunctioning products
  • Followed up with clients to ensure optimal customer satisfaction
  • Activated accounts for clients interested in new services.
  • Handled approximately 30 incoming calls on a daily basis

Technical Support Specialist

Alorica 918-437-2543
03.2009 - 03.2013
  • Installed software, modified and repaired hardware and resolved technical issues
  • Provided base level IT support to non-technical personnel within the business
  • Followed up with clients to ensure optimal customer satisfaction
  • Conducted research to address customer concerns
  • Answered 50 incoming calls from residential and small business customers
  • Trained and supervised agents to maintain specialized lines of business contracts
  • Updated and resolved internal contract issues
  • Performed 50 + outbound calls daily
  • Performance review for employees.

Computer Lab Specialist

Tulsa Community College 918-595-7000
01.2006 - 02.2008
  • Followed a routine maintenance checklist
  • Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues
  • Ordered necessary supplies and parts to repair malfunctioning hardware
  • Set up equipment for 25 + employees, including installing cables and hardware
  • Installed software and operating systems on company computers.

Education

High School Diploma - Computers and Film

Kellyville High School
Kellyville, OK
01.2004

Tulsa Community College
Tulsa, OK

Skills

  • Customer service driven
  • Cell phone familiarity
  • Network connectivity knowledge
  • AirWatch
  • Active Directory
  • Avaya Phone System
  • Dameware
  • Adobe
  • Cisco WebEx
  • Putty
  • Service-now
  • Skype for Business
  • Microsoft Office 97/2007/2010/2013/2016
  • ATLAS Asset Inventory Management Software
  • Microsoft Office
  • Hardware installation
  • OEM warranty procedures familiarity
  • Ring Central
  • ZenDesk
  • ExacqVision
  • School Messenger
  • InformaCast
  • AdAstra
  • Kaltura
  • Blackboard
  • Dayforce
  • Windows & MAC operating systems
  • Workstation upgrades
  • Workstation backups
  • Customer rapport
  • Apple OS
  • Cisco Switches
  • DHCP
  • Microsoft Lync
  • Windows XP Pro/Vista/7 Pro/10 Pro/10 Enterprise
  • Cisco VPN
  • Dell KACE
  • JDA
  • Track-it
  • Red Prairie
  • McAfee Antivirus & McAfee Agent
  • Kaseya
  • Zoom
  • O365
  • Jenzabar
  • EntraPass Web
  • AssetPanda
  • SharePoint
  • EFI
  • Respondus
  • OneDrive

Training

Customer Service for Technical Support

Timeline

Sr Technician Field IT

Freeman
07.2022 - Current

IT Generalist

University of Saint Augustine
05.2019 - 07.2022

Desktop Support Technician

FedEx Supply Chain
07.2014 - 05.2019

Advanced Technical Support

Sprint 800-697-6000
04.2013 - 04.2014

Technical Support Specialist

Alorica 918-437-2543
03.2009 - 03.2013

Computer Lab Specialist

Tulsa Community College 918-595-7000
01.2006 - 02.2008

High School Diploma - Computers and Film

Kellyville High School

Tulsa Community College

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