Summary
Overview
Work History
Education
Skills
Project Management Experience
Timeline
Generic

TRAVIS REED

YUKON,OK

Summary

Results-driven and highly skilled IT Specialist with a strong background in technical troubleshooting and hardware/software configuration. Accomplished in efficiently handling support tickets using Service Now and delivering excellent customer support. Proficient in managing and supporting Windows server environments, Active Directory, and VOIP phones. Adept at identifying and resolving complex technical issues, applying a wide range of computer requirements and techniques. Demonstrated expertise in project planning and coordination, collaborating with cross-functional teams to achieve successful outcomes. Seeking a challenging role to leverage my skills and experience in an organization that fosters innovation and provides opportunities for career advancement.

Overview

17
17
years of professional experience

Work History

PC Support Technician

OMES
12.2021 - Current

PC SUPPORT, OMES

• Working and assigning tickets in Service Now

• Use troubleshooting techniques and tools to identify root cause of complex technical scenarios.

• Work closely with outside and inside advanced groups such as vendors, server, and security teams for resolution for software and hardware issues.

• Install, configure, and troubleshoot devices such as laptops, 2in1’s, tablets, printers, etc.

• Install, configure, and troubleshoot IOS and Android mobile Devices

• Working knowledge of Microsoft Windows serves, Active Directory, networking, VIOP phones, print servers, and printers

• Serve at the escalation point for technical and customer related issues.

• Applying patches and fixes to end user devices

• Conduct research, stay current and up to date on new OS software and PC and Printer hardware.

• Assisted on special deployment projects with different agencies which included helping with pilot phases and deploying laptops agency wide.

  • Performed installation, maintenance and repair for complex internal computer hardware and various software applications
  • Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff

ADVANCED TECHNIAL

ATS
12.2019 - 12.2021
  • SUPPORT)/ BEP (BACK-END PROCESSING), DELL/EMC , DELL/EMC
  • Provided top tier (3rd tier) support to Dell laptop, all in one, work stations, and printer Customers
  • Maintain subject matter expert on Dell printers; handle all printer cases for the entire company
  • Dealing with multiple 100+ systems with systemic issues at a time
  • Directing the activities of technical resources from Tier-2, Labs, and the vendor(s) to restore systems
  • Responsible for tracking and analyzing systemic patterns leading to identification of chronic issues
  • Use troubleshooting techniques and tools to identify root cause of complex technical scenarios
  • Work closely with outside and inside advanced groups such as vendors, resolution managers, engineers, and customer care
  • Manage daily case follow up for all owned cases
  • Work with clients who needed quotes for issues not covered under there system warranty
  • Maintained 100+ cases and sustained excellent customer satisfaction
  • Management of escalated issues, unlike exchanges, and systemic issues on printers while handling new/current BEP caseload
  • Provided back up case management for colleagues whom were out of the office
  • Trained colleagues on case management techniques in BEP.

IMAGING LIFE SUPPORT

DELL/EMC
01.2014 - 12.2019
  • Diligently work on escalations that are assigned to me
  • Engage with IPS (international product support) and PG on systemic issues
  • Collaborate with PG and make sure all rapid captures are sent to them for FA (failure analysis)
  • Traveled to Round Rock to conduct technical training for troubleshooting printers
  • Continue to develop education for other agents by executing training on the most up to date fixes and troubleshooting on current issues and printers to the pro support team
  • Sustain updating OKB (oracle) articles and Answer flow/Guided resolution with up to date and accurate information
  • Provide mid-level support to Pro Support agents to make sure parts and replacements are the most accurate for best resolutions for the client’s needs
  • Accomplished Sky Tech on multiple occasions including, traveling to Germany for 3 weeks and installing CAC units for 300+ printers for military accounts

SENIOR TECHNICAL AGENT

DELL/EMC
04.2011 - 01.2014
  • Provided tech support to end users
  • Answered user’s questions
  • Resolved printer and projector problems via phone, remotely, in person, and over email
  • Aided with printer hardware, printer software, program installation, email, and Observed system functionality, implemented solutions to issues with software and hardware
  • Deployed printer training in a classroom setting
  • Competent in Windows XP, Windows 7, Windows 8, Windows 10, RAID, Microsoft Office, Database software.

PC Support Analyst

DIGESTIVE DISEASE SPECIALIST
05.2006 - 04.2011
  • Managed Server locations and Computers and printer Systems
  • Migrated system upgrades from Medical Software to Greenway software
  • Deploy new systems to end users
  • Maintained troubleshooting at multiple locations around the metro area remotely and onsite.
  • Provided on-site and remote technical support to users.
  • Troubleshot various technical issues dealing with printers, network and phone systems.
  • Maintained 100% logging rate and 100% first call resolution rate to achieve first-class user training and ongoing communication.

Education

High School Diploma -

Kingfisher High School
Kingfisher Ok
05.2001

Skills

  • Technical Troubleshooting: Demonstrated accomplishment in diagnosing and resolving complex technical issues, applying a wide range of computer requirements and techniques to find solutions
  • Ticket Management (Service Now): Efficiently handled support tickets using Service Now, coordinating with various stakeholders outside an organizational unit and developing project controls
  • Hardware & Software Configuration: Proficiently set up and optimized devices and programs, employing customary approaches and techniques appropriate to the assigned computer applications area
  • Advanced Networking: Skilled in complex network configurations and troubleshooting, analyzing alternative approaches to advise management on major aspects of ADP system design
  • Microsoft Windows Servers: Managed and supported Windows server environments, demonstrating expertise in system interrelationships and appropriate operating modes
  • Active Directory: Administered user accounts and permissions in AD, accomplishing computer project assignments that required adaptation of guidelines to specific needs
  • VOIP Phones: Configured and troubleshooted Voice over IP systems, showcasing accomplishments in advising management on suitable equipment configurations for projects
  • Printer Troubleshooting: Identified and fixed printer-related problems, drawing on knowledge of computer requirements and techniques pertinent to the position
  • Mobile Device Support (iOS and Android): Assisted with mobile device issues on both platforms, providing expert advice on system software and equipment configurations
  • Project Planning & Coordination: Organized and managed projects effectively, planning the sequence of actions and coordinating with diverse teams to achieve successful outcomes
  • Technical Escalation Management: Handled escalated technical issues professionally, demonstrating expertise in analyzing alternative approaches to problem-solving
  • Patch Management: Efficiently applied software updates and patches, showcasing experience in advising management on system software considerations
  • Research & Technology Updates: Stayed up-to-date with tech advancements, utilizing knowledge of computer requirements and techniques to inform project development
  • Dell Laptop & Workstation Support: Provided expert support for Dell laptops and desktops, demonstrating accomplishment in analyzing and revising logic or techniques for system modifications
  • Dell Printer Support: Offered specialized support for Dell printer-related issues, applying a wide range of computer requirements and techniques to achieve solutions
  • Project Management: Oversaw successful project execution, analyzing a number of alternative approaches and providing expert advice on system interrelationships
  • Customer Support & Satisfaction: Delivered excellent customer service and ensured satisfaction, adapting guidelines to meet the specific needs of each assignment
  • Training & Education Delivery: Conducted effective training sessions for users, employing knowledge of computer specialty areas to enhance learning experiences
  • System Image Deployment: Expertly set up and deployed system images, demonstrating proficiency in planning actions and coordinating with external stakeholders
  • Collaboration with Cross-functional Teams: Worked effectively with diverse teams, advising management on appropriate equipment configurations and operating modes
  • Process Improvement: Identified and implemented process enhancements, drawing on wide-ranging knowledge of computer requirements and techniques
  • Communication with Stakeholders: Effectively communicated with project stakeholders, providing expert advice on system interrelationships and appropriate operating modes
  • Adaptability & Flexibility: Adapted to changing situations and tasks, showcasing accomplishments in analyzing and revising techniques for system development

Project Management Experience

  

Large-Scale Deployment Project, OKDHS (2023)

  • Contributed significantly to a major deployment project involving over 6000 systems for the Oklahoma Department of Human Services (OKDHS).
  • Played a key role in identifying and addressing issues with the new system image that was planned for deployment.
  • Proactively remedied identified problems, ensuring a smooth and efficient deployment process for end-users.
  • Collaborated closely with a team of two to prepare all systems, demonstrating strong teamwork and coordination skills.
  • Utilized imaging and direct deployment techniques to efficiently set up and configure systems for end-users.
  • Ensured seamless user experiences by delivering fully functional and optimized systems to employees.


Customer-Facing Kiosk Deployment, DRS (2022-2023)

  • Played a crucial role in a customer-facing kiosk deployment project for the Department of Rehabilitation Services (DRS).
  • Collaborated with cross-functional teams, including networking, project management, server, and cyber defense, to ensure the successful implementation of kiosks across multiple locations in the state of Oklahoma.
  • Facilitated the testing and integration of scientific freedom software to enable customers with diverse abilities to freely interact with the kiosk interface.
  • Led the acquisition, imaging, and deployment of kiosk units, demonstrating strong project management skills and attention to detail.
  • Ensured that the deployed kiosks met the unique needs of different DRS locations, resulting in enhanced customer experiences and improved accessibility.

  

State Agency Workday Trainings, OMES (2022)

  • Provided immediate and essential support during the transition from PeopleSoft to Workday, ensuring seamless training experiences for state agency employees.
  • Successfully set up and configured training computers to meet specific requirements before each training session, guaranteeing a smooth and productive learning environment.
  • Coordinated the teardown and return of training computers to the asset inventory after each training session, ensuring efficient resource management and asset tracking.
  • Demonstrated adaptability by consistently repeating the setup and teardown process for each new training project, contributing to the overall success of multiple transition projects.
  • Collaborated closely with various stakeholders to understand specific training needs and tailor computer configurations, accordingly, enhancing the training effectiveness.

Timeline

PC Support Technician

OMES
12.2021 - Current

ADVANCED TECHNIAL

ATS
12.2019 - 12.2021

IMAGING LIFE SUPPORT

DELL/EMC
01.2014 - 12.2019

SENIOR TECHNICAL AGENT

DELL/EMC
04.2011 - 01.2014

PC Support Analyst

DIGESTIVE DISEASE SPECIALIST
05.2006 - 04.2011

High School Diploma -

Kingfisher High School

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