Troy Chambers
Tampa,FL
Summary
Computer Information Systems graduate with experience as a network technician in both residential and commercial telecommunications systems. Proficient in troubleshooting, resolving client issues and providing professional customer service in any environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Remote Technical Support Analyst Tier 1
Baldwin Risk Partners
- Provide a point of escalation for Service Desk associates
- Receive escalated tickets from Tier I when documented processes and knowledge base articles did not result in a ticket resolution
- Handle high priority tickets to ensure SLA and compliance procedures are maintained
- Provide training as well as create knowledge base articles for support desk if the solutions are found to be within their capabilities/permission level
- Work with Support Desk Management and current team to create and identify rules of engagement for the many facets of the Systems team
- Perform relevant administrative duties within scope of the Tier 3 – Cloud Platform Team
- Administer the Active Directory, Azure Active Directory, M365, Teams, and Intune Environments
- Assist and modify onboarding and offboarding PowerShell scripts to ensure timely processing
- Utilize scripting to manage as well as improve/analyze the environment information for various sections of the company
- Manage licenses subscriptions, pull reports for group membership, compliance reports, perform Sox auditing etc
- Create and deploy apps through Company Portal within the current environment
- Troubleshoot and resolve issues pertaining to device deployment and management within Intune and Configuration Manager
- Support Cloud Infrastructure including Azure Cloud PC’s, AWS Workspaces, and SFTP server creation and configuration within AWS
- Manage and troubleshoot both AWS Workspaces and Azure Cloud PC instances, including deployed software as well as endpoint management
- Storage and configuration based on use case scenarios
- Setup SFTP servers within the BRP environment that support both SSH and Non-SSH Authentication
- Troubleshoot and maintain virtual print servers using Papercut Print Deploy Client
- Troubleshoot and maintain Quick Books Servers
- Troubleshoot and maintain File Servers
- Provide Root cause Analysis for systemic issues as they appear and work within the team/administration, and/or vendor support to resolve.
Remote Help Desk Technician
ConnectWise LLC
11.2020 - 11.2021
- Provide remote assistance to end users through both Log Me In software and ConnectWise Control software
- Received incoming calls and chats from end users from multiple different MSP’s
- Troubleshoot and isolate performance issues on desktops, whether software or hardware related
- Use command line to effectively isolate issues pertaining to domain, network, and permissions
- Run automated scripts to check and optimize endpoints to improve performance for end users and MSPs
- Download, Install, and configure third-party software for MSPs according to their preferences and documentation
- Create tickets within the ConnectWise Manage/Automate software and Cherwell Ticketing System
- Triage incoming calls/chats, either working with end user to resolution or escalating ticket to proper tier with expertise to resolve
- Performed administrator roles for multiple MSPs through Active Directory, Azure Active Directory, Microsoft 365, and other third-party apps (Fuse mail, Web Root, EcW, and other client specific software portals)
- Create/terminate users over multiple platforms (AD, Hybrid-Cloud, and Cloud Only)
- Manage SharePoint, email (Exchange and Cloud), and third-party applications according to documented processes provided by MSPs
- Perform password resets, educate and walkthrough end users through accessing network resources when necessary
- Created detailed references for MSP’s and fellow technicians to follow to understand and duplicate steps for rapid resolution of issues.
Network Technician
District School Board of Pasco County
11.2016 - 09.2020
- Assessed, evaluated, and completed work orders pertaining to network related issues at multiple school locations
- Installed and replaced Ethernet, fiber optics, and telephony cabling and equipment as needed per job
- Completed multiple school wide upgrade projects including the installation of infrastructure to support new Ethernet equipment, new coaxial equipment, and intertwined them with existing network
- Promoted to Capital Project Lead within three months of employment, responsible for quality standards, improving processes, training employees on capital project standards, processes, and inventory management
- Completed multiple projects under budget, estimated cost approximately 30,000 dollars per job, actual cost ranges between 22,000 and 24,000 dollars
- Ordered and maintained inventory for each project across multiple locations, set production plan and scheduling of events with administration at each site and with departmental head
- Assisted and allocated different school board departments to complete projects with efficiency and maintain quality standards set by school board policy.
Service Technician II
Bright House Networks
10.2012 - 11.2016
- Assessed patterns in customer service calls involving internet services relating to connectivity and discovered a widespread issue with company equipment settings
- Initiated an S.O.P
- To fix the settings within the modems and communicated the results to my supervisor and other technicians in the field
- Resulted in the engineering department developing a fix and trimmed service calls involving internet service by approximately 10 percent
- Provided a polite and professional experience for customers as cable was serviced, which included solutions to small issues that may or may not have been our responsibility as a cable provider
- Repairing personal computers for customers when restoring internet service was the only requirement
- Worked with customers to reset and restore email settings for unsupported clients
- Evaluated and adjusted RF levels within the various cable systems throughout Pasco County to ensure quality service for our customers; escalated plant adjustments for approval to supervisor as required
- Awarded Top Gun recognition (top 50 technicians in Pasco County) in 2015.
Asphalt Quality Control Technician II
The Middlesex Corporation
06.2011 - 10.2012
- Managed the daily operations of the lab, which included the sampling and testing of multiple types of asphalt for multiple jobs and/or customers
- Initiated changes to the process of recording quality control records for state agencies and company operations; allowing the company to complete 6 months of records that were backlogged
- Applied a new record keeping system using Microsoft Excel 2007 and Adobe PDF software, to keep an accumulative record of the gradations of stockpiles
- Created a system for tracking the aggregates entering the plant before they were integrated into the stockpiles, allowing the lab to control the quality of the asphalt before production
- Coordinated testing for FDOT and independent testing contractors to ensure quality standards were met, resulting in efficient and continuous paving operations.
Asphalt Plant Operator
APAC
05.2009 - 06.2011
- Implemented a maintenance program by collaborating with the plant supervisor to ensure quality asphalt and efficient operations
- Managed plant inventory by evaluating existing inventory and stocking common wear items to reduce downtime in an efficient manner
- Coordinated operations between lab and plant to ensure the plant produced quality asphalt
- Repaired and replaced part components to keep the plant in service
- Pinellas Plant: Prepared site for arrival of new asphalt plant by removing and stripping existing plant
- Assisted in the erection of the silos, drum, aggregate belts, and bins of new plant
- Calibrated all components of the plant, readied the plant for inspection by the EPA, and ran diagnostic tests for the EPA to initialize operation of the plant
- Trained crew to take over operations after setup in the manner established.
Asphalt Plant Foreman
APAC
01.2008 - 05.2009
- Initiated safety procedures and set precedent for future standards of operation when handling liquid asphalt cement and night plant operations
- Coordinated 2 shifts of employees in a 24-hour operation, including managing the aggregate supply, asphalt cement deliveries, and scheduling production for state contracts and private customers
- Oversaw and maintained the plant facility in tolerance of EPA and SWPA agencies, including storm water testing, clean air emissions below 20% opacity, and proper runoff paths in accordance with SWPA regulations
- Remained accountable for upkeep of all daily production records for the company as well as state and federal agencies, such as the EPA, SWPA, and DOT
- Reversed 3-million-dollar operating deficit to a 6-million-dollar surplus as asphalt plant foreman.
Education
St. Leo University
Bachelor of Science - Computer Information Systems
Saint Leo University
Saint Leo, Florida01.2020
Associate of Arts - Information Technology
01.2017
Skills
- Trend modeling
- Process enhancement
- Documentation And Reporting
- Issue Identification
- System Analysis
- Analytical Thinking
- Information Gathering
- Multiple Priorities Management
- Incident Reporting
- Deadline Adherence
- Trend forecasting
- Project Management
- Process Improvements
- MS Excel
- Data Analysis
- Analytical Skills
- Issue Research
- Process Analysis
- Professionalism
- Effective Communication
- Multitasking
- Problem-solving abilities
- Process Improvement
Certification
Microsoft Technology Associate – Exam 98-349 – Windows Operating System Fundamentals, 2020-01-01
Related Experience
- Baldwin Risk Partners, Tampa, FL, Remote Technical Support Analyst Tier 1 - 1II from 1, 2020-01-01
- ConnectWise LLC, Tampa, FL, Remote Help Desk Technician, 2020-11-01, 2021-11-01
- District School Board of Pasco County, Land O Lakes, FL, Network Technician, 2016-11-01, 2020-09-01
- Bright House Networks, Tampa, FL, Service Technician II, 2012-10-01, 2016-11-01
General Employment
- The Middlesex Corporation, Orlando, FL, Asphalt Quality Control Technician II, 2011-06-01, 2012-10-01
- APAC, Winter Haven, FL, Asphalt Plant Operator, 2009-05-01, 2011-06-01
- APAC, Tampa, FL, Asphalt Plant Foreman, 2008-01-01, 2009-05-01
Coursework
- Computer Skills
- Decision Support Systems
- Computer Programming C/C+
- Java
- HTML5
- CSS
- JavaScript
- Network Theory Design & System Analysis
Timeline
Remote Help Desk Technician
ConnectWise LLC
11.2020 - 11.2021
Network Technician
District School Board of Pasco County
11.2016 - 09.2020
Service Technician II
Bright House Networks
10.2012 - 11.2016
Asphalt Quality Control Technician II
The Middlesex Corporation
06.2011 - 10.2012
Asphalt Plant Operator
APAC
05.2009 - 06.2011
Asphalt Plant Foreman
APAC
01.2008 - 05.2009
Remote Technical Support Analyst Tier 1
Baldwin Risk Partners
St. Leo University
Bachelor of Science - Computer Information Systems
Saint Leo University
Associate of Arts - Information Technology
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