Leonard Moultrie Jr.

**** ******** **

Lithonia GA 30038

Cell: 678-***-****

Networking is my food for thought. I love being part of a team which means I love helping others succeed

and getting information from them to broaden my skill set. I have excelled in every job I've held and

always was above standard. Which means I will always strive to be the best. We work until the job is

complete. Troubleshooting is a passion of mine. I really enjoy helping keep communication up and the

challenge it brings.

Technical Training

I have six months on the job training with civilians and military personnel with experience in a trouble

ticket system, DHCP, DNS, DSL, WINS, wireless connection, Windows 7, printer and scanner repair and

networking, Remote Desktop, VPN(setup and maintenance), Imaging, Microsoft Office

( 2003,2010,2013,365), Exchange, VMware(VDI), FTP email and application setup and maintenance for

Androids and Apple products. I have three months training of customer service. I also have college

credits in computer programming (Visual Basic, Java, SQL and HTML) and networking (Cisco, A+,

Linux/Unix, Security+, Networking+, and Microsoft Client (Windows 7).

Work experience

Sept 2014 – March 2015 Help Desk Analyst

Altegra Health Alpharetta, GA

Attended inbound Help Desk calls (40 call on average), processed tickets (20 average). Trouble shot

tickets to find the root cause. Responded to voicemail messages within a timely manner. Transferred

tickets accurately to second level support when needed. Resolved and assisted users with various systems

issues including PC/laptop, printer, software (PC, Android, & Apple),, hardware, VPN connectivity, ISP

issues and database problems. Reset Active Directory password, rebooted and assigned virtual desktops,

conducted file transfers over remote desktop software (Teamviewer). Closed Help Desk tickets and

communicated resolution to the user. Tracked all calls in a detailed and accurate fashion utilizing Help

Desk software.

March 2014-August 2014 Help Desk Technician

Coca-Cola, Atlanta, GA

Managed and handled 20 trouble tickets (ITIL) on average a day. Contacted customer through Microsoft

Lync and remotely investigated the matter to fix myself or forward ticket to the appropriate team. Issues

that may arise with the VPN, syncing applications, forcing group policy, managing mobile apps, or

networking drives. Achieved head of the help desk department my responsibility is to follow-up ticket

that were not closed because user didn’t have time to resolve or if the issue took longer than expected.

Email setup and maintenance was used.( PC, Android, & Apple),

May 2012- September 2013 Sales Consultant

CarMax, Augusta GA

Discovered the customer needs for a vehicle and interact with different computer programs daily.

Achieved Store Champion, Employee of the month, and several awards for buy rate.

October 2009- September 2011 Retention Rep II

T-mobile, Augusta, GA

Handled customer issues in a timely manner over the phone while working on multiple systems and

prioritized the problems. Trouble shot customers phones (internet and RF signal), routers (IP

configuration, phone signal), and wireless cards (internet) over the phone and documented all issues if

problem could not be resolved escalated to next tier. There will follow-up call made to either ensure the

product was working or to resolve the issue. Achieved Retention within the first year of employment.

February 2008- October 2009 Outside Plant/Network Installer

Procomm, Augusta, GA

Installed and terminated cat5e also outside plant, install data closets and terminated the ports. Built my

knowledge and share with my co-workers who arrived later. Once all line were installed, we began our

trouble shooting process to make sure all line were internet ready. Achieved and exceeded the company

deadline for all my projects.

June 2006- July 2007 Communication Technician II

Comcast Cable, Augusta, GA

Installed and maintained customer internet with trouble tickets I sorted at the beginning of my shift.

Trouble shot company modems, Wi-Fi routers, and RF cable boxes at their homes when their services

were not working properly usually due to connectivity or hardware issues and practices preventive

maintenance. Educated end users for preventative maintenance. Became Communication Tech within the

first year of employment and seen a 10% decline in my area for trouble tickets.

March 2002- March 2006 Help Desk / Field IT Technician

US Army, Fort Gordon, GA

Installed and maintained the company computer to update from Windows 2000 to

Windows XP. Made sure the program ran well without interruption of service

throughout the day. Installed cat5e and fiber optics cable and wire.

I operated computer helpdesk, diagnosing and troubleshooting automation

problems via telephone or email. Prioritized trouble tickets daily that were received either by email or

computer. Worked with local/network printers, email setup and connectivity, hardware issues and desktop

and/or enterprise applications. Achieved team lead within 2 years and supervisor with 3 years of

employment.

Education Level

*Attending Gwinnett Technical College for Computer Networking

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