GREGORY M. BOATWRIGHT

PROFESSIONAL SUMMARY

Dedicated and resourceful IT professional with strong customer service oriented perspective.

Proven experience in a wide range of technologies in mission critical systems within 24x7 businesses.

A skilled communicator, able to build an effective relationship with customers, team members, and management.

PROFESSIONAL EXPERIENCE

SoftPro 4800 Falls of Neuse Rd Raleigh, NC (May 4 2015 to June 22 2015)

Technical Support Analyst- Contract

Provide technical support via phone and remote sessions. Accurately document all customer issues, resolution steps, and gather feedback in support tracking software (Clientele). Provide technical consultations, installations and upgrades on SoftPro’s suite of products and products in development, as well as communicate implementation or configuration issues to the Business Services Group and R&D Team. Maintained knowledge of current and emerging computing technologies. Performed other duties as assigned…

935 Summit Ave. Adof Entertainment Group Charlotte, NC (Self Employed May 2014-to May 2015)

Systems Support Technician- Contract

Surveyed, planned, project managed, the installation of the audio systems (4), video systems (26 flat screens 8 monitors 3 projectors 2 Time Warner feeds, Dish Network), security camera systems w/33 cameras and digital recorders, installed the network infrastructure including wire drops, switches/ routers, Installed and administered backend servers and 9 POS workstations including a role as the Digital Dining POS software administrator...

On call/onsite systems support technician to trouble shoot and repair installed entertainment/club systems (special events such as CIAA Collegiate Basketball Tournament, and if attendance is expected to be in excess of 1k…)

Wells Fargo Co., Charlotte, NC (September 2012 to April 2014)

Systems Support Analyst- Contract

Escalation Engineer, Subject Matter Expert (SME) Systems Support, including software and all hardware peripherals, Talaris, Twinsafe, Glory Global, Wincor, Arcatech, type Cash Dispensers and Cash Recyclers, configure, troubleshoot, test, QA Analyst, and PC/LAN Analyst 3.

Provided backup assistance to install, configure, troubleshoot and maintain networked devices applicable on the customer site

Provided hardware and software help desk support to external users

Able to handle demanding deadlines, manage time effectively and prioritize appropriately

Documented and presented issue resolution options with planned timelines for completion

Considered to be the Subject Matter Expert in the Escalation of support issues; the Talaris, Twin safe, Diebold, Glory Global, Wincor, and Arcatech machines; with several different configurations and types of cash machines

Have supported the installing and troubleshooting of the Instachange and other industry standard coin devices, the 559 and the Brandt series as well

An author in sharing and collaborating four (4) knowledge base articles, subjects include trouble shooting tips for tier 1 and 2 support technicians using MS Share Point, also collecting information of issues and resolution to issues that were escalated to the cue, and documenting the information in the PAC 2000 (Remedy) ticketing systems

Wells Fargo

PAC 2000 Ticketing (Remedy)

Share Point 2010

Tomcat

Xterm Logs

MS LYNC

Ross Stores Inc., Fort Mill, SC (August 2011 to August 2012)

Technical Support Analyst- Contract

Responsible for 450+ computers, 100+ printers, 800+ handheld devices, 60+ servers, and 60+ networking devices in high paced, industrial and executive office environments.

Provided level 3 support, in administering and monitoring of hardware, operating systems, and associated applications.

Maintained, opened, and closed support requests in ticketing system BMC Remedy (PAC 2000).

Technical Support Analyst in the following projects:

oPC refresh: included creating and testing master image; cloning, configuring, installing, and validating 150 new machines; documenting old machines; organizing old machines for disposal.

oNetwork refresh: configured, tested, and installed 50 Cisco 2960 switches; validated client devices; documented uplink port connection and old system information; used Fluke network testing device to conduct IDF switch capacity survey on 22 IDFs covering 30 switches; facilitated the installation of 140 CAT5 network drops including conduit where needed.

oSEP Upgrade: facilitated the version upgrade of Symantec Endpoint Protection of 450+ computers; provided validation and manually remediated computers that failed to update via the SEP Manager.

oRDM refresh: participated in the refresh of a Sun and Hitachi RDM system; updated and validated client devices received the updated tnsnames.ora network configuration and application shortcuts.

oIntelligrated Tilt Tray : Primary Technical Support person for the 80 induction workstations (Dell Desktops 780 and 790’s),for the Tilt Tray operation, in addition to the 14 supervisor workstations printers and supervisor workstation software and other pertinent peripherals, Bluetooth handheld scanners, and ELO touch screens.

Maintained the asset database and IT spares area and equipment.

Created documentation, standards, best practices, procedures, and guidelines to improve operations and increase system uptime and availability.

Global Recycling, Charlotte, NC (June 2008 to June 2011)

Technical Support Analyst- Contract

Responsible for maintaining existing and deploying new workstation and server technology.

Managed trouble tickets.

Monitored, installed, and maintained Arcatec ATM 2600, cash dispenser, and Axis network cameras.

Ensure video surveillance was properly configured to maintain visual coverage of transactions.

Harbor Technologies, Mount Laurel, NJ (July 2009 to December 2010)

Lead Technical IT Specialist- Contract

Contracted to implement new security systems at Food Lion, Bloom, Reid’s, and other retail outlets.

Configured, installed, validated, and documented networking and security hardware and software.

Core Technology Solutions, Parsippany, NJ (June 2007 to March 2009)

Lead Technical Analyst- Contract

Del-Haize - Contracted to implement new Servers and WAN networking devices for 1700 Food Lion stores

Configured, installed, validated, and documented new Cisco routers and switches; uninstalled and disposed of old networking devices.

Responsible for resolving connectivity issues not related to the Internet service provider.

Circuit City - upgrades video amplifiers for Video Walls.

Ace Hardware Stores-new install of Security Camera Systems including integrating video and DVR with POS install to capture Cash Register transactions on security camera monitor overlay. Connect to Internet for complete remote viewing and remote control of Pan Tilt Zoom {ptz} cams in real-time. Configured systems to upload, images to FTP and other secured external storage.

Toys Are Us - Back End Demo of Critical Systems replaced Servers and consolidated and cleaned up server racks.

Lowes Home Improvement Stores - Frequency HOP upgrades Internal/External Wireless access points Symbol LRT guns and Spectra-Link phone systems Security.

KForce, Atlanta, GA (July 2006 to March 2007)

Systems Administrator- Contract

Upgraded workstation and server hardware for the Wachovia/A.G. Edwards migration (to Wachovia Platform).

Installed hardware and trained trading floor personnel.

Traveled to multiple sites within TX, NH, NC, LA, AL, FL, IN, and TN for an average of 4 days per site.

Info Tech & Security, Charlotte, NC (March 2000 to March 2007)

Hardware Integrator (Bus. Partner)

Installed and serviced CCTV cameras and recording equipment; fire alarms, speakers, and strobe horns; access control devices, card access, and door locks.

Configured head-end servers, video recorders including automatic FTP video upload.

Resolved hardware and software issues and provided end user training.

Microsoft, Charlotte, NC (January 1995 to 1996) (February 1999 to 2000)

Support Engineer- Contract

Resolved support calls and documented case details into a MS database.

TECHNICAL SUMMARY

Microsoft Windows XP, 7, 8.1, Microsoft Server 2003, 2008, 2012, Server Management (DHCP, DNS, Active Directory), VMware, TCP/IP, 802.11 A/B/G/N/FH, SQL, MySQL, Access, Microsoft Office 2000, 2003, 2010, 2013, CA, Symantec Ghost, Symantec Endpoint Protection, Cisco switches, HP, Canon, Zebra laser/thermal printers, CAT5, 6, 6A, fiber cabling/testing/installation

EDUCATION and CERTIFICATION

Alison Certified Learning

Certifications completed 2014

Fundamentals of Network Security

Understanding Cryptography and Its Role in Digital Communications

Diploma in C Programming

Bachelor of Science Computer Science, January 2015

Central Piedmont Community College (continuing education online courses)

Pursuing A.S. Science Computer Engineering Technology, January 2015 to September 2017

Gregory M Boatwright

Systems Support Analyst

704-***-****

980-***-****

acqugj@r.postjobfree.com

References upon request

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