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Technical Support Engineer

Houston, Texas, United States
January 16, 2018

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Donald Wade

Professional Summary

Experienced Computer Technician with a proven record of accomplishment for both database development and systems administration and management

Seeking a position that requires abilities in problem solving, analyzing and planning as related to the organization’s development and maintenance of computer hardware and software applications

Areas of Strength and Expertise

Computer Operations

Systems Administration

Software & Hardware Expertise

Asset Management

Software Support

Routers & Switches

Hardware Support & Management

Systems Integration

Disaster Recovery

Network Communication

Wireless Networks

Database Development


CompTIA A+ Certification

CompTIA Network+ Certification

Professional Experience

SmartSource (November 2016 to Present) (CONFIDENTIAL)

Computer Technician

Performed system deployments for New Branches of Chase Bank

Performed Server upgrades for Buffalo Wild Wings Restaurants

Decision One/Trafigura Trading LLC (June 2015 to December 2015)

Technical Support Engineer

Repaired IBM laptops and desktops

Provided effective local and remote application support for end users

Collaborated with Vendors in resolving complex issues for end users

Provided BlackBerry phone support, administration and account management

Provided technical support for trading applications, Windows applications, and VPNs

Troubleshot issues with ISA's for proxy server configurations

Provided asset management for company’s hardware inventory

Performed IMACS for end users as well as setting up equipment for new hires and transfers

Managed phones and resolved networking issues

Setup and managed video conferencing using Cisco TMS

Decision One/United Airlines (September 2011 to April 2015)

Customer Service Engineer

Repaired Service Kiosks (IBM, NCR). Provided warranty break fix services for HP printers, laptops and PCs

Collaborated with Vendors in resolving complex issues for end users

Provided break fix service for Dell (laptops and workstations), Lexmark (laser printers), Xerox (MFP printers)

Provided technical support for United Airlines applications, Windows applications, and VPNs

Advantage Resourcing/Braskem (October 2010)

Computer Technician (Contract)

Reimaged Dell workstations for system refresh. Repaired defective workstations during refresh

Provided post-refresh of floorwalker technical support. Prepared old equipment for disposal

Recorded workstation and printer information for asset management

Advantage Resources/CVS (April 2009 to October 2010)

Project Technical Support Lead (Contract)

Converted IBM E-Series from UnixWare to Linux. Verified Systems following conversion

Maintained hardware. Reported on hardware and software issues during conversions

Trained and supervised new technicians on performing conversions

Performed system refreshes. Completed repairs during refresh

HLP Solutions/Direct Energy (February 2009)

Computer Technician (Short-Term Contract)

Performed IMACs for energy traders. Verified functionality after moves

TAC Worldwide/Statoil (August 2009)

Computer Technician (Short-Term Contract)

Set up servers and workstations

Deployed Windows 7 for workstations

Re-imaged Windows 7 for workstations

SmartSource/Insight Direct, Houston, TX (June 2009 to August 2009)

Project Team Lead (Short-Term Contract)

Performed server and banking equipment conversion for Washington Mutual conversion to Chase

Managed expectations, teams, issues, and escalations

Contacted specialist(s) via phone advising of conversion-day meeting locations and activities

Communicated team status to Insight Leadership. Ensured all peripherals were both installed and functioning properly

Confirmed old assets were properly prepared for disposal shipment(s)

TAC Worldwide/Foxcom, Houston, TX (March 2009)

Hardware Tech (Short-Term Contract)

Upgraded HP Services for Cisco and Tested HP Servers for Cisco

SmartSource/PEQ, Houston, TX (March 2009)

Field Technician (Short-Term Contract)

Deployment of workstations, printers and laptops for users. Performed equipment site audits and audit reports

Performed Systems administration for client sites. Set up and configured Web applications

Re-imaged workstations and laptops. Repaired and updated computer, networking and printer hardware

Omnipotech Ltd., Houston, TX (November 2007 to April 2008)

Network Engineer

Installed workstations and printers, and resolved networking and hardware issues

Managed user accounts, and supported both user applications and email accounts

Installed, repaired, and updated hardware (Dell and HP). Assisted in pre-sales of Dell hardware based solutions

Managed SLAs for client accounts. Performed Systems administration for client sites

Texas American Title/RCG, Houston, TX (April 2007 to October 2007)

Technical Support Specialist (Contract)

Installed workstations using disk images and printers. Resolved networking and hardware issues

Managed user accounts, supporting user applications

Created database for managing multifunction network printers for the company

AIC/IBM, Houston, TX (September 2006 to January 2007)

Operations Specialist (Contract)

Monitored network connectivity. Repaired servers. Managed User accounts. Reported system outages

System backups. Verified system functionality. Developed UNIX scripts to improve reconciliation turnaround times

WebMD/Emdeon Practice Services, Houston, TX (September 2001 to June 2006)

Field Engineer II

Maintained UNIX, Windows, and Linux Servers for clients. Performed Systems administration for client sites

Installed full solution systems for clients. Installed RedHat Linux on servers. Managed SLAs for clients account

Troubleshot and repaired hardwired, wireless, remote networks and communications equipment

Provided technical consultation for upgrades and new installs. Set up and managed printers using RedHat SAMBA

Set up and APACHE file systems. Installed, repaired and maintained printers such as dot matrix, inkjet and laser

Tyrol Data Systems, Stafford, TX (April 2001 to July 2001)

Systems Hardware and Software Technician

Maintained UNIX and NT Servers. Performed network and computer system installations

Provided Technical Support for customers (hardware and software)

Performed file transfers using various connectivity options. Troubleshot and repaired computer equipment

Other Relevant Professional Experience

Jones Business Systems/Clark Technologies, Stafford, TX

Systems Integration Specialist

AT&T Global Information Solutions, San Diego, CA

Associate Programmer Analyst

Southern University, Baton Rouge, LA

Research Assistant

IBM, Southlake/Roanoke, TX

Computer Laboratory Manager


Bachelor of Science, Computer Science

Southern University, Baton Rouge, LA

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