Technical Support Engineer
Resume:
KARLON LAWRENCE
**************@*****.***
SUMMARY OF QUALIFICATIONS
Dependable and diligent IT Professional with a profound ability to work independently and handle pressure well. Apply a consultative approach to resolving issues, and provide clear and simple explanations working closely with individuals to develop solutions to their computer issues. Sound organizational skills, goal oriented, proactive professional who manages multiple tasks with patience and determination. Experienced in installing, trouble shooting and repairing hardware, software & peripherals, and training end users.
TECHNICAL COMPETENCIES
Windows 95/98/XP/NT 4.0/ Vista, Server 2003/2008/ Windows 7 & 8; Microsoft office; Microsoft project; VaMMIS, EBT, TANIF, FS, Medicaid support; 802.11 a/b/g Wi-Fi, Bluetooth technology; Magic, Unicenter Ticket Tracking system; Linux; Cisco VOIP; Firefox, Microsoft Explore; Opera; Desktop/laptop; printer repair; Attachmate IBM, Mapper 13/Unisys; VMware; Network architecture and design; Casper; WSUS; Altiris IT Management Suite; Windows Deployment Services; RIS; Remedy; Ghost; User State Migration Tool 3.0; McAfee Security Suite; SMS/SCCM console; ANSOS; KRONOS.
EMPLOYMENT HISTORY
UPS/22nd Staffing New York, NY 2017 – Current
Technician
- Responded to customer service requests within the Service Level Agreement (SLA) timeframe by asking the customer questions to determine the technical service issue (i.e., software or hardware related) and uphold confidence in TSG (Technology Support Group)
- Communicated with customers by phone to discuss identified problems or concerns and resolve the issues (e.g. hardware or software malfunction, user error, etc.).
- Researched and identified issues by asking questions, reviewing internet data sites, and / or internal website (i.e., project notebook) to identify solutions and facilitate resolution of issues.
- Assisted in workshop setups and computer setup changes to reconfigure training and conference rooms based on internal customer needs.
- Build and installed new PCs in accordance with UPS standards to ensure proper PC performance.
- Performed dispatched drive space checks on servers monthly to verify storage of appropriate files and drive space.
- Performed dispatched wireless functionality checks of hardware (e.g., GSS Scanners, infrared ports, air beam, etc.) to ensure package delivery functions can be performed.
- Performed routine maintenance on equipment (i.e., Preload Assist System [PAS] printhead replacement) to check for damaged or missing parts and verify condition of cables and power strips.
- Maintained a local Disaster Recovery Binder (e.g., includes locations of critical equipment, software, recovery documentation, etc.) to provide documentation of equipment, inventory control, and ensure business continuity.
- Ensured center critical systems (e.g., DIAD Control System [DCS]), Package Timecard Editor [PTE], etc.) are backed up per Problem Management Team (PMT) dispatches to enable fast and efficient disaster recovery.
- Facilitated technical training in one-on-one or small group settings to train participants on new software, products, features, or product upgrades.
NYPD/Hexagon Brooklyn, NY 2016 – 2017
CAD Application Engineer
- Assisted in 24/7 System Support Services provided on-site at the New York City 911 Dispatch/ Communications Center for over 300 system operators, and the 911 Clients Public Safety Dispatch system.
- Provided troubleshooting, vendor communication, break/fix, and on-call system support services.
- Provided support for reoccurring End-User issues by creating tactical resolutions which would further enhance the quality assurance and compliance of system use and functionality.
- Trained and educated new Intergraph hires regarding policies, monitoring procedures, end-user support and the process of the daily tasks, hourly monitoring and documentation procedures.
- Monitored interface engine to ensure uninterrupted message transfer between electronic systems.
- Monitored servers, networks, and other devices, and providing tier II support for all user issues and relaying all pertinent information to appropriate IT personnel.
- Maintained database log of all activity, all end-user issues and status during monitoring procedure.
- Supplied initial technical support to end-users.
- Trouble shooting and maintenance of Clients Public Safety software.
- Coordinated with Clients support analysts when resolving system and software issues.
- Carried out issue resolution and trouble-shooting of end-user problems in conjunction with the Customer Support Center.
- Assisted with updating and creating policies and procedure for troubleshooting and resolves for system support services.
Brookdale University Hospital & Medical Center Brooklyn, NY 2012 – 2015
ANSOS Administrator
- Facility "expert" in ANSOS a legacy based application that allows nurse staffing, scheduling
and employee management system.
- Performed regular maintenance on the SQL database; assigning user roles, changing
passwords, clearing connections, and backups/restorations of database.
- Managed end user accounts, permissions, and access rights.
- Prepared .bat files to ensure proper end user connection to the correct environment.
- Maintained system availability & worked with other IT groups to make sure service objectives
were met.
- Setup and configured Windows server utilizing VMware.
- Assisted users in establishing Citrix connections.
Gorgeous Geeks Norfolk, VA 2011 2012
Technical Support Specialist/Web Designer
- Designed and developed websites, e-commerce management, and search engine
optimization.
- Configured, maintained, troubleshoot and supported users’ hardware and software.
L-3 Communication (US Army) Fort Lee, VA 2010 2011
Computer/Network Scientist
- Maintained, troubleshoot and supported users’ networks, equipment, software and services
to include desktops, laptop, Blackberry and Wi-Fi Hotspots.
- With the use of Altiris Deployment Solution or Windows Deployment Services; configured
each system, based on standardized criteria, such as job function, user type, or location.
- Created jobs and tasks that automated deployment and migration functions including imaging, scripted
OS installations, configurations, and software deployments.
- Created, maintained, and remotely deployed the Army Golden Masters (Windows 7).
- Prepared for monthly inspections and assessments of Desktops, laptops and servers to comply
with the Information Assurance Vulnerability Message.
New Dominion Networks Richmond, VA 2009 2010
Computer/Network Support Specialist
- Responsible for maintaining user uptime and improving their computing experiences through effective
remote monitoring, maintenance and problem identification and resolution activities, as well as growing
and developing the organization's perception with existing customers through exceptional customer
service.
- Configured, maintained, troubleshoot and supported users’ networks, equipment, software and services
to include routers, switches and servers.
Virginia Farm Bureau Insurance Richmond, VA 2006 2008
Voice Engineer
- Provided 7/24/365 support for enterprise VOIP Cisco 2800 series, Inter-Tel Axxess/5000 phone switch,
and wireless infrastructure.
- Ensured that the phone system was maintained and current to the business needs.
- Assisted in creating, testing and maintain disaster recovery procedures for the voice services.
- Worked with the LAN and network services team to develop fully integrated data and voice solutions.
- Established an efficient monitoring program for the tracking and reporting of the voice systems
throughout the company.
- Maintained a Large Business Verizon Wireless account over 1,000 lines to include Blackberry, Palm,
and PDA handsets.
- Stayed current on technologies as they related to enterprise telephony, and incorporated it with the
business needs.
- All other duties as assigned by the LAN & Network Services Supervisor.
Virginia Department of Social Services Richmond, VA 2003 2006
Information Technology Specialist II
- Assisted Virginia State and local personnel with hardware and software problems and technical issues by
providing, troubleshooting, and owned desktop and network issues to resolution.
- Researched and resolved problems on workstations and LAN, including IP resolution, cabling issues
and peripheral malfunctions.
- Instrumental in cutting VADSS budget cost by utilizing product warranties when repairing computers,
printers and copiers by replacing drive and other parts versus outsourcing for expensive repairs.
- Collected frequently asked questions and devised a formal FAQ Data Spreadsheet with answers to aide
in the accuracy of responses and help to maintain consistency with other Help Desk personnel.
- Resolved state desktop applications issues under level 2 support for over 50,000 users.
- Replaced defective NIC cards, modems, and peripherals in Dell, Gateway, IBM, and Fujitsu laptops,
desktops, tablet pc’s
- Developed set of procurement procedures and processes that improved accountability for items
purchased; generated log and ensured items were delivered.
Princeton Information Richmond, VA 2002 2003
Help Desk Analyst I
- Provided first level technical support for Capital One sites around the world.
- Analyzed software and hardware issues and gave technical assistance which included password resets to
end users for desktop pc, laptop or PDA in a call center setting environment.
- Provided operation support for a wide range of business applications on IBM, Unisys, and UNIX
platforms.
United States Marine Corps Camp LeJeune, NC 1997 2001
System Administrator
- Maintained, repaired & upgraded; an intricate network of desktop computers and servers by means of
LAN and Satellite as an enlisted member of the Marines Finance and Accounting Unit 2nd Force
Support Services Group.
- Created and implemented ways for Marine Force Atlantic to request pay adjustments or research travel
and payroll data at will using web-based technology.
- Trained, evaluated, promoted and discharged workers.
- Analyzed/ reviewed programs in order to increase operating efficiency and adapt program to new
requirements.
- Maintained disbursing records and produced reports to the commanding officer of the East Coast
Finance & Accounting Unit.
EDUCATION
Certificate, Security Plus, 2011
Prometrics Richmond, VA
Certificate, CISCO CCNA - 2007
Prometrics Richmond, VA
Cisco Certified Network Associate Certificate, MCSE – 2007
Prometrics Richmond, VA
Microsoft Certified Systems Engineer Server 2003
Certificate, Interconnecting Information Technology Systems - 2005
VITA Richmond, VA
Computer Security Division National Institute of Standards and Technology
Certificate, MCSE – 2002
Microsoft Certified Systems Engineer – 2000 Advance Server Track/ A+ Certified
Solid Computer Decisions Richmond, VA
Bachelor of Science, Computer Information Systems – May 2002
East Carolina University - Wilmington, NC
Certificate – Advance Computer System/ Intranet Technologies – 1999
Marine Corps Service Support Schools,
Camp LeJeune, NC
AWARDS
US Navy, Marine Corps Base Camp LeJune
United States Navy Good Conduct Medal for having a successfully completed 4 years of military service. 1997-2001
References made available upon request
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