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Support Manager

Knightdale, North Carolina, United States
November 13, 2017

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**** ****** ****, *******, ***** Carolina 27591

(919) ***-****


Highly motivated, customer oriented, IT professional with twenty years of strong technical and management competencies ready to be implemented to help improve the business performance of my clients in achieving their strategic business objectives.


•Windows 10, 8.1, 8, 7, Vista, XP, 2000, ME, 98, 95, NT, Mac, Linux, and Unix Operating Systems.

•Active Directory, LANDesk, VPN, TCP\IP, VOIP, Mainframe, Network Security, Novell NetWare, LAN/WAN Servers.

•SQL Server, QuickBooks, A MS Office 07, 10, 2013 & 2016, MS Office 365, MS Visio 2016, MS Outlook Exchange, MS Office Communicator, InContact Softphone,/Desktop Agent, MS Lync, MS Project, MS Notes, OneNote, Oracle, Powershell, ConnectWise, Heat, Footprints, Trackit, Remedy, Mirage VMware, SCCM (System Configuration Manager), Citrix, Impivata OneSign Healthcare Security, Ghost, Dame Ware Remote, Bomgar, GoToMyPC, GotoAssist, Cisco Any-connect, Skype, Skype for Business, WebX, Chatter, Rumba, Norton, Malwarebytes, MacAfee, Avast, Adobe Photoshop, Illustrator, Air Magnet, IPhone, Smartphone, COTS, Macs and Tablet apps.

•Proficient in Wi-Fi, Cat-5 Ethernet, Voice, Digital & Coaxial installation & testing along with fiber experience.


Johnston Community College, Windows 10, Smithfield NC – May 2015 / Windows 7 & 8.1, – January 2012 to May 2012.

Johnston Community College, Associate Degree in Networking Technology, Smithfield NC - August 2007 to December 2009.

Wake Tech Community College, Business Administration, Raleigh NC - May 1992 to December 1992.

Nash Community College, College Transfer Courses, Rocky Mount, NC, - January 1991 to December 1991.

Certifications: MS Certified Desktop Support Technician (MCDST), Cyber Security Support, Windows 7 and 8.1 Setup & Support, Novell Netware Service & Support, A Plus & Hewlett-Packard Printer Certified and Support.

Additional IT classes: Windows 7 and 8.1 Troubleshooting and Support, Network Security, Sales, At-Task Project Management, FootPrints Database Management, Cisco VOIP Setup and Security training, Leadership Development, Coaching for Success and Improvement.

Source2 Inc., Wi-Fi Site Surveyor, UNC Nash General Hospital/UNC Chapel Hill Hospital, Rocky Mt., NC – May 2017 to August 2017.

•Conducted Wi-Fi surveys of each area of the Hospital to determined where Cisco Wi-Fi Access Deployment Points were needed.

•Performed RF (Radio Frequency) Sweep Analysis and RF coverage heat map area sweeps. Deployed new business applications.

•Installments and configuration of Proxium wireless adapters and Air Magnet software on each Windows 10 surveying device.

•Configured AP (Access Point) devices using Putty and Telnet software and reconfigured frequency channels.

•Record & document all site surveyor data of all areas of the hospital into a workbook document for hospital & maintenance review.

Alphanumeric Systems INC., Help Desk Technical Support Analyst, Raleigh, NC – October 2016 to March 2017.

•Responsible for 24/7 remote server monitoring & troubleshooting of hardware, software issues for over 40 companies nationwide.

•Create, escalate & resolve IT problem service desk, tickets using Remedy. Setup group policies. Reset and unlock user accounts.

•Upgrade enterprise software over the network & troubleshoot any database connection issues. Responsible for user/migration data.

•Deployment/installments of Operating Systems, applications, device drivers, components, network protocols & computer hardware.

•Support Client disaster recovery plans, backups and system image recovery procedures. Installed local and network printers.

•Installed and imaged new computers and loaded appropriate software for clients. Created user accounts and made modifications.

TRT Inc., IT Support Technician, (Contract), Wendell, NC – March 2016 to September 2016.

•Installed, setup and tested computer hardware and software. Trained users in using Windows 10 along with remote/ticket software.

•Worked with warehouse, inventory management, deployment & shipping. Assisted with office and logistic policies and duties.

SmartSource Inc., Windows Migration IT Engineer, Sysco US Foods - Smithfield, NC – January 2016 to March 2016.

•Worked with IT team in re-imaging and migrating over 750 computers/laptops from Windows XP to Windows 8.1.

•Setup & tested User Outlook, PST personal email files. Reconfigured IE11 & proxy servers. Backup and restored user profiles.

•Added users to local admin domains/groups and policies. Setup domain, drive and printer mapping.

•Active Directory changes. Tested and installed network program/COTS to and from NAS Servers.

NC Office of Human Resources, Temporary Solutions, NC National Guard Support Technician, Raleigh, NC – Jan. 2015 to Oct. 2015.

•Provided technical and operational support to over 700 on-site Military and Non-Military Personal located at the NC National Guard Joint Forces Military Complex. PC Desktop and printer maintenance and hardware deployment. Inventory documentation.

•Monitor Computer File Server Data Centers, HVAC Stations, Server Chillers, Computer & Boiler Room Centers daily for potential problems. Open, monitored and resolved service work order tickets daily. IT, preventive & emergency maintenance repairs.

•Planned and prepared project cost analysis and calculated project estimates. Conducted facility quality control inspections.

Insight Global Resources, IT Technician for Wake Med & Duke Health Hospital, Raleigh, NC - Sept. 2014 to Jan. 2015.

•Migration of over 1400 computers from Windows XP to Windows 7 for Duke Health Hospital & medical remote locations.

•Worked with Wake Medical & Duke’s Information Service Departments testing “all” computers, printers, scanners, video cams, credit card readers & other computer equipment in preparation for the “Go Live” Epic Medical Records software. (This also involved traveling to all Wake and Duke’s remote hospital locations in and around Wake Co.).

•Remotely pushed software upgrades and fresh copies of Window 7 installs to client computers.

•Worked in the OR, ER, Heart, Children, Spine & Cancer Centers setting up software, user policies, domain, drive and printer mapping. Installed & deployed new medical hardware equipment. Setup & configured Cisco VOIP phones & Cisco software.

•Assisted in updating, completion & closing of hospital’s IT help desk tracking tickets.

•Worked with hospital's IT Inventory management department in tracking all computer hardware.

Red Zone Resources, IT Helpdesk Support Technician, City of Raleigh Municipal Building, NC - Sept. 2013 to July 2014.

•Remote and hands-on client support for VPN, Wireless, Microsoft and Network Apps for Call Center Helpdesk.

•Apple IPhone/Smartphone & tablet support including Outlook Exchange user email setup and activation.

•Active Directory user account creation, activation, password resets, drive and printer mapping. Video Conferencing.

•Remote install, setup and migration of Windows 7 for more the 14,000 employees for the City of Raleigh.

•Provide application, managed services and remote support. Responsible for Laptop & Desktop deployment.

Image Computer Consultants, Desktop Support Technician, Wendell, NC – January 2009 to October 2013.

•Supported IT networks, file servers, print servers, controllers, switches, hubs, email and network user accounts.

•Installed, troubleshoot and trained users on new desktop software applications. Provide on-site desktop and remote support.

•Setup Security backup systems and implemented disaster recovery procedures and protocols.

•Installed digital network security cameras, digital video recorders with remote access and smartphone viewing.

The Cotton Exchange, MS Windows Technician, Wendell, NC – March 2007 to Nov. 2008.

•Installed, setup and upgraded Microsoft and Mac operating systems and applications.

•Worked with team of IT, artists and project managers resolving art production and IT system issues.

Wake County Courthouse, Deputy Clerk of Superior Court/IT Support, Raleigh, NC – July 2005 to May 2006.

•Provided IT desktop support assistance on in-house computer equipment.

•Identified, researched and resolved technical/customer service issues. Installed App. and driver updates.

•Worked on help desk support team. Generated and tracked daily help desk job tickets.

•Assisted NC judges, attorneys and courtroom staff in handling and recording criminal and civil cases.

Paralegal Associates, Office Manager/Desktop Support Technician, Raleigh, NC – February 2004 to July 2005.

•Worked in Law Firm environment. Ran office operations for real estate paralegal law agency.

•Supervised staff employees. Supported all software and hardware IT computer issues.

•Assisted in lawyer/client meetings concerning property titles searches, title closings and legal documentation.

Atlantic Medical Supply Company, Network Support Technician, Wilmington, NC – Feb. 2002 to Feb. 2004.

•Provided hardware/software technical support for IT system network, end users and remote medical supply offices.

•Setup & supported network user email accounts. Maintained daily/weekly backups. Deployment of new computer systems to remote site locations.

•Setup video conferencing. Worked with the company sales team in generating additional sales.

•Trained new users on existing medical and office software applications.

Ciber Information Services, Field Service Manager/Network Engineer, (DMV) Raleigh, NC – April 1997 to Oct. 2001.

•Provided technical support for network servers, computers, printers, scanners, network routers and mainframe controllers for the North Carolina Department of Motor Vehicles. Assisted with testing, deployment and documentation of new computer hardware.

•Supported Novel and Windows NT user accounts, email accounts, wireless mobile communications, voice/IP controllers, DHCP servers and SNA mainframe controllers. Supervised inventory management procedures.

•Assisted with training and support of software applications to over two hundred DMV employees.

•Promoted to a Field Service Manager, with the responsibility of managing and supervising a team of IT engineers.

Bannex Corporation, IT Department Service Manager/Network Technician, Raleigh, NC – March 1995 to April 1997.

Supervised and managed the maintenance of the Novel/Windows NT Servers, and all computer equipment for the First Union Mortgage Center of Raleigh. Conducted team meetings, employee evaluations and salary reviews.

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