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Technical Support Desktop

The Colony, Texas, United States
August 09, 2018

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David L Gray

*** ***** ******* *** ***** Lewisville TX 75057

Phone: 469-***-****

Email Id:

EXPERIENCE SNAPSHOT: 14+ years IT customers support specialist.


Insight Global (Microsoft) – Dallas,TX April 2017 - Present

Field Tech POS Lead

Technical support Team lead for POS deployment for Microsoft project.

Installing Servers hardware updating networking updating POS custom software.

Configuration of Pin Pad, KDS, Bumb bars and networking cabling.

Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits, Restaurants supported Burger King, MCS Departments stores, Starbucks +15 more.

Managed a team of 4 technician to accomplish nightly deployments

Field Nation – Southern Region June 2016 - Present

IT Field Tech General contractor

Five star rating on Field Nation completion rating !

Companies supported Walmart, Chase, Car-max, Regions Bank, American Airline,NCR

Installing network cabling, Networking equipment, PC, software, Switches, Hubs etc

Installing Register Lanes and self check out equipment for Walmart Location

Repairing and troubleshooting POS and ATM equipment

IST Field Service Technician June 2016 - Oct 2016

● Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals

●Documents, maintains, upgrades or replaces hardware and software systems

●Supports and maintains user account information including rights, security and systems groups

●Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed

●Determines and recommends which products or services best fit the customer's' needs

TMX Financial – Dallas,TX July 2015 to January 2016

Technical Support POS Tier I (Contractor)

Technical Support for TMX POS systems for over 600+ locations.

Staying current with system information, changes and updates.

Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; daily duties performing outgoing calls to locations to investigate reported issues, 100% inbound and outbound phone support using effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.

Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.

Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization. Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.

NCR - Fort Worth TX Nov 2014 to April 2015

Technical Support POS Tier II

My position required a self-driven team player, dependable, and demonstrated the ability to manage multiple initiatives including daily, weekly and monthly tasks to support fast food vendors for new install roll-outs.

Expert customer service experience with Windows 7 OS, Microsoft Office products, and Remote desktop support.

This position was 100% phone support for incoming and outgoing assistance on testing and modification of the solution for stability and deployment readiness of NCR Aloha POS systems.

Supported NCR Computer units and customize NCR software applications.

Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.

Dell (AIG) - Fort Worth, TX Nov 2012 to January 2014

Technical Support Analyst

Proficient in handling escalated calls and providing 1st & 2nd Level Technical Support to end-users.

Microsoft Office, VPN Administration, Mcafee virus protection, WIFI troubleshooting.

Maintenance of computer hardware systems and system assembly.

Maintain the assets of PC's and Laptops.

Installation & Configuration of Network printers & Scanner and its basic level of troubleshooting.

Configuring & Managing DNS, DHCP & Active Directory.

Creation and management of Domain and user accounts as well as assign access rights and permission to use internet facility.

Managing & Monitoring Network & Coordinate with Network Tier.

Provided the Remote support & Net meeting support using following software Skype, VNC Server, Bomgar Remote Software, MS Remote Desktop.

Installation of Antivirus, Patches & Updates from Back-end side & front-end.


Degree Computer Science 1987 Northwestern Business College.

Desktop Support Technician (MCDST).

Brain Bench Technical Support Windows 7 Certification 2012.


Operating System: Window XP, Vista, Win 7/10, Linux Ubuntu, Bomgar, MS DOS, 2000, 2003 & 2008 R2.

Hardware Skills: WIFI modems, PC assembling, Formatting, Partition, drivers Installation, windows 98, 2000 professional, XP professional.

Others POS Aloha Technical support, ACCESS / SQL data management, Assembling & Troubleshooting of PC's & Laptops, Home WIFI setup,Windows Update & antivirus, Installation & Troubleshooting of operating system's, Administration of MS Office suites and troubleshooting, Configuration & management of DNS, DHCP & Active Directory Installation.

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