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IT Support

Charlotte, North Carolina, United States
August 13, 2018

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Salisbury, NC *****



Technical Support Analyst with a Secret Security Clearance offering 9 years of proven experience Information Technology support. Accomplished measurable results in the operations IT Service Desk. Possess a comprehensive background in Computer Concepts, PC Hardware, Web Development / Authoring Tools, Network Administration derived from military and civilian industry. Demonstrated record of exceptional performance standards and customer satisfaction with the ability to engage in collaborative communication with persons from diverse backgrounds. Possess extensive knowledge in system diagnosis, troubleshooting, and customer support; basic knowledge in digitizing, modifying G Code and AutoCAD.

TCP IP Subnetting

Routers Switches

Mechanical Electrical

Remedy Ticketing System

Line Installation

IT Service Management

Wiring Techniques

Ticket Remedy System

Communication Security


CompTIA Network +, CCNA Security Army Skillport - Pursuing

Microsoft Office Specialist on Microsoft Office 2013 Associate of Applied Science in Computer Applications and Programming Kings College in Charlotte, NC


Programming Languages: Microsoft Visual Basic, C++, Visual C+, Java Computer Applications: Microsoft Office Suite (Access, Word, Excel), Front Page Operating Systems: Microsoft Windows 2000, NT, XP, Windows 7, Linux, UNIX PROFESSIONAL EXPERIENCE

United States Army National Guard – Charlotte, NC 2016 – Present Signal Support Specialist

Managed, maintained, and operated radio communications systems, satellite communications systems, and computer network equipment; maintained accountability of over $12M of organizational equipment and property with no losses or damage

Supervised the installation, operation, and maintenance of both automations and communications equipment; provided hands-on training in classroom and field environments for various communications systems

Trained more than 100 personnel on the proper use and application of secure PDAs, programming laptops, and encrypted network devices through interactive hands on training, resulting in consistent success during real world situations

One Stop Computer Repair – Salisbury, NC 2013 – Present Owner / Operator

Consulted with customers and built custom desktops within customer’s budget and time-frame

Troubleshoot hardware and software issues, installed and configured operating systems, repaired laptops and desktops, removed viruses and data recovery with 100% customer satisfaction McKenzie Sports Products – Salisbury, NC 2008 – Present IT Support / Help Desk

Monitored and responded quickly to requests received through trouble ticket system, maintaining customer satisfaction

Required to work under minimum supervision as the help desk analysts to maintain Server Room, maintain and setup Cisco Switches and Wireless Access Points

CNC Programmer / Operator

Managed quality and number of products that met production demands under budget constraint; operated a KOMO and SHODA CNC router, using Fanuc software, nesting programs for all shifts using Sigma nest

Regained and repaired machine tools, cleaned and maintained routers; operated a 6 spindle, twin table Shoda Fanuc router with AlphaCam Software, to customize wood panels

Provided new ideas to the Production Manager, that were implemented; improving efficiency and rate of production by 25%

Kilpatrick Irrigation & Landscape Products – Naples, FL 2005 – 2007 Inside Sales Representative

Surpassed the minimum of 33 calls per an 8-hour period by 40% resulting in doubling sales quota

Assisted in maintaining computer software, hardware and networks throughout 10 stores

Supervised and trained employees on sales techniques and performance that increased profits by 10% annually

Processed account payments and updated shipping comments that improved customer service; earned a bonus after 6 months

Operated forklift to assemble customer orders; performed inventory control that prevented incorrect shipment and physical inventory discrepancies


Landscaper Ken Lesley’s Landscaping, Gold Hill, NC 2005 Store Manager National Discount Nutrition, Clayton, NC 2004 – 2005

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