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IT Field Technical Support

Cornelius, North Carolina, United States
August 30, 2018

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Mark Gerhardt

**** ******** ******* **.

Cornelius, NC 28031



To obtain a career position at a company which will offer opportunity for advancement as well as continued growth in the Information Technology field


Lead IT Field Technician with Rite Aid / Eckerd Drug / IBM 7/98 to Present

Lead technician for assigned geographical area, responsible for support and training of southeast regional field techs covering 330 stores. Plan, coordinate, and track IT related projects to completion, installation of all IT related equipment in new and relocation stores, as well as remodels, scheduling, ordering supplies, maintaining accurate parts inventories, assist with daily service tickets to meet SLA requirements which include troubleshooting any servers, desktop workstations, laser printers, WAN/LAN connectivity issues, Script-Pro dispensing units, all peripheral equipment such as motorola RF inventory guns, scanners, displays, keyboards, tablets, routers, hubs, firewalls and switches.

Field Technician with Abacus Business Computers 6/97 to 7/98

Setup, installation, and repair of Aloha P.O.S. touch screen systems. Software phone support as well as hardware field support. Build, repair, and test PC’s for company or customer use. Setup and troubleshoot Windows NT/95 networks.

Microsoft Network Support Professional with MCI Corporation 5/96 to 5/97

Handle inbound support calls for Microsoft Network members. Resolve any connection problems, handle billing issues, change subscription plans, setup access numbers and connection settings, Internet navigation and procedures, e-mail and chat room questions.

Installation Manager with Micro Data 10/95 to 5/96

Complete installation of voice and data cable. Configure material lists required to complete jobs and schedule installation and crew.

Hardware Support Manager with Abacus Business Computers 2/93 to 10/95

Responsible for support of all customer related issues, including phone support, on-line support, and on site field support. Also responsible for all hardware repairs and parts ordering to complete repairs, as well as new equipment ordering, setup and testing, software installation, network setup, modem installation, and printer setup. Also responsible for all after hours support issues.

Service Technician with Apollo Business Machines 3/91 to 2/93

Repair, program, and installation of copiers, fax machines, printers, cash registers, and computers. Place parts orders, and customer support of all related products.


United Electronics Institute Associate of Science in Electronics Technology


Factory trained on Script-Pro robotic dispensing systems

Knowledge of all Windows platforms, Microsoft Office, SCO Unix, Peregrine Service Center, ServiceNow

Installation and repair of IBM and NCR POS Systems and peripherals as well as POS servers, desktop workstations, Motorola/Symbol RF units, tablets

Troubleshooting and repair of all Lexmark laser printers - Lexmark Certified

Knowledge of WAN’s, LAN’s, TCPIP, hubs, routers, firewalls, and switches

Dell 2900, T410, R430 and Lenovo Servers

Territory and project management

Parts accounting and ordering / inventory control

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