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Support Engineer

Raleigh, NC
October 22, 2018

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Logan Mercer

**** ******* ****** ***** *-Mail:

Raleigh, NC 27616 Phone: 919-***-****


Staples, Chapel Hill, NC April 2018 - September 2018 Certified IT Support Technician

• Provided software compatibility, data recovery, and security support for end-user desktop environments, including Windows XP, 7, 8 and 10 and Mac OS; expert with systems involving custom hardware and software configurations

• Provided remote support for small businesses and private entities on a rolling contractual basis

• Perfect customer case history; precisely follows established procedures and protocols

• Responsible for adapting existing processes and procedures for evolving technology

• Provided training and mentorship to junior members of the technical support division in nuanced or otherwise difficult support cases

• Thouroghly familiar with both the YETI and OMS service desk ticketing systems

• Responsible for Root Cause Analysis, solution engineering, and component ordering of incoming support tickets

• Responsible for performing end-of-life procedures on recieved PC and mobile assets as appropriate

• Capable of basic network support including routers, firewall, and switches.

• Troubleshot basic network connectivity.

Independent Contractor, Raleigh-Durham, NC September 2017 - May 2018 IT Systems Support, Installer, Engineer

• Designed, built, and installed a number of new systems across a number of OSes and with a variety of budgets

• Provided cross-platform data migration and systems integration support

• Proficient at old-school manual malware removal where backups are compromised or don’t exist

• Provided user training on an ongoing basis for security and productivity applications Skills

• Power-user in Windows 7, 8, and 10

• Capable with Microsoft Office 365 products

• Proficient user of a number of Ubuntu and Debian based linux distros

• Familiar with embedded systems and related specialized software

• Adept PCB repairman; familiar with soldering best-practices and soldering of SMDs

• Expertise in interrelated hardware, driver, software issues

• Diverse knowledge of the internals of both current and discontinued devices

• Task automation, including macros, bash scripts, and batch files

• Collaboration and version control tools, including Git and Subversion

• Printer set up and support, including networked installations

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