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Application Technical Support/Tester

Clayton, North Carolina, United States
November 28, 2018

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Louis D. Peaks

*** ****** ******** *****

Clayton, NC 27527




A multifaceted, efficient & reliable professional with 15+ years of IT experience supporting software, hardware along with great customer support and troubleshooting skills. Proficient in Windows and Mac environments, standard windows office desktop software, and C++ code development applications. Possess excellent interpersonal, phone and digital communication skills. A sharp articulate professional with strong organizational skills. Work very well with others as well as independently and look forward to becoming part of an organization that will offer an opportunity for professional development in the IT field as a Database or System Administrator.


Hardware: Environments: Languages: Software/Applications:

PC Repair\Upgrade Windows/Windows Server C++ Microsoft Office Suite


TCP/IP MES 5.5 OOP Lotus Notes

Ethernet/Fast Ethernet IBM Mainframe\TN3270 Java Call Tracking\Remedy\NetSuite

Cisco Routers Linux SAS HPE ALM

SQL Developer COBOL Norton Ghost/Imaging

PowerShell Scripting SCCM


Technical Support Analyst/Application Tester


May 2016 - Present

Research, troubleshoot and resolve system and equipment problems.

Answer customer questions on web-based and server-based NC FAST automated processes.

Assist development staff with planning, design, testing, training, and implementation of new NC FAST modules/ enhancements as needed.

Coordinate with NC FAST second level of support including incident ticket creation, problem tracking, taking ownership of the problem, and following up with the end user.

Monitor the database and transaction activity with the use of VM Ware creating instances in Linux and Windows environments.

Assist with and resolve 250-350 calls and emails per day using the State's incident management system (currently Remedy).

Provide technical assistance to DHHS customers in support of NC FAST and the interaction with the systems that interface with NC FAST, which may include the mainframe systems that support social services program eligibility and benefit delivery/tracking

Provide MAC/Windows 7 and 10 technical support to end users via telephone and ticketing system.

Interpret business requirements/user stories to create all-inclusive test case scenarios.

Create test cases to meet functional, integration, system, regression and performance test phases, and document test case results.

Assist NC FAST users that include county, state and regional staff with operating and system problems related to NC FAST functionality and performance.

Technical Support

JBA International LLC

April 2016 – May 2016

Provided desktop and software troubleshooting/administration working closely with senior members of the department to learn and build their software, hardware, and troubleshooting skills/knowledge.

Provided full service/first contact resolution of technical problems in a fast paced, team-orientated environment.

Created/updated/closed incident tickets using Service Desk Express system.

Completed Windows/Mac Migration that consisted of mobile phone support, network drive mapping, network printer setup, and AD group policy permission configuration.

Maintained accurate inventory of all desktop and printing equipment as assigned.

Diligently and consistently followed departmental and organizational policies and procedures.

Performed out-of-the-box pc/laptop imaging via local network.

Technical Support Operations Technician


Apr 2007 - Present

Work independently with customer and vendors to resolve problems and implement solutions.

Consult with customers in the design and implementation of customer architectures.

Assist the customer in the physical layout and installation of their equipment in vXchnge’s secure cabinets installing in-console updates using configuration manager (SCCM) tool.

Provide Tier 1/2 support to customers. Ensure customer installations are in accordance with standard procedures and Service Level Agreements.

Develop, maintain, and manage relationships with assigned customers.

Respond to alarms in accordance with department procedures.

Escalate issues quickly and efficiently to solve problems within vXchnge’s Service Level Agreement requirements.

Issue trouble tickets when necessary. Maintain detailed logs and notebooks regarding customer applications, security, and operational readiness.

Assist the Systems Engineer and Account Representatives, when necessary, in the sales process.

Direct customer contact, explaining vXchnge operational structure and abilities, product demonstrations.

Provide Audio/Video support/monitoring using CCTV application and multiple cameras installed throughout the facility.

Manage facility support systems (HVAC, electrical, etc.) that sometimes require liaison with the appropriate vendor.

Assist Manager in maintaining Facility Maintenance Log and perform in-house preventative maintenance work orders.

Technical Support Lead/Senior Associate


Nov 2004-Nov 2006

Provided prompt and courteous senior level technical support to both retailers and field representatives regarding hardware and software needs for our internal software applications.

Supported 1k+ desktops, 20+ servers for customers/field reps with software installations & configuration.

Maintained appropriate records required including problem determination, action taken, computer utilization logs, and other data to ensure the highest level of service.

Analyzed and developed innovative resolutions for complex problems involving availability and/or performance at the component level; initiated a help line incident report, took corrective action or sought assistance from systems programmer.

Evaluated and conducted additional analysis of incident reports to identify recurring problems; made recommendations to reduce incidents.

Acted as a liaison between the internal software development team and retailers/field representatives to ensure that expectations are being met.

Provided continuous feedback between software developers and operations team on issues and enchantments related to our internal software.

Utilized configuration management (SCCM) tool to install in-console updates, manage operating system images and installers, and deploy software updates as well as system compliance (Patch Management).

Provided QA test technician and ISP account management.

Independently installed, tested, and implemented complex component-level changes within the technology infrastructure and pre-configured Accupay terminals for distribution to retailers/field representatives.

Customer Service Representative Level I


May 2003-Nov 2004

Operated Phone Support System.

Resolved customer inquiries received via phone, email, or claim.

Diagnosed, resolved, and communicated resolutions under direct supervision.

Delivered consistently excellent customer service over the phone and in writing, navigating systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries.

Documented problem resolution and customer contact.

Researched and diagnosed customer disputes and identifying the most efficient means to resolve them to the satisfaction of the company, the sponsor, and the subscriber.

Provided cross-training and support assistance to meet and exceed performance, customer satisfaction, and service level goals.

Provided follow up as needed on customer inquiries to ensure resolution satisfies customers and meets all internal expectations.

Provided daily troubleshooting of PC, printer, Accupay terminal and CheckfreePay (Win/DOS) applications.

Documented all calls using call tracking system and assign next level calls to proper support team.

System Support Specialist

The Durham Herald Company

June 2001-October 2001

Coordinated Help Desk focus for company PC/network users.

Performed basic administrative tasks, adding users, implementing necessary security/firewall concepts and rules.

Configured, installed and set up new PCs.

Configured and installed PCs refurbished by Tech Services.

Supported New Media efforts through systems/network design effort.

Assisted departments in assessing and meeting individual user training needs.

Organized PC software and hardware inventory.

Maintained an acceptable level of expertise on network applications.

Coordinated network cross training for MIS staff.

Administered in Windows NT Server and 2k Server Environments

Maintained and Administered Exchange Server 5.5 using Outlook 2k for company email.

Installed network equipment such as 3Com Switches and Hubs.

Used configuration manager (SCCM) tool to deploy software updates.

Managed Client-Server software in a large-scale enterprise environment.

Information Technology Technician/

Computer Operator

Duke University Medical Center

August 1998-February 2001

Operated and monitored computer systems via TN3270 emulator that process data to solve engineering, scientific, medical or business problems.

Observed peripheral equipment and error messages displayed on monitor of terminal to detect faulty output or machine stoppage.

Determined equipment set-up required.

Mounted tapes or discs on designated units for operating runs.

Operated peripheral equipment as required.

Monitored systems via TN3270 emulator ensuring performance efficiency within company guidelines and operational procedures.

Provided end-user support on a variety of issues.

Performed technical and analytical support to all departments.

Observed computer console via TN3270 emulator, tape units and action of auxiliary equipment adjusting when required.

Identified, researched, and resolved technical issues.

Responded to telephone calls, emails, and personnel request for technical support.

Tracked and monitored problems using Remedy Ticketing system to insure a timely resolution.

Computer Technician I

Duke University Medical Center

January 1991-August 1998

Operated the computer print room.

Distributed reports to users.

Replaced malfunctioning CRT’s and printers with a spare unit.

Performed routine maintenance.

Was responsible for bursting of reports.

Analytical and technical support to all departments.

Was responsible for hospital mainframe.

Assisted with console monitoring and tape management via TN3270 emulator.


North Carolina Central University 2016

BS Degree - Computer Science Durham, NC

Hardbarger Junior College-School of Business 1990

AS Degree - Computer Science Raleigh, NC

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