Technician Support Specialist

Richard Edmondson

**** ********** **** ***** ( Duluth, GA 30096 ( C: 404-***-**** (

*******@*****.***

~ Technical Support Specialist ~

C

ertified Network Administrator. Possess an in-depth understanding of how to

recreate and resolve software/hardware and Cisco network issues for local

and remote users. Innovative, forward thinking technician with 9 years of

expertise in servicing and maintaining servers and supporting technology.

Excellent ability to collaborate cross-departmentally in the implementation

of new and enhanced processes. Rich mix of technical leadership abilities

have resulted in a 90% SLA achievement.

( Certified: PC Services & Repair Technician ( SLA Management/Remedy Ticketing

( Hardware/Software Problem Resolution (Upgrade/ Replacement Procedures

( System Error Logs/Incident Management ( VoIP Technology/ISP Tech Support

( Customized Application Configuration ( Team Collaboration & Synergy

Building

Primerica Financial Services (2005 - Present)

Duluth, GA

Lead Technician - Technical Operations

. Provide Tier II network service and support for 30+ users; perform

aggressive hardware, network and server monitoring of IBM mainframes

to ensure 24X7 availability.

. Sustain a 90% SLA for print requests; monitor technology,

hardware/software uptime; deploy applications that effectively align

infrastructure requirements and operating efficiency.

. Configure PCs, maintain dual monitors, scanners, copiers, and

printers; coordinate employee relocations and install software patches

to ensure optimal system availability for end-users.

. Implemented VoIP technology; conducted standard testing routines or

scripts; tested various voice or data equipment such as routers,

switches, hubs, and multi-function switches.

. Monitor Cisco and LAN/WAN networks; install and maintain Internet

connections and user accounts; data backup, archiving and storage for

disaster recovery/business continuity planning.

. Utilize Tivoli Service Manager to track status of data tapes for

network servers; integrating logical partitions (LPARS) software to

scan tapes for mainframe surveillance and performance management.

. Troubleshoot and monitor scheduled jobs and ensure delivery of files

utilizing enterprise monitoring, alerting, and Remedy reporting and

ticket tracking.

. Investigate and resolve workstation, desktop and print issues;

analyze, log, and resolve complex software/hardware failures.

Echosphere, LLC/ DISH Network (2004 -2004) Suwanee, GA

Installer

. Installed and configured digital cable, voice, and high-speed Internet

services for residential DISH equipment for customers throughout

Georgia.

. Diagnosed and repaired digital video recorders, HD and HD/DVR receiver

services and satellite systems; sustained a 90% customer satisfaction

score.

. Performed service upgrades, downgrades, box swaps, installation and

disconnection of digital phone service VoIP, computer networking,

electrical wiring, and satellites.

. Tested, diagnosed and monitored equipment performance and ensured all

established performance standards and service level agreements

were met.

EDUCATION / CERTIFICATIONS / TECHNICAL SKILLS

Gwinnett Technical College:

Certificates: Network Administrator, PC Services & Repair Technician

MS Windows 7/XP Professional, MS Windows Server 2003/2008

COMMUNITY AFFILIATIONS

Volunteer: Gwinnett Habitat for Humanity and Open Hand

Professional Experience

Contact this candidate