Manager Technical Support
Resume:
Loganville, GA *****
**********@***.***
Jonathan Drew Luckie
Experience September 2011 – Present NCR Duluth, GA
DevOps/Cloud Operations
Perform server hardware and software upgrades and general maintenance.
Installation, configuration, and monitoring of test environments needed for testing patches, future
releases, and general troubleshooting of client specific issues.
Work with the Datacenter to ensure team member escalations are properly and promptly handled.
Maintained weekly reports on production environment health and statistics.
Monitored production environments for abnormal operations and find root cause when anomalies
appeared.
Controlled the creation of client specific and generic images that minimized the deployment time of
new digital signage kiosks.
Assist with change control for production environment.
Create technical documentation of the products supported for other team members to use.
Provided training to other team members.
Provided level 3 and 4 support for client escalations that were unresolvable by lower tiers.
Remote Resolution Specialist (Level 3 Support/Team Lead) (Blockbuster Express)
Resolve all escalations from lower tiers.
Constantly worked with the Operations team and Software/Hardware Engineers to create
resolutions for emerging bugs.
Devised a solution that increased network availability from less than 96% to an average of 99.5%
for a fleet of 10,000 kiosks.
Assist field engineers with technical issues for a first dispatch resolution.
Assisted in maintenance of fleet Domain, VPN, and AD accounts.
Automated the configuration of routers and cellular connection of fleet.
Assisted in the development of the process for de-branding and removal of 10,000 kiosks.
Monitored equipment and proactively supported equipment to prevent downtime and dispatches.
Worked with Directors to devise a plan to cut cost on all cellular equipment fleet wide.
Controlled the configuration and distribution of network equipment to the kiosks.
November 2009 – July 2011 Wandering WiFi/AirWatch Atlanta, GA
Assistant Vertical Manager/Technical Support
Created daily reports for down equipment and usage statistics for 2,500 locations.
References are available upon request.
Monitored equipment for trends and created resolutions to minimize equipment downtime.
Delegated callbacks to other technicians in the team for prompt resolutions.
Configured, maintained, and provided support for networking equipment (Modems, Gateways,
Routers, Switches, and Access Points),
Handled vertical escalations in a timely manner.
Maintained less than 4% total pieces of equipment down on average.
October 2007 – October 2009 Sage Lawrenceville, GA
Software Analyst
Studied the software domain and provided software support to CPA professionals.
Provided a logical approach to resolving accounting, software, and hardware technical issues.
Provided the highest level of support to ensure the customer’s issue was resolved based on first
call resolution.
Provided constant input for new knowledgebase articles.
Worked with in-house support desk to provide software support to other technicians.
March 2001 – June 2005 Vector iNetworks Atlanta, GA
Technician
Performed regular maintenance on computer and network equipment.
On site client installation and configuration of PoS terminals and networking equipment.
Provided technical support to clients for hardware, software, and networking related issues.
January 2000 – March 2001 Multisoft Inc. Marietta, GA
Senior Helpdesk Technician
Troubleshoot dialup, DSL, and cable connections for 30+ ISPs.
Provided support for Ricochet 128k wireless internet.
Guidance, training, and supervision to other technicians.
Education 2000–2004 AIU Dunwoody, GA
Information Technology
1997–1999 Herzing College Atlanta, GA
Network Engineering
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