Technical Support Manager

John K. Bartel III

**** * ***** ** ********* Beach, FL 33442

Telephone: 954-***-****

E-Mail: *.*.*.****@*****.***

LinkedIn: https://www.linkedin.com/in/john-bartel-75b86a6a

JB

Objective

To utilize my technical and management skills to accomplish company goals and develop the best performance I can hone to. I would like to implement my innovative ideas, skills and dedication for conquering the tasks ahead.

Summary

A high energy, confident professional with an infectious enthusiasm for technology

Experience

Senior Technical Support Manager, ICRealtime LLC.

Pompano Beach, FL 2007-Present

Directed operations as a Senior Technical Manager for a CCTV/Security solutions manufacturer. Oversaw all technical directives and managed a team of technicians that provided support to their ever growing product and service offering. Assisted in growing the company from six individuals to having over eighty employees.

Accomplishments

●Provide technical support for an expansive array of products and services. Took over twenty-five calls a day. Once promoted, took escalated calls needing managerial and escalated calls

●Identify,develop and provide valuable feedback on new product and services (R&D)

●Oversee all internal I.T initiatives

Managed infrastructure projects (VoIP upgrades, Netsuite CRM roll out and various computer/server upgrades)

Installed/supported managed switches (Dell/Cisco), routers (Watchguard/Sonicwall) and all desktop/laptops (Mac/Windows)

●Develop and implement technical aspects of organization, structure and procedures for all departments

●Collaborate with other department heads to assist and strategize the advancement of supporting company based projects to advance the growth

●Hire, train and continued to advise/review all technical staff members

●Wrote technical white papers, ‘how-to’ notes, walkthroughs and manuals for hardware, software and various other services

●Provide insight to help pinpoint efficiency issues with providing resolutions and case studies from previous experiences in managing a technical team

●Client and partner based training on products/services in person and over telepresence applications. Trained upwards to fifty plus individuals in one class

●Utilize Redmine and Netsuite to track and following changes to software and hardware issues. Reported back to different factory engineering teams from tests done to resolve tickets in the different platforms.

●Worked with our overseas factories engineering and R&D teams to help provide QoL assistance to our ever growing line of hardware and software

Technical Support Engineer, Countwise LLC.

Sunrise, FL 2005-2007

Provided support for a small but aggressive start up company that provided analytical data based on human behavior that directly targeted medium to enterprise retail companies (Adidas, Harverties, Lord & Taylor, etc)

Accomplishments

●Hand made the small networkable devices that were installed at the stores to help provide people traffic in and out of the retail stores. Precision craft was necessary due to the sensitive PCB boards

●Pre-test and configured all counting devices to be installed at the retail stores. Utilized serial (RS232), SSH and Telnet communication to send particular configurations based on the client’s needs. Assure devices were properly inventoried in to our SKU tracking program

●Traveled across mainland U.S to assist with installations when a large number of orders were made. Ran twisted pair wiring for serial/Ethernet based connectivity when needed. Managed projects when an installer was provided for the job sites to assure devices were accurately working

●Wrote technical ‘how-to’ notes and manuals for hardware/software operations. Kept up with revisions when needed and assured clientele were informed

●Provided previous expertise in setting up a complete support ticketing system for internal and external responsiveness on issues related to our services

Support Technician, Cyber Doctors LLC.

Aventura, Florida 2004-2005

A technological consulting company who serviced small to medium sized companies. Provided services ranging from maintaining already setup computing networks or supporting all technological direction for new companies just starting out.

Accomplishments

●Traveled to offices and homes of our contracted clients to service and provide solutions to a variety of issues geared towards Microsoft/Apple/Linux and other random based devices and software

●Used remote software (LogMeIn / Microsoft RDP) to access network resources and to continue to upkeep by providing upgrades to software.

●Managed a work bench at the company’s office where I had to keep tools, both hardware and software, organized and up-to-date based on current trends in the company’s needs.

Provided suggestions to add new equipment to the benches to better assist in troubleshooting hardware we received from clients

Sole responsible for keeping inventory in check and to keep everything in check

●Created personable and endearing relationships with our clients to continue excellent support and customer satisfaction

Support Technician and Consultant, Intermakers Inc.

Aventura, Florida 2002-2004

A startup company that provided I.T and consulting services from small to medium sized companies. They often provided contract based relationships like managing site-wide technology efforts and services such as large network/PC roll outs. Often took over contracts from other companies providing I.T support due to going out of business or they simply couldn’t handle their needs.

Accomplishments

●Traveled to offices and homes of our contracted clients to service and provide solutions to a variety of issues to do with Windows and OSX/iOS devices/software

●Managed accounts and logged communication/site visits

●Setup and up kept work benches needed for various hardware troubleshooting. Physically brought back client equipment from job sites needing to have upgrades, testing and examinations done to them on the benches.

Kept detailed logs of progress of the equipment and informed clients of the status

●Assisted in ordering new equipment/software needed for clients. While at sites, provided valuable insight from my experiences and gave opinions on upgrading mission critical equipment at the job sites.

●Communicated over the phone with clients needing immediate attention to urgent issues before needing to physically be at the site

Education

Coral Springs Charter High School

Highschool Diploma (Business // 3.6 GPA) 1999-2002

Broward College

A.A (Computer Engineering) 2002-2004

Keiser University

MCSA 2005-2006

ITT Technical Institute

A.A (Computer Engineering) 2004-2006

Skills & Certifications

●CompTIA A+ (Code: SXC8Y1BJT1FE228V)

●CompTIA Network + (Code: LCQ74QVB9NQQSPM5)

●CompTIA Security + (Code: D411DQWMTEV41NJ3)

●MCPS - 70-290 (Windows 2003 Server) / 70-270 (Windows XP)

●Savant: CORE Integration

●Networking Knowledge:

TCP/IP IPV4/IPV6, UDP, VoIP (Polycom/Cisco Hardware), Wireless (802.11, Bluetooth v2.0-4.2), FTP/NAS, SMTP, SNMP

●Hardware Experience:

Built Personal Computers since 1996 for my own use and for customers

■Upgraded RAM, GPUs, CPUs, MoBo, Controller cards

■Rebuilt laptop components such as LCD/LED monitors, MoBos, Wireless modules

Watchguard Firewall/Network Appliances

■Purchased, installed and managed. Assured proper policies were in place such as QoS, VPNs to branch offices and policy creation

Upgraded RAM, GPUs, CPUs, MoBo, Controller Cards

iMac Apple Powerbooks, G5 to Retina, Airport Extremes

Meraki (Cisco) Wireless Access Points

Surveillance Recorders/Analog/IP Camera: Dahua, Hikvision, Axis, Panasonic

● Operating System Experience:

Microsoft Windows: XP, 7, 8, 10, Server 2003-2012

Linux (Distros): Ubuntu, Red Hat, OpenSuse

Mac: OS X 10, iOS 8-10 Beta

Android: Gingerbread (v2.3) to Lollipop (v5.0)

●Software Experience:

Netsuite (CRM): Assisted in managing deployment, administered and lead development projects with certain aspects of integration with other technologies

Various router management client and interfaces: Watchguard, Netgear, Linksys, OpenWRT, TomatoUSB, D-Link, Asus, SonicWall, Pakedge

E-mail / Production: Goldmine, Thunderbird, Microsoft Office (2010-2016) - Outlook, Word, Excel, Visio, Power Point

Surveillance VMS: Dahua, Axis, Panasonic, Milestone, Genetec, OnSSI

References

Available upon request.

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