Gregory Irby

Marietta, GA. *****

Level III Technical Support Lead

Specializing in PC support, Computer Operations., Extensive Printer Repair, New printer installations, Setup, and connectivity to workstations. Setting up Printers via Print Servers as well as IP printing. Network Support, Wireless NIC Configuration. Windows 10 Migration Projects

Advance understanding of DNS, TCP/IP, DHCP, FTP, and VPN. Cisco Remote sessions, Also experience with all Norton Products, Windows 95, 98, NT 4.0, XP, Windows 7, windows 8.1, Server OS’s, Office Suites 2010, 2013, 2016, and Office 365, Configuration of MS Outlook 2010, 2013, and Outlook 365 Clients. Remedy Call Center, HP Desktop, and Help Star, and now Footprints.

Five years of Level II and Level III Client support using Knowledge pages and Active Directory for the domain. BCM and Novell, Bomgar,

Intermediate knowledge and understanding of ITIL processes for best usage for service desk job support. Security group additions for end users.

Over ten years of Day to day experience using data center monitoring tools like SCCM, Solarwinds, PRTG, Zabbix etc.

HP Help Desk remote resolution tools, Extensive knowledge of SCCM for software distribution Remote access, asset maintenance, and Microsoft Support Center tools.

Over ten years of experience in the IT industry, including seven years of award winning customer service performance; consistently maintaining a track record of meeting or exceeding established goals, objectives, and matrices.

Strong verbal and written communication skills and specialized skills in Microsoft Office Products (Word, Excel, PowerPoint, Access, and Outlook). High Aptitude and problem resolving skills.

SMP Motherson Automotive Level III Support Lead

09/20/2022 – Present

Level 3 support for Plant employees

Cybersecurity, and Compliance official support

Asset management and Software compliance

Documentation for Knowledge bases Network Support

Cisco Switches Management Console support Configuration Manager

Software Center and SCCM Admin Azure Active Directory

Morton/Advance Auto Parts: Technology Support Advocate

09/20/2021 – 06/27/2022

In this position we supported the new store openings across the country

I provided the Management, VP of Operations, District Mgr s. Specific

reports of the operations Status of the New store opening, and supported,

any and all issues outstanding. For 7 days after opening for every

store.

INSPIRE BRANDS/ Intersect, Sandy Springs, Ga. Dec 2019 – Sept. 2021

Service Desk Support Specialist

Technical and Store Support for POS systems for Arby’s Restaurants

Using Remedy for Support tickets, Landesk for Remote PAR POS support

Cisco Meraki Software for Switch Monitoring, Verifone Support Software for

monitoring Credit Card processing equipment. Workday support, Corporate User

Hardware, Printer, and Kitchen video system support, including SiteSage support

We utilized Cisco IP Communication Software, Cisco Jaber, and Cisco Anyconnect for VPN connections. We also used, Skype for Business, and Webex for remote access and conferencing Teams and all other Microsoft Office Software support. Active Directory Administrator

Ciox Health, Alpharetta, Ga. April 2019 – Oct 2019

Desktop Operations Group

Contract role of a Tech Support Provider onsite in Alpharetta, ga.

Building the OS on Dell desktops and Laptops for Medical Records processing

Support of Remote systems at Medical Records facilities across America.

Using SCCM Webex, and AD Manager for remote support, and Healthsource support Smartlink, and building systems for Windows 10 Office 365, as well as Outlook 365, and the configuration of and support Windows 10 migration. Using Service Now for the

CBS Corporate, Dunwoody, Ga. Nov 2018 – Feb 2019

Technical Serviced Desk support Specialist, Using Service Now, Active Directory, provided support for CBS Corp, CBS interactive, Showtime, and Various shows implemented or owned subsidiaries of CBS. AD account creations, password resets, Group account creations, Exchange Server email account creations, and mobile email account additions to Air watch, and to the OU for the division served. Microsoft Office 365 including troubleshooting of Outlook 365 accounts at the End user level. VPN account implementation, creation and client installation of Pulse, Cisco any connect, for Remote users.

National Vision Inc. Duluth Ga Aug 2015 – Sept. 2018 Help Desk Technical Support Specialist- In a Novell Zenworks environment utilizing BCM tools for software deployment remote access tools. Footprints for a ticketing system 3 team members and I provided all of the hardware deployment. Software deployment, troubleshooting service, for three call centers Managers workstations, POS workstations and laptops, tablets, and iPads. For over 1000 stores in a billion-dollar company. I supported the deployment of all Laptops, Desktops and perpherals for about 11,000 District Managers, Regional Vice Presidents, and Senior VP’s along with all corp associates, Dr.s’ and Executives. Nationwide. Mainframe AS400 terminal Emulations with IBM

Lend Lease LLC Contract Atlanta, Ga. April 23, 2015 – July 22, 2015

Support Specialist II Remote support tech using Dame ware, Microsoft SCCM

Active Directory Remote Desktop Remedy, Remote printer installation

Configuration of Outlook, IPhone, IPad webmail, VPN Citrix Client configurations

Taking incoming calls documentation of all calls.

Xerox Disney: Orlando, FL. Current Contract Ending Dec 2013- 02/25/2015

Active Directory, Software Admin. Server Admin

Peripheral installation, Software Center, SCCM, Helpdesk.Net

Windows 7 Migration, HP Help Desk remote resolution tools, and Extensive knowledge of MS SCCM, Microsoft Support Center tools. Printer support and installation across Disney property

Eprentise / Raretec Orlando FL- Aug. 2013-Dec-2013

NetworkSupport Technician

Installation of Routers & Switches Server, sand workstations Software, and Hardware troubleshooting, and installation rollouts. Support of internal Data base servers, using Linux. Server admin, and backup

Acquisition and procurement of new technologies, testing, and evaluating topologies, Operating Systems, and software, to assist the Business in Software sales.

Spencer Technologies/Field Nation Atlanta, Ga. July 2011- Aug 2013

Network Administrator

Clients Supported: British Airways, Air Canada, Dollar General, McDonald’s, Taco Bell, & Pizza Hut

Installation of Routers & Switches for the New International Terminal at Hartsfield International Airport.

Installation repair and troubleshooting of PC Hardware at client’s establishments.

Working Help Desk Calls - multitasking high volume call queues, with high and low priority calls.

Installation and repair of AT&T Payment Kiosk, including installation of LCD panels, swapping hard drives, and Mother boards. Server installation of POS systems

Mainframe Operations Software support.

Installation of SQL net within current infrastructure.

Printer Repair (HP, Lexmark, IBM Dell, and Okidata Printers).

Network Routers, Hubs, and Switch Installation

Cat 5e Cable installation capping with RJ-45, installation of Tech plates Punch Down wiring

Prism Point Technologies/Field Nation Atlanta, Ga. March 2011 - July 2011

Technical Support Specialist

Served in Help Desk capacity, for Technician Check-in.

Served as POC for call support

Resolved User Account Issues

J.P. Morgan Chase Travel Position: Washington-Florida February 2009 – March 2011

Lead Technical Specialist

Installation of workstations, and peripherals in Atlanta, Portland, Oregon and Florida.

Lead troubleshooter for various branches, and configuration of Training Rooms, installation of servers, and UPS.

Performed troubleshooting for peripheral device connectivity.

Lead support and configurations for desktop, laptop, and workstations for remote locations.

Installed switches, hubs, and cables for LAN/WAN networks.

Troubleshot, configured, and supported wireless air cards for business partners and internal clients for capturing and connectivity. Mainframe Terminal Emulation

Supported smart phones/PDA’s for internal customers including support of BES for connectivity.

United Airlines World Headquarters Chicago, IL December 2008 – February 2008

Level II Technical Support (Contract)

Printer installation

Installation of Device Driver Files on workstations

Setup of Print-Server Designations for Networked Printers

Level II Technical support of desktop, and Laptop Workstations

Utilization of I-Print utility, for antiquated OS workstations.

Harland-Clarke Lithonia, Ga. August 2007 – November 2007

Level II Technical Support-Technical Service Center

Password resets for Banking Clients on Web based applications

Internal Support for SAP, PeopleSoft, and resets using Active Directory

Siebel resets

Troubleshooting for internal Clients PC, and Laptop issues including VPN Clients

Level II Technical support, and troubleshooting

Warranty Corporation of America Atlanta, Ga. February 2007 – May 2007

Level II Technical Support Representative

Provided warranty support for PC purchases from Office Depot.

Using Windows Vista provided support on both PC units as well as peripherals.

Provided PC Setup and configuration remotely.

Provided OS training to customers.

Insight Global Inc Atlanta, Ga. November 2006 – January 2007

PC/LAN Support / Migration Lead

Migrated workstations from one Domain to another.

SQL net installation/database troubleshooting.

Troubleshooting issues in Windows XP, using Active Directory

Installing drivers for wireless cards for COWS (Computers on wheels).

Troubleshooting Network Management and Device Manager for driver conflicts and other peripheral management.

Selectek Staffing Atlanta, Ga. July 2006 – October 2006

PC Help Desk Support Specialist (Consultant)

Workstation builds, w/ Windows XP Server 2003 and office 2003. Repair of Dell hardware components.

Verified TCP/IP connections, and troubleshot connections to the Hubs, and Routers.

Pulled CAT 5 cable, with the setup of new tech plates.

Remote console setup, as well as RAS, VPN, and VNC.

Kodak Dental Systems Marietta, Ga. September 2005 – June 2006PC Dental Equipment Support Specialist/Level II Technical Support

Technical Support Help Desk Representative For X-Ray Technology, Including Digital Sensor Interfacing With USB Hubs. Electronics Technology Support for Digital Radiography, as well as Panoramic, and Cephalometric Imaging.

Interfacing support for networks in a LAN/WAN environment and Standalone PC Workstations. Trouble shooting digital hardware utilizing voltmeters. Also Using Remote Client Access Methods Such As Pc Anywhere, To Access Client Workstation through IP Methods.

Remote console setup, using RAS, VPN, and VNC

Banctek Support Atlanta, Ga. January 2005 – August 2005Level II Technical Support/ Hardware SupportServiced and upgrade Dell and Lexmark printers for Clients.Configuration, and installation of Windows 2000, and Windows XPInstallation and setup of Office 2000, and Office XP for file sharing to the server Installation of Hardware. Installation of SQL net within current infrastructure.

Pomeroy IT Solutions Hebron, KY. August 2001 – December 2004Level II PC Technical Support Specialist (Team Lead)Provided technical support for ten various companies.Access Logins to Client Servers utilizing Tunnel Terminal Access.Remote Control Support for PC and Networking (LAN/WAN) problem resolution.Utilizing Server 2003 Os, and Novell Netware Client, AS/400 Systems, Network Accounts, as Well as Other Terminal Emulation Programs. Using Remedy Provided Level II and Tier 2 Help Desk Support.

Education, Devry University, 1987-1988

Devry University formally Institute of Technology

Computer Learning Center 1989- Mainframe Computer Operator Certifcation Northwestern University: 1990 Computer Studies Programming

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