David Knight Resume 214-***-**** ad4vo5@r.postjobfree.com Pg 1of 2

DAVID KNIGHT

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

Waddell Arizona 85355

Cell: 214-***-****

e-mail: ad4vo5@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/dknight2/

Summary:

Quality minded, Certified IT Professional with over 24 years’ experience in NOC, Call Center, Desktop and Deskside support: installing, configuring, and troubleshooting both hardware and software. Client base ranges from executives to end users. Skilled at fostering long-term business relationships while mapping short and long-term value. Active in keeping current with technology through continued education and seminars. Quickly adapts to frequent changes in the workplace. Works well with limited supervision, or in a team environment. TECHNICAL SKILLS:

• Operating Systems: Windows, 98, XP, Vista, 7 and 10; Windows Server 2000, 2003, 2010

• Hardware: Dell, HP, IBM, Acer etc. PC’s and Laptops; Installing and configuring Xerox, HP and Epson Printers.

• Applications: Sales Force, Genesis, NEOS Remedy, Service Now, JIRA, NCR Back Office, Command Center, Support Ready, Microsoft Office Suite, Silverlight, Virtual PC, S-Tools, SCCM, PC Anywhere, Putty, Citrix XenApp 6.5, Norton Ghost, and QuickBooks CERTIFICATIONS:

Comp TIA : A+, Network+, Security+

Microsoft : MCSA, MCP, MOUS

EMPLOYMENT:

NCR Corporation 12/2014 – 12/2023

Fort Worth, TX

Software Specialist Level III (NBO Specialist)/Supervisor/Trainer Project: Wingstop

• Monitoring, advising, and assisting 200+ international agents with troubleshooting, call management, escalation, and team building. Answering supervisor calls, coordinating remote office and field service agents to assist customers for call resolution. Delegating tasks such as Queue management, customer callbacks and escalations. Responding to inbound inquiries via email, text and phone regarding incident status and process improvement. Coaching agents and coworkers in areas of customer service, resource navigation and investigative troubleshooting skills.

• Installed and configure Aloha/NCR products, such as Aloha POS solution, Configuration Center and Command Center and ensured the customer's entitlement of services and remotely deliver solutions.

• Evaluated, approved, and routed service requests for: equipment replacement, field service dispatch and programming implementation issues working with offices nationwide; and when appropriate, verify resolution of a customer's issue. Work directly with the customer to understand and/or escalate the problem to the next level as needed.

• Used tools such as Command Center, PC Anywhere or Logmein123 to remotely access customer equipment to diagnose and resolve customer problem; Followed solutions outlined in knowledge database; Verified resolution of problem with the customer; Recorded detailed information into the appropriate tracking system. Review incident history to determine recurring faults to ensure timely and satisfactory resolution of problem.

• Developed curriculum, training materials, tools, and resources for new hire agents; Trained new hire agents both nationally and internationally to provide quality customer support.

• Supported less experienced colleagues on the team through monitoring, mentoring, direct feedback, and knowledge sharing.

• Senior Analyst and primary contact for all things NBO for Wingstop Corporation. Randstad Technologies 09/2012 – Present

Frisco, TX

Command Center - Network Operations Center (NOC) Service Desk Project: Fujitsu

• Installing, upgrading, and re-imaging of POS Systems, PC’s, and Kiosks, and installing copy printer software upgrades for hardware specific functionality support using tools such as: CCM, SCCM and PC anywhere.

• Proficient in using S-Tools v.8, CCM Utility, SCCM, PC Anywhere v.12, Remedy, and Putty.

• Used Citrix Terminal for remote client applications. EMPLOYMENT (Continued)

David Knight 214-***-**** ad4vo5@r.postjobfree.com Page 2 of 2

• Oversee upgrade of Cisco routers and switches Layer 2, Layer 3 (Router 2911, 2811) and CISCO Switches (2950, 3560 series), Network connectivity (Wireless, LAN, Ping, Tracert, etc.); and remote support for field technicians.

• Executed Network Diagnostics and various network devices troubleshooting for client.

• Assisted in configuration and troubleshooting of Cisco VoIP phone integration and remediation of switch cutover. Network Field Technician - Installation Project: American Airlines

• Installing Routers and Switches in a 24-7 Center/High Availability Business environment

• Re-wired fiber optic and patch cables.

• Test network connectivity and verify functionality of computers.

• Cable Management.

Advantage Technical Resourcing 04/2011 – Present

Dedham, Ma

IT Field Technician - Hardware Installation Project: Xerox and HP

• Installed new PCs and laptops, data migration to new PC. Verified functionality and integrity of transfer.

• Mapped network drives and installed logical network printers.

• Deployed, installed, and configured physical network printers, copiers, and MFP's

• Relocated servers, installed cabling, etc verified functionality.

• Troubleshoot any unresolved issues and ensured customer satisfaction.

• Used Microsoft Word, Excel, and Silverlight to track projects, hours and documentation.

• Supervised crews of 8-10 workers.

TechSkills - Dallas 06/2011 – 08/2012

Addison, TX 75001

Internship – Instructor Assistant

• Used Active Directory and Norton Ghost to configure, deploy, and install student PC’s; troubleshoot unresolved issues such as software updates including, Java, Adobe, etc., network connections, etc.

• Mapped network drops; assembled network patch cables and re-wired server room.

• Supervised crews of 4-6 workers.

• Assisted students with hands-on labs building PCs from scratch. Answered student questions as needed. TEEMCO Total Energy Engineering and Management Company 04/2010 – 08/2012 Dallas TX

HVAC Automated Controls System Installation Technician MTC Management Training Corporation 05/2005 – 04/2010 Venus, Texas

Education Dept Clerk/Tool Clerk

COMP USA (call center) 09/1999 – 09/2002

Plano, Texas

Quality Assurance/ Tier II Technician/Mentor/Trainer Project: QuickBooks GE TechTeam (call center) 06/1998 – 08/1999

Dallas, Texas

Quality Control/Resource - Tier II Technician Project: CIRCUIT CITY EDUCATION:

Shalom Bible College and Seminary 2010 – Present

Pursuing Bachelor of Divinity GPA 4.0 Credits: 101 Brookhaven Community College 2014 – 2014

Photography – Continuing education GPA 4.0

TechSkills 2010 – 2012

Achieved MCSA, MCP, MOUS, A+, Network+, Security+ GPA 3.8

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