Technical Support Customer Service

Chris Slaughter

980-***-**** **** Pond Court Conover, NC 28613 *****.***********@*****.***

U.S. Navy 1994-2008 U. S. Citizen

Summary of Qualifications:

Helpdesk, troubleshooting, servers, active directory, technical support, software and hardware installations, Security procedures, communication and voice reports, customer service, Microsoft Windows 7, Windows 10, Microsoft Windows Server 2008, Exchange and messaging, Electronic keying, A+,Net+, and Security+ Certified.

Professional Experience:

ACT Professional Solutions, Charlotte, North Carolina, 4/24/23 -- 12/15/23

Information Support Technician

Working on a 6 month Contract with Maersk on imaging MMD laptops for over 1000 users from Pilot in the U.S. and shipping it out to the Pilot remote users and in the offices. Assisting them through teams conference calls on how to set them up and run their applications and updates and ship back their old laptops and desktops back to the Maersk offices so they can be disposed of.

Maersk Line, Charlotte, North Carolina, 05/08/12 – 04/14/23

Information Support Technician

Provide both phone and desk-side support to over 500 internal and external employees to support business operations and deliver IT operational excellence on a daily basis. Utilize Add/Change/Delete Users configuration to provide the highest level of productivity to the business. Log tickets into Remedy, tracking incidents and service requests impacting all users. Provide first contact resolution of technical support issues or escalate to the proper team within the expected service level agreement. Use or audit team standard operating procedures to resolve incidents and service requests. Deliver solutions to effect gains in efficiency for IT objectives. Identify opportunities to reduce costs of technology. Protect Company and User data. Support IT Service delivery to the corporate end user according to service level commitments, corporate policy, corporate standards, and compliance requirements. Deskside services, e.g. PC hardware and operating system, standard applications, printing, telephony, video conferencing, messaging, enterprise applications, remote access, etc. Delivers exemplary customer service and maintains a high level of customer satisfaction. Trains and consults with end users and management regarding IT services. Maintains and produces systems documentation in support of operations. Upgraded users to Windows 10 operating system, and Managed Modern Device (MMD), and assisted in several successful the PC refresh of desktops, laptops and tablets throughout the North America Region. Awarded a letter of recognition on the outstanding work from the Regional IT Account manager for the recovery efforts of the Maersk Virus Attack in June of 2017.

Global Resources/Maersk Line, Charlotte, North Carolina, 02/8/12 – 05/08/12

Deskside Support Analysts

Provide both phone and desk-side support to internal and external employees to support

business operations and deliver IT operational excellence on a daily basis. Utilize

Add/Change/Delete Users configuration to provide the highest level of productivity to the

business. Log tickets into Remedy, tracking incidents and service requests impacting all users.

Provide first contact resolution of technical support issues or escalate to the proper team

within the expected service level agreement. Use or audit team standard operating

procedures to resolve incidents and service requests. Deliver solutions to effect gains in

efficiency for IT objectives. Identify opportunities to reduce costs of technology. Protect

company and User data. Support IT Service delivery to the corporate end user according to

service level commitments, corporate policy, corporate standards, and compliance

requirements. Deskside services, e.g. PC hardware and operating system, standard

applications, printing, telephony, video conferencing, messaging, enterprise applications,

remote access, etc. Delivers exemplary customer service and maintains a high level of

customer satisfaction. Trains and consults with end users and management regarding IT

services. Maintains and produces systems documentation in support of operations.

Insight Global/BASF Chemical, Charlotte, North Carolina, 01/9/12 – 01/25/12

PC Migration Specialist

Responsible for deploying and migrating of 380 Dell desktops and laptops from

Windows XP to Windows 7 working within a team environment at the BASF Chemical

sites. Working closely with the site leads, providing feedback on all migration efforts

which would assist in process and procedure improvement. Maintains, analyzes,

troubleshoots, repairing computer hardware systems, hardware and computer peripherals.

Information Control Systems/Novant Health, Charlotte, North Carolina, 05/11 – 11/11

PC Deployment Technician

Responsible for deploying, migrating, installing, and updates of 2,891 Dell desktops and

Laptops that have Windows XP operating system across a total of 23 Novant Health

Medical Facilities in North and South Carolina as a part of a seven person PC fresh team.

The project manager schedules appropriate time for install entering all areas and with

specific instructions in critical areas throughout major areas of the hospital i.e.

operating room, emergency departments, pharmacies, business units, medical records

and other areas.

Small Disabled Veterans Solutions, Williamsburg, Virginia, 06/10 –08/10

Team Lead, Field Service Technician

Responsible for help support SDV Solutions IT services business with the Federal Government.

Troubleshooting and repair desk side equipment (desktops, laptops and printers) and server

equipment (Dell Power Edge Servers and HP Proliant servers

Unpack new workstation and 2 monitors, pre-stage new PC in designated area.

User migrations and system set up. Packaging software, Windows XP and basic configuration.

Extensive travel to Federal Government client sites for on-site repair and deployments

Install new workstation and 2 new monitors at user’s desk\complete migration procedures

Ensure Attachments is complete\make copy of Attachment Migration Checklist and place original in designated folder and test prints that should be stapled together.

Wipe hard drive after customer sign-off.

Remove old workstation from user’s area to central location designated by DCMA.

Remove trash per DCMA instructions

Team Lead

Review and incorporate any lessons learned from previous sites.

Create new CD’s from the ISO images. Create at minimum 2-3 Migration CD’s, and Updates CD’s per installer.

Prior to going to each site download the site user definition list from the DCMA Sharepoint site

Prior to going to each site download the site summary spread sheet

Prior to going to each site contact HP project manager to get site contact information, hours, and logistics

Prior to going to each site contact the site IT rep and verify the logistics and hours that you received from the HP project manager. If the IT rep indicates that the hours and or logistics are different than what you received from the HP PM please notify the HP PM immediately

Ensure all engineers have a user account and password to use to perform migrations. Contact local IT rep for accounts and passwords. Ensure engineers complete mandatory on-line security awareness training. See local IT rep for details

Ensure all installers have a copy of the Site Prep Checklist.

Single point-of-contact for DCMA IT staff.

Performs installer responsibilities.

Verify with DCMA IT Rep at each location the quantity of PC’s and Monitors that were received. This should match the quantity shipped by HP.If quantity does not match contact.

Prepare Migration Checklists for users scheduled for migration and assign to installers

Chris Slaughter

980-***-**** 4917 Pond Court Conover, NC 28613 chris.slaughter73gmail.com

U.S. Navy 1994-2008 U. S. Citizen

Verify that installers have placed original checklist in designated folder after migration process is completed in order for DCMA IT staff to perform post check.

Ensure that DCMA IT sign-off on each Attachment B.

Place call to HP Support for bad keyboards, mice.

Report any hardware failures (DOA) and installer issues to HP Technician immediately.

Ensure installer returns old workstation\monitors from user’s area to central location designated by DCMA.

Verify that Old PC’s are Disk Wiped after DCMA signs

Complete letter for wiping hard drives. Give original to customer for signature and make copy.

Complete Site Status Report. Give original to customer for signature and make copy.

Ensure Old PC’s and Monitors are staged neatly in room designated by DCMA Site contact

Review Site Sign-Off procedures at the end of this document to ensure all Sign-Off Procedures have been followed.

Fax all paperwork to SDV Headquarters.

Send all cables and CDs turned in by installers to SDV.

Naval Computer Telecommunications Area Master Station, Wahiawa, Hawaii, 01/07-8/08

DMS Administrator, Helpdesk Trouble Ticket Manager

Responsible for network administration connectivity and quality assurance.

Communication and electronic information systems support.

Tracking compliance and assurance support.

Exchange servers, mail list servers, tactical message gateways, active directory, and local directory.

Technical support for global help desk via phone and email.

Commander Carrier Air Wing Five, Atsugi, Japan, 5/04-10/06

ISD Work center Supervisor

Supervised network administration for maintenance, troubleshooting and technical support.

Certified as the carrier air wing five local element communications security custodian.

Trained personnel in security handling procedures.

Responsible for classified and unclassified network operations.

Naval Communications Detachment, Chinhae, Korea, 05/03-05/04

Electronic Keying Material System) Manager

Managed and supervised rapid message delivery

CMS report and circuit outage isolation.

Autodin network, tactical voice circuits and classified and unclassified units.

10 classified and unclassified nodes to U.S. and Republic of Korean units.

Chris Slaughter

980-***-**** 4917 Pond Court Conover, NC 28613 *****.***********@*****.***

U.S. Navy 1994-2008 U. S. Citizen

United States Forces Japan, Yokota Japan, 02/00 – 04/03

Desktop Computer Specialist

Restored United States Forces Japan (USFJ) access to Japanese websites/e-mail. Recruited for global command and control system cross utilization training program, drove migration of global command and control system workstation from SOLARIS to Windows 2000. Innovative approach to C4 configuration of the Joint Operations Center. Designed automated email address book replication system. Applies troubleshooting techniques on a daily basis to solve difficult and complex problems.

Participated in automation project to include the Y2K compliance efforts and commands migration from Windows NT to Windows 2000 and Exchange 2000. Revamping of the classified and unclassified network file servers that reduce the amount of man-hours needed to monitor system performance by 88 percent. Directly responsible for the inventory of all headquarters United States Forces Japan automated data processing equipment, supervised and managed Defense Reutilization and Marketing Service (DRMO) turn in of old computers.

USS John S. McCain, Yokosuka, Japan, 10/97 – 12/99

2nd class Petty Officer Radioman, Facility Control Supervisor

Performed with Radio Communications on Ultra High Frequency, High Frequency, Satellite Communications, and Extremely High Frequency radios and equipment. Handled communications security material up the highest classification. Responsible for managing a five-person watch team and handling all incoming and outgoing voice and data communications for the combatant destroyer ship.

EDUCATION:

Configuring and Troubleshooting Windows 7, 2012

Installing and Configuring Windows 7 Professional, 2012

Security+ 2008, 2010

Configuring and Troubleshooting Windows Server 2008 Enterprise, 2009

Installing and Configuring Windows Server 2008, 2009

Installing, Configuring, and Troubleshooting Windows Vista, 2009

Network+, 2009

A+ IT Technician, 2009

A+ IT Essential, 2009

Defense Messaging System 3.1 for Microsoft Workstation and Windows Server 2003, 2006

Defense Messaging System 3.0 for Microsoft Windows 2000, September 2003

Electronic Keying Material System (EKMS) school, August 2003

Microsoft FrontPage 2000, 2002

Microsoft Windows NT 4.0 Security Systems Administrator from the Defense Information Systems Agency (DISA), 2002

Defense Message Dissemination System (DMDS 5.0), 2001

Implementing MS Windows 2000, 2001

Implementing and Managing MS Exchange 2000, 2001

Microsoft Exchange Concepts & Administration 5.5, 2001

Supporting Microsoft Windows NT 4.0 Core Technologies, 2000

Chris Slaughter

980-***-**** 4917 Pond Court Conover, NC 28613 *****.***********@*****.***

U.S. Navy 1994-2008 U. S. Citizen

MS 828 Deploying & Supporting Microsoft System Management Server 2.0, 2000

Administering Microsoft Windows NT 4.0, 2000

References Available on Request

REFERENCES Mr. Dallas Hill Nixon Inc. Global Service Technical Manager

Phone Number: 760-***-**** ext 9273

Email Address: ***********@*****.***

Reference Type: Professional

Justin N Byrd Novant Health Supervisor EUT Assoicates/Hardware

Phone Number: 336-***-****

Email Address: ******@************.***

Reference Type: Professional

Sean Hogston Blackwatch Networks Chief WiFi Architect

Phone Number: 704-***-****

Email Address: ********@*****.***

Reference Type: Personal

Johnny R. Hand Director of Information Security & Technology Operations

Savannah College of Art and Design

Phone Number: 912-***-****

Email Address: ******.****@*****.***

Reference Type: Professional

Chad Rogers U.S. Navy N31 Fleet Center Division Officer

Phone Number: 757-***-****

Email Address: ****.******@****.***

Reference Type: Professional

Gary Knox CompuCom Site Team Lead

Phone Number: 978-***-****

E-mail Address: *******@*****.***

Reference Type: Professional

Carmelita McNeil Insight Global Site Assistant Team Lead

Phone Number: 704-***-****

E-mail Address: ****************@*****.***

Reference Type: Professional

Dave Ferguson Avanade Inc BHP IT Analyst

Phone Number: 281-***-****

E-mail Address: ************@*****.***

Reference Type: Professional

Harold Dean PCM Inc. Market Service Manager

Phone Number: 732-***-****

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

Reference Type: Professional

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