Technical Support Analyst

Lawis Smith

A multitalented IT professional with 20 years of experience, demonstrating a broad range of skills in Systems Engineering, Administration and Support. Excellent communication skills with technical and non-technical customer’s.

Remedy, PC and MAC platforms, Dell computers, repair HP, Lexmark printer, LAN/WAN, TCP/IP network, Configured LAN network, Network administration, Network engineering, COMP, Active Directory, Windows 2000/XP/7, Windows Server 2000r2/2008r2/2010r2, Office 2016 and Office 365, Service Now Ticketing System

Brooksource\Northside Hospital

Senior Microsystems Field Technician Aug 2021 – May 2024

Works in conjunction with multiple teams within Information Systems and external vendors

Develops and deploys software packages and upgrades for the enterprise.

Responsible for developing, maintaining, and creating technical support documentation for

enterprise-wide desktop/laptop software and hardware standards including image

creation/maintenance and software/hardware selection. Using SharePoint to track Inventory

and communicate for other projects

Lorien Global/Kimberly Clark Mar 2021 – Jul 2021

Technical Specialist (contract)

Evaluating technical programs.

Providing customer support for programs and applications for executives

Troubleshooting technical programs

Maintain composure and customer focus while troubleshooting and solving issues

Reassure customers when delivering product diagnoses and potential solutions

Point of contact for customer follow up and incident management, while maintaining the ticketing system with the definition of the problem, notes and updates logging work performed and resolution

Tek Systems\Kavo Kerr Atlanta, GA Jan 2020- Feb 2021

2D Support Analyst (contract)

Supported Dental offices with their equipment such as x-ray and pano machines

Used Bomgar for remote sessions with end customers and office personnel

Used schematics and wiring diagrams to assist onsite technicians with troubleshooting

Also reinstalled software if needed and installed software on the server if needed

Ordered parts for equipment and also kept up with invoices

Used Ticketing system to keep track of incoming calls

Brooksource\CHOA Atlanta, GA Sept 2019-Jan 2020

Support Analyst (contract)

Provided Technical support to hospital facilities during a Windows 10 migration

Migrated all computers from Windows 7 to Windows 10

Troubleshot all issues after migration and solved any problems with their hardware

Also used Active Directory to assign computers to correct group within the hospital network

All computers were reimaged, so we had to use network protocols to reimage computers

Wipro, Atlanta, GA Aug 2015 – March 2019

Systems Engineer (full time)

Verifying the issue and categorization / prioritization of the incident.

Office 2016 migration to Office 365 companywide for approximately 700 end-users.

Daily Administered, managed and set up Microsoft OS Servers (Windows), Group Policy, Users and accounts in Active Directory.

Used PowerShell scripting to administer and set up accounts to retrieve data.

Supported, maintained and administered Windows Server 2000r2/2008r2/2010r2

Referring KB for workaround / resolution and attempting resolution.

Ticket re-assignment to PRG's if ticket unresolved by L2 (where ever applicable).

Proactive Remedy Queue Management.

Provided Level III support for end users

System Administrator

Configured AirWatch and MDM for End users

AJC, Atlanta, GA Jun 2015 – Aug 2015

Service Tier II (contract)

Serves as second level contact for escalated inquiries and problems.

Resolves complicated customer service issues (i.e. consumer issues, specific program complaints).

Accurately document all actions taken when handling a customer account.

DEXIS, Alpharetta, GA Mar 2007 – Dec 2014

Technical Support I (full-time)

Supported customers on PC and MAC platforms via phone and email.

Over 6 years’ experience supporting dental imaging software/hardware in a call center.

Consistent customer rating of 5 from Go to Assist surveys

. System Administrator

Field Technician for dentist offices also handled break/fixes in field

Kodak Dental Systems, Atlanta, GA Jul 2004 – Apr 2005

Trophy Support (full-time)

Phone support in call center environment.

Supported computer hardware/software on PC and MAC platforms.

Provided network support for PCs and MACs.

System Administrator

Field Technician for dentist offices also handled break/fixes in field

Computer Generated Solutions, Atlanta, GA May 2003 – Oct 2003

Help Desk Analyst (full-time)

Phone support for IBM laptop users.

Resolved hardware and software issues.

Southern Company, Atlanta, GA 2001 - 2002

Computer Specialist (contract)

Format, repair and image Dell computers, repair HP and Lexmark printer.

Resolve NT network problems.

WebMD, Inc., Atlanta, GA 1999 - 2001

Technical Support Analyst II (full-time)

Support of level one technicians.

Support to internal/external customers via internet and phone in Windows environment.

Data master Computers, Atlanta, GA 1998-1999

Technician II/Office Manager (full-time)

Managed front office.

Troubleshoot software and hardware.

Built LAN/WAN networks and custom ordered computers.

Compo Temp Services/ HBO and Company, Atlanta, GA 1998 - 1998

Technician (contract)

Set up TCP/IP network; configured LAN network.

Responsible for network administration and network engineering.

COMP USA, Atlanta, GA 1994 - 1997

Sales Associate (full-time)

Solved customer software and hardware issues.

Solved networking problems.

Sterling Computers, Atlanta, GA 1993 - 1994

Technician (full-time)

Responsible for troubleshooting to component level.

Custom build and repaired computers.

Managing Difficult Situations

DeKalb Technical College

May 2003

Telephone Service Skills

DeKalb Technical College

May 2003

IBM Process Training

DeKalb Technical College

May 2003

High School

Fort Pierce Central High School

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