Technology Support It Infrastructure

Kevin Reid

*****

************@*****.*** 615-***-****

Professional Summary

Over 10 years of experience in IT infrastructure adhering firmly to the TCP/IP, OSI model of troubleshooting issues ranging from patch paneling workstations to switches, routers with in-depth knowledge of layer 3 routing. Proficient in usage of Nexus and Remedy for technical documentation. Extensive experience in implementation, configuring, testing, and troubleshooting networking systems. Strong history in resolving escalating networking issues

Work Experience

New Millennium Technical Resources,Inc/Emory University July 2023 Present

•Provide technology support and training for the staff of Emory Libraries including support of hardware, software, and peripherals for staff and in staff spaces including computers, printers, and audio/visual equipment

•Diagnose and resolve incidents and service requests within standard service level agreement requirements

• Design, test, deploy and support standard software packages utilizing software and device management tools

• Purchase and configure new hardware and software for staff

• Configure Active Directory accounts, Organizational Units, and groups

• Coordinate hardware repairs and upgrades with vendors

• Manage restore of corrupt or lost files/data

• Manage laptop encryption and device management tools

• Manage asset inventory including hardware warranties and refreshment cycles

• Work in collaboration with other IT team members to fulfill technology support requirements

• Maintain documentation related to day-to-day operations and tasks

• Develop training documentation enabling self-service support for staff

• Maintains up-to-date professional knowledge and skills in areas related to primary job assignment.

NTTDATA Decatur, GA May 2023- July 2023

Responsible for device image, configuration, and staging

Hardware & Software related engagements for various break fix efforts

Inventory management and adherence to device disposal processes

Serves as company liaison with customer on administrative and technical matters

Provide technical support and incident management services and functions

Reviews, troubleshoots, and analyses operational quality of supported hardware

Installs, configures, and optimizes supported hardware configurations at customer sites

Diagnoses and resolves product performance problems and various error conditions

Performs repair services and facilitates activities for the end users

Responsible for clearly documented statuses, contact and journaling in ticketing system

Leveraging experience with a ticketing system surrounding SLAs and time metrics MTTR

Meets and exceeds SLA;s with timely statuses and management of the individual delegated technicians queue

Sr. HELPDESK SUPPORT

REI Lawrenceville, GA JUN 2021- May 2023

· Coordinating the installation of the camera and phone systems, cabling, patch paneling with venders

· On boarding and off boarding, welcoming and training new hires and inventorying devices of employees off boarding

· Training new techs and end user on basic and complexed technical knowledge

· Utilizing Trajus ticking system to track and communicate technical issues and meet company goals in a timely manner

· Ordering equipment from Amazon and other outlets to maintain stock and replace damaged devices

· Manage VPN for clients and trouble shooting and resolving any issues that may arise

· Password resetting using AD, 365, Azure or by the end user’s device

· Work on site or off site as needed

· Advance network trouble shooting routers and switches using Gestioip, CMD, Putty and other technologies

· Manage end user devices throughout the company with Kaseya software

· Maintain security cams and document on site events in restricted share folders

· Issue 365 licences F5, F3 as needed and advance admin user with Microsoft Teams

· Oversee all documentation of issues and resolutions using company ticking systems

Sr. HELPDESK SUPPORT

HUNTER/REI Lawrenceville, GA JUN 2021- SEPT

· Coordinating the installation of the camera and phone systems, cabling, patch panelling with venders

· On boarding and off boarding, welcoming and training new hires and inventorying devices of employees off boarding

· Training new techs and end user on basic and complexed technical knowledge

· Utilizing Trajus ticking system to track and communicate technical issues and meet company goals in a timely manner

· Ordering equipment from Amazon and other outlets to maintain stock and replace damaged devices

· Manage VPN for clients and trouble shooting and resolving any issues that may arise

· Password resetting using AD, 365, Azure or by the end user’s device

· Work on site or off site as needed

· Advance network trouble shooting routers and switches using Gestioip, CMD, Putty and other technologies

· Manage end user devices through out the company with Kaseya software

· Maintain security cams and document on site events in restricted share folders

· Issue 365 licences F5, F3 as needed and advance admin user with Microsoft Teams

· Over see all documentation of issues and resolutions using company ticking systems

HELPDESK SUPPORT II

IDR/OCI ATLANTA, GA OCT 2020- JULY

· Utilizing ticking system to document, escalate, service clients in a timely manner

· Install and configuring software on laptops mobile phones and PC’s

· Support services for Commissioner and Staff

· Manage mobile phones, desktop phones, laptops, IPad and 2n1 devices with Verizon manager, Opeasy, Clearspane

· Migrating mobile devices from AirWatch to Intune with Apple Business Manager and MEM admin center

· Imaging laptops, Notepads manually or SCCM

· On boarding and off-boarding employees, setting up workstations and inventorying devices

FIELD SUPPORT TECH

ADT/APEX ATLANTA, GA SEP 2020- OCT

· Install and configuring control panels, Wi-Fi cams, remote- door locks and Wi-Fi converts

· Troubleshooting and installing company apps and other devices

· Cabling

· CCTV installations

· Troubleshooting Netgear Hubs

Network Engineer / IT SUPPORT SPECIALIST II

SERVICE MASTER / PROTECH - Memphis, TN

May 2019 to Sep 2020

•Troubleshooting and Analysed traffic

•Designed, installed, maintained and supported LAN, WAN and VoIP infrastructures at all locations

•Distributed queue and work with Engineering and Network Operations groups to accomplish customer migrations, network changes, upgrades and repairs

•Installed, configured and maintained monitoring and management tools needed to provide services, resolve problems and manage growth

•Interfaced directly with the business customers IT organizations and Account Team Managers and Sales Engineers

•Manage IT projects to help assess, implement, design, configure, and troubleshoot routers and switches

•Configure RIP, OSPF, EIGRP and ACL configurations

•Facilitate Palo alto installations on devices

Helpdesk Service Engineer / Jr Network engineer

FEDEX/PROTECH - Memphis, TN

June 2018 to May 2019

•Configured, installed, and troubleshoot computer workstations, laptops, mobile devices, and other equipment

•Imaged new and existing PCs and installed Windows Operating System and software applications

•Configured ASA firewall and NAT, PAT on routers

•Troubleshoot and managed VPN and Checkpoint Mobile on devices

•Involved in configuring and implementing of composite network models consists of cisco 7600,7200,3800 series routers and Cisco 2950,3500, 5000, 6500 series switches

•Designed 10 gigabit networks using Cisco Nexus 7000 series switches and Cisco

•Patched panel wiring

•Data Center Recommissioning

•Imaging, Wiping and configuring Routers and Switches

DESKTOP SUPPORT

ROBERT HALF TECHNOLOGIES - Memphis, TN

September 2017 to April 2018

•Resolved incident and service requests with accuracy and permanency

•Maintained inventory of installed software and managed licensing

•Assessed, troubleshoot, and repaired hardware and software issues

•Troubleshoot networking issues

PROJECT MANAGER

ATJ TECHNOLOGY CONSULTING - Memphis, TN

August 2014 to April 2018

•Diagnosed and resolved network connectivity issues

•Executed removal of viruses and malware and supported installation of antivirus software

•Conducted installation of routers and switches on racks

•Installed troubleshoot and managed MR84 AP’s

•Configured VLAN’s, RSTP, PAgP, LACP ETHERCHANNEL

•Configure DHCP on routers for redundancy in LAN

•Decommissioning and Recommissioning Data Centers

FIELD TECHNICIAN

CEVA/DELL - Nashville, TN

May 2008 to April 2014

· Monitored computer networking system.

· Updated management of system issues and concerns.

· Responded to user-reported incidents and verified and documented relevant information.

Skills and Abilities

•Routers, Switches, Firewalls, OSPF, Multicast, Network Administration, Network Security, Technical Support

Education and Certifications

•ITIL Certified November 2017 Lab four

•Microsoft Certified January 2018 Lab four

Installing and Configuring Windows 10

Configuring Windows Devices

•CCNP Certification In Progress Lab four

•Information Technology 2014-2016 Nashville State Community College

Routers 3 yrs.

Switches 3 yrs.

OPeasy 3 yrs.

FortiAuthenticator 2 YRS

Apple Business Manager 3 yrs.

Notepad’s 2 YRS

Mital 3 YRS.

Clearspan 3 YRS.

VLANS 3 YRS.

3 YRS

STP 3 YRS.

TCP/IP 6 YRS

DHCP 6 YRS

DNS 6 YRS

Windows7 7 YRS

Verizon Manage Account Support 1 YRS

Windows XP 8 YRS

VPN 6 YRS

VOIP 2 YRS

AD 6 YRS

360 SUITS 6 YRS

SCCM 3 YRS

Window YRS 10 6 YRS

OneDrive 5 YRS

OutLook 6 YRS

Mac Books 2 YRS

Dell laptops 5 YRS

HP laptops 5 YRS

Chrome laptops 1 YRS

SurfacePro’s 1 YRS

OSPF 4 YRS

BGP 3 YRS

EIGRP 3 YRS

Wireshark 4 YRS

RIP 4 YRS

ITIL 4 YRS

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