Support Engineer

Armmand Prentis Jones

*** **** ***., **** **** FL 33403 561-***-**** ********@*****.***

Summary of Qualifications

As an installation specialist, I Installed DSS and partner company's products into our client's computer systems either on-site or remotely. I collected all necessary information necessary to certify the readiness of sites for installation. I Attended pertinent kick-off and conference calls regarding the installation. I have experience working with nurses from the caribou care software at document storage systems. I coordinated and provided installation and follow-up services to internal and external clients on the products they are assigned. I have created, maintained, and updated documentation including installation manuals, certification forms, user lists, and reference guides. I have written and submitted installation reports in a timely manner (2 workdays). I have trained other employees on products that I was lead on. I have worked with product teams to develop documentation and workflow for the installation of new or updated software.

Education

Cisco Network Associate Technical certificate August 21, 2013, Valencia College

Major: Network Engineering Technology

Related coursework: router configurations, LAN switching, network management, and network design

VMware IT ACADEMY August 21, 2013, Valencia college

Major: Network Engineering Technology

Related coursework: installation, configuration, administration and maintenance of vSphere 5

Bachelor of Science AUGUST 2003 Hampton University

Major: Sports Management

Certifications

• VCP-DCV VMware Certified Professional 5 - Data Center Virtualization -

• VCP Cloud VMware Certified Professional – Cloud-

• CCNA Cisco Certified Network Associate -

• Security + CompTIA Security+-

• NETWORK+ CompTIA Network+-

• A+ CompTIA A+-

• DoD Secret Clearance-

Work Experience

Work from home – 2018-2020

Installation Specialist Document Storage Systems 2016 – 2018

Installation Specialist team lead for APAT, APAR, Caribou products

Lead conference calls for remote and on-site installation.

Confirmed remote set up readiness by verifying hardware and software requirements before installation.

Verified installation media was received

Verify kids were installed into Vista

Created a live and test environment.

Created a live system ID and test system ID and assigned site names.

Created media folder paths with subdirectories.

Created active directory groups

Installed software on a Microsoft Windows Server 2012 R2.

Installed software on Microsoft SQL Server 2012.

Scheduled dashboard builds.

Scheduled report cleanup and audit purged tasked.

set up ad hoc reporting files.

assigned user permissions.

Travel every other week for on-site installation (APAT, APAR)

assisted VA hospital prosthetics and logistics staff with on-site setup

assisted with the creation of a local test environment for APAT and APAR

assisted with setting up a training environment for APAT and APAR

assisted local IT request process to add users to test and live environments ( active directory, shortcuts)

verified all in user computers met minimum software requirements without issues

reported users that have minimum requirement issues and suggested how to resolve.

Verified all users have working shortcuts for both test and live environments.

Trained the prosthetics chief on how to use the APAT administrator tool.

Received a signed contract verifying installation was complete from local VA staff.

Return signed contracts to DSS installation staff.

Provided support for large have talked to also will you user environments (120+ VA hospitals using APAT & APAR)

Used Concur for all travel booking

Network Operations Technician Quest Systems 2015-2016

Identify and address reported critical events through provided tools and applications.

Creates and assigns tickets for critical events to appropriate staff members to ensure prompt resolution.

Able to effectively communicate to clients, peers, superiors, and 3rd party vendors via email and phone.

Provides preliminary critical incident triage and documentation of findings.

Actively monitors Urgent/High Priority tickets following Standard Operating Procedures.

Handles client escalation requests by working with internal & external resources to remediate issues effectively.

Performs call, email, and ticket queue monitoring for quality assurance.

Conducts initial technological research by analyzing alerting trends and metric reports to appropriately address anomalies and false positives.

Verifies application results by conducting system audits of technologies.

Collaborates effectively with the Quest Management team to ensure assigned objectives are met.

Accomplishes assigned objectives and goals by communicating/collaborating with peers, planning, monitoring, and appraising results. Initiating, adhering, and enforcing systems, policies, and procedures.

Preserves assets by adhering to security and asset control structures.

Recommends information technology monitoring adjustments by evaluating organizational outcomes, identifying problems, evaluating trends, and anticipating requirements.

Maintains quality of service by establishing and enforcing organizational standards.

Contributes to team effort by accomplishing assigned tasks as needed.

Works all assigned hours as deemed necessary.

Manages ticketing queue by monitoring incidents for misroutes, unassigned tickets, review of aging tickets, and workflow of tasks among Network Operations Center staff.

Leads by example and exceeds requirements for all policies including attendance and dress codes.

Performs assigned tasks such as effectively utilizing Monitoring application, monitoring email inboxes, responding to inquiries sent to individuals in a timely manner, and handling duplicate tickets.

Practices Total Contact Ownership by following provided policies and procedures modeled around ITSM frameworks such as ITIL.

Adheres to industry best practices utilizing resources such as ITIL and the Help Desk Institute.

Champions and embraces the ticket life cycle management – creation, documentation, status, escalation, and closure.

Resolves daily issues of a complex scope that impacts the delivery of services.

Manages multiple applications and tools for optimal performance. Consisting of exceptional time management for incoming customer inquiries, critical event notification/identifications, and administrative work.

MSP work experience two years

Monitored network alerts for Aerojet Rocketdyne

Support Technician Quest Systems 2014 - 2015

Responding to requests for assistance from client or staff end-users, or other support staff working for clients or vendors.

Interacting with the client and ensuring that the clients’ technical needs have been resolved to their satisfaction.

acted as the technical liaison between the customer, service providers, and management to ensure proper service levels are being met.

Support and respond to service outages or other incidents.

Performing root cause analysis and problem resolution.

Troubleshooting and debugging of connectivity issues utilizing all layers in the OSI model.

Perform routine and regularly scheduled maintenance and monitoring tasks.

Performing installations, integrations, configurations, upgrades, troubleshooting, and performance tuning of various software technologies from multiple vendors.

Perform installations, configurations, upgrades, troubleshooting, performance tuning, and maintenance of various DaaS technologies from partners & vendors.

Planning and executing patch updates or software upgrades as required.

IT Support Specialist Vera j. Hilliard associates 2005-2014

Experience installing, troubleshooting, and configuring network components and printers

Provide user support for various applications including Office 2007/2010, Anti-Virus, Anti-Spyware

Root cause analysis in problem-solving

Provide access, change, and re-set passwords

Remote desktop support

Ability to plan, prioritize, organize and complete work to meet established objectives

supported large user environments for companies such as TSI USA

Previous Professional Experience

Previous experience includes sales positions with Time Warner Cable, Fed Ex Office, Best Buy

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