PROFESSIONAL SUMMARY

I am a military veteran, honorably discharged, desiring to work in a team environment interacting with fellow coworkers to provide world class customer service. It is my desire to:

•Ensure customer satisfaction by providing dependable and timely support for team and corporate missions

•Place high emphasis on first contact resolution for issues and detailed reporting on cause/effect/resolutions

•Providing effective communications between customers, support teams, and management

•And, refer unresolved problems to designated sources for resolution or escalation.

•The combination of my management experience, customer service training, technical expertise, and a solid worth ethic passed down from my parents would, in my opinion, be a great addition to your current staff.

MANAGEMENT EXPERIENCE

United States Air Force: Graphic Shop Supervisor (Staff Sargent E-5) of 4-6 artist for 2 years

State of NC/Highway Department: Position: Mechanical Engineer

Western Technical Services, a division of Western Temporary Services: Position: Office Manager. Plan, organize, and start-up a technical division in the Atlanta office. Implemented office budget, office objectives and goals, and meet set objectives.

Gould, Inc., Chesapeake Instrument Division: Position: Engineering Manager. Responsible for supervising, appraising, hiring/firing, and training a team of 28 engineering personnel.

Promoted to Program Manager responsible for millions of dollars in government contracts.

Rapid Electric Company: Positon: Engineering Manager responsible for engineering department with a total staffing requirement of 7 to 12 personnel designing enclosures for transformers.

Valley Design, Inc., a division of Joropo Associates, Inc.: Position: Manager of two facilities in RTP, NC and Charlotte, NC. Responsible for recruiting, staffing, training, 23 full time employees, writing appraisals, budget planning, and new business sales. Tripled profit from sales in first year of management.

Cary Business Machines, Inc.: Owner/Manager selling and servicing IBM and Swintec typewriters, Ricoh Copiers, and custom built 286/386/486 computers and software. CBM employed five full time employees and two part-time service personnel.

North State Technical Services, Inc.: Service Manager responsible for repair of personal computers, Apple computers, and software sales and service. Taught Adult classes for Duke Continuing Education after hours.

Turner Memorial Baptist Church

Member of TMBC deacon Board for five 3 year terms since 2002 with one year breaks between each as directed by church constitution.

TECHNICAL EXPERIENCE

August 1987 to 2022: After 35 years of I.T. technical support and 20+ years as a Security Officer to supplement primary income to put children through Christian school, two total knee replacements were completed in 2018.

Feb 2020 – Present: AUS: Allied Universal Security Services, assigned to Grifol’s Security in Clayton, NC

Duties:

-Assigned to monitor all incoming and out-going traffic from Grifol’s West gate

-Check-in/out deliveries of chemical tankers and notify utilities group of drop off deliveries

-Monitor Security cameras and report any policy violations to shift supervisor and record in reporting system

-Provide emergency packets to employees injured on the job

-Follow site orders provided by Grifol and AUS

Aug 2017 - Feb 2020 – Long term knee deterioration issues from long hours of security patrolling on stairs and concrete required two total knee replacement which were scheduled and completed in 2018. Three months of rehabilitation and recovery were required for each knee.

May 2016 - Aug 2017 Environmental Protection Agency, RTP, NC

109 T.W. Alexander Drive, Durham, NC 27711

Jun 29, 2017 - Aug 2017 supported on contract with S.A.I.C, Inc.

-Senior Technical Help Desk Analyst – w/Public Trust Security Clearance

Dec 02, 2016– Jun 28, 2017 supported on contract with NTT Data, Inc.

-DSFG was Purchased by NTT Data, Inc. 12.02.2016

-Senior Technical Help Desk Analyst – w/Public Trust Security Clearance

May 2016– Dec 02,2016 supported on contract with Dell Systems Federal Government, Inc.

-Senior Technical Help Desk Analyst – w/Public Trust Security Clearance

Responsibilities:

Senior Technical Help Desk Analyst

•Provide technical support to customers on telephone, email and desk side visits

Analyze and troubleshoot network, remote connectivity, software, and hardware issues

Identify/resolve remote access issues pertaining to WiFi, VPN, internet, using P2P software

Respond to queries pertinent to Windows updates, email, email archives and repairs

Create help desk documentation with step by step instructions on problem resolving techniques

Sent tickets to appropriate departments utilizing ticket tracking system

Solved minor/major workstation-related issues with network, software, and hardware repairs when needed

Imaging new systems, Installed operating system, software, antiviruses and Windows updates and patches

Pull inventory, image, and deploy systems for new users, recover equipment from departing users, deploy/service network printers

Training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages

Troubleshoots computer, printers, and other computer peripherals problems, performs hardware and software diagnostics, coordinates needed repairs under manufacturer’s warranty programs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software

Created and maintained documentation of processes and tickets

CONTRACTS RELET AND SERVICE COMPANY DID NOT WIN THE OUTSOURCING BID

Dec 2015 - May 2016 Applying for New positions.

Beginning April 2016, began completing employment requirements to accept position with Dell Systems Federal Government supporting Environmental Protection Agency at Research Triangle Park, NC

Jan 2013 – Dec 2015 Research Triangle Institute International, Inc.

-Position: TELECOMMUTER: Senior Technical Help Desk Analyst – OUTSOURCED TO ALPHANUMERIC

Oct 2012 – Jan 2013

First Baptist Church of Garner, NC

Volunteer

Community of Hope Ministries food bank – Counselor

Community of Hope Ministries after school tutoring/mentoring while seeking new employment opportunity

Aug 2002 - Oct 2012 Oxford University Press, Inc.

-Senior Help Desk Analyst – Service Desk Coordinator

-Outsourced contract terminated after migration of Cary and New York facilities to Windows 7 from Windows XP.

Aug 2002 - Jun 2011 Oxford University Press, Inc.

-Senior Analyst/Service Desk Coordinator/primary task: Supervise, train, and create documentation for users and Help Desk technicians.

-OUTSOURCED TO HCL AMERICA

Jan 2002 - Aug 2002 RE/MAX UNITED/LFRO, INC.

-Position: Licensed North Carolina Real Estate Agent - 194171 (License now inactive)

Mar. 1997 - Jan 2002 NORTEL NETWORKS, Inc. – OUTSOURCED TO CSC

Feb. 1994 - Mar. 1997 North State Technical Services, Inc.

Apr. 1994 - Mar. 1997 Duke Univ., Continuing Education Division

Jun. 1993 - Feb. 1994 Consultant at Computer Clinic, Inc.

Jul. 1987 - Jun. 1993 Cary Business Machines and Services, Inc. – SOLD

SKILLS

Windows XP, 7, 8, 10

Productivity Software

Printer troubleshooting

Network Connectivity

Altiris Utilities

Office 365

SMTP, FTP, SFTP

Sys Backup/Recovery

System Upgrades/Imaging

Driver Installation

VPN, LAN,WAN

Bomgar, Dameware, TeamViewer, GetScreen.Me

Server Setup

Active Directory Admin

Citrix Environments

VMWare

VOIP, DNS, DHCP, VPN

Windows Patches

Skype, TeamViewer, (Remote SW)

KEY ACCOMPLISHMENTS

Successfully assisted migration of 10,000+ E.P.A. systems from Office 2013 to Office 2016/0365

Successfully assisted migration of 10,000+ E.P.A. Windows 7 systems to Windows 10 images

Successfully assisted OUP team migration of 1000+ systems to Win 7 during 2012-2013

Successfully assisted RTI team migration of 1800+ systems to Windows 7 during 2014-2015

Successfully assisted RTI team migration of 1800+ systems to MS Office 2013 during 2014-2015

Improved user experience through training, resolution, and follow-up on unfamiliar operating systems and software

Identified network, connectivity, access, hardware failure, and software issues to restore user productivity

Ensured precise handling of service requests by obtaining all pertinent information to insure resolution

Contributed to Knowledge Base articles and documentation 2002-2015

Deployed MobileIron for mobile devices for RTI users 2014-2015

Created over 1000 Knowledge Base Documents to assist Windows and MAC users with simple, medium, and complex functions/operations between 2002 and 2015

REFERENCES and RESIDENCE FOR PAST 37 YEARS Available upon request

ADDITIONAL DETAILS PROVIDED UPON REQUEST

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