Technical Support Engineer, Project Manager
Resume:
Kenneth Carter
Jasper, Georgia ***** • 678-***-****• ***********@*****.***
Kenneth Carter
Jasper, Georgia 30143
***********@*****.***
Summary
Experienced Senior Desktop Support Technician providing excellence in user support and root cause analysis. Advanced knowledge of End User operations with a dedication to find resolutions for each issue to prevent repeat scenarios. Pursuing professional challenges with a growth-oriented company in need of a results-oriented Senior Desktop Support technician. Excellent problem-solving and critical thinking skills accompany the many years of experience, as well as a meticulous attention to detail. Skilled in tackling problems in unique ways to develop innovative solutions coupled with a commitment for success.
Skills
PC/Laptop Management
IMAC/R
Deployment/Upgrading WIN/Linux PC
Hardware Management and
Installation Imaging/ Reimaging
Windows XP, Win 7, Win 10
Linux
BIOS upgrade
CAT5/6 Cabling
AV troubleshooting and repair
Cisco Log and Port troubleshooting
VDI Environment PC Management
HIPPA Compliance
Problem Resolution and Mitigation
IT Project Management
Intermediate Network/VPN Experience
Customer and team focused
Image-X imaging tool
PXE boot
Enterprise and VP Level Support
Help Desk support
Team Player
End User Training
Jira Service
Hardware troubleshooting
Software troubleshooting
IMAC/R
Break / Fix
IBM troubleshooting
Custom Chassis fabrication
Bitlocker/TPM
PC Component Building
GuideCX Application
Ticketing System Sage
Oceans Ticketing
IBM troubleshooting
Custom Chassis Fabrication
Component Soldering
Building Project Plan
Application installation
Excel/Word proficient
Employee Management
Inventory Management
Kenneth Carter
Jasper, Georgia 30143 • 678-***-****• ***********@*****.*** Experience
Undisclosed Company, Georgia
Migration Coordinator/ Project Manager, 11/2018-Present Daily duties include working with customers and internal teams to coordinate the migration from our legacy software to the new SaaS software. Schedule teleconference calls, educating customers to understand the changes and technologies available to our AS/400 customer base. These calls include discussions about the innovative ways to remove our customers from "PCI Scope" while exceeding the Payment Card Industries requirements for credit card processing. Daily duties include:
• Working with customers to schedule calls and discuss software migrations
• Project Management of all implementations using GuideCX
• Working with required teams and personnel to effectively complete each implementation
• Providing high level support to both migrating and implementing customers for two separate companies
• Conducting impromptu calls with customers to resolve concerns and specific issues
• Communicating with customers on their progress
• Assisting customers with questions related to their migration
• Continuous documentation improvement
• Process improvement of the migration process
• Working with programmers to coordinate migration dates and times
• Confirming the return of all required documentation
• Completing final steps with customers in preparation for their migration
• Confirming all requirements have been met by the customer to ensure a seamless transition.
• Continuous communication with customer(s) to ensure all requirements have been met.
• Working with our CSRs to inform of any changes or additional requirements required by our customers
Atis,Inc. Alpharetta, Georgia
Computer Fabrication Tech, 08/2018-11/2018
Custom PC builds to meet customer specs, including proprietary analog and digital equipment. Initial fabrication included hand sketches of customer requirements, fabricating the chassis to meet the stringent guidelines specified for each build, including hand-building custom PC audio boards to facilitate the specific customer requirements. Custom builds and installation of Windows 10 to accommodate end-use, including customized chassis fabrication for all builds, using "one of a kind" templates.
● Chassis design using unique handcrafted templates
● Fabrication of all ordered units to meet build specifications for each customer base
● Using metal cutting tools for chassis fabrication Kenneth Carter
Jasper, Georgia 30143 • 678-***-****• ***********@*****.***
● Complete PC build from the ground up
● Custom Power Supply fabrication for D/C connections
● Receive RMAs; troubleshooting issues based on customer reports
● PC chassis cable management
Kenneth Carter
Jasper, Georgia 30143 • 678-***-****• ***********@*****.*** Trenton Systems Inc, Lawrenceville, Georgia
Technical Support Engineer,11/2017-07/2018
Daily duties include working on incoming calls and emails from customers to troubleshoot issues with a proprietary custom-built system by Trenton Systems Inc. We specialized in PICMG 1.3 systems as well as PICMG 1.0. Customer connection through calls and emails, to debug issues seen by the customer after rebuilding the systems in our lab to mimic and troubleshoot problems as they arise. Daily Duties Included:
● Problem-solving issues with customers over the phone and email to resolve issues
● Imaging PC's for testing to acquire the best settings for the customer's environment.
● Processor, RAM, and upgrade and replacement
● Complete PC Rebuild with solitary component troubleshooting and replacement.
● Excellent analytical and problem-solving skills
● Full ability to multi-task and prioritize
● Counseling end-users with findings to best meet the needs of the customers
● Ticketing to create a running log of customer issue with CRM Sage
● Troubleshooting Windows 10, 7, and BIOS settings to facilitate hardware functionality.
● Creating RMA's for product to be returned for repair.
● Team coordination to best resolve large and complex issues.
● Facilitate bridge calls between management, engineers, and the customer as needed to resolve issues.
● Resolving complex video issues of multiple GPU's
● Maintain a superb sense of urgency to address issues
● CPU, Motherboard, and other board-related hardware replacement and troubleshooting
● Using 20+ years of experience to identify and resolve hardware issues
● Working with various level of users, including executives, to resolve System issues
● PICmig 1.3 and SHB/SBC support
Relay Health (McKesson), Atlanta, Georgia
Network Operations Technicians, 12/2015-11/2017
Duties included maintaining all network traffic, reporting any known issue to the customer for resolution. Resolve any known issue to the best of our ability, accessing routers to confirm traffic flow while looking for any problems that would prevent traffic from passing. Tasked with managing all concerns with our customer base by Cisco logging to identify all known issues with the completion of pharmacy transactions to and from our customers using the following:
● Cisco Logging to troubleshoot network connectivity before escalation
● Port turn up/down (Switch and router), checking logs for issues (runts/Giants/CRC errors) to pass for troubleshooting, reverse telnet within HSRP configuration to facilitate working on connectivity issues.
● Accessing switches and firewalls to check for connectivity
● Ticketing of all issues to allow for later troubleshooting purposes
● Use of Orion, Comstat, Solarwinds, and CMS applications to monitor all network traffic.
● Communicating with customers to restore all traffic from point to point.
● Completed Six Sigma Yellow Belt training.
Kenneth Carter
Jasper, Georgia 30143 • 678-***-****• ***********@*****.***
● Work with the engineering team to complete all repairs as needed.
● Initiate bridge calls between management, engineers, and the customer as needed to resolve issues.
● Communicate with oncoming staff to pass current issues and potential issues.
● Managing events log to look for potential connectivity issues that may be missed by monitoring.
● Maintaining stringent information policies between customers in compliance with HIPAA.
● Effectively communicate and document issues to peers, management, and customers. Goldman Sachs/Ayco, Atlanta, Georgia
Desktop Support Specialist, 02/16-10/2016
(This was a part-time position in the mornings before going to Relay Health hours 9 am-2 pm) Responsibilities include managing all end-user computers and troubleshooting any issues the end-user has with applications and hardware to either replace or correct the issue desk side. Completing trouble tickets promptly to reduce any downtime the employee may have. I am fully proficient in the following experience:
● General Troubleshooting
● Standard EU to VP level/executive to resolve PC issues
● Superb sense of urgency to address issues
● Remote Desktop using TeamViewer and LYNC
● Intermediate Server 2012 and AD engagement (School)
● Windows XP/95/7/10 and Linux experienced
● Imaging PC's for deployment/redeployment.
● Deployment of all PC equipment, peripherals, VoIP from EUC to Executive members
● RF scanner to scan assets and inventory
● Processor, RAM, and upgrade and replacement
● Wireless modules troubleshooting and replacement
● Complete PC Rebuild with solitary component troubleshooting and replacement
● AV troubleshooting/repair
● Excellent analytical, problem-solving skills and multi-task and prioritize
● Ticketing management with Oceans ticketing system
● Anti-Virus and anti-Malware application experience
● HOST file manipulation to prevent impending issues
● Counseling end users
● Basic understanding of TCP/IP
● Resolving LAN/WAN connection on a physical layer
● Peripheral management and installation
● VoIP installation and troubleshooting
● Troubleshooting network connections to determine physical connections to the network, including cable tracing
● Running CAT5/6 cabling for connections to TMD's for PC and other network-ready devices
● Manage the daily performance of computer systems
● Application installation and repair
● Set up EUC performing or ensuring proper installation of cable, operating systems, and appropriate software
● Update records of daily data communication transactions, problems and remedial action taken, and installation activities
● Maintains efficiency of equipment to meet the growing needs of user VS equipment capability
● Confer with staff, users, and management to establish requirements for new systems or modifications
● Complete repairs at the desk level after receiving assigned ticket for the current site.
● Asset Management
Kenneth Carter
Jasper, Georgia 30143 • 678-***-****• ***********@*****.*** Icenine Computer Repair Jasper, Georgia
Senior Desktop Support Specialist, 08/1995-10/2015 Personal Business where client PC’s were either upgraded/rebuilt to facilitate the current needs of the client. Personal Business where client PCs were either upgraded/rebuilt to facilitate the client's current needs.
● Single point of contact for end users to receive support and maintenance
● Assists customers with technical support of desktop computers, applications, and related technology.
● Installed, configured, and maintained customer's desktop systems' functionality, together with peripheral appendages and software.
● Replace/Upgrade Mother Board components and hardware components related to the MB, including complete rebuilds to recoup as much as possible using lean practices to reduce cost.
● Setting up computer security measures using various applications and managing settings. experience using RF guns/scanners
● Thin/Thick client deployment and management
● Abilities also include running cables, including but not limited to CAT5, CAT6, and coaxial.
● Troubleshooting, setup and install hub/switch/AP's
● Troubleshoot, repair, and maintenance of computer desktops and laptops
● Installing hardware components and software systems within end-user machines.
● Install or repair/refresh Windows and Linux workstations with clean installs, standardized applications software, and other applications needed by the end-user.
● Assisting customers to resolve problems with computer hardware and software issues, including diagnosis of the failure.
● Managing anti-virus and anti-malware software to prevent infection from future use.
● Manipulating HOST files to prevent attack from entities not caught by anti-malware/virus software.
● Managing issues with clients, understanding what is needed so the best service can be delivered to those same users' specifications.
● Fielding calls with my customers to ensure all needs that may arise after delivery can be met, and questions answered to maintain a good customer rapport with the client.
● Experience using Zebra thermal transfer printers to produce bar code labels for warehouse environments.
Atlanta Bonded Warehouse, Kennesaw, Georgia
Logistics Specialist/Senior Teamleader, 02/1991-02/2015 More information upon request
Education:
Pickens High School- graduated 1989
Lanier Technical College - Network Security Program Cumming, Georgia August-Dec 2015- 2015 Gwinnett Technical College Computer Science Program – 2016-2017
Contact this candidate