Eugene D. Small

*** ******* **. • Cameron, NC ***26 • Cell: 910-***-**** • adt8vs@r.postjobfree.com

INFORMATION TECHNOLOGY / DESKTOP SUPPORT / PC TECHNICIAN EDUCATION / TRAINING / CERTIFICATIONS

Intellectual Point - IT Training and IT Business Solutions 07/09/2022 to 09/25/2022 Security+, CEH and Splunk Certifications

Certificate in Information Technology Systems Administrator 11/2016 to 10/2017 MY Computer Career, Raleigh, NC 27606

Microsoft Technology Associate

Security Fundamentals Certification 08/25/2017

Mobility and Device Fundamentals Certification 04/27/2017 Networking Fundamentals Certification 01/12/2017

CompTIA Server + Certification 06/26/2017

Certificate in Computer Hardware / Troubleshooting Repair GPA: 3.833 01/2014 to 05/2016 Central Carolina College, Sanford, NC 27330

Associates Degree / Automotive Service Repair GPA: 3.846 12/1996 Central Texas College, Killeen, TX

SUMMARY OF QUALIFICATIONS

• Provide a variety of IT customer support services essential to the effective performance of IT systems.

• Maintain and support systems configuration related to moves, adds and changes with supervision.

• IT Desktop Support Technician skilled in providing technical support in a 500+ user environment.

• Proficient problem solver, able to communicate with users at all levels of technical proficiency.

• Resolve and document user help requests for desktop, laptop, printers, network and peripheral problems, resolving customer related technical software issues.

• Ability to work independently as well as with a team to plan and deliver technical support services.

• Perform installation, maintenance, testing and troubleshooting tasks.

• Excellent time management and planning skills to ensure timely delivery of customer support services. WORK EXPERIENCE

GENTRONICS Greenville, SC (Contract Holder) 12/09/2019 to 02/28/2020 Temporary Contract – Assigned to Goodyear Tire Company through Staffing Agency, Strategic Systems Inc. PC - TECHNICIAN Worked on site at Goodyear Tire Company, Fayetteville, NC Ensured the deployment of approximately 500 thin clients for an ongoing plant upgrade. Upgrade consisted of window's 7 to 10 window's migration. Configured specialized images for multiple departments throughout the plant. Re-located and re-installed equipment including peripherals and network connectivity. Configured computer networks.

Assisted with integrated testing of applications created for use on master system image. Technical Skills: Windows 7-10 / Performed Active Directory Services administration and management using knowledge of software distribution tools such as SCCM, and Alturas. Communicated with customers quickly and efficiently to allow them to continue with their daily tasks. Troubleshot systems and worked with customers to determine needed hardware or software changes. INSIGHT GLOBAL (Staffing Agency) Dallas, TX 03/2019 to 07/2019 Temporary Contract - Assigned to DXC TECHNOLOGY working onsite at their client The Pfizer Company PC DEPLOYMENT TECHNICIAN at The Pfizer Company, Sanford, NC Provided in-person/face-to-face end user Windows PC support services at Enterprise Customers site. Performed PC Builds and Deployments. Supported services; software break-fix/remediation, Installation, Move, Add, & Change on end user hardware and software. Supported entire lifecycle of the EUC/PC environment. Technical Skills: Windows 7-10, hardware troubleshooting / MS Office 365 / enterprise networking & printing. Process Skills: Excellent Customer facing skills. Experience using ticket tools including responding to priorities, timely and relevant updates, use of ticket status, prompt closure (Business Technology on Demand) Software. PC Imaging / End User Data Back-up.

Operating Systems: Working technical knowledge of standard Windows operating systems and Commercial Off-the-Shelf (COTS) software to allow for resolution of software application issues or full rebuild of the PC

(image, applications & client data). Used client specific documentation provided by DXC. Resolved issues with client specific applications using DXC provided Knowledge Base articles. Customer Facing Skills: Applied intermediate level subject matter knowledge to solve a variety of common IT and business issues. Worked on problems/projects of moderately complex scope. Exercised independent judgment within defined practices and procedures to determine appropriate action. Acted as an informed team member providing analysis of information and limited project direction input. VA MEDICAL CENTER Fayetteville NC 07/2018 to 12/2018 INFORMATION TECHNOLOGY SUPPORT (CUSTOMER) - INTERNSHIP Analyzed, diagnosed and resolved routine desktop computer problems for end users, and recommended and implemented corrective solutions, including off-site repair for remote users as needed. Installed and configured desktop computer hardware and software for the VA Medical Center department end- users; assisted end-users with general IT problems; checked, maintained and repaired desktop computer and hardware and software. Tested and evaluated desktop computer software; made recommendations to the IT supervisory and management staff about upgrades and applications of equipment and software; made minor modifications to software as required to meet operational needs. Provided a variety of IT customer support services essential to the effective performance of operating, network systems and applications, protocols, hardware and software with supervision. Provided support to external and internal customers with varying levels of computing skills. DIRECTORATE OF HUMAN RESOURCES Fort Bragg, NC 12/2017 to 06/2018 DESKTOP SUPPORT - INTERNSHIP

Analyzed, diagnosed and resolved routine desktop computer problems for end users. Installed and configured desktop computers hardware and software for the Soldier support center end users. Provided support to external and internal customers with varying levels of computing skills. Used windows PXE to deploy software and operating systems, customize settings in Bios, and configured systems for end users. Installed and configured agency approved software applications. SEARS HOLDING Raleigh, NC 09/2012 to 12/2013

HOME APPLIANCE TECHNICIAN - Contacted customers to scheduled visits for repair/installation. LOCKHEED MARTIN FT Bragg, NC 09/2009 to 04/2012

QUALITY ASSURANCE REPRESENTATIVE - Monitored quality of work performed by auto mechanics. BAE SYSTEMS Fayetteville, NC 11/2005 to 09/2009

QUALITY ASSURANCE REPRESENTATIVE - Performed random, and in-process vehicle inspections. CUMBERLAND COUNTY SHERIFF’S OFFICE Fayetteville NC 09/2001 to 11/2005 DETENTION OFFICER - Enforced rules and kept order in detention facility. US LOGISTICS Fayetteville, NC 03/2001 to 09/2001

PM MECHANIC - Completed major repairs, performed maintenance, and modification work orders. WASTE INDUSTRIES, INC. Hope Mills, NC 05/2000 to 11/2000 PM TECH - Inspected and diagnosed problems with electrical system. Performed safety inspections. US ARMY FT Bragg, NC Automotive And Diesel Maintenance Supervisor 08/1979 to 09/1999 Entered updated equipment service information into the computer system upon completion of service. Planned and organized work schedules for as many as 40 mechanics and logistics specialists. Maintained job-related personnel files, counseled employees and evaluated performance.

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