Engineer Technician Data Entry

Manythia Caldwell

West Memphis, AR ***** ***********@*****.*** 1-870-***-****

Professional Profile

•PC, laptop and printer (Ricoh, HP, Lexmark) troubleshooting diagnostic and repair including software and hardware support for Apple, Dell, HP and Lenovo

•Experienced with various OS including Windows (XP, 2000, 2003, 2007, Vista, 2010, 8, 10)/Android/iOS/Mac and Microsoft Office expert

•Implemented Quality Inspections

•Excellent Customer Service

•Networking (limited to: installing/configuring Cisco routers, switches, servers, racks, cables, firewalls, LAN, WAN, DNS, and TCP/IP)

•Led and audited 20 repair technicians between two companies

•Repaired 25 various Apple MacBooks (run on iOS) and HTC phones & tablets (run on Android)

•Engineered, Imaged, downloaded drivers to PC, laptop and micro servers

•Programming Languages: Java, C, C++, SQL

Work Experience

Technical Support Administration

Williams-Sonoma (TEK Systems) -- Olive Branch, MS

July 2022 to Present

Provide service/support to all end users/customers in a 3PL environment

Responds to tickets submitted to the Service Now ticket system accordingly based on priority level

Requests software be added to user’s profile based on appropriate need

Perform Asset Management in Service Now for all IT related inventory

Grants access to shared network drives

Image desktops, laptops, RF devices (WT41N0, 9190,9200,9300 with AS400 of ReddWerks)

Setup desktop/laptop workstations and configure accordingly

Setup workstations with Thin Clients and Elo tablets with department specific software

Tech Support

FedEx WHQ (Vidorra Consulting Group) (Remote) – Memphis, TN

October 2021 to June 2022

Provide end user support, all remote

Responds to tickets submitted to the Quickbase ticket system accordingly based on priority level

Connects to end users via phone call, the messaging platform i.e. MS Teams and or e-mail

Responsible for assisting customers with technical issues or questions relating to computer hardware, software or Android devices by properly troubleshooting and providing a resolution

Grants access to shared network drives

Requests software be added to user’s profile based on appropriate need

If support can not be provided, assigns ticket to the appropriate team so they may address the issue

Imager

ProTech Services Group, Inc. - Memphis, TN

February 2021 to October 2021

Receive ticket request from ConnectWise.

Image the equipment to be sent out to employees.

Package needed equipment such as mouse, keyboard and docking station.

Prepare and print FedEx shipping labels using FedEx Shipping Manager.

Schedule equipment for pickup or drop-off at nearest FedEx location.

Call to verify package was received upon delivered receipt.

Repair Technician

Flex - Memphis, TN

October 2019 to August 2020

Responsible for disassembling and reassembling various models of MacBooks using hand tools

Returns Coordinator, Level II Technician

Comsale Computers Inc - Memphis, TN

December 2018 to October 2019

Returns Coordinator are responsible for handling all needed return department processes. These include: package opening; materials handling; product refurbishing, restocking and vendor returns.

Accurately capture customer information and input of that data into the system utilizing a computer and company software for data entry.

Proper opening of product and assessment of quantity contained within company guidelines.

Conducting detailed, accurate quality control: verifying condition of all items returned by comparing them to the original shipment packing slip and documenting damaged product, as per company procedures.

Inputting of product identification data into computer system and sorting of product to zones indicated, utilizing a scanner.

Notify proper personnel when discrepancies are identified.

Ensure customer satisfaction through handling of product returns and exchanges.

Maintain and manage a database of all product returns and exchanges.

Adhere to and comply with company policies and procedures.

Level II Tech

Maintains a high standard of productivity by completing priority planned work quickly and accurately with top quality.

Assist the CTO process by upgrading and installing hardware and software onto HP, Lenovo and Dell desktop and laptop computers based on an individual order.

Image the units with Windows 10 Home or Pro, from a server, install all drivers and registers unit with official Microsoft product key registration.

After unit is completely built, test the unit to ensure all functionality.

Keep track of all components that are used each day (CPU's, ram, hard drives, etc.).

Assists in packaging the unit, where correct power cable or adapter is included and sends to the shipping department.

Maintain a clean and organized work environment.

Desktop Support Specialist

FedEx (Vdart) - Memphis, TN

September 2017 to September 2018

Provided deskside and remote support for desktops, laptops, hardware/software, network, VPN, voice, and wireless systems for four different departments

Responded to issue that come in via phone, email and Support Web.

Setup local profiles for new user accounts using active directory

Setup new email account on exchange server as well as troubleshoot Android devices/Blackberry/iPad issues

Performed data transfer by backing up all files to an external drive before performing reimage

Supported users on setting up multiple network printers and drivers

Managed hardware and software failure due to improper configs or viruses (Norton, McAfee), network cabling etc.

Established remote connectivity using Remote Connection.

Maintained accurate repair records and documented all maintenance performed using PeopleSoft Nexus ticketing system.

Conducted company-wide upgrade of 1000+ users PC's and laptops from Windows 7 by installing a Corporate image of Windows 10 and Microsoft Office 2016

Work in a team environment with minimum supervision

Level II Repair Tech

FedEx TechConnect (Volt) - Collierville, TN

June 2018 to August 2018

Diagnosed and repaired wireless RF handheld Bluetooth capable scanning and barcoding devices (SF61) as needed to meet production needs in fast paced environment

Level II Diagnostics Technician

Flextronics (Aerotek) - Memphis, TN

August 2013 to September 2017

-Hired permanently with Flex in May 2015

Responsible for disassembling and reassembling various models of MacBooks using hand tools

If hard drive replaced, installed new Safari OS image to unit

Maintained ESD and 5S compliance

Performed a series of tests in order to replicate the customer's problem

Ordered parts for repair

Administered work to tech while answering questions and assisting techs in repair as needed to ensure that the unit passes testing and quality inspection.

Performed Internal Quality Inspections of 14 techs that I led

Verified true or false test fails and prepared proper documentation of the data captured based off of the testing analysis results.

Assisted in other departments such as Shipping and Receiving or Final testing as needed

Test Engineer Technician

Regenesis (Volt) - Memphis, TN

November 2015 to December 2015

Repair HTC Android mobile devices such as phones including models M7, M8 & M9 and tablets.

Verified customer's phone's problem description by running multiple tests and ensuring the device's functionality before opening it up.

Replaced components such as an antenna, battery, LCD screen, keypad, buttons, camera, USB charging ports, etc., to regain original performance.

Intern

West Memphis School District- Technology Department

January 2012 to May 2012

Communicated with clients based off their need of service, then traveled from office to site

Imaged microcomputers with school OS and software, updated drivers, fixed printers, connected Smartboard to laptop, adjusted settings and configured to LAN.

Documented repair of troubleshooting steps in order to properly diagnose and address the issue.

Education

Bachelor of Science in Engineering Technology

University of Memphis - Memphis, TN December 2021

Associate of Applied Science in Information Systems Technology

Mid-South Community College - West Memphis, AR

May 2013

Certificate of Proficiency

Mid-South Community College - West Memphis, AR

Micro Computer Repair and Upgrade

Network Associate

May 2012

Skills

•Fast learner

•Goal oriented

•Customer Service

•Customer Relationship Management

•LAN

•Active Directory

•VPN

•TCP/IP

•Microsoft Windows

•WAN

•Operating Systems

•Computer Networking

•ConnectWise

•IT support

•Help desk

Additional Information

Soft Skills

Hardworking, goal oriented, reliable, can work under pressure, multi-task, dedicated, fast learner, will work as a team or individual, can work at rapid speeds to meet any deadline without jeopardizing the company's needs and or values.

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