Support Agent Specialist

Byron G Smith

Marietta, GA *****

(C) 678-***-****

************@*****.***

Career Profile:

I have over 20 years of hands-on Information Technology experience with the Top Technology Companies in the Industry, such as IBM, Lenovo, Hewlett Packard Enterprise. I have consistently meet or exceed technical expectation (resolve rate 75%-80%) which resulted in increased responsibility in my roles. When put in leadership position throughout my career and I performed at a high level because of my efforts, I have been awarded supervisor of the years. I have managed personnel, and company assets, increase productivity, safety, and retention of talented employees.

Relevant Experience

PRO-ED, Smyrna Ga.

IT Support Specialist 2018 – Present

Sub-contract as Freelance Computer Technician, install all IT types of systems, such as laptops, desktop servers storage devises, routers and modems. Testing and repairing or replacing defective equipment, such as Hard drives, Memory, Operating Systems and software and hardware upgrades. Consult with clients about computer purchases to best suited the customer needs.

Administrate virus sweeps and computer optimization

Established remote connections, setup wireless home networks and wireless printers

Educated the end-user in basic PC maintenance, antivirus software and other preventive maintenance.

Mac IOS, IPAD troubleshooting skills.

Hewlett Packard Enterprise, Alpharetta Ga

Level 2 - 3 PAR Storage Consultant - Technical Support 2016 - 2018

HPE Mission Critical and Data Center, 3 PAR Storage technical support consultant. Troubleshot all aspects of the

3 PAR HW troubleshooting, collecting of data and analyze pertinent information from the customer environment, document the problem, create action plan to resolve customers problem. assist in managing customer storage issues. or operating system issues elevation and potential escalation when appropriate - Networked Storage, Network Operating Systems and IP networking

Knowledge of All HPE 3PAR storage hardware and technologies such as HPE’s Storage Management tools

Knowledge of RAID configuration, Remote Copy, Deduplication and Provisioning

OS Windows, Linux, VMware and HyperV

SAN Fabric Configurations and Zoning

HPE Proliant Servers

CCI/Lenovo and IBM Smyrna, GA 2007- 2016

Remote Technical Analyst

Lenovo and IBM System X Remote Technical Support Agent Resolving support tickets in a fast and professional manner and comply with Service Level Agreements (SLA’s).

• Responsible for remote support to customers and IBM Technicians for X Series Servers and Storage.

• Responsible for dispatching IBM Field technician with the recommended parts replacement.

• Analyze technical data and change history documents to resolved Firmware and Bios/UEFI issues.

• Ability to communicate well and get to the core of problems to provide an effective resolution.

• Actively increasing knowledge about IBM and Lenovo products and services to the customers.

• Provide timely and successful delivery solutions for hardware failures according to customer needs.

• Achieve customer loyalty by placing follow-up calls and emails for customers who open trouble tickets.

PROFESSIONAL OBJECTIVE:

Seeking challenging Server, Storage and or System Network Support position as a supervisor or team member.

Where my unique blend of administrative/mid-level management skills, technical problem-solving abilities and talents can be effectively utilized.

EDUCATION/TRAINING:

IBM, HPE, and DELL Hardware repair Certifications, Cisco CCNA Certified Professional, Microsoft, MCP Certified, Professional, A+ Certified and NET +. Faulkner State University: Major Criminal Justice

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