Information Technology Technical Support

INFORMATION TECHNOLOGY SPECIALIST

Insightful, result driven Information technology professional proficient at explaining complicated technical concepts to

Users of varying degrees of technical understanding. Knowledgeable in an assortment of operating

Systems, applications, and hardware.

AREAS OF EXPERTISE

Proprietary software

Remote trouble shooting

Team and Project Leadership

Hardware and Software support

Customer Service - focused

Computer diagnostic and repair

TECHNICAL PROFICIENCIES

PLATFORMS: MS Exchange Server, UNIX, Windows 7/NT/2000/XP/Vista, Linux

NETWORKING: Novell, VPN, Secure ID, TCP/IP, 100BaseT Ethernet, Fiber optics ELTEK

TOOLS: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Ghost,

McAfee/Norton Anti-Virus, Power Suite, X shell, FileZilla, VMware, Service Now SQL

Proprietary Software.

PROFESSIONAL EXPERIENCE

Application Support Engineer- 05/2020 to present.

AT&T- Alpharetta, Ga.

Technical support for all retail stores including Kiosk and POS support for Express Station using proprietary software. Running SQL queries, managing technicians on upgrades and repair from a third level of diagnostic with Windows Administration. Review and integrate all application requirements, including functional, security, integration, performance, quality, and operations requirements. Review and integrate the technical architecture requirements. Provide input into final decisions regarding hardware, network products, system software and security.

Technical Support Analyst - 05/2015 to 05/2020

NCR - Alpharetta, GA

Provide post sales technical support and resolve customer cases for Aloha customers by phone, internet, and at client's site.

Provide technical assistance and remote troubleshooting support as part of a global 24-7 support organiPOS,Kiosk

Provide troubleshooting and verify configuration stability.

Manage knowledge transfer via technical documentation and hands on training.

Partake in configuration version planning.

IMP Field Engineer - 05/2013 to 04/2015

Samsung of America – Cleveland, OH

IMP Field Technician for Sprint/Samsung Network Vision. Responsible for M1, M2, 3G ATP, 4G ATP, Q Scope and Alarm Clearing Processes: Checking/Correcting Firmware, Antenna, AC/DC connections. Checking/Correcting License, Deleting/Loading Script into CSR/ASR (FTP), Loading ENV Files into CDMA DU and LTE DU, Cutting T1 Lines from NIU to Legacy System and Channeling Connectivity to MMBS through 66 Punch Block or RJ45 and Couplers, Connecting Fiber Optic Cable from Ciena to CSR/ASR, Troubleshooting Connectivity, Conducting ATP, Communicating with LCC and RAN, Recording Activity for Accountability and Reports.

Regional Service Technician - 05/2012 to 05/2013

Tolt Service Group - Norcross, GA

POS repair for Kroger, Aldi's, Michaels and Food Lion Provide exceptional customer service and troubleshooting, maintenance, repair, and recovery of failed IT hardware and Point of Sale Edit all aspects of trouble tickets assigned to the work zone (Includes providing comprehensive notes / resolution information / equipment information / closure detail) Order parts for all completed tickets with accuracy and timelines. Provide trouble ticket billing information when required.

Setup, test and configured networks, desktops, and printers.

Resolved technical issues for clients in person, on the phone and through email.

Field Engineer - 09/2010 to 09/2011

Insight - Chicago, IL

Responsibility to survey POS systems for McDonald's Deployment After surveys and order where complete went back to stores that were scheduled installs and inventory equipment.

Removed old equipment and wiring and replaced 16 ports to 24 port switches.

Installed new Cat6 and RJ-45 connections from servers to new Panasonic registers.

Par Registers, Epson Tm-T88 receipt printers and MX-80 Card readers.

Dropped down Restaurant Manager to servers and configured POS Registers.

Updated data to SharePoint with Excel files and Photos.

Field Engineer - 07/2008 to 09/2010

NCO. - Norcross, GA

Installed Cat-6 cable, fiber optic cables, Juniper switches and configured with SFP's

Audit of Comcast HE and Hubs

Migration of VOD equipment thru process with the bridge line

Testing and validation for IP address and Boot procedures for VOD

Motorola and Scientific-Atlanta, ARPD’s RPD’s and NSG devices

IT Security Analyst - 03/2005 to 07/2008

Cingular Wireless - Alpharetta, GA

Administered the log-on access and privilege level of users for 196 Proprietary applications.

Troubleshoot all access level problems.

Used active directory to verify and reset accounts Provide provisioning.

For application including active directory.

Password resets for switch control care and Telegence.

Identified data security controls risks and violations and took appropriate.

Course of action to resolve the situation.

On call rotations at weekends for market support.

Provided VPN access with secure ID.

Completed remedy tickets through Email and Voice mail.

Trained new hires on policy and procedures Installed Remedy on user's workstation reset user accounts when locked out looked up closed tickets and forwarded tickets to correct groups for resolution.

In house advanced certifications classes taken for Remedy support thru Intranet courses

Supported POS to AT&T stores and kiosk on Software issues, gave privileges and unlocked register remotely.

IT Support Specialist - 05/2004 to 03/2005

Home Depot - Atlanta, GA

Identify, distinguish, and analyze multiple components of payroll make conclusions using several software packages

Answered 45+ calls per day from store personnel using active directory (AD) to verify users regarding various payroll functions, timekeeping, stock, tax, Store Level Entry (SLE), Kronos, and Store Operating Processors (SOP) questions.

Log into the portal remotely to research payroll issues in an UNIX based system known as Kronos.

Used Accorded an imaging application to view time transaction and W-2 Information

Hiring new and rehiring associates in the system and ensuring the synchronization of data.

Customer Support Specialist - 02/2002 to 03/2003

IBM - Atlanta, GA

Log in call through Remedy troubleshoot, isolate, and resolve problems and document call and order parts replacements, dispatch technicians as required.

Took in house training courses provided by IBM and provided support on IBM, Lexmark and HP printer, PC's, and servers.

EDUCATION

Strayer University

Bachelor of Information of Technology

Currently Enrolled

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