Support Engineer It
Resume:
Victor George
Dacula, Georgia 30019
********@*****.***
SUMMARY
Self-motivated Support Engineer of Technical Services in the application of technology to business processes, with a strong background in the Telecommunications Industry and Project Management. Extensive background in Computer Technology, IT Security, system administration, ERP software, WMS software, Windows Server, VMware, Network, AND Operating Systems. Proficient in the requirements, analysis and design process. Cross-functional experience includes management of systems development and services in line with business operations.
WORK EXPERIENCE
Metabo HPT
Mar 2017 - Present (3 years 6 months +)
Network Support Engineer
•Manage the day-to-day activities of a team of help desk support staff; provide guidance, and mentor them to succeed.
•Build and manage the IT Support Team’s annual roadmap and budget for project execution.
•Collaborate with others to scale the organization for growth using existing systems and processes.
•Set up new user accounts and rights in AD and oversee the purchase of IT equipment for new hires.
•Evaluate use of technology, application needs, requirements and implement solutions to improve user satisfaction.
•Design training programs and workshops for staff
•Proactively address problems and issues as they arise and find a permanent solution.
•Manage vendor support relationships to resolve technical problems, and budgets for all upgrades.
•Serve as a point of escalation for customer issues; ensuring the appropriate resources are engaged for timely action to resolve issue.
•Approve weekly timesheet, personal day-off, and vacation time-off for IT support team.
Hitachi Koki USA (Hitachi Power Tools)
MIS Manager
Jun 2017 - Aug 2017 (3 months)
Network support Analyst III
Support Windows Server 2008, 2012/ 2012R2. Add user accounts in AD and Exchange.
Configure and troubleshoot switches, routers, firewall, access point and VPN appliance.
Support for windows 7, 8, and 10. Support for Mac OS, Linux, Smartphones and tablets.
Monitor network for unusual activity and check bandwidth usage within the network.
Installation of hardware, software, user accounts setup, permissions and group policy.
Support for DNS, DHCP, TCP/IP, LAN, and WAN. Support for VPN and other connectivity.
Installed and configured VMware, Virtualized critical servers, Support Virtual PC and Hyper V.
Setup and support meeting which includes live video and audio conference calls.
Setup office 365 for end users. Manually configured IP addresses on mission critical servers Proactively managing and professionally communicating with team members
Work intimately with staff members to identify and prioritize the information systems.
Communicate the organizational needs to other organizations. Identify critical business matters and create new solutions.
Representing the IT Department and leadership in a positive manner with all levels of employees at different locations and maintaining confidentiality.
Promote the current core applications, software packages, and customer different programs.
Ensure 100% compliance of existing rules and regulations.
Identify, suggest, and manage deployment of excellent hardware and software upgrades.
Prepare and manage the information systems and capital budgets.
Complete proper change management documentation and processes when deploying new projects or enhancing existing processes.
Prepare reports for regulatory audits as requested by the Compliance department or Management.
Conduct quality check to ensure proper execution of policies.
XPO Logistics, Inc.
Operations Manager
Oct 2014 – Mar 2017 (2 years 6 months)
Planned, organized, communicated and monitored department resources to achieve effective utilization of employees, equipment, and material consistent with safety, regulatory, quality, quantity, productivity and financial requirements.
Monitor adherence to rules, regulations and procedures.
Kept employees informed of area, business, and policy changes.
Communicated goals and current level of group and individual performance.
Determined task performance/skill requirements.
Evaluated employee skill levels, focus training plans on deficiencies, and reinforce employee development and training.
Selected to participate in, facilitate, organize, develop and implement various projects within the organization.
Partnered with senior managers and associate engagement champion on different strategies to engage associates and increase overall satisfaction.
Responsible for day to day operations, implication of polices and producers.
Organize recruitment and placement of required staff. Provide technical support where necessary.
XPO Logistics, Inc.
Senior Operation Supervisor
May 1999 - Mar 2017 (17 years 11 months)
Responsibilities include overseeing light manufacturing, staging, and shipping.
Partnering with other supervisors (s) as needed to ensure smooth handoffs and partnership across teams.
Teaching and modeling expected leadership skills and behaviors that lead to the right member experience.
Analyzing team and associate-level metrics to drive continuous improvement opportunities with associates and other teams.
Implement and Manage the LEAN philosophy eliminating waste and improving efficiency.
Assign duties and examine work for accuracy, quality, neatness, and conformance to established Menlo Worldwide policies and procedures.
Developing the workforce by setting clear expectations, training, providing feedback and coaching.
Managing, maintaining and monitoring daily, monthly, and quarterly tasks, operations and reports associated with processes, resources, staffing and customer demand.
Overseeing the implementation of procedures, goals, and objectives within the operations.
Conduct regular meetings to enhance teamwork, communicate process and procedure updates and provide feedback on operational issues.
Responsible for exceeding customer metrics (cost, quality, and responsiveness)
XPO Logistics, Inc.
Logistic Network Support
May 1999 - Jan 2012 (12 years 9 months)
Network support Analyst II
•Supported Windows XP, 7, 8 and 8.1 Support laptops and workstations and clone computers.
•Used imaging tools such as Acronis and Ghost to deploy Windows OS to workstations and laptops.
•Troubleshoot network connectivity issues which includes NIC, access point, LAN and WAN.
•Troubleshoot and maintain VoIP phone system. Troubleshoot printers and other electronic equipment.
•Supported SQL which includes backup and restore, configuring Bios setting and troubleshoot issues
Used Spiceworks ticketing system to assign and track issues affecting productivity on the network.
•Install and support Windows Server 2003, 2008, and 2012. Windows XP, and Windows7.
•Configure and update Watch Guard firewall and monitored activities on the firewall.
•Phone Support for client’s system failure. Data backup, network printers and configuration.
•Used tools such as Bomgar, Team Viewer and LogMeIn to connect client computer as needed.
•Supported applications including SQL database. Monitored network for unusual activities.
Acronis backup and True Image for back up and imaging. Active Directory support (DNS, DHCP
ACHIEVEMENTS:
NCR/Menlo Logistics – 2007 Award for Outstanding Performance in Production
NCR/Menlo Logistics- 2006 Award for going Above and Beyond in Fulfilling objectives.
NCR/Menlo Logistics-2000 Award for Leadership on 2nd shift in Inspection Department
Skills
•Prepare and Manage IT department employees, budget and expenditures.
•Led a team to Establish and enforce organization standards.
•Coordinate Projects
•Microsoft Office 365
•Disaster Recovery
•Switches, Firewall and VPN support
•Active Directory, Exchange, DHCP, DNS
•VMware and Microsoft Hyper-V
•EMC & Dell SAN Administration.
•TCP/IP and Networking Troubleshooting
EDUCATION
Keller Graduate School of Management of DeVry University
Master’s Degree, Network Communication Management
2011 - 2014
DeVry University
Bachelor Degree, Business Technical Management
2005 – 2007
DeVry University
Associate, Network System Administration
2003 – 2005
Gwinnett Technical College
Certificate, Micro Computer Specialist
2005 – 2006
LICENCES & CERTIFICATIONS
AWS Certified Solutions Architect Associate -Validation # K5ZM43WDDBR4Q19Z
CompTIA Network Plus CE
Technical Support Fundamentals – Coursera RYEX6ZH4KYFG
The Bits and Bytes of Computer Networking – Coursera ASCRNVDP9JMP
Operating Systems and You: Becoming a Power User – Coursera BK6DGFM5FCFC
System Administration and IT Infrastructure Services – Coursera GR4YUBKBT5WL
IT Security: Defense against the digital dark arts - Google on Coursera YJGMCNXX24BA
Google Cloud Platform Fundamentals: Core Infrastructure by Google Cloud – Coursera
Cloud Engineering with Google Cloud – Google PYG7RGX3VNSE
Scrum Master Certified (SMC) - International Scrum Institute™ 263***********
Essential Cloud Infrastructure: Foundation - Coursera Course Certificates
REFERENCE LETTERS
Reference letters available upon request.
Contact this candidate