Field Service Services Specialist

Contact

Hagerstown, MD

240-***-**** (Mobile)

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

www.linkedin.com/in/carla-

doggett-254b4511 (LinkedIn)

Top Skills

Troubleshooting

Software Installation

Windows 7

Certifications

Lenovo Authorized Service Provider

Lexmark Authorized Service

Provider

HP Server Certified

A+

Dell Certified System Expert

Carla Doggett

Technical Services Specialist at Retail Business Services Hagerstown, Maryland, United States

Summary

What I do very well for my customers is identify, translate, and diagnose complex technical issues, solve them, and explain them simply. I have been working as a field services technician for a major international grocery store organization, being the hands and feet in the stores to resolve issues. I am great with customers, I always get excellent reviews, people love the way that I explain things, and you will never find a more responsive or communicative employee. I have many years experience with all aspects of IT, as well as printers, copiers, POS equipment, fax machines, scanners, etc. Experience

Retail Business Services

Technical Services Specialist

January 2020 - Present (4 years 1 month)

Carlisle, Pennsylvania, United States

Break/fix technician, field service, support all assigned equipment in a large grocery store chain. Items/devices supported:

-Laser and inkjet printers (both B&W and color), configuring, troubleshooting, diagnosing problems and repairing them (I have certifications on HP, Lexmark, Canon, and Dell)

-Label printers for pharmacies (configuring, troubleshooting, diagnosing problems and repairing them)

-Receipt printers/MICR devices

-Network hardware (terminating ethernet connections i.e. punch downs, troubleshooting lines and connections, testing lines and jacks, checking cross connections between patch panels and switches and making sure everything is working)

-Telephony (POTS lines, troubleshooting, making connections, conferring with LEC, troubleshooting all Verizon connections at demarc)

-Scanner scales. Programming. Calibration (MD weights and measures certified)

Page 1 of 6

-Self check out: coin and bill handlers, bill recyclers, bag scales

(troubleshooting, repairing and replacing parts)

-PC workstations (configuring, troubleshooting, repair, reimaging)

-UPS (uninterruptible power supplies) replace batteries and replace devices. Work with appropriate teams to get device online and accessible

-Various hand scanners (installing, programming, troubleshooting, replacing batteries and capacitors)

-IOsafe (a network backup device): configuring and repairing or replacing the hard drives

-Connect and troubleshoot audio (in store music and PA system)

-Kronos time clocks (installation, configuration, troubleshooting and replacement of broken parts)

Xecunet, LLC

Technical Support Specialist

April 2019 - January 2020 (10 months)

Frederick, md

Technical support for managed services provider, data center, internet service provider, VOIP phone host, email service provider and cable manufacturer. CompuCom

Field Service Technician

December 2015 - August 2018 (2 years 9 months)

Field service technician for a major bank.

Perform troubleshooting and break/fix solutions Servers, PCs, printers and VOIP phones at the branch level. Also responsible for connecting and troubleshooting POTS line issues, using ServiceNow, Active Directory, Microsoft SCCM, as well as many other technical tools. Travelling for various projects as necessary while also maintaining relationships with my home area customers is also one of my responsibilities, which I handle very well. All documentation for my work is very organized, submitted on time, no office necessary.

Certifications I have obtained for this position include: Lexmark printers, HP servers, HP PC authorized service provider, and Lenovo authorized service provider.

Unisys

Field Service Technician

October 2015 - December 2015 (3 months)

Harrisburg, Pennsylvania Area

Page 2 of 6

Perform daily field service calls for Dell Computers. Mostly warranty hardware placement, Working very independently, filing live reporting on call status. As a Field Service Tech, you are the face of the company. Excellent customer service, scheduling and communication skills necessary each and every day. CJ Computers

Freelance IT Contractor

January 2007 - December 2015 (9 years)

Hagerstown, MD; Washington, D.C metro area

All aspects of IT Consulting. I've been in the field for almost twenty years and can walk up to almost any business machine and diagnose it, unjam it, or, most importantly, know when I am out of my league and call someone more qualified to come and fix it. I am very resourceful, and I believe in "Improvise, Adapt, Overcome." And I've absorbed making my customer's day into a constant goal.

Computer hardware diagnose, break/fix, laptop diagnose, break/fix (including LCD replacement), server diagnose, break/fix, home and business networking setup, troubleshooting, diagnose, and break fix.

Printers, fax machines, copiers and other office equipment not listed above. Telephony, including testing, toning, repairing and running telephone lines, including POTS and VOIP. Contracted with Granite Telecommunications. Installed and serviced POS systems for Walmart, built a kiosk for Charlestown Races, WV, and many other non-typical technician contracts, including running cabling.

Keck Computer Management

Technician

November 2014 - September 2015 (11 months)

Chambersburg, PA

All things IT related, PC break/fix, software troubleshooting and repair, virus/ trojan/etc removal, OS fixes, server management, printer troubleshooting/ break/fix, and installation of all the aforementioned. We also have a retail storefront that requires customer service skills, driving sales and using marketing to do so. Downsized.

Brooksource

Field Service Technician

December 2013 - October 2014 (11 months)

Western Maryland and Souther Pennsylvania

Page 3 of 6

Perform field service calls in bank branches in response to help desk tickets for BB&T Bank. Issues addressed by me include software issues, diagnosing and repairing Lexmark printers, hardware problems, networking and telephony. Excellent customer service, communications and a very broad IT knowledge in use daily.

Insight Global Limited

Field Service Engineer

May 2014 - August 2014 (4 months)

Temporary assignment with HP Services as a Customer Engineer, in the field doing computer and printer repairs.

InSource, Inc.

Technician

January 2014 - May 2014 (5 months)

Washington D.C. Metro Area

PC upgrades, software installation, backing up and restoring user data. (end client: American Red Cross)

PC refreshes, install new printer/scanners at teller workstations, confirm software install/update, communicate with project management team, Windows 7 deployment and Software deployment. (end client: Capital One Bank)

Mosaic Sales Solutions

Merchandiser

May 2012 - August 2012 (4 months)

Gettysburg, PA

maintain merchandising standards for HP in various stores, Blackhawk network (which are gift card kiosks), and various other companies, as requested

RCM Technologies

Field Service Technician

August 2006 - February 2009 (2 years 7 months)

Washington D.C. Metro Area; Winchester, VA, Cumberland, MD RCM is a subcontractor for Dell Computers. Perform hardware warranty exchanges for Dell customers, provide customer service, troubleshoot with Dell technicians over the phone, and, when all else fails, be the customer's advocate with Dell to get the client a new computer. Involves scheduling 6-9 Page 4 of 6

calls per day with customers from Germantown, MD to Cumberland, MD to Gettysburg, PA to Inwood, WV, and so forth. Temporary position. Bath & Body Works

Co-Manager

July 2004 - May 2005 (11 months)

Frederick, MD

Acted as manager in mall specialty shop, met sales goals (with attendant bonuses), managed labor hours constantly, wrote schedules (by hand) while staying within upwards of 60 employees availability, developed excellent customer service skills (corporate training included). The goal is to always make your customer's day, which I have always aspired to ever since. The Conservation Fund

Office Manager-Freshwater Institute

2002 - 2005 (3 years)

Office Manager, The Conservation Fund Freshwater Institute, Shepherdstown, WV. Support entire staff for three separate non-profit entities on site. Duties include, but are not limited to: webmaster for local intranet, FI website, NCIF website, and others, totaling 6 websites; determining need and purchasing all office supplies, coding supplies to appropriate projects; responsible for all mailing and shipping, both domestic and international; invoicing and associated document processing, marketing and filing for NCIF, as well as any other administrative tasks required; member of Environmental Management System cross-functional team (ISO 14000); coordinate events located on site; arrange catering for said events; making travel arrangements, as necessary for staff; editing, contributing to, and proofreading papers, reports, and grant applications. Negotiate pricing for office suppliers, shippers, and other services/products that the facility requires.

Morgan-Keller Construction

Administrative Assistant

2000 - 2002 (2 years)

Support Vice President, as well as the entire estimating department, under strict deadlines. Duties include, but are not limited to: ordering drawings, making multiple copies of contract documents, ensuring that all subcontractors bidding on a particular job are made aware of the rules and specifications of said job, and making numerous phone calls to ask subcontractors to bid, as necessary. Responsible for all office equipment (including PC's) and ordering supplies for said equipment in a timely manner. Maintain all subcontractor Page 5 of 6

files and databases. Negotiate and maintain UPS contracts. Member of Technology Committee, responsible for investigating new technology as well as maximizing utilization of PC applications already in place. Set up, attend, and participate in semi-annual corporate retreats. Education

Hagerstown Community College

A+ Certification, Information Technology · (2000 - 2001) Coastal Carolina Community College

liberal arts · (1990 - 1993)

Page 6 of 6

Contact this candidate