Customer Service Technical Support

Scott Martin, MCSE *** Bellecour CT SW, Atlanta, GA 30331 615-***-**** ***************@*******.***

Summary

Highly experienced and certified IT professional with over 10 years of direct experience in comprehensive technical support, system administration, and network infrastructure management. Proven ability to provide elevated technical skills and outstanding customer service in diverse environments, from small LANs to large WANs. Adept at troubleshooting, deploying, and maintaining hardware and software, with a strong background in Windows environments, M365, and ticketing systems. Holds MCSE, Network+ and A+ certifications.

Skills

Operating Systems: Windows 11, Windows 10, Windows 7, Windows Server 2000/2003, NT Workstation/Server

Software & Applications: Microsoft Office 365, Active Directory, Symantec Endpoint Protection, Kronos, Service Now, Nimbus, Service Desk, Bomgar, Quick Access, MDT, Ghost, PIXIE, Pegasus, SMS, PC Anywhere, LANDesk Management

Hardware & Networking: LAN/WAN environments, Network Printers, Desktops, Laptops, Tablets, Servers, Switches, Polycom IP Phones, RF Scanners, I/O Safes, BIOS Configuration, Hardware Repair & Coordination

Systems Management: Imaging (MDT, Ghost, PIXIE), Data Backup & Restore, Asset Tracking, Inventory Management, Firmware Upgrades, Patch Management, Group Policy Management, Security Feature Configuration

Support & Troubleshooting: Helpdesk Support, Remote Support, Trouble Ticket Resolution, Tier 1/2 Support, Customer Service, Vendor Coordination, System Migrations (Windows 10)

Work History

Field Tech Atlanta Public Schools, Atlanta, GA September 2019 – July 2025

Provided comprehensive hardware and software support for all administrative buildings across the district, ensuring minimal downtime.

Managed end-to-end device lifecycle, including imaging laptops and desktops, installing network printers, and coordinating out-of-warranty hardware repairs with vendors.

Resolved a high volume of technical issues and trouble tickets efficiently using Nimbus ticketing system.

Supported Kronos time clock installations and performed critical break/fix maintenance.

Performed data backup and restoration services for users, safeguarding critical information.

Provided advanced software and Windows support, escalating complex issues as needed.

Utilized Quick Access for effective remote support to end-users.

Supported Microsoft Office 365 applications for a large user base.

Enterprise Tech Optum, Atlanta, GA September 2018 – June 2019

Resolved diverse trouble tickets using the Service Now platform.

Streamlined device deployment by imaging tablets, desktops, and laptops using MDT (Microsoft Deployment Toolkit).

Configured, loaded software, and shipped systems to remote users, ensuring seamless remote operations.

Coordinated warranty hardware repairs with external vendors, minimizing service disruptions.

Performed essential hardware repairs and maintained detailed records of retired equipment for recycling purposes.

Utilized Bomgar and remote desktop tools to configure and troubleshoot remote systems effectively.

User Support Specialist II Center for Disease Control, Atlanta, GA May 2017 – April 2018

Orchestrated and scheduled Windows 10 migration upgrades with customers, ensuring minimal disruption to operations.

Identified, installed, and configured third-party software for specialized use cases.

Ensured system security by meticulously checking all BIOS security features before initiating OS upgrades.

Resolved user-reported issues and managed trouble tickets using the Service Desk system.

Managed hardware refresh cycles by requesting and replacing older laptops and desktops.

Coordinated warranty hardware repairs with vendors, ensuring efficient resolution.

Performed critical backup and restoration of large volumes of sensitive files from scientific workstations.

Verified successful OS upgrades with customers post-implementation to ensure proper functionality.

Built and deployed PCs using PIXIE and other imaging software, including Ghost.

Leveraged CDC networking tools and data for accurate system tracking for inventory and upgrade purposes.

Contract Computer Support American Family Insurance, Atlanta, GA March 2014 – January 2017

Managed and tracked trouble tickets efficiently using the Service Desk system.

Provided comprehensive software and Windows support, including issue escalation.

Maintained detailed inventory of networking equipment, computers, and printers.

Managed asset tracking by scanning hardware and preparing end-of-lifecycle equipment for shipment.

Utilized Zebra RF scanners for precise shipment of equipment to the distribution center.

Maintained RF scanners through firmware upgrades and PC scanning software updates.

Coordinated and executed equipment packing for shipment via UPS and FedEx.

Installed and supported computers, servers, phones, switches, and I/O safes for various agencies.

Provided server support for agency infrastructure, including password resets and network connection troubleshooting.

Managed and ran Symantec Endpoint Protection software for endpoint security.

Configured and installed Polycom IP phones.

Performed critical backup and restoration of large volumes of data from agency servers.

Technology Support Specialist Vanderbilt Medical Center, Nashville, TN November 2006 – March 2014

Supported computer systems across 24 clinics and one accounting department, ensuring consistent operation.

Applied Group Policies to Organizational Units (OUs) using Active Directory for centralized management.

Provided break/fix support for Windows XP, Windows 7, and specialized medical software.

Collaborated with vendors and other IT departments to deliver seamless services.

Maintained accurate departmental inventory of systems.

Managed and created Groups and Computer objects within Active Directory.

Built and deployed PCs using PIXIE and other imaging software, including Tolero and Ghost.

Provided comprehensive end-user support throughout the software and hardware lifecycle.

Made recommendations on departmental software and hardware to optimize performance and efficiency.

Installed network printers and fax machines.

Backed up mission-critical systems using hot-swappable cloning solutions.

Utilized the Pegasus ticketing system for efficient issue tracking.

Supported Kronos time clock installations and performed necessary break/fix repairs.

Verified the application of Windows patches and updates to maintain system security and stability.

Performed new installations, upgrades, and refreshes for outdated machines.

Managed and ran Symantec Endpoint Protection software.

Created temporary user accounts for vendors and guests as needed.

Managed permissions and access rights on files and folders to ensure data security.

Customer Care L1 Analyst First Consultant Group, Nashville, TN September 2004 – November 2006

Provided front-line phone and helpdesk support to hospital employees.

Performed remote support using Terminal Server, PC Anywhere, SMS, and LANDesk Management.

Exercised administrative rights on NT 2000, Novell, NT 2003 Servers, and Mainframe systems.

Managed password resets and print queue issues.

Met Service Level Agreements (SLAs) for the restoration of Hospital Information Systems.

Alerted and coordinated the restoration of patient care systems following hospital protocols after analysis.

Certifications

MCSE 2003

A+ (Verification No. C7FDTT064)

Network+ (CompTIA Career ID No. COMP10054200)

MCP

MCSA

Windows 2000 Pro

NT Workstation

Server 2003 (Implementing, Managing, Maintaining Server 2003 Network Infrastructure, Planning and Maintaining Server 2003 Network Infrastructure, Designing Security for MS Server 2003 Network)

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