Technical Support Information Technology

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LUKE GREENE

EXPERIENCED INFORMATION TECHNOLOGY LEADER

404-***-**** ************@*****.*** https://www.linkedin.com/in/luke-greene-78199b55/

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Results-driven IT professional with a proven record of optimizing IT infrastructure for performance, security, and scalability. Experienced in deploying enterprise-grade solutions and providing hands-on support in diverse environments. Skilled in leading technology initiatives that align with business goals, fostering team productivity, and enhancing user experiences. Expert in troubleshooting, network configuration, and cybersecurity, with a passion for continuous learning and process improvement.

CORE COMPETENCIES

• IT Infrastructure Management

• Network Installation & Configuration

• Information Security & Compliance

• Enterprise-Level Troubleshooting

• Technology Integration & Optimization

• Employee Training & Technical Support

• Disaster Recovery Planning

• Process Documentation & Reporting

• Professional Experience

WORK EXPERIENCE

IT System Administrator March 2022 - Present

Century Fire Protection, LLC, Duluth, GA

• Regularly update and maintain operating systems, software applications, and server hardware to ensure smooth and secure operations.

• Monitor and manage network infrastructure, including routers, switches, firewalls, Linux servers and VPNs to ensure optimal performance and security.

• Provide technical support to users, troubleshoot issues, and offer training on new systems and software to enhance productivity.

• Implement and manage security measures such as firewalls, antivirus software, and intrusion detection systems to protect data and systems from cyber threats.

• Develop and maintain backup and disaster recovery plans to ensure data integrity and availability in case of system failures or data loss.

• Maintain and troubleshoot network infrastructure, resolving database connectivity issues with custom MySQL queries.

Technology Solutions Engineer December 2021 – March 2022 Southeastern Computer Associates, LLC, Kennesaw, GA

• Developed and implemented technology solutions tailored to client needs.

• Provided advanced troubleshooting and support for complex issues.

• Integrated various software and hardware systems seamlessly.

• Worked closely with clients to understand requirements and deliver effective solutions.

• Analyzed and improved system performance and efficiency. Low Voltage Technician (Contractor, Project) October 2021 – December 2021 Georgia Technical Services, Marietta, GA

• Installed low voltage systems such as security, AV, and networking.

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• Conducted tests and troubleshot issues with low voltage systems.

• Ran and terminated low voltage cabling in commercial and residential projects.

• Performed regular maintenance and repairs on installed systems.

• Maintained accurate records of installations, services, and repairs. IT Support Contractor (Project-Based) September 2020 – January 2021 Southeastern Computer Associates, LLC, Kennesaw, GA

• Provided on-demand technical assistance for project-specific needs.

• Installed and configured hardware and software for new projects.

• Diagnosed and resolved IT issues promptly during project implementation.

• Trained project team members on new systems and software.

• Documented IT processes, configurations, and troubleshooting steps for project records. General Election/Runoff Election IT Poll Volunteer November 2019 – April 2020 Fulton County Elections Office, Atlanta, GA

• Provided IT support for voting machines and election equipment at polling stations.

• Assisted with the setup and configuration of election technology.

• Resolved technical issues with voting systems and equipment during the election.

• Ensured the security and confidentiality of election-related data and systems.

• Helped voters with technology-related questions and issues at the polls. Desktop Support Technician August 2019 – May 2020

DeVry University, Decatur, GA

• Troubleshot and resolved hardware and software issues on desktop computers.

• Set up and configured new desktop systems and peripherals.

• Provided technical support and guidance to end users.

• Performed regular maintenance and updates to ensure system stability.

• Maintained records of support activities, including problem resolutions and system changes. Digital Member IT Support Services (DMSS) Analyst November 2019 – April 2020 Kaiser Permanente, Atlanta, GA

• Provided specialized IT support for digital member services and platforms.

• Analyzed and resolved technical issues related to digital membership systems.

• Monitored performance and availability of digital member support systems.

• Assisted members with account and system-related inquiries and problems.

• Maintained detailed records of support requests, resolutions, and system updates. Background Analyst March 2009 – August 2019

DeKalb County School System, Stone Mountain, GA

• Conducted thorough background investigations for individuals or organizations.

• Verified the accuracy and completeness of background information and records.

• Prepared detailed reports based on findings from background checks.

• Ensured background checks complied with relevant laws and regulations.

• Analyzed data to identify potential risks or discrepancies in background information.

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EDUCATION

Associate of Applied Science: Information Tech and Networking April 2020 DeVry University - Decatur, GA

Certifications:

• CompTIA Network Plus October 2024

• CompTIA Security Plus November 2024

• Microsoft Azure – 900 January 2025

TECHNICAL PROFICIENCIES

Platforms: Mainframe, Linux, Windows, Mac OS X, Mobile, Ubuntu Tools: ServiceNow, VMware, ConnectWise Automate, JAMF, SharePoint, MS Visio, MS Office, MS 365 Programming & Scripting: HTML, C++, JavaScript, Python Databases: Oracle, MySQL, MS Access

Cloud & Virtualization: Azure, VMware

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