Field Service Technician in information technology

Carla Doggett

Hagerstown, MD 240-***-**** ***********@*****.***

www.linkedin.com/in/carla-doggett-254b4511

Summary/Professional Profile

*Highly experienced IT Field Service Technician with over two decades of hands-on expertise in information technology support.

*Adept at diagnosing, troubleshooting, and resolving complex hardware and software issues for diverse systems, including PCs, servers, networking equipment, and POS systems.

*Proven ability to provide exceptional customer service, translating technical jargon into easily understandable terms, and consistently delivering high customer satisfaction.

*Seeking challenging Field Service Technician and Technical Support roles where deep technical knowledge and a strong problem-solving acumen can drive operational efficiency. Core Competencies / Technical Skills

*Operating Systems: Windows 7, Windows 10, Windows 11, macOS

*Hardware: desktops, laptops, servers, controllers, laser printers,ikjet printers, label printers, receipt printers, POS systems, networking equipment (Routers, Switches), mobile devices, Self-Checkout Systems (coin handlers, bill recycles, hand scanners, scanner scales and POS devices), UPS, fax machines, among others.

*Networking: TCP/IP, Wi-Fi, ethernet cabling, Punch-downs, LAN/WAN, DNS, DHCP, cross-connections.

*Software/Tools: Microsoft Office Suite, Ticketing Systems (ServiceNow, Salesforce), active directory, Microsoft SCCM, imaging software, among others.

*Telephony: POTS lines, VoIP

*Troubleshooting: diagnostic tools, break/fix, root cause analysis, remote access and troubleshooting.

* Customer Service: on-site support, technical explanation, communication, user training among others.

Certifications

* CompTIA A+

* Dell Certified System Expert

* HP Server Certified

* Lenovo Authorized Service Provider

* Lexmark Authorized Service Provider

* HP PC Authorized Service Provider

* Canon Certified

* MD Weights and Measures Certified (Scanner Scales) Professional Experience

Retail Business Services Technical Services Specialist Carlisle, PA January 2020 – Present (4 years 1 month)

* Provided comprehensive break/fix field service support for 12-15 grocery stores located within a 90-mile radius of Hagerstown, MD.

* Resolved a minimum of 5, and up to 10, technical support tickets daily, ensuring continuous operational functionality for retail locations.

* Diagnosed, configured, and repaired a wide range of laser, inkjet, label, and receipt printers

(HP, Lexmark, Canon, Dell), minimizing downtime for critical store operations.

* Performed in-depth network hardware troubleshooting, including ethernet connection terminations (punch-downs), line testing, and cross-connection verification, ensuring robust network infrastructure.

* Repaired and replaced components within complex self-checkout systems, including coin/bill handlers, bill recyclers, and bag scales, to optimize customer transaction flow.

* Configured, troubleshooted, and reimaged PC workstations, and replaced UPS devices, to maintain system accessibility and performance across store environments.

* Managed installation, configuration, and troubleshooting of Kronos time clocks and in-store audio/PA systems, minimizing operational disruptions.

* Maintained MD weights and measures certification for scanner scales, including programming and calibration, ensuring compliance and accuracy. CompuCom Field Service Technician Frederick, MD December 2015 – August 2018 (2 years 9 months)

* Provided on-site troubleshooting and break/fix solutions for servers, PCs, printers, and VoIP phones across approximately 25-30 bank branches.

* Utilized ServiceNow, Active Directory, and Microsoft SCCM for efficient issue tracking, user management, and system deployment.

* Managed daily travel for various projects while consistently maintaining positive customer relationships with assigned home area customers.

* Acquired key industry certifications, including Lexmark printers, HP servers, HP PC authorized service provider, and Lenovo authorized service provider, to enhance service capabilities.

Xecunet, LLC Technical Support Specialist Frederick, MD April 2019 – January 2020 (10 months)

* Provided comprehensive technical support for a managed services provider, encompassing data center, internet service provider, VoIP phone hosting, and email services. Unisys Field Service Technician Harrisburg, PA Area October 2015 – December 2015 (3 months)

* Performed daily field service calls for Dell computers, primarily focusing on warranty hardware replacement with independent live reporting on call status.

* Maintained excellent customer service, scheduling, and communication skills as the direct company representative.

CJ Computers Freelance IT Contractor Hagerstown, MD & Washington, D.C. Metro Area January 2007 – December 2015 (9 years)

* Operated an independent IT consulting practice, providing comprehensive hardware and software diagnostics, break/fix, and networking solutions for diverse business machines and office equipment.

* Specialized in server and laptop repair (including LCD replacement), home/business network setup, and troubleshooting of POTS/VoIP telephony systems.

* Successfully managed non-typical technical contracts, including Walmart POS system installations and custom kiosk builds, alongside running cabling infrastructure projects. Keck Computer Management Technician Chambersburg, PA November 2014 – September 2015 (11 months)

* Provided full-spectrum IT support, including PC break/fix, software troubleshooting, virus removal, OS repair, server management, and printer troubleshooting/installation.

* Contributed to retail storefront operations, utilizing customer service skills to drive sales and marketing efforts.

* Leveraged broad IT knowledge and excellent customer service/communication skills daily. Education

Hagerstown Community College

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

Liberal Arts (1990 - 1993)

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