Technical Support Engineer with IT Operations Focus

Fannie Maddox

Charlotte, NC

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

Technical Support Engineer, with the capacity to quickly learn and synthesize new networking technologies. Authorized to work in the United States for any employer.

Work Experience:

ESPN+ Network: Media

Broadcast Crew Member- Digital Graphics

01/2023-Present ( Freelance )

Collegiate Sports Live Broadcast Coverage : Football, Volleyball, Basketball

Baseball etc. Digital Graphics/ Replay / Stats / Package Building. Weekly

Camera Operator, Capture, Record, Footage for live television broadcast.

Camera Scripts, working with technical lighting teams, responsible for capturing

And managing on screen visual elements. Ability to adapt quickly to changing

situations and environments, with little notice while maintaining the highest level of accuracy and professionalism.

2024- Big South Softball Championship

Monarch Technologies

Technical Support Analyst - Charlotte, NC

05/2021-11/2022

Provide technical support for onsite end-users for city employees throughout Mecklenburg County. Lead Inventory projects and manage all onsite equipment service ticket requests. Create spreadsheets and maintain all IT equipment counts for the city of Charlotte's physical on-hand stock. Respond via email/chat daily with the IT manager and other Technical support staff business inquiries. Handle all Dell-related hardware returns and product exchanges. Work incoming helpdesk tier 3 related tickets for end-users.

Unisys Corporate

Field Engineer Level 2 - Charlotte, NC

09/2019-04/2021

Level 2 Technical Support Engineer for AXA Corporate. Assisted with all escalations for end-user support. Accountable for installing, testing, and maintaining IT equipment. Worked within Service Now Ticketing Systems via chat and email daily. Responsible for communicating with staff regarding open tickets and service requests. Second-level support for desktop installs and hardware installments. Managed Inventory and tracked all necessary data in spreadsheets for asset management purposes.

CompuCom Computers

Configuration Technician - Charlotte, NC

05/2018-08/2019

Configuration Technician consists of deploying completely re-imaged laptops to end-users. Along with exchanging out the old devices and performing data wipes along with migrating data. Worked within Active Directory while providing IMAC Technical Support within the team unit. Managed open service requests for technical assistance, while in direct communication with team supervisor on a needed basis. Completed additional duties as assigned by management. Provide excellent customer service continually.

First World Net LLC

Technical Support Engineer- Charlotte, NC

05/2014-03/2017

Replaced and built computer/ parts for clients while installing Microsoft Windows, and running updates. Worked alongside Senior IT staff overseeing network security support Equipment. Hands-on experience with tablets, smartphones, laptops. Managed critical IT-related escalated alerts from the antivirus system’s server removal server migration. Installed software, modified and repaired hardware, and resolved technical issues. Provided base-level IT support to non-technical personnel within the business. Evaluated and responded to incoming sales leads and requests for additional tech support. Demonstrated professionalism and courtesy with customers.

2-B-IT

Technical Engineer- Charlotte, NC

01/2014-03/2017

Private contractor specializing in IT support for private companies that outsource tech professionals to assist with relocating computer equipment. The relocation of business offices and computer equipment. Managed inventory projects consistently. Responsible for peripheral support for each employee’s work area ( desk) or ( office).

System Maintenance Services

Management Analyst - Charlotte, NC

06/2016-12/2016

Asset Management helpdesk support role responsibilities include but are not limited to gathering detailed hardware and software inventory information which is used to make decisions regarding hardware and software purchases alongside redistribution controls. Processed all tickets related to my ticket Que for daily completion from international clients worldwide. Provided additional support for warehouses and onsite ground engineers. Ensured rapid response turnaround time within the SLO. Analyzed stats in real-time to ensure SLO metrics met SMS Guidelines. Worked directly with the Global Resources Development Team to ensure all international clients were attended to with an additional follow-up based on organizational needs.

Hewlett Packard Enterprise

Technical Support Engineer- Charlotte, NC

02/2016-08/2016

Technical Support Engineer, provided technical assistance to all corporate Bank of America employees when assigned ticket request. Provide excellent customer service via telephone/ email or in person. Upgraded end-users laptops and desktops according to company standards and guidelines. Displayed problem and ticket resolution continuously. Assisted in the repair of laptops replacing keyboards, memory, and other technology-related components. Assisted in Windows upgrades, and installed required software. Bios updates as needed worked on special projects assigned by management.

Netsafe Technologies

Help Desk Support Technician- Charlotte, NC

08/2015-08/2016

Managed call flow and responded to technical support needs of customers. Evaluated and responded to incoming sales leads and requests for technical support assistance. Resolved customer issues in a clear, courteous, and straightforward manner. Demonstrated professionalism and courtesy to customers at all times. Identified and solved technical issues with a variety of diagnostic tools. Resolved problems with malfunctioning products. Followed up with clients to ensure optimal customer satisfaction. Identified and solved technical issues with a variety of diagnostic tools. Conducted research to address customer concerns, while remaining up to date on the latest technologies and solutions applicable to company products. Worked closely with team members to meet or exceed all customer requirements. Created documentation that empowered and enabled user community.

Allstate Insurance Company

Help Desk Support Analyst- Charlotte, NC

01/2015-08/2015

Provided a single point of contact to the organization for computer and non-computer-related problems. Assisted business clients with telephone and email or trouble ticket inquiries to resolve or escalate IT systems/ issues. Provide support and incident management and client communications for IT systems via service request .Updated daily status reports and shift handover reports. Act as the liaison between customers and Technical escalation teams. Tracked user accounts creation, change, and updates. Perform password resets and re-certify tokens, along with providing outstanding customer service. Provided base-level IT support to non-technical personnel within the business.

Krispy Kreme Doughnut Company

KKMT: Assistant Manager

Apprenticeship Program – Winston-Salem, NC

04/2013-11/2013

Analyze financial reports and develop action plans to grow revenue Secure all storage and cash handling minimize risk and loss Demonstrated ability to achieve expected store financial results Provide direction, coaching and leadership for all employees Hire, train, develop, staff while ensuring the integrity of training program Ensure that meetings are executed daily, weekly, and monthly as expected

American Red Cross

Donor Notification Specialist- Charlotte, NC

01/2010-12/2012

Maintain Regional Correspondence with Hospitals/ Transfusion Services.

Suspect Product identifier adhering to Federal Regulations.

Manage National Biomedical Client Support System

Education: Johnson & Wales University

Bachelor of Science -2009- Charlotte, NC

Event Management

Successful completion of CompTia A+ Course:

University North Carolina at Charlotte: Skills Storm 2024

Skills :

Helpdesk, Desktop Support, Service Desk, Active Directory, Customer Service, Hardware Support. Media, Camera Operator, Stats, Scoring

Digital Graphics, Replay, Live Broadcast, Cable, Video, Support .

Analysis, Research, Management, Project, Planning

Additional Information :

●Microsoft Office Products

●Adobe Photoshop Suite

●Adobe Design Programs

●Graphic Design

●Illustrative Imaging

●Computer Design

●Art History

●Painting

●Data Entry

●Building Concepts

●Basic Computer Repairs

●Tracking issues to resolutions

●Customer planning

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