IT Support and Network Engineering Professional
Resume:
Eugene F. Potts
Andover KS *****
********@*****.***
https://www.linkedin.com/in/eugene-potts-03775744
CAREER OBJECTIVE:
IT Support / Desktop Support / Project Management / Network Engineer
SUMMARY OF QUALIFICATIONS
Many years of computing information technology experience including HP, Dell, and IBM/Lenovo desktops/Laptops, i-pads, network printers, phones/VOIP phones, network support, hardware/software break-fix support along with computer refresh project experience in Win7, Win8, Win10 and Win11.
Experienced in small, medium, and large companies supporting desk side customers in multiple buildings dealing with switches, servers and pcs, printers, and hardware and software issues. Also have seven years of experience with a fortune 500 company working in the Information Services/Shared Services and computing security organizations and as a member of a Global Enterprise Help Desk working 25-30 calls a day both onsite and from a home office.
Worked for an Electric and a Gas Utility company supporting end-users in brick and morter bldgs and in their service trucks using cell service as Wi-Fi service.
Also supported software and users in over 800 automobile dealerships across the nation. Earned outstanding customer service awards from military organizations in and outside of Wichita, Kansas due to the ability to fully understand customer's needs, processes, and environments.
PROFESSIONAL EXPERIENCE
USD396 Douglass High School, Douglass, Kansas, August 3 2023 - Current, Assistant Technology Director/IT Support Tech
Responsibilities:
Desktop support for multiple buildings including breaks/fixes, move, add and change, HW/SW support including 1000+ hardware devices, installs/updates/imaging Win10 & Win11, and network and stand alone printing services for all administrators, teachers, students, transportation, and maintenance employees
Web page updating, development/support using SmartSites/ParentSquare
Network/Wi-Fi support
Student/Staff Access Administration – Active Directory
Laptop, desktop (HP/Dell/ByteSpeed, and i-pad support
Trouble Shooting - HW/SW, Workstations, network and stand alone Printers, voice/video
PC/Laptop h/w repairs and in charge of ordering and maintaining parts
TV and Projector support
IT Support Tech II – Kansas Gas/One Gas/GDH Technologies, Wichita Ks April 2022 to Oct 2022 (Contractor)
Provided customer facing end-user support that included:
Installed and Configured desktops, laptops, mobile devices, and associated Peripherals and related Software.
Performed Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.
Performed onsite updates, Configuration changes, or Software installations.
Provided onsite technical assistance to End Users.
Managed the Service Now ticket queue and ensured tickets were resolved and closed within the defined service level agreement.
Responded to end-user requests for updates on ticket status and promptly followed up as needed.
Coordinated with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Coordinated with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
Cisco and Extreme network switch support, network drop support, and network troubleshooting of devices on the network
IT Support/Field Services Tech – HCL/Ascension-Via Christi - Wichita KS Feb 2022 – CONTRACT
Provided customer facing end-user support that includes:
Installed and Configured desktops, laptops, mobile devices, and associated Peripherals and related Software.
Performed Break/ Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.
Perform onsite updates, Configuration changes, or Software installations.
Provided onsite technical assistance to End Users.
Identified potential issues that could adversely impact End User experience and follows through on action steps to prevent.
Managed the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinated with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Performed end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinated with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
Provided IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provided IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
Provided On-call support if required outside business hours on a rotational basis
Provided Hands and Feet support for network data and voice devices, worked in network closets trouble shooting cable connections in Extreme and Cisco Switches
IT Support/Network Engineer – TEK Systems/Ascension-Via Christi – Wichita, KS Jan 2021 – Dec 2021 (Contractor)
Project: Wireless Access Point refresh and Day-to-Day operations
Configured new Extreme switch ports in network closets for Wifi Access Point connections
Patched/connected new network cables to correct network switch ports in network closets
Received new Access Point hardware via shipping docks
Verified correct shipping material
Created labels for new Aruba Wireless Access Point devices
Replaced old Cisco Wireless Access Point Devices
Day-to-Day Operations:
Worked from Service Now network group ticket system queue
Worked break/fix tickets on network issues including printers, VOIP phones, network jacks for pc’s, printers, phones, and many other medical devices
IP Address cleanup via Netdisco and InfoBlox Grid Manager software
Configure Extreme Switches and Cisco Switches via Secure CRT and Extreme Enterprise Device Manager (gui)
Troubleshooted network switch ports and network wall jacks per VLAN requirements
Worked with vendors to ensure network drops are terminated properly and in correct locations
Worked with desk-side service employees when needed for trouble shooting and on location issues
Worked with end users to verify network drops, answer network questions and clarifications in Service Now tickets
Monitored APC UPS device warnings and replace devices as needed
IT Support - TEK Systems/CSS Industries Manhattan KS – Nov 2020 – Dec 2020 (Contract Position)
Backed up user data
Re-imaged Desktops and Laptops due to Ransom Ware attack
Joined pc’s to domain
Renamed pc’s
Resetting of User Passwords
Provided MAC addresses to Remote IT group who also worked to get pc’s back up and running
Communicated project updates to company Leads/Managers/Supervisors
Project: IT Support Tech - June 2020 – Nov 2020 TEK Systems/Ascension-Via Christi (Contract Position)
Prepared and installed new PCI Credit Card readers at multiple sites for Via Christi/Ascension in Wichita, Derby, Winfield, Pittsburg, Wamego, Fort Scott, and Manhattan KS.
Checked for power, network, and location for new credit card readers
Met with three different vendors to inspect/verify their work of new network drops
Made network jacks hot and installed new network credit card readers on the network at customer’s desks
Installed software and any drivers for credit card readers
Upgraded RAM in computers if necessary
IT Support Specialist – General Electric (Winfield/Arkansas City KS) Sept 2019 – March 2020 (Diversant Contractor)
Responsibilities
H/W and S/W Support for 750+ End User in office and manufacturing environment
Image/post image Dell, Lenovo and HP laptops, tablets, and desk tops with Windows10 OS using company images
Set up and trouble-shooting of local and network printers
Managed Service Now trouble ticket queues
Software Support Specialist – Kansas Star Casino (Mulvane KS) May 2019 – July 2019
Responsibilities:
H/W and S/W Support for 800 + End Users
Access Management of many different Casino systems and software including Active Directory, Office365, and ProxSafe badging/keys
Trouble shooting of VM Thin Clients, pc’s, laptops, Mitel IP Desk Phones, cell phones, TV’s, ATM’s, mini towers and castnet devices
Monitor Server Backups with onsite/off-site tape storage
POS systems and peripheral support including printers
Network Printer support
Software Support Specialist - BG Products, Inc. (Wichita Ks) Jan 2017 - Aug 2018 (Contractor)
Responsibilities:
Supported VMA automobile software for 800+ dealerships across the US using GoToAssist and Hamachi products to remote into pc's and servers
Supported 70+ product distributors across the nation using VMA software/CDK & DealerTrack
Updated SQL Dbase - updated data tables per customer requests and company requirements
Access Management - Set up new accounts, set access permissions, updated customer data, deleted old accounts
Set up and trouble-shooting of remote network printers
Service Now Ticketing system
Acted in company commercials and training videos at a local dealership
IT Support Tech - Pulse Systems Inc. (Wichita KS) Oct 2015 - Jan 2016 (MegaForce Contractor)
Responsibilities:
Built/imaged Lenovo and HP laptops and desk tops using Windows 8.1 and Windows10 for 500 Wichita and out of state employees
Installed specialized software and License software as needed
Daily usage of Active Directory and Server 2012
Managed Jira trouble ticket system queue
Assisted with asset management for laptops and docking stations, IP phones, mice, keyboards, all cables, monitors, memory and hard drives
IT Support Tech - Cox Communications (Wichita KS) - February 2015 – August 2015 - (HMG America Contractor-1099)
Responsibilities:
Transported computer equipment from multiple buildings to distribution warehouse
Desk side hardware/software support for desktop and laptop computers in multiple buildings for roughly 4,000 customers in the multi-state central region, (break/fix-repair, trouble shooting, installs, and Windows 7 imaging)
Network/wireless and IP Cisco/Avaya desk phone set-ups and trouble shooting, network printer support
New pc and phone imaging and installs (new laptop-desktop deployments, asset management, lost workstation inventory)
Customer Walk-Up Support – h/w and s/w trouble shooting for customers using ipads, tablets, iphones, android phones, etc.
Training of new hire employees - passwords, basic pc fundamentals, mapping drives & printers, file saving, etc
Active Directory and SCCM 2012 management
Mobile Iron/TouchDown management
Audio/video support for 500 customers in the central region
Onsite Support Level 2 – Experis/Manpower Group (Spirit Aerosystems) – December 2012 – December 2014 (ManPower Contractor)
Responsibilities:
Transported computer equipment from multiple buildings to distribution warehouse
Provided technical assistance and support to 9,000+ end users in multiple buildings including HP and Dell system hardware, software, and networks (voice, video, and data) to resolve end-user computing problems at the end-user's location.
Worked directly with any and all end-users, provided guidance on effective use of delivery systems products and services.
Utilized knowledge of desktop computing systems hardware, software, and/or network systems or components to resolve issues. Applied knowledge of high-end, specialized-capability, or personal-productivity-type components located in the immediate user/customer area (e.g., scientific and engineering workstations, personal computers, etc.), including the hardware architecture, software architecture, tools, and interfaces applicable to the specific products and services being provided, to assigned projects.
Used knowledge of applicable computing disciplines (e.g., change configuration, problem, performance, and operational management, etc.) to ensure that customer delivery systems requirements are met in a cost-effective manner that complies with company standards, policies, and procedures, and regulatory requirements.
Customer Service Engineer –- December 2007 - August 2011 (Decision One/Glodyne Contractor)
Responsibilities:
Transported pc's, laptops, phones, monitors, keyboards, mice, and other hardware equipment across Wichita KS via a van
PC deployment/refresh and H/W - S/W outage break-fix in multiple buildings (6,500+ employees) for IBM desktops, laptops, and towers, also Dell Optiplex, Precisions, Latitudes
H/W and S/W installs, repairs, upgrades and trouble-shooting
Ghosting/imaging all types of workstations with Windows 7
Data Backups and restores
Move/Add/Change – working on projects as large as 500 individuals within the same building or multiple buildings
Asset management using USD ticket management system
Adhered to tight SLA guidelines
Technical Support Specialist – BeautyFirst, Wichita, April 2007 – July 2007 (Company Relocated to Canada)
Responsibilities:
Technical support for corporate office and approximately 100 beauty salons (500 employees) across the U.S.
H/W and S/W troubleshooting including break/fix, installs and upgrades
Ghosting HP and Dell workstations with Windows 7
Point of Sale s/w support and troubleshooting including reporting
Consumer data retrieval and investigations via SQL database
Basic asset management/shipping receiving
Self Employed/Contract Technical Support – June 2006 – April 2007
Responsibilities:
Supported home and small business HP and Dell personal computers in the Andover, Augusta, and Douglass Kansas areas including GE/Strother Field
Installed/updated software
Hw/Sw trouble shooting
Spyware/virus removal
Internet troubleshooting
Performance issues and troubleshooting
Enterprise Help Desk - Boeing Wichita, March 2005 – June 02, 2006
Responsibilities:
Boeing Enterprise Tier 1 desktop support including, H/W, S/W, Voice, Video, and Remote Access via phone (95,000+ employees)
Communicate with Tier 2 and Tier 3 support groups when necessary for dispatching trouble tickets via Remedy
Dispatch Remedy Trouble Tickets to correct support group as needed
Posses the following skills: Honed problem solving, focused listening, detail oriented, polished communicator, team philosophy, process driven, team leader
USD396 Douglass High School, Douglass, Kansas, September 2004 - March 2005, Assistant Technology Director/IT Support
Responsibilities:
Transported computer equipment to and from different buildings and across all campuses
Desktop support in multiple buildings including breaks and fixes, move, add and change, HW/SW installs/updates, and printing services for all administrators, teachers, and students
Web page development/support
LAN support
Student/Staff Access Administration
Laptop support (Compaq, Dell, HP and IBM)
Voice Mail/Server Support
Trouble Shooting - HW/SW, Workstations, Printers, voice/video
USD396 Douglass High School, Douglass, Kansas, July 2003 - September 2004, Computer Lab Coordinator
Computer Lab Responsibilities:
Provided
Hardware/software support on 50+ workstations including printers
Maintained wireless mobile lab containing 22 laptops
Supported and troubleshooting workstations used by students, teachers and administrators
Performed routine cleaning and maintenance of hard drives including file and program deletion
Ghosting workstations
Updated and install software/programs as necessary
Monitored web site violations via Shelterbelt filtering software
Assisted teachers and students in the usage of USD396 programs and software
Assisted Director of Technology in maintaining student Novell Network user accounts
Wichita Computing, Access Administration/Computing Security, Boeing-Wichita, 1999-2002
The Boeing Company, Wichita, Kansas, May 2000 – March 2001
Access Administration Responsibilities:
Project management
Added, modified, and deleted computing access accounts for all Boeing and non-Boeing employees
Performed non-Boeing computing account approvals via EPSS
Served as interface to other Boeing divisions, help centers, shop floor computing focals, suppliers, vendors and foreign partners for computing access
Provided problem determination, resolution, and consultation services for all end users of approved business units
Performed group presentations for training purposes
Participated in weekly global net-meetings/teleconferencing
Computing Security Responsibilities:
Conducted annual Wichita division computing security awareness training,
Developed and implemented policies with computing security organizations, which benefited shop floor employees Assisted with investigations on employees who broke company computing security policies
RACF administration for 20,000 employees
Attended computing security meetings with managers and other system administrators to discuss security policies and procedures
Worked with foreign and foreign national employees and their system accesses relating to ITAR and EAR policies
Enterprise/Distributed Server Metrics: The Boeing Company, Wichita, Kansas, February 1998-May 1999
Responsibilities:
Developed and documented processes for lost workstation hours (LWH) and defects per million (DPM)
Reviewed service level agreement definitions with local and enterprise groups
Provided distributed servers metric visibility to all support groups using common reports
Established common processes and tools for consistent and reliable data collection on distributed servers
Used Value Stream Mapping techniques to produce lean processes for each group (Six Sigma/Lean Processes)
Improved communication and problem ticket management between support groups and customers using distributed servers
Provided visibility of problems on distributed servers to upper management
Mainframe System Operator II: Boeing Wichita, Wichita, Kansas, May 1996 - February 1998
Responsibilities:
Monitored mainframe and distributed systems performance including hardware and software failures
Ensured end-user access to systems which included trouble shooting
Responsible for system recovery and problem diagnosis/escalation
Maintained LAN user support (file restores, print queue monitoring)
Initiated distributed file server backups on DCA system (Data Collection)
Experience with CICS, CMS, TSO, IMS, SFC, SDSF, and SPF
Work experience prior to 1996 available upon request.
EDUCATION
Bachelor of Science - Computer Information Systems, Friends University, Wichita, Kansas (18 hrs short)
Course work in General Education, Friends University, Wichita, Kansas
Course work in Math/Computers, Butler County Community College, El Dorado, Kansas
Course work in General Education, McPherson College, McPherson, Kansas
OTHER TRAINING
OS/Software: Win7, Win8.1, Win10, and Win11, Citrix, MS Office, SCCM, Bitlocker, BitDefender, Catia, JIRA, Service Now, Remedy, Avaya, Cisco IP Phones, Cisco WebEx, Cisco Jabber, Cisco VPN, Citrix, Six Sigma/Lean, EPSS, SQL, HTML/Web page development, Nortel, VPN, SAP, ERP, Mozilla, Internet Explorer, Chrome, MS Net-meeting, TEAMS, Remote Desktop, LogMeIn, WEBX, SMS, VNC, Bomgar, RACF, VRA, SFC, Effective RACF Administration, Project Management, Coaching, Team Work Skills, Leadership Skills, coordination with groups, training skills, Export Control Awareness – ITAR/EAR
Zoom and Teams support
VOLUNTEER/CIVIC ACTIVITIES
Defensive Driving Course
Classroom Mentor for Seal Elementary - Boeing Scholastic Tutor Program, Douglass, Kansas
Certified Kansas Rule 10 Coach Middle School Football, High School Football/Basketball, ASA Softball, and Babe Ruth Baseball
Kansas State High School Activities Assoc. Certified Football Referee
Secret Clearance many years ago
Tornado Spotter, Fire Brigade
CPR Adult & Child/Infant
Certified American Red Cross Volunteer
St. Judes Supporter
Wichita Kansas - Full Marathon Athlete
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