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Work Background
Tiger Technology and LogisticsSenior Field Services Engineer/ CEO
Mar. 2021Memphis, Tennessee, United States- Technology consulting, training, sales, installation, and support
- 99.8% on-time percentage
- Avg 300+ work orders annually
- 40+ residential and commercial customers
- 55.5% revenue growth in 2024
- Budgeting and financial planning
- Business operations management
- Government, commercial, and residential customers
- Provided exceptional customer service by effectively communicating with clients to understand their needs and address any concerns
- Managed inventory levels by accurately tracking parts usage and ordering supplies as needed to ensure uninterrupted service delivery
- Maintained detailed records of all service calls, including work performed, parts used, and time spent on each job
- Supported remote customers via phone or video conference sessions, guiding them through troubleshooting steps
Ingram MicroManager-Infrastructure and Site Support
Jun. 2018 - Feb. 2021Memphis, TN- Empowered and mentored staff of 9 site support technicians responsible for infrastructure stability of ten U.S. locations (5.7M square feet, over 8K user devices, over 300 servers, over 2,200 users). - Established complete infrastructure for two new facilities to include servers, network hardware, and user devices for locations in California (500K square feet) and Kentucky (150K square feet). - Collaborated with vendors to negotiate pricing, resulting in savings of $1.2M on the most recent project. - Managed desktop and laptop lifecycle deployment.
- Managed Windows 10 operating system upgrade from version 1809 to 1909.
- Guided support team on career goal setting and performance expectations. - Managed VOIP migration to include voice gateway and SIP installation.
- Managed team and projects utilizing Microsoft Teams, Zoom, and other online collaboration tools.
- Identified as a technical subject matter expert and escalation point for advanced troubleshooting challenges.
- Regularly assessed infrastructure components for opportunities to improve efficiency and reduce costs.
- Traveled the United States and Canada to conduct infrastructure training, site support and technology deployments.
Ingram MicroManager-Configuration Engineering Services
Aug. 2016 - Jun. 2018Millington, Tennessee- Introduced technical and soft skill development program for engineering staff. - Managed engineering staff responsible for prototype management and technician operations support.
- Constructed Microsoft deployment technology solution to support customer provided imaging solutions. - Instituted engineering change notification process to improve engineering to operations communications. - Initiated processes and application changes to migrate from physical forms to electronic forms. - Maintained server and network infrastructure needed for configuration operations. - Prepared, reviewed, and advised on RFPs, bid proposals, contracts, scope of work reports, and other documentation.
- Participated in technical research and development promoting improvements through innovation. - Identified as technical subject matter expert and escalation point for troubleshooting challenges. - Traveled globally to conduct infrastructure training, site support and technology deployments.
Ingram MicroSenior Infrastructure Architect
Jan. 2012 - Aug. 2016Greater Memphis Area- Senior support for over 5000 infrastructure items to include user devices, servers, and network equipment.
- Maintain infrastructure used by over 1500 associates throughout 12 locations in the US and Canada.
- Oversee local facility support teams on infrastructure support processes and procedures.
- Implement and support a global Microsoft SharePoint environment. - Provide expert level technical support for Windows and VMware environments.
- Continuously evaluate infrastructure for opportunities to improve efficiency and reduce costs. - Develop and spearhead infrastructure roadmap plan for next 5 years. - Collaborate with executive staff on strategic infrastructure decisions. - Travel globally to conduct infrastructure training, site support and technology deployments.
Ingram MicroManager-Infrastructure and Site Support
Jan. 2010 - Dec. 2012Millington, TN- Supervised local site support team of 15 members located in eight locations in North America and Canada.
- Counseled team members on individual performance, technical skill improvement, and soft-skill development. - Focused continuously on opportunities to reduce costs. - Developed lifecycle management plan, reducing maintenance costs by 40%. Collaborated with application development team.
- Spearheaded plan to reduce server outages by 60% in 12 months. - Traveled internationally to conduct infrastructure training, site support, and technology deployments.
Ingram MicroManager-World Wide Production and Site Support
Jan. 2002 - Dec. 2010Greater Memphis Area- Manage deployment of facility infrastructure hardware and software for North America, Australia, United Kingdom and France.
- Technical lead for global infrastructure support staff. - Vendor contract services supporting advanced logistics centers. - Responsible for local infrastructure engineering and support for global Warehouse Management System deployment.
- Continuously focused on cost reduction and system stability.
- Travel globally to conduct infrastructure training, site support and technology deployments.
Ingram MicroManager - Technology Integration and Site Support
Jan. 2001 - Dec. 2002- Coordinate and implement software and hardware upgrade, system expansion and system administration to windows based LAN systems for 500 workstations.
- Setup and maintain workstations and servers.
- Perform hardware and software upgrades and migrations.
- Develop and facilitate end-user training programs.
- Pioneer deployment of Windows 2000 Active Directory, DNS, and DHCP infrastructure.
- Implement Active Directory group policies to secure terminal server sessions, set Internet proxy settings, secure desktops and servers. - Design and maintain an automated system to process systems throughout our computer manufacturing department, which included image download and diagnostics.
- Conduct research and development on use of software and hardware with the intention to improve productivity where possible.
- Coordinate with new and existing customers on manufacturing opportunities.
- Travel the United States and Canada to conduct infrastructure training, site support and technology deployments.
Ingram MicroNetwork Engineer
Jan. 2000 - Dec. 2001
Ingram MicroLAN Administrator
Jan. 1997 - Dec. 2000
Ingram MicroConfiguration Technician
Jan. 1996 - Dec. 1997
United States Air ForceCommunications, Computer Systems Control Specialist
Jan. 1988 - Jan. 1992Design, implement, and support base and field telecommunications systems to include voice and weather data. Skills required included leadership, electronics, troubleshooting, as well as verbal and written communications. Awards: - Honorable Discharge
- AF Outstanding Unit Award
- AF Good Conduct Medal
- National Defense Service Medal
- AF Overseas Long Tour
- NCO Professional Education Graduation
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