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Work Background
HemmersbachIT RFS Coordinator
Jul. 2023 - Jan. 2024Tucker, Georgia, United States• Managed and dispatched technical resources, enhancing client support and operational efficiency in the project delivery timeliness, through the optimization of resource allocation and response strategies
• Tailored service quotes for various projects to align with the specific client requirements and budget limitations
• Supervise and authorize work hours and compensation for personnel, ensuring accurate record keeping and adherence to the client’s policies
• Directed a cross-functional team effort to address and resolve complex technical issues, improving system reliability and customer satisfaction, through the utilization of specialized knowledge and fostering collaborative problem-solving.
HemmersbachSR. Information Technology Specialist
Mar. 2021 - Jul. 2023Tucker, Georgia, United States• Managed the installation and maintenance of IT equipment • Provided remote and desk-side support to customers, ensuring timely resolution of issues.
• Diagnosed and resolved issues related to desktop, applications, networking and infrastructure
• Oversaw equipment inventory, ensuring efficient management of both old and new equipment at site
• Delivered 2nd and 3rd level support, handling more complex and escalated issues
• Ensured adherence to the IT department's policies and procedures
• Activity directory users and domain management
ActioNet, Inc.FAA LCM Project Deployment Tech & Site Lead
Nov. 2016 - Oct. 2020Site/Technical Lead
• Efficiently communicated with site stakeholders to secure site access and deployment locations, thereby elevating project deployment efficiency
• Managed the scheduling and successful replacement of devices, ensuring minimal disruption • Led a team in providing technical and non-technical support
• Generated end-of-day reports for management, outlining issues, completions and reschedules • Implemented IT strategies and supported business changes
Deployment Tech
• Performed replacement of End-of-Life laptops and desktop machines with new Windows 10 laptops
• Conducted data backups, and transformation of to new devices
• Ensured all hardware and applications were fully functioning after migration
• Activity directory users and domain management
• Ensured minimal downtown for users receiving new device
TEKsystems Inc.Microsoft Retail Technology (Deployment Tech)
Sep. 2014 - Mar. 2016• Directed the installation and configuration of new POS systems, VOIP phones, and various IT hardware
• Managed Return Merchandize Authorization (RMA) processes and collaborated with other cross functional teams
• Managed accountability for millions of dollars of IT equipment
• Liaised with Microsoft partners and executives to coordinate deployments, store setups and resolve issues
• Led Enterprise resource planning (ERP) project to replace POS systems with Surface Pros within Microsoft stores
• Managed assets return, repairs and replacements with vendors
TEKsystemsDiscovery Analyst/QA (Win7 Readiness Project)
Nov. 2013 - Jun. 2014• Manually installed and tested various software on a Windows 7 virtual machine to check for compatibility and functionality
• Collaborated with stockholders to evaluate and gather feedback on functionality
• Identified and resolved any issues during the testing phase to ensure optimal performance
• Developed detailed installation guides for each application to facilitate smooth deployment and user adoption
Fidelity Bank (Digital Signature) PC Technician- Contractor
Apr. 2013 - Sep. 2013• Provided technical support network, VOIP systems and software
• Administering security patches and updates via Kaspersky Endpoint Security Console.
• Managed Imaging and configuration of hardware.
• Conducted migration from one OS to another OS for deployment • Active directory users and computer management • Supporting network and local printers, along with troubleshooting network remote sessions and VPN issues.
• Ensured compliance with SLA standards and provided end-user technical solutions.
Nageve Solutions GroupConsultant
Jan. 2010• Maintained up-to-date knowledge of industry trends as well as emerging technologies related to consulting services.
• Established effective relationships with customers, vendors, and stakeholders at all organizational levels.
• Provided support to consumers and business for different platforms including Onforce, Fieldnations, and FieldSolutions for hardware, software, network setup/ configuration, IP Camera, Printers, Server and POS/ KIOSK systems.
• Performed installations and configurations on various IT equipment
• Deployment and conversions to new system, ensuring seamless transitions
• Offered support for PC, MAC, Mobile phones (iPhone, Blackberry (RIM) and Androids), iPads, and iPods
• Ensured all resolutions were within allocated Service Level (SLA)
6ksystemInformation Tech Specialist
Dec. 2008 - May. 2010• Provided comprehensive support to stakeholders on software, hardware and networking
• Initiated and managed various projects, including PID security cards software and training staff on its use, as well as AutoCAD software installation
• Performed installation and updated software.
• Provided support and account management for Lotus Notes and BlackBerry.
• Active Directory user and computer management
• Configured network settings to ensure secure access to the organization's resources both internally and externally.
PathfireInformation Technology Specialist
Oct. 2006 - Dec. 2008• Ensure secure access to the organization's resources both internally and externally by configuring network settings
• Addressed device-specific problems, network performance, and internet connectivity.
• Utilized technical knowledge and business skills to conduct customer service recoveries
• Handled incoming support calls from users nationwide, resolving helpdesk tickets and internal issues as they arose.
• Diagnosed and resolved uplink and downlink with satellites.
• Ensured server provisioning and functionality using the UNIX command line, and managed file transfers.
• Managed and maintained the workflow of the tickets, emails, alerts, and all monitoring tools used.
• Utilized remote sessions tools like Citrix, GoToAssist, or PCAnywhere to install software, check the status of video and audio components and resolve application errors, escalating issues when necessary.
• Troubleshoot and resolved issues, bugs, and chronic problems, coordinating with software development or engineer team.
Bravo TechProject Lead
Apr. 2006 - Sep. 2006• Tracked performance metrics for each project, implementing corrective actions as necessary to ensure project success
• Utilized strong communication skills to coordinate with stakeholders and team members, facilitating smooth project execution
• Monitored, documented, and communicated project progress of each site to the PM and stakeholders, ensuring transparency and accountability
• Track and approve time sheets and budgets, maintaining strict financial oversight
• Managed a Build, Deployment, and Customer Service team, and provided guidance and support to meet project deadlines efficiently
• Addressed complex hardware and software issues using advanced testing tools and techniques for desktops, laptops, servers, or LAN/WAN.
• Oversaw equipment inventory, ensuring efficient management of both old and new equipment • Facilitated meetings with stakeholders to discuss progress updates, milestones and resolve any concerns.
nterAct TechnologySupport Analyst
Oct. 2003 - Nov. 2005• Developed and maintained strong customer relationships by providing timely responses to inquiries and resolving issues.
• Provided hands-on technical support to end users for Dell, Compaq/HP, and IBM PCs/Laptops.
• Identify and resolve issues across all installed hardware, software, applications, end-user software, operating environments and printers.
• Active Directory users and computer management
• Installed and monitored various Windows environments, • Migrated desktop systems from Windows 98 to Windows 2000 Professional, and Windows XP, performing extensive testing to ensure compliance with specifications.
• Successfully planned and implemented the Small Business Server 2003 and the upgrade of MS Exchange Server from 2000 to 2003.
• Addressed and resolved technical issues via phone and email support for a client base of over 5,000 employees.
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