Boyd Atterberry
End user support Team Director at Security National Financial Corporation- Claim this Profile
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Topline Score
Bio
Credentials
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Comp Tia A+
CompTIAApr, 2016- Nov, 2024 -
Apple ACIT
AppleNov, 2014- Nov, 2024 -
Apple ACMT
AppleNov, 2014- Nov, 2024 -
Microsoft MCSA
MicrosoftOct, 2013- Nov, 2024 -
Microsoft Certified Technology Specialist (MCTS)
Microsoft
Experience
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Security National Financial Corporation
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United States
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Financial Services
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100 - 200 Employee
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End user support Team Director
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Aug 2020 - Present
Oversees all end user IT support for the Security National family of companies. This includes both in person and over the phone support. Manages a team of help desk professionals and is accountable to the business for any and all help desk operations. This includes: Assign, monitor and review progress and accuracy of work of My team, Direct the efforts and provide technical guidance on more complex issues to team members, Coordinate referrals to appropriate technical, professional or service personnel for follow-up, Document, track, and monitor reported issues to ensure a timely resolution and future prevention, Responds to telephone calls, email and personnel requests for technical support, Plans and manages various projects to be enhance both end user and IT operations experience, Coordinates with other IT teams on all IT projects and projections for the business. Show less
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Marriott International
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United States
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Hospitality
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700 & Above Employee
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Market IT Manager
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Mar 2019 - Aug 2020
Oversee all day to day IT operations for multiple properties in the Utah area. Primary Responsibilities Included: • Assess Technology Needs within Budget Targets for Multiple Properties • Assist and/or provide input to IT Leadership for CAPEX and department operating budgets based on anticipated IT projects and property support/needs requirements. • Confirm that all IT areas are in compliance with appropriate Marriott International Policies and Information Security Manuals. Implements solutions as directed to resolve discrepancies. • Place equipment orders as directed relating to personal computers, telecommunications, local servers/networks; processes invoices. • Conduct periodic inventories of applications and hardware; prepares reports for property management as requested. • Confirm that technology assets are secured. • Comply with technology-related vendor contracts. • Build and Sustain Relationships with Customers, Vendors, and Peers/Coworkers • Write and present proposals, analyses, project plans, cost models, etc. in written and/or oral formats. • Provide service to multiple property employees. • Respond to inquiries from customers/vendors/peers. • Provide detailed status reports. • Ensure all Properties Technology Needs are Met • Assist in disaster recovery and business continuity as it relates to technology. • Provide escalation and guidance to properties for all IT relates inquiries • Image desktops, install new software applications, apply patches, map drives to appropriate server/network. • Move/add/change PCs/peripherals; migrating data when necessary. • Perform routine desktop backup as scheduled or directed. • Provide end-user support. • Confirm technology security and technology compliance measures are in place. • Manage properties network infrastructure • Create and maintain secure server environment. Performs server backups and routine preventative maintenance. • Provide project support for corporate, regional and property initiatives. Show less
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Milestone Technologies, Inc.
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Field Technical Manager
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Jun 2018 - Mar 2019
Provided White-Glove concierge level customer experience supporting internal employees face-to-face, via chat and over the phone. Scheduled and communicated travel to regional offices to provide in-person support on a regular basis. Provided constant updates to your users to keep them in the loop with the status of their incidents, requests or problems. Educated users on basic functions and new technologies that will help streamline their workflow Troubleshot network connectivity issues including; digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network. Supported users on applications and tools within the environment including; Office Suite, RSA, Okta, Collaboration tools (Zoom, WebEx, Cisco Jabber, etc), Provided walkup/desktop support during normal business hours, Mon-Fri. Maintained local inventory to ensure replacement equipment is always on hand. Supported IT Escalations impacting the site Provided Conference room support and maintenance Provided Audio/Visual support for large scale meetings, and proactively test equipment to ensure full functionality. Performed Room sweeps/break fix Working knowledge of Active Directory and basic AD administration Strong Windows 7/Windows 10 Enterprise Environment, Mac OS X El Capitan and Sierra, respectively Coordinated closely with the Office Manager to determine when issues arise how best to resolve them and with which team/course of action. Show less
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Wasatch School District
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United States
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Primary and Secondary Education
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100 - 200 Employee
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IT Specialist
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Aug 2015 - Jun 2018
Oversaw technology needs for two elementary schools Supported over 1000 users and devices with both hardware and software daily Supported all smart learning devices, audio and video equipment, peripheral devices, printers, smart projectors and smart tv’s Established the system as a warranty service provider for Lenovo-IBM Was the device repair technician for the district Lead tech oversaw repairs for all devices within the district Troubleshot, diagnosed and repaired machines (over 6000 devices) Maintained parts inventory Processed warranty claims Trained the other technicians on repair policies and procedures Completed fiber optic projects, updating and maintained inventory, pre-wiring new buildings, maintained directories and databases and any other technology related task Show less
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Simply Mac - Apple Premier Partner
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Retail
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100 - 200 Employee
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Mobility Manager/ Repair Technician
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Feb 2014 - Aug 2015
Simply Mac is the largest apple specialist in North America. As the mobility manager I oversee anything and everything mobility related. This includes processing new lines and upgrades as well as activations though AT&T’s systems as well as the setup of the device, training the customer and configuring the devices. I also over the troubleshooting and repairs of all mobile devices that come through the store. I was responsible for Apple iPhone and iPad repairs though apple’s GSX system. As part of this position I am trained in AT&T’s systems and compliance training as well as Apple Product Professional and Apple IOS Certified. Show less
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Best Buy
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Retail
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700 & Above Employee
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Geek Squad Agent / Computer and Tablets Team Lead
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Jul 2013 - Feb 2014
As a geek squad agent I diagnosed and repaired both pc and mac computers as well as tablets, both android and apple based, as well as cell phones of all kinds and varieties and provided customer service and training directly through customer interactions. This included making sure that correct rules and procedures were followed throughout the entire process of receiving and checking in the device, diagnosing and repairing the device and the pickup process. I also provided overflow service and support to the customer service department, computers and tablets department and the mobility department. As part of this position I was required to be Microsoft A+ Certified. As the computers and tablets team lead my responsibilities included to oversee the sales team in that department to ensure that customers were taken care of and that as a team we were hitting our sales goals. This included making sure that employees were properly trained and continually coached on ways to improve sales. I also received various other tasks from the department manager and cross trained in other departments to help out where needed. Show less
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Vivint
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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Sales Rep and Field Service Technician
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Jul 2011 - Jul 2013
Troubleshot and repaired customers’ security systems Installed new security systems Trained new employees in sales, installation and repair techniques and procedures Top in first time fix ratio and customer upgrades Inside and outside sales, over the phone and door to door sales Top tier team, promoted to team lead Worked under team manager ensuring team performed to expectation and coached and trained new employees and new team members Troubleshot and repaired customers’ security systems Installed new security systems Trained new employees in sales, installation and repair techniques and procedures Top in first time fix ratio and customer upgrades Inside and outside sales, over the phone and door to door sales Top tier team, promoted to team lead Worked under team manager ensuring team performed to expectation and coached and trained new employees and new team members
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Platinum Protection
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United States
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Security and Investigations
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1 - 100 Employee
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Alarm Technician Manager
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Feb 2007 - Jul 2011
Installed security systems Trained new customers Managed a team of 6-8 technicians Maintained inventory levels Ensured jobs were completed correctly and in a timely manner Installed security systems Trained new customers Managed a team of 6-8 technicians Maintained inventory levels Ensured jobs were completed correctly and in a timely manner
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Comcast
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United States
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Telecommunications
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700 & Above Employee
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Customer Support Representative
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Jul 2009 - Jul 2010
Over the phone customer technical support Troubleshot problems by phone and helped customers resolve their technical problems Escalated unresolved issues and scheduled service technician appointments Supported internet phone and television problems Took overflow calls for billing and sales Over the phone customer technical support Troubleshot problems by phone and helped customers resolve their technical problems Escalated unresolved issues and scheduled service technician appointments Supported internet phone and television problems Took overflow calls for billing and sales
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Education
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2017 - 2020
Western Governors University
Bachelor's degree, Computer/Information Technology Administration and Management -
2014 - 2016
University of Phoenix
Associate's degree, Information Technology
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