Experience

OnPoint

• United States
• Information Technology & Services
• 1 - 100 Employee

• Network Administrator

  • Sep 2015 - Present



Technica LLC

• Charleston, NC

• IT Manager

  • Mar 2011 - Jan 2018

  PROMOTE AND EDUCATE CUSTOMERS on use and value of the network architecture. Diagnose and resolve problems in response to customer-reported incidents. Manage and train personnel on proper procedures and policies regarding equipment. Create training materials, instructions, and standard operation procedures for personnel and users. Ability to effectively communicate technical information to individuals of all backgrounds and organizational levels. RESEARCH, EVALUATE, AND PROVIDE FEEDBACK on problematic trends and patterns in customer support requirements. Ensure correct installation, configure, upgrade hardware and software, operating systems, telecommunication equipment, and pertinent applications. Confer with staff, users, and management to establish requirements for new systems. PERFORM REQUIRED COMPUTER MAINTENANCE BY DIAGNOSING, troubleshooting, identifying, and isolating computer problems through preventive maintenance and coordinate with automated data processing vendors to ensure repairs, replacements, or correction to equipment. ANALYZE SYSTEMS AND CONDUCT VIRUS RESCUE OPERATIONS by isolating the problems, tracking the infection, removing the virus, and counseling employees. Perform routine preventative maintenance on hardware and software. Responsible for troubleshooting workstations, networks, software applications, phones, copiers, scanners, and other technology equipment. WORK DIRECTLY WITH SUPERVISOR AND MANAGEMENT to ensure data and corrective actions are completed as necessary. Maintain thorough knowledge of the organization and adhere to all standards and regulations. Respects confidentiality in discussing consumer / participant, staff, volunteer, and organizational matters, as well as, the organization, projects, financial, and personnel related information. Review project plans and coordinate project activity. Stay abreast of advances in technology to present to organization management. Show less



Rackspace Technology

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Jungle Disk Support

  • Nov 2009 - Oct 2010

  PROVIDED TECHNICAL SUPPORT TO CUSTOMERS via phone, internet chat, and ticket system. Identified problems and reacted quickly to repair the issue. Ensured internal personnel system complaints and issues were documented and resolved in an efficient manner. Maintained log of open issues. Entered completed transactions into database. INSTRUCTED AND GUIDED INDIVIDUALS through troubleshooting and proper maintenance procedures to counteract future system failures. Prepared user guides, community forums, and FAQ sheets to benefit customers. Show less



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Mac Genius

  • Jul 2006 - Jan 2009

  PERFORMED SENIOR TECHNICIAN DUTIES at one of the most high-volume Apple stores in the United States. Provided a consultative approach to technology support in a customer-friendly environment. First- line of support for internal technical issues including the store Xserve, wireless network hardware, POS software, and phone system. EFFECTIVELY COMMUNICATED WITH CUSTOMERS AND PERSONNEL regarding complaints and computer system issues. Resolved complex technical issues quickly and efficiently. Worked directly with store management team to ensure high-quality customer service. Assisted sales specialists with complex customer issues. Knowledgeable about benefits of AppleCare. RECEIVED SEVERAL TECHNICAL CERTIFICATIONS to better assist customers with Mac OS X, Macintosh Portable, and Macintosh Desktop systems. Selected as the director for Apple’s Grow Your Own Technical Apprentice program. Show less