Technical Support Engineer

• Jun 2015 - Present

Linux Support Engineer

• Aug 2012 - Jun 2015

Systems Administrator

• Sep 2010 - May 2012

• Administration of both OS X 10.6 Server and Windows 2003 R2 machines that were used for file serving, web development staging, web hosting, Microsoft SQL Servers 2000/2005 and Kerio Connect (Exchange alternative). • Installed new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements. • Contribute to and maintain system standards. Supported agency iPad’s and iPhone’s for existing and new employees. • Performed daily backup operations, ensuring all required file systems and system data were successfully backed up. • Performed regular file archival and purge as necessary. • Created, changed, and deleted user accounts per request. • Repaired and recovered from hardware or software failures. • Applied OS patches and upgrades on an ongoing basis, and upgraded administrative tools and utilities, and configured / added new services as necessary. • Performed ongoing performance tuning, hardware upgrades, and resource optimization as required. Configured CPU, memory, and disk partitions as required. • Maintained data center environmental and monitoring equipment. • Addressed urgent help-desk tickets with efficiency and promptness.

IT Support | Tier 1 Tech for Durham Public Schools

• Mar 2010 - Sep 2010

• Maintained desktops, laptops, and servers for several K-12 schools totaling around 500 machines, both Mac and Windows-based. • Addressed break/fix issues that were submitted by faculty through the school systems’ help desk site. • Deployed new Apple and PC systems after installing and configuring the necessary software depending on the use. • Configured iPad’s and iPhone’s for use in the classroom. • Instructed school staff on the use of the technology that is available to them. • Coordinated with the networking department for installation and configuration of switches and WAN connectivity. • Participated as guest speaker at one of the schools focusing on careers in IT and computer-related fields.

IT Support | Tier 1 AppleCare CPU/iPhone Advisor

• Jan 2009 - Mar 2010

• Received and managed incoming calls for technical support on iPhones and multiple CPU Apple products. • Responded to telephone inquiries and complaints with customers in reference to Apple Desktops and the Apple iPhone. • Used proven troubleshooting methods to resolve customer issues over the phone. • Provided guidance, training, and troubleshooting support to new agents. • Consistently maintained a Customer Satisfaction Survey score of over 95%. • Informed customers of services and accessories available for their products • Assisted the IT Department with deployment of Apple desktops at the new ACS call center for taking AppleCare related calls.

IT Support

• Jan 2006 - Dec 2009

PC Refresh Technician

• Jan 2008 - Dec 2008

•Main focus was to backup Lotus Notes data as well as any personal documents from PC’s that were to be replaced by new ones or that remained in place but were converted from Novell to Windows Active Directory. •Ran scripts necessary to the automation of adding new or in place PC’s to the new domain. •Maintained organization and process of computers stage of completion. •Conducted basic inventory of PC’s that were being phased out in order to securely wipe clean for donation. •Windows XP Pro used as primary operating system.

Lead Technician / IT Manager

• Jan 2005 - Dec 2006

Operated a CT scanner for capturing images for medical and dental applications. • Converted and cleaned up images to be rendered in 3D that was then made into real models for doctors to replicate surgery before the actual procedure on the patient. • Responsible for delivering data/prints to doctor’s offices and the dental college on University of Florida campus. • Involved in initial office set-up including the purchasing and configuring of the computers used for various tasks. • Connected the main dental office to the CT office via VPN for easy retrieval of patient records from their proprietary database software. • Windows XP Pro used as primary operating system.

CCTV/Alarm Installation Technician

• Jan 2001 - Feb 2005

Oversaw/installed CCTV systems in remodel and new construction projects in big-box retail establishments. • Upgraded and maintained systems in medium to large retail environments. • Pulled coax from camera locations to the head end. • Assembled and wired computer racks for DVR/analog recording and camera system control equipment. Installed and configured Dell PowerEdge servers for use with proprietary DVRs and on the businesses intranet for remote viewing of cameras and archived video. • Installation of fire and burglar detection devices. • Wired alarm panels and modules for these systems. • Tested and, if necessary, troubleshot issues out in the field. • Managed several employees in direction of work to be completed and resolve otherwise irresolvable issues relating to other contractors. • Consistently met deadlines earlier than expected.