Experience

AGRO Merchants Group

• Netherlands
• Truck Transportation
• 300 - 400 Employee

• Regional IT Engineer

  • May 2020 - Present

  • Resolved any virus and malware issues and managed Windows • Maintained various hardware and software and worked on the improvement of data security.• Configured Cisco VPN, backed up and restored data, and managed relevant correspondence.• Prepped new laptops and desktops for deployment; installed software and operating systems.• Managed call flow and prioritized response efforts.• Utilized diagnostic tools and strategies to solve technical issues and provide preventative maintenance.• Implemented data security safeguards and security monitoring systems with Apex One-Trend Micro, due to industry compliance requirements.• Utilized Managed Engine to mange tickets in queue• Recommending disaster recovery solutions, preventative maintenance, network configuration as well as recommending future network and computer policies to protect IT assets and insure compliance.• Configured Cisco VOIP phone for the staff• Troubleshoot various network issues affect solutions and collaborate with staff and outside vendors to resolve complex problems.• Configured and installed Unifi routers and switches and access points.• Managed Citrix Director and Virtual Desktop systems



PM&A

• United States
• Construction
• 1 - 100 Employee

• IT Support Specialist III

  • Jul 2018 - May 2020

  • Front line technical support for all local and remote users as well as support requests• Troubleshoot and setup wireless devices (Smart phones, Tablets, WAPs etc.)• Setup new user laptops and peripherals, rebuild and refresh computers as needed• Managed Symantec security endpoint solutions for end-users• Enter and maintain Active Directory and Exchange objects• Network troubleshooting• Setup and manage end users in digital phone system• Assist end-users’ questions and translate technical information to non-technical people, and provide training• Maintained all OS updates/patches in WSUS• Managed large number of computers in SCCM• Maintained a detailed analysis of the inventory of all hardware and software• Administrator software and permissions for endusers • Assist in the upgrade and maintenance of all network components• Log and track all IT issues to ensure a timely resolution• Monitor IT equipment and services to maintain highest service level to users• Assist in planning for infrastructure and workstation upgrades• Source and purchase equipment with a value mindset• Provide timely communication to users, team leaders and other team members• Configure and Maintain VMware systems • Managed CAD software issues• Managed iOS, Mac OS devices



Fulton County School System (Matrix Resources)

• STS Win/Apple System Specialist

  • Mar 2017 - Jul 2018

  • Work and troubleshoot tickets in ServiceDesk Plus, LanDesk and SCCM.• Troubleshoot and document tickets for users dealing with access issues and errors• PXE Network boot machines • Reimage machines for users according to the ticket• Diagnosed and replaced bad hard disk drives and RAM in Win/Mac computers.• Remote access user’s computers to resolve minor software issues• Work tickets sent in by email, phone and web.• Create and work tickets in Service Now• Setup/Support DCHP/Static Networks• Setup/Support Voip Phones• Setup/Support Active Directory• Managing user accounts and giving share and security level permissions• Provided excellent customer service using extensive technical knowledge to answer/explain and solve all issues



Best Buy

• Retail
• 700 & Above Employee

• Geek Squad Field Agent-PC/HT

  • Mar 2011 - Feb 2017

  • Create and work tickets in Best Buy’s Ticketing System.• Reset Passwords and look up computers in Active Directory of the client’s.• Work tickets sent in by email, phone and web.• Help users reset passwords for there accounts.• Remote access user’s computers to resolve minor software issues in RescueMe.• Troubleshoot issues with Microsoft Office, VPN and Windows/Apple• NETGEAR and CISCO Router configuration and troubleshooting• Design, implement and optimize company wireless LAN system



Hardy Enterprises (Independently Owned &Operated)

• CEO, Web Design & Application

  • Nov 2011 - Feb 2013

  • Client communication, collaboration, and expectation management• Project strategy, planning and execution• Website content development and updates• Team management across design and development lifecycles• Troubleshooting and escalated issue resolution• Application testing, hardening and security Graphic design using Adobe Creative Suite



PeachMac

• United States
• Retail
• 1 - 100 Employee

• Apple Certified Engineer/IT Manager

  • Nov 2009 - Feb 2011

  • Responsible for diagnosing, testing and repairing Apple Computer Systems and Mobile Devices following Apple Computer Repair Procedures.• Diagnose and repair hardware issues, completely built computers troubleshoot technical issues, and install software applications• Install, repair, maintain, and upgrade Apple Desktop and Notebook Computers; Perform maintenance on printers.• Restored customer confidence in Apple products• Trained and provided excellent customer service to employees using extensive technical knowledge to answer/explain and solve all issues.

• Geek Squad Field Agent-PC/HT

  • Feb 2007 - Nov 2009

  • Highly authorized PC repair consultant; quickly troubleshoot all problems.• Install and configure Windows 7/Apple and Ubuntu Linux.• Build and design custom PCs and conducts hardware upgrades.• Set up home network programs using DHCP.• Create and work tickets in Best Buy’s Ticketing System.• Reset Passwords and look up computers in Active Directory of the client’s.• Work tickets sent in by email, phone and web.• Help users reset passwords for there accounts.• Remote access user’s computers to resolve minor software issues in RescueMe.• Troubleshoot issues with Microsoft Office, VPN and Windows/Apple• NETGEAR and CISCO Router configuration and troubleshooting• Design, implement and optimize company wireless LAN system