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Summary

Highly motivated, tech savvy professional with over 5 years experience in multi user environments. Extensive experience supporting VPs, CEOs, and end users in large scale environments with everything from mobile devices to audio video hardware. Exceptional customer service is my top priority as well as customer satisfaction and education.

Work History

April 2016Present

Microsystems Analyst

Northside Hospital

- Provided daily desk side support that includes, but not limited to, installing, troubleshooting and repairing computer hardware, software, personal computer networks, and peripheral equipment

Nov 2015April 2016

Contracted Microsystems Analyst (Tier II)

Brooksource @ Northside Hospital

- Provided daily desk side support that includes, but not limited to, installing, troubleshooting and repairing computer hardware, software, personal computer networks, and peripheral equipment

- Participated in a massive rollout of Labor & Delivery PC cart refreshes.  Built over 25 carts that included a small form factor PC, dual monitor layout, barcode scanner, and a UPS

- Supported company-wide IT infrastructure projects such as PC refreshes, new hardware rollouts, and other deployment related projects

-Top performer in January 2016 for Closed Support Requests by Analyst  (out of 30 technicians)

Sep 2015Nov 2015

Equipment Maintenance Technician

Astreya Partners @ Google

Support Google Atlanta, Google Data Centers, Chapel Hill, Nashville, Raleigh-Durham and Charlotte Google Fiber remote offices

-Trainer & mentor for team members.

- Performed installation, troubleshooting, and maintenance of dozens of video conferencing systems for 3 regional offices.

- IT Administrator for lobby & cafe video distribution system (composed of servers & 13 monitors designed to rotate & display advertisements for Google products and services.

- Migrated users from local laptop storage to Google Drive cloud storage to help facilitate an ongoing larger migration to ChromeOS.


- Level 1 technical support for 500+ employees in 4 states using OSX, Linux, Windows & ChromeOS.

- Configured & deployed hardware for new hires, account setup, provided orientation and day one training

- Responsible for keeping local printer fleet working optimally, including coordination of repairs with printing vendor.

- Project leader for site-wide printer migration initiative, decommissioned & recycled all deprecated HP units and deployed newly standard Ricoh copiers.

- First day of business support for new floor openings including video conference system rollouts, printer installations, employee equipment moves and first day triage support for technical issues.

- Assisted senior local field technician team with network configuration & server room maintenance.

- Pre and post internal event technical support.

- Managed hardware inventory control processes with a >99.9% tracking accuracy

- Process bi-monthly e-waste recycling pickups, including destruction of sensitive corporate data and deprecated IT equipment

- Conducted an average of 40 conference room inspections per month to verify technical functionality and prevent trouble tickets

- Managed employee exit process, including coordination with multiple teams regarding the collection of an employee’s IT equipment

- Ordered and maintained inventory of computers, monitors and accessories

Oct 2014Sep 2015

Customer Engineer

Computech @ NCR Corp

- Travel within the Greater Atlanta area to perform break-fix repairs on various POS terminals at retail sites in the Atlanta area (Walmart, Target, Sam's Club, Starbucks, etc.) within SLAs.

- Troubleshooting, repairing, and performing preventative maintenance on POS register terminals, flatbed scanners, receipt printers, hand scanners, and all customer / cashier displays.

- Perform break-fix repairs on NCR Fastlane Self Checkout lanes.

- Contacting dispatch with existing issues found, updating logbook with existing issues, and recording ticket numbers, parts numbers, job codes, and serial numbers.

- Interface with store managers and floor staff and informing them on work performed.

- Ordering parts for work orders and deploying and installing.

- Ability to multitask and manage ticket queue and prioritize where needed.

- Lifting up to 50lbs.

Jul 2012Oct 2014

Equipment Maintenance Technician

Astreya Partners @ Google

Support Google Washington, Google Reston, and Google Chapel Hill Corporate Operations Team and provide IT equipment support for 200+ users.

- Performed installation, troubleshooting, and maintenance of dozens of video conferencing systems for 2 regional offices.

- Migrated users from local laptop storage to Google Drive cloud storage to help facilitate an ongoing larger migration to ChromeOS.

- Level 1 technical support for 200+ employees in 3 states using OSX, Linux, Windows & ChromeOS.

- Configured & deployed hardware for new hires, account setup, provided orientation and day one training


- Responsible for keeping local printer fleet working optimally, including coordination of repairs with printing vendor.


- Project leader for site-wide printer migration initiative, decommissioned & recycled all deprecated HP units and deployed newly standard Ricoh copiers.

- First day of business support for new floor openings including video conference system rollouts, printer installations, employee equipment moves and first day triage support for technical issues.

- Assisted senior local field technician team with network configuration & server room maintenance.

- Pre and post internal event technical support.

- Inventory team lead responsible for all hardware request approvals within the mid-atlantic region.

- Managed hardware inventory control processes with a >99.9% tracking accuracy

- Process bi-monthly e-waste recycling pickups, including destruction of sensitive corporate data and deprecated IT equipment

- Conducted an average of 33 conference room inspections per month to verify technical functionality and prevent trouble tickets

- Managed employee exit process, including coordination with multiple teams regarding the collection of an employee’s IT equipment

- Ordered and maintained inventory of computers, monitors,  and accessories

Mar 2011Dec 2011

Quality Control Technician

Quadrant Inc. @ United States Patent & Trademark Office

 - Checked and reviewed overnight deployment of Windows 7 laptops for accuracy and function.

 - Installed applications and programs for appropriate users.

 - Troubleshoot any software and hardware related problems.

 - Data Migration from Windows XP to Windows 7 using Norton Ghost.

 - Call and followed up with multiple users on campus and offsite.

 - Face to face customer service to over 20 users on a daily basis.

  - Assisted  users with Windows 7 and MS Office issues

 - Installed/setup network printers, network maps, and drives.

 - Used  Remedy ticketing software. 

 - Serviced over 300 laptops on a daily basis and converted over 4000 users on campus and 1000 users off campus through Remote Desktop.

Education

Sep 2011Jun 2013

Bachelor of Science in CyberSecurity and Information Systems

ITT Technical Institute
May 2009Jun 2011

Associate of Applied Science in Computer Networking Systems and Information Technology

ITT Technical Institute

Certifications

May 2012May 2015

Security+

CompTIA
CompTIA Security+ is the certification globally trusted to validate foundational, vendor-neutral IT security knowledge and skills. As a benchmark for best practices in IT security, this certification covers the essential principles for network security and risk management – making it an important stepping stone of an IT security career.
Jun 2011Jun 2014

A+

CompTIA
IT success stories start with CompTIA A+ certification. It validates understanding of the most common hardware and software technologies in business and certifies the skills necessary to support complex IT infrastructures. CompTIA A+ is a powerful credential that helps IT professionals worldwide ignite their IT career.