Techncial Support

Summary: Experienced computer systems administrator and technical support network technician offering a strong background in IT combined with excellent customer service experience. Proficient in a range of computer systems, languages, tools, and testing methodologies. Skilled in independently managing projects with a track record of over 15 years in various capacities including ATM Technician, Computer System Administrator, and Desktop Support Administrator for commercial, medical, and retail companies. Experience in creating AI chat bot projects, for customer support and engagement.

Education: Community College of Catonsville Maryland

• A+ Certificate (2001)

• Qualys Certificate (2023)

Technology Summary: Certifications:

• A+

• Dell Certified Systems Engineer

• Qualys Certified Specialist

Systems:

• Ubuntu-Linux/Kali-Linux

• Windows 7/NT/XP/2000/10

Software:

• MS Office

• Lotus Notes

• Citrix

• VM Ware

• Virtual Box

• TOR

• Active Directory

• SCCM

• USMT

• Cisco VPN 5.0

• Bomgar

• Remedy

• Ubuntu Linux

• Android

• Apple

• Visual Studio Code

IT Experience:

Independent Contractor-Houston, TX IT Field Engineer (03/2018 - Present)

• Administered user accounts in Active Directory, facilitated user password resets, restored account lockouts, and corrected disabled accounts.

• Imaged POS and laptop hard drives using Windows 7, 10, Linux.

• Installed credit card readers, configured settings, installed receipt and document printers.

• Replaced servers, server drives, network switches, routers, and firewalls.

• Deployed and re-imaged laptops and desktops in a Windows 10, Active Directory environment using SCCM.

• Fielded end-user questions and troubleshot issues with Microsoft Outlook.

• Created AI chatbots for customer support and engagement.

Contracted Employers/Corporations:

• Verizon

• Target

• Wendy's

• Brookfield Renewable Energy

• Dell Computers

Computer Lab Instructor-Atlanta, GA IT Instructor (03/2018 – 09/2018)

• Prepared at-risk youth for careers as computer and network technicians.

• Taught installation, network configuration, and setup of Ubuntu Linux and Windows OS.

• Instructed on networking computers, printers, and peripherals.

• Prepared students for CompTIA A+ certification.

Independent Contractor-Atlanta, GA IT Field Engineer (10/2015 - 03/2018)

• Installed PC setups, Cisco routers, network printer installations.

• Conducted site surveys for retail distributions and troubleshooting wireless AP issues.

• Deployed servers, RAID drive replacements, POS deployments, and service.

• Conducted laptop and desktop repairs, software upgrades, and OS upgrades.

References: Available upon request