June 2014 – Present EnovaPremier LLC Alabama
IS Support
Provide support to the plant for IS issues (PCs, Servers, Printers, etc.)
Troubleshoot PC related hardware/software issues and provide solutions as necessary.
Troubleshoot scanners/printers and provide solutions as necessary.
Communicate and document troubleshooting techniques
Aid in the scheduling and completion of preventative maintenance tasks as outlined by the IS Manager.
Support IS Manager in resolving Tier 1 and Tier 2 support issues.
Provide first-contact support for troubleshooting network issues and providing a solution
Diagnose problems and/or problem and escalate to Corporate IS team depending on priority.

November 2013 – February 2014 Bluejireh Inc. (Alabama Department of Human Resources)
Technology Support Analyst
Travel to customers’ locations in response to service requests
Implementation of system and software upgrades from Windows XP to Windows 7
PC performance monitoring and tuning.
Replace malfunctioning machine parts
Migrated user account and programs onto new PC
Format old PCs with Windows XP and packaged for sell lot.
Test newly installed systems to make sure they work properly
Work both independently and as part of a team with professionals at all levels.
Work with minimum supervision.
Communicate and document troubleshooting techniques
Perform administrative tasks, such as completing work order forms

August 2013 – October 2013 Worldwide Tech Services
Field Service Technician
Perform technical support on all Dell/IBM hardware and software components.
Replace hardware and software components as needed.
Perform technical support on Windows 8, Windows 7, Windows Vista and Windows XP.
Install and configured printers in a network environment.
Replaced hardware components on LCD TV’s, and updated software as necessary.

December 2012 – May 2013 Information Innovators Inc.
Entry Level Helpdesk Technician
Communicate with network engineers to restore software and application issues.
Support engineers in resolving Tier 1 and Tier 2 support issues.
Identify personal computer network software and hardware failure.
Analyzed user request for elevated privileges to determine validity of request and if criteria was met, would modify user privileges as required.
Create user account in and assign group privileges in Windows Active Directory web application
Administer user group accounts in Windows Active Directory.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
Provide conference calling, fax and E-mail directory support through the use of multiple platforms and applications.
Provide telephone support to the end-user community on hardware, software, and network related problems, questions, and use.
Provide first-contact problem resolution on the telephone with users by walking the user through a series of steps to determine the problem; classifies level, priority, and nature of problem.
Diagnose problems and/or problem requiring physical interaction with the end user; escalate technical support where appropriate.
Assist end-users by phone and email with first-level technical support; work to resolve as many incidents at the Tier I level.
Create tickets, respond to tickets, and escalate tickets as necessary. Each ticket must have detailed troubleshooting documentation that explains the problem, work done on the problem and the resolution to the problem.
Follow set policies and procedures when assisting clients to ensure proper handling of requests.
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May 2012 – July 2012 TEKsystems (Baptist Health)
PC Technician
PC support to end users.
Communicate with network engineers to restore software and application issues.
Support engineers in resolving Tier 1 and Tier 2 support issues.
Train end users on required software applications.
PC/Printer software, and hardware rollouts, and testing as needed.
PC installation, repair, and maintenance
Identify personal computer network software and hardware failure.
Screen, recognize, resolve, and follow-up with clients.
Analyzed user request for elevated privileges to determine validity of request and if criteria was met, would modify user privileges as required.
Administer user group accounts on Windows XP Active Directory.
Configure/Image new work stations, laptops and printers

February 2012 – October 2012 Sylvan Learning Center

Teacher: Math (7th – 12th)

August 2011 – February 2012 Montgomery Public Schools (Baldwin Middle Magnet School)

Teacher: Math 7 & Pre–Algebra

August 2010 – August 2011 Montgomery Public Schools (Jefferson Davis High School)

Teacher: Math (Algebra I)

August 2009 – May 2010 Lighthouse Christian Academy

Teacher: Math (8th – 12th)
Algebra I, Algebra II, Geometry, Pre–Algebra, Advanced Math, and Consumer Math

October 2006 – August 2009 QUALXSERV

Field Service Technician
Perform technical support on all Dell/IBM hardware and software components.
Replace hardware and software components as needed.
Perform technical support on Windows 2000, Windows XP and Windows NT.
Install and configured printers in a network environment.
Familiar with computer organization, architecture of a digital computer, and network topology.

August 2004 – August 2006 Kay Bee Toys

Forklift Operator/Picker
Moved palettes throughout warehouse & removed merchandise from palettes to conveyor belts for loading.

January 2001 – December 2003 Alabama State University

Computer Laboratory Assistant (College of Business Administration)
Administer user group accounts on Windows 2000 Active Directory.
Perform technical support on Windows 2000 and Windows NT.
Perform basic network trouble shooting on workstations.
Install and configured printers in a network environment.
Update IPSEC policies on routers.
Analyzed user request for elevated privileges to determine validity of request and if criteria was met, would modify user privileges as required.
Some experience with Java and C++.
Familiar with UNIX and LINUX Operating Systems.

Certifications

Presently working towards CompTIA Net+ certification
Dell Desktop Foundation
Dell Portables Foundation
Dell Customer Service Experience
IBM RDC04 Desktop
IBM RTC04 Mobile
IBM Logistics Process
IBM Customer Satisfaction and Business Conduct