Technical Support Information Technology
Resume:
George Stuart East III
(Tallahassee, Fl)
******@*****.***
Summary:
●Serves as the primary intermediary between engineering teams and users regarding installation, function, and use of customized software products. Expert in the various hardware/software offerings and how they interact with their equipment.
●Provided multi-level problem analysis, diagnosis, and restoration of service for all IT related issues in system monitoring, communications, software, open systems, and desktop support.
●7/24-hour Data Center environment provided problem analysis, diagnosis, and restoration of service for all IT related issues, System monitoring, Data, Telecom communications, Microsoft application software, and enterprise systems support. Resolve high level hardware and software issues.
Certification:
●Certificate in Computer Support and Network Specialist, DFW Career Training Center, The Chubb Institute of Technology, 1989 - 1990
●Certificate in Computer Operations, The Chubb Institute of Technology - 1989 - 1990
●CompTIA Network Plus, CompTIA A+ - 2010
●3 Month onsite training consisting of network topologies, Bes5, 10, 12 DNS and configuration support, OJT Training Blackberry Technical Support Specialist - 2015
Education
West Morris Central High School CHester, NJ
Grades 8 - 12 Graduated 1982
The CHubb Institute Of Technology Parsippany, NJ
13 Month Course consisting of Mainframe Operations. Graduated 1990
Now formerly the Anthem Institute of Technology.
Professional Experience:
The Cranky PC june 2024 - present
Freelance Contractor
Responsibilities:
●Self-owned and operated family business.
●Canvass for work, through ads, Flyers, Brochures, Cards word of mouth within the Tallahassee, Metropolitan area.
●Upgrading PC hardware and software at different locations during various short-term consulting assignments.
●Technical Support and troubleshooting PC and laptops.
●Replacing failing or malfunctioning PC components.
●Working with clients to identify computer security needs and educating clients on the proper ways to ensure the security and efficiency of their computer equipment.
Pomeroy Consulting @ Danfoss North America(Contract), Tallahassee, FL Aug 2023 – June - 2024
IT Specialist Site Support
Responsibilities:
●Demonstrated expert knowledge migrating, Windows Operating Systems 95, NT, 7 10 and Windows 11.
●Provides technical support for local area networks (LANs) and all systems that reside on the LAN.
●Identified computer connection issues, switch, Port, ethernet cable (Cat6) and or with the Punch down block.
●Analyzes and corrects and installs computer hardware, software, to resolve system difficulties.
●Uses Expert knowledge to identify and propose solutions, track, and assure resolution through appropriate follow-up methods.
●Ensures the operational integrity of the ARUBA network by managing corporate security, Data privacy and protection initiatives.
●Expert level problem resolution to problems over the phone onsite hand and feet troubleshooting PC and peripheral-related problems.
●Images, Deploys, Laptops, Workstations to the Danfoss network utilizing Microsoft Azure and Intune.
●Provided CISCO (VOIP) Voice Over IP Phone and configuration support.
●Provided Virtual Private Network (VPN) client support Utilizing APPGATE.
●Perform maintenance and systems changes to ensure optimal performance, improve efficiency, performance, and reliability.
●Performs full range of printer maintenance and repairs on assigned products to include technical diagnostics, break/fix, installation, and removal.
●Computer hardware and software troubleshooting including multifunction printers, scanners, card readers, cameras, Cell Phones, iPads, and other tablets.
●Resolves trouble tickets for end-users via ServiceNow ticketing system within the SLA.
●Utilizes inventory control system for software and hardware tracking.
●Provide department-wide project support for approximately 1300 users.
●Train End-Users to use new and/or modified hardware and/or software.
●Provides end-user technical support and technical direction as required.
●Assigns work to computer technicians via the ServiceNow ticketing system.
Randstad Digital @ Florida Department of Health, Tallahassee, FL Apr 2022 – Jul 2023
Technical Data Center Operations Support Lead
Responsibilities:
●Coordinate and respond to problems and services made by the end users of the customer for system support.
●Provide user technical assistance, answering support calls, emails, chats, etc.
●Write SQL queries against SQL databases.
●Perform surveillance of the Customer’s reporting systems.
●Write technical and develop training documentation materials and record training videos.
●Respond and resolve inquiries related to the use of the COVID-19 portals received via Help Desk line or Cherwell ticket management system as needed by the end user.
●Answer email inquiries related to the use of the Cherwell ticket portals daily as needed by the Customer.
●Create and submit help desk tickets in the Cherwell portal based on technical assistance requests received via Help Desk daily as requested by Project Manager.
Collins Consulting @ Us Census Bureau Tamarac, Fl Nov 2019 – Nov 2020
Technical Data Center Operations Support Lead
Responsibilities:
●Primary Hands and Feet for Network, Hardware, and Application Software
●Diagnose issues, assist in gathering information (logs, screen prints, etc.) and support ticket creation.
●Assist with the installation, configuration, and use of CQA approved monitoring and troubleshooting tools such as Fiddler, Burp and Wireshark.
●Attending Site meetings, Technical Ops status meetings to relay defects and gather resolution information for communication back to Client.
Robert Half Consulting @ Alliance laundry systems, LLC MIami, Fl Jan 2018 – Jul 2019
Technical software support specialist
Responsibilities:
●Provide support through remote troubleshooting, installation assistance and usability for Commercial Laundry Systems Software and technical infrastructure.
●Expert in the various hardware/software offerings that Alliance provides and how they interact with laundry equipment.
NTT Data Consulting @ Conifer Health Solutions Boca Raton, Fl Mar 2018 – Jan 2019
Field Service Technician
Responsibilities:
●Performed Level 1 - 3 troubleshooting, repair & asset inventory of desktops in an Enterprise office environment.
●Primary on-site hands and feet contact for Switches, Servers and Network Equipment Software and Hardware Migration and staging of Windows 7 Desktops and WYSE Client's to prepare them for deployment.
●Coordinated with internal and external resources to provide maintenance and repairs, moves and equipment exchanges.
●Completed hardware and software builds, installs, changes & configurations of Conifer proprietary applications.
●Performed general technical support and troubleshooting of desktop systems hardware and software, local telephony, truck systems, printers, scanners, video conferencing systems, mobile devices and other technologies as required.
Signature Consultants @ Miami International Airport MIami, Fl Apr 2017 – Feb 2018
Computer Technician
Responsibilities:
●Provided technical support for local area networks (LANs) and all systems that reside on the LAN.
●Analyzed and corrected computer hardware, software, and system difficulties; used advanced hardware and software diagnostic tools to identify and propose solutions, track, and assure resolution through appropriate follow-up methods.
●Ensured the operational integrity of the network by managing data security and emergency procedures via excellent troubleshooting skills.
●Performed troubleshooting analysis of servers, workstations, and associated systems.
●Performed maintenance and systems changes to ensure optimal performance, improve efficiency, performance, and reliability.
●Performed full range of printer maintenance and repairs on assigned products to include technical diagnostics, break/fix, installation, and removal.
VIJU FT Lauderdale, Fl Jan 2016 – Jan 2017
Audio Visual Services Engineer Level II Permanent
Responsibilities:
●Provide telepresence and A/V support to clients for their Cisco, Tandberg, Polycom, CUCM, TMS Video conferencing and custom control solutions such as Crestron via teleconferencing, Onsite, phone and email.
●Perform Troubleshoot commercial audio visual & video conferencing systems, Point to Point, Bridge, Crestron, AMX, Extron, Clearone, Biamp, SX10, 20, 80 codecs.
●Work closely with Field Technicians, internal and external stakeholders including vendors.
●Manage designated videoconferencing & audio-visual facilities, systems maintenance, operations and administration of client Features and standards of video, audio, and web conferencing. *Collect usage statistics, repair logs, and/or other video conference & audio-visual collection/reporting systems.
Blackberry Corporation Sunrise, Fl Nov 2014 – Oct 2015
Technical Support Analyst
Responsibilities:
●Provide product specific customer inquiries/support and issues via inbound voice and email interactions you will take ownership of cases and bring resolution to customer’s issues.
●Collecting information and performing advanced troubleshooting of Desktop, Handheld, BlackBerry Internet Service and BlackBerry Enterprise Server inquiries from Specialists and associates.
●Working with support departments to ensure product improvement and enhancements.
●Creating new/updating Knowledge Base documentation as required.
●Identifying and documenting potential software/hardware defects.
●Researching, authoring, and reviewing technical documentation and taking ownership correcting any non-conformances with respect to processes and documentation.
●Participating in several beta tests of new BlackBerry software/hardware, early testing of new product offerings, version releases and service packs. Reproducing issues and determining root cause.
●Preparing escalations for approval to Software Development. Managing escalations that are waiting on Software Development to ensure traction and movement is occurring.
Randstad Digital @ USAA (Contract) Addison TX Sep 2013 – Nov 2014
PC Technician
Responsibilities:
●Primary On-Site hands and feet contact for Switches, Servers and Network equipment Software and Hardware Migration and staging of Windows 7 Desktops and HP thin Clients to prepare them for deployment.
●Coordinate with internal and external resources to provide maintenance and repairs, moves and equipment exchanges.
●Complete hardware and software builds, installations, changes, and configurations of USAA proprietary applications. - Projected to the design, Development and installation of the USAA building located in Plano Texas to serve over 1200 programmers and staff.
JCPenney Corporation Permanent Plano, Tx Jan 1998 - Mar 2010
Assoc Customer Support Analyst Assoc Customer Support Analyst
Responsibilities:
●In a 7/24-hour Call Center environment provided problem analysis, diagnosis, and restoration of service for all IT related issues, System monitoring, Data, Telecom communications, Microsoft application software, and enterprise systems support.
●Assisted in the setup and implementation of the Microsoft Perlman counters to work with patrol and open Remedy 7.1 tickets automatically.
●Performed restores and backups in IBM Tivoli Storage Manager.
●Resolved Remedy 7.1 problems associated with LAN/WAN, Server and infrastructure problem resolution and root cause analysis.
●Facilitated communication between technology teams and vendors to resolve problems.
●Projected to the development of the server group.
●Manage the Server Group team and evaluate performance.
●Ensure customer service is timely and accurate daily.
●Recruit, train and support Server Group representatives and technicians.
●Set specific customer service standards.
●Contribute to improving customer support by actively responding to queries and handling complaints.
●Establish best practices through the entire technical support process.
●Follow up with customers to identify areas of improvement.
●Develop daily, weekly, and monthly reports on the Server Group team’s productivity.
●Provide customer feedback to the appropriate internal teams.
●resolve issues that cannot be resolved and come up with solutions pertaining to each specific issue.
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