Summary

Work experience

• Technical Support Engineer 2

  Dell Technologies

  2021.10-Current

  (5 years)
• Enterprise Support Technician III

  Netfast Technology Solutions, Inc.

  2015.04-2020.07

  (5 years)

  In this position I provided managed and physical technology support for customers. I provide support for the company’s lifetime warranty. This included troubleshooting, documentation, and the management of RMAs. Some highlights of the things I constantly and consistently handled: I worked as the central point of contact for customers and support wide array of communication/networking products within our customer’s environments such as Cisco, Avaya, Dell, HP, Aruba, Juniper, Arris, Arista, Ciena, etc. I was in charge of receiving/shipping of new/used equipment sold by the company and have extensive experience packing and shipping shipments consisting of small packages up to multiple pallets domestically and international with FedEx, UPS, and DHL. I tested and created test docs for a wide array of communication/networking equipment. I managed a wide array of communication and networking warranties, maintenance contracts, and service contracts including Cisco Smartnet. Experience in different roles of using Oracle Netsuite Cloud Based Business Management Software Suite. Show less
• Senior Technical Support Specialist

  West Corporation

  2000.01-2015.02

  (15 years)

  In this position I provided managed and physical technology support to a multi-site international business communications service provider. My personal scope of responsibility included sites in throughout the US at different times over my 15 years with the company. I supported users directly and indirectly from the desktop and phone all the way back to the remote servers in Omaha NE within physical and virtual machine environments utilizing thin and thick client infrastructure. This structure included administrators at numerous levels through which I facilitated solutions to solve problems, implement new ideas, onboard new clients, and grow the company. I was exposed to a wide array of manufacturers products within our environments such as Cisco, Avaya, Nortel, Dell, HP, Wyse, IBM, Lenovo, APC, Liebert, and software from Microsoft, Citrix, AT&T, Cisco, IBM, Avaya, Interactive Intelligence, Computer Associates, etc. Some of the clients I worked with were AT&T, Office Depot, Con-Way, ATT Mobility, CitiBank, Sprint, Toyota, Bank of America, and numerous companies in some facility. Some highlights of the things I constantly and consistently handled: Document processes and procedures, as well as prepare technical support documentation by recording problem description, analysis and resolution in a clear, concise, accurate, and timely manner - ensuring adherence to departmental policies and procedures. Created and maintained user accounts, security groups, Exchange groups and email accounts utilizing Active Directory, Microsoft Exchange, and CA Identity/Provisioning Manager. Imaging and deployment of workstations by creating and testing software packages, software collections, advertisements, and task sequences within Microsoft SCCM 2007. Configured and built phones on a Nortel Meridian PBX and Avaya System Administration. Mentored and trained System Technicians, and verify that all standards set by the department heads are enforced. Show less
• Contract Technical Support

  UPS

  1999.03-1999.06

  (4 months)

  Maintained UPS consumer shipping equipment throughout Oklahoma. Instructed customers how to use UPS owned shipping and logistics resources. Prepared corporate software and hardware systems for Y2K readiness.
• Contract Technical Support

  MidFirst Bank

  1998.11-1999.03

  (5 months)

  Supported computer hardware/software at branches in Oklahoma City. Assisted in team operations streamlining within the Midland Mortgage division of Midfirst Bank. Adhered to a very strict set of policies and regulations within the federal banking industry.
• Computer Technical Specialist

  Medical Matrix

  1998.01-1998.06

  (6 months)

  Experience with Windows NT Experience with Siemens Rolm Telephone Systems

Educational experience

• Oklahoma State University
• Northwestern Oklahoma State University