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Click here or scroll down to respond to this candidateLawis SmithA multitalented IT professional with 20 years of experience, demonstrating a broad range of skills in Systems Engineering, Administration and Support. Excellent communication skills with technical and non-technical customers.Remedy, PC and MAC platforms, Dell computers, repair HP, Lexmark printer, LAN/WAN, TCP/IP network, Configured LAN network, Network administration, Network engineering, COMP, Active Directory, Windows 2000/XP/7, Windows Server 2000r2/2008r2/2010r2, Office 2016 and Office 365, Service Now Ticketing SystemBrooksource\Northside HospitalSenior Microsystems Field Technician Aug 2021 May 2024Works in conjunction with multiple teams within Information Systems and external vendorsDevelops and deploys software packages and upgrades for the enterprise.Responsible for developing, maintaining, and creating technical support documentation forenterprise-wide desktop/laptop software and hardware standards including imagecreation/maintenance and software/hardware selection. Using SharePoint to track Inventoryand communicate for other projectsLorien Global/Kimberly Clark Mar 2021 Jul 2021Technical Specialist (contract)Evaluating technical programs.Providing customer support for programs and applications for executivesTroubleshooting technical programsMaintain composure and customer focus while troubleshooting and solving issuesReassure customers when delivering product diagnoses and potential solutionsPoint of contact for customer follow up and incident management, while maintaining the ticketing system with the definition of the problem, notes and updates logging work performed and resolutionTek Systems\Kavo Kerr Atlanta, GA Jan 2020- Feb 20212D Support Analyst (contract)Supported Dental offices with their equipment such as x-ray and pano machinesUsed Bomgar for remote sessions with end customers and office personnelUsed schematics and wiring diagrams to assist onsite technicians with troubleshootingAlso reinstalled software if needed and installed software on the server if neededOrdered parts for equipment and also kept up with invoicesUsed Ticketing system to keep track of incoming callsBrooksource\CHOA Atlanta, GA Sept 2019-Jan 2020Support Analyst (contract)Provided Technical support to hospital facilities during a Windows 10 migrationMigrated all computers from Windows 7 to Windows 10Troubleshot all issues after migration and solved any problems with their hardwareAlso used Active Directory to assign computers to correct group within the hospital networkAll computers were reimaged, so we had to use network protocols to reimage computersWipro, Atlanta, GA Aug 2015 March 2019Systems Engineer (full time)Verifying the issue and categorization / prioritization of the incident.Office 2016 migration to Office 365 companywide for approximately 700 end-users.Daily Administered, managed and set up Microsoft OS Servers (Windows), Group Policy, Users and accounts in Active Directory.Used PowerShell scripting to administer and set up accounts to retrieve data.Supported, maintained and administered Windows Server 2000r2/2008r2/2010r2Referring KB for workaround / resolution and attempting resolution.Ticket re-assignment to PRG's if ticket unresolved by L2 (where ever applicable).Proactive Remedy Queue Management.Provided Level III support for end usersSystem AdministratorConfigured AirWatch and MDM for End usersAJC, Atlanta, GA Jun 2015 Aug 2015Service Tier II (contract)Serves as second level contact for escalated inquiries and problems.Resolves complicated customer service issues (i.e. consumer issues, specific program complaints).Accurately document all actions taken when handling a customer account.DEXIS, Alpharetta, GA Mar 2007 Dec 2014Technical Support I (full-time)Supported customers on PC and MAC platforms via phone and email.Over 6 years experience supporting dental imaging software/hardware in a call center.Consistent customer rating of 5 from Go to Assist surveys. System AdministratorField Technician for dentist offices also handled break/fixes in fieldKodak Dental Systems, Atlanta, GA Jul 2004 Apr 2005Trophy Support (full-time)Phone support in call center environment.Supported computer hardware/software on PC and MAC platforms.Provided network support for PCs and MACs.System AdministratorField Technician for dentist offices also handled break/fixes in fieldComputer Generated Solutions, Atlanta, GA May 2003 Oct 2003Help Desk Analyst (full-time)Phone support for IBM laptop users.Resolved hardware and software issues.Southern Company, Atlanta, GA 2001 - 2002Computer Specialist (contract)Format, repair and image Dell computers, repair HP and Lexmark printer.Resolve NT network problems.WebMD, Inc., Atlanta, GA 1999 - 2001Technical Support Analyst II (full-time)Support of level one technicians.Support to internal/external customers via internet and phone in Windows environment.Data master Computers, Atlanta, GA 1998-1999Technician II/Office Manager (full-time)Managed front office.Troubleshoot software and hardware.Built LAN/WAN networks and custom ordered computers.Compo Temp Services/ HBO and Company, Atlanta, GA 1998 - 1998Technician (contract)Set up TCP/IP network; configured LAN network.Responsible for network administration and network engineering.COMP USA, Atlanta, GA 1994 - 1997Sales Associate (full-time)Solved customer software and hardware issues.Solved networking problems.Sterling Computers, Atlanta, GA 1993 - 1994Technician (full-time)Responsible for troubleshooting to component level.Custom build and repaired computers.Managing Difficult SituationsDeKalb Technical CollegeMay 2003Telephone Service SkillsDeKalb Technical CollegeMay 2003IBM Process TrainingDeKalb Technical CollegeMay 2003High SchoolFort Pierce Central High School |
