Self-motivated Computer Technician with 17 years experience troubleshooting, building, and repairing servers, desktops, and laptop hardware. Broad skill set including repairing all types of office equipment.
Server, Desktop, and laptop repair
Office equipment troubleshooting and repair
System board rework
Network setup and repair
Operating system installation and support
Internet setup and repair
Accurate inventory management
Strong communication skills
Creative problem solving
07/2011 to Current
Hardware Support EngineerIBM – Research Triangle Park, NC
Maintained accurate server and parts inventories.
Built and configured test servers.
Diagnosed and repaired test servers.
Early product sample testing.
Defect discovery and resolution tracking.
Engineering change implementation.
Performed system board solder reworks.
Trained internal testers and beta customers in repairing and resolving recurring issues.
12/2000 to 07/2011
Hardware Support SpecialistIBM – Research Triangle Park, NC
Provided technical support for loaned servers at customer sites.
Configured, tested, and repaired hardware for all SystemX, iDataplex, and BladeCenter product lines.
Maintained departmental networks and servers for virus protection and system updates.
RAID setup and configuration - server and network storage.
Created bootable images and PXE Servers for firmware flashes.
Created and documented processes for all xSeries Lab functions.
Trained new team members.
Configured, tested, and shipped requested equipment for trade shows and vendor testing.
Managed $2 million worth of hardware inventory for product marketing managers.
Managed DAU program - secured funding, placed orders, configured, and tested servers.
Loaded test software and ran benchmarking tests.
Managed internal sales program to recycle surplus equipment.
Helped design and setup marketing demos and videos for xSeries hardware.
08/2000 to 11/2000
User and Network Support SpecialistRASMUSSEN RESEARCH – Raleigh, NC
Supported local and remote users through PCAnywhere32.
Supported Windows NT and 2000, MS Outlook, MS Office, Network connectivity, hardware and printers, and proprietary applications.
Performed desktop migration to Windows 2000.
Trained users for Windows 2000 rollout.
Supported Call Center computers (WinNT and Win2000 computers with Dialogic voice boards).
Diagnosed and maintained internal networking, Internet, and email systems.
Built and configured Win 2000 servers, workstations, and Call Center computers.
01/2000 to 08/2000
Hardware Upgrade and Support TechnicianE-PLUS TECHNOLOGY (City of Raleigh) – Raleigh, NC
Installed and configured new PCs and printers.
Provided NT support, administration, and print queue setup.
Upgraded workstations to WinNT.
Trained users and supported new hardware/software.
08/1997 to 11/1999
Tech Support ManagerTRIO INFORMATION SYSTEMS, INC – Raleigh, NC
Managed the support department for Trio's software.
Resolved customer issues through phone and email support.
Built test systems (single-user and Novell/NT networks) to recreate customer problems.
Created and maintained a support website for single-user products which resulted in a 50% reduction of customer support calls.