Calvin Lake
Greenwood,SC
Summary
Professional with strong background in systems support, adept at diagnosing and resolving technical issues efficiently. Skilled in hardware and software troubleshooting, network management, and customer service. Known for fostering collaboration and adapting to evolving needs, ensuring seamless operations and high-quality results.
Overview
10
10
years of professional experience
Work History
System Support Technician
Piedmont Technical College
06.2021 - Current
- Current interim IT Director.
- Manage, support, and troubleshoot approximately 550 administrative computers. Build and deploy images and configure/distribute computers as needed per the life cycle replacement plan. Establishes individual backups as required. Ensure encryption is deployed, tracked, and maintained on all mobile devices. Maintain database containing all inventory, service tags, locations, models, and z-tags for all administrative equipment and update each time equipment status changes occur. As changes occur, update all relevant systems to include AD, SCCM, and Banner Assets. Ensure cable management perfection as office/furniture configuration allows.
- Works with and assists the director in developing standards, procedures, and life cycle replacement plan. Serves as backup to the director of technology support.
- Maintain a robust testing environment for testing SCCM deployments, GPO changes, Office 365 features, WSUS updates, etc.
- Provide training for faculty and staff during new office and OS implementations. Creates internal documentation for common procedures and practices. Creates documentation including visual aids to assist in faculty/staff knowledge adoption and technology acclimation.
IT Services Support Specialist III
Enviva
07.2015
- Served as an escalation contact for investigating, diagnosing, and resolving tickets escalated from level I.
- Troubleshoots moderate- to complex-level technical issues and requests.
- Resolves issues and requests in accordance with Service Level Agreements (SLAs); otherwise escalates to appropriate level III personnel and follows standard operating procedures as agreed upon regarding ticket ownership.
- Participates in efforts to continuously improve performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction.
- Uses innovation to automate and streamline TSC processes and procedures for increasing ability to resolve tickets at level I
- Helps to maintain a knowledge base by documenting known errors, workarounds, procedures, and application-specific information. •Reports status, issues, and timelines to management
IT Services Specialist III
Beckman CMHS
07.2015 - 12.2018
- Hardware and software installation, network control and maintenance of IT systems and equipment, hardware and software applications.
- User assistance and training.
- As the Center's Senior Systems Administrator, I am responsible for maintaining data integrity and security in compliance with all applicable federal, state, and local laws, rules, regulations, standards, and policies. Responsibilities also include the functions of video conferencing and telepsychiatry, as well as Center website development and posting.
Education
Bachelor of Science - Management Information Systems
Bellevue University
11-2010
Skills
- Operating systems expertise
- Incident management
- Remote support capabilities
- Help desk support
- Asset management
- Project management
- Disaster recovery
- User training
- Teamwork and collaboration
- Excellent communication
- Organizational skills
Timeline
System Support Technician
Piedmont Technical College
06.2021 - Current
IT Services Support Specialist III
Enviva
07.2015
IT Services Specialist III
Beckman CMHS
07.2015 - 12.2018
Bachelor of Science - Management Information Systems
Bellevue University
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