Resume

Virasec IT Support Services

IT Help Desk Engineer [01/02/2024 - Present]

–

Supported and configured patch scheduling for server and workstation environments utilizing 3rd party remote software such as RMM.
–

Monitored and triaged service board tickets for server backups, UPS warnings, SSL certificate and domain renewals, equipment expirations, and others.
–

Configured and deployed host servers with VM environments through Hyper-V, backup servers, Unifi controllers, and basic linux servers (such as Raspberry Pi in a Unifi controller use-case).
–

Configured, deployed, and supported AD servers and services.
–

Performed basic SQL tasks, such as backups, restores, queries, permission sets.
–

Configured and deployed network equipment, configuring VLANs, VPN access and tunnels, DHCP services, Unifi Aps, Sonicwall Firewalls, and others.
–

Triaging and working tickets escalated from Help Desk Tier 3 technicians.
–

Provided deployment and support of site-hosted software applications such as Jonas and EZ-Links.

IT Help Desk Tier 2 [07/03/2023 - 01/02/2024]

–

In addition to Tier 1 tasks listed below-
–

Mentored and provided on-the-job training for Tier 1 technicians, providing additional support when needed.
–

Triaged and worked tickets escalated from Tier 1 technicians.
–

Provided feedback on root cause and resolutions to Tier 1 technicians.
–

Documented and maintained knowledgebase articles for various clients.
–

Provided remote support for network outages and vendor communications to resolve network issues.
–

Performed hardware / software repair and managed manufacture repair tickets for warranty repairs.
–

Supported new office setups and office decommissioning.
–

Implemented and maintained security groups, group policies, and scripting for network shares and printers in AD for various clients.
–

Performed file restores from Acronis ArcServe.
–

Performed network printer setups, deployments, configuration, troubleshooting, and maintenance remotely.
–

Performed VPN setups and troubleshooting with client to office and office to office tunnel configurations.
–

Setup, configured, maintained, and troubleshot VOIP phone systems including Digium, 8x8, and various smaller platforms.
–

Provided support for O365 and G-Suite applications (with and without AD sync) and email with new user creations, user terminations, group and distro setups, OneDrive and SharePoint setups and advanced troubleshooting.
–

Provided support for advanced mail transport issues, mail relays, 3rd party filtering (such as Barracuda)

IT Help Desk Tier 1 [12/20/2022 - 07/03/2023]

–

Solved issues for client end-users regarding PCs, Macs, Tablets, Networking, VOIP, Active Directory, and other various equipment remotely.
–

Investigated issues and identified root cause to resolve end-user issues.
–

Operated several systems including ticketing, knowledgebase, inventory management and remote PC control tools.
–

Educated end-users on simple fixes to reduce future downtime.
–

Organized and improved existing documentation in knowledgebase to assist other technicians and improve efficiency.
–

Participated in on-call rotation for after-hours support for clients.
–

Asset management through various systems with inventory reporting and reconciliation to assist in loss prevention and accuracy in reports and stock.
–

Provided support, maintenance, and remote diagnostics of audio/video, internet, networking, VOIP, PCs, Macs, tablets, phones, and home security equipment on a residential and commercial level.
–

Software installation, troubleshooting, updating, removal, and tracking.
–

Creation, analyzation, and usage of various reporting through various methods / tools.
–

Provided remote support and training for various levels such as customer base, low-level employee base, low/mid/high level management base.
–

Analyzed needs, issues, and requirements to create solutions, build buy-in, and implement solutions.
–

Building, repairing, maintaining, upgrading, and removing of PC equipment for residential, commercial, medical and school settings.
–

Provided remote diagnostics, maintenance, troubleshooting, and repurposing network hardware.
–

Performing solo, and as a team, a wide range of IT projects pertaining to the implementation, execution, maintenance, troubleshooting, and evaluation of IT systems remotely.
–

Performing independent and collaborative assignments related to the lifecycle maintenance process and replacement procedures of PC and network hardware and software remotely.

IT On-Site / Road Tech [05/03/2022 - 12/20/2022]

–

Solved issues for client end-users regarding PCs, Macs, Tablets, Networking, VOIP, Active Directory, and other various equipment.
–

Investigated issues and identified root cause to resolve end-user issues.
–

Operated several systems including ticketing, knowledgebase, inventory management and others.
–

Educated end-users on simple fixes to reduce future downtime.
–

Organized and improved existing documentation in knowledgebase to assist other technicians and improve efficiency.
–

Supported clients after-hours as needed for network / server related work.
–

Asset management through various systems with inventory reporting and reconciliation to assist in loss prevention and accuracy in reports and stock.
–

Installation, maintenance, and repair of audio/video, internet, networking, VOIP, PCs, Macs, tablets, and phones on an educational, medical, and commercial level.
–

Hardware and software installation, troubleshooting, updating, removal, and tracking.
–

Creation, analyzation, and usage of various reporting through various methods / tools.
–

In-person support and training for various levels such as customer base, low-level employee base, low/mid/high level management base.
–

Analyzing needs, issues, and requirements to create solutions, build buy-in, and implement solutions.
–

Building, repairing, maintaining, upgrading, and removing of PC equipment for residential, commercial, medical and school settings.
–

Installing / troubleshooting / repurposing server, workstation, and network hardware.
–

Performing a wide range of IT projects pertaining to the implementation, execution, maintenance, troubleshooting, and evaluation of IT systems both on-site.
–

Performing independent and collaborative assignments related to the lifecycle maintenance process and replacement procedures of PC and network hardware and software on-site.
–

Performed backup and imaging of PC hardware for various clients using Macrium.

NCR Corporation

Keymaster / Customer Engineer [07/01/2021 - 05/01/2022]

–

Implemented new database for asset management.
–

Consolidated multiple databases into a singular database.
–

Developed and implemented an app for Microsoft Teams to streamline processes and efficiency for field personnel with data pulled from the database.
–

Developed and implemented a ticketing system to organize and document issues and resolutions while providing automated updates for end-users.
–

Persuaded and trained the team on the use of the new apps with 100% adaptation.
–

Acted as liaison between customer base, outside resources, management, and personnel for physical asset issues.
–

Asset management through various systems with inventory reporting and reconciliation to assist in loss prevention and accuracy in reports and stock.
–

Creation, analyzation, and usage of various reporting through various methods / tools.
–

In-person and remote support and training for various levels such as customer base, low-level employee base, low/mid/high level management base.
–

Analyzing needs, issues, and requirements to create solutions, build buy-in, and implement solutions.

Proctor and Gamble

Line Shift Lead [05/01/2021 - 07/01/2021]

–

Operated, maintained, and repaired manufacturing equipment.
–

Developed personnel with on-the-job training and coached as necessary.
–

Trained personnel across multiple positions to provide a seamless experience and growth.
–

Evaluated performance of equipment and product recipes and coordinated with other departments when necessary to identify areas of improvement.
–

Oversaw PM (preventative maintenance) of manufacturing equipment and ran tasks out during downtime (planned or unplanned) to ensure smooth operation while increasing uptime and product output.

Line Technician [11/01/2019 - 05/01/2021]

–

Operated, maintained, and repaired manufacturing equipment.
–

Assisted with training new personnel on safety and equipment operations.
–

Volunteered to float to other operating lines to assist when needed for operational purposes and for training purposes.
–

Evaluated performance of equipment and product recipes and coordinated with management and other departments when necessary to identify areas of improvement.
–

Volunteered to work during off-time to support operations from a staffing standpoint and to assist other departments as needed.

WVU Medicine

Medical Office Supervisor [05/01/2019 - 11/01/2019]

–

Oversaw medical office staff.
–

Scheduled staff coverage.
–

Evaluated staff performance and coached as necessary.
–

Monitored office and medical supplies and ordered as necessary.
–

Implemented documentation process changes to meet HIPPA requirements.

FedEx Ground

Medical Office Supervisor [05/01/2019 - 11/01/2019]

–

Coordinated resources and oversaw fast-paced shipping dock for multiple destinations.
–

Coached personnel based on performance.
–

Operated control center for dock to ensure high efficiency across lines.
–

Increased productivity and improved against all goals set by management.

Comcast Cable

Technical Supervisor [02/01/2017 - 12/01/2019]

–

Oversaw field technicians while assisting in other locations as needed.
–

Developed training and instructed team on new products and changes.
–

Evaluated technician performance and coached as necessary.
–

Developed and implemented rewards program for the team.
–

Consolidated reporting and processes to achieve higher efficiency. Trained and implemented reporting and processes across divisions.
–

Demonstrated great customer service and encouraged others to strive for the best.
–

Achieved multiple customer experience awards solo and as a team.
–

Assisted field technicians with diagnosing residential and commercial service issues related to cable tv, cable internet, VOIP phone and home security. Providing on-the-job training alongside.
–

Operated several systems to include ticketing, knowledgebase, e-training, diagnostics, inventory management, and others.
–

Repaired cable plant as needed to resolve issues.
–

Persuaded buy-in and implemented process changes as necessary.
–

Inspected and reconciled equipment on a regular basis to ensure minimal loss across the team.
–

Acted as liaison for personnel, human resources, and outside medical leave vendors.
–

Participated in asset management through various systems with inventory reporting and reconciliation to assist in loss prevention and accuracy in reports and stock.
–

Participated in the Creation, analyzation, and usage of various reporting through various methods / tools.
–

Provided in-person and remote support and training for various levels such as customer base, low-level employee base, low/mid/high level management base.
–

Analyzed needs, issues, and requirements to create solutions, build buy-in, and implement solutions for various types of problems and issues.

Communications Technician - Level 4 [06/01/2012 - 02/01/2017]

–

Developed training and instructed team on new products and changes.
–

Demonstrated great customer service and encouraged others to strive for the best.
–

Achieved multiple customer experience awards solo and as a team.
–

Diagnosed residential, commercial, and enterprise service issues related to cable tv, cable internet, VOIP phone and home security.
–

Operated several systems to include ticketing, knowledgebase, e-training, diagnostics, inventory management, and others.
–

Repaired cable plant as needed to resolve issues.
–

Inspected and reconciled equipment on a regular basis to ensure minimal loss across the team.
–

Participated in asset management through various systems with inventory reporting and reconciliation to assist in loss prevention and accuracy in reports and stock.
–

Performed advanced installation, maintenance, and repair of audio/video, internet, networking, VOIP, PCs, Macs, tablets, phones, and home security equipment on a residential and commercial level.
–

Participated in hardware and software installation, troubleshooting, updating, removal, and tracking.
–

Provided in-person and remote support and training for various levels such as customer base, low-level employee base, low/mid/high level management base.
–

Provided telecommunications support for residential, commercial, and enterprise client base.
–

Performed independent and collaborative assignments related to the lifecycle maintenance process and replacement procedures of cable network hardware.
–

Participated in installing / maintaining / troubleshooting / repairing / removing cable and fiber network hardware.

Communications Technician - Level 3 [12/01/2010 - 06/01/2012]

–

Demonstrated great customer service and encouraged others to strive for the best.
–

Achieved multiple customer experience awards solo and as a team.
–

Diagnosed residential and commercial service issues related to cable tv, cable internet, VOIP phone and home security.
–

Operated several systems to include ticketing, knowledgebase, e-training, diagnostics, inventory management, and others.
–

Repaired cable plant as needed to resolve issues.
–

Inspected and reconciled equipment on a regular basis to ensure minimal loss across the team.
–

Participated in asset management through various systems with inventory reporting and reconciliation to assist in loss prevention and accuracy in reports and stock.
–

Performed installation, maintenance, and repair of audio/video, internet, networking, VOIP, PCs, Macs, tablets, phones, and home security equipment on a residential and commercial level.
–

Performed hardware and software installation, troubleshooting, updating, removal, and tracking.
–

Provided telecommunications support for residential and commercial client base.
–

Performed independent and collaborative assignments related to the lifecycle maintenance process and replacement procedures of cable network hardware.
–

Participated in installing / maintaining / troubleshooting / repairing / removing cable network hardware.

Communications Technician - Level 2 [12/01/2009 - 12/01/2010]

–

Demonstrated great customer service and encouraged others to strive for the best.
–

Diagnosed residential service issues related to cable tv and cable internet.
–

Operated several systems to include ticketing, knowledgebase, e-training, diagnostics, inventory management, and others.
–

Inspected and reconciled equipment on a regular basis to ensure minimal loss across the team.
–

Performed asset management through various systems with inventory reporting and reconciliation to assist in loss prevention and accuracy in reports and stock.
–

Performed installation, maintenance, and repair of audio/video, internet, networking, VOIP, PCs, Macs, tablets, phones, and home security equipment on a residential level.
–

Performed hardware and software installation, troubleshooting, updating, removal, and tracking.
–

Performed on-site training for customer base.
–

Participated in telecommunications support for residential client base.
–

Performed independent and collaborative assignments related to the lifecycle maintenance process and replacement procedures of cable network hardware.
–

Participated in maintaining and troubleshooting of cable network hardware.

Communications Technician - Level 1 [09/01/2009 - 12/01/2009]

–

Demonstrated great customer service and encouraged others to strive for the best.
–

Diagnosed residential service issues related to cable tv and cable internet.
–

Operated several systems to include ticketing, knowledgebase, e-training, diagnostics, inventory management, and others.
–

Inspected and reconciled equipment on a regular basis to ensure minimal loss across the team.
–

Performed asset management through various systems with inventory reporting and reconciliation to assist in loss prevention and accuracy in reports and stock.
–

Performed installation, maintenance, and repair of audio/video, internet, networking, VOIP, PCs, Macs, tablets, phones, and home security equipment on a residential level.
–

Performed hardware and software installation, troubleshooting, updating, removal, and tracking.
–

Performed on-site training for customer base.
–

Participated in telecommunications support for residential client base.

Walmart

Department Manager [05/01/2008 - 09/01/2009]

–

Oversaw department personnel and photo lab equipment.
–

Operated, maintained, and repaired photo lab equipment as needed.
–

Examined schematics to ensure proper maintenance and assist in root-cause analysis for issues to minimize equipment downtime.
–

Reconciled equipment while reviewing inventory reports to eliminate product loss / theft.
–

Coached personnel on performance and trained on equipment maintenance and issues.
–

Participated in asset management through various systems with inventory reporting and reconciliation to assist in loss prevention and accuracy in reports and stock.
–

Analyzed needs, issues, and requirements to create solutions, build buy-in, and implement solutions.

Photo Center Specialist [02/01/2008 - 05/01/2008]

–

Operated, maintained, and repaired photo lab equipment as needed.
–

Examined schematics to ensure proper maintenance and assist in root-cause analysis for issues to minimize equipment downtime.
–

Reconciled equipment while reviewing inventory reports to eliminate product loss / theft.
–

Participated in asset management through various systems with inventory reporting and reconciliation to assist in loss prevention and accuracy in reports and stock.
–

Analyzed needs, issues, and requirements to create solutions, build buy-in, and implement solutions.

Photo Center Technician [08/01/2007 - 02/01/2008]

–

Operated, maintained, and repaired photo lab equipment as needed.
–

Reconciled equipment while reviewing inventory reports to eliminate product loss / theft.
–

Participated in asset management through various systems with inventory reporting and reconciliation to assist in loss prevention and accuracy in reports and stock.
–

Assisted customer base in a photo lab and retail setting.

Degrees and Certifications

B.S. in Business Management | University of Phoenix [06/01/2016 - 06/01/2018]

A.S. in Computer and Electronic Technology | DeVry University [05/01/2013 - 05/01/2015]

Diploma in General Studies | Berkeley Springs High School [08/01/1998 - 06/01/2002]

–

Built, maintained, and repaired county school computers and network.
–

Oversaw and maintained county school network and domain.
–

Building, repairing, maintaining, upgrading, and removing of PC equipment for school settings.
–

Installing / maintaining / troubleshooting / refurbishing / repurposing network hardware.
–

Performing solo, and as a team, a wide range of IT projects pertaining to the implementation, execution, maintenance, troubleshooting, and evaluation of IT systems both on-site and remotely.
–

Performing independent and collaborative assignments related to the lifecycle maintenance process and replacement procedures of PC and network hardware and software both on-site and remotely.

Technical Certifications

–

Obtained from Berkeley Springs High School --
–

Aries A+, Aries Net+, Aries Pro-Tech

Active Directory	Imaging	Mobile Device Support	Training
Android Support	Inter-departmental Communication	Networking (LAN & WLAN)	Troubleshooting
Backup	iOS Support	O365	VOIP
Collaboration	LAN Install & Troubleshooting	Office Products	WAN Install & Troubleshooting
File Restores	Leadership	Root Cause Analysis	WiFi Install & Troubleshooting
Hardware	Linux Support	Server Support	Windows Support
Help Desk	Mac Support	Software	Workstation Support

Adaptable	Empathetic	Hard Working	Self-Starting
Communication	Flexible	Problem Solving
Documentation	Goal Setting	Results Driven

Andrew J Sugg

Mission Statement

Work Experience

Virasec IT Support Services

NCR Corporation

Keymaster / Customer Engineer [07/01/2021 - 05/01/2022]

Proctor and Gamble

WVU Medicine

Medical Office Supervisor [05/01/2019 - 11/01/2019]

FedEx Ground

Medical Office Supervisor [05/01/2019 - 11/01/2019]

Comcast Cable

Walmart

Education

Degrees and Certifications

Skills & Traits

References

Andrew Poole

Christopher Dotson

Michael Terrio

Steven Powell