Herschel Gay
Atlanta,GA
Summary
With 28+ years of expertise in system administration, technical support, installation, networking, troubleshooting, security, and support, I am eager to contribute to your organization in the field of Information Technology. Throughout my career, I have excelled at prioritizing and completing technical assignments within strict budgetary and time restrictions while meeting customer and corporate specifications. My effective communication skills have earned me corporate recognition and customer Letters of Commendation for combining training and motivational management techniques to help teams exceed productivity, profitability, and service quality objectives. Utilizing strong analytical, technical, and managerial skills, I have successfully built core servers and resolved network problems by setting up configuration settings, patches, cabling, and troubleshooting diverse technical and operational concerns. This has allowed me to provide customized solutions to meet specific client objectives and build a loyal client base in a highly competitive marketplace.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Computer Technician
EnPointe Technical
01.1996 - 06.2025
- Responsible for Ethernet networking cable utilizing different protocols
- Main clients include: Wal-mart, Citi Financial, George Washington University, Unisys and GE Capital
- Develop and simplify procedures, while explaining complex tasks and ideas in an easy to understand
- Find innovative cost-effective solutions
- Proficient in building and maintaining strong and positive relationships with key clients, organizations, vendors and end-users
- Diagnose software/hardware problems
- Consistently identify and troubleshot overlooked problems and implement solutions
LANDesk Engineer
Atlanta Public Schools
01.2002 - Current
- Install, Configure, and maintain LANDesk server with PCAnywhere as well as VPN, including monitoring server and system performance
- Trained help desk associates on the features of LANDesk, which effectively reduced the cost of driving to sites to fix problems
- Create standardized desktop images utilizing PowerQuest Drive Image Pro which automated the process to quickly enhance the image and deploy the PCs to end users
- Reduced an average of 3-4 hours rebuilding time per PC, which include 10-20 PCS rebuilt per month
- Upgraded/ migrated existing systems from V.6.6 TO V7.0 on new, standalone Windows 2000 server
- Other software utilized include: LANDesk 8.8, PDAs, pcAnywhere, VPN, Windows, 2000/NT, FrontPage HEAT, MS Outlook, 2002/2000/98, Power Quest Deploy Center
- Certified LANDesk Engineer
- Major responsibilities include: Build Core Servers, Set-up, configure setting cable patch management, OSD, and Agent Deploy
VIP Services Representative
Atlanta Public Schools
06.1998 - Current
- Collaborated with other team members to consistently deliver top-notch service to all Staff, including high-profile individuals.
- Enhanced customer satisfaction by promptly addressing and resolving VIP guest concerns and inquiries.
- Contributed to the development and implementation of policies and procedures aimed at enhancing overall quality of service provided by the VIP team.
- Facilitated communication between Superintendent and Schools management to ensure all needs were met during their visit.
Network Cabling Technician
Atlanta Public School System
03.2021 - 06.2024
- Assisted clients in choosing the right cabling design tailored to their specific business requirements while considering budget constraints.
- Maintained accurate documentation of completed projects, detailing specifications, materials used, and test results for future reference purposes.
- Optimized network functionality by conducting thorough inspections of existing cabling infrastructure for potential upgrades or repairs needed.
- Enhanced network performance by installing and maintaining structured cabling systems for various clients.
- Contributed to team success by mentoring junior technicians on best practices for network cabling installation and maintenance.
- Reduced client downtime by promptly diagnosing and repairing network issues related to cabling infrastructure.
- Installed and configured new devices and system components.
- Coordinated installation of new users and relocations of existing users.
Audio Visual Specialist
Information Technology Resources
01.2017 - 01.2022
- Experience with Crestron system, Set up and operated audio visual equipment
- Rang out feedback from PA Systems
- Installed flat screen displays on stands
- Configured web conferences
- Audio Recording Engineer
- Setting up and installing microphones, lights, video monitors, projectors, speakers, and video cameras
Technology Sales Representative
Enpointe Technology
01.2000 - 07.2015
- Conducted product demonstrations, highlighting key features that met client requirements.
- Improved sales 20% by managing and delivering required service-level agreements.
- Provided excellent post-sales support, addressing issues in a timely manner and ensuring client satisfaction.
- Increased technology sales by identifying customer needs and presenting tailored solutions.
- Attended trade shows and exhibitions to generate qualified leads for future sales opportunities.
- Built strong relationships with clients for better account retention and growth.
- Worked closely with partners to create customized solutions that catered specifically to client needs.
- Negotiated contracts skillfully, securing favorable terms for both the company and clients.
SR. PC Technician
Information Technology Resources
04.1995 - 01.1999
- Install, configure, and maintain desktops, laptops, printers, and peripherals.
- Diagnose and resolve hardware and software issues in a timely manner.
- Perform system upgrades, updates, and patches as needed.
- Provide technical support to end-users via phone, email, or in person.
- Troubleshoot network connectivity issues, including LAN, Wi-Fi, and VPN connections.
- Maintain accurate records of repairs, upgrades, and technical support requests.
- Assist with imaging and deploying new systems for employees.
- Ensure compliance with company IT policies and security protocols.
- Collaborate with other IT team members to implement technology solutions.
- Train users on basic IT best practices and troubleshooting techniques.
- Improved efficiency by providing remote support to end-users, addressing concerns in a timely manner.
- Conducted thorough diagnostics on malfunctioning computers to identify root causes of issues.
- Reduced downtime by performing routine maintenance on computer systems, ensuring optimal functioning at all times.
- Optimized PC security by installing antivirus software and implementing best practices for data protection.
Network Engineer
CNS Technology Inc.
12.2015 - 07.2017
- Maintained hardware/software systems for small to medium external network (200-500 nodes) which included: installation, troubleshooting, and technical support for both Microsoft and Novell environments
- Resolved helpdesk tickets for 50 clients by analyzing and managing problems
- Participated in changing management as well as creating room for improvement
- Trained and mentored new engineers
Education
Bachelor of Science - Computer Engineering
Atlanta Area Technical College
Atlanta, GA05.1996
Skills
- LANDesk 90
- Power Quest Deploy Center Drive Image Pro
- Client relationship management
- Quality control
- Teamwork and collaboration
- Problem solving
- Customer support
- Project planning
- Cost analysis
- Process development
- Hardware troubleshooting
- Network configuration
- Cybersecurity awareness
- Quality assurance testing
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Supervised team of 22 staff members.
- Successfully launched LANDesk.
- Collaborated with team of 3 in the development of LANDesk.
Certification
- A+ Computer Technical Hardware
- Printer Technician
- LANDesk Engineer
- Microsoft Technician
- Windows 2000 Server
- Professional
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Network Cabling Technician
Atlanta Public School System
03.2021 - 06.2024
Audio Visual Specialist
Information Technology Resources
01.2017 - 01.2022
Network Engineer
CNS Technology Inc.
12.2015 - 07.2017
LANDesk Engineer
Atlanta Public Schools
01.2002 - Current
Technology Sales Representative
Enpointe Technology
01.2000 - 07.2015
VIP Services Representative
Atlanta Public Schools
06.1998 - Current
Computer Technician
EnPointe Technical
01.1996 - 06.2025
SR. PC Technician
Information Technology Resources
04.1995 - 01.1999
- A+ Computer Technical Hardware
- Printer Technician
- LANDesk Engineer
- Microsoft Technician
- Windows 2000 Server
- Professional
Bachelor of Science - Computer Engineering
Atlanta Area Technical College
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