Loreal Couch
Peachtree City,GA
Summary
Dynamic and detail-oriented Technician with over 5 years of experience in maintaining and optimizing, specializing in mission-critical, high-security environments. Proven expertise in managing server hardware and networking equipment to ensure seamless uptime and reliability while troubleshooting complex technical issues. Strong commitment to secure asset handling and adherence to SOPs enhances operational efficiency and inventory accuracy, fostering collaboration across teams. Results-driven professional with a solid background in shipping and receiving operations, adept at inventory management and order processing, consistently prioritizing efficiency and accuracy in all tasks.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Data Center Technician
TEKsystems @ Microsoft
Atlanta, GA
03.2026 - Current
- Diagnosed and resolved hardware issues within data center environments.
- Monitored server performance and conducted routine maintenance to ensure uptime.
- Oversaw hardware deployment, break/fix processes, and decommissioning to enhance Microsoft’s Co+I data center operations.
- Facilitated efficient cable routing and labeling, ensuring proper hardware installation for servers and supporting network infrastructure.
- Performed break/fix troubleshooting diagnostics, component replacement, and post-repair validation in accordance with Microsoft SOPs.
- Facilitated comprehensive decommissioning, focusing on secure data-wipe component removal and adherence to chain-of-custody standards for asset management.
- Executed thorough physical audits and confirmed serials and asset tags to maintain accurate and reliable data records.
- Managed incident response processes and escalation workflows to uphold service level agreements and maintain system uptime.
- Engaged with data center operations, security, and facilities teams to guarantee adherence to safety protocols and compliance requirements in work execution.
- Ensured compliance with Microsoft SOPs and conducted thorough task hazard analyses for all assigned tasks.
- Conducted comprehensive monitoring of server performance and performed regular maintenance to sustain operational reliability.
- Analyzed and resolved hardware challenges, maintaining system reliability in data center settings.
Billeting Clerk, Lead
Vectrus
Erbil, Iraq
02.2021 - 01.2025
- High-security, high-availability environment with operational workflows .
- Maintained asset inventories, logs, and hand receipts aligned with audit and chain-of-custody requirements.
- Executed SOP-driven processes ensuring accuracy, compliance, and operational consistency.
- Coordinated with multiple teams to resolve issues and maintain uninterrupted operations.
- Identified and escalated equipment and infrastructure-related issues.
- Provided lead-level guidance, training, and task delegation.
- Supported facility operations, ensuring uptime and adherence to security protocols.
Front Desk Agent
Hilton Hotels
04.2017 - 01.2021
- Streamlined processing of high-volume operational requests, prioritizing accuracy and professional communication.
- Spearheaded coordination efforts with cross-functional teams to resolve operational issues and maintain uninterrupted service.
- Cataloged and arranged extensive records to improve accessibility and enhance operational efficiency.
- Managed billing and payment processing operations to enhance accuracy and reduce guest disputes.
- Oversaw guest check-in and check-out processes, ensuring seamless service delivery.
- Addressed guest inquiries and complaints to enhance overall guest experience through effective problem-solving.
Shipping and Receiving Clerk
Horizons Inc.
Warrensville Heights, OH
03.2013 - 01.2021
- Executed material staging, labeling, and inventory control processes in adherence to strict procedural standards.
- Executed quality assurance checks on components before deployment.
- Oversaw inventory management processes to uphold accuracy and compliance with regulatory standards.
- Supervised daily shipping and receiving functions, optimizing processes for prompt handling of incoming and outgoing shipments.
- Oversaw inventory control systems to ensure precise stock levels and reduce discrepancies.
- Executed thorough verification of incoming shipments against documentation, ensuring proper allocation to designated departments.
- Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
- Operated pallet jacks and dollies to efficiently load and unload goods from trucks and containers.
- Conducted comprehensive inspections of outgoing packages and ensured precise label checks to reduce shipping errors.
- Reviewed and verified invoices and order forms for goods received and shipped, ensuring proof of transactions.
- Coordinated shipment timelines to achieve punctual deliveries, proactively addressing delays and informing customers of changes.
Customer Care Representative
TeleTech
Amherst, OH
05.2012 - 09.2012
- Diagnosed and resolved technical issues for mobile devices and services, contributing to improved customer satisfaction.
- Followed structured workflows for diagnostics, escalation, and resolution.
- Facilitated effective communication by managing customer inquiries through multiple channels to enhance service quality.
- Facilitated resolution of complex issues through collaboration with cross-functional teams to elevate customer satisfaction.
Education
IT Support Professional -
Cuyahoga Community College
Cleveland, OHSkills
- Inventory management
- Data center operations
- Network troubleshooting
- Network support
- Computer hardware troubleshooting
- Asset management
- Hardware maintenance
- Hardware diagnostics
- RMA management expertise
- Installation and removal of hardware
- Break/fix diagnostics
- Cable identification and labeling
Certification
- CompTIA Security+
- Microsoft Technology Associate (MTA)
Timeline
Data Center Technician
TEKsystems @ Microsoft
03.2026 - Current
Billeting Clerk, Lead
Vectrus
02.2021 - 01.2025
Front Desk Agent
Hilton Hotels
04.2017 - 01.2021
Shipping and Receiving Clerk
Horizons Inc.
03.2013 - 01.2021
Customer Care Representative
TeleTech
05.2012 - 09.2012
IT Support Professional -
Cuyahoga Community College