Quinton Moore
C.
Norcross,GA
Summary
Technical Support Specialist: A Technical Support Specialist with over 10 years of experience in desktop and phone support, specializing in computer configuration, cloud engineering, networking, and software configuration. Proficient in assisting end users while maintaining a strong focus on creating mutually beneficial experiences for both the company and its internal and external clients. Experienced in working within Managed Service Provider and Enterprise environments.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Desktop Support Technician – Tier Two
Rooms To Go
Brookhaven/Suwanee
11.2022 - 10.2024
- Provided end user support for Windows 10/11, Citrix, Google Chrome, which includes incident, problem, and service request resolution for customers.
- Onboarded new users with machine technology utilizing Microsoft InTune and Microsoft Azure.
- Responded to the organization’s changing business requirements reducing incidents and disruption while maximizing value and decreasing re-work.
- Collaborated with stakeholders in supported organizations to ensure a strong alignment between service targets and meeting customer objectives.
- Inspired Level One Technicians to achieve the highest possible levels of customer satisfaction, duties include championing operational excellence initiatives involving the continued maturing of ITIL-based processes.
- Supported service improvement initiatives, supported the change and engaged stakeholders including internal customers, peers, staff, and outside suppliers to achieve performance improvements.
- Developed technical documentation to add to the department knowledge base to ensure appropriate knowledge transfer and knowledge sharing.
- Managed and monitored service levels with internal customers and vendors utilizing ServiceNow.
- Provided support to Facilities, IT and Security Operations as part of CATS' DCFM portfolio management.
- Validated compliance to policies, standards, processes, procedures, and controls and oversaw enforcement efforts to ensure services are being provided with a high level of quality.
- Worked efficiently under conditions of multiple deadlines and changing priorities to produce high-quality material with meticulous attention to detail.
- Assisted subject matter expert (SME) for service ticket escalations and engagement of resolver groups.
- Maintained and analyzed troubleshooting and repaired computer systems and peripherals such as Zebra printers, Zebra scanners, Lexmark Multi-Functional printers.
- Represented the interests of our customers by providing support and appropriate escalation to Desktop Support Site Leads and other IT functions when issues cannot be resolved.
- Provided Mentorship and guidance for Level 1 CATS associates.
- Identified inefficiencies and initiated process improvement to remediate.
- Documented changes of IT assets such as status and ownership.
- Utilized Active Directory to onboard new employees.
- Utilized VOIP to provision phones with CUCM.
Tier Two Systems Administrator
CDI Managed Services
Roswell
07.2016 - 10.2022
- Provided phone support to internal and external customers in reference to installations of various software applications that were used by various clients in a Managed Service Provider Environment. These applications include but are not limited to: Microsoft O365, Microsoft Sharepoint, Citrix, Microsoft Azure/Active Directory, VMWare, Various data backup solutions (Zerto, Datto, One Drive), V-Cloud. Windows 10, Windows 11.
- Performed Case and Problem Management to ensure that SLA agreements are met.
- Utilized Service Now ticketing system to generate, assign, and resolve work cases.
- Assisted global internal and external users with log on and network issues including VPN, software application, router, switch, and firewall architecture and connectivity.
- Provided technical leadership to the staff members.
- Utilized Active Directory to onboard new employees, reset passwords, and give permissions for user’s application accessibility.
- Utilized VOIP to provision phones with CUCM.
Tier One Systems Administrator
T-SYSTEMS NORTH AMERICA
Alpharetta
07.2015 - 06.2016
- Provided phone support to internal customers about installations of various software applications as: Intuit Quickbase, Microsoft Office 2013, Microsoft Sharepoint, and Microsoft Exchange. Created access distribution lists utilizing those software components.
- Utilized AS 400 to resolve Zebra printer issues and MASS printer issues.
- Utilized HP Service Manager ticketing system to generate, assign, and resolve work cases.
- Assisted global users with password lockout/reset issues regarding the Thyssen Krupp network by utilizing Active Directory, resetting passwords within their inventory system in AS 400 and SAP.
- Assisted global users with network issues which included VPN and network and/or remote connectivity.
Tier One Support Technician
RICOH-USA SUPPORT CENTER
Lawrenceville
08.2014 - 03.2015
- Provided phone support to internal customers about installations, maintenance, performance, testing, reporting, and troubleshooting of hardware and software for the Ricoh network.
- Utilized Service Now ticketing system to generate, assign, and resolve work cases.
- Assisted global users with password lockout/reset issues in regards to the Cisco VPN, Oracle, and Ricoh network.
IT Operations Specialist
GWINNETT COUNTY PUBLIC LIBRARY
Lawrenceville
03.2014 - 06.2014
- Provided phone, physical, and remote support to the library staff by resolving help desk tickets in regards to maintenance of hardware and software issues for staff computers and public computers.
- Performed accurate and efficient installations, maintenance, performance, testing, reporting, and troubleshooting of hardware and software for the staff computers and public computers.
- Participated in network security and maintenance which resulted in consistent functionality of Library operations. This also included inventory control and network cable management.
- Deployed and configured Windows 7 to the library’s network from Windows XP through reimaging the hard drive.
Help Desk Technician I/Project Coordinator
AUTOMATED SYSTEMS DESIGN, INC
Alpharetta
10.2013 - 12.2013
- Scheduled field technicians to perform T-Mobile’s point of sale deployment of Windows 7 machines from Windows XP machines.
- Provided phone support to field technicians during the point of sale deployment which entailed various compatibility issues to T-Mobile’s proprietary software which included Ingenico credit card readers, HP MSR credit card readers, Cherry Keyboards, and printers on the network.
- Organized and maintained the call log which allowed management to gauge the field technicians’ progress of on-site projects.
Education
Bachelor of Science - Communications
GEORGIA SOUTHERN UNIVERSITY
Skills
- Cloud Technologies
- Backup and Recovery Technologies
- End User Training
- Troubleshooting
- Repairing Computer Systems
- Hardware
- Software
- Computer Peripherals
- Cable Management
- LAN/WAN Ethernet Topology
- TCP/IP Protocol
- DHCP Protocol
- DNS Protocol
- Windows XP
- Windows Vista
- Windows 7
- Windows 8
- Windows 81
- Windows 10
- Windows 11
- Desktop Applications
- Software Installations
- Configuration
- Support
- Microsoft Office 2007
- Microsoft Office 2010
- Microsoft Server 2003
- Microsoft Server 2008 R2
- Microsoft Server 2012 R2
- Microsoft Server 2019 R2
- Apple iPhones Configuration
- Apple iPads Configuration
- Android Phones Configuration
- Android Tablets Configuration
- AirWatch
- MDM
- SCCM
- Workstation Configuration
- Workstation Upgrades
- RAM
- NIC Cards
- Graphic Cards
- Hard Drives
- Network Cables
- Internet Technologies
- Wireless Routers
- Cisco Meraki Access Points
- Customer Service
- Relationship Management
- Break-Fix
- VMWare
- Oracle VM VirtualBox
- Remote Support Tools
- LogMeIn
- Bomgar
- Team Viewer
- Linux
- Kali Linux
- Ubuntu
- Raspberry Pi
- Microsoft InTune
- Microsoft Azure
- VOIP
- Okta
- Identity Access Management
Certification
- CompTIA A+ Certification
- CompTIA NETWORK + Certification
- Cisco Certified Entry Network Technician (CCENT)
- Cisco Certified Network Associate (CCNA)
Timeline
Desktop Support Technician – Tier Two
Rooms To Go
11.2022 - 10.2024
Tier Two Systems Administrator
CDI Managed Services
07.2016 - 10.2022
Tier One Systems Administrator
T-SYSTEMS NORTH AMERICA
07.2015 - 06.2016
Tier One Support Technician
RICOH-USA SUPPORT CENTER
08.2014 - 03.2015
IT Operations Specialist
GWINNETT COUNTY PUBLIC LIBRARY
03.2014 - 06.2014
Help Desk Technician I/Project Coordinator
AUTOMATED SYSTEMS DESIGN, INC
10.2013 - 12.2013
Bachelor of Science - Communications
GEORGIA SOUTHERN UNIVERSITY
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