Adonis P. Email & Phone Number

Atlanta, Georgia, United States

Atlanta, Georgia

Provide technical assistance, guidance, troubleshooting and repair through Level 2 support and work with internal experts and vendors to resolve Level 3 issues. Configure, install, monitor and maintain client desktop software and hardware; support mobile workforce. Provide on-the-spot training to clients. Consult with and make recommendations to IT on selection of hardware and software products to address business requirements while maintaining published IT standards. Consult with internal IT teams to represent client's technical interests for project planning and standards development.

This role was designed to keep operations equipment downtime to a minimum and keep Google's communication hardware running efficiently. Responsibilities include the former role in addition to L0 preventative maintenance on Tandberg VC equipment, Canon printer/copiers, and Avaya telephony services. Defined, expanded, and trained new technicians in this role, which began with only 3 individuals, it now encompasses 39 members and has extended worldwide.

Provide great customer service in helping users with tier 1/2 level triage support for all of their technical needs, including but not limited to troubleshooting their Mac, Windows, and Ubuntu hardware/software/OS, Networking/Wireless, Printing, Blackberry/Android/iPhone, Video Conferencing, Phone/IP, and Server issues via email, xmpp chat, IRC, Remedy Tickets, remotely and in person. I have participated in several offsite positions like the Edge Conference 2008 and the West Coast 2008 trip. I have created documentation for our knowledgebase and helped with several projects including the Connected Backup program, Microsoft Office 2008 testing, Leopard Migration script testing, Techstop bot, and Crash Plan pilot testing.

Provide quality control for our blackbox and whitebox testing units managed with Ubuntu for the Media team. Test media with an acute eye to detail for bugs and document using Bugzilla to great detail. Work 60+ hour weeks during the last few months of our project launch to ensure that the PS3 shipped on time with minimal bugs.

Fulfill the technical needs of a small office of ~20 as their technical support. Provide for all of their needs including a Mac server and wireless network, desktop support, company website at www.nexlsports.com, a database for orders/inventory/AP/AR, and advertising/marketing media creating logos, magazine ads, conference banners, and uniform designs. Researched and advised on all hardware/software purchases to meet the future needs of the company.

Offer Technical assistance as part of a small support team offering support for a small network of Macs, Windows, servers, printers, scanners, and copiers. Proposed new hardware and software to increase staff productivity, generated flyers and their website eop.ucsc.edu to help inform students and parents. Taught the Summer Computer Skills course, developed the curriculum, and administered and graded tests. I was the first freshman hired by the Computer Consultant team and the first to participate in their Summer Bridge Program.

Bachelor'S Degree, Digital Communication And Media/Multimedia

Computer Science/Film & Digital Media