Christopher Chilcote Email & Phone Number

Salt Lake City, Ut, Us

Salt Lake City Metropolitan Area

South Jordan, Utah, United States

Product Support Engineer • Supporting Avalanche Mobile Device Management (MDM) and Neurons for MDM (Formerly MobileIron).• Served as single point of contact and liaison between Support, Sales, and Development teams.• Managed all escalated Pre-Sales and Support cases for Supply Chain MDM.• Evaluated, troubleshooted, replicated, and documented product bugs and defects.• Installed, maintained, and supported Windows Server 2012, 2016, 2019, 2022 (Active Directory, Group Policy, IIS, DNS).• Familiar with SSL Certificate creation and maintenance (Cert Manager, IIS, and OpenSSL).• Installed, maintained, and supported Microsoft SQL Servers 2008 through 2022.• Utilized Sales Force for Case Tracking and Knowledge Base.• Used Azure DevOps for tracking bugs, defects, Sprint forecasting, and Release tracking.• Work with and support Android devices with Android 4.4.4 through 13o Device Management, OS Updates, and Configuration o Zebra, Honeywell, Panasonic, Google Pixel, Samsung and other device manufacturersProfessional Services Specialist• Worked directly with end customers to install, upgrade, or maintain Avalanche Software.• Assisted customers with SSL certificate creation and installation.• Provided support for Windows Server and Microsoft SQL environments.• Has experience with PostgreSQL.• Provided training for new and current customers.• Utilized Teams and WebEx to host and record sessions.

Greater Salt Lake City Area

• Provide in-depth support and troubleshooting for all Ivanti Wavelink products, including but not limited too Telnet applications – TelnetCE, CE Term, VelocityCE, Velocity for Android, Studio, etc.o Avalanche Device Management  Proficient with versions 5.x and 6.x  Remote Control – For both AIDC Windows devices and Splashtop for Smart Deviceso Session Persistence software – ConnectPro/TermProxy• Proficient at setup and install of all above listed Software and utilities• Utilize SalesForce for Case managemento Maintain communication with customers, tracking issues end-to-endo Provide feedback to customers and recommendations to customers o Advised and assist customers with planning, install, setup, and use of Wavelink Products start to finish• Contributes to internal and external Knowledge base articles o Has created multiple articles that were nominated for Article of the quarter• Achieved and exceeded required CSAT scores • Works directly with Back-line and Development teams to resolve complex issues and provide feedback on products and product direction• Provide direct assistance to fellow Support Engineerso Assists with Escalated cases o Assist PSE’s with Troubleshooting and Testing on Escalated cases• Demonstrated ability to quickly adapt and learn new technologies on-demand • Collaborate with Device Manufactures and Vendors with troubleshooting and resolving issues• Assist VAR’s with complex issues and end customer setup and support o Maintained excellent relationships with VAR’s and their end customers

Greater Salt Lake City Area

Salt Lake City, Utah, United States

• Manage and Support all aspects of local IT infrastructure throughout multiple partner companies located within a 50,000SqFt warehouse• Windows infrastructure o Windows 7, 8, 10 Server 2011 SBS, 2016o AD, GPO, DNS, DHCP, etc.• Google G-Suite infrastructureo G-Suite Business Email and Cloud services• Microsoft Office 2010, 2016• QuickBooks Desktop Enterprise 2017 o Manage multiple company fileso Troubleshoot and resolve both desktop and server issues o Setup and maintain QuickBooks Web-connector environment • Network infrastructure:o Fortinet UTM: FortiGate, FortiCliento Netgear Managed Switch stacko Ubiquity Wi-Fi: Multiple access points and managed captive portal• Jive - VOIP Phone System o Yealink and Polycom phones• Print Server and Printer Infrastructureo Windows 2016 print server, Raspberry Pi CUPS, Google Cloud Print Services• Manage Contracts and monthly payments for vendors and services• Setup, Maintain and Support iMac, MacBook and iPad Devices

Park City, Utah

• Windows infrastructure o Windows 7, 10 Server 2008r2, 2012r2, 2016o AD, GPO, DNS, DHCP, etc.• Exchange and Outlook infrastructureo Exchange and Outlook 2010, 2013, 2016o Setup and Manage Multiple CAS, MBX and Archive servers• Network infrastructure:o Fortinet UTM: Fortigate, FortiClient, FortiVPN, FortiAnalyzer, FortiWebo Dell PowerConnect Managed Switches o LLDP, LLDP-MED, VLAN, TCP/IP, DHCP, DNSo Configure, Troubleshoot and Support 80 Internet connections servicing 40 offices nationwideo Nagios hardware, software, and services monitoring • VOIP Phone System - Asterisk-based FreePBX, Aastra, Sangoma and Polycom Phones• VMware - VCenter, VSphere, Nimble Storage, Veeam Backup• Travel-hardware upgrades and office moves – coordinate move schedules with office managers, vendors, movers and building management- punch downs/terminations/rack setup and teardown/cubical wiring• Confluence – Knowledge Web Setup, Maintenance and Support• Centralized Anti-Virus Protection – Symantec, Eset, FortiClient• Manage and Utilized trouble ticketing system to efficiently and effectively respond and resolve issues o Maintain accurate Documentation and tracking of Issueso Provide User support and resolutions with trouble tickets and break fix situations o Provide detailed documentation of each issue and resolutiono Create guides and Knowledge base articles for repeat issue resolutiono Respond and resolve issues in accordance with priority and severity guidelines

Park City, Utah

Greater Philadelphia Area

Talon Professional Services – Servicing St. Luke’s Hospital Network, March 2014 - Present● Preformed Windows XP to Windows 7 migrations and upgrades:o Administered Software and Hardware upgrades to new and existing systems throughout the Hospital Networko Preform Compatibility checks and testing on proprietary software and hardwareo Manage scheduling and coordination with multiple departments and doctors in order to provide prompt and excellent service with limited downtimes or interference with daily Hospital operation● Provide User support and resolutions with trouble tickets and break fix situations Includingo Providing detailed documentation of each issue and resolutiono The creation of guides and Knowledge base articles for repeat issue resolutiono Responding and resolving issues in accordance with priority and severity guidelines

Amazon.com Fulfillment Services ABE3, Breinigsville, PA, August 2013 to March 2014● Maintains all aspects of IT Hardware equipment which includes but is not limited to the support of:o Desktop and Laptop Computers, ThinClients, Tethered and Wireless barcode scan guns, Hand held barcode scan guns.● Provided User support , Hardware and Software support, involving but not limited to:o Windows operating system Issues, HP ThinClient system issues.o Printer installation as well as troubleshooting both physical and software issues including: Experienced and Efficient in the physical repair of many Laser and Multi-Function Printers Experienced and Efficient in the physical repair and maintenance of Zebra Label Printers both Direct thermal and Thermal Transfer● Utilized trouble ticketing system to efficiently and effectively respond and resolve issues o Maintaining accurate Documentation and tracking of Issueso Following Remedy SLA guidelineso Addressing issues as to follow first in first out methodology

Blue Bell, Pa

• Management and Administration of all aspects of IT hardware and software throughout multiple partner companies• Windows infrastructureo Windows 98, 2000, XP, Vista, 7, 8, Server 2003,2008r2o AD, GPO, DNS, DHCP, IIS, etc.• Exchange and Outlook infrastructureo Exchange and Outlook 1998/2003/2007/2010o Setup and Manage Multiple CAS, MBX and Archive servers• Manage and Administer of IT Hardware equipment throughout multiple partner companies which includes but is not limited to the support of:o Desktop and Laptop Computers, Servers, Routers, Switches, Mobile Handheld Computers with RF scanning abilities• Provide support to graphic artists using Mac OS X with both iMac and MacBook devices• Provide support and maintenance for IBM AS400 server • Provide in depth End User and Administrative support for both Hardware and Software• Printer support, Installation, diagnostics and repair of both physical and software issues as well as maintaining multiple print servers.o Inkjet, Laser, Dot Matrix, MFP, Handheld Portable, Photo and Large format printers • Network infrastructureo Cisco Routers, Switches and VPN connectionso Barracuda Firewall• Symantec o Setup and maintenance of Symantec endpoint protection and SEP Managero Daily/Weekly/Monthly Tape Backups using Symantec Backup Exec and Dell PowerVault Drives • Remote End User and System support provided using: Symantec PC Anywhere, LogMeIn, Dame Ware NT, Tight VNC, and TeamViewer

Nazareth, Pa

• Maintain all aspects of IT Hardware equipment throughout a 600,000SqFt Warehouse • Windows infrastructure• Windows XP, 7, Server 2003, 2008r2• AD, GPO Support and Setup• Exchange and Outlook infrastructure 2003/2007/2010• Remote End User and System support• Support multiple warehouses nation wide • Provide Daily Reports for inventory tracking and movement of product throughout multiple warehouse Facilities• Physical Repair, Routine Maintenance, Tracking of Equipment and Providing End User support for:• Desktop, Laptops, Servers, Axis Terminals• Motorola/Intermec/LXE barcode scanners, including wireless and cable tethered• Printers – Inkjet, Laser, Thermal Transfer, Direct Thermal, and Dot Matrix technologies• Maintain and support NEC Phone systems both digital and analog

Provo, Utah, United States

• Troubleshoot hardware and software problems with home alarm and home automation systems and IoT devices• Provide prompt, Professional and courteous service and support to customers• Burglar Alarm Company Agent Certified

Lindon, Utah, United States

• Provide online and telephone support for Dell Desktop & Notebook Computers• Troubleshoot hardware problems, either instruct users in fixing common hardware problems or ordering on¬site or mail in support options• Deliver quality and professional customer service and Technical support• Remote Desktop service for solving customer problems

Education record

Education record