As a Localization Support Engineer, I play a key role in providing expanded support for deployment of the next generation WeatherSTAR’s for The Weather Channel. In addition, I am expanding my roles in the support of the Local Now product being offered on multiple Over the Top applications. https://www.localnow.com/#/. I act as technical support for The Weather Channel's Local Programming Operations organization. In addition to continuing to fulfill the Distribution Support Engineer functions, I have added the responsibilities of configuration and authorization of the newest Digital Satellite Receivers along and more complex WeatherSTAR installations and troubleshooting issues. Utilization of Zabbix monitoring that communicates to WeatherSTAR units in the field and the proactive resolution of Weather Channel output and localization experiences. In addition, the use of Zabbix for monitoring the streaming of the LocalNow product resources which utilizes the Amazon AWS portal that manages multiple load balanced servers for its production environment.

As a Distribution Support Engineer, played a key role in providing expanded support for deployment of the next generation WeatherSTAR’s for The Weather Channel. Contact with 1500+ customers of The Weather Channel as a technical support for the Weather Channel distribution support organization. My primary responsibilities are to make and respond to all calls concerning STAR Deployment, log all requests into the call tracking system, document and detail all Site Surveys, and assist with Installation and problem resolution. Follow direction form the Distribution Technical supervisor and the Director of Local Programming Operation. Back Office tools used are Medea, SCMT, IBoss and Cherwell. In addition, use of PowerShell and Tunnel through VNC to the individual units to verify the configuration and performance. Utilize VLC, WireShark, Putty and configuration file editing tools to resolve issues with the servers operation.

As a Service Desk Technician, provided phone support for 600+ internal customers and escalated issues regarding insurance agents and field employees. Utilized DameWare remote, Bomgar representative, Citrix console and RDP to control user desktops and maintain Access' server Active Directory.Microsoft Office, Email administration and Active Directory maintenance for 500+ Win 7 desktop and laptop computers users through either in person, via Citrix, RDP, DameWare or Bomgar Remote Console sessions.Also supported in-office servers, desktops applications and 100+ field agents with Apple Ipad/Phone devices requiring administration and application problem resolution. Administer the IT departments Service Desk Tool and deliver knowledge base documentation and internal training on various processes and tools. In addition monitor/control remote Citrix environments for 50+ remote users and remote sessions for 1000+ producer officesI was involved with coaching internal users on the use of ServiceDeskPlus and with administration and reporting from this tool. Coordinate with the other support teams in Access' IT department and have delivered training on a current technology refresh program.

Provide remote support services, system troubleshooting and issue resolution to non-profit organizations primarily in the Atlanta area. Utilize RDP and other remote access technology to administer Domain and Active Directory accounts, monitor data backup and network traffic, on Laptops, Desktop and Small Business Servers and perform other system administrative functions. In addition, we assist in configuring email and other services on client's smart phones.

One of three assistant leaders for the Atlanta IT Advisory Group which meets at Roswell Town Center Chick-fil-A every Wednesday morning from 10-11AM.

As a volunteer, I utilize 25+ years of business and professional development skills to assist job seekers, many socio-economically disadvantaged, develop tools needed to gain permanent, gainful employment..Performing technology updates on multiple lab computer systems to increase their efficiency at MUST and also in the midst of a hardware refresh at my Church. Installed and currently maintaining multiple computers (desktop and notebook) on Linux(Ubuntu 10.04 LTS) and Windows (XP/Vista) connected via wired/wireless network at several locationsI also have been doing informal career coaching/mentoring/advising for 30+ fellow job seekers so far to help them maximize the benefits of social media and networking. Without a doubt, the volunteering and assisting others has been the most humbling and gratifying part of my own career search.

Technical Escalation Engineer- as subject matter expert replicated, troubleshot and debugged design, quality and compatibility issues. Delivered accurate and timely technical solutions to worldwide customer escalations mitigating business production down time and increasing customer satisfaction.*Subject Matter Expert for troubleshooting, problem definition and resolution of 500+ different customers impacting installed base of 100K+ workstations worldwide*1000+ units installed, configured and implemented by integrating multiple operating system versions of MS Windows (2K/XP/Vista), Linux(RHEL 4/5), and Unix(hp-ux 9.x/10.x/11.x).*Troubleshot, problem definition and resolution of 500+ distinct customers impacting an installed base of 100K+ workstations worldwide.*Installed 200+ different applications/custom configurations in order to duplicate the customer environment for problem replication, debugging and resolution.*Resolved or fault-isolated hundreds of component issues and documented closed loop feedback to R&D, supply chain and WGBU partners.*Facilitated multiple customer escalations simultaneously to the worldwide HP workstation installed base. *Documented and provided 25+ BIOS updates, driver releases to HP support website.

Expert Center Engineer- Founding engineer in the 3rd level support expert center communicating with the product divisions, and was Subject Matter Expert to field engineers for resolving support problems on HP workstation products worldwide. * Mentored and trained new engineers on the use of tools and resources supporting various workstation products.* Resolved or fault-isolated hundreds of component issues while working on owner solutions.* 10+ years editing and producing monthly technical newsletter for global support engineers.* Increased productivity of 100+ users as lead engineer for three workstation technology upgrades completing the projects one month ahead of schedule.* Provided technical feedback on product support plans, service manuals and multiple design reviews * Reduced lost inventory by 10% yearly through improving the asset inventory process.

Supported North American Customer Engineers and customers on HP Workstations in hardware troubleshooting and resolving down systems.Acted as asset inventory contact and member of hardware committee, which made equipment purchasing decisions for the response centerServed as product champion in the editing of technical articles and their submittal into both internal and customer s knowledge databases

On-site customer support provided for HP instrument products, computer systems and peripherals. Delivered New Product Training at an HP Division sites to Customer Engineers and Division contacts. Performed troubleshooting, repair, and testing within the customer environment.