Frank Goad Email & Phone Number

St Louis, Missouri, United States

In house - Small business On site support for anything electronics related

Greater St. Louis

United States

• Serve as an escalation point for Level 1 and Level 2 Service Desk Specialists• Automate deployment of new software and software updates• Implement policies using Group Policy Objects and other management tools• Document servers and technology infrastructure including creation and upkeep of network diagrams• Install and configure servers and network equipment including switches, firewalls and physical server hardware• Document technical procedures for clients and fellow technical staff members• Participate in after-hours upgrades, troubleshooting, and/or on-call availability as needed• Execute small projects including server deployments, software upgrades and network improvements• Assist with monthly reports and recommendations for Managed Services Clients• Interface with third party vendors as liaison between client and vendor

United States

• Serve as an escalation point for Level 1 and Level 2 On-Site Specialists• Supervise 3 techs and dispatch across the district to assist in issues that could not be solved remotely• Configured and deployed an SCCM server for deployment of software and updates to the entire district• Deploy 1,000 plus Google Chromebooks• Research and deploy Smart Whiteboards and Virtual Reality classroom tools• Install and troubleshooting various Projectors throughout the district• Assist with the installation of a new PA system in the High School gym which included a separate network, VLANs and router configuration• Worked directly with the Superintendent and IT Director to assist in suggestions and deployment of new IT infrastructure across the district

Hanley

• Perform as a subject-matter expert for the Wired Vertical, guiding the team in knowledge and troubleshooting techniques and establishing best practices.• Resolves and documents technical support issues through configuration changes for supported products, hardware troubleshooting, etc. • Creates knowledge base documents to show lessons learned and assist colleagues in troubleshooting further issues.• Assist team members in troubleshooting and resolution of issues through a monitored chat program.• Create, monitor, modify and close trouble tickets for all customer calls. Track status of all calls from inception to resolution.

Watson Road

• Provide Tier 2 and Tier 3 support for all escalated issues• Travel on site to clients locations to address all needs that could not be resolved remotely• Sole support for all Macintosh related issues• Maintain an alert system called NCentral for all Managed Services Clients’ servers to provide needed maintenance and minimize unnecessary downtime. Provide remote maintenance and administration to all client servers.• Document all calls, tickets, remote sessions and resolutions in ConnectWise and record solutions in a Knowledgebase. Problems are reported and tracked for timely resolution.• Troubleshoot and provide support for all versions of Outlook, Exchange Server, Active Directory and all customer specific software, for 100+ clients. Provide troubleshooting and maintenance for Macintosh and all Windows based Operating Systems.• Remotely support all peripherals and experience in troubleshooting and maintaining ShoreTel VOIP phone systems.• Manage and configure Backup Executive System Recovery for approx. 25 Managed Services Clients.• Manually configure Sonicwall Routers, both Hardware and Software, including VPN, firewall, port forwarding and monitor internal system logs.• Complete monthly maintenance tasks to prevent network issues and unneeded downtime• Quote workstations to meet clients’ requirements by using Dell Premier and Quosal. Provide remote setup after purchase and delivery.• Provide training to all new Support Analysts by discussing detailed SOP’s and internal software, monitoring customer interactions and supervising and critiquing problem solving techniques.

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, computer peripherals, and tablets• Documents, maintains, upgrades or replaces hardware and software systems• Supports and maintains user account information including rights, security and systems groups• Identifies, analyzes, and repairs product failures, orders and replaces parts as needed.• Research need requirements for new system orders and implement new equipment when received. • Record all calls or tickets and provided documented and timely solutions in Remedy.• Provide full PC and Print setup and administration through Active Directory• Troubleshoot Email issues and provide email support using GroupWise• Manage and update full knowledge base for all technical issues past and present

Associate'S Degree, Information Technology, 3.6

Activities and Societies: Student Ambassador Program Teachers Aid Member of Phi Theta Kappa

Information Technology