Gary Feddersen Email & Phone Number

Charlotte, North Carolina, United States

Dayton, Oh

Welsey Chapel, Nc

● Designed and implemented a Wireless LAN network for a client using Hawking Technologies routers and access points that now delivers wireless internet to three other buildings and outdoor area without having to bury any cables.● Performed hardware repairs, replacements, and upgrades that consisted of techniques that saved the client hundreds of dollars like motherboard baking and reballing.● Utilized LogMeIn Rescue for remote support, custom script deployment, Patch Management, Pc Optimization and Virus Eradication. If remote support was not an option, equipment was picked up and repaired at shop.● Installed, configured, and maintained a Virtual Private CentOS 6 Web and Email Server.● Setup and maintained email accounts using Postfix/Courier IMAP for web clients.● Configured Apache 2, PHP, MySQL, and Pure-FTPD services on clients' accounts to requested specification if security is not put at risk.

Charlotte, North Carolina Area

Systems Integration Senior Advisor, 2010 – 2012Technical Support Manager II, 2007 – 2010Solution Center Supervisor, 2005 – 2007Technical Support Analyst I & II, 2002 – 2005● Hand-picked by the Senior Director of Customer Operations for promotion to Solution Center Supervisor that required relocation to west coast corporate office increasing first call resolution (FCR) rate by 21% through hands on leadership and extensive retraining earning a monetary award for dramatic improvement.● Launched team customer survey competition that increased survey response rate by 76% and increased morale and fostered team work.● Awarded Certificate of Excellence for restoring client confidence by providing on-site training and demonstrating upgrade improvements. An up-sell was achieved, adding over $500K to a 3 year contract.● Managed high performing teams of up to 31 Technical Support Analysts I and II as evidenced by continuously exceeding Service Level Agreements (SLAs).● Represented help desk as key stakeholder tasked with vendor selection to migrate Avaya to a cloud-based solution successfully meeting all goals; cost effective, intuitive reporting, real time ACD routing, on the fly IVR changes, portability and zero customer impact during migration.● Won a Q1 Spot Award after inheriting project in renewal jeopardy due to complex issues. Exercising client relations and technical skills, regained confidence of Fortune 500 client saving a $1M contract. ● Conducted client onboarding and discovery meetings to gather company policies and developed client knowledge base articles to ensure proper procedure is performed to customer satisfaction.● Monitored and reported daily on all analysts’ phone statistics and status of all SLAs to executive management.● Trained over 200 clients and employees on SAAS Software, client specific policies, common technical issues, soft skills, and telecom usage.

Charlotte, North Carolina

● Secured a Mentor position immediately after training, due to Apple trainers’ recommendations.● Supported all iMacs, G3 and G4 systems that included support for OS 9.04 and OS X along with iTunes and iMovie.● Promoted to Lead Quality Control and assembled a team that increase customer satisfaction by 39%.● Developed an Access Database for Quality Control to input data from phone monitoring.

Raf Mindenhall, Uk And Mcguire Afb, Nj

● First Airman in United States Air Forces in Europe to be awarded the Certificate of Achievement for continued excellence in the quality assurance program, issued by the Commander of 100th Operations Group.● Repaired hydraulic and pneumatic systems and the Air Refueling Boom on KC-135 and KC-10 Air Craft.● Command Post liaison between the flight crews and the maintenance crews to ensure all work was getting done in a reasonable time and all issues were tracked.● While in USAF Technical School, Promoted to Student Leader, in charge of over 30 airman in squadron.

Bachelor Of Science In Information Technology, Management Information Systems

Studied various IT specific management skills that included Project Management and Conflict Resolution.

Computer Programming

GPA 4.0 Valedictorian Studied ILE RPG/400, AS/400, C, VB, HTML, CGI, JavaScript, SQL, Java, and Client/Server Apps Development.