Kristopher Edwards Email & Phone Number

Houston, Texas, United States

Houston, Texas

• Fields support calls, chat, email, and other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns• Work closely with customers to troubleshoot and resolve requests or problems associated with hardware, software, and network access• Monitor the status of open calls and act as the customer’s advocate to ensure requests are resolved promptly• Manage elements of the local area network (LAN) such as users, groups and disk space via a suite of administration tools• Conduct Computing training classes for new employees• Maintain logs and records of Help Desk calls per established procedure• Document problem resolutions to build an internal Knowledgebase per established procedures• Setup & configure workstations, monitors, printers and other IT-related systems per our established standards• Proactively identify and complete projects that add value to the department and our customers• Participate in the after-hours coverage on-call schedule and provide coverage• Perform other duties and activities as assigned, or as responsibilities dictate

• Provide on-demand, in-home tech support services. Including Data Backup (Mac and Windows machines), Wi-Fi Solutions, TV Mounting, Smart TV Setup, Virus removal/protection setup, iOS/Android training, and PC/Mac support• Install and wire networking cabinets for custom home internet solutions (switches, WAPs, routers, fiber optic cabling, etc.)• Setup in-home offices with sit/stand desks, monitor arms, cable management, printer installations, VoIP phones, Meraki setups, etc.• Work with the client to develop in-home Wi-Fi solutions and troubleshoot connectivity issues. Including configuring and installing Cisco/Netgear routers and switches, WAPs (such as Netgear Nighthawks) to extend the signal throughout the home via Wi-Fi, and hardwired connections (via RJ45 wall plates installations and Powerline Network Adapters)• Perform firmware updates for printers, Wi-Fi setups, mobile devices, computers• Install and troubleshoot Mac and Windows support (Office 365, Skype, Box, Dropbox, Browser Support, Evernote, etc.)• Install and setup security cameras, Smart Thermostats, and Video Doorbells for custom home security solutions. Including connecting the devices to existing Wi-Fi network and initial setup, install and setup mobile app, and train client on how to use the app and equipment• Provide custom Home Theatre installation and cabling for surround sound systems. Including configuring and training clients for Alexa smart systems, Sonos, Bose, and other wireless systems• Provide assistance with setting up new iPhones, Android phones/tablets, iPads, Mac computers, Windows computers. Including connecting the device to Wi-Fi, setting up email accounts, demonstrating how to install new apps/software, and how to maximize battery life• Troubleshoot and resolve speed and performance issues for Mac and Windows computers. Including performing system cleanups and defragmentation, removing unnecessary programs and system files, and physical hardware cleanup or replacement

• Worked directly with external customers demonstrating sense of urgency and exceptional courtesy• Installed, serviced, and troubleshot Fiber Optic Network Systems for businesses and consumers• Laid Fiber Optic lines, made Fiber Connections, and splice points• Programmed, updated, and activated Optical Network Terminals• Configured firewall settings to establish a LAN for businesses and consumers. Included assigning Static IP Addresses to communicate with local and remote clients (switches, computers, printers, servers, etc.)• Terminate various types of fiber optic connectors• Interpret drawings, plans, and specifications• Install/Maintain/Troubleshoot LANs/WANs and data communications equipment• Run cables for building or racking of equipment or other cabling services• Create cable run lists and cable schematics to effectively connect the services• Install cabling from transport/wiring closets to the customer access outlet• Install cabling both under floor and above the ceiling in cable trays, troughs, wiring baskets, harnesses, and J hooks• Assist in the design of cable transmission media, machine rooms, transport closets, and points-of-presence• Field terminate cabling utilizing multiple types of connectors technical techniques• Install backbone/vertical, underground, and outdoor cabling• Field test cabling for performance specifications• Provide cable labeling and configuration documentation• Interpret the job plan and scope of work as well as perform retrofits and upgrades for existing infrastructure• Make recommendations based on applicable codes, standards, and best practices

• Installed Mac and Windows operating systems, hardware (laptops, desktops, printers, hard drives, video cards, etc.), and peripherals on company computers• Demonstrated strong skills in hardware setup, troubleshooting, diagnosing hardware failure, and the ability to reseat, repair, or replace components. Included DIMMs, storage media and drives, video cards, fans, etc.• Relocate laptops and desktops to new work station areas as needed. Included setting up new monitors• Perform basic network troubleshooting, including understanding DNS and TCP/IP as it impacts hardware deployment• Patched networking cables for servers, switches, WAPs, routers, and other various IDF closet equipment• Served as primary onsite support for Mac and Windows applications (MS Office, Skype (Lync), Pro Tools)

• Managed and completed re-wiring the entire Sound System setup at the House of Deréon• Served as the Lead Audio Engineer for the live weekly televised I.C.E. Artist Showcase shows at the House of Deréon for Matthew Knowles• Handled multiple tasks and projects simultaneously during live shows and day-to-day operations• Responsible for operating the Mixer Board for volume control of microphones and live instruments, and recording devices• Integrated a Mac laptop into the Mixer Board setup to control music and lights during live performances• Performed the set up and break down of live band and event equipment (speakers, amplifiers, XLR cords, microphones, mixers, live music instruments, stands, etc.)• Performed the cabling for live stage performances• Maintained and repaired Audio Equipment (speakers, amplifiers, microphones, mixers, stands, etc.)• Assisted with Production throughout the house as needed• Performed sound checks with featured artists prior to live performances

Prairie View A&M University

• Served as the primary onsite point of contact for Mac support for Prairie View University (hardware, applications, etc.), giving our department a competitive advantage• Regularly commended for having a high-level of patience and people skills• Rapidly established a good working relationship with University Personnel and students by providing timely and reliable technical issue resolution• Effectively communicated complexed hardware and software issues to end-users and executive management. Accomplished by listening carefully to the end-user, asking appropriate questions, and interacting confidently with the end-user to nail down what the problem is and explain the solution• Provided training to end-users for Mac/Windows software, iPhones, Android phones, iPad/Android tablets, printers, and etc.• Installed and configured computer operating systems (Mac OS 10.5+, Windows XP – Windows 8.1), applications, and hardware (video cards, hard drives, RAM, etc.) for Mac and Windows desktops/laptops• Talked University Personnel or students through a series of actions, either face-to-face or over the phone, to help set up systems or resolve technical issues• Troubleshot system and network problems, diagnosed and solved hardware or software issues• Replaced desktops/laptops as needed to optimize performance of University Personnel and students using computer equipment in the labs throughout the campus• Tested and evaluated new technology. Included providing recommendations regarding new technologies and the replacement of end-of-life technologies to better support the University• Prioritized multiple high-level opened cases at a time• Installed and ran cables for new or replacement servers (HP/Dell), routers, switches (Cisco), WAPs, UPSs, etc. for various LAN rack setups throughout the campus