Kevin Craig Email & Phone Number

Irving, Texas, Us

Provides second-level support in the corporate office for about 800 local and remote users in an enterprise environment. Supports a Dell environment. Operating system is primarily Windows 10. Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals. Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures • Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements in ServiceNOW• Images and deploys laptops for new users and refreshes• Assists with planning and implementing projects such as: building and supporting 40+ Skype/Teams conference rooms; rebuilding over 600 workstations into an open office configuration; refreshing the laptops for 700+ users through the US to the latest image (including data transfer); integrating asset management through SCCM into ServiceNOW

Provides second level support for the corporate office of a 35,000-user enterprise environment. Supports a primarily Dell environment with some Macs and Surfaces. Operating systems used are Windows 7, 10, and OS X High Sierra. Also maintains other peripherals (monitors, scanners, and printers).• Provides cost savings for the corporation by using knowledge and experience through quick resolution of incidents • Images and deploys laptops for new users and refreshes• Handles incidents and asset management within ServiceNOW

Southlake, Texas, Us

Managed users and provided second level support within a 10,000-user enterprise environment. Supported laptops (HP, Dell, and Surface), operating systems (Windows 7 and 10, OS X), networking (Cisco switches, routers, and WAPs), and printers (HP).• Increased customer satisfaction and turnaround time on laptops by developing and implementing new onboard and offboard processes• Decreased problem resolution time and allowed for easier maintenance of support by authoring and documenting processes in the knowledge base• Provided cost savings by converting the company to use VOIP through the Jabber migration project• Created and maintained presentation for orientation introducing the Sabre IT environment to new employees

Dallas, Tx, Us

Managed users and provided second and third-level support for 5000+ users in the field at over 600 locations throughout North America. Administered groups and users within Active Directory and supported servers (HP), networking (Cisco switches and WAPS), and printers (Konica Minolta and HP).• Reduced escalations by authoring documentation within the knowledge base to guide first-level representatives through proper troubleshooting steps• Maintained connectivity and business functions during outages by connecting and managing the APC UPSs throughout the remote sites• Optimized server storage utilization by relocating or removing unused company data from user home directories

Atlanta, Georgia, Us

Provided the initial point of contact for technical problems. Administered technical assistance in operation and support of infrastructure systems, including LAN support, systems administration, hardware, software, and operating systems, along with the proprietary NCR Aloha POS software.• Reduced downtime through technical expertise in resolving issues to satisfaction

Atlanta, Ga, Us

Managed users and provided second-level support for 5000 users in an enterprise environment. Administered groups and users within Active Directory and supported laptops (Dell and Surface), networking (Cisco, Verizon and AT&T air cards), and printers (Ricoh and HP).• Increased productivity and efficiency through network redesign and deployment of new networking equipment

• Upgrade and repair a variety of PCs and laptops in a retail environment. • Provide hardware and software support and service on a daily basis, including working heavily with operating systems and virus removal. • Software product knowledge heavily included installation and troubleshooting of Windows XP, Vista, 7, and Norton products. (This was a part-time position)

Atlanta, Georgia, Us

• Provide first-level support for over 70,000 users in an enterprise environment. • Maintain high level of customer service while ensuring problems are resolved without escalation and in a timely manner. • Software product knowledge includes Microsoft Outlook 2003, Windows XP, and HP Service Desk. • Hardware devices supported include Compaq workstations, IBM laptops, and HP printers such as the Laserjet 2430 and Officejet 7410.

• Provide all lines of technical support for 26 automotive repair shops in the Houston and Dallas areas. • Build and manage both equipment and inventory to ensure optimal operations of each store, and deploy both workstations and laptops where needed. • Design and support a wide-area network to allow for better enterprise management of POS transactions and inventory. • Hardware used included non-standardized computers, Dell Inspiron laptops, HP Officejet 4M and 6110 printers, and various routers and hubs. Software included Windows 2000 Server, Windows XP, Mitchell1 (POS and repair software for the automotive industry), and Microsoft Office 2003.

Overland Park, Kansas, Us

Provide billing support to customers that use Sprint’s data services. Ensure the invoice is billing as per the contract, and take steps to resolve discrepancies and issue credit where needed, requiring ability to create and edit detailed spreadsheets within Microsoft Excel. Provide a link between different departments such as ordering, sales, and implementation to bring all problems to resolution.

Dearborn, Michigan, Us

Support Ford Credit customers with their billing inquiries, and utilize customer service skills to resolve problems to the customer’s satisfaction. Perform in-depth analysis of customer’s credit history to assist dealers and collections.

Cork, Ie

Design, implement, and support networks for a variety of small and medium-sized businesses. Work includes developing hardware networking solutions using Cisco 67x and 2600 series routers, Netopia 3100 and 9100 series routers, and a variety of switches and hubs, along with recommending and installing NT 4.0 and Win2000 servers and workstations. Installed and supported Exchange 5.5 and MS SQL 7.0. Operating systems used include Windows NT 4.0, 2000, 95, 98, and ME.

Irving, Texas, Us

Supported 600-user LAN for corporate users and call center, assisting in the design and implementation of the upgrade from a Windows NT 4.0 network to Windows 2000 using TCP/IP. Deployed Windows 2000 Professional, Server, and Advanced server; performed troubleshooting and repair of Compaq Proliant servers, Compaq AP series workstations, and Compaq Deskpro EN and 4000 series desktops; responsible for installation and support of Norton AV 7.0 for both server and clients. Other software packages used included MS Office 2000, Seagate BackupExec 8.0, MS Exchange 5.5, MS SQL 7.0, Oracle 6.3, and MS SMS 2.0.

Monitor and troubleshoot routers, hubs, servers, and other device from multiple clients in a mixed networking hardware environment using TCP/IP, Tivoli, and TME 10 NetView. Coordinate activities with clients utilizing communication skills and procedures set forth by level 3 personnel.

Birmingham, Alabama, Us

Designed and implemented network on 500-user LAN for United States Army, migrating usersfrom a Novell 4.1 network with Windows 3.x and Windows 95 to a Windows NT 4.0-based network using pure TCP/IP running under DHCP with a WINS server. Responsibilities include deployment and maintenance of Windows NT 4.0 workstations, administration of the domain, installation of HP LaserJet printers, e-mail administration, ensuring servers are backed up properly, hardware troubleshooting, and general user support. Software packages used included cc:Mail 6.03, MS Office ’97, Cheyenne ArcServe 6.0, MS Outlook, and DynaComm 7.0.

Positions held while on contract included duties such as troubleshooting connectivity in a LAN/WAN environment, resolving hardware issues, and documentation of standards for installs of Windows ’95 and NT 4.0 Workstation. Also provided user-level administration of a Novell 3.12 network that was in the process of migrating to Windows NT 4.0. Both 400-user environments used Windows ’95 as its operating system platform. Worked extensively with hardware, including IDE CD-ROM drives, IDE & SCSI hard drives, Hewlett-Packard printers, and Toshiba laptops. Software packages used include Shiva Dialer for Windows ’95, MS Office Professional ’97, PC-NFSpro 2.0, and Hummingbird Maestro 6.0.1.

Supported approximately 1000 users in a LAN environment using multiple operating systems such as MS-DOS 6.22/Windows 3.11, Windows ’95, Windows NT, and OS/2. Assisted in administration of multiple Novell Netware 4.1 servers. Modified and documented standards for the Windows ’95 operating system within the entire environment, utilizing policies on Novell Netware 4.1 servers and implementing automated installs for the operating system and multiple software packages used within the company, such as MS Office ’95 and McAfee ViruScan. Installed hardware on workstations such as network adapter cards, IDE & SCSI hard drives, and CD-ROM drives.

Greenwood Village, Colorado, Us

Responsibilities included training new agents in customer service skills along with instruction in specific technical areas needed to support an online service as a technical support representative, allowing agents to easily guide customers through the Windows ’95 interface for problem-solving.

Randolph Afb, Tx, Us

Programmed in COBOL and Unisys proprietary MAPPER database language