Lloyd Fraser Email & Phone Number

New York City Metropolitan Area

Provide technical assistance and helpdesk support for incoming issues related to computer systems, software, and hardwareCorrectly track incidents and calls, including but not limited to entering data into database timely and accurately.Deploy equipment for new employees, own shipping and logisticsCreate, add, and modify accounts and services across our various platforms.Deploy hardware/software updates on laptopsMaintain performance of computer systemsTrain employees on various IT systems and solutionsInstall, modify, and repair computer hardware and softwareResolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systemsResolve technical problems with technological assets in office, including printers, multi-function units, projects, TVs and conferencing equipment

Hicksville, New York, United States

Field incoming help requests from end users via both telephone and work orders in a courteous manner.Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.Build rapport and elicit problem details from help desk customers.Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.Apply diagnostic utilities to aid in troubleshooting.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the organization.Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

Greater New York City Area

The Technical Support Engineer provides engineering advice to the Amtrak maintenance workforce in order to enhance equipment reliability of the Siemens ACS-64 electric locomotive fleet. This includes advice on: routine maintenance, restoration and resolution to equipment failures, semi-complex equipment installation, and modifications and repairs.Provide engineering advice to the Amtrak maintenance workforce in order to enhance equipmentreliability of the Siemens ACS-64 electric locomotive fleet. This includes advice on routine maintenance,restoration and resolution to equipment failures, semi-complex equipment installation, andmodifications and repairs.Assist with running maintenance on a fleet of locomotives, maintenance instructions from ComputerMaintenanceManagement System (CMMS)Assist with unscheduled repairs on locomotives including Mechanical repairs, Electrical repairs, highlycomplex technical and troubleshooting repairs on locomotivesVerify that all defects, tasks, and /or incidents have been reported and documented in (CMMS) forcompliance, issue tracking, and closureProvide first-line technical assistance to operations staff for troubleshooting and repair of locomotivesMaintain compliance to all applicable safety rules, laws, and regulationsAlways ensure highest quality standards are met in accordance with Siemens Rail Systems

Greater New York City Area

● Handle incoming helpdesk phone calls and email, ensuring appropriate prioritization and escalation of tasks and courteous, timely, and effective resolution of support issues● Troubleshoot desktop and internal/production server technical issues using personal skills, knowledge base, vendor literature, and communication with other team members● Troubleshoot/resolve network connectivity and performance issues● Install and configure Windows client systems (including hardware, software, applications, communications, printers, and peripherals) in a networked environment.● Perform scheduled/unscheduled configuration changes, software and hardware upgrades, and other fixes to remote and/or local machines in order to maintain a safe and secure network to minimize O/S vulnerabilities and virus outbreaks● Analyze trends and perform research, system monitoring, and test fixes to ensure effective problem resolution● Perform post-resolution follow-ups to help requests to ensure end-user satisfaction● Create and maintain documentation for systems and procedures related to primary job responsibilities, including maintaining incident, setup/configuration, and knowledge databases● Maintain and train others in compliance with company technical standards● Receive purchased items and RMA defective items● Perform hardware and software asset tracking

Cranford, New Jersey

Answer inbound calls from customers, internal and external, regarding any trouble or service issue they might be experiencing.Perform trouble shooting on Paetec data network. Login to MUX’s and DAC’s to locate, test & troubleshoot DS1 TDM circuits. Correct deficiencies brought up during customer discussions. This includes testing basic data including ip verification and email. Work effectively with vendors and dealers to resolve customer service issues.

Greater Atlanta Area

Identify, troubleshoot, and analyze computer related issues. Determine appropriate course of action, and conduct repairs, and upgrade internal components and peripherals as needed. Provided first-level computer support to IBM business customers.Assisted customers to create and restore system backups.Troubleshoot remotely with customer issues related to software or hardware.Worked closely and effectively with vendors to replace/repair defective hardware.

Alpharetta, Ga

Promoted to Team Lead Agent in <6 months, with responsibility for escalated calls. Interact with the PMO group in order to provide status update on outages/escalated tickets in a timely manner. Answered all customer queries and provided first level technical support in accordance to the contract.Resolved >200 escalated issues/month collaborating with Tier 2 support and vendors.Trained new hires.Served on team responsible for developing and maintaining account methods and procedures documentation that served as foundation for ISO 9000 application.Key team member is clearing up $1 million of billing back logs. Skills: Enhanced team-orientation, dealing with ambiguity, strategic problem solving, delivering customer satisfaction and time management.

Set-up test lab and ran functional testing; communicated results to all levels and areas.Halved qualification time by transitioning customers to a standard product testing process. Configured routers for IP, various frame relay, and routing protocols over various LAN, WAN and synchronous facilities. Gathered troubleshooting information, handled problem escalation and problem resolution that lead to exceptional levels of levels of customer satisfaction.Documented all troubleshoot requests of the customer using common tools. Assisted the customer by performing work at the site. Skills: Determination (to produce quality work), time management, conflict resolution and managerial meeting procedures.

B.S, Telecommunications Engineering Technology; Science And Technology

Mba; Pmp, Project Management Concentration