T. Luke L. Email & Phone Number

United States

Responsible advanced technical work regarding systems operations throughout the County. Performs these dutiesunder the supervision of the Infrastructure Manager to ensure the continuity of operation in the County’s backoffice computing environment. Performs second level support on advanced technical issues involving the end usercomputing environment. Supervision is received from the Infrastructure Manager who reviews work throughobservation of work performed and periodic conferences.

Evaluates, tests, designs, and documents configurations and dependencies for all new software desktopproducts.Implements technology in accordance with change management procedures.Provides technical troubleshooting and support for the remote application connectivity environment byperforming tasks such as standardized building, scheduled changes, tuning and maintenance, analyzing anddiagnosing problems.Identifies unresolved issues and escalates to the Network Manager, following established problemmanagement and change management processes.Verifies all incidences are logged by methods such as reviewing system automated alerts for priorityassignment, logs incidents and resolves or escalates to the Network Manager.Performs performance monitoring and reporting as related to the remote connectivity environment byperforming tasks such as running vendor supplied utilities to observe and record performance and utilizationstatistics.Implements system upgrades and system tuning to ensure maximum performance and stability of remoteconnectivity environment.Develops and maintains system documentation by performing tasks such as the online creation ofstandardized documentation which describes in detail the server configuration and image standards used, inaddition to the creation and maintenance of software installation instructions.Performs a variety of duties related to software distribution by performing tasks such as packaging anddistributing platform and software updates, including operating system and infrastructure technologyapplication patches, fixes and drivers.Performs a variety of duties related to application servers by performing tasks such as configuring,optimizing and maintaining business and / or application servers.Resolves level two issues and provides technical expertise to IT staff and users.Escalates level three problems to the Network Manager.

Analyzes user problems related to desktop, network and applications and apply a full range of corrective actions. Acts as a technical resource to end users and troubleshoots, diagnoses and resolves moderately complex hardware, software and network connectivity problems, including problems not covered by established procedures.Identifies trends in the reported problem calls and implements improvements.Leads small hardware and software installation and upgrade projects and participates in large and / or complex projects with general direction. Installs operating systems by imaging and tailoring unique settings.Provides training and education to users on the use of computers, software and best practices.Creates technical documents and KBs.Develops training material and resources.Assists level 1 analysts with escalated issues.

Salisbury, North Carolina

Interviews individuals seeking assistance under the provisions of the Public Assistance, Medical Assistance, Foodand Nutrition, and Emergency County Assistance programs.Gathers data concerning family, health and financial standing; reviews family sources of income and otherfinancial resources and computes family budget.Reviews declaration forms or other application forms and verifies this information through visits to and/ortelephone calls and correspondence with local government representatives, business representatives, attorneys,physicians, dentists, neighbors and so forth.Maintains a case load and reviews all cases periodically to determine a family's or individual's continuingeligibility to receive assistance; revises budgets as changes occur in the household or in income.Regularly looks up information in the case management system NCFAST, edits and adds information in NCFAST,and uploads documents to NCFAST as appropriate for all economic services programs.May perform the work of an Income Maintenance Supervisor in their absence.Maintains a variety of records; prepares a variety of reports.

Charlotte, North Carolina Area

Transitional position where job duties were to test, refurbish, and resale a wide variety of electronic products. I was the lead Cisco technician and created a script to automatically delete all user files and reset Cisco routers to increase productivity.

Supported 10 to 40 employees in a warehouse environment. Duties included helping resolve software issues with management to operating heavy equipment for production workers.

Shrewsbury, Nj

Duties included installing large amounts of systems on multiple floors. Time management was of high priority. These places were large commercial buildings, law offices, or restaurants in Charlotte and surrounding areas.

Salisbury, Nc

Duties included documenting and working on multiple computers at one time. Interviewing customers to determine problems they are having. Training customers to use different applications. Traveling to businesses around Salisbury to either repair, service, or train. Investigating problems and having excellent phone customer service was a must.

Greensboro/Winston-Salem, North Carolina Area

Duties included helping customers with catalog orders. Answering all calls for the store and directing calls. Helping customers with issues they may be having in the store. Maintaining a level head in a chaotic retail profession.

Concord, Nc

Duties included helping customers with catalog orders. Answering all calls for the store and directing calls. Helping customers with issues they may be having in the store. Maintaining a level head in a chaotic retail profession.

Associate Of Arts - Aa

Business Administration And Management, General