Neil Macleod Email & Phone Number

Virginia Beach, Va, Us

Hampton Roads, Va, Us

Philadelphia, Pa, Us

Responsible for 300+ users (local & field) to include virus/malware removal, application faults, S/W & H/W updates and replacements, reimaging and setup of new machines (approx. 60 tickets/wk). Daily backups for 1.5TB+of data using HP Data Protector. Work with corporate helpdesk, level 3 support to resolve local user issues. User Maintenance on Active Directory, email maintenance on Exchange Sever. Using Service-Now Ticket application, ensure that all tickets are handled w/in SLA’s, approx 20 tickets per day. Assist users with Citrix and Cisco Any Connect VPN. Additionally responsible for Notes database; administering web-based employee DB (SAP back end), correcting approx 40 records/day.

Virginia Beach, Va, Us

Senior member of team performing refresh of over 66,000 PC’s for State of VA; installing new systems to ensure complete customers satisfaction to include business applications, customized software, full network access right and usability. The desktop refresh team is responsible for refreshing all of the desktop, laptop and tablet devices at over 2,900 sites across the Commonwealth. Perform diagnosis and repair work on PC’s and laptops. Perform repairs, installation of parts, diagnose issues, resulting in sales of over $3500/month in parts & new systems. Coordinate with helpdesk, sales and other Techs to obtain resolution to any customer issues while onsite at customer locations. Install and troubleshoot PC hardware, software, PC operating systems and other applications including MS Office suite, antivirus, etc. Possess basic knowledge of LANs and assess and resolve basic network connectivity issues for customers.

Hampton Roads, Va, Us

Worked on field inventory of desktop hardware for Sentara Healthcare to total over 15,000 devices. Duties involved: s/w upgrades to pc’s; working with application support to ensure hardware is installed and running correctly; coordinated with Desktop Support that correct entries were made to each machine’s registry. Perform work for Sentara Healthcare on their Help Desk during a major conversion from legacy email system to new system. Assisting Customers with gaining access to new systems and locating old emails on the network.

Round Rock, Texas, Us

Primary liaison for customer service technicians, field engineers, and end-users for worldwide customer base of over 20,000. Front line member of a 50 person worldwide team responsible for resolving over 5000 customer calls a month with a 98.8% customer satisfaction rate. Experienced in troubleshooting CLARiiON servers; both on a hardware and software level. Coordinate with field engineers and Level 2 support personnel resolvingcustomer issues. Responsible for the training and mentoring of new team members.

Deliver technical presentations, demonstrations, and proof of concept to educate customer and establish value of Salesnet process. Identify and assess technical concerns and requirements of client to understand and develop successful strategy to implement winning solutions. Communicate client request and feedback to Development and Quality Assurance teams to enable continuous improvement of Salesnet web-based Sales Force Automation/CRM product. Manage account base of 80 companies with approximately 850 end-users. Assist companies with realizing provable return on investment and renegotiate user contracts. Provide both classroom and laboratorytraining to new and existing customers.

Comptia Healthcare It Technician

Vmware 5.0