Royal Gudgen Email & Phone Number

Jonesboro, Georgia, United States

Resolve IT application-related incidents, service requests, and problems in a timely and efficient manner. Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain IT applications, and to investigate and resolve IT application-related incidents. Provide timely communication to users on the status of their service requests and incidents. Liaise with vendors to ensure application-related incidents and problems are resolved in a timely and professional manner. Support application testing, validation, and verification of the system in support of the implementation of new application releases/upgrades. Train and support end users on the use of new features and functionality within the system. Create, design, and maintain course curriculum and support resources for technology applications (i.e. user manuals, quick reference guides and training videos).

Jonesboro, Georgia

Support all teachers and staff with technology related issues remotely and in person. Setup new laptop distributions for teachers and staff. Remotely install software for clients on laptops and desktops.Deployed computer images using SCCM software.Remotely remove viruses for clients on laptops and desktops. Remotely Install printers on clients laptops and desktops.Troubleshoot network problems over the phone with clients. Help Technical Support Technician III's with special projects.Create, update, escalate and close tickets previously in Dell Kace K1000 ticketing system and currently in Incident IQ ticketing system.Monitor tickets, deliver equipment, and provide internal escalated support to on-site technicians at school locations.Helped facilitate designated school personnel to prepare, organize, submit, and then schedule for technology surplus to be discarded.

Lower Library In The University Center

Provides telephone, email, and remote support to prospective CSU students, current students, staff and faculty.Tier 1 and 2 support; responsible for escalating to tier 2 and 3 support teams.Provide a central point of contact for prospective CSU students, current students, staff and faculty in need of assistance with computer related tasks.Scheduling faculty laptop distribution.Troubleshoot and repair issues for student notebook computers and CSU owned notebook computers and desktops by phone and remote access.Document and track all requests for serviceProvide technical support and procedural information for Network access, campus printing, CSU E-mail accounts.Provide support for removing viruses.Assist/instruct staff and faculty in backing up non copyrighted data.

Hub Service Counter

Provides support to students, staff, and faculty.Tier 1 and 2 support; responsible for escalating to tier 2 and 3 support teams.Responsible for all hardware installations and repairs.Troubleshoot and warranty repair issues for machines purchased through preferred vendors.Troubleshoot and repair out-of- warranty issues for student machines. With parts purchased by the student.Troubleshoot and repair issues for CSU owned notebook computers.Provide a central point of contact for students in need of assistance with computer related tasks.Wireless setupDocument and track all requests for serviceRelay to students pertinent information and issues.Provide technical support and procedural information for Network access, campus printing, CSU E-mail accounts, and FTP(File Transfer Protocol ) process for CSU course related materials.Provide assistance with passwords. ( DUCK, SWAN and GeorgiaVIEW )Provide support for removing viruses.Assist/instruct students in backing up non copyrighted data.Faculty laptop distribution.To provide all HUB Technology services when that location is closed.

Lower Library In The University Center

Provides desktop support to staff and faculty.Tier 2 support; responsible for escalating to tier 3 support team.Responsible for all hardware installations and repairs on CSU owned notebook computers and desktops.Troubleshoot and repair issues for CSU owned notebook computers and desktops.Document and track all requests for serviceProvide technical support and procedural information for Network access, campus printing, CSU E-mail accounts.Provide support for removing viruses.Assist/instruct staff and faculty in backing up non copyrighted data.Departmental equipment setup.Special campus projects

Lower Library In The University Center

Previously a Lead Analyst in this location.I make sure that all new employees understand policy and procedures. As a Lead Analyst I train new employees to do all the below:Provide support to student clients only.Tier 1 support; responsible for escalating to tier 2 support teams.Responsible for all software installations and repairs.Provide individual and group assistance with computer and software usage. Including in-class workshops.Provide a central point of contact for students in need of assistance with computer related tasks.Document and track all requests for serviceRelay to students pertinent information and issues.Wireless setupProvide technical support and procedural information for campus printing, CSU E-mail accounts, and FTP process for CSU course related materials.Provide assistance with passwords. ( DUCK, SWAN and GeorgiaVIEW )Provide support for removing viruses.Assist/instruct students in backing up non copyrighted data.

Forest Park

Assist with Network designAssist with Security identificationRemove viruses for clientsProvide PC Repair for clientsAssist with wireless network design and setup Assist with network wiring Assist with software training for clientsSell customized computer products to clients

Forest Park, Ga

Assist with Network designAssist with Security identificationRemove viruses for clientsProvide PC Repair for clientsAssist with wireless network design and setup Assist with network wiring Assist with software training for clientsSell customized computer products to clients

Took the dishes back from under the counter to the dish roomCleaned customer dishes after they were finished eatingTook out the trash periodicallyCleaned he floors in the kitchen and dish roomPicked up trash and swept the parking lotCut lemons so the front counter staff can make lemonadeCleaned the dish room at the end of the night before clocking out and putting everything awayAlso restocked food supplies in the store from our storage unit once we ran out

Associate Of Applied Science, Information Technology, 3.18 Gpa

Activities and Societies: Previously worked for the The HUB. Best thing I loved about Clayton State University.

High School Diploma, High School Diploma

Activities and Societies: Technology Student Association, Work-Based Learning.