Zachary T. Davis Email & Phone Number

Curtis Bay, Md

• Provide first-level troubleshooting and technical support for hardware and software issues, minimizing downtime and delivering timely solutions to enhance client satisfaction.• Utilize ConnectWise Manage for efficient case tracking and ticket management, ensuring clear communication and thorough follow-up on client support requests.• Perform remote support through ConnectWise Automate, diagnosing and resolving issues across client systems to maintain consistent performance and uptime.• Coordinate with vendors and service providers through Service Channel, managing escalations and external support to streamline issue resolution.• Support digital signage systems using Broadsign and NovaLCT, enhancing clients' visual communications and ensuring reliable display operations.• Document support processes and contribute to a knowledge base for internal and client use, helping to improve team efficiency and reduce handling times.• Prepare and compile weekly reports on service trends using Microsoft Office Suite, identifying patterns to proactively address recurring issues.• Conduct on-site troubleshooting as needed, completing service calls within a week in most cases to meet client expectations and ensure timely solutions.• Regularly assess and improve processes based on incident patterns, working to enhance response strategies and streamline support operations.

Baltimore, Maryland, United States

• Provide technical support to end-users and educational institutions for Follett’s software products,ensuring prompt and effective issue resolution.• Demonstrate expertise in troubleshooting software and hardware issues, guiding users throughproblem-solving steps, and delivering exceptional customer service.• Collaborate closely with cross-functional teams, including software developers and productmanagers, to escalate and resolve complex technical issues, contributing to product improvement andcustomer satisfaction.• Utilize ticketing systems to document and track customer support requests, maintaining accuraterecords of issues and solutions provided.• Play a key role in maintaining product knowledge, staying up-to-date with software updates andenhancements, and sharing this knowledge with colleagues and customers.• Assist in the testing and quality assurance of new software releases, identifying and reporting bugsand issues to improve product reliability.• Act as a liaison between customers and the development team, conveying user feedback and featurerequests to inform product development roadmaps.

Woodbine, Maryland, United States

• Deliver exceptional technical support to colleagues, troubleshooting software and hardware issues,and providing timely resolutions.• Proactively seek and implement technological advancements and solutions to enhance organizationalefficiency and productivity.• Configure and maintain the local area network (LAN), including router configuration, cabling, IPaddress management.• Utilize Windows Active Directory to configure and maintain user accounts, security groups, andgroup policies, ensuring a secure and efficient network environment.• Take ownership of office supplies procurement, specifically technology-related products, such askeyboards and other equipment, ensuring smooth workflow and optimal functionality.• Maintain meticulous documentation of network configuration changes and infrastructure updates,ensuring a comprehensive record of all modifications.• Conduct informative training sessions for colleagues on newly implemented software products,including Windows Active Directory, ensuring a smooth transition and efficient utilization.• Utilize Remote Desktop Protocol (RDP) to provide remote assistance and support, effectivelyresolving technical issues even when working remotely.

Hanover, Maryland, United States

• Managed accounts receivable with an aging in excess of $4 M and more than 200 individual clients,ensuring timely payments and maintaining positive client relationships.• Oversaw customer accounts, including invoicing, collections, and purchase order (PO) tracking,ensuring accuracy and timely resolution of any issues.• Conducted welcome and maintenance calls to clients, providing exceptional customer service andaddressing any concerns or inquiries.• Acted as a liaison between field offices and Office Support Groups, facilitating effectivecommunication and collaboration.• Audited account-specific reports, ensuring accuracy and identifying any discrepancies or areas for improvement.• Gathered necessary data to assist management in making account-specific decisions, providing valuable insights and supporting strategic planning.• Adjusted and audited contractor payroll and billing using InfoPath, ensuring accuracy and compliance with company policies and procedures.

Arnold, Maryland, United States

• Trained new hires, created training manuals, and oversaw the entire reception staff, ensuring theywere equipped with the necessary skills and knowledge to excel in their roles.• Directed visitors by maintaining employee and department directories, providing efficient andfriendly guidance to enhance the visitor experience.• Sorted daily mail, deliveries, and couriers, updating calendars and schedules to ensure effectivecoordination and organization.• Maintained a safe and clean hospital area, adhering to hygiene and safety protocols to create acomfortable environment for staff, visitors, and patients.• Processed daily payroll, accurately calculating and disbursing salaries in a timely manner, ensuringcompliance with company policies and legal requirements.

San Antonio, Texas, United States

• Managed and maintained air traffic and warning radar systems, fixed and deployable navigationalaids, weather equipment, and radios, ensuring optimal functionality and reliability.• Installed, calibrated, and serviced air traffic control, weather equipment, and ground control systems,ensuring safe and efficient communication and navigation for air traffic controllers and pilots.• Conducted regular inspections, testing, and troubleshooting of radar, airfield, and weather systems toidentify and resolve any technical issues or malfunctions promptly.• Collaborated with cross-functional teams to ensure seamless integration and coordination of radar,airfield, and weather systems within the broader aviation infrastructure.• Developed and implemented preventive maintenance schedules and procedures, minimizingdowntime and maximizing the operational lifespan of critical equipment.• Stayed updated with the latest technological advancements in radar, airfield, and weather systems,identifying opportunities for system enhancements and recommending appropriate upgrades.• Adhered to strict safety and regulatory standards, ensuring compliance with industry regulations andguidelines in all system installations and maintenance activities.

Bachelor Of Science - Bs, Computer Science, 4.0

Associate'S Degree, Cybersecurity, 3.3

Activities and Societies: Cyber Security Defense Club

Electronic Systems Technology, 4.0

Education record