Accomplished instructional technology field engineer with over 30 years of IT experience, 6 as a Technician, 26+ as a Field Systems Engineer. Reliable team player with proven history of high energy, strong work ethic, excellent communication skills, that resulted in service contract renewals, account expansions and exceptional customer satisfaction.
Lead Field Engineer, Edgenuity, Inc. Scottsdale, AZ March 2010 – November 2016
Lead Field Engineer that assisted current and potential customers to evaluate technical aspects of deploying the Edgenuity Learning System.
Led a team of 5 Field Engineers to install, maintain and replace Linux-based media appliances at US school districts.
Provided onsite troubleshooting for complex issues with quick efficient resolution.
Developed and maintained customer installation records and IT contact database.
Prepared customer sites for professional development training.
Assisted customer support and IT departments with onsite and remote diagnosis of customer networking issues.
Worked on establishing long standing relationships with customer IT staff by providing exceptional service.
Assisted potential customers with the technical aspect of the Edgenuity learning system. Performed onsite tech trainings for district IT staff.
Worked with account executives to determine best scenario for media appliance deployment.
Worked with customers to implement Edgenuity, including assisting with firewall and content filter issues.
Worked with Director of IT in development of new technology plans.
Field Technician, Eola Technology Partners, Orlando, FL, May 2009 – March 2010
Formulated an IT strategy that included tools, products and services that best met customer current and future needs.
Provided specific IT systems and services, from sales, installation and training to ongoing support.
Evaluated and managed third party IT vendors on customer’s behalf.
Field Technician, Fast-teksComputer Repair Services,Orlando, FL, February 2009 – March 2010
Anti-virus and Malware removal
Data Back Up and Recovery
Computer Hardware Sales and Installation
Systems Engineer Specialist,CompassLearning Inc., Austin, TX April 1987 – February 2009
Supported school CompassLearning labs across Florida; updating, troubleshooting and patching software on Microsoft Enterprise Servers.
Administered Windows Active Directory Networks; troubleshooting network issues using monitoring tools to resolve complex issues.
Managed Cisco load balance appliances in large implementations to reduce server load.
Implemented Avantis and Microsoft ISA cache servers to reduce bandwidth at many sites with low network performance.
Differentiators and Awards
Regularly requested by management, sales team, and customers to resolve complex issues.
Maintained highest customer satisfaction and performance metrics in the nation year-after-year.
Exemplary track record of highest service contract renewals and account expansion rates in the nation.
5.0 Release Beta Testing Award, Edgenuity 2015
Systems Engineer of theYear, CompassLearning, 2008
Service Extra Mile award, CompassLearning, 2001
Computer Technology, Networking, Repair/Maintenance, Systems Technology Institute, Orlando, FL, Diploma Certification, 1985
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