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1 JOSEPH M. SMALL P.O. Box 4911 | Fort Lauderdale, FL 33338-4911 904-258-9345 | [email protected] IT Technician ǀ Desktop Support ǀ Technical Support Specialist A + , Network + and Security + certified professional with a strong background in computer networks, and knowledge of network operations and operating systems. Additionally, specialize in software and hardware upgrades as well as support and deploy desktop and laptop computers. Strong technical and organizational skills in system availability. Works well in individual and team settings. TECHNICAL SKILLS Operating Systems: Windows 7 / 8 / 10 / XP / Vista / Linux Software: MS Office Suite (Microsoft Word & Excel), Office 365, Outlook, Citrix, Virtual Private Networks, Active Directory, VMWare, Landesk, Go to Assist, Ghost Imaging, Amazon Web Services, Remedy, Magic and Service Now Ticketing Systems Hardware: Routers, Switches, Firewalls, Servers, Printers, cabling (including installation and troubleshooting diagnostics) Protocols: TCP/IP, UDP, RIP, OSPF, EIGRP, DHCP, NAT, PAT, IPv6, VOIP Certifications: CompTIA A + (MT091BZCXGE4KTMH), CompTIA Network + (H5YLM04D9CVQS0L1), Security + (WRY8HZ43PKQQ2RNB) CAREER HIGHLIGHTS Provided technical support for 1000 + corporate users and 7000 + retail outlets. Successfully completed conversion project for 600 + retail outlets. Experienced at providing technical/network support for end users. Managed time efficiently to meet project deadlines. Adapted quickly to meet the demands of the current situation. PROFESSIONAL EXPERIENCE

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JOSEPH M. SMALLP.O. Box 4911 | Fort Lauderdale, FL 33338-4911

904-258-9345 | [email protected]

IT Technician ǀ Desktop Support ǀ Technical Support Specialist

A+, Network+ and Security+ certified professional with a strong background in computer networks, and knowledge of network operations and operating systems. Additionally, specialize in software and hardware upgrades as well as support and deploy desktop and laptop computers. Strong technical and organizational skills in system availability. Works well in individual and team settings.

TECHNICAL SKILLS

Operating Systems: Windows 7 / 8 / 10 / XP / Vista / LinuxSoftware: MS Office Suite (Microsoft Word & Excel), Office 365, Outlook, Citrix, Virtual Private Networks, Active Directory, VMWare, Landesk, Go to Assist, Ghost Imaging, Amazon Web Services,Remedy, Magic and Service Now Ticketing SystemsHardware: Routers, Switches, Firewalls, Servers, Printers, cabling (including installation and troubleshooting diagnostics)Protocols: TCP/IP, UDP, RIP, OSPF, EIGRP, DHCP, NAT, PAT, IPv6, VOIPCertifications: CompTIA A+ (MT091BZCXGE4KTMH), CompTIA Network+ (H5YLM04D9CVQS0L1), Security+ (WRY8HZ43PKQQ2RNB)

CAREER HIGHLIGHTS

Provided technical support for 1000 + corporate users and 7000+ retail outlets. Successfully completed conversion project for 600+ retail outlets. Experienced at providing technical/network support for end users. Managed time efficiently to meet project deadlines. Adapted quickly to meet the demands of the current situation.

PROFESSIONAL EXPERIENCE

Kaplan Inc. – Fort Lauderdale, FL 05-16 - PresentTechnical Support

Supports staff with hardware and software solutions Provides resolutions by identifying, investigating, and researching technical problems Prepping and imaging new equipment for end users Utilizes remote services for off campus users Improves system performance by identifying problems and recommending changes Employs Service Now ticketing system to track occurrences Good interpersonal and customer care skills Performs post-resolution follow-ups to help requests

NetPC Services, Inc. – Hollywood, FL 11-15 - Present

mailto:[email protected]
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Technology Support Engineer Maintenance and troubleshooting for Windows Server 2003 & 2012 Hardware & software support Performed regular maintenance on workstation & laptops Virus and malware removal Applied current updates on all systems Checked system logs for unplanned occurrences Imaging of hard drives Regular maintenance and troubleshooting of VOIP services Ensuring that backup are being done regularly and properly

Brightwing Staffing - Fort Lauderdale, FL 5-15 – 11-15 Technology Support Engineer

Installed and maintained software systems for faculty and staff. Repaired and troubleshot computer equipment at the site. Kept inventory of technology equipment and issues reports. Provided technical support for the installation, configuration, maintenance and support of

hardware, software. Provided support at facilities including smart classrooms, electronic classrooms, offices, clinics,

videoconferencing classrooms and all other University locations on campus or off. Performed routine maintenance procedures for hardware and software. Inspected the security of university IT assets. Used approved university software to log and track

user requests and incident reports in a timely manner.

Capital Staffing Solutions – Jacksonville, FL 7/13 – 09/14 I.T. Technician II

Provided technical support to the corporate offices and 600+ retail outlets, utilizing Remote Desktop/VNC connections to deliver proven results to hardware (workstations, controllers, registers, scales, servers, printers, laptops) issues.

Utilized network monitoring tools and commands to provide solutions for wireless and wired network connections.

Employed Telnet to troubleshoot controller issues and Web applications. Also, incorporated Citrix, Windows Command Prompt, and switch port status utilities to solve network concerns.

Delivered solutions to Outlook and Windows Office Suite/Office 365 applications. Successfully completed a project to update 400+ outlets hardware and software systems.

Documented all troubleshooting steps in the Service Now ticketing system. Provided technical support to onsite technicians. Adept at Vendor Management ensuring mutual agreement that would benefit both parties. Engaged email and phone system to communicate with end users and technicians.

Advantage Staffing - Charlotte, NC 11/12 – 06/13 Help Desk Analyst 1

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Single point of contact for providing solutions to the corporate offices and 8,000+ retail outlet technical problems.

Utilized Remote Desktop services to dial into equipment for troubleshooting software applications; including Windows (7, XP), POS, and kiosk applications.

Provided solutions to hardware (workstations, registers, printers, and security camera systems) issues. Utilized Remedy ticketing system to document successful troubleshooting steps for future reference.

EDUCATION & PROFESSIONAL DEVELOPMENT

Westwood College, Atlanta GA 2008 – 2011 Bachelor of Computer Science: Information System Security

Graduated Summa Cum Laude - GPA 3.859


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Number Sense 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 Geometry &

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Vocab 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 Heat Transfer Phase

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Ethnic Groups 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 Religious Groups

The Marketing Concept The Basic Idea 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222

Jeopardy Stem- changers 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555

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Parts of Speech 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 Common

Marketing 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 definedbyitsfunctions

Category 1Category 2Category 3Category 4Category 5 1111 1111 1111 1111 1111 2222 2222 2222 2222 2222 3333 3333 3333 3333 3333 4444 4444 4444 4444 4444

Connective Tissue identification 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444

Latin American Governments 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555

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Characters 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555GothicismRomantics

Graphing Systems 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 Substitution

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Definitions 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555 1111 3333 2222 4444 5555Definitions

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