DAVID PRYOR - FIELD NETWORKING ENGINEER 1

David Pryor
David PryorField Engineer at Birch Communications um Birch Communications
David Pryor
EXECUTIVE SUMMARY
 Expert Troubleshooter
 Tier II Support
 Applications Advisor
 Field Engineer
 Network Installer
 Imaging Specialist
 Implementation Advisor
 Inventory Management
 Technical Documentation
 Systems Analyst
 Customer Support Representative
 A+ Certified Technician
416 Central Expressway North
Allen TX 75013
214-477-4752
davidkpryor7@gmail.com
Accomplished professional - Over 12 years of
experience in PC Troubleshooting, Operations,
Technical Training, and Help Desk Support.
Excellent communication and diagnostic
skills - Consistently solves problems and rarely
escalate issues.
Progressive computer/network operations -
Experience in large call centers with mixed
computing environments and broad customer-
facing interaction in multiple locations.
Detail oriented, reliable, self-motivated - Solid
reputation for productivity, complex problem
resolution, and professionalism.
TECHNICAL EXPERIENCE
● Assembly/disassembly of PC and peripherals, Troubleshooting
● Networking, Installation, Configuration, Upgrades, Basic Cabling
● Cisco 2400/2900 series router maintenance/configuration/repair, Cisco/ Polycom IP phones
● Windows 7, 8, 8.1, Vista, Active Directory, 2000 Pro, XP, Nt4.0, 95, 98, Mac OS 10, Snow
Leopard
● Internet Explorer, Chrome, Firefox browsers
● Microsoft Office Applications: Word, Excel, Access, PowerPoint, Outlook (all versions),Adobe
Creative Suite
● Active Directory experience , Hosted Microsoft Exchange management
● Intranet applets, third party applications
● Open SRS (domain registration), CDNS (DNS zone file management) DNS records management
(nameservers, MX records, A records)
● Team Viewer, Log Me In, Remote Desktop SW, GoToAssist, Altiris, DameWare, Bomgar
● Oracle, Novell DB Administration ,Lotus Notes, Siebel, Oracle Reports, Numara Footprints,
CORE IMS
● Basic DSL, VOIP, Fiber Configuration, Hardware/Software
● Virus protection, anti-virus installation/maintenance
● Handset training/configuration/implementation of various VOIP desktop phone models
PROFESSIONAL EXPERIENCE
BIRCH (formerly CBEYOND)
Field Engineer I
March 2010 – present
 Configures and provides ways to optimally deploy key applications with new customers, including
website, email, PC protection software, remote file storage and backup.
 Drives usage and adoption of applications by furnishing technical expertise and addresses
customer questions about applications and desktop installations.
 Using product knowledge and customer management skills, handles unexpected scenarios to
configure applications with no prescribed solutions.
 Assesses individual customer situation to answer technical questions and determines
configuration requirements based on product specifications to successfully complete install of
applications review, analyze systems and engineer solutions. This includes questions and
customer communications concerning hardware setup, software installation, management, and
intended usage of the applications.
 Engineers solutions based on judgment in reasonableness and prudence with regard to deploying
additional Cbeyond resources, equipment purchases, return visits, additional vendor support
and/or customer credits to create a satisfied customer.
 Configured/ troubleshot Cisco routers and network configurations
 Troubleshoot and resolve hardware/network configuration issues, assisted remote support groups
in resolving escalations and trouble tickets.
 Proficient in entire suite of Cbeyond applications with responsibility to drive adoption and
providing clients with needed applications.
 Works independently. Liaisons with local branch management and the customer’s service
installation coordinator to ensure smooth installation and activation.
 Sets expectations regarding Cbeyond’s new service installation process, communicates relevant
support processes, and provides a general overview of Cbeyond’s online services.
 Responsible for identification of any customer-impacting/unresolved installation issues, and
reports to Operations Directors in an expeditious manner.
 Provides documentation of lessons learned from customer visits that will improve satisfaction
and/or avoid customer support calls.
 Delivers daily or weekly status reports to management.
 Assist FE II/III with the testing and Reconfiguration of CPE in preparation for redeployment.
 Assist in weekly CPE Distributions with all market vendors.
 Assist in coordination the installation of all Cbeyond customer premise equipment through the use
of 3rd party vendors.
 Conduct monthly collocation audits and escalate discrepancies to Network Engineering for
review; receive and maintain collocation spares.
 Report, manage, and document the disposition of all non-CPE/Collocation equipment stored in
the market warehouse including Laptops, PCs, and mobile phones to the appropriate
departments.
CSC/Datatrac Information Services, Inc.
Technical Support Specialist-USDA project
December 2006 – December 2009
 Warranty repair of standard issue employee equipment.
 Imaging loaner computers for end-users with hardware issues.
 Point of contact for end-users to receive support and maintenance within the organization’s
desktop computing environment.
 Installing, diagnosing, repairing, maintaining, upgrading and deployment of all PC hardware and
equipment to ensure optimal workstation performance.
 Troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate
fashion.
 Provide end-user assistance where required.
 Tracking and monitoring tickets.
 Collaborate with network administrators to ensure efficient operation of the company’s desktop
computing environment.
 Where required, administer and resolve issues with associated users’ open tickets in end-user
workstation networking software products.
 Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
McClinic & Morgan Technical
Support Specialist January 2003
– December 2006
 Assembly/disassembly of PC and peripherals, Troubleshooting.
 Provided customer service, help desk support and data entry.
 Handled a high volume of inbound calls in a prompt and professional manner.
 Conducted maintenance reports.
 Provided troubleshooting and repair support.
 Installed virus protection deployment (E-Trust, Norton, McAfee) and conducted virus removal.
 Conducted software installation and configuration.
 Provided intranet database and network administration.
 Utilized Lotus Notes to communicate with other team members.
 Documented surveys and promotional forms.
 Keyed large volumes of data entry accurately and efficiently, meeting productivity targets.
Recruit Technology
PC Technician/Newark Branch (contract)
November 2001 - January 2003
 Provided customer service, help desk support and data entry.
 Installed Windows NT Server and connected all workstations.
 Performed hardware installation (RAM upgrades, CD, CD-RW, DVD-ROM expansion cards,
video, audio).
 Installed NIC cards, drives, and partitioned hard drives.
 Conducted network configuration, cabling, and installation.
 Supplied hard drives-imaging, configuring, and maintenance.
 Conducted troubleshooting and repairs.
 Assembled and disassembled PC's and peripherals.
 Installed virus protection deployment) and conducted virus removal.
A+ Computer Services/City of Newark-Mayor's Office of Management and Budget -
PC Technician
May 1999 – October 2001
 Performed departmental maintenance which included the rollout of over 500 PC's.
 Conducted hard drives-imaging, configuration, and maintenance.
 Provided troubleshooting and repair support.
 Supplied Network Configuration, cabling, and installation.
 Provided hardware installation (RAM upgrades, CD, CD-RW, DVD-ROM expansion cards, video,
audio).
 Conducted software installation and configuration.
 Upgraded Altiris, Dameware, and remote desktop administration.
 Provided Oracle and Novell DB administration.
 Installed virus protection deployment (E-Trust, Norton, McAfee) and conducted virus removal.
EDUCATION
Essex County College - Newark, N.J. | PC Troubleshooting Certificate | A+ Certification
References available upon request

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DAVID PRYOR - FIELD NETWORKING ENGINEER 1

  • 1. David Pryor EXECUTIVE SUMMARY  Expert Troubleshooter  Tier II Support  Applications Advisor  Field Engineer  Network Installer  Imaging Specialist  Implementation Advisor  Inventory Management  Technical Documentation  Systems Analyst  Customer Support Representative  A+ Certified Technician 416 Central Expressway North Allen TX 75013 214-477-4752 davidkpryor7@gmail.com Accomplished professional - Over 12 years of experience in PC Troubleshooting, Operations, Technical Training, and Help Desk Support. Excellent communication and diagnostic skills - Consistently solves problems and rarely escalate issues. Progressive computer/network operations - Experience in large call centers with mixed computing environments and broad customer- facing interaction in multiple locations. Detail oriented, reliable, self-motivated - Solid reputation for productivity, complex problem resolution, and professionalism. TECHNICAL EXPERIENCE ● Assembly/disassembly of PC and peripherals, Troubleshooting ● Networking, Installation, Configuration, Upgrades, Basic Cabling ● Cisco 2400/2900 series router maintenance/configuration/repair, Cisco/ Polycom IP phones ● Windows 7, 8, 8.1, Vista, Active Directory, 2000 Pro, XP, Nt4.0, 95, 98, Mac OS 10, Snow Leopard ● Internet Explorer, Chrome, Firefox browsers ● Microsoft Office Applications: Word, Excel, Access, PowerPoint, Outlook (all versions),Adobe Creative Suite ● Active Directory experience , Hosted Microsoft Exchange management ● Intranet applets, third party applications ● Open SRS (domain registration), CDNS (DNS zone file management) DNS records management (nameservers, MX records, A records) ● Team Viewer, Log Me In, Remote Desktop SW, GoToAssist, Altiris, DameWare, Bomgar ● Oracle, Novell DB Administration ,Lotus Notes, Siebel, Oracle Reports, Numara Footprints, CORE IMS ● Basic DSL, VOIP, Fiber Configuration, Hardware/Software ● Virus protection, anti-virus installation/maintenance ● Handset training/configuration/implementation of various VOIP desktop phone models
  • 2. PROFESSIONAL EXPERIENCE BIRCH (formerly CBEYOND) Field Engineer I March 2010 – present  Configures and provides ways to optimally deploy key applications with new customers, including website, email, PC protection software, remote file storage and backup.  Drives usage and adoption of applications by furnishing technical expertise and addresses customer questions about applications and desktop installations.  Using product knowledge and customer management skills, handles unexpected scenarios to configure applications with no prescribed solutions.  Assesses individual customer situation to answer technical questions and determines configuration requirements based on product specifications to successfully complete install of applications review, analyze systems and engineer solutions. This includes questions and customer communications concerning hardware setup, software installation, management, and intended usage of the applications.  Engineers solutions based on judgment in reasonableness and prudence with regard to deploying additional Cbeyond resources, equipment purchases, return visits, additional vendor support and/or customer credits to create a satisfied customer.  Configured/ troubleshot Cisco routers and network configurations  Troubleshoot and resolve hardware/network configuration issues, assisted remote support groups in resolving escalations and trouble tickets.  Proficient in entire suite of Cbeyond applications with responsibility to drive adoption and providing clients with needed applications.  Works independently. Liaisons with local branch management and the customer’s service installation coordinator to ensure smooth installation and activation.  Sets expectations regarding Cbeyond’s new service installation process, communicates relevant support processes, and provides a general overview of Cbeyond’s online services.  Responsible for identification of any customer-impacting/unresolved installation issues, and reports to Operations Directors in an expeditious manner.  Provides documentation of lessons learned from customer visits that will improve satisfaction and/or avoid customer support calls.  Delivers daily or weekly status reports to management.  Assist FE II/III with the testing and Reconfiguration of CPE in preparation for redeployment.  Assist in weekly CPE Distributions with all market vendors.  Assist in coordination the installation of all Cbeyond customer premise equipment through the use of 3rd party vendors.  Conduct monthly collocation audits and escalate discrepancies to Network Engineering for review; receive and maintain collocation spares.  Report, manage, and document the disposition of all non-CPE/Collocation equipment stored in the market warehouse including Laptops, PCs, and mobile phones to the appropriate departments.
  • 3. CSC/Datatrac Information Services, Inc. Technical Support Specialist-USDA project December 2006 – December 2009  Warranty repair of standard issue employee equipment.  Imaging loaner computers for end-users with hardware issues.  Point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment.  Installing, diagnosing, repairing, maintaining, upgrading and deployment of all PC hardware and equipment to ensure optimal workstation performance.  Troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion.  Provide end-user assistance where required.  Tracking and monitoring tickets.  Collaborate with network administrators to ensure efficient operation of the company’s desktop computing environment.  Where required, administer and resolve issues with associated users’ open tickets in end-user workstation networking software products.  Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems. McClinic & Morgan Technical Support Specialist January 2003 – December 2006  Assembly/disassembly of PC and peripherals, Troubleshooting.  Provided customer service, help desk support and data entry.  Handled a high volume of inbound calls in a prompt and professional manner.  Conducted maintenance reports.  Provided troubleshooting and repair support.  Installed virus protection deployment (E-Trust, Norton, McAfee) and conducted virus removal.  Conducted software installation and configuration.  Provided intranet database and network administration.  Utilized Lotus Notes to communicate with other team members.  Documented surveys and promotional forms.  Keyed large volumes of data entry accurately and efficiently, meeting productivity targets. Recruit Technology PC Technician/Newark Branch (contract) November 2001 - January 2003  Provided customer service, help desk support and data entry.  Installed Windows NT Server and connected all workstations.  Performed hardware installation (RAM upgrades, CD, CD-RW, DVD-ROM expansion cards, video, audio).  Installed NIC cards, drives, and partitioned hard drives.  Conducted network configuration, cabling, and installation.
  • 4.  Supplied hard drives-imaging, configuring, and maintenance.  Conducted troubleshooting and repairs.  Assembled and disassembled PC's and peripherals.  Installed virus protection deployment) and conducted virus removal. A+ Computer Services/City of Newark-Mayor's Office of Management and Budget - PC Technician May 1999 – October 2001  Performed departmental maintenance which included the rollout of over 500 PC's.  Conducted hard drives-imaging, configuration, and maintenance.  Provided troubleshooting and repair support.  Supplied Network Configuration, cabling, and installation.  Provided hardware installation (RAM upgrades, CD, CD-RW, DVD-ROM expansion cards, video, audio).  Conducted software installation and configuration.  Upgraded Altiris, Dameware, and remote desktop administration.  Provided Oracle and Novell DB administration.  Installed virus protection deployment (E-Trust, Norton, McAfee) and conducted virus removal. EDUCATION Essex County College - Newark, N.J. | PC Troubleshooting Certificate | A+ Certification References available upon request