Work Experience

Lead and 2^nd tier Support Engineer

Microsoft Corporation (Unisys)
2010-2015

· Provided desktop support, including manufacturer-certified parts replacement on Hewlett Packard, Dell, IBM/Lenovo, Toshiba,Asus, Samsung laptops, workstations and servers.

· Provided support for Windows 2000/XP/Vista/7/10 and Windows Server 2003/2008/2012.

· Configured & troubleshot BitLocker issues.

· Set up Windows based servers, user accounts, access rights, and shared folders.

· Performs tasks in Active Directory Users and Computers.

· Created & distributed Windows images using GHOST, RIS, WDS, and PXE.

· Provided remote support for other branches as well as for off-site engineers.

· Provides 2^nd tier escalation support

· Provided one-on-one training and support for other engineers.

· Provides ongoing support for field engineers.

· Troubleshot DHCP, DNS, firewall, 802.11 (wireless) and other network issues.

· Created technical documentation for other engineers to use.

· Maintained call volume reporting.

Lead Support Engineer/Network Engineer

Microsoft Corporation (Siemens IT Solutions and Services, Inc)
1997 – 2010

· Provided desktop support, including manufacturer-certified parts replacement on Hewlett Packard, Dell, IBM/Lenovo, and Toshiba workstations and server.

· Provided support for Windows 2000/XP/Vista/7 and Windows Server 2003/2008.

· Configured & troubleshot BitLocker issues.

· Set up Windows based servers, user accounts, access rights, and shared folders.

· Created & distributed Windows images using GHOST, RIS, and WDS.

· Provided remote support for other branches as well as for off-site engineers.

· Installed server hardware and network management software, set up networks, configured Cisco routers at various branches around the United States.

· Provided one-on-one training and support for other engineers.

· Troubleshot DHCP, DNS, firewall, 802.11 (wireless) and other network issues.

· Created technical documentation for other engineers to use.

· Assisted in NetWare to Windows NT migrations (both servers and workstations).

· Maintained call volume reporting.

Desktop Support Engineer/Help Desk Manager
Prizm Technologies, Inc.
Charlotte, North Carolina
1995 - 1997

· Provided complete desktop support of WFW, 95, and NT clients.

· Performed TCP/IP troubleshooting and 3270 connectivity.

· Set up and managed a Help Desk (4 phone/9 field technicians).

· Performed statistical analysis of call volume and customer needs.

· Interviewed, hired, and trained technicians.

· Assisted in Windows 95 to NT migrations.

Customer Support Engineer, District Manager P.A.
Kindercare Corporation
Charlotte, North Carolina
1991 - 1995

· Installed and configured Macintosh computers.

· Trained managers, teachers and students on software and hardware.

· Provided corporate network technical support.

· Provided technical support for other engineers.

· Maintained financial tracking and business management of 72 locations.

· Traveled and setup computer training, and  management training seminars to train managers.

PC Support - volunteer
JAARS, Inc.
Waxhaw, North Carolina
1991 - 1995

· Provided support and troubleshooting in an IBM/Mac environment (MS Office).

· Provided advanced classroom training for DOS, Macintosh, and Windows users.

· Repaired IBM compatibles and peripherals as well as Macintosh computers.

· Provided help desk support.

Retail Store Manager
Builders Carpet and Interior Design
Waxhaw, North Carolina
1989 - 1991

· Managed retail store

· Scheduled designer and installer appointments.

· Drafted kitchen cabinet design.

· Did bookkeeping for retail store and service technicians.

· Did payroll and tax reporting.

· Maintained inventory records.

· Managed design projects.

Education

Lafayette High School Business management major	Otterbein College Business Management	State Teachers College Accounting major
Long Beach City College Business Management	Ohio State Accounting	Central Piedmont College Computer programming, business management, real estate

Certifications

Computing Technology Industry Association
A+ Core Service Technician
Server+
A+ Mac OS based Computers Specialty

Compaq Hewlett Packard
ASP certified

Dell Certified Technician
Desktops, Workstations, Notebooks, Servers

IBM/Lenovo
Desktop Systems
Mobile Systems

Microsoft MCP
Windows 95, 98
Windows 2000
Windows NT Workstation 4.0
Microsoft Virtual Academy Windows 10 Tech Preview

Toshiba
Toshiba Authorized Service Technician (TAT)

Areas of Experience

TECHNICAL

• Windows 95 through Windows 10
• Windows Server NT4/2000/2003/2008
• Apple Macintosh System 7.0 through 8.5
• Networking
• Hardware troubleshooting, repair, upgrades

PERSONAL

• Excellent customer service skills
• Helpful attitude, willingness to work hard
• Team player
• Willing and able to teach, willing and able to learn
• Work well without close supervision
• Accept and handle responsibility and exercise good judgment
• Honest
• Organized, good attention to detail

Recent Awards

Debbie Griswold, Network Engineer 7210 Davis Road Waxhaw, NC 28173-8414

www.griswold.com

(704) 840-6114 v-sbsdg@microsoft.com