Lamarr Godwyn

Experience

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  Sprint

  Jan 2004 - Jan 2007

  • Conducted investigations and achieved appropriate resolution for telephone and e-mail requests and/or complaints from customers.• Processed new installations, disconnections, moves, add ons, long distance carrier changes and other changes in telephone service arrangements. • Informed customers of the value and benefits their current product/services offers and recommend new products and services to ensure customer satisfaction and customer retention.• Responded to customer requests for information regarding accounts, type of services provided, and other inquiries. • Utilized retention tools to retain revenue when appropriate. Show less • Worked with local exchange carriers and Sprint internal Operations Centers to ensure current services remained active and restored within the Service Level Agreements• Responded to telephone, written, or internet-based inquiries of both basic and complex technical issues supporting the company's products and services. • Analyzed both routine and non-routine problems with wireless equipment, software applications, and network performance to identify root cause to problems and recommend corrective action. • Participated in maintenance bridges/calls to isolate network issues• Used network monitoring tools to troubleshoot customer issues pertaining to connectivity, network routing and market data.• Trained, and supported other employees. • Maintained log of problems so recurring problems could be reported for product and service development. Show less

  • Save Desk Specialist

    Jan 2006 - Jan 2007

  • Technical Support II

    Jan 2004 - Jan 2006
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  Bennitt Enterprise

  Jan 2007 - Jan 2008

  Assistant IT Manger

  • Managed small to large scale projects or oversaw multiple related small to large scale projects involving software development or website development. • Created and administers project plan and communicated with Project Management counterparts, customers and project stakeholders to ensure continued alignment with project objectives.• Identified resources needed, assemble project team, and assign individual responsibilities.• Identified and mitigated issues and risks.• Facilitated project meetings and produce meeting minutes. Created project status using defined templates. Created and maintained project documentation. Show less

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  Edgecombe County Public Schools

  Jan 2008 - Jan 2015

  Computer Technician I

  • Configured, troubleshot, and repaired various IT equipment, including desktops, laptops, printers, and network hardware devices. Reimaged computers. Oversaw backup and restore files and data.• Managed AD and Novell user permissions and passwords. Assigned group policies.• Provided technical leadership in training staff on using Win7, Office2013, Smartboard, Google docs, and more. • Led and collaborated with vendors, developers, and testers to analyze performance requirements, resolved cross-component software issues, and documented and communicated technical designs, solutions, and results to stakeholders.• Created trending reports, cost reports, damages report, and missing device reports to present during monthly meetings.• Researched equipment for purchase make recommendation and provide quotes. Show less

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  Elite Management Solutions LLC.

  Jun 2013 - now

  Owner/Operator

  Elite Management Solutions LLC is a professional revenue cycle management and billing service company dedicated to meeting all of the insurance and patient billing needs of your practice. We offer a variety of highly personalized services that can improve your cash flow and lower your operating expenses. Our services are specifically designed to meet the needs of individual and small group practices. Elite Management Solutions LLC carefully balances our client base in order to ensure that each client will receive our complete and undivided attention! Find us on the web at www.ems-nc.com. Show less

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  Franklin Count Public Schools

  Jan 2015 - Jan 2015

  Computer Technician II

  • Provided troubleshooting and technical support via phone or remote access.• Analyzed and recovered system as malfunction occurred and resolved hardware and software issues. • Troubleshot, maintained, and configured network components and administered Microsoft SCCM and AD GPOs.• Performed server and desktop installation as well as basic cabling.• Facilitated tier two support to tier one techs and coached tier one desktop support technicians.

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  BB&T

  Jan 2015 - Jan 2016

  Application Support Engineer

  • Gathered information for analysis, carried out necessary research, setup test environments, replicated issues locally, and proposed resolutions and workarounds.• Tested new product releases/patches and solved wide array of technical and workflow issues.• Understood, replicated, validated, and resolved customer service requests from customers and partners.• Facilitated tier three support for six applications and troubleshot software issues at application and O/S level.• Monitored and tracked all support calls and provided status updates to customers regularly via phone, emails. and ServiceNow ticketing system.• Documented processes and solutions to enable team collaborations and process improvement. Show less

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  Trident Technology Solutions

  Jan 2016 - Jan 2017

  IT Support Specialist

  • Provided troubleshooting and technical support via phone or remote access.• Analyzed and recovered system as malfunction occurred and resolved hardware and software issues. • Troubleshot, maintained, and configured network components and administer AD GPOs.• Conducted server and desktop installation as well as basic cabling.• Managed help desk tickets to ensure timely resolution of incidents and proper escalation.• Oversaw and managed Active Directory and other server functions. Configured ShoreTel VoIP phones. Performed minor networking and business class firewalls configuration.• Facilitated onsite support to onsite customer base. Performed end user support related to tasks and special projects.• Troubleshot basic and advanced computer and network issues.• Organized and utilized all available support resources, including emails, documentation, contact lists, knowledge base, online research, and ticketing system information.• Created, maintained, and updated detailed ticket logs to document end user interactions.• Pulled cables and terminate. Tested cables, punchdown data drops, and dressed patched panel. Installed APs and AV equipment. Show less

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  Dover Corporation

  May 2017 - Feb 2020

  IT Client Services Infrastructure Administrator

  • Generated and provided strategic advice on using technology to achieve goals.• Managed IT initiatives and collaborated with in-house technical staff,• Designed IT systems and networks, ensuring right architecture and functionality.• Support new technology implementation. Trained users in new and existing IT systems.• Provided assistance on technical issues through ServiceNow ticket portal. Revised existing systems and suggested improvements.• Installed, imaged, configured, tested, maintained, monitored, and troubleshot end user workstation hardware, networked peripheral devices, and networking hardware products.• Performed on-site analysis, diagnosis, and resolution of complex PC problems for variety of end users.• Recommended and implemented corrective hardware solutions, including off-site repair as needed.• Worked remotely to cover one or more assigned support sites. Show less

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  Dell EMC

  Mar 2020 - Mar 2021

  Technical Support Engineer 2

  GENERAL SUMMARYRegularly provides technical support expertise in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both EMC's business operations and the business operations of EMC customers. Applies technical support expertise to resolve customer issues. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, remote maintenance calls, internal and field EMC employees, Chat and Web support calls. Works closely with peers and internal SMEs to increase knowledge and resolve customer issues. Identifies and provides resolutions to technical problems.PRINCIPAL DUTIES AND RESPONSIBILITIES-Interfaces directly with customers-After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers-Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments-Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment-Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status-Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution-Validates technical information and issues early warning and disseminates information as needed Show less

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  Qualys

  Jun 2021 - Mar 2022

  Sr. Technical Support Engineer Qualys

  • Provide support via phone, email, and WebEx focused on backend and frontend configuration of Qualys Cloud Agent used in conjunction with the Qualys Vulnerability Management, Policy Compliance, AssetView, and other Qualys Services• Main point of contact on technical issues and working directly with Development, QA, Operations, Customer Service, Finance, Sales, and Alliances to ensure high levels of customer satisfaction with all transactions.• Gathered information required for the Development team to fix the false positive and negative issue related to QIDs• Manage all customer escalations related to feature request, product defects, case review and executive reporting• Ensure that each customer interaction is a friendly and professional experience, that addresses the needs of the customer in all stages of the customer service life cycle within Qualys. Show less

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  Hillrom

  Apr 2022 - Jul 2024

  • Manage, install, and configure applications on servers and proprietary devices/hardware, configuring system networks, and working with the customer’s wired and wireless infrastructure to complete implementations.• Organize, manage, and lead multiple project implementations in a healthcare environment. Lead network architecture, system fail-over, and other technical system design discussions with customer IT, MIS or biomed departments, installation contractors, and other trades as required.• Provide oversight, training and direction to internal and external contractors as assigned during implementations to ensure installations meet Care Communications requirements.• Work directly with complex customers by leading the technical aspect of team-based projects, managing dynamic deployments of advanced features and applications which can include customized integrations, evolving configurations, and adapting system functionality to best meet clinical workflow requests.• Perform site surveys, RF surveys, develop system integration plans using multiple vendor products, & coordinate with customer IT or MIS departments. Review system designs to ensure accuracy and performance integrity.• Make recommendations on tuning and/or configuration of network/wireless environments to promote optimal performance and cohabitation of wireless and Care Communications applications.• Complete, post, and update system network and server documentation in compliance with SOP and best practices to ensure successful and long-term support of the system.• Work with customer IT departments to assess and evaluate network security needs and develop policies and procedures for ensuring the security and integrity of specified customer servers and network topology. Understands back-end network security and Active Directory functionality. Show less

  • Senior Implementation Engineer

    Jan 2023 - Jul 2024

  • Implementation Engineer

    Apr 2022 - Jan 2023