Carlus M. Garrison

Experience

• 

  NCR Corporation

  Oct 2013 - Aug 2014

  Customer Engineer II

  Troubleshooting, service, repair and / or replace terminals and machinesUsed SQL to view database for issues, to pull reports and update completion of issuesIBM POS And Self Checkout Terminals, Electrical, Mechanical And PC Units / WorkstationsMoney Center Express / ATM, Payment and Application KioskIngenico / VeriFone Credit / Debit Card Readers Dell Power Edge ServersDarden Restaurants, Starbucks Coffee, Wal-Mart, SAM’s Club And Various Retail Locations

• 

  PFI Tech

  Jul 2014 - Sept 2014

  Windows 7 Deployment Technician

  Perform system deployment of desktop, laptop workstation and system set-upMigrate existing State XP users to Windows 7 via Lite-TouchAdministration / Support on Active Directory structure and local user accounts, e-mail configurationPerform field service break / fix support in a business / hospital infrastructure environmentMap / Network Multi-function office printers, software installation, OS, and related hardware issues

• 

  Apex Computer Systems, Inc.

  Oct 2014 - Jan 2015

  Windows 7 Deployment Technician

  Perform system deployment of desktop, laptop workstation and system set-upMigrate existing State XP users to Windows 7 via Sun Trust USMT ManagerAdministration / Support on Active Directory structure and local user accounts, e-mail configurationPerform field service break / fix support in a business / corporate infrastructure environmentMap / Network Multi-function office printers and software installationProvide support and troubleshoot related hardware and software issues. Show less

• 

  TEKsystems

  Mar 2015 - Jul 2015

  Deployment/Migration Technician

  Migrate existing RockTenn XP users to Windows 7Image desktops, laptops, and workstations with RockTenn imageResponsible for the configuration on a variety of computer needs for each divisionUse SCCM to determine current installed software for each computerPush all approved licensed applications via SCCM to each computerCopy user data from old computer to the replacement computerConfigure desktop, email, and Citrix for each user

• 

  Vonage Business

  Sept 2015 - Nov 2020

  Teir II VoIP Specialist / ITCS Technical Support II

  • Provide knowledge of networking principles (Internet, SIP ALG & SPI), software, and hardware.• Pull SIP Traces utilizing Vonage Support Tools.• Provide level two telecom support assistance with Vonage Business VoIP services.• Provide strong customer service and technical troubleshooting skills.• Remotely provisioning VoIP telephones and solving registration issues as well as making adjustments to the customer PBX (Private Branch Exchange) settings using Log Me in Rescue, ConnectWise Control, Team Viewer & Go To Assist.• Upgrades of VoIP Collaboration endpoints by Cisco, Panasonic, Polycom, Yealink, and Grandstream.• Design IVR/Virtual Receptionist as well as Company Call Flow for customer establishments.• Excellent customer relations able to maintain customer information confidentiality.• Provide floor support as a SME (Subject Matter Expert) to assist other agents when needed.• Perform tasks and projects as assigned by management as well as project management.• Routinely maintained and closed trouble-tickets for all incoming customer requests.• Provide End User desk side and remote support to business.• Assist in Account Admin support to the business.• Support Windows, MAC, iPhone, iPad, Android, Tablets, Network Printers, and all peripherals.• Manage tickets, work orders, problems, and tasks within a structured ticket management system.• Install, configure and troubleshoot basic software, hardware and PC peripherals issues.• Communicate resolutions, problem and root cause information to users, both technical and non- technical.• Support Video Conference, projectors and other standard conference room and presentation systems.• Interact with other IT and non-IT teams to accomplish assigned tasks and tickets.• Connect cables under desks, lift, and transport various physical devices.• Maintain and manage parts and supplies inventories as needed. Show less

• 

  Georgia Department of Public Health

  Feb 2021 - now

  Help Desk Analyst 3