Louis D.

Peaks
50 Timberwild Drive
Greenville, SC 29605
(919) 236-7121(Mobile)
Email: [Link]@[Link]

PROFESSIONAL SUMMARY

A multifaceted, efficient & reliable professional with 15+ years of IT (Information Technology) experience
supporting software, hardware along with great customer support and troubleshooting skills. Proficient in Windows
and Mac environments, standard windows office desktop software, and C++ code development applications. Possess
excellent interpersonal, phone and digital communication skills. A sharp articulate professional with strong
organizational skills. I work well with others as well as independently and look forward to becoming part of an
organization that will offer an opportunity for professional development in the IT field as a Data Analyst or Data
Scientist.

TECHNICAL KNOWLEDGE/SKILLS

Hardware: Environments: Languages: Software/Applications:

PC Repair\Upgrade Windows/Windows Server SQL/MySQL Microsoft Office\Lotus
Notes
LAN\WAN SSIS Oracle VMware
TCP/IP SSRS Linux PowerBI
Ethernet IBM Mainframe\TN3270 Java Service-Now\Remedy\NetSuite
Cisco Routers Linux PowerShell Scripting HPE ALM
SQL Developer COBOL Visual Studio
Active Directory Superlayer ProIV Glovia (vendor/homegrown app)

Caterpillar: Confidential Green

 PROFESSIONAL EMPLOYMENT
IT Support Analyst · Glovia Software (Vendor and Homegrown) Application Support
· Determining multi-system issues and which systems may be affected.
Caterpillar · Created Active Directory user accounts, basic SQL scripting, Window
DYOPATH Server support
Aug 2019 – Present · Project Management: Lead an IT Audit project that required directing the work of my
peers and some input on actions and decisions. Lead team efforts while assessing
and integrating the skills and strengths of my peers for project and organizational
success. I also provided the status of the project work to my management team.
· Discussing End-user issues and recording details
· ServiceNow ticket queue monitoring and updating tickets
· Zebra printer support
· Familiarity with remote-control support.
· On call rotation in team for afterhours support
· Determine and execute changes to hardware, software, applications, or systems.
· Collaborate with other IT teams on new projects.
· Troubleshoot issue requests and maintain inventory.
· Maintain close liaison with customers to assure business needs are met and customers
are satisfied.
· Perform custom application design and development assignments without close
Supervision.
· Provide report development using Visual Studio environment.
· Work both independently and with a cooperative team on complex projects (QA
Server Refresh and Incident Management SharePoint site).

IT Batch Operator · Monitored database job/transaction activity using VM Ware creating instances in Linux
and Windows environments.
NCDHHS · GMI Operator and Support specialist capable of monitoring/managing batch steps,
AskIT analyzing and responding to user queries.
Oct 2022 – August 2024 · Experience with batch operations, job scheduling and monitoring tools.
· Effectively communicate issues and status updates with business users, second level
support, and development teams.
· Work with internal teams to identify opportunities to improve the product and customer
experience.
· Document processes and procedures as required.
· JIRA ticket queue monitoring, approving, and updating tickets
· Use of Unix, Mainframe and Windows environments to read, write, delete and copy
files.
· Use of Relational database skills and Basic SQL programming to complete nightly
tasks to validate data received.
· Ran shell scripts in a UNIX environment, and reviewed log files.
· Prioritized issues and calls with external/internal clients for troubleshooting and
problem solving.
· Effectively communicated in both oral and written formats.

Caterpillar: Confidential Green

 Technical Support · Research, troubleshoot and resolve system and equipment problems.
Analyst/Application Tester · Answer customer questions on web-based and server-based NC FAST automated
processes.
NCDHHS · Assist development staff with planning, design, testing, training, and implementation of
Samiti Technology new NC FAST modules/ enhancements as needed.
May 2016 – August 2019 · Coordinate with NC FAST second level of support including incident ticket creation,
problem tracking, taking ownership of the problem, and following up with the end user.
· Monitor the database and transaction activity with the use of VM Ware creating
instances in Linux and Windows environments.
· Assist with and resolve 250-350 calls and emails per day using the State's incident
management system (currently Remedy).
· Create PowerShell scripts to move users in and out of AD groups for testing and
graduated rollout. Also used AD 2012 to help manage users by disabling accounts, setting
accounts expiration dates, and locking out accounts.
· Provide technical assistance to DHHS customers in support of NC FAST and the
interaction with the systems that interface with NC FAST, which may include the mainframe
systems that support social services program eligibility and benefit delivery/tracking
· Provide MAC/Windows 7 and 10 technical support to end users via telephone and
ticketing system.
· Interpret business requirements/user stories to create all-inclusive test case scenarios.
· Create test cases to meet functional, integration, system, regression and performance
test phases, and document test case results.
· Assist NC FAST users that include county, state and regional staff with operating and
system problems related to NC FAST functionality and performance.
· Create suitable test plans, manual test cases, reusable automated test scripts, regression
tests and test data, and execution of test sets.
· Prioritize and implement solutions to quickly close defects in order to verify that all NC
FAST software applications\reports are thoroughly tested, fully operational and free from
defects.
Technical Support · Provided desktop and software troubleshooting/administration working closely with
senior members of the department to learn and build their software, hardware, and
JBA International LLC troubleshooting skills/knowledge.
April 2016 – May 2016 · Provided full service/first contact resolution of technical problems in a fast paced,
team-orientated environment.
· Created/updated/closed incident tickets using Service-Now ticketing system.
· Completed Windows/Mac Migration that consisted of mobile phone support, network
drive mapping, network printer setup, and AD group policy permission configuration.
· Used Windows Server to provide domain services and allowed easy management of
users with AD 2008/12 and help manage users by providing features like; Account disabling,
setting accounts expiration dates, locking out accounts.
· Maintained accurate inventory of all desktop and printing equipment as assigned.
· Diligently and consistently followed departmental and organizational policies and
procedures.
· Performed out-of-the-box pc/laptop imaging via local network.
· Used Wireshark to perform network troubleshooting\analysis, by capturing data
traveling back and forth on networks for viewing to drill down and reading the content of
each packet to meet specific needs.

Caterpillar: Confidential Green

 Technical Support Site · Work independently with customers and vendors to resolve problems and implement
Technician solutions.
· Consult with customers in the design and implementation of customer architectures.
vXchnge · Assist the customer in the physical layout and installation of their equipment in
Apr 2007 – Oct 2022 vXchnge’s secure cabinets installing in-console updates using configuration manager
(SCCM) tool.
· Provide Tier 1/2 support to customers. Ensure customer installations are in accordance
with standard procedures and Service Level Agreements.
· Develop, maintain, and manage relationships with assigned customers.
· Respond to alarms in accordance with department procedures.
· Escalate issues quickly and efficiently to solve problems within vXchnge’s Service
Level Agreement requirements.
· Create\Modify\Resolve trouble tickets using Service-Now and NetSuite ticketing
systems when necessary. Maintain detailed logs and notebooks regarding customer
applications, security, and operational readiness.
· Assist the Systems Engineer and Account Representatives, when necessary, in the sales
process.
· Direct customer contact, explaining vXchnge operational structure and abilities,
product demonstrations.
· Provide Audio/Video support/monitoring using CCTV application and multiple
cameras installed throughout the facility.
· Manage facility support systems (HVAC, electrical, etc.) that sometimes require liaison
with the appropriate vendor.
· Assist Manager in maintaining Facility Maintenance Log and perform in-house
preventative maintenance work orders.
· Assist with installation and configuration of VMware ESX Servers used in conjunction
with a SAN (storage area network), connecting computer systems to high performance
storage subsystems providing extra storage for consolidation, improved reliability, and
disaster recovery.

Caterpillar: Confidential Green

 Technical Support · Provided prompt and courteous senior level technical support to both retailers and field
Lead/Senior Associate representatives regarding hardware and software needs for our internal software applications.
· Manage/Lead a Technical Support Team with daily tasks and escalated
CheckFreePay technical issues.
Nov 2004-Nov 2006 · Supported 1k+ desktops, 20+ servers for customers/field reps with software installations
& configuration.
· Maintained appropriate records required including problem determination, action taken,
computer utilization logs, and other data to ensure the highest level of service.
· Analyzed and developed innovative resolutions for complex problems involving
availability and/or performance at the component level; initiated a help line incident report,
took corrective action or sought assistance from systems programmer.
· Evaluated and conducted additional analysis of incident reports to identify recurring
problems; made recommendations to reduce incidents.
· Acted as a liaison between the internal software development team and retailers/field
representatives to ensure that expectations are being met.
· Provided continuous feedback between software developers and operations team on
issues and enchantments related to our internal software.
· Utilized configuration management (SCCM) tool to install in-console updates, manage
operating system images and installers, and deploy software updates as well as system
compliance (Patch Management).
· Provided QA test technician and ISP account management.
· Independently installed, tested, and implemented complex component-level changes
within the technology infrastructure and pre-configured Accupay terminals for distribution to
retailers/field representatives.
Customer Service · Operated Phone Support System.
Representative Level I · Resolved customer inquiries received via phone, email, or claim.
· Diagnosed, resolved, and communicated resolutions under direct supervision.
CheckFreePay · Delivered consistently excellent customer service over the phone and in writing,
May 2003-Nov 2004 navigating systems, procedures, and other resources to provide accurate and timely resolution
to customer inquiries.
· Documented problem resolution and customer contact.
· Researched and diagnosed customer disputes and identified the most efficient means to
resolve them to the satisfaction of the company, the sponsor, and the subscriber.
· Provided cross-training and support assistance to meet and exceed performance,
customer satisfaction, and service level goals.
· Provided follow-up as needed on customer inquiries to ensure resolution satisfies
customers and meets all internal expectations.
· Provided daily troubleshooting of PC, printer, Accupay terminal and CheckfreePay
(Win/DOS) applications.
· Documented all calls using call tracking system and assigned next level calls to proper
support team.
·

Caterpillar: Confidential Green

 ·

EDUCATION
North Carolina Central University 2016
BS Degree - Computer Science Durham, NC

Hardbarger Junior College-School of Business 1990

AS Degree - Computer Science Raleigh, NC

Caterpillar: Confidential Green