Mack McNeely

509 Delmar St APT 604
Midland, TX, 79703
bootninja@bootsbunker.net
(432) 416 - 2545

Image laptops and preload software for new hires
Map network folders and printers
Troubleshoot hardware and software issues to minimize downtime
Set up Mobile Device Management on Iphone and Android phones
Provide customer education for software and webapps
Maintain inventory list to keep track of computer hardware issued to customers
Used Active Directory, SCCM, and Ivanti Landesk to manage inventory
Provide excellent customer service to support 200-300 office and field users
As needed, log into helpdesk to assist with high call volume
Participated in On-Call rotation after hours and on weekends
Perform Warranty repair on Dell, HP laptops and desktops
Program Konica Minolta Printers for network print, and SMTP Scan to Email/LDAP lookup

Audit, unboxing, staging hardware, and setup up workstations, VoIP phones, peripherals, etc
Train users on logging into zScaler VPN, Citrix, O365
Configuring Citrix to access local drives and peripherals mapping network drives
Configuring network printers/postage machines/check scanners including SMTP settings
Setting up VoIP phones for users and assisting with login installing approved local software as needed>
Troubleshoot any issues that crop up after go-live
Facilitate user interactions with HUB Help Desk and handle any expense reports that pertain to Tech Su>
Coordinate and supervise 3-5 3rd party technicians and ensure they are performing at peak levels
Act as liaison between HUB Project Director and site.
Perform site assessments in preparation for network cutover and site integrations

Local IT contact for 10-12 sites for GE Oil & Gas which became Baker Hughes
Perform warranty repairs on Dell, Lenovo and HP laptops
Image new and faulty hardware using WinPE
Handle data transfer from old computer (if applicable) using proprietary software and robocopy
Ship back end of life computers for e-Waste in a timely fashion
Troubleshoot Windows 7/10, O365, network printing, MDM, VPN, SCCM, and hardware issues, and provide remote support via LogMeIn Rescue
Configure Ricoh, Xerox, Toshiba, HP network printers
Set up SMTP and LDAP for scan to email in network printers
Add/remove/edit computers in Active Directory
Add groups to users/computers in Active Directory
Assist remote network team with hands/feet support
Racking / unracking switches, routers, toning ethernet cable runs, reterminating rj-45
Configure MDM for mobile devices
Complete workorders in ServiceNow and ServiceDesk systems and meet SLA

Developed and supervised 10-14 Field Service Professionals through training, ride-a-longs and coachings.
Audit FSP schedules to find errors or oversights that might negatively affect customer experience.
Contact customers who leave low survey scores for FSP visits to resolve customer dissatisfaction.
Disseminate information to FSPs via email and telephone.
Conduct weekly team conference calls and monthly in person team meetings.
Approve overtime to meet company guidelines for priority service.
Approve weekly timecards.

Self-dispatch out of my home to service customer accounts in a timely fashion
Maintain an accurate time clock and when necessary pick up extra work to keep myself busy during slow periods
Keep track of equipment and tools required to install/service security systems and promptly send in required counts/audits as requested by management
Maintain Fleet Vehicle and promptly schedule required service
Upsell Additional Products and services to customers while onsite

Design and code pages for the seasonal special sections of the paper
Write code in HTML, CSS, configure WordPress CMS
Create and modify perl and PHP scripts for enhanced site functionality
Assist advertisers for autos.lubbockonline.com in connecting their inventory databases to the site.
Place stories from the print edition of the paper online

BA, English Literature and Language - Texas Tech University (12/2006)
Minor in philosophy and coursework in Computer Science