David Hall
NAMPA
Summary
Dynamic support technician with 25 years of diverse experience in desk-side, email/remote, and call center technical support, showcasing exceptional problem-solving skills and deep technical acumen. Proficient in managing, configuring, and troubleshooting network systems, with a strong emphasis on collaboration and results-driven performance. Expertise in network design, implementation, and maintenance is complemented by advanced troubleshooting techniques that ensure efficient resolution of complex technical issues. Reliable professional well-versed in network security protocols and infrastructure management, dedicated to optimizing system performance while adapting to evolving organizational needs.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Network Administrator
Dragon Networking
01.2024 - Current
- Configured and maintained network infrastructure, ensuring optimal performance and security.
- Monitored network traffic and identified potential issues to minimize downtime.
- Implemented backup solutions and disaster recovery plans to safeguard data integrity.
- Conducted regular system audits to ensure compliance with industry standards and security protocols.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Identified and immediately resolved issues with network devices.
- Implemented network security measures to minimize data loss.
Technical Support Team Manager: Apple Account
Teleperformance ASD
03.2003 - 08.2021
- Assisted technical agents with:
- Support questions for Apple iOS devices, Macs, and iCloud/Apple ID services
- Provide support/coaching on desktop and laptop hardware troubleshooting
- Software support details resolving compatibility issues and errors (BSOD, crashes, etc.)
- Hardware support involves diagnosing problem components and replacing as necessary
- Perform weekly audits on agents to ensure quality goals are being met
- Provided coaching/disciplinary action as needed based on agent performances
- Involved in helping other agents resolve issues using experience, knowledge, and technical skills
- Escalated wide spread issues and tracked problem resolutions using excel and email channels
Account Manager: Microsoft Business Productivity Services: Commerce account
Teleperformance ASD
11.2009 - 08.2010
- Project Manager phase:
- Planned, executed and finalized new account projects according to deadlines and within budget restrictions.
- Directed and managed project development from beginning to full production
- Helped to define project scope and deliverables between Microsoft and Teleperformance teams
- Effectively communicated project expectations to various ramp up teams and stakeholders in timely and clear fashion
- Delegated and tracked tasks and responsibilities for appropriate personnel as well as milestones, deliverables and timelines
- Developed and delivered progress reports, proposals, and presentations.
- Account Manager phase:
- Liaise with Teleperformance and Microsoft stakeholders and Operations teams in an ongoing basis.
- Develop and maintain a well-coordinated internal and external relationships with key decision makers, regularly reporting on account performance to Microsoft and Teleperformance
- Manage, escalate, and drive satisfactory resolution of client’s support, service and Teleperformance infrastructure issues.
- Manage and provide assistance in managing weekly and monthly KPI reporting
- Perform daily updates to financials and provide accurate reporting to Microsoft and Teleperformance.
Technical Support Engineer: Windstream account
Teleperformance ASD
Tamarac, FL
11.2009 - 08.2010
- Assisted clients with:
- Broadband DSL service issues including new service set up.
- Troubleshooting and resolving existing network connectivity issues for dynamic and static IP clients.
- Identifying and assisting with service interruption events for Tier 2 support.
Technical Support Team Manager: Gateway/Acer account
Teleperformance ASD
Tamarac, FL
03.2003 - 11.2009
- Assisted technical agents with:
- Support questions for Windows OS environments (95, 98, ME, 2000, XP, Vista) for all Gateway/Acer/Emachine equipment owners both individual consumers and high end businesses
- Provide support/coaching on desktop and laptop hardware troubleshooting
- Software support details resolving compatibility issues and errors (BSOD, crashes, etc.)
- Hardware support involves diagnosing problem components and replacing as necessary
- Perform weekly audits on agents to ensure quality goals are being met
- Provided coaching/disciplinary action as needed based on agent performances
- Involved in helping other agents resolve issues using experience, knowledge, and technical skills
- Escalated wide spread issues and tracked problem resolutions using excel and email channels
- Desktop Administrator
- Support multiple Windows OS (95, 98, ME, 2000, XP, Vista) for all Gateway/Acer/Emachine Consumers and Businesses.
- Provide support for both consumer and small business desktops and laptops
- Support is limited to phone support encompassing software and hardware issues
- Software support details resolving compatibility issues and errors (BSOD, crashes, etc.)
- Hardware support involves diagnosing problem components and replacing as necessary
- All performance metrics are met weekly and audit results are excellent
- Involved in helping other agents resolve issues using experience and knowledge
- Flexible team player; assisted where I was needed most in several roles
Education
AS - Cybersecurity
Southern New Hampshire University
01.2026
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ITT Technical Institute
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Miami Dade College
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Broward College
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McArthur High School
Skills
- Operating Systems:
- Windows 31, 95/98/2000/ME/XP, VISTA, Windows 7, MS-DOS
- Hardware:
- Gateway Notebooks and Desktop units (all models of Legacy/Direct/Retail), Acer Notebooks (Aspire, TravelMate, Extensa series) Acer Desktops, hard drives, RAM memory cards, CD/DVD drives, printers, scanners and monitors)
- Software:
- MS Office (Word, Excel, Access, Project, Outlook/Exchange, Outlook Express, Front Page), Internet Explorer, Adobe (Acrobat Pro/Reader), AS400
- Network support:
- Ethernet, T1 LAN, Cable modem, DSL/ADSL, Wireless B, Wireless G, home and office environments, router/switch/hub support, dial-up networking, TCP/IP/UDP protocols, proxy settings, Network Security, Firewall Management, IP addressing, Router configuration, Network systems installation
- Diagnostic utilities:
- ERD Commander, Windows Utilities (MSConfig, Event Viewer, Recovery Console, ScanReg) Hard Drive scan, memory, and benchmark/video test utilities
- Remote Assistance:
- Remote Desktop Connection (LogMeIn Rescue)
- Web browsers: Internet Explorer, Mozilla Firefox, Opera, Safari
- Spyware/Virus removal Symantec/Norton Antivirus, McAfee, Lavasoft AdAware, Kaspersky antivirus suites
- Technical support
- Hardware and software monitoring
Certification
Microsoft Certified Systems Engineer
VMware Certified Professional
CompTIA Server+
CompTIA Cloud+
Microsoft Certified Professional
CompTIA Network+
CompTIA Security+
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Network Administrator
Dragon Networking
01.2024 - Current
Account Manager: Microsoft Business Productivity Services: Commerce account
Teleperformance ASD
11.2009 - 08.2010
Technical Support Engineer: Windstream account
Teleperformance ASD
11.2009 - 08.2010
Technical Support Team Manager: Apple Account
Teleperformance ASD
03.2003 - 08.2021
Technical Support Team Manager: Gateway/Acer account
Teleperformance ASD
03.2003 - 11.2009
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ITT Technical Institute
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Miami Dade College
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Broward College
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McArthur High School
AS - Cybersecurity
Southern New Hampshire University