CLAY

CLARK
Charlotte, NC ⧫ [email protected] ⧫980-226-4589

P
rofessional Pro ile
Dynamic and highly mo vated IT professional with over 15 years of industry experience in customer service,
business opera ons, and computer solu ons. Proven track record of consistently mee ng ght deadlines and
implemen ng cu ng edge technologies for technical computer systems. Characterized as an outstanding
problem-solver with the ability to interface with all levels of technical and customers, staff, and management.
Familiar with a vast array of office management and computer literate while quickly assimila ng into established
execu ve teams. Well-organized, dependable, and a fast learner who can run new business applica ons, learn new
ideas, and design new solu ons. Strong leadership skills with the ability to provide advice and devising solu ons on
technical issues. Equipped with an excellent work ethic, strong sense of responsibility, and a commendable track
record of leading business ac vi es.

AREAS OF EXPERTISE
Network Architecture Business Process Analysis Business Workflow Planning
Hardware and So ware Support Team Building and Leadership Employee Training and Development
Network and System Administra on Client Rela ons and Nego a ons Strategic Analysis and Tac cal
Windows and Linux Systems Quality and Process Improvement Planning
Call Center Project Management Problem Solving and Conflict
Resolu on

PROFESSIONAL EXPERIENCE

SMB Avast Technical Support Manager, Avast So ware ⧫ Charlo e, NC May 2015 – Present
● Manage the phone, cke ng, email, and remote technical support to the company’s customers and business
partners.
● Work closely with team members and Sales Engineers to iden fy bugs and report issues using internal systems.
● Oversee and accomplish in a high-energy role opera ng in a fast pace environment with ever changing variables.
● Deliver clear and understandable service value for customers by an cipa ng and adap ng to their changing
needs.
● Collaborate with QAs, Sales, VirusLab, and Project Management to solve customer problems in a mely manner.
● Proven ability to recognize when escala on is necessary. Escalate cases properly through established procedures.
● Remain current and updated on new developments and changes through ongoing circular, e-mail, and manual
review.
● Lead opera ons to a ract, develop, and retain key talent for building and maintaining a world-class global
support team.
● Supervise daily global support center opera ons and ensure the team is delivering excep onal customer service,
while a aining customer experience strategy and goals. Lead and create support policy, procedures, and SLA’s.
● Provide exper se on-line web tool, computerized database, manuals, circulars or internal resources for
informa on on resolu on procedures. Coordinate with members of the technical support team, sales team, and
other departments.
● Communicate job and performance expecta ons; plan, monitor, appraise, and review job contribu ons and
enforce policies and procedures. Responsible for developing and crea ng training programs and material for
staff.
● Interact with clients as an SME who can ar culate the organiza on’s capabili es and solu ons, as well as the
unwavering commitment to excellent service. Solve complex technical issues effec vely within melines and
SLA’s.
Technical Support Manager, Caronet ⧫ Charlo e, NC September 2014 – August 2015
● Managed and developed support teams, including: hiring, professional development, and proac ve project
work.
● Developed and implemented prac ces measuring the effec veness and performance of the technical support
func on.
● Kept all applicants, client, and company proprietary informa on confiden al within the Tier 1 and Tier 2 support
units.
● Assisted in developing cket escala on processes to ensure free flowing escala on and informa on within the
company.
● Worked with the engineering team to implement formal feedback mechanisms for incidents, causes, and
resolu ons.
● Led in the con nual process improvement to services offered and implementa on of IT savings where applicable.
● Designed, developed, and implemented processes, systems, and technology to support and enhance the
technical support func on, including workflow and incident management. Scheduled employees working mes
as needed.
● Trained, coached, and mentored IT Specialists including career development. Collaborated with the support,
sales, engineering organiza ons, and directly with the customer base on cri cal escala ons and call resolu on.
● Provided expert advice to all support staff in the resolu on of incidents, nego a on with customers, and service
teams in order to resolve issues. Oversaw and managed ac vi es and built training materials for support staff.

Linux / Microso Admin, Caronet Engineered Hos ng ⧫ Charlo e, NC June 2014 – September 2014
● Led opera ons and collaborated with business units to meet data requirements while delivering technical
solu ons.
● Provided outstanding leadership with Network Equipment (Routers, Switches, Firewalls, and Load Balancers),
Servers (Wintel/Linux), Virtual Machines, Voice and Data Circuits, and other network and customer service
needs.
● Monitored system components and responded quickly to service request and issues. Was responsible for se ng
up bridge for maintenance coordina on and served as the focal point for status on the progress of the resolu on
effort.
● Served as high-level technical support person for escala on of issues that required a en on for network
systems.
● Created and updated documenta on, maintained hardware and so ware standards, and improved Linux
systems.
● Used exper se in handling technical issues; led and well-versed with advanced administra on of Microso
systems.

Informa on Technology Analyst, Central Piedmont Community College ⧫ Charlo e, NC February 2013 – February
2014
● Responded to inquiries, assistance, and requests from users for college’s computer systems or personal
computers.
● Provided first and second-level support to users not limited from working at other levels of the support model as
needed. Installed, configured, troubleshoot, and maintained user’s hardware, so ware, and network devices.
● Iden fied problems, troubleshoot, and provided solu ons to assist users. Coordinated with other units within ITS
to resolve problems. Maintained a broad knowledge of technology, equipment, and systems within field of work.
● Reported in weekly mee ngs to the management on metrics related to cket incidents and root cause analysis.
● Documented, tracked, and monitored both incidents and problems to ensure mely resolu ons. Provided Tier I
contact and incident resolu on to customers with hardware, so ware, network, and other applica on problems.
● Iden fied and resolved incidents on a wide range of technical issues. Documented status in internal database.
● Demonstrated ability with working knowledge of computers, printers, laptops, and common Windows
applica ons.
Computer Technician / SOHO Network Engineer, In Your Time Computers ⧫ Ocala, FL February 2002 – December
2013
● Led in administra on and managing eConnect remotely to clients to provide all security and so ware requests.
● Provided training to clients and maintained and installed SOHO network solu ons to meet all the customer’s
need.
● Ensured hardware and so ware assets were tracked per best prac ces and inventory was managed efficiently.
● Reviewed survey feedback to improve services, tools, and support experience. Completed other du es as
assigned.
● Managed support opera ons to ensure the delivery of services to end users, partners, and ensure adherence to
SLA's.
● Experienced in recommending and performing network and system upgrades on computers to ensure longevity.
● Demonstrated outstanding end-user management—understanding and closing all the escalated computer issues.
● Reviewed, analyzed, and iden fied all solu ons, provided mely troubleshoo ng, and mul -tasked effec vely.

CERTIFICATES & TRAINING

EDUCATION
Bachelor's Degree, Bachelor of Science in Industrial Technology ⧫ East Carolina University
Associate's Degree, Computer Technology Integra on ⧫ Central Piedmont Community College
Diploma in Network Administra on ⧫ Central Piedmont Community College

COMPUTER SKILLS
Microso Office (Word, Excel, PowerPoint, Outlook), VMware Worksta on, Citrix, Linux, IaaS, and SaaS