1. Lord McArthur
3512 Ephraim McDowell Drive #2
Louisville, KY 40205
(502) 510-8787 Cell
(502) 742-7122 Home
(502) 510-8798 Messages Only
lordmcarthur@hotmail.com
Professional Highlights
• 24 years of IT, Help Desk and Computer Technology Experience
• A.A.S in Communications with minor in Computer Technology, MS Gulf Coast Comm. College
• Attending U of L obtaining Bachelor’s Degree in Communication/Computer Sciences.
• Certification as Tier I, II, III Technical Support Analyst, Wireless Networking Internet Expert PC and
Mac, Call Center Manager and Windows 7 and 8 Specialist.
• Knowledge of Windows, SQL, Unix, Microsoft Crystal Reports, Active Directory, Adobe, PeopleSoft
Lotus Notes and other systems, software and hardware.
Experience
Member Services Representative 04-2015 to Present
Teleperformance *****Employee of the Month Recipient*****
• Answer inbound sales calls from individual customers
• Promote and offer products and services by consulting and evaluating customer needs
• Accurately process orders per specified guidelines and polices
• Meet and exceed individual quotas, team sales goals and all performance metrics
• Builds excellent rapport & confidence with all customers while identifying their needs
• Negotiate customers’ requests, changes of service, and billing arrangements
• Responsible for all customer inquiries
• Follow up to customer inquiries by taking specific action in a timely manner
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment
• Participates in additional training courses when needed
• Performs other related duties and assignments as required
• Exercise retention efforts when appropriate
• Processing Credit card payments
Helpdesk/PC Field Tech/Network and Infrastructure Support 01-2015 to 3-2015

2. Pomeroy Staffing Services-----Commonwealth of Kentucky-----Temporary assignment
• Configure Routers and Switches
• Setup and Configure servers
• Desk-side and phone support for users
• Document calls and repairs
• Trouble-shoot network connectivity and permissions issues
• Trouble-shoot NT Workstation and configuration
• Install, configure, trouble-shoot network printers and other devices
Design, implement, configures, and maintain the organization's internal network (e.g. routers, switch, Fiber, T1,
and cable).
• Established Secure VPN connection with remote office and external clients' networks.
• Performs system backups on its internal and external network servers.
• Designed, implemented, and supported internal server system(s) and supporting software.
• Exchange 2010 administrator.
• Responsible for the management and support of organization's Blackberry & Smart Phones.
• Coordinated, planned, and performed the responsibilities for physical re-location IT infrastructure of the SAI
Systems' Corporate HQ.
• Researched, Designed, and installed SAI Systems VoIP System (converted from outdated POTs/PBX).
• Responsible for SAI Systems' third party vendor accounts (AT&T, T-Mobile, etc.).
• Provide Desktop Support for Internal Users and improve delivery of service to end users
Lead & PC1 Technician August-2014 to October-2014
Tek Systems---Kohl’s Pin Pad Installation/T-Mobile
• Managed the team of 3 techs, helped resolve any issues with Remote Support.
• Worked on completing pin pads.
• Made sure all paperwork is completed in its entirety and sent to customer and the project team daily at
the end of each day.
• Talked with the POC if there are any seasonal kiosk that need pin pads replaced. Inventoried pin pads.
• Worked to get the pin pads replaced and old pin pads boxed and shipped to designated area.
• Filled out paperwork and make sure all paperwork is completed to be sent daily to customer project
team. I performed next day check up with company managers to assure satisfaction.
Pomeroy Staffing Inc.—U of L Physicians Group, Louisville, KY March-2014 to July-2014
Service Desk Support Specialist
• Provided helpdesk support and resolved issues to end user satisfaction.
• Monitored and responded quickly and effectively to request received through IT desk.
• Modified configurations.
• Documented internal procedures.
• Assisted with onboarding of new users.
• Maintained inventory of equipment, software and software licenses.
• Managed PC setup using hardware, images and software such as MS Active Directory, MS Group
Policy, MS File Services, MS Print Services.

3. • Preformed software upgrades.
Smart IT Staffing, Inc. Temp assignment (WellPoint/NGS) May 22, 2013 to August 21, 2013
EDI Helpdesk Support Technician
• Provided process support to users of NGS''s electronic data interchange transaction processes by direct
contact or indirect methods. Essential duties included, but was not limited to:
• Responded to EDI inquiries and/or requests for assistance from customers and peers.
• Processed new clients from the security database, including assigning security levels and passwords, and
communicating same.
• Identified, investigated and researched questions and problems and resolved "on-the-spot", called back
or referred to other associates for assistance as needed.
• Stayed current on updates to software in use, changed in electronic file formats, or changed in
regulations that impact the exchange of data.
• Participated in release testing for standard systems. Assisted in department initiatives to improve
performance, produced reports, and introduced system enhancements.
• Performed other duties as assigned.
Papa John’s USA Inc. February 2010 to June 2013
Ecommerce Associate Analyst/Operations Call Center Analyst
• Provide support concerning issues, problems or questions that arise with the online systems.
• Answer, evaluate and prioritize incoming telephone calls, voice mail and e-mail while ensuring
customer satisfaction levels are being obtained.
• Interviewing customers to gather information about the problem and, if possible, leading the user
through diagnostic procedures to determine the problem and resolution concerning both store systems
and online systems.
• Provide assistance to customers with respect to online ordering service and Customer Opportunities.
• Communicate any issue that impacts a store or online operation to your lead/supervisor and/or
Restaurant Owner/Operator on the contact list.
• Logging every call using a Customer Relationship Database (CRM) for tracking purposes.
• Provide level one (1) support to our customers, while referring more complex issues to level two (2) for
resolution.
• Communicate with Lead Analyst or Supervisor on any concerns that hinder me from resolving the
customer’s issues in a timely manner.
• Work related task or projects assigned by management.
• Perform order entry duties related to web-assisted orders along with customer follow-up.
• Assist online orders as needed by routing them to the correct restaurant.

4. • Investigate online ordering issues, assist as needed, and log problems identified by customers of the
company.
• Monitor online orders and assist customers with any problems they may be experiencing related to the
order process.
Advantage Resourcing (Hewlett Packard) CVS Stores (June 2010 to Aug 2010)
Data Conversion Technician
• Performs conversion of complex customer’s databases from various formats and imports data into
Hewlett Packard database.
• Work on individually assigned conversion projects.
• Extract and analyze the incoming data.
• Manipulate the data using specialized tools to achieve the desired content and format for further import
into HP database.
• Resolution of data issues.
• Operating System and third party software installation, upgrades and maintenance
• Installation of hardware and software
• Maintenance and setup of file systems
• Resolve software problems with operating systems or third party products
• File System and Database Backups/restores (Netbackup and TSM knowledge)
• Organize and manage hardware repairs
• Performance Monitoring and system security
• Configuration management
• Storage management, system recover, network communications, and performance management
• Boot Process, GRUB/LILO, File Systems, Network device and protocol configuration, Performance
Management/Troubleshooting, Base Operating System Install, and TCP/IP Concepts, Server Hardware
(RAID, SAN, Fault Isolation, x86, SCSI), Services (SSH, DNS, DHCP)
• Migrated from Linux to MySQL database
• Setup the Kronos/Stromberg Time and Attendance
• Installed and trained employees on how to backup using Server 2008, Databases, Storage, including
SAN and NAS environments
McEnterprise Feb 2009 to Aug 2010
Network/Systems Administration Consultant
• Network administration (including backup, security management, user account management, e-mail
systems including e-mail web server, internet access, office systems and applications support).
• Supports server, network and desktop hardware, software and applications.
• Performs technology needs analysis.
• Rolls out hardware and software to ensure optimal deployment of resources.
• Plans, implements, and supports the network and computing infrastructure plan.

5. • Manages small to medium sized projects according to agreed upon budgets and schedules.
• Assists with technology planning through ongoing research.
• Monitored entire EDI system consisting of 64 trading partners and 109 maps written in house using
PO(850), POA(855), ASN(856), FA(997), INVOICES(810), RA(820),812(CD),846(IA) etc for
customers on board like IBM, McAfee, Juniper, HP, Cisco
• Set up FTP connection to Sterling Commerce and a file system mailbox for our AS/2 system and
Implemented AS/2 trading relationships using Trailblazer software.
• Handled all Electronic Data Interchange (EDI) functions for the national offices. Created user files on an
AS /2 to be used in the EDI translation software, leading to the accurate receipt and transmittal of EDI
documents.
Heartland Payment Systems 10/06 to February 2009
Customer Support Advocate
• Provided second tier support of Intelligent Network products developed on the Sun Solaris 7/8 platform.
Worked as part of a 24-hour technical support group responding to UNIX based hardware and software
systems support issues in North America. Responsible for providing telephone support and
troubleshooting to end-users using various web-based UNIX commands such as grep, ping, trace route,
and nslookup. Utilized the user database via telnet into a Sun Solaris environment. Ranking at the top of
my team; always excelling and aspiring to learn new things. Maintain average call statistics of 99.9%
accuracy. Managed Technical Support/Internal Consulting function and provided 3rd level support.
• Administered Netware 4.11 server with users running WIN2000/2003/Linux/Unix Servers
• Participated in the integration of 2 Wide Area Networks and E-Mail systems
• Provided internal support for external customer and desk side support for internal customers.
• Orchestrated Router training and demonstrations.
Bank of America 06/05 to 10/06
Level II Software/Hardware Support Technician
• Trouble Shooted LAN and WAN Networks for Yum Brand Locations.
• Responsible for providing telephone support and e-mail support to our business customers with T-1,
ISDN-128, ISDN-56, ADSL, SDSL, and networked offices using a Web Ramp that has two internal 56k
Dial-Up modems. Primarily Telephonic Helpdesk Software and Hardware Technical Support Some
Hands-on Support Configured and Repaired PC Based Networks of Various Topologies TCP/IP &
Netbui 10BaseT
• Windows NT Server, NT Workstation and Novel Netware Peer-to-Peer Networking
• Proprietary Software Configuration, Windows OS Configuration, MS Access Database Management
and Repair
• Prioritized, Triaged, and Escalated Support and Helpdesk Calls/E-mails/Faxes/Web Form Submissions
to Ensure the Fastest Processing and Most Efficient Support Possible
Charter Communications 11/01-11/05
Level II Software/Hardware Support Technician

6. Lead Desktop Support Technician for 1000+ users in a Windows NT4.0/2000 multi-domain Mixed Mode
Network utilizing Remedy Action Request System for Trouble Ticket Management. Hands-on daily tasks
including:
• Network connectivity troubleshooting TCP/IP 10/100BaseT network using Cisco and Cabletron Routers
Supporting both Desktop and Laptop PCs using standard 10/100BaseT PCI and PCMCIA NICs from
3Com, Xircom, and Viking as well as internal and external modems from 3Com, Xircom, Conexant,
Zoom and others
• Remote access configuration for desktop and laptop PCs using Windows Dial-up Networking, Nortel
Extranet Access Client VPN, and direct VPN network access via Cable and DSL dedicated connections
• Install and configure network and local printers using Windows NT print queues and TCP/IP protocol
supporting HP, Lexmark, Toshiba and Tektronix b/w and color printers
• Configure all standard PC peripherals PCI, PCMCIA, PS2, Serial, Parallel, USB, FireWire, & SCSI
Scanners, Memory Sticks, Zip/Jazz/Tape/External Hard Drives, Card Scanners