Project Manager Customer Service

Christopher Patrick Cobb

**** ********* ***** ( Marietta, GA ( 912-***-**** (

****************@*****.***

Career Objectives

0. Looking to further my career with new challenges in the IT field.

0. Consistently recognized for technical troubleshooting skills used to

rapidly and cost-effectively resolve challenging technical issues.

0. Quickly learn and master new technology; equally successful in both

team and self-directed settings; and proficient in a range of computer

systems, tools and testing methodologies.

Education

Armstrong Atlantic State University- Savannah, GA

Associates Degree, Political Science Major, Computer Science Minor ( GPA:

3.0/4.0

Concurrent Employment with College Studies:

0. Student Helpdesk Technician (2001 to 2007): Provide

networking/desktop/printer support. Earned commendations for teamwork,

flexibility and work excellence in providing IT support to students

and faculty.

0. Writer, Inkwell Student Newspaper (2004 to 2005): Wrote political and

computer articles for the weekly student newspaper.

Technology Summary

Certificatio Nearing completion of CompTia A+

ns:

Systems: Windows 9X/NT/2000/XP/2K3/7, Novell NetWare

Databases: Oracle, Microsoft Active Directory, Avaya, Sharepoint

Languages: HTML, Java

Software: MS Visio, MS Office 2003/2007, Ghost and Acronis Imaging Software

IT Experience

University of Phoenix Savannah Campus - Savannah, GA

0. Computer Systems Administrator, (2007 to 2010) handled technical

troubleshooting within an enterprise environment, including system

crashes, slow-downs and data recoveries. Engaged and tracked Priority

1-5 issues, with responsibility for the timely documentation,

escalation (if appropriate), resolution and closure of trouble

tickets. Imaged and configured new desktops and laptops for company

use, project manager for campus expansion project, managed re-cabling

of network/server room

Selected Contributions:

0. Researched and developed knowledge-base articles for company

network/software issues, resulting in an increase in first-call-

resolutions.

0. Exceeded issue-resolution targets and achieved exemplary customer

satisfaction scores, consistently scoring between 90%-95% on all

tickets.

Handled multiple tickets daily and consistently met high SLA service

standards.

Labeled all campus computer assets using bar codes and a hand held scanner

to more accurate inventory numbers and tracking of campus assets.

New customer service initiatives established such as complimentary

computer/monitor cleaning and welcome sheets for new employees.

Consistently excelled in obtaining professional development hours.

Armstrong Atlantic State University - Savannah, GA

0. Student Lab Technician, (2001 to 2007) Assisted students, staff, and

faculty with various computer and printing issues. Handled phone

calls needing support, as well as hands on support in and around the

lab.

Selected Contributions:

0. Assisted with set up and tear down of campus equipment.

0. Used "Ghost" to image campus computers.

Handled multiple tickets daily and consistently met high service standards.

Did many hardware changes such as installing new hard drives, memory, and

CD drives.

Available for Relocation & Travel

References Available Upon Request

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