Drayfuss C. Garrett

Cell # 678-***-****

Email: accjd9@r.postjobfree.com

Objective: Hard working – self m otivated individual, seeking stable e mploy m ent with a diversified c o mpany.

Skills: Windows XP, 7 and 8 Microsoft Exchange VPN Re m ote Ac c ess Ad min

Microsoft Office Networking Testing/Troubleshooting Windows

7 OS Retail POS Technical Support

Help Desk Lotus Notes V Lookup

Computer Generated Solutions

May, 2013 Present

Technical Support

Provide first tier technical support.

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Take ownership for resolving clients’ support issues fro m case logging, through manage m ent of escalation and

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resolution.

Respond to custo m ers’ requests for technical support; apply understanding and knowledge of infor mation

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syste ms products and services to assist custo mers on technical matters. m ers solve difficult business

Help custo

issues.

Perfor m analysis and research to answer custo m er questions.

Maintain appropriate records and prepare reports

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as required.

Effectively use escalation procedures as necessary. Provide support for the retail store network and manage new

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projects/Installations.

Pinging re m ote hosts to ensure that the network co m munications are operating nor mal,

using routing /re mote access ad ministrative and IP c onfiguration tools.

Networking Client: AT&T. Assist in testing/troubleshooting N CR, IBM & Motorola POS e quip m ent (IBM

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POS registers 4800,4846,4851,4852,4961 N CR & Motorola Flatbed & Hand/RF scanners

4 686,7883,LS7808,DS6707,DS9808, IBM Monitors 4820's, Verifone & Ingenico Pinpads, APC & Tripp Lite

Battery Bac k ups & IBM Printers 4610(2CR,TG4,T14).

Proficient in the use of IBM and Toshiba’s Focal point, Callegro, Enterprise repair, Advance Exchange, RMA,

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Lotus notes, Tri mble, O CPM Lex, O CPM Cross & Motorola portal applications. Custo mers: Kohls, Dollar

General, LobLaw, Office Depot, Holister, Bed Bath & Beyond, Steve Madden, Abercro mbie and Talbots.

NCR

June,2012-May-2013

Field Resource Specialist

Provide support for Custo m er Engineers, m onitor and balance work orders of Retail & Financial Technicians /

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Custo mer Engineers.

Assign work orders based on the Engineers ge ographical areas.

De m onstrates a strong sense of ownership and a

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c o m mitment to achieving m eaningful results.

This role reports to the Retail and Financial Tea m

Leader/Territory Manager.

C o m municate with Retail & Financial Tea m Leader and Territory Managers on a daily basis to help support

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SLA perfor mances. Reassigning or rescheduling resources as needed throughout the day.

Take initiative to resolve issues and proactively uses data and knowledge to mini mize the potential for proble ms.

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Resolved exc eptions that have be en escalated, which will cause a work order to e xc e ed specific c ontractual

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response time or fix time.

Ensures timely closures of work orders are m et. Custo m ers: Wells Fargo, SunTrust, Best Bank, Chase, Bank Of

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A m erica, Wal Mart, Sa m s’ Club,Target, Ho m e Depot, Lowes, Dunkin Donuts and Dollar Tree.

January, 2010 June,2012

S yste ms Support Team/Entertainment (BB X/DollarTree ) Ac c ount Support

Provides technical support and proactive call manage m ent support for N CR’s Blockbuster Express Kiosks.

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Troubleshoot, repair, maintain/monitor network issues and escalate support incidents.

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Maintains SLA on all owned cases.

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Maintains Quality cases with mini mal mistakes.

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Provides solutions for escalated, c o mplex technical issues, configurations, administration, and syste m

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perfor mance c oncerns.

Provides e xc eptional custo mer service during calls with custo mers.

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Attend vendor and custo mer m e etings when required; ensure that the custo mer uses the proper primary

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escalation c ontacts/processes within Services.

Provide infor mation to the Logistics Analyst for account specific Parts Plans. Custo mizes knowledge

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application features such as navigational views.

Manage new and recent installation projects.

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Proficient in the use of NCR’s GEMs, VPN/Re m ote Ac c ess, Routing and Re m ote A cc ess administrative tools,

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IP C onfiguration Tool, Outlook Exchange, Gasper S yste ms, D1,Re m edy, Axeda, and Quick Base Applications.

REFEREN CES:

Dwight Jones

Executive Service Director N CR

678-***-****

Cassandra Watts

Assistant Territory Manager N CR

770-***-****

EDUCATION:

Ge orgia Pied mont Technical C olle ge

Oracle Database Ad ministrative

Technical C olle ge

C ertification: HVA C

M inor: C o mputer Tech

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