John D. Arrington

404-***-**** - mobile

acfjxv@r.postjobfree.com

Professional Summary:

Help Desk experience in the following Industries: Travel/Travel Agency,

Telecommunications, Wireless Cell/Data, IT Computer Software & Hardware,

Health Care, Energy Provider, Mass Retailer, Life Insurance & Investments

Industries.

Areas of Expertise:

. Troubleshooting & Issue Resolution

. End-user Training & Support

. Root Cause Analyst

. Client Relationship Management

. Rapid Ticket Response Times

. Detailed Documentation

Technical Proficiencies:

Certifications: Microsoft Certified Professional (MCP-XP)

Platforms: Windows XP/Vista/Windows 7, IBM AS/400

Hardware: DELL, HP/Compaq/IBM desktops and notebooks, printers,

scanners, digital projectors

Applications: Microsoft Office suites 2003/2007/2010, Cisco Telephony,

Symantec Endpoint Protection, Remedy IT Incident

Management, Right Answers, Outlook Exchange, Lotus Notes,HP Service Manager, Knowledge Base, SAP Business

Management

Work Experience:

New York Life Insurance Company 5965 Cabot Pkwy, Alpharetta,

GA 30005 908-***-****

(Contracting with Belcan Tech Services)

Technology Service Center Representative

March 2012 to Jan. 2014

. Identify, diagnose, and solve common problems. Transfer complex IT

problems reported by internal NYL customers to Tier 2/3 Support

Specialist.

. Adhere to the NYL problem management policies and procedures to

include: collecting all appropriate information about the customer

reporting the problem and the symptoms of the problem.

. Prioritizes the problem based on the business impact, log the problem

in the TPM database/Remedy, document its solution, and track its

status if transferred to other levels of support.

. Display the highest quality of customer service, communication and

interpersonal skills, when interacting with customers to review status

of reported problems and follow-up on unresolved problems.

. Possess strong organizational knowledge of the SRC, and expert teams

within the SRC.

. Basic knowledge of Rumba, go2assist, Outlook Exchange, Lotus Notes,

AS400 Mainframe operating systems and products, Legacy Systems Intra-

Net and Inter-Net infrastructure and Expert Advisor.

. Basic understanding of the NYL technical infrastructure to include

mainframe and distributed platforms

. Work internal Incident and Work Order queues

. WebEx Administer. Setup and admin of accounts for Corporate Employees

The Home Depot 2455 Paces Ferry Rd, Atlanta GA

30339 770-***-****

(Contracted with Kforce)

Desktop Support Specialist October

2011 to Feb. 2012

. Central point of contact for all end users for The Home Depot

Corporate Headquarters Information Technology.

. Responds to telephone calls document system problems and service

requests into tracking system (HPSM).

. Identifies, researches, and resolves technical tier 1 problems and

dispatches to tier 2/3 problems to appropriate staff and/or

department.

. Document and track requests for IT hardware, software, service, moves,

add, and changes in tracking system (HPSM).

. Relies on instructions and pre-established guidelines to perform job.

. Resolve production problems to ensure systems stability and

reliability.

. Blackberry activation queue. Activating new corporate Blackberries.

Puget Sound Energy 9511 Willows Road NE, Redmond, WA

98052, 425-***-****

(Contracted with Aerotek)

Technical Center Analyst July 2010 to

Nov. 2010

. Central point of contact for all end users to Information Technology.

. Responds to telephone calls, emails, voice mails and personnel

requests to document system problems and service requests into

tracking system (Remedy).

. Identifies, researches, and resolves technical tier 1 problems and

dispatches tier 2 problems to appropriate staff and/or department.

. Document and track requests for IT hardware, software, service, moves,

add, and changes in tracking system (Remedy).

. Relies on instructions and pre-established guidelines to perform job.

. Resolve production problems to ensure systems stability and

reliability.

Group Health Cooperative 12401 E Marginal Way S, Tukwila, WA

98168, 206-***-****

(Contracted with Pace Staffing)

Help Desk Analyst Aug. 2009 to

Nov 2009

. Help Desk provides 1st and 2nd level tech support for GH's suite of

hardware, software, clinical applications and telecom (Data and

Voice).

. Prepares clear documentation in response to requests for

information, providing technical solutions, analyzing trends and

decisions as to when third level escalation is required which

includes vendors when necessary.

. Responsible for Incident and Problem management to meet our Service

Level Agreements with GH customers.

. Represented Help Desk in project meetings regarding technical

advancements of GH systems.

. Recognized potential failures and notifies third level support to

prevent downtimes, and notifies internal customers and ISD

leadership of system availability.

. Responsible for coordination with other ISD groups to ensure

documentation is updated.

. Provided monthly reports for IS departments and Customer

departments on trend analysis, down time analysis, and adhoc

reports for other departments.

Dell USA L.P. (call center closed) 851 Poleline Road, Twin

Falls, ID 83301, 208-***-****

Dell Commercial Premium Support - Technical Specialist April

2007 - Aug. 2009

. Provide troubleshooting, assistance and technical resolutions

via telephone, to our external customers who have purchased a

GOLD/PRO SUPPORT contract and are experiencing technical issues

with their Dell Desktop, Portable and Workstation systems.

. Perform problem investigation and research to resolve system

related issues: Search databases containing records of problems,

symptoms & solutions.

. Consult vendor documentation and information systems for

symptoms & solutions. Consult internal resources, the L2 Gold

Technical Support Analyst (GTSA) for complex technical issues

and the Technical Account Manager (TAM) for customer

escalations.

. Take appropriate actions to resolve customer issues, including

parts/service dispatch, seamless support with third party

service providers, escalate to appropriate groups for fee-based

support or off-line investigation.

. Provide comprehensive documentation of problems and solutions

using appropriate information systems. (DELLSERV/ DELTA) Provide

telephone follow-up with customers to verify effective problem

resolution and customer satisfaction. Attend all required

training as provided by the training department and any vitality

training as deemed necessary by GTS.Maintain/enhance skill

levels according to technology trends in the supported

marketplace.

A Happy Camper, 1848 Addison Ave. E, Twin Falls, ID

83301, 208-***-****

Retail Sales Clerk (part-time) Dec.

2005 - Mar. 2007

. Retail Sales of Hiking and Camping Equipment

Wireless Data Services Global 3933 Lake Washington Blvd

NE Ste. #200,

Kirkland, WA 98033, (425)

307-3000

(Contracted with COMSYS 02/05 - 06/05, full-time employee 06/05 - 07/05)

Support Technician Feb. 2005 -

July 2005

. Perform Tier II/Tier III cellular data connectivity support for

Verizon Wireless.

. Maintain current customer service levels by efficiently answering

and troubleshooting telephone queue on mobile data problems in

accordance with targets defined by team leads and procedures.

. Support includes all wireless data and setup (email & internet) and

sync functionality for fixed data transference between PDA's and

laptop/desktops.

. Devices include all smart phones and PDA's sold by Verizon (Pocket

PC's, Palm One Treo, Blackberry's) also PC Cards and Mobile office

kits as standalone devices or connected to PDA's, laptops, and

desktops using USB cable, Bluetooth and Infrared connections. "Best

effort" required for setup or devices not supported by Verizon

. Accurately log all call information in Remedy Help Ticket System.

. To aid self-development by familiarization with all applicable

wireless data products; after initial intensive training,

responsible for own learning process on data cards, phones,

connectivity equipment, network services, computer hardware,

forthcoming products and services and communications software.

. Responsible for testing and knowledge gathering to facilitate

higher knowledge levels and maintains key marketing advantage,

including creation of Knowledge base

Chase Bank (formerly WAMU) 18925 Bothell Way NE, Bothell, WA 98011,

866-***-****

Telephone Banking Specialist Oct.

2004 - Feb. 2005

. Acted as a primary point of contact for customers via the telephone

or computer.

. Answered incoming customer service inquires and provided prompt

responses regarding their accounts.

. Explained the benefits of Washington Mutual products and services

to both new and existing customers and upgraded existing accounts,

as appropriate.

The Biltmore Estate 1 North Pack Square, Asheville,

NC 28801, 828-***-****

Reservations Sales & Customer Service Sept. 2003 -

May 2004

. Reservation Sales and Information for the estate and four-star

hotel property.

. Inn on Biltmore Estate - Guest Services

Tns Inc. (formerly VeriSign Services) 4501 Intelco Loop SE,

Olympia, WA 98503 360-***-****

Engineer II - Quality Assurance Sept. 2000 --

May 2002

. Developed and applied quality standards to new and existing company

products.

. Responsible for all software test plans, cases and results.

. Analyzed and wrote test standards and procedures.

. Designed and implemented cost-effective methods of testing.

. Performed workflow analysis and recommended improvements to future

configurations.

. Implemented Remedy Help Ticket System into Information Technology

Division of the Company.

. Member of perspective employee interview panel.

Interval International, 6262 Sunset Dr., Miami,

FL 33176, 305-***-****

Quality Assurance Analyst Jan. 2000 --

May 2000

. Responsible for all software test plans, cases and results.

. Analyzed and wrote test standards and procedures.

. Performed unit integration testing and reproduced errors.

. Tracking and communication of issues with Outlook and Word/Excel

documents.

. Validation of AS/400 database.

. Wrote technical internal and external documentation and

specifications.

Royal Caribbean International, 1050 Caribbean Way, Miami, FL

33132, 305-***-****

(Contracted with Resources Technologies)

Quality Assurance Analyst Consultant Aug. 1999 -

Jan. 2000

. Responsible for all software test plans, cases and results.

. Analyzed and wrote test standards and procedures.

. Performed unit integration testing and reproduced errors.

. Tracking and communication of issues with Outlook and Word/Excel

documents.

. Validation/Comparison of AS/400 and Oracle databases.

. Wrote technical internal and external documentation and

specifications.

Amadeus North America, 3470 NW 82nd Ave #1000, Miami, FL

33122, 305-***-****

Business / Application Development

Quality Assurance Analyst I - MAX Systems Sept.

1988 - Aug. 1999

. Wrote and executed test plans and create test scripts to reduce

test setup time.

. Tracking and communication of issues with Outlook and Word/Excel

documents

. Performed unit integration testing and reproduced errors.

. Interfaced with product developers to improve functionality and fix

defects.

. Performed Quality Assurance Testing of software.

. In-depth knowledge with the following CSR's - Amadeus, Apollo,

Galileo, Sabre, Worldspan

Customer Service Agent - Amadeus Call Center

. Assisted Customer (Travel Agencies) with Airline PNR/Ticketing

formats (avg. 5000-6000 calls daily)

. Verified if issues were software or hardware related.

Education:

University of Washington Extension - Olympia, WA

. Certificate - Software Testing/Quality Assurance

International Air Academy - Vancouver, WA

. Certificate - Airline & Agency Operations

Ricks College - Rexburg, ID

. Associate Degree - Business

References furnished upon request.

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