Postal Service Call Center
Resume:
Doug Hughes
Cheyenne, WY *****
adtdos@r.postjobfree.com
· Technical specialist with 13+ years experience in global & wireless Windows NT, UNIX and Lotus Notes environments.
· Committed to responsive Helpdesk and user services, approaching all support issues with patience, flexibility, a sense of urgency and a soothing desk-side manner.
· Energized by challenges and readily adapts to new technologies, projects, teams, systems and tools.
· Comfortable and confident in presenting technical material to diverse audiences and end-users.
· Exceptional ability to anticipate end-user needs and potential system-wide problems, implementing preemptive solutions or fixes before they escalate. Work Experience
Greeter / Security Observer
Walmart superstore - Cheyenne, WY
December 2021 to Present
Meet and greet customers and security observer
Housekeeping
LIFECARE LLC - Cheyenne, WY
December 2016 to May 2021
Vacuuming and Mopping various areas as directed by Supervisor. Lot Attendant
The Home Depot - Cheyenne, WY
February 2015 to November 2015
Lot Attendant Brought shopping carts in from parking lot. Dispatcher Specialist II (Refernces Available Upon Request) EchoStar - Littleton, CO
March 2008 to April 2011
· Dispatches orders and relays messages and special instructions to mobile crews and other departments.
· Prepares daily work order and distributes to service crew on a daily basis. Submits for approval in advance of activity date.
· Schedules dispatch service calls and dispatches local and/or national service crews.
· Answers and routes incoming customer calls to the right locations to ensure customer satisfaction. Tier 2 Business Wireless Technical Support
Sprint Communications - Englewood, CO
October 2007 to March 2008
· Supported all Sprint products for entire corporate market.
· Provided ONE CALL Resolution whenever possible.
Tier 2-3 North East Data Technical Support
PRC - Greenwood Village, CO
April 2007 to October 2007
· Supported Verizon PDA’s, Smart Phones, BlackBerry devices, PC cards, Laptops as well as support with hardware and software issues.
Tier 1 Technical Support
Comcast Cable/Communications - Denver, CO
March 2007 to April 2007
· Provided support to commercial customers for Comcast products.
· Diagnosed issues, developed solutions based on diagnosis.
· Identified LAN issues, provided troubleshooting on connectivity and email issues, password resets, and re-provisioning modems.
IT Technician
Colorado Department of Regulatory Agencies - Denver, CO April 2006 to January 2007
· Delivered technical support for microcomputer hardware and software troubleshooting and resolution including desktops, laptops, printers, PDAs.
· Provided end user support for Window’s system.
· Used Active Directory as well as remote access.
· Installed hardware and loaded software, reimaged computers. Dealer/customer Support
Nextel Communications - Denver, CO
September 2003 to April 2005
· Efficiently handled calls from sales and retail customers.
· Performed account fulfillment and activation processes, account modifications, credit requests, rate plan changes and phone upgrades.
· Submitted trouble tickets for problem resolution/escalation. Customer Relations Specialist
Qwest Communications (US West) - Denver, CO
June 2003 to September 2003
· Drove sales of products and services and processed incoming calls for a 14-state region. Answered and adjusted customer billing concerns.
Customer Service Specialist
Convergys - Denver, CO
September 2002 to June 2003
Client: US Postal Service
· Core member in a high-volume, fast-paced Call Center environment Migration Specialist
Ironman Staffing - Fishers, IN
December 2001 to April 2002
Client: Federal Aviation Administration
· Selected to be a member of a 6 person migration team for a 4 month project migrating cc:Mail to Lotus Notes R5 and Sametime 2.0.
· Delivered training to other trainers, to administrative support staff and FAA Domino administration
IT Specialist
Century Link - Century, FL
May 2001 to May 2001
· Recruited by former manager for temporary assignment in anticipation of Y2K concerns.
· Monitored and maintained 30+ Windows NT/UNIX servers. Supplied Lotus Notes Tier II support, server administration and system troubleshooting.
· Performed maintenance and load balancing.
· Created, deleted and managed user accounts.
Lotus Notes Administrator
IBM Corporation - Boulder, CO
March 1999 to November 1999
· Managed Lotus Notes database for 45,000 users, monitored AIX servers, and administered MQ Series.
· Worked with 3rd party applications interacting with Lotus Notes. Handled installs, upgrades and running of scripts. System Administrator
CenturyLink/TekSystem
May 1991 to February 1999
· First Touch Response - Monitoring data – Web hosting sites
· Create tickets for clients for:
· 1) Cyber Center access
· 2) Remote Hands technical assistance
· 3) Suppressing alarms per customer servers
Education
High school diploma
John F. Kennedy High School - Cedar Rapids, IA
April 1966 to June 1969
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