Customer Service Desktop Support

Anderson, SC adxmer@r.postjobfree.com

770-***-**** www.linkedin.com/in/doug-m-8272a7183

TECHNICAL PROFESSIONAL

A proven professional who is attentive and able to build long lasting customer relations while working with cross-functional teams to deliver support and increase sales and revenue. Effective communicator, able to explain complex concepts and ideas to non-technical individuals. Self-directed, dependable and committed to successful conclusion of all endeavours. Core competencies include:

• Hardware Break/fix • Ethernet Networks / wireless connections

• Customer Relations • Problem solving can do attitude

EXPERIENCE

Innover Digital

Provide Phone support for any device that connects to the internet. July 22 – Dec. 2022

Deskside Support (Computacenter) @ UCB Pharma Jan. 2022

Field Support Precision Resources June 2021-Sept 2021

● Travel to customers and repair or perform IMACs. Equipment supported, Microsoft tablets and HP Switches, also FortiGate equipment, offered proactive and reactive support.

● Traced cables using toner (fox and hound), Imaging via PXI booting devices.1

● Remedy Ticket tracking systems.

Hewlett Packard Enterprise, Alpharetta, GA June 2013 – June 2020

HPE Synergy Workflow manager: support of Hardware / Software OneView and System Insight Manager (SIM) teams.

Received recognition from customers and management for providing excellent customer service.

● Mostly reactive, but at times was proactive based on the answers of the customers, regarding their equipment.

● Assisted customers and colleagues’ problems. By replicating issues in the lab to find the root cause.

● Through active listening, discovered a need and presented a sales lead on behalf of the customer resulting in a $25K software purchase.

● Worked with cross-functional teams to produce training and procedures, resulting in the creation of training videos, which resulted in increasing the team’s efficiency, reducing ticket errors.

● Volunteered for various team roles both technical and non-technical.

● Support team manager by maintaining vacation and training schedules.

E-claim Recovery Specialists, Kennesaw, GA September 2012 – June 2013

Manager

Designing and setting up a new network. Hiring and training new employees.

● Identified lost revenue in hard drive equipment by reclaiming used hard drives to resell increasing revenue by 50%.

● Established SLA’s guidelines and procedures for performance criteria increasing employee satisfaction.

● Developed and maintained inventory system and current inventory of all parts and pieces in my dept.

● Tested and refurbished laptops, PC’s, network equipment and graded for possible resale.

DOUG MCMINN adxmer@r.postjobfree.com PAGE TWO

INSIGHT GLOBAL Atlanta, GA 2009, 2011 - 2012

Contracts included:

PlumChoice, supporting HP retail customers, 2011 - 2012

Wellstar Hospital, 2009

● Computer refresh project. Replacing and configuring new PCs throughout the hospitals.

Ryla, 2009

● Break fix - took initiative to repair numerous PCs found in storage, saved the company money by repairing and returning to service discarded machines.

● Set up training labs, imaging through Altiris server.

● Provided service via voice and remote access, and desk side. Track-it ticketing system.

CompuCom, Acworth, GA 2002 – 2011

Field Analyst / Project Lead, 2010-2011

Georgia region - Desk side support and troubleshooting and break/fix; supporting all employees: on all hardware including: Compaq servers, laptops, PC’s, Cisco VOIP phones, printers.

● Prepared and presented reports on project progress.

● Maintain 90% up time for training labs making new cross connections on punch panels as needed. Also, maintained warehouse parts inventory.

● Maintained education requirements, strong documentation and 95% SLA’s, achieving recognition as one of top 3 tech’s for maintaining these high standards.

● Environment: LAN: Ethernet, TCP / IP Remote Access, Win XP Professional, Server 2008, VM Ware, VPN, MS Office, Outlook, MS SQL, Peregrine and ticketing systems.

● Hardware: HP desktops and laptops and servers. Xerox, Lexmark MPF printers. Cisco routers, Nortel Bay switch switches, UPS, VOIP (Cisco) Phone.

CompuCom Field Technician, 2002 - 2008

Provided desktop support and break / fix support to Bank Branch and Trust for all of their Desktops, Laptops, Servers, and printers throughout northwest GA, southeast TN, and southwest NC.

● Used workflow method for tracking projects Received bonus for numerous quarters based on customer service, skills, certifications and willingness to go beyond the requirements, documentation and 95%+ SLA average.

● Hardware: Palm, Compaq, Dell, IBM desktops, laptops and servers. HP printers and scanners. Cisco routers, Nortel switches, VOIP (Cisco) Phones.

Brockway Standard, System Admin and desktop support. Maintained backup tapes, supported corporate headquarters employees. 2001

CERTIFICATIONS / TRAINING

● A+, Server +; Network +, MCP. Hardware: Dell, IBM, HP, Compaq (ASP): laptops, desktops, workstations, and servers. Printers: HP LaserJet, Ricoh and Lexmark Printers, ITIL v3.

● Windows 2000-2016 Sever, Win7, Win10, Active Directory, Outlook, VMware 7.6, complete classroom training for PMP Training.11

● Georgia Educator Certificate.

Bachelor of Science, BS, (Business), Carson-Newman University, Jefferson City, TN

Masters of Art, New Orleans Baptist Seminary, New Orleans, La

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