Help Desk Support w/ Security+ cert

Peter Melbye

**** ****** *****, *********, ** ***26

Phone: 303-***-****

E-mail: ********@*****.***

Work Summary

Experienced customer service professional with 10+ years of increasing responsibility in

managing staff, technical support, and problem resolution

Education

Computer Network Systems, 2008-2011, ITT Tech, Westminster, CO

PC Repair Diploma, 2004, Thompson Education Direct, Scranton, PA

PC Configuration and Troubleshooting Certificates, 1997, Techstream Inc., Denver, CO

Architectural Technology Courses, 1993-1994, Front Range Community College,

Westminster, CO

High School Diploma, 1992, Denver Academy Preparatory School, Denver, CO

Certificates

CompTIA Security+

Skills

Pascal Fortran Windows XP Active Directory

Management Linux Microsoft Word Microsoft Excel

Python Cisco SQL Windows 7

Experience

Service Desk Analyst

SAIC, Broomfield, CO

10/11 - 4/12

Password resets and support of inbound customer calls and incident tickets for Immigration

and Customs Enforcement in Active Directory.

Customer Entitlement Coordinator

IBM, Boulder, CO

6/09 – 4/10

Responsible for verifying and researching contracts and issues for service, customer interface,

billing PO's or credit cards for service.

Shift Leader

ParTech, Boulder, CO

1/06 - 6/08

Supervised 50-60 technicians in a call center, monitored and handed out priority calls, handled

and defused upset customers, performed troubleshooting of Infusion POS hardware and software

Manager

Pizza Colore, Boulder, CO

6/04 – 1/06

Responsible for supervision and training of staff, handling money, customer interface, nightly

closing of store, and cooking

Customer Service Representative

IBM, Boulder, CO

8/02 – 2/04

Performed troubleshooting of failure modes of Visual Banker, Host, Remedy, teller cash drawers,

printers and pin pads for Level I call center help desk for Washington Mutual Bank

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