Customer Service Technical Support

Bryon A. Harvey

****-* ***** *****

Waldorf, MD *0602

Cell 240-***-****

ab822k@r.postjobfree.com

SUMMARY

I have 15 years of experience within a helpdesk environment which requires extensive

customer service knowledge, first resolution trouble shooting, support and management of

Blackberry hardware, software, and network support. I have provided Tier 2 support for 18

other helpdesk and 18 desk side technician teams.

CLEARANCES

Department Of Defense Secret Security Clearance (Active)

Homeland Security Clearance (Active)

EMPLOYMENT HISTORY

SRA International, Washington, DC, 10/07 – Present

Systems Engineer / BES Support Tier 1 – 3

Administrate Blackberry Enterprise Servers

Provide Level 3+ support, including provision, maintenance, administration,

troubleshooting and resolution of reported incidents and other requests for all cell

phones, Air cards and Blackberry Devices.

Liaison to over 3,500 users using the following service providers, ATT, Verizon,

Sprint, and T-Mobile.

New wireless devices provision and to insure performance, billing and security

standards are met and adequately reflected in all provisioning.

Administration activities include ordering, tracking and deployment of mobile

device policies for end-user usage.

Handle day-to-day BES and blackberry related technical problem.

Utilize RIM resource such as tool and technical support to isolate individual user

problems.

Escalating any unresolved issue to RIM

Uploading LOG files to RIM

Certification of new blackberry devices from different carriers

Certification of new desktop manager and handheld software

Provide routine administrative functions such as tier 1 & 2 support.

BES account creation/deletion

Resending IT policy and service book

Upgrade device firmware

Setting Enterprise activation password

Resetting device passwords

CACI Pentagon, Arlington, VA, 10/05 – 10/13/06

Enterprise Helpdesk Tier 2

Provided first tier troubleshooting and support for the call center, and tier 2

technical support for the enterprise desk side technicians.

Blackberry hardware and software support, activation and upgrades

Active directory administrator plus migration assistance

MS Exchange 5.5 administrator and Network account creations using active

directory

Desktop support for 2,500 clients and tier 2 support for 18 helpdesks within the

Department of Defense

Knowledge of software packages includes Windows 95, 98, 2000, NT, and XP, MS

Office, Remedy, Lotus Notes, and remote tool Dame Ware

Three years of remote support using Dame Ware

Provided support for 2,600 clients within the Department of Defense using

Blackberry hardware and software.

Dynamics Research Corp., Alexandria, VA, 12/04 – 09/05

Helpdesk Technician

Provided tier 1 & 2 technical support for the Department of Defense, Pentagon

Channel.

Hardware and software support, installation, upgrades, and reconfigurations

Supported Windows 95 - XP, Remedy, Lotus Notes, MS Outlook, and MS

Office/XP packages

KenRob & Associates, Washington, DC, 05/00 – 05/04

Helpdesk Technician

Provided technical support solutions to staff members to include government

officials in the areas of Microsoft Office/XP, Hardware, and other internal

applications. Processed questionnaires in order to measure satisfaction levels of

job performance, ensuring staff and governmental satisfaction.

Was responsible for maintaining the flow of a multi-line switchboard.

Installed and maintained of Windows XP during a migration that involved over

1,200 computers.

Ensured equal workload distribution by providing back-up assistance for other

staff members in addition to providing level 1network support.

Assisted in the installation and maintenance process of Lotus Notes Provide

trouble-shooting for Windows 2000 and Microsoft Office applications.

GeoUtilities.com, Herndon, VA, 01/98 – 05/00

Helpdesk Technician

Tier I technical and phone support

Assisted with technical solution for hardware, software, and network upgrades.

Knowledge of Windows 95, 98, and 2000

Operating systems MS Office 95 and 98

Team lead for customer service phone support for all daily operations

I.I.H.S, Alexandria, VA, 03/97 – 01/98

Office Assistant

Provided front desk coverage for the firm to include answering phones, copying

files, and filing correspondence. Provided additional administrative assistance to

department managers. Assisted courier department in the distribution of mail and

packages.

EDUCATION

Virginia State University, 08/93 – 11/95

Classes and Credits Concentrating in Physical Education and General Studies

IKON Technologies (Technical Institute), 02/97 – 12/97

Courses and studies in A+, MCP, MCSE

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