Customer Service Technical Support

George E. Kline

*******@*******.***

**** **** ****** **** (H) 301 607

8748

Mount Airy, Maryland 21771 (C) 301 442

6080

Career Summary

Over twelve years experience in the computer industry ranging from hands on

operations to management of technical personnel. Involved in pre and post

sales technical support, project management, data center management,

implementation of desktop products and services, business management,

vendor relations, procurement, helpdesk services and PC configurations.

Strong interpersonal communications, leadership, organizational and

customer relationship skills. Liaison between management, vendor, client

and support personnel. Excellent customer service skills and a team focus.

Experience

Jan 2011 - Jan 2012 Aquilent

Senior Technical Consultant - Department Of Veteran Affairs

- Quickly gather and digest domain knowledge about government

contracting, procurement processes, requirements, and constraints in

order to properly respond to customers

- Troubleshoot application and user issues via phone and email.

- Utilize an automated help desk ticketing system

- Identify solutions via user guides, search knowledge base,

ticketing system, Internet searches, converse with senior

personnel, run tests and escalate matters when appropriate.

- Provide clear and concise written and verbal responses to customers

on appropriate steps to resolve issues.

- User administration in a SharePoint automated workflow repository

collaborative environment.

1989 - Jan 2011 Electronic Data Systems/Hewlett Packard - EDS/HP

Business Analyst/Technical Support Team Lead - Financial Industry

National Regulatory Authority

- Administer and troubleshoot VPN.

- Setup and troubleshoot various data transfer protocols. FTP, IFT,

Email & Web submissions.

- Troubleshoot and modify browser configurations to work in

conjunction with web-based applications.

- Reconcile servers with databases for audit purposes.

- Desktop and Application support / Tier II Helpdesk

- Blackberry Administration

- Active Directory Administration

- Investigate proprietary data submission rejections and recommend

corrective actions.

- Maintain an evolving Resource Guide/Knowledge base for team.

- Manage ten technical support representatives and multiple tasks

simultaneously.

- Host bridge lines to engage various support groups in resolving

server outages.

- Capture and record problems along with resolution in incident

tracking system.

Business Analyst / Procurement Specialist - Department of

Energy - Germantown MD

- Direct customer contact in defining order requirements.

- Researched market for best pricing and availability.

- Negotiated discounts for hardware, products and services.

- Furnished comparables to demonstrate price reasonability and

determine appropriate mark-up.

Business Analyst/Technical Product Representative - Maryland Health

Information Network -

Owings Mills MD

- Attended meetings with customer and project teams to

clarify specifications.

- Tested and created new releases of software.

- Planned, supported and released software updates to enable hospital

and doctor offices to submit online claims.

- Developed basic installation guidelines for new technicians coming

onboard.

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- Installed software packages on PC's and LAN's.

- Configured and modified PC applications.

- Troubleshoot software and communication problems.

- Developed relations with vendors so their accounts receivable

package could feed into our application and submit to our

clearinghouse.

- Second level support for Help Desk representatives.

Service Relations Analyst - Postal Buddy Account - Herndon VA

- Involved in initial deployment of kiosk.

- Became familiar with hardware by going with technicians on

installs.

- Two weeks later headed up an online diagnostic control center.

- Performed remote dial-ins to diagnose problem units.

- Manipulated software via remote dial-ins and dispatched technicians

when appropriate.

Operations Supervisor - National Telephone Service - Rockville MD

- Involved in initial startup of a Data Center.

- Objective was to familiarize myself and new hires with NTS business

and site requirements to support the end user in a VAX and IBM

environment.

- Developed written procedures, site guidelines, manuals and logs for

operators.

- Attended weekly meetings with customer to address needed changes.

- Conducted interviews with potential hires and evaluated existing

staff.

- Completed Leadership Intern program.

1985 - 1989 - Systemhouse Incorporated

Senior Computer Operator - Department of Treasury - Washington

DC

- Performed routine maintenance on mainframe and mini computer to

ensure availability to Treasury personnel.

- Prioritized workloads.

- Maintained database files.

- Cross-trained Univac operators in the VAX arena.

- Identified problems and developed solutions in an independent

atmosphere.

- Maintained a Secret Clearance.

1980 - 1985 - DataServe Corporation

Operations Supervisor - Bethesda MD

- Shift supervisor of multiple mainframes, mini computers and

peripherals.

- Managed technical personnel.

- Scheduled production job priorities.

- Contacted CSR's and technicians when appropriate.

- Exercised corrective action in abend situations.

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