Customer Service Manager
Resume:
D O N A L D W E B S T E R
*** ****** ****** **** (919)
Raleigh, NC 27610 *****@**.**.*** Cell
OBJECTIVE
I want to contribute to the growth and profitability of a company that
can use a versatile professional with extensive knowledge related to
the operations of computer hardware and software along with strong
troubleshooting and problem-solving skills.
SUMMARY OF QUALIFICATIONS
. Excellent leadership/management skills, including delivering training
and providing support for team of field technicians on a variety of
applications.
. Practical, hands-on experience with assembly, troubleshooting, and
repair of personal computers.
. Ability to function effectively as a leader and a team player as well
as work independently to achieve organizational objectives.
EXPERIENCE
Wake County Schools Raleigh, NC
01/09-06/10
High School Contractor
. Managed two High Schools technologies to include computers,
printer, scanners, etc.
. Provided support to teachers, admin and staff with any PC
and laptop related issues
. Imaging/ghosting PCs and laptops, and adding software as
well as the printers.
. Software/OS: All MSOffice products, Novell and Windows
server 2003, Active- Directory within server 2003, Iheat
(ticket system), EZprinters (adding printers)
Alphanumeric System Inc. Raleigh, NC 2003 (promoted
04/2007) -08/2008
LCS Supervisor/Manager
. Manage a team of 9 support personnel who troubleshoot IT issues within
the Department of Health and Humans Services.
. Implement policies and procedures regarding how problems are
identified, received, documented, distributed, and corrected.
. Ensures maximum issue resolutions in minimum time.
. Evaluate new information systems products or services and suggest
changes to existing products or services to better aide the end user.
. Other duties include but not limited to employee evaluations,
approving timesheets and vacations.
Deployment/Support Technician
. Install and configure new PC's per client's specifications at desk
side
. Support end-users with any hardware and software issues
. Install and set up network printers
Service Technician
. Service Laptops, desktop PCs and Printers, warranted and out of
warranty, assist with onsite projects, service calls (installing new
pcs, setting up networks and configuring).
. Customer service duties: checking in PCs and printers as well as
answering any computer related questions that may arise and other
assigned duties.
. Various hardware worked with are printers, monitors, laptops, desktops
printer plotters Etc. Software: All windows platforms, MsOffice97,
2000, XP, Internet Explorer 6.0, Outlook, Outlook Express, Remedy
(ARS), LANDesk Management Suite 8.0, Novell Netware Administrator for
Windows 95/98/NT Ver. 8.9.9f
Duke Fuqua School of Business Durham, NC 2001 -
2002
Distance Learning Support Specialist
. Responsible for web editing and data input of web content files
submitted by the faculty and staff
. Support students with any related HW/SW issues
. Configure and support end user with ISP's, Newsgroup, Email
. Use windows 2000nt, Outlook Express, Sametime Chat, MSChat, Meeting
Maker and others as introduced
Alphanumeric Systems Raleigh, NC
1999 - 2001
Helpdesk Specialist
. Supported end users from 100 NC counties via telephone
troubleshooting, computer and printer issues, maintain the HSIS System
(mainframe) and answer end user inquiries concerning HSIS System.
. Reinstate users ID's and passwords
. Configure new systems to be outsourced to end users as needed; used
Novell based network, Win95, Win98, Netscape Navigator and Office 2000
EDUCATION
Shaw University Raleigh, NC
Class of 2001, B.S., Business Administration with a
concentration in Management
Strayer University Raleigh, NC
Class of 2009, MSIS concentrating in Networking Management
Certifications
High Tech Leadership Certification
A+ Certified Professional
Lexmark Certified for the C912 and T630 Printer
HP Certified Professional, APS (Accredited Platform Specialist)
Lenovo Certified
Technical Skills
Familiar with all Windows platform, WAN/LAN, Wireless Technology,
Networking, break/fix of PCs and Laptops, Win server 2003 Active Directory
and all Office products
Contact this candidate