Manager Customer Service

Location:

Windsor Mill, MD, 21244

Posted:

November 29, 2010

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Resume:

** ***** **. ***. 5-443-***-**** -

Cell

Windsor Mill, MD 21244 410-***-**** - Home

abh2v1@r.postjobfree.com

Anthony K. Williams

Summary: An ambitious and disciplined individual with excellent

communication skill. A self-starter and well organized.

Strong technical and troubleshooting skills with an

eagerness to adjust to any environment. Detail-oriented

with a propensity for system support and related tasks.

Technology: HARDWARE: Personal Computer (IBM Compatible) components

including, hard drives, memory; components that support

video, networking and multimedia capability as well as

peripheral devices such as RSA SecurID tokens, CD-ROM,

Printers, SCSI devices, etc.

SOFTWARE: Windows 95, Windows 98, Windows ME, Windows 2000, Windows

XP, Windows Server 2003, TCP/IP, Microsoft Office 95-2007,

Microsoft Office XP, including MS-Word, MS-Excel, MS-Power

Point, MS-Outlook, Novell Netware, Lotus Notes 4.5, 4.6 and

5.0, VPN, Ghosting, PcAnywhere, Track-It, Remote Desktop,

Remote Administration, Remedy, VNC, etc.

Certifications: COMPTIA A+(Training), MSCE Windows 2000 (Training), DCSE.

Education: 1994 - 1997 Queens borough Community College Bayside, NY

AAS Degree Medical Laboratory Technology

2000 - 2001 Rutgers University Piscataway, NJ

MSCE Windows 2000

Work Experience: 03/2009 - Present Dell\Citigroup

Frederick, MD

Desktop Support Technician

. Setup of new computers for new and existing

employees.

. Create and maintain user/computer accounts in active

directory

. Provides desktop support by configuring, installing,

troubleshooting, and resolving hardware and software

issues.

. Respond to and resolve assigned trouble tickets in

the help desk ticketing system (Remedy).

. Answers, evaluates, and respond to incoming and

escalated telephone, voice mail, e-mail, and in-

person requests for assistance from users

experiencing problems with hardware, software,

networking, and other user-related problems.

10/2003 - 12/2003 Apex System Inc., Towson, MD

Desktop Support

. Works at Client's site to upgrade systems to Windows

XP. Works with EDS technicians on these projects

throughout Weyerhaeuser locations across the country.

10/2003 - 10/2003 Hewlett-Packard\Bank One

Columbus, OH

Desktop Migration Technician

. Works with client to roll out new PCs and equipment

This involved migrating PC's from Windows

95/98/NT/2000 to Windows XP.

2001 - 2003 PCF, Inc. Towson, MD

Field Support Manager.

Oversee help desk providing first level support for field employees (Over

5000+ end users). Help desk addresses problems with hardware; software

usage questions and problems; requests for new hardware and software; and

connectivity problems.

Oversee staff dispatch to field facilities to address problems.

Establish and maintain relationships with vendors to provide on-site

support to field offices and staffs.

Working with Network and Systems support manager, identify and implement

most cost effective means for field to connect to host systems, such as

implementation of VPN.

Manage projects related to the deployment of new software applications and

hardware to field.

Ensure field staff has well defined procedures and methods to communicate

problems and needs.

Develop and maintain records and databases pertaining to hardware and

software deployed to the field. Track problems in field.

1997 - 2001 PCF, Inc. Towson, MD

Systems Technician.

* Oversee Field systems needs by providing support

for field employees around New York, New Jersey

and Connecticut with over 64 locations.

* Covered hardware and software, troubleshooting and

repairs, field training.

1999 - 2001 FedEx Express Parsippany, NJ

Courier

* Pick-up envelopes, packages utilizing a truck

or van.

* Make a large number of stops in a short time

frame.

* Provide excellent customer service by keeping

customers informed of updated service

information and answering customer inquiries.

1995 - 1997 PCF, Inc. Towson, MD

Service Assistant

Responsible for opening the depot and spotting papers and getting the mail

ready, receiving trucks and giving out papers to the contractor carriers

Informs contractor carriers of customer complains on their routes, checks

their route books and help them find solutions to complaints on their

routes

Assists the depot manager in selecting and contracting independent

contractor carriers. Ride vacant routes, show new prospects routes

Assists the depot manager in maintaining accurate record of the daily

activities in the depot, call customers in response to urgent messages

sent. More also, carrier compensation, route dealer changes and some other

major reports.

Projects:

. Roll out 150 Dell PC's to The New York Times Home Delivery

locations throughout the country.

. Migration of Lotus Notes 4.5 to Version 4.6.5. I personally

drove to all 50 NY/NJ/CT Locations for The New York Times and

did this upgrade\Migration.

. SecurId Roll Out to Field Managers for Both NYTimes and PCF,

Inc. Home delivery employees. Field Managers were trained on

secureid card usage and instructions were sent to them with

respect to dialing in. Training was conducted and I

thereafter became the main point of contact for secureid

issues.

. Nextel Rollout for PCF Field Home delivery employees

. The New York Times Digital Mail System pilot

. DSL/VPN connection Roll Out

Reference: Furnished upon request.

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