Customer Service Software
Resume:
David D. Holloway
Louisville, KY 40291
SUMMARY
Seven years of high paced corporate Help Desk experience
through phone and also onsite desktop support. Skilled at
solving problems, building teams, working with precise
details, executing complex projects, explaining software
clearly to users, and satisfying demanding clients on tight
deadlines. Excellent software documentation has been
utilized with CA Unicenter, Remedy and others. Available
for employment and can interview at your convenience and
provide excellent references.
CERTIFICATIONS
U.S. Government security clearance.
Currently pursuing Microsoft Certified Professional
certification
HARDWARE & SOFTWARE
Phone and desktop support experience: Microsoft Windows XP.
Internet Explorer, Array VPN, MS Office 2003 and 2010,
troubleshooting software and hardware, scanners, printer
support (local & network), PCAnywhere, XP Remote Connect,
RDP, Ghost and Acronis imaging, and various documentation
software including CA Unicenter, Remedy, Clarify and
others. Various Medical softwares, some SMS (Systems
Maintenance Services-software distribution), Allscripts'
Touchworks, and some mainframe AS400 user level, many
password resets, Citrix, Metavance, Avaya Phones. Hewlett
Packard printer maintenance kit installs.
EXPERIENCE
2010. Humana Corporation-Operations analyst - Phone 1st and 2nd
tier admin support and complex triage for thousands of
apps and all company systems: Networks and work at home
hardware and software support, thousands of apps
supported, various phone systems using CA Unicenter
(documentation software), Bomgar remote software, Lotus
Notes 6.5 and 8, Windows XP, Office 2003-2010, Array VPN,
and many proprietary systems, on call support.
2008. TEK Systems -worked 2 full contracts: Mercer Corp (as a
Tier 2
Desktop pc support specialist, re-imaging, backups, Hewlett
Packard printer maintenance kits) and Humana Corporation
(see
above).
2006-2007 United States Army Corps of Engineers
Dept. of Homeland Security (General
Dynamics
Corporation)
Tier 2 helpdesk telephone and
desktop support analyst:
Installation and troubleshooting of
PC hardware and software
issues Re-builds, documentation of
Windows XP, Microsoft
Office, and Cisco VPN. Familiar
with Dell & HP/Compaq
laptops, HP Jet Direct Printers and
Zebra printers. Complex
configurations, profile transfers,
registry edits and upgrades.
Active Directory referencing for
information
such as accounts, password changes,
VPN, and domain pc adds.
Helped organize hardware and
software department, drivers,
Ghost and Acronis imaging software.
2005 Clark Memorial Hospital
> Perform complex triage, hardware/software
troubleshooting via phone and desktop
> Provided sole weekend support for many software modules,
with some interface to mainframe monitoring, HP and
Zebra printing issues
Siemens Business Services
> Worked as dispatch for the Help Desk supporting
Banking clients on West Coast
Insight Communications
> Provide public broadband Internet support coupled with
100% first call resolution
> Perform blind verbal troubleshooting, expert
documentation and billing adjustments
> Utilize Microsoft Windows 95/98/ME/2000/XP, Macintosh,
Outlook/Express, telnet, cable modems, routers,
policies, billing software and various tools
2001
To 2004 General Electric Appliances
Senior help desk analyst
> Suggested and co-authored the Tier 1 Training Handbook
and Procedures
> Over 15 written, unsolicited commendations from GE IT
department leaders
> Performed call center support with 95% first call
closure rate (average 11 minutes)
> Helped build a team-improved morale with dependability,
people skills and work record
2000
To 2001 Darwin Networks
HELP DESK ASSOCIATE
> Documented all calls for Help Desk/IT, Customer Service,
and Billing
> Resolved or escalated all issues while working as a Tier
1 Analyst
EDUCATION
University of Louisville, Louisville, Kentucky
Pursued degree in Chemistry and Biology
Contact this candidate