Customer Service Technician

Email: *********@*******.*** PH: ***-***-****Alt: 253-***-****

Terry N. Torbet

Objective

Full or part time employment in the Seattle area supporting business networked computing laptop or desktop systems.

Install upgrade maintain deploy manage and troubleshoot networked systems.

Experience

07/2009 09/2010

L.A. Fitness Advanced Support Technician

Kent, WA

District Advanced Technician for Network/Computing Support

On site and virtualized troubleshooting support of equipment, applications circuit outages for 16

sites within Washington state. Vendor coordination, response times and quality assurance.

Resolve network disruptions, software errors, provide ongoing user training for new and existing

software or hardware. Enforce security of user accounts and encryption of wireless devices.

Install and configure managed CISCO switches, routers and wireless controllers, LINKSYS

bridges. Maintain LENOVO, HP thin client and XEROX devices. Perform and manage site

inventories for all computing equipment. Document repairs. Insure database integrity.

03/2000 02/2009

UNISYS Technology Services

Renton, WA

Boeing/Dell Break-Fix & Software Field Technician

Boeing corporate and virtualized support. Exceeded all SLA (service level agreement) and part

return requirements at 3 assembly line and 5 Seattle area engineering production sites.

Long Acres laptop service center (LSC). Launched service center and trained team technicians,

managed part and wireless solutions, exceeding the 98% SLA goal in the executive branch.

LSC field multi-site technician. Kent, Auburn, Renton, Bellevue and Seattle software break fix.

11/1998 02/2000

MicroAge Inc

Bellevue, WA

Field/Site Tech

Seattle lead technician at Sisters of Providence hospital responsible for printer & desktop

systems. Everett campus NT 4.0 from Windows 95 enterprise upgrade and network CAT-5

expansion.

Seattle One Union branch Systems Analyst. Compaq Toshiba and IBM laptop repair technician.

Education

Satellite clinics 4 location weekly rotational and emergency service. Printers & servers.

07/1995 10/1998

NEC Computing Systems

Fife, WA

Engineering Technician

Root Cause Analysis: Developed reporting fault resolution system. Reduced downtime.

Production line support. Increased component visibility and improved availability.

Precision soldering circuit revision testing and schematic updating system.

07/1984 05/1988

Associates Digital Communications Technology Community College of the Air Force

Andrews AFB, MD

Microsoft NT.40 Networking accelerated course, Dell DCSE desk and laptop systems, A+

certification. Department of Defense Top Secret Clearance (1984-92). USAF Leadership

Management advanced training.

References: *****.*******@****.***, ****.*******@******.***

• PROFESSIONAL INFORMATION AND PRIMARY SKILLS

Military training in Digital Communication Systems Technology United States Air

Force and 15 years of experience in the Seattle area as a computer and network field

service technician. With 12 years of direct customer service working in all Boeing

production and most Providence hospital environments, I am able to address and resolve

multiple computing client concerns directly and by coordination with support vendors.

• In production, virtual office, or mobile field service multi-site environments, I am able to

troubleshoot and isolate network, computing hardware or application based issues. As a

DELL certified systems engineer (DCSE) I have repaired most of their laptop and

desktop systems. Troubleshooting, deploying, installation and testing of CAT5 TCP/IP

based Ethernet networks, CISCO router and switch and access point node

configurations, both wired and wireless.

• At Boeing I completed 8 to 12 direct support service calls daily resolving CADD

engineering workstation, mobile laptop for virtual clients, and production line desktop

computer, printers or network problems as needed. All service level support agreement

SLA goals being met 98 to 100% over a 9 year period.

As an LA Fitness advanced support technician I was responsible for 16 multi vendor sites

•

within Washington State managing all client computing requirements. Site travel and

time management for direct and remote DAMWARE virtual support, this entailed fault

isolation using test equipment and coordination with local and national telecom vendors

AT&T and Version. Duties also required maintaining printer and VOIP, fax and copying

devices, both XEROX and HP. Microsoft Share Point was used for tasks scheduling,

tracking and overall documentation. Each site received personal attention regarding

outages and follow up reports on repair actions.

An example is the full installation and configuration of Microsoft Office Communicator

•

R2, requiring desktop memory upgrades and creation and testing of individual user

accounts. Extensive documentation and ongoing user training resulted in greatly

increased business capability and customer service.

Full wireless TCP/IP network installs using CISCO VLAN switches, routers and

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configuring LINKSYS bridge devices to interface VOIP Polycom systems were

completed for new sites. Interfacing and testing public address functions using VIKING

line powered remote access devices was included as well as programming, imaging

configuration of each desktop both HP thin-client and IMB LENOVO devices. Created

domain active directory machine accounts and establish firewall WPA-PSK wireless

encryption security.

My experience in computing, networks and customer service are current and

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professionally delivered to help insure business, and above all, individual productivity.

Contact this candidate