Customer Service Support

Chester Burks

**** ***** **** ***** **** Phone: 919-***-****

Raleigh, NC 27612 E-mail: ************@**.**.***

Objective

To obtain a position in information technology which makes use of my

computer troubleshooting skills with a fast growing organization, a well-

structured training program, room for advancement, and excellent teamwork

environment.

Summary

Dynamic and diverse professional with proven expertise working with a

robust and scalable messaging and collaboration infrastructure for

thousands of computer users throughout the organization. Ability to

interact with end-users to understand requirements and develop

comprehensive and complete solutions that incorporate both technology and

business processes. Work effectively and efficiently under pressure, both

independently and as a member of a team, to resolve urgent technical

glitches where failure is not an option. Possess proficiency with service

delivery process of the Infrastructure Services.

Employment History

Desktop Support

Liberal Arts College, Raleigh NC.

Jan 2011 - Present

Part Time Direct Hire

Duties include break/fix support. case documentation and SLA adherence,

providing enhanced technical support to staff/faculty; problem solving

skills, excellent understanding of desktop operating systems, networking

principles, with good organization and communication skills; Responsible

for setup/breakdown & maintaining standard desktop configuration

Desktop Support

Avaria Networks, Raleigh, NC.

Jul 2010 - Jan 2011

Shaw University Account

Duties include break/fix support. case documentation and SLA adherence,

providing enhanced technical support to staff/faculty; problem solving

skills, excellent understanding of desktop operating systems, networking

principles, with good organization and communication skills; Responsible

for setup/breakdown & maintaining standard desktop configuration, password

resets, mapping drives, resolving general network connectivity issues

including wireless and VPN. Served as support analyst for network and

computer systems administration SNMP (supporting and troubleshooting all

issues locally and remotely dealing with all Windows systems), and

application support including proprietary business applications (this

includes all commercial off the shelf applications) COTS. Support and

troubleshooting for Windows 2000 Pro, XP Pro and MAC OS X and PC Hardware,

printers, VPN access and custom applications. Maintains and installs Anti-

Virus and Anti-Spyware software on servers. Removal of malware/spyware &

virus intrusion; making trend Micro products compliant with the Trend Micro

Policy, product optimizing, ghosting, imaging, installation of PCs,

printers, scanners and other PC peripherals.

Desktop Support

BB&T, Wilson, NC.

Mar 2010 - Jul 2010

Contract assignment on BB&T Tiger Conversion Team assisting with conversion

of Colonial Banks. Working in desktop support capacity and Mac OS X.

Assists users with operation of desktop applications and network

connections. Duties: Install networks, configure network devices and

provide configurations for computers locally and via remote (Kaseya).

Supported business applications that included SAP, Kronos, all Microsoft

Office applications, and Exchange. Support GroupWise email software,

administer password, connectivity and printing issues in SAP, Unix and

Mainframe servers. Installs and maintains Network devices, such as PIXs,

switches, access points and routers. Server builds ranging from Windows

Server 2000 through Windows Server 2010. Performed Desktop configurations

on Windows 95, 98, NT, 2000, XP. Maintain and troubleshoot OS for viruses

and printer and network configuration issues. Helped with imaging, backing

up and restoring user files.

Desktop Support

Lenovo, Raleigh, NC. Dec 2009 - Feb 2010

3 month contract position working exclusively to configure 500+

workstations and joining them to the Lenovo domain. Analyzed Commercial Off-

The-Shelf (COTS) system for integration into in-house software for large-

scale deployment. Maintain systems SW/HW up to date with versions and

patches. Executive support on VPN connection, Remote access, emails,

calendar.

Support Engineer

MailStreet, Fort Lauderdale, FL. May 2006 - Mar 2009

Provide support & technical assistance via phone and remote access tools to

end users exchange email clients, including smart phones, IMAC and

Blackberry devices. Research, troubleshoot and resolve in the resolution of

reported issues with exchange & BES .Strong experience with Microsoft

Outlook (all versions) and related features & functionality. Identified,

analyzed, documented, and tracked defects, questionable functions, errors,

and inconsistencies in custom programs; gathered, documented, negotiated,

and implemented requirements for customization and configuration. Create,

delete, reset, restrict users/domains with Active Directory account

management. Experience with remote access tools such as Symantec,

pcAnywhere, Logmein, Kaseya, VMWare, etc . TCP/IP issues/troubleshooting

tools (i.e. NSLOOKUP, TELNET, DHCP, ICMP, etc) to resolve connectivity.

Troubleshoot all desktop operating systems. Experience with IMAP/POP/MAPI

Connections-based messaging (Corresponding port numbers).

Desktop Support

Nations Health, Fort Lauderdale, FL. Jan 2005 - May 2006

Install/breakdown/upgrade/manage/relocate and configure 150+ computer/dummy

workstations to fulfill requests for hardware/software support for new &

existing users utilizing Symantec Ghost for configuration of stations.

Installing/troubleshooting Pc's and making Network Connections. Disseminate

technical knowledge via ticketing system, conferences & written

documentation to colleagues. Added/deleted users with Microsoft Active

Directory account management. Maintain inventory RIM, ordering new

equipment

Desktop Support

Global Response. Jan 2004 - Jan 2005

Experience with problem solving involving hardware/software and networks.

Experience with all MS operating systems. Install/breakdown, upgrade and

configure 300+ computer/dummy workstations to fulfill requests for

hardware/software support for new and existing users. Support day-to-day

operations of all the systems used to deliver content using Symantec Ghost

for configuration of workstations. Experience with installing & formatting

Citrix MetaFrame, HP Openview servers, group policies, etc. Maintenance of

certain applications, user accounts, network file servers, VPN gateways,

intrusion detection systems, as well as Veritas network backup systems.

Maintain all inventory records for all computer assets

Call Center Manager

Interealty Answerlink, Fort Lauderdale, FL. Jan 1998 - Jan 2004

Provide leadership, motivation and mentoring to team members to assure

highest competence and customer service skills with my team. Based on

metrics, observations, review of Remedy tickets & call monitoring; counsel,

coach, and/or impose disciplinary actions with team members as needed.

Participation in special projects such as local account liaison, project

mgmt, training, administrative policy and procedures, strategic planning.

Training of all new hires and remedial training of all line-level employees

on software. Proactive review of call center and team performance stats

using Nortel Symposium to make sure team understands and can achieve stats.

Review, schedule and approve vacation requests, team member time sheets.

Recruit and hire as needed utilizing employment vendors

Contact this candidate