Customer Service Maintenance

ANDREW LAURSEN *** GRACE AVE., ROCHESTER HILLS, MI

48307

********@***.*** . Home 248-852-

6637

Cell 248-***-****

IT TECHNICIAN

Summary

Customer service professional offering many years of diversified

experience, excellent communication and problem-solving skills, dedicated

to achieving customer satisfaction as well as meeting or surpassing company

expectations. Able to focus on projects, develop strategies and meet or

exceed deadlines, strong rapport with personnel, customers, and associates

based on knowledge, professionalism, and integrity.

Experience

Unisys/UTS, Plymouth, Mi 2009 to

Present

Contract Service Technician for Unisys/Dell

I provide Diagnostics and Troubleshooting for Lenovo, Dell Desktops

(Inspiron, Optiplex, Studio_XPS, Vostro, XPS_630i - A2420), Portables

(Inspiron, Latitude, Precision, Studio, Vostro) for Foundations

2008/2009/2010 in the Tri-county area of Michigan.

UNISYS, Plymouth, Mi. 1977 to 01/21/2009

Cust Svc Rep 5

Responsible for Comerica Bank's Check Processing Center in Livonia, Mi. and

the hot site in Auburn Hills, Mi. Comerica is one of the many large banks

that converted to Check Imaging for its clearing process. Comerica in

Livonia is the main System (Clearpath 690) that manages the operations for

sites in Texas, California and Michigan. I have been working with Comerica

for over 18 years and assisted in 2 major site moves, all of their Systems

upgrades, and all of the Image platform changes. The last 5 years I have

been doing installations upgrades and repair on EMC Clariion, Centera,

Celerra, SAN, NAS, Cisco MDS9000, and Brocade DS in the tri county area.

My responsibilities included on-site installations, maintaining and

upgrading of UNISYS, EMC, DELL and other systems, which include hardware,

software and networking products as well as operating systems. Ensure

customer satisfaction by advising customers on preventative maintenance and

configurations which may impact product performance and take responsibility

for potential or desired follow-up services (Sales/Systems Engineering) or

problem escalation.

* I was part of a Joint Unisys and Comerica team that facilitated

Comerica's Check Processing system move, the biggest in Unisys history,

from there site in Auburn Hills to their new site in Livonia, Mi. The

biggest challenge was moving all of Comerica's equipment and work areas

while continuing to process and average of 2 to 3 million checks a day.

This was done with no interruption to Comerica's customer's daily

services. I received Unisys Customer Services Group Achievement Award.

* Upgrade Comerica's two NX6800/5800 core systems, at both sites, to the

new Clearpath 690's. The Libra Project was completed in July 2007 for

both main Processing site and the Auburn Hills Hot site to improve the

capabilities of the Systems and save cost of processing time. I received

a Certificate of Appreciation from Comerica for Outstanding Efforts &

Exceptional Teamwork.

* Upgrade Comerica's Image Archive platform to a new JPEG Conversion, a

hardware and software upgrade to the System and the Data Processing

Imaging equipment at the site. I received a Certificate of Appreciation

from Comerica for Outstanding Effort on Behalf of the Operations Services

Group.

* Skilled in Customer Service, Diagnostics, Support Techniques, System

Maintenance and Component Repair.

Education

EMC, Hopkinton, Ma. 2009

NAS 5.6 Software Enhancements

EMC, Hopkinton, Ma. 2009

CLARiiON CX4 Maintenance Differences

CLARiiON CX4 Physical Installation

CLARiiON CX4 Hardware Differences Self Study

EMC, Hopkinton, Ma. 2009

CLARiiON FLARE Release 28.5 - Virtual Provisioning and Enterprise Flash

Drives 013 Self Study

EMC, Hopkinton, Ma. 2008

Centera Console v2.2 Differences

EMC, Hopkinton, Ma. 2008

CentraStar 4.0 Differences: CentraStar Enhancements

CentraStar 4.0 Differences: Module 1 - CentraStar Enhancements Post Test

CentraStar 4.0 Differences: Module 2 - Upgrades Post Test

CentraStar 4.0 Differences: Module 3 - Service Tools & Manageability Post

Test

CentraStar 4.0 Differences: Service Tools and Manageability

CentraStar 4.0 Differences: Upgrades and Upgrade Completion

DELL, Plymouth, Mi. 2008

Clariion course #014294 crossover exam (APPROVED TECNICIANS ONLY)

EMC, Hopkinton, Ma. 2008

CLARiiON AX4-5 Differences Post Test

DELL, Plymouth, Mi. 2008

Dell EMC CX4 Series - Certification

EMC, Hopkinton, Ma. 2008

FLARE Release 28 Software Differences

DELL, Plymouth, Mi. 2009

Foundation 2008/2009 Portables & Desktops

DELL, Plymouth, Mi. 2006

ESF Level 2 - Version 3.0 - Part 1, 2, 3 (not for EMEA DSPs)

EMC, Hopkinton, Ma. 2006

Celerra Network Server

EMC, Hopkinton, Ma. 2005

Centera Intergration and Configuration

DELL, Plymouth, Mi. 2005

Master PV SAN V4.52 - Certification SAN 3.0-4.06 - Part A, B, C, D

DELL, Plymouth, Mi. 2005

Dell EMC CX600/CX400 xPE Product Certification

DELL, Plymouth, Mi. 2004

Switches - PowerConnect 5212/5224 and PowerConnect 3248 Certification

EMC, Hopkinton, Ma. 2004

Clariion Product

CompTIA, Troy, Mi. 2000

A+ Certification

Microsoft ATEC, Oak Brook, IL. 1999

Supporting Microsoft Windows NT 4.0 Core (922)

UNISYS University, Plymouth, Mi. 1995 - 2004

UIS Clearpath NX5600/5800 LvL1 Core systems.

ES7000 System Concepts and Architecture

Enterprise Server ES7000 Basic Maintenance and Operations

RAID Concepts

Cisco Internetwork Operation, Configuring Protocols Cisco Routers

ISO9000 Employee Orientation

SIGMA, Plymouth, Mi 1996

Defuse Conflict and Leading Client Interaction

Innovision Technologies, Livonia, Mi. 1995

Windows NT 4.0

Oakland Community College, Farmington Hills, MI 1995- 1997

GPA: 3.1. Information System

GPA: 4.0. Structured Programming C

GPA: 4.0. Novell Netware

GPA: 4.0. Sys Analysis Design

GPA: 3.38. Network Technology

Control Data Institute, Southfield, Mi. 1977

Computer Technology (Honor Graduate)

Skills

* EMC Contractor installation, upgrade, maintenance of Clariion, Centera,

Celerra, SAN, NAS, Cisco MDS9000, Brocade DS series, Navisphere, ECC.

* Microsoft Networking, Network Plus TCP/IP, Virtual Private Networks,

Ethernet, Novell Networks, Wireless Networking, Peer to Peer Networks,

Cable, Fiber Optics.

* Customer Service, Diagnostics, Support Techniques, System Maintenance,

Component Repair, Desktop Systems, EMC Storage Systems.

* Microsoft Windows NT 4 & 2000, Office 2003/2007, UNIX, UNISYS Medium

System MCP, Windows XP, Vista, Norton Backup.

* GCS ISO9000 EMPLOYEE ORIENTATION, SIGMA - DEFUSE CONFLICT, SIGMA -

LEADING CLIENT INTERACTION, LIST Proficiency

Licenses

CompTIA A+, A+ Certification, 2002. Microsoft A+ Certification

DCSE, Dell Assoc Server V5, 2003. Dell Assoc Server V5

DCSE, Dell Master Server V4.52, 2005. DCSE Master Server V4.52, Hands-on

Training

Military Training

Imagery Intelligence, United States Air Force, Denver, Colorado, 1969 to

1977. Intelligence gathering using all types of Imagery. Top Secret

Clearance

Honors

Certificate of Appreciation, Comerica Bank, 2002. Excellent Customer

Service. In Recognition of your Exceptional

Teamwork and Innovative Contributions of Behalf of Comerica Bank.

Customer Services Group Achievement Award for Professional/Technical

Excellence, UNISYS, 1995. This award, one of Unisys Highest that our group

can bestow, is made in recognition of your dedication to service quality

and customer requirements for system availability and the personal

initiative you exhibited in the Comerica Bank Equipment Relocation.

Achievement Award For Excellence, Unisys, 1994. Appreciation for your

outstanding contribution to Unisys.

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