Customer Service Supervisor
Resume:
Glenn E. Loveless, Jr.
abhlpp@r.postjobfree.com
Stafford, VA 22554
Telephone: (H) 540-***-****
Mobile: 571-***-****
SUMMARY OF QUALIFICATIONS
Excellent customer service skills, great interpersonal skills, team player and great pragmatic and systematic research skills.
Excellent troubleshooting skills. Ability to assess needs, analyze and solve problems; attention detailed.
Possess ethics and character of the highest caliber; recognized for giving 100% . Willing and eager to learn at full potential.
Able to resolve technical problems requiring minimal supervision.
Able to work in a team environment.
Self-motivated, professional and competent.
Capable to handle multiple tasks and prioritize accordingly.
Extremely reliable and dependable to maintain schedule as designated.
Currently hold a Custom Clearance. (Issued by the Department of Homeland Security)
Currently attending Northern Virginia Community College studying Information Technology.
Offering a balance of technical proficiency, initiative and the ability to interface effectively with all levels of management, personnel
and clientele.
Areas of Competency Include:
Master knowledge in the following operating systems: Windows 7, Windows XP, 2000, 9X, ME, UNIX, Red Hat Linux, and
print service for Windows;
Proficient knowledge of the following software: Microsoft Office 2003 and 2007, Adobe Photoshop, Adobe Premiere
Professional, Outlook 2003, Netscape Navigator/Communicator, Norton Ghost, Norton anti-virus 10, McAfee Anti Virus 8,
HTML, WinZip, Internet Explore 8, Microsoft Office Communicator
Implementing and supporting Windows 2000\NT Server, Windows XP\2000\NT Workstation, configuring TCP/IP, DHCP,
WINS, DNS, etc. on Windows XP/2000 workstations.
Building PCs, configuring static and dynamic routing on multiple NT Server boxes, applying service packs, upgrades and
patches. Installation of network components such as switches, routers, bridges, and hubs.
Managing and administering Active Directory accounts.
EMPLOYMENT HISTORY
Desktop Administrator June 2010 - Present
The Boeing Company
Arlington, VA
Contractor: Dell\K-force
Supervisor: Mr. Gary Curtis 571-***-****)
On a daily basis I am responsible for Analyzing issues to determine the cause of Computer equipment, software,
Blackberry mobile devices and Office phone malfunction. Handle and resolve technical issues in a timely manner to
insure customer satisfaction. I am to ensure that Video Teleconference meetings are arranged and working accordingly
prior to Boeing executive staff meetings. I also install and test computer systems as well as peripheral equipment to
verify they are within Boeing Standards and guidelines before transferring equipment to users for use.
Refresh Image
Break-fix repairs
Remote access
Order replacement Parts
New user installments
Backup data from retiring machine to the Backer server, and restore data to new machine and verified data
integrity.
Hardware Support
Hardware Installations and upgrades
Application software support
Application software installation and upgrades
Maintains Asset inventory
Assist with Server Maintenance
Prepare Video Teleconference meetings
Set up and configure blackberry
Carry after-hours support Blackberry cell phone to support users on a 24/7 time frame.
Computer Hardware Technician March 2008 – June 2010
Department of Homeland Security
U.S. Customs and Border Protection
Springfield, VA
Contractor: Viatech Systems Inc.
Supervisor: Mr. Stephen McCarter-Dadzie (301/385-7553)
As a Computer Hardware Technician, I am responsible for supporting operations of computer and peripheral
equipment owned by Customs and Border Protection. Responsible for supporting continuous operation of computer
and peripheral equipment that is owned by CBP. Analyze operational problems in an online environment which
involve local and remote equipment and determine if action is needed to restore operations as soon as possible. If user
is unable to perform troubleshoot when instructed via telephone or email, I then contact the Field Technology Engineer
to troubleshoot problem on-site.
Monitor equipment to ensure that the users system is operational and is in conformance with all Customs and
Border Protection specifications.
On critical calls monitor vendors and ensure that service level agreement has been satisfied.
Responsible for ensuring that Peripherals operate correctly within a predefined environment according to
user.
Assist with the field technicians in the diagnostics analysis and localization of problems within the computer
system.
Ship the necessary part or equipment to user if determined they can install onsite.
Track equipment being shipped from and to the field using specific software.
Train LAN admin counterparts in troubleshooting and installing and replacing hardware.
Keeps track of information on equipment using online tracking software for all of US Customs and Border
Protection.
Electrician Helper September2005 – March 2008
Kolb Electric
Reston, VA
Supervisor: Mr. Glenn Loveless 703-***-****
On a daily basis, I work with electricians assisting them with installing, replacing and repairing electrical outlets, light
fixtures, recess lights, ceiling fans and electrical wiring throughout homes. I am responsible for making sure the
vehicles are loaded with the proper tools and materials prior to going out on a jobsite. Upon completion of work at a
homeowners’ home, I assist in cleaning the area and ensure everything is put back in place. Work is done in private
and commercial businesses, private residence and in new developed and old construction sites.
Troubleshoot electrical problems for homeowners
Provide electrical support
Communicate customer needs to supervisor and recommend solutions
Install Light poles
Stock materials needed daily to complete jobs
Office Support Clerk June 2005 - August 2005
National Nuclear Security Administration
Office of the Chief Information Office
Washington, DC 20585
Supervisor: Ms. Lois McKinnon (Retired)
During my summer employment with the National Nuclear Security Administration, I assisted the contractor support
IT Team. On a daily basis, I supported the IT Team assisting customers who had computer and/or printer problems. I
assisted NNSA and Department of Energy users with Troubleshooting calls. When not on calls, I monitored the help
desk with calls from customers and assisted them with trouble calls over the telephone. If calls could not be handled
over the phone, I assigned a technician to go out to assist the users. I performed inventory on computers, printers,
Laptops and Blackberry’s.
Install computers for new users
Update and install software for users
Updated inventory on IET and Sunflower Databases
Synchronize Blackberry’s
Set up accounts for new users and customize their settings
Install memory into computers and printers
Install Microsoft Windows using Ghost
Repair and/or replace computer equipment and printer
Education
Northern Virginia Community College (NOVA) August 2004 – Present
Woodbridge, VA
Major: Information Technology
Potomac Senior High School September 2000 – June 2004
3401 Four Year Trail
Dumfries, VA 22026
HS Diploma
References available upon request.
Contact this candidate