Customer Service Software

Thomas Kellett

**** ******* ****, ***. *

Hermantown, MN 55811

Phone: 218-***-****

E-mail: *********@*******.***

A+ Certified, IT Support Technician seeking a position with a spirited

team promoting technical evolution, continual learning, and exemplary

customer service

CORE COMPETENCIES

. System installations, upgrades, maintenance, and disaster recovery

. Respond to user requests via telephone, email, remote access, and

in-person

. Identify, analyze, and resolve complex problems in

collaboration with users across multiple departments

TECHNICAL SUMMARY

NETWORK CAT5 network cable installation, management, termination and

certification, Cisco router IOS support, LAN/VPN, Citrix

MetaFrame remote access, WLAN controller systems

HARDWARE Repair, replacement, and maintenance of Gateway, Dell,

IBM, and Lenovo workstations, laptops, and peripherals

including motherboard, hard drive, memory, display

adapter, power supply, network card, video display, and

chassis

HP, Brother, Xerox multifunction printer support and

maintenance, HP and Epson scanner support, Quantum and HP

DLT/LTO data backup devices

SOFTWARE MS Windows 95, 98, NT, 2000, 2003, XP, 7

MS Office 2000, XP, 2003 and 2007

Symantec Ghost Solution Suite 2.5

Symantec Backup Exec 12.5

Symantec Antivirus 10.1.5

SMA Heat, MKS Integrity

LANDesk Management Suite

BasWare Invoice Automation

Autodesk Architectural software

ESRI Geographic Information Systems

PROFESSIONAL EXPERIENCE

Desktop Support Technician - Maurices Inc., Duluth, MN

10/1996 - 10/2009

. Configured, installed and tested hardware and peripheral

components on site

. Recorded and actively tracked service requests using MKS call

tracking software

. Collaborated with team members to establish procedures for

current and future projects

. Created instructional documentation pertaining to software

installation, operation, and support

. Administered & maintained disaster recovery systems for all

corporate desktop and laptop systems

. Provided first line support for Microsoft Windows operating

systems and Office Productivity software

. Managed, evaluated, analyzed, repaired and/or replaced

hardware, software, peripheral equipment as needed

. Implemented a hard disk imaging process reducing downtime

while saving valuable time, money and resources

. Provided accurate, timely, and creative solutions

encompassing a variety of hardware, software, and peripheral

equipment

Implemented and Administered the Following Critical Systems:

. Symantec G-Disk wiping and Backup Exec strategy on 400+ desktop and

laptop systems to ensure data security

. Symantec Ghost image management for department-specific deployment

and disaster recovery

. UPS/Spee-Dee freight management software to facilitate all

corporate shipping/receiving functions

PERSONAL

. Animal Allies Duluth Humane Society - Volunteer IT support, 2009-

present

EDUCATION & CERTIFICATIONS

. Microcomputer Support Specialist, Lake Superior College, Duluth, MN

. Network Administration, online program in progress, Lake Superior

College, Duluth, MN

. CompTIA (A+) 2009 Edition (220-701 / 220-702)

. Immediately available with desire to relocate to the Twin Cities

metro area

AWARDS & RECOGNITION

. IT Customer Service Associate of the Year, 2002

Contact this candidate