Engineer Customer Service
Resume:
LEVI STOCKE
Rive
rside, CA *****
(***
levi7st
****@*****.***
DESKTOP CUSTOMER SUPPORT
Onsite project leader • Information Technology Engineer
Expertise: Help Desk Support/ Project Vision & Deployment/ Project Solutions
Accomplished IT Engineer with 7 years of success and expertise managing IT team, deploying
application solutions, maintaining and installing infrastructures, working in high stress
environment instituting quick and knowledgeable solutions. Recognized for strengths in meeting
every customers need, handling top priority issues while meeting deadlines, following procedure,
logging trouble tickets in software provided while handling high call volumes.
80% IT telephone support
Granted high security access
Led team at 20+ locations in the Southern California area.
On customer request for all projects to date.
A+ Certified
KEY PROJECTS
Deployed US Bank encryption in all of Southern California Region for the Downey
Savings locations.
Identified and resolved 1400 infected Riverside Medical Center personnel PC’s then
proceeded to assist with custom builds for the varying departments.
Granted access to Reimage and troubleshoot for Military use PC’s.
Deployed US Bank conversion from Cal National. Replaced server and routers.
CAREER HISTORY & ACCOMPLISHMENTS
TEK SYSTEMS – Riverside, CA 2008 – Present
NETWORK & DESKTOP SUPPORT ENGINEER
Brought on board to travel throughout California supporting different client sites and in-
store site locations for Phone Support, Customer Service, System Administration,
configuration, hardware installations, migrations and images. Provides encryption of hard
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drives, perform data wiping processes, prepare equipment for shipping, cable
management, server installation and hardware removal.
• Directed installation of high level Sysco Routers and installation on
racks.
• Insured connectivity from site location to command center.
• Customer onsite and telephone support for questions regarding install,
problematic circumstances and any other concerns the client had.
FACTORY CONNECTION 2007-2008(contract)
IT DESKTOP CONSULTANT
Leveraged wealth of IT expertise and specialized in complete technical support, VPN clients,
problem solved escalated tickets, phone support, all done as the sole technical contact for Factory
Connection’s global users. Configured software, virtual network, and remote connections (AT&T
Dial-up, Verizon Wireless, VPN, etc.) Lead migration and ghosting (Symantec Ghost) projects by
specific department. Also was responsible for leading laptop deployment projects for companywide
rollout including migration of user profiles. Provided DVD backup and restore for complete company
data storage. Created user/machine accounts and granted permissions on a request/approval basis. In
charge of installation/troubleshooting/support for E-Copy (Outlook client) remote desktop scanning.
Set up LAN for in-house network using Linksys routers and configured workgroup switches for the
varying locations. Responsible for custom desktop builds to meet user needs.
• Transformed office to virtual wireless environment using VPN client
configured with server.
• Migrated personal user PC’s to Microsoft Office XP.
• 75% desktop phone support and solution walkthroughs for 40+
users.
• Logged problem/solution tickets in YIC ticketing software.
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CHARTER COMMUNICATIONS 2006-2008
BROADBAND TECHNICIAN LEVEL 1
Executed client support calls, performed in-home cable, telephone and internet installations. Handled
Customer support by answering a wide variety of related technical questions, setup wireless networks,
provided advanced troubleshooting with digital cable and gave any other issue resolutions for company
customers within 40 mile radius. Technical support consisted of PC, MAC, networking, Digital cable, and
telephony connection problems. My position acted as the central point of contact for any technical issues,
including remote access, cable modems, firewalls, virus software, etc. in a specific geographical area.
• Configured In-Home Wireless networks using Net gear/Linksys routers and equipment.
• Had revolving 24hr phone support for my install customers.
• Used Nextel based problem code ticketing program for work done on site.
EDUCATION & PROFESSIONAL ENRICHMENT
• Diploma – Missouri University general education
• A+ Certification
• SYSCO Web Design
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