Technician Support

Randy L. Doss

***** ****** ***** **.

Athens, Alabama 35611

Home 256-***-****

E-Mail: ********@*******.***

Clearance: Inactive Secret

RECENT ACCOMPLISHMENTS

Aug 2010 - Sept 2010 Synergis Provided problem resolution for all

customers with hardware, software and applications problems. Resolved as

many user-reported problems as expertise permits using available tools, and

following procedures and policies for the handling of support cases.

Monitor ticket queues as assigned. Created new tickets and service requests

in accordance with established procedures gathering and recording all

required customer information and information about the reported issue.

Resolved basic service issues according to established procedures, scripts

and rules.

Escalated and/or routed help tickets and service requests according to

established procedures, rules, and scripts. Acted as a liaison between

customers and internal support staff to assure accurate problem

interpretation. Maintain communications with customers during the problem

resolution process.

Provided customer education including but not limited to presenting

information in orientation and training venues, creating training material

and communications, and contributing to documentation and knowledge-base

efforts. Participated in help desk process improvement efforts and

initiatives as directed. Learn about the broader context of the computing

infrastructure.

May 2009 - Present Barrister Global Services Serviced the public as

a pc and printer technician building, upgrading, and repairing pcs and

printers.

Oct 2007 - May 2009 Regions Technology/Regions Bank and Interstate

Billing as a corporate desktop support technician. Assisted a large variety

of users for both computer and network related issues with direct support

as well as phone and remote support diagnosing and troubleshooting

computers, laptops, printers, network components, applications and various

operating systems for both break fix and preventive solutions. Building,

upgrading, and repairing PCs and laptops and printers. Worked in

installing, testing, and configuring Win 2000 and xp. Supported all

Microsoft Office applications, Lotus Notes for email, specialized

applications for pcs and server based applications. Support VPN

applications for the local client and their customers. Utilized Ghost and

other network software. Served as a printer technician in over 25 models

of laser printers. Operated and supported Vantive ticketing system.

Nov 2005 - Sept 2007 SAIC / Missile Defense Agency contract Served as

a corporate desktop support technician. Assisted a large variety of users

for both computer and network related issues with direct support as well as

phone and remote support. . Used Active Directory to manage user accounts,

password resets, and groups. Supported local servers and main frame

software. Worked in installing, testing, and configuring an enormous

variety of applications and operating systems Win2000 and XP. Supported all

Microsoft Office applications, Outlook for email, specialized applications,

Adobe, and many other applications. Supported Blackberry phones and thin

client and CAC login in a controlled secret environment. Served as a pc

and printer technician building, upgrading, and repairing pcs and laptops

and printers. Operated and supported Remedy, and Vantive ticketing systems.

July 2003 - Sept 2005 InfoPro / NASA contract Worked as a regional

helpdesk support analyst. Answered and solved support calls for NASA for

multiple domains. Used Active Directory to manage user accounts, password

resets, and groups. Supported local servers and main frame software.

Administered accounts for eighteen sites and 2000 users. Administered

support for SAP. Monitored critical servers and phone circuits through hp

Openview. Worked trouble calls by email. Maintained after hour support for

NASA Administrator, Emergency Operations Center, and Site Phone Operators.

Operated and supported Remedy, Vantive, and Altiris ticketing systems.

Mar 2000 - Jun 2003 Getronics / bp contract Assisted a large variety of

users for both computer and network related issues with direct support as

well as phone and remote support. Serviced the Decatur bp chemical plant as

a corporate desktop support technician in installing, testing, and

configuring an enormous variety of applications and operating systems DOS,

Win3.1,Win95,Win98, Win2000. Supported Microsoft Office applications,

Outlook for email, AutoCAD, Adobe, and many other application. .

Diagnosing and troubleshooting computers, printers, network components,

applications and various operating systems for both break fix and

preventive solutions. Building, upgrading, and repairing PCs and laptops

and printers. 1 Used Vantive ticketing system.

Sept 1998 - Mar 2000 Varsity Computing Inc. Serviced the public as a pc

and printer technician building, upgrading, and repairing pcs, laptops and

printers. Certified Hewlett Packard and Lexmark technician in over 25

models of laser printers and plotters. Supports over 200 models of Dell,

Compaq, HP, and IBM systems for repairs and warranty work.

EDUCATION

Virginia College

Abilene, Texas

McMurry University

Abilene, Texas

University of Illinois At Urbana-Champaign

Champaign, Illinois

Air Force Community College

Abilene, Texas

Athens High School

Athens, Alabama

MILITARY HISTORY

United States Air Force, Retired

System Information Specialist

References upon request.

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