Customer Service Technician

Steve Whitcher

**** **** *** ******, ** ***** * *********@*****.*** * 309-***-****

Objective: To secure a computer and network technician position utilizing

my skills in the areas of networking, hardware installation and repair,

software applications, and customer service to the benefit of the employer

while accepting new challenges, experiencing professional growth, and

having the opportunity to excel.

HIGHLIGHTS OF QUALIFICATIONS

< 13 years of hands-on Information Technology experience.

< A+ and MCTS Windows 7 Configuration Certified

< Highly skilled in management of various platforms including Windows 7,

XP, Server 2008, Exchange

< Experienced managing various server roles, including DNS, DHCP, File and

Print Services, Hyper-V, and Terminal Services

< Excellent understanding of end user application including Office, Access,

GroupWise, and many medical billing and patient care applications such as

NextGen, Cerner, and Intergy

< Received Vice-Presidential Award of Service

EMPLOYMENT & EXPERIENCE

2009 -- Present: Systems Administrator - Community Health Care, Inc.

< Worked as part of a small IT staff managing all aspects of a network

covering 6 locations and about 250 employees. Provided 2nd tier

support for all client issues. Responsible for Domain Controllers,

Hyper-V Virtual Servers, Enterprise Antivirus, Backup & Recovery,

Network Fax Server, System Center Essentials, and PACS Radiology

servers. Assisted with management of SharePoint server and network

equipment.

o Reduced IT Staff time required to build images & deploy

workstations by building a network deployment system using

Windows Deployment Services and created a universal windows 7

deployment image.

o Implemented Bit locker whole drive encryption on all portable

computers to protect confidential information.

o Designed & implemented new backup & recovery scheme, improving

data retention to nearly 6 months, with monthly backups archived

permanently.

o Oversaw major new system installations including pharmacy

management and computerized Xray systems.

2008 - 2009: Computer Operations Tech - Genesis Health System

< Maintained computer network and servers in data centers spread over 4

primary computer rooms and remote sites. Performed daily, weekly, and

monthly backups of hundreds of servers. Managed backup archives and

tape rotation, with multiple tape libraries. Responsible for

scheduling and electronic distribution of reports to various

departments and individuals throughout the health system using Crystal

Reports.

2006 - 2008: Help Desk Representative - Genesis Health System

< Provided help desk support to users across the health system which

encompasses multiple sites with almost 5,000 employees. Have a vast

knowledge of over 400 different software applications. Responsible for

creating and managing trouble tickets and work orders. Assigned

system issues and location specific issues to the appropriate IT

personnel. Contacted and coordinated support staff during major

system outages. Remotely installed and configured applications for

employees.

2003 - 2005: Customer Service Representative - SBC (AT&T)

< Provided billing and technical support to customers in a 5 state

region of America's largest telephone and internet service provider.

Utilized communication skills to work through challenging

conversations with customers to achieve excellent customer

satisfaction. Assisted customers in understanding complicated utility

charges. Provided support to customers in basic troubleshooting of

telephone and internet services.

1998 - 2003: PC Technician, Sales, Cashier - Best Buy

< Support customers of a Fortune 500 company, the largest specialty

retailer of consumer electronics in the United States. Utilized

troubleshooting skills to analyze and resolve issues with PC and

Macintosh systems. Performed hardware and software upgrades, as well

as essential computer maintenance. Provided limited technical advice

to customers wishing to attempt their own work. Assisted consumers

with decision making related to major purchases.

1999 - 2002: Broadband Technician - Self Employed

< Contracted with large cable and internet service companies to install,

service, and repair cable, internet, and phone services. Worked with

end users to enable existing equipment to take advantage of new

services. Educated end users on equipment operation and use of

services. Installed private wired and wireless networks, routers, and

system upgrades for customers.

1998 - 1999: Help Desk Technician - Teksystems

< Provided support on contract to the US headquarters of KONE elevator

company and remote sites. Resolved trouble tickets for hardware and

software issues on site when phone support staff was unable to correct

issues remotely. Create, maintain, and update system images for

client and server systems.

1998 - 1998: Laptop Repair Technician - Chenhall's Temporary Services

< Provided services on contract to an authorized service provider for

Compaq, Toshiba, and IBM laptop computers. Diagnosed faults in

notebook computers and determined the warranty coverage. Performed

repairs and replaced components under warranty or at customer expense

after obtaining approval for out of warranty repairs.

EDUCATION

Studied Windows Server Administration; Black Hawk College

Contact this candidate