Customer Service Manager
Resume:
Brian R. Buckley **** Montano Plaza Dr., Apt. #**F
Albuquerque, NM 87120
*************@*****.***
Skilled and talented Help Desk Analyst. I have extensive experience with desktops, laptops,
Profile
PDAs and Blackberries.
I am looking to for a position that emphasizes my past experience with PC and Network
support with advancement opportunities.
Objective
Windows XP, Vista, 7, and server SharePoint Unix
Key Skills
Active Directory Remedy Request Cisco Router Programming
Microsoft Office Network Backups Android and Blackberry
Information Security Exchange server Wireless communications
Experience Verizon Wireless Technical Support Coordinator
Quickly advanced from base customer service position to high level
Technical Support.
Exceeded all goals of calls per hour and quality guidelines.
Earned a Leading rating in first call resolution
Received Data certifications in every quarter of employment.
I have been a Tier 3 technical support coordinator for three years. If you have an issue with
your Verizon Wireless phone, I am the last person you will talk too. If I can't fix it its broke! I
support all services Verizon Wireless offers. Mobile Broadband Device and Desktop
troubleshooting (Windows XP thru Windows 7, and Mac OSX 10.4 10.6 supported). I support
Blackberry Devices including BIS Administration, email configuration, device errors, setup
and guides, and backup/restore functions. Windows Mobile Devices are supported including
Setup and configuration, email, application installation, backup and restores, synchronization
to Office, device errors, etc. Android and Palm are also supported same as others
configuration, email, sync, etc. Even the New Wi Fi Services and global services are
supported. We have up selling and add a lines as part of our monthly performance reports and
I am proud to say I have been leading in this category all year, an unrivaled accomplishment.
Our highly trained and exclusive department is recertified quarterly and true jacks of all
trades.. Previously I was A Help Desk Analyst for 4 years. I was a sales consultant for one
year and have even done construction (so I know how to work really hard).
Previous USAF Communications Computer Systems Manager –Help Desk
employment Analyst
Awarded Communications Computer Systems Manager position at the
culmination of 6 week basic training and an additional 3 months of intensive,
specialized Communications Computer Systems training
Profile
Supervised and performed as a Computer Systems analyst, coder, tester and
manager in the design, development, maintenance, testing, configuration
management, and documentation of application software systems, client
server, and web enabled software and relational database systems.
Responsibiliti Operates Customer Service and supervises related activities. Performs system hardware and software
operations, management, and administration. Loads programs, files, and databases. Selects input or
es
output media and operation mode. Responds to trouble calls, and console messages or Emails.
Isolates faults, determines causes, and recovers from malfunctions due to hardware, software, and
communications failures. Answers status inquiries. Performs operator maintenance of primary and
peripheral equipment.
Assists in program debugging. Coordinates with programmers, systems analysts and administrators,
and functional users concerning resource capability, operations, reports, and system problems. Tests
new operating systems and programs. Coordinates and establishes preventive maintenance schedules
for equipment and facilities. Ensures compliance with directives governing physical, operational,
computer, and communications security.
Coordinates and documents hardware repairs. Provides support and supervision for the client servers,
micro, and multi user communication system. Performs or assists customers in setup and
configuration of computer hardware and software. Runs system diagnostics and determines cause of
hardware, software, and network problems. Removes and replaces line replaceable units to restore
system operation. Configures and monitors hardware and software. Sets up and configures local area
and wide area nodal hardware. Installs and configures software operating systems, and network
operations application software. Monitors and operates network nodes. Provides customer service to
assist in operation, restoral, and configuration of functionally operated systems.
Manages and controls ADP resources. Maintains ADP equipment accounts and inventories.
Monitors maintenance contracts and submits reports. Prepares recommendations for equipment
acquisition or replacement. Prepares equipment processing cost reports or estimates. Maintains
liaison with using activities to achieve most efficient use of systems and customer satisfaction. Assists
system users to determine system hardware, software, and components to meet operational
requirements.
Manages communication system security and IP programs, Controls, issues, and accounts for
communications security material and equipment. Inspects form compliance with control,
accountability, use, handling, and technical specification concerning communication system security
elements. Reports security incidents and formulates and applies corrective security procedures.
Administers IP tools, performs on line IP surveys, and produces up channel IP reports. Provides
guidance for communications, computers, and emission security matters. Manages, directs, and
educates users on communications, computer, and IP security.
Evaluates and assists communication system activities. Makes periodic evaluation and assistance
visits, notes discrepancies, and recommends corrective actions. Rates communication system
activities' effectiveness, including manpower, personnel, and training. Conducts communications
computer performance evaluations and management reviews. Performs system and product control
and scheduling. Establishes processing priorities and schedules system workloads. Schedules machine
workloads. Ensures completeness of input and output. Analyzes communication system production
records and reports, operating time, and downtime to determine effectiveness. Evaluates problems
with production runs, and determines corrective action. Informs system user of problems affecting
processing. Monitors currency, program, and file use, and establishes disk residency requirements
and priorities. Ensures processing is timely and accurate, and conforms to procedures. Performs
database recovery and upgrade. Applies security techniques to preclude unauthorized access to
classified and sensitive information and misuse of automated resources. Maintains magnetic storage
media.
.
Education & Air Force Technical College Keesler AFB, MS
Credentials Communications Computer Systems Operations Technical degree, 12/01
Fairfield High School Fairfield, CA
High School Diploma, 6/01
CompTia A+ Certification in progress
Certifications
& Clearances: Top Secret Security Clearance with SCI
Contact this candidate