Manager Customer Service
Resume:
Michael D. Blain
Dallas, Texas
abjk7q@r.postjobfree.com
Summary Hardware
IBM AS/400 and Personal Computers
Software
PC: Windows 3.1, Windows 95, Windows 98, Windows NT, Windows
2000, Windows XP,
Novel ConsoleOne, GroupWise 7, Microsoft User Manager,
FiberLink, Host On Demand
IBM: RPG, RPGII, RPGIII, RPGIV, CL, DDS, SEU, RLU, SDA, SQL,
Query, MAPICS II,
JDEdwards OneWorld B73.3, Lawson, KBM, Sales Use Tax, QuestView
Version 8.3,
DBU Version 5.0, Fax Server/401 Version 5.10, MICR Font,
Hawkeye-8.1, AM2000-
Application Manager 2000 Release 2.1, Software 2000, Tivoli
Problem Tickets Version
6.0, Client Access, Rumba Office 2000, Reflections, Remedy,
Quintus, Peregrine
Experience PC Technician December 2009 to June
2010
SA IT Services, Dallas, Texas - I replaced laptop and
desktop computers. My basic function was to do a backup of
the data, replace the equipment, restore the data and make
sure the major applications work on the new system. I also
helped with problem resolution on the new systems.
Onsite Technician December 2007 to
October 2009
Unisys, Dallas, Texas - I was responsible for installing,
maintaining and repairing company and multi-vendor
systems which include hardware, software and networking
products as well as operating systems. I ensured customer
satisfaction by advising customers on preventative
maintenance and configurations which may impact product
performance. I have received excellent feed back, from
customers and my superiors, on my customer service and
issue resolution.
Computer Technician September 2006 to to October 2007
RCM Technologies, Dallas, Texas - Diagnose and repair
computer problems (order addition parts if required) at
customer site. Use IVR transactions to update status of
service call in SAP. Receive excellent responses from
customers to customer surveys. These responses resulted
in addition service calls to be awarded to my service
area. My performance also helped the company get the
2007 Partner of the Year award.
Help Desk/PC Technician September 2006 to September
2006
Millennium Search, Memphis, Tennessee - Provided
telephone support to employees with hardware or software
issues. In addition to operating and office software, I
provided network support with Microsoft User Manager and
Novel ConsoleOne. I also provided dial up support of
FiberLink and certificates to Sales Agents. Resolved
issues on the phone and in person. I assigned issues to
the department responsible for the resolution, if I could
not resolved the issue on the phone. Diagnosed and
repaired laptop problems. Did software builds of new
laptops for deployment to employees. Assisted others in
the department with diagnosis and resolution of employees
hardware and software issues.
Help Desk Contractor February 2006 to May 2006
TekSystems, Memphis, Tennessee - Provide first level help
desk support to employees signing up with their new E-
Mail user Ids and passwords. Determined the problem the
caller was having and checked the status of their
account. Made needed changes to their account and
assisted them to complete the signup process. Documented
the problem, solution and final resolution, of the call,
in Quintus. Created new solutions for problems the
callers were having. Reported trends of issues the
callers were having to my supervisor. Created a report
of the calls received for the day. Maintained above
average closed calls for my department.
Laptop Technician Contractor September 2005 to
February 2006
Aerotek, Memphis, Tennessee - Diagnosed the problem with
the laptop and repaired it. Documented the problem and
the repair requirements with Oracle. I also did the
diagnosis of laptops for less experienced technicians. I
provided technical assistance to other technicians, who
need help in repairing the laptops. I created solutions
to help with the diagnosing and repair of the laptops.
I had a zero quality failures and no returns on the
laptops I had repaired.
Computer Support September 2002 to June 2005
Self Employed, Dallas, Texas - Provide computer hardware
and software support for my clients. I provided
telephone support for my customers. If I could not solve
the problem on the phone I would provide on site support.
PC Technician December 2004 to March 2005
MSX International, Dallas, Texas - New PC Installation.
Unpacked PC or Laptop, Installed Operating system on new
PC's with Ghost, Backed up users old system, Restored
user file from Ghost and installed needed software
applications.
Computer Consultant May 2004 to June 2004
PlanetOxyzone, Dallas, Texas - Installed PC hardware and
software on a peer-to-peer network, for the opening of
the business. Provide documentation and training for the
use of the installed systems.
Help Desk Support October 2002 to April 2004
Kforce Professional Staffing, Dallas, Texas - Provide first
level help desk support to employees, business partners
and/or customers who are experiencing difficulties with
the company's loan application and processing
systems/applications. I provided troubleshooting support
for all the company's hardware and software needs.
Primary responsibilities include resolving issues of a
moderately complex nature requiring strong analytical
skills and providing on site support. I received a
promotion because of my excellent communication skills
along with my ability to handle difficult customers.
Education and Training
Dell Certified in Desktops, Laptops and Printers
Hp-Compaq Certified in Desktops and Laptops
CompTIA A+ Certified
Microsoft Certified Programmer (MCP) - SQL
TechSkills, Dallas, Texas
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