Customer Service Software
Resume:
Andre' J. Hancock
Stone Mtn, GA 30087
************@*****.***
PROFESSIONAL OBJECTIVE
Goal oriented individual seeks a challenging career position in an
Information Technology department that will utilize, enhance, and benefit
from my technical, analytical, and communication skills.
SUMMARY OF QUALIFICATIONS
Ten and half years' experience in Corporate IT. Expertise in PC and client-
server support. Excellent problem-solving skills and a strong technical
aptitude. Solid organization and customer service skills. Ability to
communicate well
verbally and in writing. Self motivated and collaborates well with others.
EDUCATION
Cleveland State University. Sophomore.
Southwestern Christian College: Associate of Science Degree 1987
Shaw High School, East Cleveland, OH. Graduated 1985.
COMPUTER SKILLS
Software: Dos 6.22, Windows NT/XP/2000/Vista, MS Office
95/97/2000/2003/2007, Laplink 4.0, Global Relacs,
WinZip, Extra! Personal Client 6.5, Lucent Message Manager, BeyondMail
for Banyan, Ghost, Peregrine,
Partition Magic, PCAnywhere, McAfee, Netscape, Lotus Notes, Reflection
for IBM\UNIX\DIGITAL 8.0,
AS400, Citrix ICA 6.0, VPN Client, Stormwatch, Remedy, Radia.
PROFESSIONAL EXPERIENCE
Atlanta National League Baseball Club, Inc. GA (2/09 to Present) Security.
Responsibilities include:
. Responsible for insuring that the fans conduct themselves in a orderly
manner within the ballpark.
. Responsible for checking the fans and their items before they enter
the ballpark.
. Responsible for making sure the ballpark is secure in the evenings.
. Responsible for monitoring the security camera's
. Responsible for keeping a log of daily activities and disbursements.
RISE IMG. GA (10/06 to Present). Senior Analyst, IT.
Responsibilities include:
. Creating and managed active directory accts along with resetting
user names and password accts and varies
other software.
. Managing IT problem management database and perform
administrative duties (billing, pc install work orders).
. Interacting with clients on a schedule basis and responsible for
break/fix/install support.
. Responsible for configuring PC's, laptops and PDA's for
varies clients.
FNFS Inc. GA (09/06 to 12/09). Home/Field Inspector.
Responsibilities include:
. Providing self-supervised home inspections on varies homes.
. Interacting with homeowners and/or tenants to verify homeownership.
. Responsible for taking pictures of ftv and/or damaged homes.
. Responsible for providing a thorough inspection of the property
ROBERT HALF INTERNATIONAL. [Worksite: Progressive Insurance] Mayfield
Village, OH (10/04 to 09/06). Client/Server Specialist.
Responsibilities include:
. Responsible for managing a team of 6 employees.
. Providing self-supervised desk-side support evaluating problems with
CPU's, devices and software.
. Interacting with Progressive Insurance employees on a daily basis and
responsible for a wide range of break/fix/install support.
. Responsible for configuring PC's, laptops and PDA's with a wide range
of software for developers,
programmers and executives.
. Responsible for evaluating problems with CPU's, printers, hardware and
software.
. Managing IT problem management database and perform administrative
duties.
ROBERT HALF INTERNATIONAL. [Worksite: Barnes Group] Cleveland, OH (10/03 to
09/04). Helpdesk/Tech Support II.
Responsibilities include:
. Providing self-supervised phone support for over 1000 field
agents with scanners.
. Responsible for evaluating problems with CPU's, printers,
hardware and software.
. Responsible for configuring PC's and laptops for over 300 local
user's.
. Responsible for configuring scanners for field agents .
. Managed IT problem management database and perform
administrative duties.
SAPPHIRE/TEKSYSTEMS. [Worksite: Avery Dennison] Painesville, OH (9/00
to 09/03). Desktop/Helpdesk
Support Specialist II.
Responsibilities include:
. Responsible for managing a team of employees.
. Providing self-supervised desk-side support evaluating problems
with CPU's, devices and software.
. Interacting with Avery Dennison employees on a daily basis and
responsible for a wide range of break/fix/install
support for approximately 950 users in two different building.
. Configuring PC's with Window NT/2000 and Windows 95/98,
supporting msoffice 97, lotus notes, palm pilot,
reflections and novell.
. Creating and managed active directory accts along with resetting
user names and password accts and varies
other software.
. Managing IT problem management database and perform
administrative duties (billing, pc install work orders).
ALTERNATIVE RESOURCE CORPORATION.
[Worksite: Lesco Inc.,] Rocky River, OH (6/00 - 9/00). PC Support
Specialist II.
Responsibilities include:
. Providing self-supervised phone support for 175 Golf Agents and
254 Service Center Stores.
. Responsible for evaluating problems with CPU's, printers,
hardware and software.
. Interacting with Lesco employees on a daily basis and
responsible for a wide range of break/fix/install support.
. Responsible for configuring PC's and laptops for Einstein Jr,
netscape, netscape mail, AT&T worldnet dialer,
powerplay, pcanywhere and msoffice 97.
. Responsible for scheduling and setting up mobile laptop computer
training lab and presentation equipment.
. Performing the setup and packaging of initial loads, managed NT
user names and passwords along with
administrative duties (billing, PC install workorders), worked
with outside vendors for extensive PC repairs and purchasing.
[Worksite: Jones, Day, Reavis & Pogue] Cleveland, OH (4/00 to 6/00).
PC Specialist II.
Responsibilities include:
. Providing support for Win98 rollout.
. Responsible for building new and used pc's from fdisk status.
. Installing varies types of software used by different lawyers
and secretaries.
[Worksite: Ohio Savings Bank] Cleveland, OH (1/00 to 3/00). PC
Specialist II.
Responsibilities include:
. Providing self-supervised desk-side support mainly for the
call center and other users at Ohio Savings Bank.
. Responsible for evaluating problems with CPU's, devices and
software.
. Interacting with bank employees on a daily basis to perform a
wide range of break/fix/install support for
approximately 1000 users.
. Responsible for configuring pc's with Window NT and Windows
95, supporting msoffice 97, passport and
pcanywhere.
[Worksite: Eaton Corp.] Cleveland, OH (5/97 to 1/00). PC Specialist
II.
Responsibilities include:
. Providing self-supervised desk-side support for executives,
secretaries and others Eaton WHQ and TCC users.
. Evaluating problems with CPU's, devices and software. Interacts
with Eaton employees on a daily basis and
responsible for a wide range of break/fix/install support for
approximately 750-775 users.
. Configuring pc's for beyondmail 3.5, mainframe access, dial-up
access, msoffice 95/97, expense report, tcp/ip
and pass in a GUI based environment.
. Configuring Banyan Vines to run on Windows95 and Windows NT,
also managed some NT user names and
passwords.
. Performing upgrades along with configuring software and
hardware. Configured PC's for network controller
cards. Setup OCRPrint for Mainframe Printing. Responsible for
managing IT problem management databases
(Service Center Peregrine) for WHQ and TCC.
. Performing administrative duties (billing, pc install
workorders), works with outside vendors for extensive pc
repairs.
[Worksite: UPS] Highland Hts, OH (1/96 to 5/97). Computer Tech.
Responsibilities include:
. Setting up appointments to install new computers and printers
for different ups customers, traveling varies miles
providing technical support, downloading and uploading
information for both ups and customer needs.
. Providing training for the customers on how to use the ups
professional online shipping software.
. Repaired and/or replaced varies hardware parts on the pc or
printer.
MILITARY HISTORY
OHIO ARMY NATIONAL GUARD. (1990 to 1998). Honorable Discharge. (Medic)
Responsible for retrieving vital
sign information from patients and keying information into the medical
database. Administered inoculations, initiated
intravenous therapy, and supplied oxygen to patients.
REFERENCES AND ADDITIONAL INFORMATION AVAILABLE UPON REQUEST.
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