Customer Service Manager
Resume:
Kevin M. Minges
************@***.***
Centerville, OH 45458
NETWORK ADMINISTATOR, IT MANAGER, PC TECHNICIAN
Accomplished manager with extensive leading-edge IT experiences in
delivering exceptional customer satisfaction and improving overall
operations.
Highly experienced within diverse, fact-paced environments.
Technical Experience
Certifications:
A+ 2003, Net + 2009, Security + 2008
MCITP Server 2008
Operating Systems & Software:
Microsoft Office 2003, 2007
Windows 2000, XP, Vista, Win 7: Workstation
Microsoft 2000/2003/2008: Server
Microsoft SQL 2000/2003, Citrix (thin client),
Active Directory, Macintosh OS, Lotus Notes/Domino
Hardware:
CISCO, 3Com & Netgear Switches, Ethernet Hubs, Laptops & Workstations &
Servers (HP, Dell, Micron, Compaq, IBM), Modem configuration and
installation, Network Cards, Memory, Printers, Scanners and other
peripherals.
Skills:
Software installation, installation and repair, networking PC's, routers
Intra/Internet systems and email systems.
College/HS:
Clark State/Networking Associates Certification 2000
Beavercreek High School
Professional History
FVG Future Vizion Group LLC
23 South Second Street, Miamisburg OH 45342 Sept 2008 - Present
DVS Digital Video Security
2360 W. Dorothy lane, Kettering OH 45439 Aug 2007 - Sept 2008
IT Manager/Network Administrator
. Server 2003 Administration
. Internet Business Configuration
. Remote control into end users workstations for troubleshooting,
. instruction, and configuration
. Recover data from unbootable laptops and workstations
. Configure and repair network, personal printers and scanners
. Active Directory Administration
IBM Global (AK Steel) Middletown, OH 45044
IT Systems Analyst Dec 2005 - Aug 2007
. Configure new PCs and Laptops
. Remote control into end users workstations for troubleshooting,
. instruction, and configuration
. Recover data from unbootable laptops and workstations
. Configure and repair network and personal printers and scanners
. Active Directory Administration
. Responsible for providing a variety of reports to multiple department
heads
. Network wiring on CISCO router systems, ensure proper
. communication and speed while maintaining CISCO standards
. Perform differential backups on IBM mainframes
. Networking configurations; system DNS, DHCP with subnet mask,
. proxy settings,
. host scripts, & Visual Basics Scripting
. Configure telnet and port settings on IBM mainframe TS4000
. Configure wireless settings and hardware
. Maintain end users security rights
. Define User permissions and rights on folders
. Configure Firewalls and Firewall Zones on LAN & WAN
. Responsible for accurate and detailed inventory tracking and reporting
. Verify and track software licenses
. Responsible for creating knowledge base documents
. Provide end user training on hardware and software utilizations
. Programming of SQL, Visual Generator
Time Warner Cable Kettering, OH 45415
Tier 3 Help Desk Tech July 2004 - Dec 2005
. Provided technical support and proficient servicing of HSD services
. Provided technical support to assist customer and HSD Installers
. Complied with and enforced all policies, procedures and standards
. Observed and assisted in the enforcement of installation guidelines
. Interacted with HSD Managers to ensure policies and service levels
Schear Financial/Cashland 100 East Third Street, Dayton, OH 45402
IT Administrator Assistant - Aug 25th 2003 to July 6th 2004
. Experience with windows 2000/2003 Server and Windows 2000
. Workstation Administration
. Advanced to Expert knowledge of windows 2000/2003 troubleshooting
. Advanced to Expert knowledge of Microsoft SQL 2000
. Maintained a high degree of confidentiality
. Excellent time management and organizational skills
. Advanced to Expert experience with MS Office Excel, Word, and Outlook
. Effectively communicated with all levels of the organization and
management
. Maintained high standard by utilizing company published policies and
procedures
. Provided Helpdesk support at levels 1, 2, and 3
. Implemented new store setups and installs
. Maintained company equipment
. Performed Break/fix of all store hardware
Speedway Super America LLc, SSALLC PO Box 1500, Springfield, OH 45501
Help Desk Tech Aug 18th, 1998-Aug 25th 2003
. Provided expertise in Novell and Window NT platform stores
. Responded to Store/Pump down calls
. Assisting field employees to trouble-shoot hardware or software issues
. Responsible for out of the call queue on non-emergence software or
hardware calls in a timely manner
. Assisted in training of new employees
. Performed Call Tracking of calls
. Performing system backup and maintenance on Call Tracking software for
the Help Desk server
. Evaluated and escalated problem calls to Level II technician if needed
. Communicated to upper management of any escalated calls
. Communicated with field personnel informed of any delays or critical
problems
. Successfully tracked and documented issues assigned to any third
parties until resolved
. Responsible for carrying a rotation pager in order to assist end users
with hardware/software emergencies
. Represented the company or department in inter-company or outside
third party meetings,
. Participated in IT discussions concerning solutions to issues
. Served as a mentor for other departmental co-workers
. Recommended changes to systems or reporting
. procedures to improve over-all
. performance of the department
. Consistently cross training with multiple levels of support personnel
to enhance my skills and abilities
. Provided excellent customer service
. Conducted special projects as assigned by management
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