Customer Service Software

THOMAS PROVO

**** ********** ** #*

Dallas TX 75287

Email - *********@*****.***

Phone - 817-***-****

Objective

I want to bring to your attention the achievements, skills, strategic thinking and leadership abilities

enabling me to exceed at your company.

KEY SKILLS and Experience

Windows 2000/XP (15 years,) MS Office (15 years), Active Directory (7 years), VPN (5 years),

Remedy (5 years), Heat (5 years), USD (5 years), Skill Soft (5 years), Migration (5 years), Norton Ghost

(5 years), Tracking Systems 5 years, US Security Clearance years 5, Board Level Repair (20 years),

Digital Process test (5 years), Motorola (Level Three Cert 10 years) Military spec Soldering, Lead Tech

(20 years).

Experience

Consultant - Contract

August 2003 to April 2007

Bell Helicopter, Tech support/Desktop Support (Security Clearance)

(October 2005 to April 2009)

Refresh all of the company computers that need refreshing at all of the Bell Plants in the Metropolis

Replaced the old computers and monitors with new ones, after replacing the new PC, did data

Migration from the old pc to with new ones

Once Data Migration was done I would capture the end - user data off of the old pc and put it on the

new one then transfer his or her profile to the new one

Loaded and upgraded any software that the end-user needed on his or computer and made sure that

the end user applications that pre-existed worked

After the migration was complete, pinged the new computer to make sure it was on the network

I sat down with the end-user and explained what was done and had the user log on to see if all of

the applications that was on the old pc was there and usable

If the user needed their desktop moved to (another location plant or location in building) moved it

and set it up on the network.

Raytheon, Inc, Tech Support/Desktop Support (Security Clearance) Customer Service

Irving, TX (August 2005 to January 2009)

Support all of Windows related software and third party soft ware as needed

Took incoming calls from the entire Raytheon end- users nation wide including Canada, and gave

them desktop support (Hardware or Software) on whatever issue the user was having

After - user submitted problem, would go through the us domain tracking data base to see if the end

user set up after user (ID) was cleared.

Helped customers with SAP, Remoter Access problems

Duties were to walk end-user through steps in Lotus Notes, Reset his or her password.

.

Other Duties were to walk end users through problems they may have had with windows XP, Win

2200, win 98 or help them with problem he or she maybe having.

Another duty was duty was to show user how to connect their laptops wireless to the network, after

setting up remote in through (VPN).

ATC Logistic, Lead Tech/Programmer-Support (January 2003 to August 2005)

Lead Tech on the Magellan and Tom hand held GPS units.

Led 20 techs on repairing 200 units a day.

Replaced outer housings if needed.

Removal of hard drives and upgrading unit with larger one sand repaired if needed.

Upgrade Software to lattés if needed.

Replaced display if needed and ran diagnostic on unit to see if there were any conflicts.

Control System International Lead RF Test Tech (June 1993 to Dec 2002)

My Job was test and repair and test universal controlled which control access after testing the units

a 48 h our burn in was done

To make sure that the unit didn't fail after the burn in was done we did a final RF test for 100 per

cent RF transition then shipped the unit to it destination.

These units was used by the *WORLD TRADE CENTER*, *SEARS TOWER*, *CARNEGIE

HALL* I had over 1000 units in side inside I had these types of units, MR-K, MR-G, MR-H, MR-A, MR-

B, MR-ADB, TAPPS, Lon, Routers, Wan.

My job also consisted of checking for first article this process was done to make sure that if there

was a vender change the parts had the right tolerance

If there was a change contact the vender and get the specs and make chances on the schematic.

My job also consists on tanning new techs making sure they under stood the complex job they had

in stored.

I also worked with other engineers on new up coming device development of products.

Education

University of Louisiana Technical -Electronics

Education America at Ft worth, TX - Computer Science

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