Customer Service Management
Resume:
Gary W. Pringle
Concord, CA. ****0
***********@*****.***
Systems Technician & IT Customer Service Professional
Extensive experience with Enterprise Software, CRM systems.
Accomplished Information Technology professional with a strong background in Systems,
Network Support, and Installation in client-server environment, VMWare, and VPN Client.
Excellent communicator and liaison between technical and non-technical persons with
experience reporting to senior management and systems users.
Provide quality customer service using positive relationships and technical expertise.
Strong IT project management: determining requirements, scheduling and managing
deployments, upgrades, and technology planning.
Proven success with integration and implementation of 3rd party hardware and software
products using thorough understanding of transactional database application principles.
Experience
Help Desk Technician - Systems Administration
Jewish Community Federation of San Francisco, San Francisco, CA. 01/2008 - 08/2014
Respond quickly to resolve computer systems, software, and hardware problems, from in-
person, phone, email, and help desk ticket queries on a first-in first-out based on priority
On-board new employees by installing, testing and configuring new workstations,
peripheral equipment and software . Assign users and computers to proper groups in Active
Directory
Modify configurations, utilities, software default settings, etc. for the local workstation as
requested by individual users.
Author training materials, and train computer users.
Maintain daily performance of computer systems as needed.
Provide effective customer service, by asking questions to determine problem, walking
customer through problem-solving process and following up to ensure issue resolution.
Run diagnostic programs on hardware to resolve problems.
Install, modify, repair and upgrade computer hardware, software and network systems
(LAN, WAN) on timely basis.
For moves, ensure each workstation has computer, monitor, keyboard, mouse, hard drive,
and other specialized equipment.
Install peripherals: printer, webcam, external drive, disc drive, video conferencing.
Owner/Operator Sports Depot Bar & Grill, Manhattan, MT. 02/2006 - 01/2008
Turned business from red to black in 18 months, implementing cost control system s,
maintaining food and liquor inventory levels, reviewing and updating retail prices.
Installed, implemented, and maintained a point-of-sales system (ALOHA) including
inventory controls and employee tracking. Provided free Wi -fi access.
Programmer Analyst, San Francisco Symphony 10/2000 - 02/2006
Key contributor in the Tessitura CRM application conversion and implementation, including installation
and database maintenance.
Provided software application support, configured and deployed user workstations, implemented
application upgrades and programmed management reports as required.
Managed end-user access rights and permissions for accessing data in the organization’s database
applications, responded to user trouble calls.
Gary W. Pringle
***********@*****.*** Page 2
San Francisco Symphony (continued)
Provided server and PC support, configured and installed servers, performed operating system and
application upgrades, monitored/maintained back-up storage devices and media.
Managed and maintained credit card processing services, monitored database security.
Reviewed service charge statements for irregularities.
Worked with the finance department and bank to authenticate and redefine financial accounts
needed to conduct business, achieving substantial savings for organization.
IS Manager, Phoenix Symphony, Phoenix, AZ 10/1996 – 10/2000
Administered, maintained, and executed day-to-day support operations of the donor contribution
records and multi-venue ticketing system.
Managed and maintained a local area network (LAN) with desktop systems.
Designed, developed, and maintained ad hoc reports for management.
Performed database management and maintenance duties.
Implemented user hardware and software applications: performed upgrades as necessary.
Researched and purchased computer hardware and software applications.
Scheduled project tasks with MS Project, including smooth millennium date transition.
Trained users and responded to help desk trouble-calls.
Additional Experience
Reviewed and researched computer systems to be implemented within local government agencies
Provost Marshall, Montana National Guard
Communications Systems Specialist, U.S. Army
Computer Skills
Operating Systems: Windows 7 and 8.1 Microsoft Networks, MS-DOS and Command Shell, Windows
Server 2003, 2008, Windows XP and XP Pro, Active Directory
Software: Exchange Server 2010, SQL Server 2008 Administration. Tessitura, Cisco VOIP Management,
Microsoft SQL Server, MS Office Suite, MS Project
Business Applications: Tessitura Fundraising and Ticketing, MicroEdge Grants Management, Raisers
Edge Fundraising, Aloha Point-of-Sale System, BlackBaud Management Services (BBMS) and ICVerify for
credit card processing, Cisco Unified Communications Manager and Cisco Unity Connection Phone system
management
Hardware: Various brands of desktop and laptop systems. Hubs and routers, and switches including
wireless. Servers, mainframes, and mini computers
Certifications
MCP – Microsoft Certified Professional (2005)
Win7 Boot Camp (2014)
Education
B.S. Computer Information Systems, DeVry Institute of Technology, Phoenix, AZ, 1996
Graduated Cum Laude
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