Customer Service Management
Resume:
RICHARD H. HENDRICKS
Conyers, Ga 30094
RHENDRI2@HOTMAI L.COM
OBJECT I V E
To obtain a position that can use my leadership abilities and IT Profession.
S kills
Adobe
S UM MARY: D reamweaver
Adobe Photoshop
Adobe Flash
Experienced team leader with over 13 years of IT experience with a concentration in
•
MS Office Suite
network and server administration
Over 20 years of US Army experience, including 10 years in various leadership and team
•
HP OpenView
building roles
Service Desk
Possess Department of Defense Secret Security Clearance
•
HTML/XHTML
Highly motivated professional with excellent customer service, project management and
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HP Data
p roblem resolution skills.
P rotector
Effective communicator when interacting with internal and external department leaders
•
Veritas
and senior managers
Netbackup
Knowledgeable of ITIL Change Management processes and tools
•
Backup Exec
ITI L certified
•
Shell scripting
Visual Basic
Peregrine
CAREER ACCOMP L IS H M E N T: Service Center
Received special recognition for leading a disaster recovery team in the restoration of a
•
Linux/UNIX
Ford Motor Company satellite network. The restoration effort saved the client millions of
Windows
dollars per day in lost production costs. Restoration was completed within a 10 day period,
V ista/XP
w hile working 16 hours per day
HP MSL
Successfully recovered 10 terabits of customer data during a disaster recovery, which
•
L ibraries
spanned a t ime period of 100 consecutive hours
Storage works
Served as the leader of the US Army Tactical Operations Center
•
Developed Army Standard Operation Procedures
•
Cisco 4000 series
C isco 6000 series
Cisco 7000 series
E XPER I ENCE
Certifications
ITI L Loyalist
10/2009 – 3/2010 Business Account Management – Hewlett-Packard Co. College
Responsibilities:
Provides the standardized end-to-end process for delivering account-specific catalogue
•
a ligned to the deliverables in the executed contract
Manages purchasing activity on behalf of HP for quoting and procurement. Product Life
•
Cycle Mgmt used to maintain valid parts.
Ensures a single solution for receiving, validating and managing all account related
•
requests through to completion.
Manage and report on requests submitted by or on behalf of the client that have been pre-
•
priced and pre-approved in the client contract and delivered in a consistent manner
Manage and report on requests submitted by or on behalf of the client that have been pre-
•
priced and pre-approved in the client contract and delivered in a consistent manner
Managed accounts: Butte rfield bank Bermuda and Cayman Island
02/2005- 10/2009 I TO Delivery Consultant, Storage Lead - Hewlett-
Packard Co.
Responsibilities:
• Represent of the Backup team in Change and Technical Advisory Board meetings
• Serve as Problem Manager for Backup team
• Produce Problem Management reports as required by customer or Account management
Team
• Act as escalation point for storage issues and outages
• Ensure SLA targets and quality standards are met
• Monitor service delivery compliance to customer and HP budget requirements
Develop new implementation processes and procedures for Backup team
•
Managed accounts: Starwood hotels, On semi conductor, State M ichigan
E ducation, Bank of I ndia, Critical Path, Visteon, herbal Life.
•
8/2001 – 2005 N etwork Administrator - Hewlett Packard
Responsibilities:
• Provided technical information to be used in Technical and Change Advisory Boards
• Implemented approved network changes
• Configured, installed and maintained network equipment
• Ensured proper installation of cables, operating systems, and all appropriate software
• Created DNS records and managed Map distributions
• Managed incidents assigned by Service Desk
• Created and maintained logical network drawings and documentation for Operational
support
Managed accounts : Ford Motor Company
•
•
05/1998 –2001 Network System Analyst, Senior Specialist –
Compuwa re Co.
R esponsibilities:
Analyzed information processing and computation needs, planned and designed computer
•
systems using techniques which include structured analysis, data modeling, and
i nformation engineering
Consulted with users and evaluated requirements, recommended designs, provided cost
•
analyses, planned projects, and coordinated tasks for installation of data networks
Planned, tested, recommended, and implemented network, file server, mainframe, and
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workstation hardware and software
Worked as a team member with other technical staff to ensure connectivity and
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compatibility between systems
Established user profiles, user environments, directories, and security for networks being
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i nstalled
06/1989 – 2009 I nformation Management Officer - United States
A rmy
Responsibilities:
Ensures network security on N IPRNET/SIPRNET.
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Ensured all sensitive items were present and accounted for, issued mission orders to convoy
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commanders
Administers and monitors implementation of the DOD Information Technology System
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Certification and Accreditation Program
Analyzed and install all network computer devices for the company on a DOD network
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I nfrastructure
Review network architecture and topology for the unit, made recommendations on
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i mprovements or optimization
E DUCAT IO N
University Of Phoenix B.B.A. Computer Information Security (Actively Pursuing)
Wayne County Community College A .A.S. Computer Information Science M ay 2000
ACT I V I T I ES & AWARDS
Volunteer, Angels Night Community Service, 2008
Volunteer, Army Junior Reserve Officer Command, 2008
Army Commendation Award 2006
Army Bronze Star, 2007
Army Achievement Award, 2008
Contact this candidate