Customer Service Engineer
Resume:
Lyman (Chuck) Harris
********@*****.**.***
Canastota, NY 13032 C:315-***-****
Accomplished Technical Support Engineer with extensive experience in
diverse technologies in fast paced environments. Leader committed to
quality and organization building with focus on teamwork, creativity, and
profitability. Excels at customer-focused, organization and business
process improvement. Recipient of numerous awards in excellence for
quality and achievement.
Technical Writing Skills Customer Service
Wireless / LAN Expertise Laser Printer Technician
Expert in Laptop Technologies
Hardware: IBM PCs, and Laptops, HP PCs, and Laptops, Lexmark, IBM, HP
Printers, Linksys Routers, Cisco Switches.
Software: All Microsoft operating systems software, NT, XP, Server 2003,
Vista
Professional Experience
Verizon, Rochester, NY 1997-2009
A leading telecom solutions and computer installation/support company with
$10 B in annual sales revenue.
Customer Service Engineer
Worked jointly with IBM to provide service for >10K personal computers and
laptops. Responsible for wireless and LAN connection and the timely
installation of software for NYS
. Trained and coached 100s of NYS staff in new IBM technologies to improve
operations and enhance productivity by ~75%.
. Developed procedure for installing software to improve implementation of
re-imaging of hard drives resulting in significantly decreased customer
downtime.
. Performed scheduled maintenance of portable and in-office check printers
leading to high print quality resulting in 100% bank check acceptance.
. Hired, trained and mentored employee to implement System Board
Replacement Project, supervised the replacement of >1K NYS personal
computers system boards, enabling 1000 NYS employees to resume work.
. Managed all document recording and inventory of project.
Penn Traffic Company, Syracuse, NY 1995-1997
One of the largest grocery store chains in New York with $218 Million in
revenue.
PC Support Technician / Network Administrator
Provided Tier 1 support for 400 node users and 4 Windows NT servers,
answered >100 calls/month on desktop, networking and client software
issues.
Lyman (Chuck) Harris
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Professional Experience (Continued)
PC Support Technician / Network Administrator
. Created first step by step written procedures; "Technical Service
Manual".
. Worked with an inter-disciplinary team to convert 20 + servers and 400 +
workstations from Novel to Windows NT in 6 months in NY and PA.
. Collaborated with IBM, Compact, HP, etc. to bring innovative pricing and
the latest technology which resulted in a leaner and more cost efficient
company and lower overhead.
Inacom Information Systems, Dewitt, NY 1993-1995
Local service provider with both onsite technicians and bench repair
service.
Service Technician
Serviced 145 + departments on the Syracuse University campus by providing
the fastest and most economical service for the students and faculty.
. Nominated and received "Employee of the Month" award for resolving laser
printer downtime for 20 users.
. Identified and initiated a weekly problem log sheet to advise coworkers
of potential time saving procedures that reduced error rate by ~75%.
. Trained staff and students in Apple hardware and software.
Education
Cortland State, Cortland, NY - Completed 26 hours toward B.S.
Professional Certifications
A+ Certification
IBM Business Partner Certification
Hewitt Packard Certification
Certified Apple Repairman
Novell Network Administrator Courses
Microsoft Windows Seminars - Windows 98, NT, and XP
Awards
Received RAVE peer award while at General Electric, Employee of the Month
at Incacom, outstanding award for customer service at Verizon.
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