Customer Service Manager
Resume:
Nathan P. Whittom Jr.
El Sobrante, CA
abm60q@r.postjobfree.com
Objective
A challenging position that allows me to use my communication & information
technology skills, and allow for professional growth and experience.
Work experience
Delta Dental
Help Desk Analyst Alpharetta, GA 12/08 - 11/09
. The incumbent in this position is responsible for providing technical
support for internal and external customers; assists users via
telephone, e-mail, and voicemail; configuration and support of
laptops, blackberries, and various peripherals.
. Analyzes, diagnoses, and documents reported issues and outages
. Provides support for internal and external employees related to
Citrix, Macess, CICS, and Active Directory
. Provides technical support of hardware and various software
applications
. Respond to Enterprise Support Center e-mails and phone calls.
. Point of contact between DDIC, DDP, and DDC (GA, PA, and CA) support
organizations
. Closed 80% of tickets on first call.
. 30+ tickets per day using Heat ticketing system
. Team of 13 reps supporting 5000+ users/customers across the
Enterprise.
Delta Dental/Bayside Solutions San Francisco, CA 11/07 - 12/08
Desktop Support
. Working in a medium to large Enterprise sized Windows Active Directory
environment.
. Strong understanding of TCP\IP protocol and troubleshooting issues
relating to a LAN\WAN infrastructure
. Troubleshooting onsite and remote workstations.
. Strong skills in Win2k, WinXP, Microsoft Exchange 5.5 and 2K3,
Microsoft Outlook and Office
. Proficient in Outlook 2003 (exp w/Outlook Calendar, PST files,
Archiving)
. Disconnect/Reconnect, replaced hardware (i.e. changing memory &
swapping out hard drives, network cards, Laptops)
. Black Berry support
. Customer service
. Migrating data from old computer to new one) 5-10 computers a day.
. Utilized Heat ticketing system for troubleshooting tickets.
Telepacific communications, Walnut Creek, CA 12/06-10/07
Helpdesk Coordinator
. Provide 1st level telephone and remote-control support to users
throughout the company.
. Identify and assign helpdesk issues in a timely and courteous manner,
using Remedy and track-it ticketing systems.
. Escalate network and server issues to second level support.
. Owns the resolution of all issues personally logged and/or assigned.
. Provide follow up with users to assure problem resolution.
. Assist Network Support Team in completing major projects.
. Work under the guidance of the Help Desk Manager.
. All duties as assigned by Helpdesk Manager.
. Manage accounts using active directory. Unlocking accounts, changing
passwords, adding groups, setting permissions etc.
. Was the "go to guy" for the East Bay and San Francisco Telepacific
offices, Facilitating 100+ users in the surrounding area. To include
VPN/RRAS users.
. Configure Citrix Metaframe server and VPN/RRAS accounts
. Install and configure company software.
. Assist with the set up of the BB and Palm Treo exchange server options
for wireless sync.
. Configure laptop/desktop for new users
L-3 communications/Titan Group, Washington, DC 9/06-
11/06
Thurgood Marshall Federal Judiciary Building
Help Desk/Tier II Technician
Desktop Maintenance & Support/ Network Administration:
. Configure user's desktops for network access, Lotus Notes and local
printers.
. Provide desktop and phone support on Win2000/Office XP and other AO
standard applications.
. Troubleshoot desktop connectivity problems via modifying NIC
configuration for correct media type, link speed and duplex; TCP/IP to
ensure settings for Gateway, DNS, WINS and frame type are correct.
Administer, create and reset network accounts using NW Admin or Console
One.
Printer Maintenance & Support:
. Administer network printers and install updated drivers for various
network printers.
. Install and update drivers for network and local printers for
connectivity as well as scanners.
. Install Scan Gear tool for Canon printers.
. Clear paper jams and change toner cartridges.
. Diagnose and troubleshoot printer issues including printer errors,
network connectivity and recommends service repairs.
Notes E-mail Maintenance & Support:
. Assist users with resetting Lotus Notes passwords.
. Troubleshoot network configuration issues
. Reset Lotus Notes Passwords.
. Assist users with setting up e-mail archiving.
Wireless Services & Support:
. Provide Tier I support for blackberry activation, maintenance and
replacement. This includes working with the SAT Help Desk to set user's
email account for activation prior to activating the device.
. Troubleshoot connectivity and wireless synchronization issues.
. Work with Sprint/Nextel to resolve Tier II device issues.
. Prepare, test and configure laptops meetings and travel.
. Install synchronization software for PDA's to allow the user to
synchronize his/her email with the device.
Remote Access Services & Support:
. Create and reset CITRIX/VPN accounts and passwords using Cisco Secure ACS
and the CITRIX Server.
. Assists remote users with testing access and installation procedures.
. Troubleshoot connectivity and/or login failures.
L-3communications/ Titan group, Pentagon Alexandria, VA 5/06-9/06
Help Desk/Tier II Technician
. Responsible for network connectivity, workstation availability and
reliability in a 2,200 user enterprise network for the Department of
Defense Joint Staff. This support includes:
Basic trouble shooting for operating system, network connectivity,
standard applications, and proprietary applications.
. Receiving, monitoring, and processing trouble tickets in Remedy Help
Desk application.
. Maintain accounts with the use of active directory.
. Routing and reviewing trouble tickets with positive call closure.
. Maintaining procedure files for all actions accomplished by the Joint
Staff Help Desk, originating procedures when needed, reviewing for
current accuracy and revising when necessary.
. Advanced trouble shooting includes resolving calls related to user
accounts, the full range of MS Office applications: Word, Excel, Power
Point, Access, and Outlook, and other applications used in the Joint
Staff standard computer load.
. Responsible for proper configuration of each workstation and laptop so
that the appropriate network connections are set for each user.
. Responsible for installation of new hardware: workstations, both
desktops and laptops, and peripherals to include printers, scanners,
digital scanners, external storage devices, and specialized card
readers.
L-3 communications/Titan group, Pentagon Alexandria, VA 11/04-
5/06
Help Desk/Tier I Technician
. Help users in person and over the phone with various computer
problems including: Windows 2000/XP, Web Browsing (Internet
Explorer), E-mail (Outlook), Word Processing (Word), Spreadsheets
(Excel), Databases (Access), Presentation (PowerPoint), Photo Editor,
Scanning, Writing to CD-RW drives, Setting up printers, Copiers,
network problems etc.
. Handle walk-in questions. Enter the calls in the Remedy Ticket system
(the Help Desk tracking software that submits the tickets to the tier
2 tech.)
. Also to include the use of Dame Ware (remote assistance software) to
help solve most of the above issues. Approximately 100+ calls and 30+
tickets are created per day depending on work schedule and or call
flow.
. Monitor and maintain accounts using active directory.
Education
Mountain View High School
Tucson, AZ
Diploma -2000
United States Army
Ft. Sill, OK
Nextec inc
Washington, DC
CompTIA A+ 2005
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