Customer Service Project Manager
Resume:
Blvd. Home
Dearborn 313-***-****
Heights, MI Cell
***** abm8if@r.postjobfree.com
Christopher Rivera
Professional I have nine years of experience in the IT industry.
Profile I have gained extensive knowledge throughout my
career, however I am constantly striving to
increase that knowledge and expand my appeal. I
want to be immersed in my work to gain the
experience needed to be an asset to any
organization that I may work for.
Education Currently pursuing a Master's of Science in
Information Assurance, at Walsh College, Certified
by the National Security Agency as a Center for
Academic Excellence.
Skills B.S., Information Technology, Central Michigan
University.
All Windows Operating Systems and all Microsoft
Office versions and products.
Novell Networks client, Novell GroupWise, Zenworks
Desktop Management and Novell Console One.
Citrix, PC Anywhere and Remote Desktop tools, used
for remote support and diagnostics.
Norton Ghost for disk recovery and disk imaging.
Peregrine Service Center 5.X and 6.0
CISCO 3800 Router and PIX firewall, utilizing SDM
and ASDM.
Avaya, Meridian 1, Mitel and Inter-Tel PBX and
voicemail support/Maintenance.
UNIX and Linux support. PC repair and
Experience installations including Dell, Gateway and HP.
Printer support and maintenance.
Utilizing ITIL Concepts and methodologies in the
Management of IT infrastructure.
Peripheral hardware installation, Software
installation and support.
Network support including adding and removing
users, Server and PC backups, PC training and
troubleshooting.
August 2006 - February 2010 Michigan Peer
Review Organization
Systems Technician
Helpdesk and Technical Support lead.
End-user training and support, including new
applications, hardware, and annual security
training.
Establish training documentation and methodologies
to adjust to user knowledge level
Train new IT staff in proper ticket and incident
handling, as well as proper customer service
etiquette.
Designed, Configured, Installed and Maintained four
meeting rooms each with an LCD Projector, Computer,
and telephone.
Installed and Maintained Polycomm Visual Concert
VTC equipment.
Asset manager for organization. Managed new and
outgoing assets. Managed changes to workstations
and servers including: new images, new software,
and new OS.
Assisted IT Directory in purchasing decisions by
investigating products, evaluating products,
negotiating prices, and recommending purchases.
Once approved I initiated purchases.
Assisted other key IT members such as Network
Engineer and Developer with hard to solve issues or
planning by investigating possible solutions.
Desk side support.
Hardware repair and installation, support hardware
include:
Dell, HP, and Gateway Workstations and Desktop
PC's.
Dell, HP, IBM, and Sony Laptops.
HP, Dell, Canon, and Xerox Printers and Copiers
Sony and Dell LCD Projectors
Dell, Palm, and Blackberry PDA's and Smartphone's
Dell, HP, and IBM servers including Blade Servers
Cisco, Netgear, and Linksys Hubs, Switches, and
Routers
Dell and HP peripheral hardware including CD/DVD
drives, LCD Monitors, and scanners.
Troubleshooting all software and hardware related
issues. Supported software includes:
Windows Operating system 95, 98, 2000, XP, Vista,
and 7.
Windows Server OS 200, 2003, and 2008
Microsoft office 2003 and 2007
Novell software including Zenworks, ConsoleOne, and
GroupWise.
Microsoft Exchange 2003 and 2007
Intuit TrackIT!
Remedy ARS
Numerous software installed to individual
workstations
Project manager for any support related projects,
such as PC rollout, software upgrades, and annual
security training. Utilized project management
applications and knowledge to remain on task and
complete project within deliverable timeline.
Managing internal knowledgebase and entering
solutions to known hardware and software problems.
Installing and managing printers, print drivers,
and print queues.
Adding and removing printers from network printing
Repairing printers and print hardware
PBX system administrator for Mitel phone system as
well as Mitel Voicemail and Reporting hardware and
software.
Troubleshooting dropped calls and phone system
errors.
Move, Adds, and Changes of all telephones in PBX
Maintaining backup tapes and tape rotation to off
site storage.
Adds, Deletes, and Changes of users within Active
Directory and Exchange Admin.
Member of the Disaster Recovery/Restoration team.
Security Point of Contact
Security administrator for federally controlled
network.
Security point of contact for all internal security
issues related to CMS Federal network and data.
Responsible for Notification, evidence gathering,
statements and reports related to all security
incidences.
Utilizing ITIL concepts during root cause analysis
of security incidents.
Work independently to provide CMS unbiased
information related to security.
Work with internal and external customers to grant
permissions to secured applications.
Conduct annual security training on all internal
users and certify that training to CMS.
Answer or investigate all questions pertaining to
security on the CMS network.
Environment: Novell, Windows Server 2003, Active
Directory, Microsoft Exchange Server 2007, Windows
XP, Windows 2000, GroupWise, ConsoleOne, Zenworks
Desktop Management, Remedy and TrackIT! trouble
ticketing system, Arch-Serve and Symantec tape
backup.
December 2005 - August 2006 Robert Half Technology
Southfield, MI
Helpdesk Analyst
June 2006 - August 2006 on Contract with MPRO,
Farmington Hills, MI
Helpdesk and Technical Support lead.
Hardware repair and installation.
Troubleshooting all issues related to IT.
Installing and managing printers and print queues.
PBX system administrator for Mitel phone system as
well as Mitel Voicemail and Reporting hardware and
software.
Troubleshooting dropped calls and phone system
errors.
Move, Adds, and Changes of all telephones in PBX
Maintaining backup tapes and tape rotation to
offsite storage.
Environment: Novell, Windows Server 2003, 2008,
Active Directory, Microsoft Exchange Server 2007,
Windows 95, 98, 2000, XP, Vista, and 7. GroupWise,
ConsoleOne, Zenworks Desktop Management, Remedy and
TrackIT! trouble ticketing system, Arch-Serve and
Symantec tape backup.
Helpdesk Analyst
December 2005 - March 2006 on contract with
Engineered Plastic Products, Ypsilanti, MI.
Helpdesk support for large automotive supplier.
Providing support for three plants and an
engineering center.
Processing all incoming EDI from GM and Chrysler
Processing inventory adjustments when needed.
Environment: Windows Server 2003, Windows XP,
Windows 2000, Active Directory, Trusted Link EDI
Processing, PowerShop shop management and TrackIT
trouble ticketing system.
March 2006 - June 2006 Engineered Plastic
Products Ypsilanti, MI
Technical Support Lead
Helpdesk support for large automotive supplier.
Providing support for three plants and an
engineering center
Processing all incoming EDI from GM and Chrysler
Processing inventory adjustments when needed.
Environment: Windows Server 2003, Windows XP,
Windows 2000, Active Directory, Trusted Link EDI
Processing, PowerShop shop management and TrackIT
trouble ticketing system.
June 2005 - February 2006 Percepta
Dearborn, MI
Business Analyst II
Helpdesk support for all North American Jaguar and
Land Rover dealerships.
Supporting multiple dealership applications.
Dealer ordering system support, dealer warranty
system support.
Web support, MAC's of dealership level users and
customer support.
Environment: Windows 2000 and XP, MS Office 2000,
GIRS ticket system, Intellitrack call documentation
and tracking, WebEx.
June 2000 - June 2005 Avaya Inc.
Dearborn, MI South Ridge, SC
Customer Support Engineer II
Helpdesk Support for voice applications and
software for all of Ford Motor Company and Visteon
North American corporate users.
Customer Service.
Pulling security reports for all user access to
over 30 Voice servers that support 50,000+ users.
Supporting single site Meridian 1 Option 11 mini
server.
Installing Meridian Attendant console software
Managing and clearing system faults on Meridian 1
and Avaya
Move, Add, and Changes for Meridian and Avaya
Systems.
Creating and managing Hunt Groups, ACD's, and Auto
Attendants on Meridian and Avaya systems.
Managing voice system backup for Meridian 1 system
Multiple site network implementation
PC installs
Peripheral hardware installs
software installation and removal
Network backups
Printer troubleshooting and support
Network user support
Supporting and training fellow engineers on new
applications and PC equipment.
Achievements: Successfully networked an Avaya
interchange voice system to a Cisco Unity voice
system, first individual to have done this.
Environment: Unix, Windows 95, 2000, XP and NT, MS
Office 98 and 2000, Trouble Tracker call tracking
and GIRS ticket entry and tracking, TCP/IP, Windows
2003 Server, Peregrine Service Center 5.x and 6.0.
October 1998 - September 2000 Adecco Taylor,
MI
Customer Support Representative
Helpdesk Support for voice applications and
software for all of Ford Motor Company and Visteon
North American corporate users
MAC processing for voice services
Customer service and General office procedures.
Environment: UNIX, Windows 95 and 2000, MS Office
98, Trouble Tracker call tracking and GIRS ticket
entry and tracking.
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