Customer Service Technical Support

Dale Wheeler

**** ****** **** ( Morrisville, NC *7560 919-***-**** ( ****-***@****.***

Qualifications Summary

ANALYTICAL AND SOLUTION-FOCUSED INFORMATION TECHNOLOGY SUPPORT PROFESSIONAL

WITH A STRONG CUSTOMER SERVICE ORIENTATION AND A TRACK RECORD OF

EFFICIENTLY IDENTIFYING AND RESOLVING TECHNICAL ISSUES TO SUPPORT OPTIMAL

BUSINESS PERFORMANCE AND PRODUCTIVITY. DEMONSTRATED SUCCESS MAINTAINING AND

ENHANCING BUSINESS SYSTEMS AND NETWORKS, DELIVERING FIRST-RATE TECHNICAL

SUPPORT AND TRAINING, AND DEVELOPING END-USER INSTRUCTIONAL DOCUMENTATION.

CORE COMPETENCIES INCLUDE:

Software & Hardware Technical Support Project Planning & Execution

Technical Troubleshooting & Problem Technical / Instructional

Resolution Documentation

LAN Administration System Backup & Recovery

End-User Training & Support Network / System Implementation &

Upgrading

Technical Skills

OPERATING SYSTEMS / AD 2003, NETAPP, SMS, XP, 98, NT 4, 2000, NORTEL PBX,

PLATFORMS: OCTEL SYSTEM

SOFTWARE / TOOLS: MICROSOFT OFFICE WORD, EXCEL, OUTLOOK 2003, SERVER

2003, EXCHANGE, MAGIC, BMC, SHAREPOINT

HARDWARE: DELL DESKTOPS, LAPTOP, HP, CANON, AND XEROX PRINTERS

Professional Experience

Kendle International - Durham, NC 2009 to 2010

PC TECHNICIAN

Provided remote and onsite technical support, for employees throughout

Kendle International.

. Provided deskside, and phone support for software and hardware problems.

Using Remote Desktop, Net Meeting, BMC, Net IQ, Cisco VPN Client, Window

Microsoft Office 2007, and Lotus Notes.

. Build desktops, laptops via RIS, generate and escalate work orders for

problem outside of helpdesk support.

. Provided training, tutorials, and answered questions on how to use remote

software, RSA tokens and account information.

. Set-up and troubleshot various network, computers, phones, phone lines,

printers, and faxes

Diosynth - RTP, NC 2004 to 2008

PC TECHNICIAN / SUPPORT SPECIALIST

Delivered remote and onsite technical support for hardware, software,

peripheral equipment, phone and video conference systems, and portable

communication devices for 500 employees throughout 4 sites of this biotech

contract manufacturing company.

. Performed weekly backups for primary file server, created restores, and

assembled and labeled media for offsite storage.

. Maintained server room - contributed to the planning, coordination, and

re-cabling of all switches and patch panels.

. Participated in phone and video conference system adds, moves, and

changes; created and managed VPN, pager, and remote accounts.

. Contributed to the deployment of the worldwide global image, testing over

146 applications with XP service pack 2; tested with different types of

DELL machines and hardware set ups to ensure compatibility.

. Consolidated, removed, and changed printing system - scheduled and

conducted training for new and different styles of printers.

. Recognized with a letter of appreciation from the CEO for contributions,

commitment, and professionalism, during a FDA audit.

Teksystems (Contracted to the Environmental Protection Agency) 2003 to

2004

Technical Support Specialist, Rollout Team

Updated the operating systems supporting more than 1600 end users and

delivered ongoing application and hardware technical support.

. Obtained inventory of hardware and software of individual computers

before imaging to newer operating system (Windows 2000 to XP).

B WE BELL & HOWELL - RTP, NC 2000 to 2003

PC Technician

Offered general and technical IT support for 2 office sites, approximately

1200 field users, and a manufacturing facility. Tracked issues from

initial user request through resolution using Magic ticket system.

. Created an auto-start CD for end users that provided answers to

frequently asked questions (FAQs) and documents on how to perform basic

tasks, including adding and removing hardware and software.

. Participated in arranging a run of Cat 5 cable to provide network

capabilities for computers in manufacturing area.

Early Experience: Served in the US Navy as an Aviation Support Electrician

working on support equipment on flight decks and Naval Air Stations.

Education & Training

KRS Computer & Business School

Network Support Specialist

Microsoft Certified Professional (MCP)

Windows 2000 Professional NT5 ( Windows NT Workstation 4.0 ( Windows NT

Server 4.0.

Professional Training

Telecommunications Training ( Intro to Cisco Networking Technologies

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