Customer Service Help Desk
Resume:
Tyler Terrell Moore
Birmingham, AL 35216
abmiaa@r.postjobfree.com
IPS Desktop Analyst experience
BE&K a KBR Company (11/06 to 03/10)
Senior IPS Desktop Analyst
. Maintain and repair technology-related equipment technology
involved includes, but not limited to, computers, printers, networks,
audio-visual and phone systems
. Maintain and order technology equipment and supplies
. Setup equipment. The work included installation of device drivers
or network software, installing cabling and connectors, configuring
settings, and security devices
. Maintain records of repair, placement and maintenance of equipment
. Perform service calls for technology-related problems
. Researching, identifying, and solving technology-related equipment
problems
. Perform other essential duties and implementation of projects as
assigned
. Named Team Lead on companywide transition from BE&K to KBR systems
. Sole IT person selected to go to St. Petersburg Russia to setup
initial BE&K local office
Leafstone Technology / General Electric Solar Technologies (03/06 to 07/06)
Network Repair Technician
. On-site and remote desktop support for over 100 User Network
. Setup new desktop systems for various network technologies
. Maintained detailed documentation on all work completed for each client
. Create Ghost images for various departments within Solar Technologies
. Provided specific Help Desk resources for clientele
. Immediate replacement of production line Pc's
LANsultants INC (05/04 to 06/05)
Network Installation & Repair Technician
. On-site and remote desktop support for over 230 offices
. Designed and implemented small Networks for new and existing clients
. Setup new desktop systems for various network technologies
. Maintained detailed documentation on all work completed for each client
. Consulted new and perspective clients on new computer technologies
. Provided specific Help Desk resources for clientele
. Implemented Training on new software and hardware systems
Comcast Cable Corporation (01/04 to 05/04)
Customer Account Executive - Service
. Proven ability to troubleshoot HDTV, VCR, PIP, and Home Audio/Video
Equipment systems
. Provided Tier I & II Help Desk service on a large-scale call environment
. Troubleshoot network connectivity on various operating systems including
Windows XP/NT/2000
. Use of the CQE framework to maximize customer satisfaction
. Proficient performance in regards to problem solver and information
provider categories
. Specialized in the setup and troubleshooting of wireless HUB and routers
in small to large networks
Akin Gump Strauss Hauer & Feld LLP (01/02 to 02/03)
Help Desk/Desktop Supports Level II & III, Information Systems Trainer
. Produced Help Desk and Desktop Technical Training materials pertaining
to MS Office products, iManage, Rightfax, Outlook, DOCS Open
. Provided all levels of Help Desk/Desktop support covering Windows XP,
MS Office products, i.e., Word, Excel, PowerPoint, Outlook
. Conducted Software Training (beginner, intermediate, and advanced) for
firm employees
. Organized monthly advertisements for training schedules
. Created new Training documentation (manuals, worksheets) for firm-wide
usage
. Troubleshoot Lotus Notes Mailbox, Calendar, and Scheduling issues as
the firm was migrating away from Lotus Notes
Comcast Spectacor / Stradley Ronon Stevens & Young, LLP (04/00 to 12/01)
Help Desk/Desktop Support Levels I, II, & III, Technical Trainer
. Traveled to off-site offices for Help Desk/Desktop Support
. Provided all levels of Desktop Support
. Responsible for the installation of hardware and software updates
. Directly responsible for workstation rollouts
. Conducted Software Training on various software
. Created new Training guidelines and curriculums for firm-wide usage
. Lotus Notes Mailbox Assistant Administrator, i.e., add/remove Users,
troubleshoot mail, delegate access, document archiving issues
. Software supported: Windows 98/2000/XP, Word, Excel, PowerPoint,
Outlook, iManage, DOCS Open, Rightfax, Internet Explorer, Remedy
Motorola (03/99 to 01/00)
PC Consulting Contractor
. Conduct in-house phone/desktop Help Desk support
. PC upgrades to include hardware and software installations
. Create/configure departmental PC images using Ghost software
. Set up a two hundred plus NT/Novell LAN/WAN
. Responsible for administrating/installations of Lotus Notes for
specific users, i.e., Mailboxes and Calendar access
. Maintained and conducted video conferencing equipment
. Provided desktop support for Windows 95/98/NT and various MS Office
packages
Salepoint Inc., (03/96 to 03/99)
Lead Help Desk / Senior Network Installer
. Help Desk Support Levels I, II & III for a high call volume center
. Troubleshoot all levels for remote and on-site repairs
. Maintained monthly status reports for several corporate clients
. Trained new employees for the Helpdesk and installer positions
. Managed and organized LAN POS installations
. Instructor of Manager and Sales Clerk computer training
. Traveled throughout the United States and Canada installing POS
Networks
. Responsible for keeping overall Helpdesk call volume down and
delegating specific jobs to Techs
. Initiated on-site Just in Time training
Incredible Universe (02/95 to 03/96)
Senior Computer Support Systems Specialist
. Managed the PC Service & Upgrade Center
. Performed all levels of support including on-site repairs
. Completed in house installation and training
. Received various Customer Service awards from the Tandy Corporation
United States Air Force (09/90 to 01/95)
Guidance & Control Systems Specialist
. Maintained and repaired the A-10 aircraft flight systems and controls
. Conducted standard maintenance on the A-10 aircraft
. Upgraded computer aircraft control components
. Instructed Pilots on new systems control units
education
Associated Technical College, San Diego, Ca October 1995
Certified Microcomputer Repair Technician, A+ Certification
81st Technical Training Group, Kessler Air Force Base, Miss October 1993
Apprentice Avionics Guidance & Control System Specialist Associates
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