Customer Service Manager

Vincent R. Clayton

**** ********* **. #**** *****, Texas 75023 214-***-**** /

**********@*****.***

Systems Administrator / Hardware Analyst / Systems Analyst / Program

Manager

SUMMARY OF QUALIFICATIONS

A highly trained computer professional with proven experience in

installations, software, troubleshooting, and customer service. An

analytical and resourceful leader able to take the initiative to solve end

user issues, ensure customer satisfaction through excellent service, and

consistently produce results with quality, accuracy and timeliness as

priorities. A strong team player able to train new technicians on a

variety of computers; with a personal commitment to continuing to learn new

business knowledge. Increase technical/professional skills, and participate

in the success and growth of an organization. Demonstrated areas of

expertise include:

( Analytical Skills ( Communication ( Operations ( Project Management (

Leadership Skills ( Team Building ( Quality Control

( Problem Solving ( Personnel Management ( Training & Development (

Coaching/Mentoring ( Compliance

( Policy & Procedures ( Organizational Skills ( Observation Skills ( Goal

Setting ( Self-Starter

PROFESSIONAL EXPERIENCE

Tuesday Morning Corp. - Systems Support Analyst

2007-2010

. Installed hard drives, system boards, and power supplies in IBM

Registers.

. Helped prepare and install DELL PC's at TUESDAY MORNING Stores.

. Monitored internet connectivity at stores and the corporate office.

. Assisted with incoming calls from Tuesday Morning stores about pc

issues.

. Ghosted DELL and IBM PC's for new store operators.

E.D.S. - System Administrator Associate

2000-2007

. Perform full system and data back-ups of all required data and

architecture.

. Managed all DELL Hardware inventory for PC's and Notebook's.

. Store back-up media and ensure it is held in a safe/retrievable

location.

. Perform regular system hardware checks and housekeeping.

Repair/Update hardware, software, and operating systems.

. Install/configure application software. Effectively and efficiently

troubleshoot system problems.

. Identify the root causes of system problems. Consistently fix system

problems with minimal downtime.

. Anticipate when components of a system are not functioning at optimal

levels.

. Minimize system downtime and maintain/enhance the system

functionality.

. Make recommendations for system enhancements that will increase

functionality and productivity.

. Proactively identify system upgrades to enhance the services offered

to the client.

. Supported help desk, (Tier1), using Filemaker Pro for tickets.

. Repaired and installed Xerox printers for the EDS/NMCI Gov. NAVY

contract.

Telemon Technologies,INC - Hardware Support and Helpdesk Technician

1999-2000

. Maintained computers, servers, peripherals and the helpdesk.

Installed and configured computers for different operating systems,

and provided support for customers on the helpdesk for Tier2, using

Oracle to close tickets.

. Troubleshot customer's hardware problems, upgraded computers with

newer software, provided software and hardware support to other

technicians, and troubleshot and repaired computers, servers, and

peripherals.

. Installed and supported network protocols, increased customer

satisfaction, trained new technicians on a variety of computers, and

successfully completed company certification for Level 3

telecommunication installer.

EDUCATION/CERTIFICATIONS/TRAINING

Bryan Adams Highschool - Diploma

University of EDS - Computer Network Advanced Course

Training & Certified: (Toshiba Laptop ( Fujitsu Laptop ( Dell Laptops,

Workstations, Servers & Printers ( Xerox Laser Printers

Technical Skills: Hardware: ( Servers - HP/Compaq, Dell & Hitachi Servers

( IBM Macintosh servers, workstation, laptops, printers, and peripherals (

Ethernet, Token Ring, Arc net, and Fiber Distributed Data Interface (

HP/Compaq, & Dell laptops & workstations ( IBM PC's and Laptops ( HP, Epson

& Minolta laser printers ( All major brands of expansion/peripheral boards,

LAN adapters, video/multifunction cards ( hard drives/controllers ( Hewlett

Packard scanners ( Megahertz, and Toshiba modems ( Twisted pair, coaxial

and fiber cabling schemes ( Ethernet, Token Ring, Arc net, and Fiber

Distributed Data Interface

Software: ( Excel/Word/WordPerfect ( MS Write ( MS Windows 3.0+ ( Track

Gear

( MS Office ( Novell 2.0+ ( PC-Anywhere ( Norton Utilities ( Disk Manager (

Load Runner

( Windows Resource Kit ( MacAfee Virus Scan ( Win Runner

( Windows XP ( MS Office 2003/2007 ( Windows Server 2008/2000 ( Norton's

Ghost

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