Customer Service Training
Resume:
Robert Nincic
Bensenville, Illinois *****
******.******@*****.***
http://www.linkedin.com/in/robertnincic
Professional Summary:
Highly qualified Sr. Systems Specialist experienced in PC upgrades,
maintenance, troubleshooting, repairs, end-user desktop and network
support, with exceptional customer service skills. Capable of taking
projects from conception to completion. Strong analytical and technical
aptitude. Excellent communication, and a proven ability to interact with
all levels of management and staff. Detail and results oriented. A hard-
working self-starter. An active and involved team member.
Skill-Areas
. Track record of increasing responsibility in corporate IT projects.
. Demonstrated capacity to implement and support Network, Desktop,
Server, Mobile, Telephony solutions and strengthen organizations.
. Experience in Network/Desktop/Telephony/thin-client/Mobile support and
administration, Data Recovery, Virus remediation, DNS, DHCP, IIS,
Active Directory, Exchange 2003, and Sharepoint Administration.
. Outstanding leadership abilities; able to coordinate and direct team
efforts while managing, motivating, and leading teams to accomplish
and surpass corporate goals.
. Extensive experience and skill in hardware and software
troubleshooting, end-user consultation and training, writing technical
documentation, PC procurement, planning, and testing,
. Operating Systems: Windows XP, 2000, NT and server 2000/2003, Windows
95/98/ME, Linux Gentoo, Ubuntu.
. Security: General system security with an emphasis on malware / virus
prevention and elimination.
Training and Certifications:
Microsoft Certified Professional (2001) Windows 2000 pro.
Dell Computer Corp. (2003) Premier Tech Certification for Precision,
Optiplex, Latitude, Dimension and Power Edge PC's
CWNA (Pending)
Professional Experience:
iPCS Wireless Inc. Aug. 2005 - May
2008
Schaumburg, IL
Sr. Technical Support Specialist (Lead)
Level II/III in support of the corporate office, retail and remote users.
Supporting users on a variety of desktop and laptop computers employing
Windows XP, Microsoft Office, Adobe Acrobat, and diverse desktop and web-
based applications distinctive to Sprint. NEC Aspire phone management.
BlackBerry support. Video and web conference setups.
Maintaining and tracking the hardware pool and other IT physical resources,
and general Senior Staff responsibilities.
. Desktop, Server, Network, Telephony support.
. Provided daily support and training to other technicians with more
complex issues.
. 24 x 7 On-call support - Helpdesk backup support
. Active Directory, Exchange 2003, Sharepoint, NEC Aspire administrator.
. Network administrator for the Ethernet and Wi-Fi LAN.
. Converted 15+ retail locations to Thin-net clients from PC's.
. Phone system upgrade in the Schaumburg Corporate office.
. Researched and advised on our Helpdesk software and procedures to
ensure ITIL compliance.
Sprint, End User Services Feb. 2001 -
Aug. 2004
Rosemont, IL
Client Support Analyst / Systems Integrator
. Web developer and server administrator of the End User Services
Chicago website, building it from the ground up. The site had
sections for location information, training, contacts, online forms,
and a message board (Linux, PHP, Apache and Java).
. Windows NT to Windows 2000 upgrade for 500+ systems.
. Was involved in the One Sprint Network (OSN) project where I converted
three retail locations and was the lead on one office (approximately
350 clients) In this project all clients on the network were joined to
the AD domain, the users profiles where moved.
. Participated in the network replacement of one location by installing
six switches on the floors and also assisted with replacing the core
routers.
. MS Blaster worm remediation. Held 3 meetings to present the latest
information on the virus.
Created instructions on how-to remove the virus and how to patch the
systems. Created a CD-ROM with all the tools and updates needed to
remove and patch for the virus. Ran network scans to ensure that the
systems were patched. Cleaned and patched over 500 systems. The
systems in our region where cleaned and patched one day before
corporate had a solution.
. Created two DVD movies of our team building events to promote team
unity.
Robert Half International Consulting (AT&T Broadband) Oct. 1999 - Jan.
2001
Elmhurst, IL
Supervisor / Senior Data Technician
. This was a contract position with AT&T Broadband.
. Responsible for supervising, training, and supporting employees of
RHIC, supporting in-house technicians, Installing, troubleshooting and
educating customers on the @Home HSD (High Speed Data) Internet
service, in a Windows 95/98/SE/ME, Windows NT, Windows 2000
Professional, and Mac 8.5 and above environment. Some troubleshooting
duties include TCP/IP, Connectivity, PC Hardware/Software repair.
. Responsible for testing and creating reports on the Motorola Cyber
Surfer and Cyber Surfer Wave modems.
. Design and conduct training classes for new hires.
. Directly supervised 13-18 technicians, and up to 40 technicians when
filling in for the regional supervisor.
GM Electro-Motive (Intergraded Partnerships) Sept. 1998 - March
1999
LaGrange, IL
Support Consultant
. Interacted with and provided desk side support to all levels of GM
Electro-Motive employees.
. Diagnosed, repaired, and upgraded desktop/laptop computers in a
Windows NT, Windows 95/98 environment.
. Consulted with clients on computer upgrades.
Golden Pine Wood Finishing Co. Jan. 1994 - May
2009
Bensenville, IL
Wood-finisher / Buyer
. Part time
. Cleaned, Sanded, Stained, and Sealed, woodwork.
. Purchased material for various jobs.
. Prep work, clean-up
. Customer Service
Education:
Fenton High School Bensenville, IL 1990- Graduation 1994
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