Customer Service Manager
Resume:
THOMAS P. JUDGE III
*********@*****.*** ****
Timber Springs Drive
http://www.linkedin.com/in/TJudgeIII
Joliet, IL 60432
[pic]
I am seeking employment with a fast paced, team orientated company that is
utilizing cutting edge IT technologies. I have specialty experience in the
industries of Medical, Law and Software Development. My range of skills and
experience is derived from my broad industry experiences.
PROFESSIONAL Bachelor of Science in Computer Network
Communications Management 10/05
EDUCATION DeVry University, Tinley Park, Illinois
PROFESSIONAL Pursuing Microsoft MCTS Windows Server Virtualization and
Cisco CCENT/CCNA certifications.
CERTIFICATIONS Certified in Microsoft Dynamics CRM.
Windows 95-Seven Microsoft CRM 3.0/4.0 Blackberry RIM
Windows Server Linux Red Hat/Ubuntu DNS
2003/2008
VMWare ESX 4.0 Numara Footprints 9.0 SQL Server 2005
Microsoft Hyper-V Cisco Routers/Switches Powershell
Cisco VOIP phones Active Directory Wireless B/G/N
Norton Symantec Ghost Exchange 2007 RSAT Tools
Office Suite 2003/2007 Cisco Call Office Visio/Publisher
Manager/Unity 6.x 2007
Citrix XenApp 5.0 Service Desk Ticketing Mozilla
Firefox/Thunderbird
SKILLS
SUMMARY
PROFESSIONAL Desktop/Network/Systems Support Specialist Level II 04/09-
11/09 (Contract through Sentinel)
EXPERIENCE ACCESS COMMUNITY HEALTH NETWORK, Chicago, IL
Contracted to Access Community Health Network I provided a
range of services from desktop support to large scale
system implementations. I worked with teams on the rollout
of a new service desk ticketing system. I assisted in the
design and implementation of a new Active Directory
Infrastructure.
. Imaged/Deployed 200+ laptop and desktop computers for all
employees using Symantec Ghost.
. Added/Moved/Changed Active Directory domain accounts.
. Built help desk ticketing system with Numara Footprints
9.0, created SLA's and workflow processes.
. Configured security and distribution groups.
. Published appropriate Citrix Applications to end-users.
. Setup Blackberry/iPhone devices for all corporate level
employees.
. Created virtual hosts using VMware ESX 4.0 and Microsoft
Hyper-V.
. Troubleshoot network related issues pertaining to all end-
to-end devices.
. Configured/Added Cisco VOIP phones to Cisco Call Manager
and set up Cisco Unity voicemail.
. Setup/Configured Cisco VOIP multiple phone extensions for
all C-level employees.
. Created scripts using Powershell to import domain users
into Active Directory from multiple CSV files.
. Create logon and startup scripts, deployed via Group
Policy.
. Configured Cisco switch ports on appropriate VLAN's.
. Configured network printers on appropriate subnets and
deployed via Group Policy.
. Troubleshoot all Windows XP issues for employee's in-
person, phone, email and ticketing system.
. Troubleshoot Outlook/Exchange and Office Communicator
connectivity to Microsoft Online Services.
Independent IT Consultant 10/08-Present
Greater Chicago area, IL
. Install and configure wireless networks for individual
clients with appropriate wireless networking hardware
including: wireless routers, access points and range
extenders.
. Troubleshoot and install desktop/laptop hardware
including but not limited to: memory, hard drives, USB
controllers, video cards, sounds cards and CD/DVD drives.
. Install and setup Microsoft operating systems, Windows XP
Home/Professional, Windows Vista and Windows 7.
. Virus/Trojan/spyware/malware/rootkit removal.
Desktop/Technical Support CRM Specialist 04/08-10/08
SONOMA PARTNERS, Chicago, IL
Hired as the first Desktop/Technical Support CRM Specialist
to Sonoma Partners to provide top-notch technical customer
service both internally and externally to all customers and
employees.
. Imaged CRM web developers PC's using Part-Image,
installed Microsoft CRM Server/Client and installed new
computer hardware peripherals: memory, multiple video
cards, hard drives, audio cards and CD/DVD drives.
. Provided phone, e-mail and remote technical support
to all Sonoma Partners Microsoft
CRM customers.
. Ensured customer cases were documented, tracked,
managed and resolved using Microsoft CRM 4.0.
. Documented customer software issues to create/build a
software knowledge base.
. Worked with project managers to write and execute
manual test plans.
. Trained customers on Microsoft CRM functionality
remotely and on-site.
. Provided QA testing for Microsoft CRM customization
projects for all Microsoft CRM customers.
Desktop/Technical Support Specialist 02/07-04/08
LP SOFTWARE INC., Worth, IL
Hired as the first Desktop/Technical Specialist to LP
Software to provide superior technical customer service
both internally and externally to all customers, 3rd party
vendors and employees.
. Setup IT closet/Network rack, ran CAT5 cable, racked
patch panels, Cisco switches and servers.
. Created virtual hosts using Sun Microsystems Virtual Box.
. Configured and deployed new computers for new hires
including desktops, laptops and Tablet PC's.
. Setup and configured domain user accounts for new
employees in Active Directory.
. Diagnosed and repaired internal network, computer and
printing related issues for LP Software staff.
. Managed and maintained the Tierasoft Defect Manager
help desk ticketing system.
. Assisted customer's internal IT personnel in new customer
installation of purchased LP Software applications and
upgraded LP Software applications.
. Restored backup databases from customers using SQL Server
2000 and 2005 to help resolve customer issues.
. Provided technical training of LP Software applications
to customers remotely and on-site.
. Provided QA testing of all LP Software product
releases semi-annually.
Help Desk Technician 02/06-08/07
SAUNDERS, CONDON & KENNEY, Chicago, IL
Hired to provide internal help desk to all firm partners
and employees.
. Troubleshoot Microsoft Office Suite 2003 issues.
. Assisted partners in Microsoft Windows 2000 and Windows
XP functionalities.
. Setup/Configured new Desktop and laptop computers for
partners.
. Troubleshoot Network printers and local printers.
. Created/Edited Microsoft Excel spreadsheets as assigned
by partners.
. Installed various software applications as directed by
partners.
. Researched and investigated information as assigned using
Government websites.
Promoted to Warehouse Supervisor in 2004/Warehouse
Associate 02/99-02/06
CIRCUIT CITY STORES INC., Orland Hills, IL
Hired as a Warehouse Associate in 1999, which I was then
promoted to Warehouse Supervisor.
. Maintained inventory integrity, facility maintenance
and handled multiple customer transactions.
. Ensured facility management and followed strict
safety procedures.
. Prepared accurate shipping and receiving paperwork.
. Supervised and directed 12 warehouse associates.
. Maintained professional appearance and evaluated
customer complaints and needs.
. Improved the quality of visual merchandising and
achieved highest prevention of loss to company.
Honors/Special Achievements
. Employee of the Month, 2001 and 2003.
. Oversaw Operations Team of the Month, 2004.
. Top Operations Associate of the Month, 2005.
. Appointed "Mentor" for the 2005 Christmas holiday season.
Contact this candidate