Customer Service Sales

RON BRICKEY

**** ******** ********, *******, ** *0338

Cell: 919-***-**** / E-Mail: *********@*****.***

SUMMARY OF QUALIFICATIONS

* ***** ** ********* ********** (support, hardware, software, trouble-shooting, installations)

7 years of management experience (including hiring, training, managing, and terminating)

Excellent customer service, strong communication skills and interpersonal skills

Handles pressure, pro-active, adapts to change, excellent team player, works well independently

IBM, Dell, HP, Compaq, Windows XP, Vista, VPN, Active Directory, Altiris Carbon Copy

Microsoft Office Professional 2000, Unicenter Service Desk, HP Service Center

UNIX, MS SQL Maestro admin tool, EMC Storage Management Legato, Citrix,

DBMS (mainframe), Avaya, Dame Ware, LDAP, Remote Assistance, TCP/IP, LAN/WAN,

Digital audio workstation platform Pro Tools and tracking program Sonar

EDUCATION AND TRAINING

COMPTIA A+ Certified, 05/2010

BA, Business Administration - Methodist College, Fayetteville, North Carolina

PROFESSIONAL EXPERIENCE

Technical Support Engineer

Delta Airlines (Contract), Atlanta, GA, 12/2008 – 04/2010

Provided level 1 and level 2 technical support for Delta Airlines’ approximately 75,000 employees.

Provided excellent customer service, technical expertise, and incident resolution and restored technical

service for users in a timely manner by troubleshooting, identifying user, analyzing system errors, using

remote access, and diagnosing faults using established procedures. Escalated issues to next level support

as necessary with full description of issue and attempted resolution using HP Service Center software.

Worked in a team setting, call center environment sharing information and assisting others.

Remote Support IT Technician

SunTrust Bank (Contract), Atlanta, GA, 9/2008 – 10/2008

Manned a command center. Serviced SunTrust users involved with the PCAR’s laptop rollout. Used

remote tools in an Active Directory environment; solved PC configuration issues; handled trouble-

shooting for PC installations and account issues; analyzed problems to determine the origin and resolve

quickly; administered account access; documented resolutions. Position required excellent customer

service skills and a strong understanding of Windows XP Operating System and MS Office Suite.

Solution Center Technical Helpdesk Analyst

SunTrust Bank (Contract), Atlanta, GA, 1/2008 – 7/2008

Provided 1st and 2nd level headset technical phone support for SunTrust Bank’s approximately 33,000

employees. Diagnosed and resolved user problems with desktop and laptop hardware, software and

wireless devices including installation of network printers, software, remote devices, workstation

configuration, network connectivity, VPN, password resets, LAN/WAN connectivity, mainframe,

telephone equipment, and Active Directory tools. Used remote access software Altiris Carbon Copy and

SunTrust’s enterprise-wide computing technologies; provided timely clear communication, technical

expertise and accuracy; created problem ticket for tracking using Unicenter Service Desk; properly routed

next level support work to appropriate groups with status and technical information.

RON BRICKEY Page 2

Assistant Store Manager

Advance Auto Parts, Durham, NC 8/2005 – 5/2007, Flowery Branch, GA 5/2007 - 1/2008

Managed parts store with 1M in annual sales in NC, transferred to GA in ‘07 to open a new store from

empty building to full operating capacity, handled all daily operations including opening and closing

store, scheduling employee shifts, inventory, shipping/receiving, shrinkage. Prepared financial records,

passed all compliance audits, trouble-shot technical problems using OBDII tester and code readers.

Worked with APAL operating system. Handled 24x7 emergency coverage.

Data Center Operations Technician

Scientific Atlanta (Contract), Lawrenceville, GA, 9/2007 – 11/2007

Provided first level help desk technical support for IT Data Operations Center. Answered incoming calls

from internal and external clients, maintained IT maintenance schedule, ran hourly tracking reports, ran

system backups daily, weekly, and monthly onto magnetic discs for program, sub programs, and scripts.

Identified, researched, resolved, documented, and tracked technical problems pertaining to infrastructure

and applications. Worked with UNIX servers, Windows, Microsoft Outlook, Excel, Legato, and Maestro.

Audio Technician / Producer

Brickhouse Productions, Durham, NC, 8/2004 – 8/2005

Designed and set up sound studio, installed hardware and software, hard drives, CD/DVD drives, sound

cards, firewire, video cards, and installed Windows operating system, Protools, Sonar, Acid, Reason,

determined sound requirements, tested operating equipment, adjusted microphones and monitor audio

signals to detect quality deviations or malfunctions, provided technical support, maintained quality of

systems, repaired digital audio systems, instruct customers on equipment, integrated pre-recorded special

effects, managed day to day operations of studio, entertainment events, produced CD projects (Jazz

Scapes, Perfect One featuring 3 solo artists and 6 contributing artists, and Anticipation, a solo artist).

Service & Sales Manager

Quality Care Service Center, Durham, NC, 1/2001 – 8/2004

Managed automotive service facility increasing sales and exceeding monthly quotas; supervised and

evaluated the work of technicians and service personnel, handled direct contact with customers, provided

detailed description of services, ensured customer satisfaction and quality vehicle repairs. Ensured the

shop was clean and presentable, controlled inventory, material safety data sheets, chemical safety, and

OSHA rules and regulations, handled human resources responsibilities (interviews, background checks,

references, new hire orientations, new hire paperwork, and terminations; exceeded monthly sales goals.

References Available Upon Request

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