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Customer Service Sales

Location:
Raleigh, North Carolina, 27603, United States
Posted:
May 27, 2010

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Jeffery Rogers, MBA, MCTS **** Fayetteville Road - Raleigh,

NC27603

919-***-**** / 919-***-****

abmq4j@r.postjobfree.com

Career Objective

Seeking leadership opportunities as an IS/IT professional supporting SoHo

through mid-level enterprise Microsoft environments via break / fix

support, Windows 7 migration and implementation, and asset management.

Education & Certifications

. Master of Business Administration in Human Resources Management- Colorado

Technical University (Colorado Springs, CO), 2006; Areas of

Concentration: Strategic HR, Employment Law, Organizational Development

and Behavior

. Bachelor of Arts in Political Science & History - West Virginia Wesleyan

College (Buckhannon, WV), 1996

. CompTIA Career ID # COMP001009080409 - A+ (IT Support Technican), Server+

(2009 edition), Network+

. Microsoft Certified Technology Specialist - Windows 7

. Dell Commercial Platforms Proficiency

. HP Commecial Desktop, Laptop, and Proliant Server APS

. IBM XW2001R3.00, XW0021R1.03, XW001R3.13 (System x Servers),

XW5033R3.00_2 (BladeCenter Fundamentals) certified

Skills

Software

. Extensive experience troubleshooting and resolving Windows OS issues from

Windows 95 through 7 and SBS 2008, including driver recovery, network

configuration, communication issues, mini-dump analysis, malware

identification and removal, IPv4 / IPv6 configuration, and OS repair and

recovery installations.

. Proficient in configuring/troubleshooting Microsoft Office installations

for client systems and repairing existing Office installations and

software settings; highly proficient with Outlook 2003 and smartphone

ActiveSync configuration and troubleshooting.

. Proficient with the following software diagnostic and optimization tools:

Dell Diagnostics 32-bit, IBM DSA / IMM, HP LiLO, HijackThis, Spybot S&D,

Trend Micro Office Scan, PC-Checkup, Norton 360, McAfee, CA, and Hirens

and MRI toolkits.

. Familiar with Active Directory maintenance and user/system account

configuration and RSOP analysis for enterprise-level networks in Windows

Server 2000, 2003, and 2008 environments.

. Sound understanding of Citrix, LINUX, and virtualized system

environments.

Hardware

. Twenty years experience building and troubleshooting desktop PC hardware

configurations with Intel and AMD architectures.

. Thorough understanding of Dell POST audio and LED troubleshooting codes.

. Extensive experience upgrading and replacing laptop PC components for

Dell, HP, Gateway, IBM/Lenovo, and Acer brands (Intel 478/775 and AMD

939/AM2/AM2+ architectures).

Networking

. Experienced with troubleshooting and repairing NIC settings for use in

zero touch installations, Cisco VPN, and general LAN/WAN operations.

. Proficient in identifying and resolving Cisco network hardware issues on

local levels.

. Experienced network printer installer and troubleshooter for HP, Ricoh,

and Canon brands configured for MS Exchange scan-to-email & fax-to-email

functions.

Professional Experience

Siemens IT Solutions and Services - Durham, NC

2008-present

Master IT Support Technician (Talecris Biotherapeutics / Talecris Plasma

Resources)

Support ~6K users within a Windows enterprise-level environment. Serve as

first responder technical support for client senior officers and C-level

executives. Develop best practice policies regarding Microsoft products for

end-users. Deliver advanced troubleshooting support for Outlook 2003 /

Exchange 2007 client-side issues across a variety of operating platforms.

Analyze virus infections to assist security teams with hardening existing

defensive countermeasures.

. Serve as first-responder for all on-site service tickets involving

Talecris Management Committee (TMC) members and their laptop/desktop

issues.

. Identify process improvement opportunities relating to case escalations,

process automations, and desktop systems security.

. Develop best practice presentations regarding Outlook 2003 management and

automation for administrative assistants to Talecris Management Committee

and Talecris Leadership Team members

. Upgrade and maintain IBM p and x Series server hardware, including

Bladecenter stations.

. Maintain 99.8% SLA achievement with 100% customer satisfaction rate.

. Troubleshot advanced networking issues at remote TPR sites and relay

collected data to network engineers to resolve Cisco VPN, Verizon MLPS,

and non-secured networking issues.

. Assisted with high-visibility data backup projects as requested by

internal and external stakeholders relating to FDA GXP oversight and

SEC/FTC governed initiatives.

TigerDirect.com - Durham & Raleigh, NC

2007-2008

Sales / Technical Support Manager

Responsible for sales and end-user retail technical services in two

separate profit centers within the Raleigh-Durham market. Developed visual

merchandising for inclusion in national marketing for TigerDirect.com's

catalogues for Q3 & Q4 FY2008 campaigns. Refined end-user technical

services within assigned profit centers to reduce average system service

turnaround from 5 days to 48 hours. Developed sales team scorecard systems

to establish stronger accountability for individual performance and

contributions to store sales volume and gross margins. Supervised ~45 to 90

non-exempt associates.

. Contributed dynamic technological skills in building high-end PCs for

media production clients.

. Mentored and monitored non-exempt technicians to ensure they learn and

follow recommended troubleshooting methodology for Windows and Linux

operating systems.

. Promoted superior client satisfaction and protected sales by promptly

diagnosing and repairing personal computer hardware and software issues

on previously purchased systems and components.

. Trained full-time technicians in emerging hardware trends and software

bugs to help improve productivity and elevate overall customer

satisfaction.

. Trained sales team on new products and known compatibility issues in

order to deliver top-notch service to a broad demographic of clients.

Arclight Omnimedia - Morrisville, NC

2003-present

Author / Consultant

Develop / publish / market crime fiction, poetry, and spoken work pieces

for international distribution. Design and support high-performance

desktops for professional gamers and independent professionals and mid-

level Microsoft-based networks on contract. Assist independent retailers

and professionals with refining operational processes and employee

relations policies.

. Built custom PC gaming systems and designed 3 to 20 terminal small

business LANs on contract.

. Utilized leading-edge technologies to create a personal print-on-demand

crime fiction publishing imprint.

. Install and configure HP ProLiant ML150 servers utilizing Microsoft Small

Business Server 2003 / 2008 with preferred and custom domain / e-mail /

web hosting services based on client needs. Advise clients on

infrastructure improvements intended to support transition from hybrid

SoHo to formalized networking.

Polo Ralph Lauren - Myrtle Beach, SC

2004-2005

Operations / HR Manager

Elevated gross margins in merchandising areas of responsibility by ~18

percentile points. Trained exempt and non-exempt teammates in best

practices relating to retail CRM POS processes designed to provide improved

data for direct marketing campaigns. Implemented MBO monthly reviews to

improve developmental processes relating to succession planning and

internal talent development. Maintained .028% shrink within a US$18M profit

center by developing improved invoice auditing processes relating to

merchandise receipts, stockroom inventory flow, and improved loss

prevention delivered via exceptional customer service standards.

. Harvested data from an AS/400 server to prepare weekly operations recaps

for the store for district and regional review; developed an Excel tool

to help expedite recap preparation for other sites and provide a better

standardized dashboard for mid- and senior-level executives.

. Diagnosed and repaired satellite and T1 uplinks under the direction of

tier three remote technical support; replaced workstation hardware and

prepared stations for POS, inventory control, and HR scheduling software

upgrades and maintenance.

. Assisted with beta testing on a Staffworks-derived HR tool and served as

district contact for training and troubleshooting.

Hot Topic LLC - Myrtle Beach, SC

2004

Assistant GM

Established strategic alliances with local venues and regional / national

alternative recording artists, publishers, and recording labels to elevate

brand awareness and drive customer traffic for an US$4.5M profit center.

Maintained 1.3% shrink to sales through superior loss prevention driven by

customer service excellence.

. Created an Excel-based scheduling tool that was rolled out to the

district and region as part of standard operating procedure.

. Diagnosed and repaired problems with Avaya VoIP phone hardware,

workstation NICs, and fax modems.

The Gap, Inc. (Old Navy & GAP) - Columbus, OH & Rocky Mount, NC

1999-2003

Merchandising / General Manager

Opened two Old Navy high-traffic locations that reached and breached

US$10M+ sales volumes with no less than 60% gross margins. Trained exempt

and non-exempt staff on merchandising systems designed to deliver maximum

floor presentations with clear, attractive seasonal assortments that

limited potential markdown liabilities. Developed payment media

organization and sale / markdown merchandising best practices that

eventually became part of national standard operating procedure. Reversed

declining GAP location sales trend from -48% to +21% YoY through effective

merchandising and top-notch recruitment designed to capitalize on local

market customer expectations.

. Diagnosed POS terminal hardware problems, filed trouble tickets for

hardware replacement requests, and installed and configured components

upon arrival.

Kmart Corporation - Steubenville, OH; Franklin, PA & Waverly, OH

1996-1999

Hardlines / Softlines / KKRAD Team Manager (Media Relations)

Served as a national spokesperson and celebrity event coordinator for the

1997 Kmart Kids Race Against Drugs philanthropic program designed to

elevate substance abuse awareness and elevate brand presence in critical

regional markets throughout the Eastern US. Reduced shrink at a US$9M

profit center from 12% to 3.2% within one full inventory cycle through

effective recruiting, sound auditing practices, improved warehouse

management, and service-driven loss prevention initiatives. Supervised

three volatile Title VII investigations with zero liability and media

exposure.

. Diagnosed POS terminal hardware problems, filed trouble tickets for

hardware replacement requests, and installed and configured components

upon arrival.

Stowers Construction BBS - East Liverpool, OH

1993-1997

Assistant Sysop

. Tested CD-ROM access and external "door" programs in order to make sure

the BBS provided all advertised services with minimal MTBF; configured

USR Courier modems for Caller ID access provided to priority clients.

. Reviewed daily dial-up logs to identify possible abuse of free services

access and configured USR Couriers to ignore banned users.

. Checked completed dial-up packet transfers of mail, messages, and

discussion threads from partner BBS networks.

Subdivisions BBS - Wellsville, OH

1993-1995

Assistant Sysop



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