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Customer Service Technician

Daphne, Alabama, 36526, United States
May 25, 2010

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Thaddeus T. Willoughby III

*** ********* ***** .******, ** 36526 (251) ***-****

Professional Experience

RYLA Teleservices, Saraland, AL (07/2009-03/2010)

(Verizon Wireless)

IT Help Desk/Support

Monitor ticket queue in TrackIT ticketing system for support tickets,

system or network issues. Updated tickets daily with status on issue and

expected resolution. Troubleshooting of PC and Laptops when issues or

system problem occur. System configurations of software such as: Aspect,

Web Powered Agent, SIP Phone, and Avaya. Monitored network Servers

Microsoft Server 2003, Storage (SANs), Bandwidth, and Print Servers using

Netmon software. Configuration of blackberry devices to sync with email

servers for management staff. Setup new pc's using Altiris Management

Servers for deployment of Operating system and software. Used Microsoft

Active Directory to provision, disable/enable accounts for users and level

of network resources provisioned for end user.

Responsible and assisted with 300 pc upgrade refresh project. Installed and

setup pc with operating system and configured software for end user.

Coordinated shipping and return of used equipment to home office location.

Northrop Grumman/ TEK System (NGSS), Pascagoula, MS (03/2007-07/2009)

Depot Lead Technician

Monitor ticket queue for building new devices as monitors, desktops, and

laptops to end users. Properly building and assigning equipment for

multiple sites. Balance work load for both work benches by assigning ticket

requests to technicians to complete for the week/month. Resolve issues when

deployed equipment in the field cannot be located by the Refresh Team using

Altiris management console to locate asset and any activity within the last

30 days. Complete any special or escalated equipment requests in a complete

and timely manner. Resolved all technical issues that the depot or

installation/refresh technicians inquire. Assisted with the process flow of

the refresh and inventory for the upgrade process. Created process and

procedure documents for all activity within the scope of work for the depot

and refresh technicians.

Deployment Technician/Desktop Support

Schedule system upgrades to Northrop Grumman customers and End-Users.

Perform complete system migration from the old PC (Windows XP) to the new

PC copying all data, network drives, printers and system settings. Ensure

that migration is complete and that all installed programs and data are

correct and in the proper locations. Install all third party applications

and trouble shoot network issues such as printers and network connectivity

for the customer. Work through ticket monitoring system for reported end-

user issues and or system problems. Complete assigned incidents within the

given time frame based on the severity of the issue and or problem(s).

Proper use of Remote support tool when situation is applicable. Manage work

load for new equipment builds for PC refresh for end of lease equipment and

new user setups. Complete paper work for PC/Laptop setups for end user with

received inventory and allocated peripherals. Manage two depot technicians

for builds of new equipment and inventory control. Assisted with the

configuration of the AirFortress/Air Defense wireless network. Configured

DRS Hammerhead and Panasonic Toughbooks with proper configruations and

software to access encrypted network and resources.

Depot Service Technician

Loading of Scripted NGOS Operating System (Windows XP Professional) on

desktops, laptops, and High End Workstations. Installation of

software/hardware per requested laptop or workstation. Troubleshoot

desktop/laptop problems and/or issues. Inventory tracking of

received/shipped computer equipment. Complete setup of new user

desktop/laptop. Installation of upgraded video cards, DVD ROMs, processors,

and memory. Disposal for legacy and used equipment. Assisted with the

coordination of pick up / removal of legacy and used equipment.

Work Experience

West Corporation, Mobile, AL Customer Service Representative 1/2007-3/2007

Walmart, Mobile, AL Stocker (Seasonal) 10/2006-12/2006

Florida Department of Health, Tallahassee, FL . Warehouse Clerk I . 5/2006

- 10/2006

Crispers Restaurant, Tallahassee, FL . Assistant Manager . 11/2004 - 4/2006

Atlanta Bread Company . Line Cook / Catering Supervisor/Delivery Driver

2/2003 - 12/2004

Spherion (Sprint) . Customer Service/Activations . 6/2001 - 1/2003

Education and Training

Tallahassee Community College, Tallahassee, FL

A.A Computer Programming and Analysis, Fall 2004

Biloxi High School

Certificate of Diploma, May 1997

Dell DCSE 2009 Portables & Desktop Certification

CompTIA A+ Certification, 03/2007

IBM Warranty/Repairs Certification 07/2007


. Installation and service of Microsoft Window's Operating Systems (Windows

2000, XP.

Trouble shooting and repair of desktop and laptop computers not

functioning correctly.

IBM Certified Warranty Technician and Desktop System Repair

Ability to setup Networks using Windows Server 2003 / Windows XP/Vista

Knowledge and Understanding of Networking Technologies and protocols as

Dynamic Host Configuration Protocol (DHCP), TCP/IP, Netware, AppleTalk,

IPX/SPX, Novell and Subnetting, WINS, and DNS services.

. Configure and setup VPN network connections.

Extensive Customer Service Training and problem solving of customer


Ability to configure Routers, Hubs, and Switches.

Knowledge and ability to setup secure wireless networks with WPA(2) or


HP Desktop and Laptop Certified Repair and Support.

Microsoft Active Directory

Service Center/Remedy/TrackIT (Ticket Monitoring software)

Microsoft Exchange Server 2003

Microsoft Server 2003

Microsoft Outlook


Milton Wilson Daphne, AL Redbox 630-***- ****

Gary Mickkles Mobile, AL RylaTeleservices 251-***-****

Ronald Jules Mobile, AL Northrop Grumman 850-***- ****

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