Customer Service Engineer

Dear Hiring Representative,

I'm thrilled to be applying for this position because I'm certain that I

can step into the job and immediately be productive. I have both the solid

technical background and the seasoned customer service skills needed to

excel in this demanding and ever-evolving field.

I welcome the constant challenges presented by technology and enjoy every

opportunity to expand the scope of my understanding in managing and

resolving them. I also enjoy sharing any knowledge gained with clients and

co-workers as a way of giving them new resources to use when they encounter

difficult situations. Active learning is a way of life for me and is the

foundation of my success as an accomplished IT professional; I strive to be

a catalyst for growth and improvement.

In various roles, I have provided technical and application support in

corporate settings of over 3000 users and for a client base of over 12,000.

Conversely, I have worked in non-profit and educational teams of less than

200. I am comfortable in any setting, adapting my approach as necessary to

meet the needs of the customer and the goals of the organization.

My experience in multiple support areas and my participation with all

levels of issues and users gives me unique insight into ways of providing

quick and effective solutions that keep users happy and productivity high.

I would love to put these skills to work for you and have an opportunity to

become an integral part of the overall operation.

There is no question that I can meet your needs in this position and I

would like to discuss this with you at your earliest opportunity. I can be

reached at 386-***-**** or *******@****.***.

Thank you for your consideration. I look forward to speaking with you soon.

Sincerely,

Barry E. Robertson

Professional Profile

BARRY E. ROBERTSON 700 Hill Trail Dr. #525

Euless, TX 76039

386-***-**** . *******@****.***

SUCCESS SUMMARY:

Worldwide support and testing for Terminal Services-based application

sharing software; Nationwide support (deskside and remote) for 3000-user

Fortune 500 company; Creation of Flash-based product presentations for

corporate Web site; Training of all staff in online security, MS-Office and

use of company network and enterprise applications; Design and creation of

scannable electronic forms integrated with MSAccess for CQI measurement;

Coordination of enterprise software design project with developers- tracked

deliverables and tested new modules; Supervision of assistant and student

staff.

TECHNICAL SKILLS SUMMARY:

Computer Hardware:

. Troubleshooting, diagnosis and repair of PCs, laptops, servers and

components

. Specification, research and recommendation of bulk hardware purchases for

I.T. department

. Setup and configuration of PCs, laptops, servers, network components and

high-end multi-function printers

. Design, setup and operation of large multimedia presentations

. Recycling and disposal of end-of-life products

Computer Software:

. Installation and configuration of all MS-Windows PC and server operating

systems (incl. Win7 and Server 2008)

. Disk image creation and restoration using Norton Ghost and Acronis True

Image

. MS-Office Expert - including macro creation and Visual Basic scripting

. Administration of fundraising, accounting, HR and security access

enterprise applications

. Crystal Reports

. SQL

Network Administration:

. Windows Server 2000/2003/2008 Terminal Services / Remote Desktop

. MS-Exchange 2003

. Active Directory & Group Policy management

. VMWare (Workstation/Server/ESXi/VSphere)

. Citrix Metaframe & Xen Server

. Cisco/Microsoft VPN

Other:

. PBX and IP telephony

. Technical procedures documentation

. Technical training

. Ethernet-based video surveillance system integration

EXPERIENCE:

Franklin American Mortgage Company (February 2010 to April 2010)

Irving, TX - IT Support Specialist

. Deskside and remote PC, peripheral and general application support for

all corporate staff

. User account management via Active Directory

. Creation and maintenance of disk image files for Dell PCs and laptops in

company inventory

. Support of proprietary mortgage industry applications to Franklin

American retail staff and independent brokers

. IP telephony management for local office

2X Software, Ltd. (November 2008 to October 2009)

Irving, TX - Support Engineer

. Technical Support for Windows Terminal Services-based Application Server,

Virtual Desktop Server, and

ThinClient Server product lines

. Interfacing with customers via telephone, chat and e-mail to resolve

setup, configuration, and functionality issues

. Testing of new releases of software in all Windows Server environments

(2000/2003/2008) for bugs and

configuration-specific issues

. Replication of customer environment issues for development team using

Windows, Linux, and MAC OS

operating systems

. Creation of Flash-based 'product tour' presentations for company Web site

Hormel Foods, Inc. (September 2006 to October 2008)

Austin, MN - IT Services Technician

. Local and remote support for 3000+ employees of Fortune 500 company using

Oracle, IBM, ADP, Citrix,

Microsoft, Mainframe and proprietary applications

. File recovery for network users

. Customization and troubleshooting of MS-Office applications

. Troubleshooting and correcting e-mail client issues

. Creation and deletion of accounts

. Assignment of users and permissions to Active Directory Groups

. Assisting users with setup and use of handheld devices (PDA & Blackberry)

Florida United Methodist Children's Home (April 2001 to August 2006)

Enterprise, FL - Technical Support Advisor / MIS Coordinator

. Administration of Blackbaud Financial Edge and Raiser's Edge applications

used by Finance, Accounting and

Development Staff

. Administration of Abra Suite HR applications

. Administration of Identicard access control application

. Administration of Windows, MS-Exchange and Citrix servers, including

management of updates and backups

. Creation of reports from enterprise-level applications using Crystal

Reports or Microsoft Access

. Coordination of enterprise web-based software design with developers,

tracked deliverables and tested modules.

Also acted as support liaison for staff upon project implementation

EDUCATION AND CERTIFICATIONS:

. B.A., Communications - University of South Florida, Tampa, FL

. Electronics Technician - Hillsborough County Vocational/Technical

Institute, Tampa, FL

. Certified Audio Engineer - Audio Recording Technical Institute, Orlando,

FL

Contact this candidate