Customer Service Management
Resume:
Michael Delozier
Royal Oak, MI 48073
*********@***.***
TECHNICAL SKILLS
Operating Systems: Windows 95/98, NT 4.0/Win 2000/XP/Vista (Server,
Professional, Exchange), DOS, Mac OS 9/10, UNIX (Sun, HPUX), Linux (Redhat
9, SuSE 9)
Software: Microsoft Office 97-2007/, Lotus Notes, Explorer & Netscape,
Novell 5.1, SAP, Remedy
Hardware: IBM Compatible Computers Certified (Dell & HP Certified), Mac,
Sun Workstations,
Palm Pilots & Blackberry
Trained in Windows NT Administration
MCP Certified
A+ Certified
PROFESSIONAL EXPERIENCE
EDS, Pontiac, MI 02/08 to 08/08
IT Asset Management (Contract)
-Worked on the Navy & Marine account doing Asset Management on their
Cabling systems for their bases and server farms.
-Compiled reports for each site that dealt with their individual assets to
make sure everything was in place when teams went out to physically inspect
those sites.
-Made variance reports about assets that weren't adding up and sent them
off on a weekly basis.
-Corresponded with an auditing firm to let us know what was and wasn't
there at various bases and locations.
Working Environment - Win XP, Outlook, Microsoft Server 2000
AT&T (Cingular) Farmington Hills, MI 06/06 to 1/08
IT Support/Asset Management (Contract)
-IT Desk side and phone support for business, retail and satellite
locations.
-Asset Management duties that were for End of Lease computers and equipment
for all cellular related stores and buildings.
-Networking responsibilities, maintained phone systems and various
connectivity issues.
-Built and Deployed new computers to various employees throughout the
company.
-Did software testing on various programs that were proprietary to AT&T.
Working Environment - Win XP, Outlook, Windows Server 2000, MS Exchange,
Linux Servers
EDS - Troy, MI 4/02 to 6/06
Windows 2000 Deployer/Tech Support (Contract)
-Main responsibility was migrating all computers at General Motors from
Windows 95 to Windows 2000.
-Mapped Printers and Share Drives to appropriate areas
-Asset Management - kept track of all old computers along with new ones
that were being replaced for various GM sites.
-Restored backed up data to migrated computers and quality checked every
computer for right working components.
-Various duties including flashing BIOS, installing new RAM, upgrading
software packages, changing WINS configuration for older computers needing
updating for current OS standards.
-Network Administration Duties including add/delete users, rights and
privileges, mapping printers
-Checked and Adjusted Registry entries for current GM Win2000
configuration.
-Followed up on trouble tickets to help end users resolve any issues they
may have with hardware/software
Working Environment - Win XP, 2000 and 95, Windows NT Server, MS Exchange,
Lotus Notes, Outlook
SBC Ameritech, Southfield, MI 11/01 to 4/02
Provisioning Administrator (Contract)
-Job consisted of turning up ADSL networks.
-Ran Diagnostics and troubleshooting of ADSL lines, working on Cisco &
Lucent platforms.
-Dealt with field engineers and third party vendors to resolve customer
issues with connectivity issues.
-Provisioned cross connects and redback routers.
-Worked with third party vendors to resolve hardware/software problems
pertaining to the customers DSL service.
-Used Remedy to verify and complete customer's order and trouble ticket
issues.
EDS (Electronic Data Systems), Southfield, MI 9/98 to
8/01
Help Desk/Tech Support & Training Consultant Supervisor (Contract)
-Provide hardware and software technical support
-Installed computer software and hardware for departments including
answering various questions concerning the usage of applications as in
Lotus Notes or Microsoft office.
-Effective in resolving complex technical issues through the utilization of
analytical and communication skills.
-Supervised a team of tech support representatives, that dealt with
incoming phone calls from various clients
-Kept records of my team to show our status and working efficiency with
reports and frequent meetings with upper level management.
-Upgraded computers to new Operating Systems and Software Packages
-Diagnosed, resolved and documented network & computer problems.
-Consulting onsite to train staff on Microsoft Office, Windows 98, and
Vantive.
-Changed and configured routers/hubs for the local network, along with
access privileges to printers, servers and scanners.
-Provided continuous communication to departments of system changes through
documentation, classroom training and written procedures.
-Customer Service support for client dealing with various computer related
issues.
EDUCATION
B.A. Marketing, Ferris State University Big Rapids, Michigan
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