Customer Service Engineer

Michael A. Maxwell

** *********** *****

Hillsborough, NJ 08844

908-***-**** (Cell)

908-***-**** (Home)

***********@*******.***

EDUCATION: HDI ITIL Team Lead Training

EMC Symmetrix

Fiber Optics design and implementation

Digital's Network Training Program

CERTIFICATIONS: CompTIA A+

SKILLS: Windows XP, Windows 2000, Windows 2008 Server,

Windows

2000 Server, AIX, VMS, Active Directory,

Dameware, MS RDP,

Symantec PC Anywhere, MS Outlook suite,

Spectrum network

monitor, Netscout network utilization tool,

build and configure

pc's servers and minicomputer systems.

Ticket Tracking System:

Remedy 5.0

Ability to work under pressure and to meet

tight deadlines.

Positive customer service attitude while

interacting with Users/Customers.

Works well both in a team environment and

independently.

The ability to communicate technical

information to non-technical users.

EXPERIENCE:

08/97 -10/09 Bowne Corporation, Piscataway, NJ

Lead Help Desk Technician

. Assist end users in troubleshooting software,

hardware and telecom issues.

. Use remote tools to assist end-users

examples: MS RDP Dameware and PC Anywhere.

. Create/modify/disable and Reset accounts in

Active Directory.

. Performed configuration and troubleshooting

of Hardware and software.

. Set up workstations and laptops for new

employees.

. Support multiple datacenters throughout the

United States.

. Answer the phone in the fewest number of

rings and minimize user hold time.

. Obtain all pertinent information regarding

user issues, requests, and questions

pertaining to IT and Facilities and enter

that information into the Remedy Tracking

System in a clear and concise manner.

. Frequently monitor queues to ensure that all

tickets and e-mails are handled promptly.

. Send out the appropriate pages/emails

notifying management of high impact issues.

. Contact support teams to who tickets were

assigned for status updates.

. Follow-up with users when appropriate to

ensure proper ticket resolution and customer

service.

08/95 - 08/97 Digital Equipment Corporation,

Piscataway, NJ

Service Event Specialist

. Provide 2nd level support to external

customer base in the desktop area.

. Provide technical support to field engineers.

. Install hardware and software in customer and

engineer's PC's.

. Respond to external customer's phone

inquiries.

. Provide contract information to engineers on

customer's equipment.

06/94 - 08/95 Patient Care Inc., West Orange, NJ

Telecommunication Administrator

. Maintain voice and data network for 12 sites

in 4 states

. Installed voice and data hardware and

software as needed.

. Ordered new circuits and scheduled

installation.

. Part of project team to open offices.

04/84 - 06/94 Digital Equipment Corporation,

Piscataway, NJ

Information Systems Specialist

. Maintain voice and data network for 800 users

in 8 sites

. Part of project team to open or reconfigure

various locations.

. Configured and installed various pieces of

software and hardware equipment.

. Used various software and hardware tools to

monitor networks.

. Supported multiple pbx configurations.

Contact this candidate