Customer Service Technical Support

Chay Boyer

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

Westerville, OH 43081

(C) 614-***-****

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

OBJECTIVE: To secure a position with a stable organization in the IT Fields of: doing

Technical Support, Network/System Administration and/or break/fix

EDUCATION:

06/1999-12/2004 Kent State University US-Ohio-Kent

– Computer Technology Minor; Computer Science

SKILLS:

MCP in Windows 2000 Professional

MCP in Windows 2000 Server

MCP In Active Directory and Infrastructure Administration

MCP in Windows XP: Installation, Implementation and Troubleshooting

CCNA

Network+

Server+

Implementation and configuration of the Altiris platform in a large production environment.

Installation and testing of Vista Business Edition 32 Bit

HP printer support, break/fix on LaserJet 4300, 2600n, P3005 Office jets 6310,

Web Design with HTML, JavaScript, XHTML, and CSS, Flash, Cold Fusion

A+: PC Hardware and OS

Dell Certified Tech on Latitude Series Laptops and Optiplex Desktops

Designing and implementing network topologies.

TCP/IP, WAN technologies and packet switching.

Manage a Microsoft network infrastructure, SQL, and Active

Directory.

Hardware in networking of computers, and software including

for networking of computer systems.

Worked with Network Operating Systems: Microsoft, Linux (Red

Hat), and UNIX.

Programming Languages: VBA and VB for Database with Access,

C++, C#, HTML and Java Script.

EXPERIENCE:

04/2007-04/2009

IT Contractor-Help Desk- Abbott Labs-Abbott Nutrition Division

Day to Day support of computers, laptops and tablets for Field Offices and Divisional Offices

Mac support: OS X and 10.4 and day to day Support

Installation and testing of Vista Business Edition 32 Bit in the Infrastructure

Use of Active Directory: Adding and removing computers from the Domain

Office 2003 Professional: Installation, configuration and troubleshooting

Office 2007 Professional: Installation, configuration and troubleshooting

Oracle 9i and 8.17: Installation, configuration and troubleshooting

Building and configuration of PCs and Laptops for Division and Field Sales Employees

Configuring Lotus Notes and setting up Notes for New and Current Employees

Implementing Altiris and configuration of Alcient services in a large infrastructure environment

Use of Altiris Deployment Console to image and the creation of software jobs to deploy to

Computers on the Domain

Use of Altiris Bar Code to asset track and inventory of all computer assets in the Divisional and

Field Sales Offices

Running reports in Altiris to verify all computers are in correct status and to give up to date

inventory numbers

Troubleshooting Lotus Notes issues

Troubleshooting VPN issues with Cisco AVPN Software

Troubleshooting PC and laptop hardware, software and networking issues

Troubleshooting OS issues with XP and Vista

Break/Fix with Dell Latitude D Series laptops, Dell Optiplex Desktops and Lenovo X60, X61

Tablets

Lead Tech on XP Refresh project replacing 700 PC’s with new XP machines: Installation,

Implementation and configuration of software

Lead Tech on Lenovo Tablet PC Project Deploying 800 new tablets to Field Sales Rep around

the country

Blackberry support and configuration through BES with Verizon Wireless and ATT Wireless

carriers

Use of Remedy to track issues and resolve them

Support of Tier 2 with software, hardware and printing issues across the company

Team Lead of Deployment Center: Training and overseeing 3 other Techs

09/2006-4/2007

IT Contractor- Robert Half Technologies

Creating Active Directory for small networks in small business offices adding permissions and

security for users on the network

Installations of routers and switches for networks in offices

Creating wireless networks and security for said network using WPA, RSA Tokens

Creating web site portals to access database records and updating the database

Resolving DNS, TCP/IP, DHCP and WINS problems

Configuration of routers using RIP, OSPF, EIGP

Configurations of switches with trunk protocols

Setting and creating VPN connections

Using SQL for database management

05/2006-08/2006

Safe Auto Insurance Company Columbus, OH

Help Desk Tier 1

Tier 1 technical support for Safe Auto applications

Day to Day support of printers, Laptop and Desktops

Active Directory Administration of resetting password, creating accounts and group

memberships

Right Fax utility support

Support of Citrix Presentation Server 3 and new Presentation Server 4 Farm with printing

support

Level 1 networking problems including access to resources on corporate intranet site and

access to Internet

Answer incoming calls of clients and supervisor related to connection issues, printing issues

and software application issues

Escalated calls to where they needed to be handled

Remote Desktop support and remote assistance support of common desktop issues

NICE Administration support including adding groups and agents

CMS Administration support including deleting and adding of extensions, creating and

maintaining of groups

Outlook 2003/Exchange support: Configuring new email accounts server side and

configuration and troubleshooting on client side, resolving password and connectivity issues

Office 2003 installing and support of Word, Excel, Access and Powerpoint

On site PC/Laptop repair, upgrades, software installing, OS loads and reloads using norton

ghost, and break/fix

04/2005-05/2006

Teleperformance USA Columbus, OH

Industry: Telecommunications/Customer Service

New Products Lab Team Lead

Tier 1 level phone technical support for Cox Security Software, Digital Phone,

Home Networking, High Speed Internet, Remote Dial Access

Tier 1.5: Customer callbacks for advanced troubleshooting with

software registry issues, and software related Operating System problems

Escalated advanced problems to Tier 2 Level technical support

Trained in Voice over Internet Protocol, Home Networking, Phone tools, Remote

Dial Access, High Speed Internet

Provided superior customer service to the subscribers of the client

Have gotten bonuses for perfect attendance and other performances; such as

low call times, and good Quality of Service Scores

Use of Remedy ticketing software to track calls, escalations and trouble tickets

Use or ICOMS database to edit customers and reset passwords on accounts, add

and change services

Operations Supervisor

Did day to day operations for contact center for video and high speed Internet for

Cox Communications

Controlled call flow in market specific areas

Did analyze of call flow from all markets

Managed labor and deviations for labor on contact center floor

Did floor control and managed agents mode on the floor

Tracked outages and problems regarding services

Coordinated proper procedures to resolve outages and other service affecting issues

Took escalation calls to help resolve client issues

Technical Support Representative

Answering incoming tech support calls from clients with regarding to network connectivity

issues, email problems, password resets

Provisioned cable modems on client accounts through ICOMS Database

Provisioned email addresses on client accounts through ICOMS Database

Used Remedy ticketing software to track calls, add notes on client accounts, escalations of

calls to where they needed to go

5/2004 - 9/2004 Kent State University Kent, OH

Industry: IT- Hardware Programming & Design

Network Associate/ResNet

Installed Server Towers and maintained them

Edited and applied changes to Active Directory in a Windows NT

and Windows 2000 network infrastructure

Technical Support on network with TCP/IP, DNS, DHCP and

Personal computers

Help Desk technical support for networking issues, break/fix of hardware on PCs

REFERENCES: Available Upon Request

Contact this candidate