Customer Service Manager

W ILLIAM B RISENDINE

**** ********* **** **********, ***** 75077 972-***-**** ***********@***.***

DESKTOP SUPPORT SPECIALIST

Technologically skilled self starter adept at taking on new challenges and providing results that improve

productivity. Over 8 years of experience in Information Technology successfully administering Windows

desktops and servers. Possess strong organizational skills, initiative, judgment, and reliability. Able to adapt

quickly to changing environments and will take on new projects and tasks without reservation.

TECHNICAL SKILLS

Windows XP Desktop/Server Administration Help Desk Support

Windows Vista Active Directory User Setup/Termination Employee Relations

Windows Server 2003 Exchange Mailbox Setup/Termination Strategy Development

Exchange 2003/2007 Operating System Migrations/Upgrades Project Management

Microsoft Office 2003/2007 Hardware Installs & Configurations User Access Training

Microsoft Dynamics CRM 4.0 Software Installs & Configurations

Symantec Backup Exec Virus Removal/Protection

Trend Micro Antivirus Data Backups/Restore

Avast Antivirus LAN/DHCP/DNS/IIS/RDP

GoToAssist Express Remote Computer Support

VMWARE Desktop/Laptop/Printer Support

Terminal Services System Moves/Adds/Changes

PROFESSIONAL EXPERIENCE

The Bradshaw Group Richardson, Texas

Established in 1990, Bradshaw was founded as a resource for large volume printer users to find cost effective

options for laser print equipment, service, parts and supplies.

SYSTEM ADMINISTRATOR, (April 2000 – November 2005) & (November 2006 – May 2009)

Hired in April, 2000 and given responsibilities including network administration, desktop administration,

phone administration, and various I.T. tasks determined by the Director of Technology. In 2001, promoted

to Systems Administrator with responsibilities to install, support, and maintain servers, and plan for and

respond to service outages and other network related situations. Other duties included light programming,

project management, and end user training.

Duties and Responsibilities:

Presided over Microsoft Dynamics CRM 4.0 (MCRM) implementation.

Installed and configured MCRM 4.0 in a virtual environment using VMWARE virtualization software.

Standardized various marketing lists and Microsoft Excel files created by sales team and imported the

customer data into MCRM 4.0.

Created various MCRM 4.0 usage reports pertaining to inside sales team.

Setup MCRM 4.0 user accounts and processed account terminations.

Provided desktop support on Windows XP/Vista for 80 end users both on site and virtually.

Installed, configured and maintained Windows 2000/XP/Vista, and Windows Server 2003 operating

systems.

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WILL BRISENDINE Phone: 972-***-****

Directly responsible for upgrading infrastructure including desktops, servers, laptops, printers, and

peripherals.

Answered help desk calls regarding business interruptions such as printer failures, power outages,

wiring problems, network connectivity interruptions, and malfunctioning servers.

Instructed users on how to effectively utilize Microsoft Office 2003/2007 suite of products.

Researched and reported status of NDR email messages.

Made recommendations regarding technology refresh and removing of old equipment to Director of

Technology.

Monitored server and desktop resources, including CPU, disk, and memory usage and responded with

appropriate actions.

Performed security administrative functions, including creating/terminating profiles and accounts in

Active Directory and Exchange 2007.

Created and managed both local and roaming profiles on desktops and servers.

Made purchasing decisions regarding OEM desktops, servers and/or custom components based on the

needs of business.

Maintained integrity of DHCP and DNS services on local domain.

Performed daily and weekly backup schedules using Symantec Backup Exec software.

Managed account payable invoices and yearly renewals for I.T. department.

Configured and utilized Microsoft network load balance manager to equally distribute end users across

two Terminal Servers running Windows Server 2003 R2 Enterprise.

Inventoried departmental hardware and software licenses on quarterly basis.

Created detailed network documentation.

Utilized and monitored application tools and server logs.

Implemented virtual servers where appropriate using VMWARE in order to minimize operating costs.

Created, maintained, and updated company web sites including security access rights using IIS.

Participated in data migrations during hardware/software upgrades.

Accountable for upkeep of corporate Antivirus applications.

Organized and conducted various user access training classes.

AMF Lewisville Lewisville, Texas

AMF Bowling Centers, Inc. is the world's largest owner and operator of bowling centers. Since the introduction

of the automated pin spotter in 1946, AMF has been a leader in the bowling industry.

GENERAL MANAGER, (June 1990 – April 2000) & (November 2005 – November 2006)

Began employment as customer service rep tasked with maintaining the cleanliness and customers service

levels according to company guidelines. Promoted to Operations Manager in 2000, responsibilities grew to

include managing the activities of employees engaged in providing services to customers and in

maintaining facilities and equipment of bowling center. In 2005, I was offered a General Management

position which allowed me to gain experience with managing payroll, operating expenses,

employee/customer relations, and influencing business revenue growth. Left the company in 2006 to

pursue a career in Information Technology.

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WILL BRISENDINE Phone: 972-***-****

Duties and Responsibilities:

Trained management team on interviewing techniques, best practices conducting workshops and one

on one coaching sessions that contributed to sound hiring decisions.

Directed the activities of employees engaged in providing services to customers and in maintaining

facilities and equipment of bowling center.

Maintained exceptional levels of customer service through execution of company service standards.

Properly adjusted staffing levels to meet the needs of the business and maximize customer experience.

Continuously improved operational execution through attention to detail and adherence to the

company standards.

Reviewed financial reports and developed action plans accordingly to grow revenue and control

business expenses.

Ensured compliance with all applicable occupational, health, and safety regulations and laws.

Responsible for management and growth of the Food and Beverage segment of the business.

EDUCATION & CERTIFICATIONS

MICROSOFT TRAINING & CERTIFICATION – (May 14, 2003)

Microsoft Certified Professional

TEKFOKUS, INC. – Dallas, Texas (April 29 – May 3, 2002)

MS 2152 Implementing Microsoft Windows 2000 Professional & Server

UNIVERSITY OF TEXAS DALLAS Richardson, Texas (2000 2001)

Computer Science

STEPHEN F. AUSTIN UNIVERSITY Nacogdoches, Texas (1999 2000)

Fine Arts – Emphasis in Computer Art & Design

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