Customer Service Project Manager
Resume:
Bobby Johnson
Richardson, TX *5081
***********@**.**.***
OBJECTIVE
My career objective is to obtain full time employment in a position with growth potential
that will utilize my extensive hands on experience and merge it with my process
documentation skills.
EMPLOYMENT HISTORY
6/2008 to 9/2008 – Keytec, Inc. Garland, Tx
IT Support Tech (Contract) – Provide technical support to end user’s via email and
phone. Develop call tracking and RMA tracking process in custom database. Develop
reporting metrics utilizing raw Excel historical data. Develop company wide technical
support manual for proprietary software supporting proprietary hardware across several
o/s platforms including: Mac OSX, Windows Vista, Windows XP, WinNT4.0, Linux,
and Ubuntu 8.10. Conduct Alpha Testing for new drivers on Touch screens and
controllers.
2/2008 to 5/2008 – Fresenius Medical Care Irving, Tx
IT Support Technician (Contract) - Provide support to end users on a variety of issues
through the installation, maintenance & general support of Windows Vista /
Windows2000 / XP / Windows2003 operating systems, Active Directory Account setup,
printer installation, MSOffice Pro 2003, MSOffice Pro 2007, LOTUS Notes 7 user setup,
PCAnywhere, BlackBerry configuration via phone support, email, REMEDY, desk side
service and remote access (Dameware, Remote Desktop Control, Altiris Carbon Copy
and PCAnywhere). Serviced PCs including data recovery, data migration and re-imaged
PCs’ and Laptops’ hard disk drives with Corporate PC Image. Lastly, negotiated with
Dell Technical Support to provide on-site support for facilities, diagnose problem PC
components and coordinated inventory control and RMA collections with Dell Financial
Services.
10/07 to 12/07 – PFSWeb, Inc. Plano, TX
Service Tech I (Contract) – provide first line support to end users ranging from password
resets to troubleshooting email. Created documentation process for all calls in HEAT call
tracking system. Coordinate ticket assignment to field techs or on-site technicians.
Monitor network servers, followed network escalation procedures for outages. Created
documentation for training on proprietary systems, HEAT process and HIPPA
compliance.
09/05 To 6/07 – Paradigm Entertainment, Inc. Carrollton, TX
Desktop Support/Analyst (Contract) - Provide support to end users on a wide array of
issues through the installation, maintenance & general support of Windows2000,
WindowsXP, Windows2003 operating systems, and Active Directory setup. Create
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documentation for o/s upgrade schedule, imaging, and PC rebuilds. Maintained,
upgraded and replaced PC hardware/software, facility equipment, and ID Security
console. Support in-house phone system, security system, and badge access control.
Maintain inventory/asset control of PCs and other computer peripherals including audio,
video, printers, misc. office equipment, hard disk drives, CD/DVD-ROM drives, video
card and software licensing control. Coordinated with Network Manager all PC,
Network Servers and Render servers equipment distribution and maintenance.
05/05 To 09/05 – CompuCom Dallas, TX
Help Desk Associate (Contract) - Support Microsoft Office Suite and Active directory in
a first tier help desk support. Strong use of Vantive and Clarify trouble ticketing systems.
Provide quality Customer Service communications skills and technical capabilities to
isolate tier 2 problems. Competent in documenting process and procedures. Serve as
liaison between client and 2nd level technical support. Provide phone and email support
to address critical events in a timely manner.
01/04 To 4/05 – Xerox Corporation Lewisville, TX
Virtual Systems Analyst I (Contract) - Provide the highest level of technical and
analytical expertise in the sale of Xerox network connected Office Digital, Office Color/
Mid Range Color, and Office Solutions and Services. Assist the Sales Field Reps
remotely, in a centralized call support center environment, by identifying solutions that
will meet the customer's business and technical requirements; applying knowledge of
Xerox systems, solutions and services with solutions from our marketing and business
partners. Provide product information for Xerox and competitive products. Participate in
virtual customer meetings to discuss technical requirements. Research and identify
integrated systems and advanced solutions that meet customer's specific needs. Assess
network configuration and application compatibility. Provide technical input to
Technical Proposals and RFPs. Verify customer's network configuration. Conduct
technical demos. Create process analysis metrics and program performance meters.
05/03 To 07/03 - Resource Concepts, Inc Carrolton, TX
Tech I (Contract) - Provide hardware and software configurations an for PCs and Servers
using Windows XP, Windows 2000, and Windows 98in a production environment.
Inspect individual computer components for condition, compatibility and quality. Test
and evaluate PC hardware including memory, motherboards, hard drives, floppy drives,
CD-ROM drives, zip drives, sound cards, modems, NICs, video graphics cards and
CPUs.
01/02 TO 10/03 -
Independent Computer Consultant – Provide complete LAN design, hardware
requirements, Windows NT 4.0 server configuration, Windows 95/98 desktop
configurations for clients in small office/SOHO locations with node capacity ranging
from 5-30 nodes. Provide initial web hosting specifications, web site development, and
e-commerce abilities. Develop custom Javascripting, CGIs, and form design. Service
desktop troubleshooting, hardware trouble shooting and LAN performance evaluation
and provide appropriate solutions. Other various preventative maintenance tasks as
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needed: server box checkups, network packet loss, subnet evaluation, and virus/security
protection.
02/01 TO 12/01 - Anderson's TV Redwood City, CA
Systems Administrator – Provide complete IT support and troubleshooting to 25 end
users, 95 HPUX retail POS terminals, 10 remote VPN users, in 8 locations, including all
hardware, Windows XP, Windows 98, Windows 2000 OS, proprietary software, and
peripherals. Follow up with the accounting staff to eliminate ad hoc reporting
programming deficiencies identified by all POS users and senior management training on
site to Store Managers, Accounting Department and Data Entry Operators. Represent the
company in a technical capacity for all vendors contact related to WAN/LAN
connectivity.
04/99 TO 12/00 - Northpoint Communications San Francisco, CA
Project Manager (Contract) – Above a 10-person team encompassing Design, Production,
Marketing, and Engineering. Coordinated RFP testing on Alpha and Beta projects as part
of User GUI. Managed provisioning, telco install and field techs for proprietary software
test implementation. Facilitated troubleshooting via field technicians on hardware for
WINNT Servers and provisioning performance with DSL/ADSL/IDSL capabilities.
Provide hands on troubleshooting for Alcatel VPN and Cayman routers. Design
implementation process for Alpha Program with network configurations in multi-node
LAN environment with WAN interface for on-site customer specifications.
05/98 TO 04/99 - SBC Internet Services San Francisco, CA
Senior Technical Analyst (Contract)– In call center setting, provided end-to-end 100%
phone support for business clients. Provided support for billing needs, end user support,
troubleshooting and customer escalations. Provided end user information for the
installation and troubleshooting of Microsoft Products, VPN Clients, proprietary Secure
Remote Access software products on Win95/98/NT workstations, WindowsNT 4.0
towers, and laptops. Responsible for running proactive Security and Critical Status
website updates on DSL, Frame Relay, T-1, and VPN connectivity points to Business
Internet Customers. Proactively monitor network outages with routine SNMP
HPOpenview software. Troubleshoot desktop/laptop hardware and software issues
Addresses customers issues in a timely and professional manner. Serve as a resource to
other technicians. Responsible for entering/updating Help Desk trouble tickets. Work
with others in a team environment to develop and keep current an FAQ web page.
Perform PC troubleshooting and configuration when required for Level 2 support
Provide 24 X 7 on call support for VPN access, website maintenance, and network
connectivity applications and desktop hardware on a rotation basis.
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09/97 TO 04/98 - Chevron Corporation San Francisco, CA
IS Staff Associate (Contract)- Provided support documentation to internal customers
using MS Office in Windows 95/98 environment. Primary duties included expertise in
Excel, Word, and PowerPoint. Assisted with custom VBA macro programs. Edited
documents and tables per each clients' order. All projects varied in length and time
commitment. Used Document tracking/warehousing software Soft Solutions. Assisted
team members with training and other various duties assigned by supervisor.
10/95 TO 09/97 - MCI Communications Dallas, TX
Technical Support Analyst II - Provided technical support service in a call center
environment via phone calls, in-house support, and ensured customer satisfaction.
Worked on multiple outsourcing projects providing customer service for billing inquiries,
prioritize and schedule repair calls, upgrade/modify/downgrade client services and
technical support for advanced technical products. Analyzing, coaching and full metric
reporting to group of 6 Technical Support Analysts. Troubleshooting proprietary banking
software on Windows3.1 and Windows95 platforms. Provided WindowsNT 4.0 support,
added printers, and worked with internal end users to problem solve a multitude of
problems. Performed outgoing/incoming Technical support duties in a call center
environment fielding, answering and supporting customers questions and problems via
phone and email contact. Helped client maintain PC’s, ability to troubleshoot problems
with network, and setup client email. Performed technical support via phone for callers
over an 800 number environment for customers.
EDUCATION
• Eastfield College, Mesquite, TX, Computer Science
• University of Texas, Arlington, TX, Business Administration.
• MCP - WindowsNT 4.0 Server
• MCP - WindowsNT 4.0 Workstation
• MCP - Exchange 5.x Server
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