Customer Service Technical Support

Michael S. Kelley

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Contact

Phone: 813-***-****

E-mail: ******@*****.***

Professional Summary

A high-impact business/systems analyst with 15 years of experience

supporting client/server environments. Successful background in finding

efficient solutions to difficult problems to improve company and employee

potential. Proven track record of technical and management achievements in

mainframe, client server, and Web environments. Experience in creating,

implementing and managing systems from conception to implementation, while

exceeding requirements and expectations.

Professional Experience

Verizon Data Services February 2000 - February

2013

7011 East Telecom Parkway, Tampa, FL 813-***-****

MTS III Specialist-System Engineer

. Support and maintain the BMC Marimba product for all distribution needs

in the Verizon footprint.

. Perform various testing scenarios to ensure the Marimba product functions

properly.

. Install and upgrade ESX & Windows 2008 servers.

. Was the Night Team Lead to ensure all activities were completed on a

daily basis.

. Contributed in management level meetings and conference calls for the

rollout and development of the Fiber to the Premise (FTTP) application,

commercially know as FiOS.

. Manage and distribute several mission critical ordering and billing

applications to over 30,000 desktops for front-line representatives via

Marimba.

. Highly involved with the coordination and scheduling for various projects

via change records and the distribution of applications to multiple lines

of business within Verizon.

. Conducted training for new personnel and cross-trained various employees

to certain projects implementation of procedures, documentation,

deployment of call centers, and LAN/WAN connectivity.

. Research and test various programs for any inter-operability concerns

across several lines of business desktops.

. Create and document troubleshooting techniques as well as testing

practices to stabilize department policies, processes, and procedures.

. Converted applications from Install Shield to Marimba Application

Packager for distribution of several applications to the Verizon

desktops.

. Conduct PC desktop support for all change management processes on a multi-

platform computing environment for different Verizon applications.

. Analyze and document, via Incident Records, network and system problems

of end-users for the premium and non-premium Contact Centers providing an

expedient resolution.

. Coordinated and implemented as site-lead for the conversion of Business

and Consumer Call Centers to over 2000 desktops from Unix/Windows 95 to

Windows NT 4.0. Setup all database requirements and performed inter-

operability testing on each site's respective desktop to ensure

stability.

GTE Data Services contracted through Ajilon November 1998 -

February 2000

8875 Hidden River Parkway, Tampa, FL 813-***-****

Technical Support Analyst

. Provided a supporting role for a specialized team that develops

enterprise wide desktops and software distribution solutions.

. Troubleshoot applications for all GTE personnel using Windows 95 and NT

platforms.

. Tested various programs and processes for inter-operability across

several standard desktops.

. Maintained all desktops, servers, laptops and printers for over 50 end-

users at the GTE Billing Operation location.

. Served as an escalation point for onsite technical support personnel.

. Created and documented problem solving techniques and testing practices.

MCI/Worldcom Telecommunication July 1996 - November

1998

10222 MCI Drive, Pinellas Park, FL 727-***-****

Customer Care Associate

. Provided inbound national support for WebTV Networks.

. Answered all service, setup, connection and billing issues that arose

for end users.

. Assisted and explained to users on basic Internet questions.

Technical Support Professional

. Provided complete technical support for NEC customers.

. Responded to all questions relating to hardware/software

troubleshooting in a call center environment.

. Maintained a strong knowledge of various existing and new products.

Customer Service Professional

. Provided excellent quality service to Mass Markets for existing and

potential customers.

. Responded to and researched inquiries with reference to long distance

phone bills.

Education

Degrees Completed

. University of South Florida, Bachelor of Science, Management Information

Systems

Hillsborough Community College, Associate of Arts, Liberal Arts

Certifications

A+ Certified Technician

. Network + Certified Technician

. MCP Certified Technician

Technical Skills

Operating Systems: Windows 7 & 8, Windows XP Professional, DOS

Software: Marimba, SCCM, ESX, VMWare, MS Office, MS Internet Explorer, MS

Project,

MS SQL, MS Outlook, MS OneNote, MS Frontpage, Lotus Notes

5.x & up, Infoman,

Norton Anti-Virus, TCP/IP & IPX/SPX utilities including FTP

& Telnet

Languages: HTML/XML, Java, PowerShell, Visual Basic, excellent written &

verbal skills

Hardware: Able to install, upgrade, troubleshoot and maintain

client/servers

Citizenship and Services

. Girl Scouts of SunCoast Council - 2001 to 2004

. New Tampa YMCA Soccer Coaching - 2007

. New Tampa YMCA Volleyball Coaching - 2007

References

Available Upon Request

Contact this candidate