Customer Service Software

Harry Turkette

Email: *********@********.***

Address: **** **** ****** ***** ****

City: Orion

State: MI

Zip: 48359

Country: USA

Phone: 248-***-****

Skill Level: Experienced

Salary Range: 60000

Willing to Relocate

Primary Skills/Experience:

McAfee ePolicy Orchestrator (EPO), McAfee VirusScan Enterprise, McAfee Host Intrusion Prevention, McAfee Site Advisor, Sophos SafeGuard Encryption, VMware Player, Hyena, WebEx, Access Control, Password Creation/Resets, Account Creation, Share Creation and Security, Microsoft Word and Excel, Virus and Malware Prevention, Process Explorer, WinZip, Internet & Intranet Security, Active Directory, TCP/IP, DNS, IT Support, Windows System Administration/Management, Hardware/Software Troubleshooting, Documentation Management, Windows 7, Windows Server 2008 R2, Windows Vista, Windows Server 2003, Windows XP, Windows 2000, Windows NT Server

Educational Background:

BA, East Asian Studies, Oakland University - Rochester, MI

Certified Ethical Hacker (CEH) Course, Global Information Technology - Lathrup Village, MI

EC-Council Certified Ethical Hacker Certification

CompTIA A+ Certification

Microsoft Course 578, Networking Essentials, IKON Office Solutions - Troy, MI

Microsoft Course 803, Administering Microsoft Windows NT 4.0, IKON Office Solutions - Troy, MI

United States Air Force Supervisor's Course

United States Air Force Effective Writing Course

Job History / Details:

Compuware Corporation, Detroit, MI 1997 - 2012

Data Security Analyst

Managed encryption software administration and support utilizing SafeGuard management center.

Oversaw the creation, training, and repair of all documentation for software installation and global launch to 400+ employees. Performed Windows system administration duties including user account creation, access granting, data shares, and active directory administration.

Administered intrusion detection software using Aanval console. Worked with numerous domain supervision and security systems, anti-virus tools, and spyware/malware protection for resources.

Streamlined support operations by establishing database of key errors and solutions reduced time for resolution, improved internal customer service, and maximized support resources.

Compuware Corporation, Detroit, MI 1996 - 1997

Desktop Support Coordinator

Identified and resolved complex end-user problems; provided outstanding support for the sales productivity and tracking system (Saratoga). Maintained high level of efficiency for a broad range of functions from updating databases and installing batch jobs to orchestrating and facilitating training courses.

Compuware Corporation, Detroit, MI 1994 - 1996

Software Support Representative

Served as subject matter expert for evaluating, addressing, and resolving user software questions. Accountable for support line administration and monitoring. Leveraged in-depth familiarity of modems, printers, DOS, Xenix/Unix, and accounting principles.

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