Customer Service Engineer

Peter D. Holdridge

**** ******* **** ***** ~ Colorado Springs, CO 80920

Phone: 719-***-**** www.linkedin.com/in/peterholdridge/ *****.*********@****.***

Qualifications

Skilled Technical Support Specialist with four years of experience in IT and an impressive track record of providing

effective and innovative solutions to behind-the-scenes and customer facing IT related situations. Customer Support

and Relations expert who fosters team-building and effective communications as a foundation for efficient

productivity. Proven experience in navigating logistically complex and highly technical situations with a combination

of “customer service” and “out of the box thinking” skills.

Technical Skills

Windows XP/Vista/7/8 Malware Detection Mac OSX

Microsoft Office Malware Removal Windows Server 03/08/R2

Microsoft Visio Windows Registry UNIX

Microsoft SharePoint Windows Command Line Content Management Systems

Remote Desktop Batch Design & Testing C++, C#, VB, Java, JavaScript

Remote App Virtual Machines Wikimedia Administration

Professional History

GEEKS ON SITE, Colorado Springs, CO Sept 2011-Present (Per Diem)

Field Technician

Advanced on call field technician that delivers quality computer and peripheral repair service as well as providing customer

education.

Key Contributions:

Introduced new cutting-edge payment processing via PayPal Here ™ technology to the company which increased

consumer confidence and provided secure measures of payment.

SUPPORT.COM, Colorado Springs, CO Nov. 2008-Present

Technical Lead (June 2009-Present)

Tier 3 level support position. Provided guidance, education, training, technical assistance and consultation to lower tiers as well

as identified trends in technical patterns and developed strategies to address them.

Key Contributions:

Identified trends and behaviors in emerging virus threats to systems and developed new and innovative methods and

tools to combat them. These methods and tools positively impacted productivity for over 1,000 employees in the

company and reduced overall costs.

Designed and managed the first company Break-Fix SharePoint site that housed how-to guides, technical references

and training material. This was used by everyone in the company.

Designed, developed, implemented, and administered the first company Knowledge Base. Lead a small group of KB

Reviewers that created and moderated content on the site. This impacted over 1,000 employees in the company and

reduced overall costs.

Solutions Engineer (Nov 2008-June 2009)

Tier 2 level system repair position. Interfaced with customers and solved computer, networking, and peripheral problems.

Key Contributions:

Provided excellent customer service and experience by resolving matters quickly and maintaining a high standard of

quality. Selected from this group to be part of the Guru Crew (Technical Leads).

Raised the bar by setting an example of high quality efficient break-fix techniques which began the move toward a

more efficient work force. This impacted company-wide procedures and reduced overall costs.

Developed turn-key solutions to complex problems that all technicians used.

MEMORIAL HOSPITAL, Colorado Springs, CO June 2005-May 2008

Telemetry Technician/12-lead EKG (March 2008-May 2008)

Monitored heart rhythms hospital wide and performed advanced 12-lead EKG capture for physicians.

Critical Care Technician (August 2006-March 2008)

Advanced nursing support position that worked alongside nurses to provide critical care to cardiac patients and to monitor their

cardiac rhythms. This included EMR maintenance, order entry, providing supplies, assisting nurses and patients, and responding

to hospital-wide Code Blue situations as they occurred.

Certified Nursing Assistant (June 2005-August 2006)

Provided direct and basic patient care under the supervision of nurses. Assisted Nurses in basic procedures.

NURSECORE, Colorado Springs, CO May 2005-Nov. 2008 (Per Diem)

Certified Nursing Assistant

Provided direct and basic patient care under the supervision of nurses. Assisted Nurses in basic procedures.

PENROSE HOSPITAL, Colorado Springs, CO April 2004-June 2005

Certified Nursing Assistant

Provided direct and basic patient care under the supervision of nurses. Assisted Nurses in basic procedures.

Career Achievements

Knowledge Base Administrator: Special projects coordinator for developing, implementing, and administering the new

company knowledge base which would impact over 1,000 employees’ productivity, educate and train them, reduce company

costs and increase overall efficiency within the company.

#1 Technical Solutions Developer: Lead technical solutions engineer heading the development of programs that lead to process

improvement and facilitated quick malware detection, removal and repair on remote systems. These tools reduced company costs,

and impacted over 1,000 employee productivity levels.

Relationship Building: Established and maintained relationships with over 100 colleagues through the use of skilled and

professional diplomacy and a friendly, nurturing, and inviting nature.

Pilot Testing & Launch: Instrumental in the pilot program for the Tier 3 level technicians and the new company Small/Medium

Business program which serviced multiple well-known names in the office supply, security software, and internet service

provider industries.

Training Workshops: Responsible for organizing, developing, and implementing technical training workshops and modules that

would impact over 1,000 employees’ productivity and education, with the result of reducing company costs and increasing

overall service delivery efficiency.

Certifications

CompTIA Security+ Certified (Sec+)

Microsoft Certified Desktop Support Technician (MCDST)

Microsoft Certified Technology Specialist: Vista Configuration (MCTS)

State of Colorado Certified Nursing Assistant (CNA)

National Registry of Emergency Medical Technicians – Basic (EMT-B)

American Board of Opticianry

Education

COLORADO TECHNICAL UNIVERSITY, Colorado Springs, CO Spring 2013

Bachelor of Science, Information Technology • In Progress (3.90 GPA)

Concentration in Computer System Security

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