Customer Service Software

Samwel N. Kangiri

Houston, TX *****

Tel# 713-***-****

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

Technical skills

Software & Tools: MS Office, MS Outlook, MS Exchange, Remedy, SAP, Maximo.

Operating Systems: Win Server 2008 & 2003, Win 7, Win Vista, Win XP, Win 2000,

Win 98, Red Hat Linux

Education:

Associate degree in Applied Science - Computer Networking

Lone Star College- North Harris

Comptia A+ Certification

IBM Certified Deployment Professional - MAM v7.1 Implementation

IBM Certified Deployment Professional – Tivoli CCMDB v7.1.1

Certificate in Information Technology

Lone Star college- North Harris

Certificate in Microsoft Certified System Administrator

Lone Star College- North Harris

Skills

•Strong analytical abilities to troubleshoot and resolve PC’s, server, network WAN/LAN

hardware/software issues.

•Installation/support of Microsoft Server/Client & Linux operating systems.

•Networking standards, protocols, security, Routers and Switches.

•Upgrading and maintaining virus protection, OS & service packs, general operations, and

providing back-up and disaster recovery.

•Query, analyze data from ERP databases and create metrics reports.

• Data encryption, Migration.

• Buildup system configuration.

•Active Directory/User Administration

•Provide onsite and remote help desk support to end users.

•Ability to work well in a team.

•Great organization and documentation skills.

•Strong customer service skills.

Professional Experience

Hewlett Packard

Server Test Technician, November 2011 –

Responsibilities

• Testing Server Diagnostic Engineering deliverables with established processes and test plans

• Troubleshooting and resolve of Servers/PC hardware and software issues .

• Installing Oses (Linux, Windows)

• Build and repair of Servers/PC

• Documenting tests on a template and writing issues on the Quix issue tracking

• Escalation of any unresolved issues to higher level of support.

Exel Logistics, Houston, TX

Data Analyst, April 2006 – June 2011

Responsibilities

•Design and utilize metrics reports to ensure proper tracking of performance for the Supply

Chain business processes for Hewlett Packard Inc using SAP ERP and Microsoft Office software

tools.

•Provide input into the development and management of operational reports and metrics.

•Generate and maintained daily, weekly, monthly, and quarterly queries and reporting.

•Supported initiatives through relevant performance analysis including the development of

metrics used to quantify process impacts against organization.

•Provide quality, timely and accurate end-to-end support of any issues within functional area of

responsibility. This includes phone, email and IM contacts and ticketing of the event in the

appropriate ticketing system.

• Interact professionally with clients exhibiting strong customer service skills

• Develop, document and effectively communicate job processes, procedures and techniques

• Maintain proficiency in PC technical fields of expertise

• Provide timely project updates and status reports.

Inventec Inc, Houston, TX

Testing and Validation Specialist, February 2004 – March 2006

Responsibilities

• Install and configure software/hardware components such as memory, hard drives, and tape

drives in PC’s/servers

• Running a predesigned suite of tests on PC’s/Servers

• Building PC’s and servers

• Racking servers

• Troubleshooting errors (system not booting, drivers not loading, systems not connecting to the

network, etc.)

• Conformance to company standards and coordination with other location support staff.

Contact this candidate