Manager Customer Service

Location:

Gainesville, FL

Posted:

December 23, 2012

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Resume:

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III

Objective

Desire IT technician position with the opportunity to expand and advance my computer technology knowledge, and to serve internal or external clients. Enjoy working for a company or institution with a robust corporate culture, high expectations, strong ethical values, and dedication to customers and employees.

Work History

PC Systems Specialist (12/2005 - Present)

CH2M Hill, Gainesville, Florida

Set up, deployed, and implemented numerous servers, including Physical and Virtualized Operating Systems ranging from Windows Server 2000 to Windows Server 2008, running Domain Controllers, SQL, IIS, File and Print services that supported up to 300 staff in 4 regional offices. Served as the East Coast Point of Contact (more than 50 offices) for Panagon (document management system), IBM FileNet-IDM (document management software), and imaging devices (printers, scanners, and web conferencing). Certified as Dell Warranty Parts Direct for third consecutive year. Served on the team that created a standardized End of Lease SOP for North America offices. Served on the End of Lease automation SOP team. Initiated and created a weekly tech tip email for employees that spread to other interested offices than the ones supported. Supported separate computer systems for the Power Group's Deerhaven Power Plant Retrofit Project. Supported desktop operating systems including Windows 7. Supported software for multiple engineering and consulting disciplines. Also use of HP Service Center software to log progress and resolutions for various Trouble tickets to record and track volume and types of incidents customers encountered.

Systems/IT Manager (01/2005 - 12/2005)

The Orthopaedic Institute, Gainesville, Florida

Coordinated the successful consolidation of five separate Gainesville offices into one new central office. Migrated from a peer-to-peer network to an Active Directory Windows 2003 domain. Transferred documents from a Word Perfect Unix XP Pro . Coordinate the setup and installation of the new network, computer and phone systems including: four Windows 2003 Servers, two PACS servers of MRI and X-Ray digital images, an AIX Server for the Medical Software, and a Linux Server for the Document Imaging System. Daily responsibilities included validating backups on 8 servers, regular maintenance, and, most importantly, supporting the employees in 3 offices to ensure productivity and efficiency. Maintained the 256-client PCs running Windows XP or 2000 PRO and 78 printers. Diagnosed hardware and software problems. Equipment supported includes six Dell Power Edge Servers, two IBM E-Servers, APC 1500 rack mounted Smart UPS, HP Pro-Curve switches. Windows 2003 Services included Microsoft Exchange 2000, File and Print Services, DNS, Terminal Services, ISA, and Windows 2003 Office Professional. Documented procedures and processes for maintenance routines and disaster recovery. Set up secured VPN access to office systems for on call surgeons.

Technical Field Engineer (08/2000 - 01/2005)

Web MD/Medical Manager Research and Development, Florida

Installed new software and equipment for sales contracts, including PCs, printers, hubs, switches, print servers, firewalls and routers. Maintained equipment for clients throughout North Central Florida. Repaired damaged and defective equipment, including PCs, terminals, laser printers and dot matrix printers. Diagnosed and resolved software, hardware, and networking issues for clients in over 160 medical facilities from North to Central Florida. Upgraded existing equipment to suit the evolving needs of the client. Implemented support of software and hardware for beta test sites. Maintained close contact with clients to ensure quality of service and products and complete customer satisfaction. Earned a reputation as a great technician with superior communication skills. Used Siebel to track customer calls, progress, and resolution of hardware and software issues. Earned reputation for attentive and exemplary customer service.

Contracted Hardware Technician (8/1994 - 10/2000)

CBM Toner Miser, Clearwater, Florida

Performed in-home service of all major retail brands of personal computers. Performed diagnostics, repair and replacement of hardware, and diagnostics and repair of basic software problems on MS-DOS, Linux, Windows 95, Windows 98 and Windows 2000 operating systems. Focused on customer satisfaction for the difficult warranty customer.

Grocery Clerk (2/1991 - 01/2001, 5/2010 - Present)

Publix Supermarkets, Gainesville, Florida

Worked closely with management in maintaining inventory of the store. Maintained price accuracy and monitored the sale of items using the store's network database. Supervised fellow grocery clerks in the absence of the grocery manager. Developed strong communication and interpersonal skills by dealing directly with fellow associates and customers. Ensured quality customer service.

Technical Knowledge

Operating Systems

Unix (SCO Open Server, Xenix, Linux)

Multifunction, Laser, and Dot Matrix printers

Output devices

Switches

Telephony equipment

Smart Phones

OCS (Microsoft Communicator, Live Meeting, Outlook, etc.

Education

Santa Fe College, Gainesville, Florida (May 1995)

Associates of Arts Degree/Degree led to acceptance and further course work at University of Florida