Customer Service Manager

Gayden McClain

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

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

City: Rosedale

State: MD

Zip: 21237

Country: USA

Phone: 443-***-****

Skill Level: Experienced

Salary Range: $48,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

GAYDEN MCCLAIN, JR. Email: *********@********.***

(C) 443-***-**** 1505 SELING AVENUE

(H) 410-***-**** BALTIMORE, MARYLAND 21237

OBJECTIVE

Currently seeking a position with growth potential where my Leadership, A+, Network+, telecommunications skills, professionalism, positive attitude, discipline, and varied experience can be utilized.

COMPUTER SKILLS

Very proficient as a PC Customer Support Technician. Currently (A+ Certified), April 1997, (Network + Certified), Mar 2002, Windows XP, Vista, and 7. Knowledgeable of Windows Server 2008, Microsoft Exchange Server, 2010 and also proficient in all versions of Microsoft Office (2003-2010), Type 35-40 WPM.

EXPERIENCE:

Apr 99 to Nov 12 - Baltimore Life Insurance Company, Owings Mills, Maryland 21117

A+ and Network+ Certification, as the Lead PC Support/LAN Administrator for the Baltimore Life Insurance Company`s Information Systems Department. Duties include but not limited to the following. We worked within a Citrix environment addressing all end-user concerns such as, client setup, application, printer configuration, and Citrix Password Manager. Provide direct support for Baltimore Life Insurance (BLI) Company and its Career Division`s Local Area Network (LAN) and Wide Area Network (WAN) connections to all eleven satellite offices including the Home Office. Possess excellent Customer Service skills.

NETWORK

Assist the network engineers within a Windows 2008 Server environment by providing comprehensive support for corporate PC user`s, single users, and LAN/WAN users. Some of the duties were supporting Active Directory (AD) by unlocking User accounts as needed, and creating Group Policy Objects (GPO`s), and Organizational Unit`s (OU`s). Performed the following; backup tape exchange, software imaging, network troubleshooting, connection issues, and general email support (adding/modifying mailboxes) within the Exchange Server 2010 environment. As a team member we performed an annual Disaster Recovery exercise.

HELPDESK

My duties: are directly responsible for maintaining, triaging, and assigning all Helpdesk tickets and Customer Support requests ensuring that the tickets and requests are completed in a timely manner. Responded to Customer Support requests via the Helpdesk, telephone, and direct person-to-person requests. Provided varied support to end-users regarding all software and hardware related issues. Assisted with the training of all new personnel and users as needed.

CISCO IP Telephone/Mobile Devices

Primary Administrator and team lead for the Cisco IP phone system, Hunt Groups, and support the Call Centers that use the Call Manager program when the Call Center representatives assist customers. I created, maintained, and assigned DID (Direct Inward Dial) numbers to all personnel, and would troubleshoot all IP phone system problems and coordinated with the telephone vendor as needed. Responsible for creating and setting up mobile devices (Blackberry, IPhone, and Motorola Razr), utilizing Verizon`s Business account and numbers. Also created and configured the Microsoft Exchange email account for all devices.

FIELD TECHNICIAN

I have worked as a Field Technician repairing, configuring, installing, and testing computers prior to shipment to Baltimore Life`s satellite locations.

EDUCATIONAL BACKGROUND

Aug 11 Present Baltimore Community College (Essex)

Feb 02 Mar 02 Comptia (Self-study, Network+ Certified)

Jan 97 Apr 97 Dundalk Community College (A+ Certified) (12 credit hours)

Sep 74 Jan 77 Attended Lemoyne-Owen College (63 credit hours)

Aug 70 Jun 73 Diploma, Booker T. Washington High Schools

References are available upon request.

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