Customer Service Technician

William Makarevich

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

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

City: Colorado Springs

State: CO

Zip: 80911

Country: USA

Phone: 412-***-****

Skill Level: Experienced

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

William Makarevich

6638 Fielding Terrace, Colorado Springs, CO 80911

*******.*.**********@*****.*** 412-***-****

Qualifications Profile

Accomplished, quality-focused Information Systems technician with a TS/SCI security clearance (Expired August 2012) and CompTIA certifications in A+, Security+, and Network+.

Self-directed and organized, demonstrating skill in preparing processes that maximize productivity while decreasing overall fiscal costs.

Provided unusually strong leadership in diverse environments, leveraging experience gleaned from numerous international and U.S. assignments.

Excellent, articulate communicator who accurately simplifies complexities to meet challenges.

Experienced collaborator, partnering with staff to maximize outcomes, with attention to details and overall scope of projects.

Professional Experience

Defense Intelligence Agency/ Cheyenne Mountain Air Force Station, Colorado Springs, CO

Superintendent, December 2009 - September 2012

Administered the Defense Intelligence Agency (DIA) service desk for the western United States.

Supervised 23 military and contractor personnel responsible for maintaining $132M of equipment.

Led joint-service military/civilian personnel in providing messaging/network support to over 6K users at 300 geographically separated units ensuring the transmission of over 3.8M messages per month.

Elevated Tier I Level/first call resolutions from 58% to 88%.

Streamlined account request/creation process cutting processing time from 48 hrs to 6 hrs for 3K users annually.

Identified redundant processes, cut response time from 100 minutes to less than 30 minutes.

Ensured $16M site transition without fiscal losses or work stoppage.

Spearheaded the merger of DIA's service desk revising over 70 procedures, saving $4M annually.

Fused 7 help desks into to 2 enterprise service desks while increasing customer service rates from 35% to 78%.

Accomplished mission success with only 45% of required workforce, while increasing morale and saving 120 work-hours per month.

Orchestrated sanitization of 1.2K classified hard drives, clearing a three year backlog and eliminating security violations.

Defense Intelligence Agency/The Pentagon, Arlington, VA

Pentagon Information Technology Service Representative, May 2005 - November 2009

Served as an IT technician responsible for all DIA Information Technology and Video Teleconferences for the Director.

Provided critical automated data processing (ADP) & video teleconferencing (VTC) support for DIA.

Managed $11M IT service facility supporting and troubleshooting all hardware, software and network issues.

Completed over 2.2K Siebel trouble tickets with a 100% customer satisfaction rate.

Redesigned and led the team for the Department of Defense Intelligence Information Systems (DoDIIS) migration of over 2.2K workstations.

Delivered superior LAN and VTC support with an impeccable 99.5% success rate (CENTCOM commander's support staff requested by name for high level VTC).

Lead technician and subject matter expert for classified/unclassified networks.

North Atlantic Treaty Organization (NATO), Geilenkirchen Air Base, Germany

Information Systems Technician, May 2002 -May 2005

Provided IT support for NATO's Airborne Warning and Control Systems Information Technology Wing.

Supported the Base Automated Support System and Classified Base Automated Support System for NATO, three forward operating bases (FOB), and one forward operating location (FOL).

Oversaw the operation of the base wide online help desk.

Maintained 1.7K computer systems with specialized software and dedicated peripherals.

Sustained 2K users on two independent networks.

Installed, upgraded, maintained and troubleshot all computer hardware that monitored, analyzed and controlled performance of communications computer systems.

Identified and corrected systems configurations and/physical defects.

Enforced information system security and configuration management of software, hardware, and physical location of computer systems.

Elevated computer performance by expertly upgrading 75 computer network interface cards from twisted pair to fiber optics increasing user speed tenfold.

Performed diagnostic tests, formatted and reutilized more than 50 hard drives saving the wing over $5K.

Increased system capacity by 200% with no loss of efficiency achieving 75% decrease in potential errors.

Education

Associates in Applied Science, Information Systems Technology

Community College of the Air Force - Maxwell Air force base, AL

Associates in Applied Science, Data Processing

ITT Technical Institute - Youngstown, OH

Additional Training:

Air Force System Management Course

Air Force System Network Support Course

Credentials:

Operating Systems: Windows 7, 2008, Vista, XP, 2000, NT

Networks: LAN, WAN, MAN, Intranet

Protocols: TCP/IP, NETBEUI, NETBIOS, UDP, ICMP, FTP

Network Accessories: Jet Direct Print Servers, CD Towers, Switches, Hubs

Server Software: Windows 2000, Microsoft Exchange 2010; 2007; 2003, Microsoft Systems Management Server

Network Cabling: 10/100 BaseT Ethernet, Fiber Optics, Token Ring, Ethernet

Trouble Ticket Applications: Remedy Action Request System, Siebel Customer Relationship Management Application

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