Customer Service Project Manager

David Wagner

. 813-***-**** .**********@*****.***

Skills

. Server operating Systems: Windows Server 2003, 2008, 2008R2

. Workstation operating Systems: Windows XP, Vista, 7

. Active directory user management

. Excellent Customer Service and interpersonal skills

. Remedy 7 ticketing system

. LANDesk remote support tool

. Securedocs disk encryption

. Microsoft Office 2007 and 2010 including Excel, Access, Publisher and

Power Point

. Consistently surpass set goals and metrics for performance and

satisfaction

. Operated multiple PDF programs with OCR technology

. Expert de-escalation of priority issues

. Acronis Clonezilla and Norton Ghost backups and system clones

. Symantec Endpoint 11 and Vipre Enterprise Anti-Virus

. Hardware trouble shooting and component replacement

. Project coordination between stake holders

. Extensive experience in network administration and desktop support

Security Clearance:

Secret DHS (2012 - Present)

Certifications

. ITIL V3 Foundations Certified

. Comptia Security+ Certified

. Comptia Network+ Certified

. Comptia IT Project Manager Certified

. Comptia A+ Certified

. CIW Associate Certified

Work Experience

August 2012 - Present

MindBank, Tampa, FL

Desktop Server Manager

. Monitors and responds to hardware and software problems utilizing a

variety of hardware including printers and software testing tools and

techniques.

. Self-Managed no onsite manger.

. Assists with network hardware, servers and software installation,

troubleshooting, and support.

. End user AD accounts management.

. Onsite Project lead for equipment refreshes.

. Maintains current knowledge of relevant technology as assigned.

. Continued operations/Emergency Response group Member.

. ERG action plan for Tampa District office, Field office and ASC.

. Manage back up and restores with BackupExec 2010.

. Participates in special projects as required.

. Member of the team developing the Windows 7 deployment via LANDesk to

an enterprise of 10,000+ workstations and laptops.

. SME accusation, deployment, and utilization of IT equipment.

. Assists with Asset management and Inventory of IT assets.

. Ensure all laptops are up to date with software and security measures

including disk encryption.

. Assists with security vulnerability remediation.

. Custom software support.

. Authored and updated KB articles for entire enterprise.

. Helped create backup solution for Deployment Team.

. Solved Advanced Networking and Windows issues.

. Schedule equipment shipments, loaner and demo setups.

. Documented all work in Remedy ticketing system.

. Interacted with customer's onsite, phone and e-mail.

. Utilized remote technologies log me in, VPN's, Simple help.

. Resolution of complex issues.

. Insured customer satisfaction.

. Pinpointed root causes of issues.

August 2012 - Present

Award Web Services, Tampa, FL

Remote Technical Support Specialist

. 100% remote End User support.

. Large call center support with over 2000/month for team.

. Self-Managed no onsite manger.

. Trained in all products and services offered by Geek Squad.

. Assists with software installation, troubleshooting, and support.

. Maintains current knowledge of relevant technology as assigned.

. Ensure all laptops are up to date with software.

. Custom software support.

. Solved Advanced Networking and Windows issues.

. Utilized remote technologies log me in, VPN's, Simple help.

. Resolution of complex issues.

. Insured customer satisfaction.

. Pinpointed root causes of issues.

April 2011 - December 2011

Janus Displays, Tampa, FL

Product Support Specialist

. Project management for large sized and strategic projects.

. Developed secure OS package for CENTCOM / ITA Approval.

. Supported digital signage hardware and software.

. Custom software support.

. Created and edited documentation for installation and training

manuals.

. Solved Advanced Networking and Windows issues.

. Schedule equipment shipments, loaner and demo setups.

. Coordinated replacement for DOA and older equipment.

. Created a digital training manual and reference guide

. Performed time studies to establish production quotas

. Interacted with customer's onsite, phone and e-mail.

. Integration of custom software.

. Communicated with end users including GM's, Marketing Directors, Sales

VP's etc.

. Utilized remote technologies log me in, VPN's, Simple help.

. Resolution of complex issues.

. Built customized OS working with in Military security requirements and

policies.

. Insured customer satisfaction when end users were extremely upset.

. Integration of multiple networks and systems.

. Management of signage content.

. Maintained legacy systems support (hardware / software) on current

technology.

. Arranged total end user support, installation, use and issue

resolution.

. Pinpointed root causes of issues.

May 2010 - December 2010

Entera, Panama City, FL

IT Administrator

. Active Directory - Server 2000 and 2003 user management.

. Managed budget and manpower restraints.

. As IT Admin cut telecom cost by 40%

. Created a digital training manual and reference guide

. Performed time studies to establish production quotas

. 100+ user environment.

. Exchange 2007 E-mail administration and migration to Gmail for

business.

. NEC phone system administration.

. Right Fax administration and troubleshooting.

. Daily trouble shooting of end users It issues.

. Outsourcing and PO tracking for engineering department.

. Fortinet VPN setup and administration.

. Monitoring and configuration of Fortinet firewall.

. Visual ERP Administration.

. Created bill of materials from engineering schematics.

. Website design and form building.

. Administration and support of smart phones.

. IT inventory tracking and automated reports.

. Multi Tasked, resolving issues by e-mail while on phone with other

customers.

August 2007 - November 2009 Ring power

lift division, Jacksonville, FL

Service writer

. Communicated with customers by phone and e-mail.

. Successfully handled customer service and order calls.

. Data entry.

. Solidified client relations

. DB2 database use and basic administration.

. Report editing of Microsoft Access customer contact database.

. Installed network MFC for remote print and scan.

. Followed up on recommended adjustments to ensure customer

satisfaction.

. Desktop support and end user trouble shooting for common issues.

. Multi Tasked, resolving issues by e-mail while on phone with other

customers.

. Parts quotes and P.O. Tracking.

. Handled grater Jacksonville and Tampa area including Ocala and

Tallahassee.

. Billing resolution.

. Recovered past due debts

. Maintained up to date information systems

November 2006 - August 2007

Jacksonville, FL

Field Technician

. On call support for local business and personal PC and network issues.

. References available.

July 2006 - November 2006

Footballfanatics.com, Jacksonville, FL

Customer Service Representative

. Communicated with customers by phone and e-mail.

. Successfully handled customer service and order calls.

. Administered Toshiba digital phone system.

. Investigated customer complaints about merchandise, service, and

billing issues.

. Followed up on recommended adjustments to ensure customer

satisfaction.

. Handled approximately 120 to 130 calls a day, at peak season.

. Customer Account management, and password reset.

. Participated in project teams of approximately 5 to 7 people.

. Multi Tasked, resolving issues by e-mail while on phone with another

customer.

. Duplicated customer errors for report to website programmers.

. 35,000 to 40,000 account users.

. Microsoft Office was used on daily basis.

November 2003 - June 2006

United States Navy, Mayport, FL

Aviation Electronic Technician

. General Office

. Install electrical and electronic components, assemblies, and systems

in aircraft, using hand tools, power tools, and/or soldering irons.

. Connect components to assemblies such as radio systems, instruments,

magnetos, inverters, and in-flight refueling systems, using hand tools

and soldering irons.

. Assemble components such as switches, electrical controls, and

junction boxes, using hand tools and soldering irons.

September 2002 - June 2003

Frietag Computers, Groditz, Germany

Computer Repair Technician

. Performed problem detection and solving, fixing and reinstalling

software and hardware, maintained company network.

. Performed troubleshooting, diagnose, installed, upgraded, configured,

and repaired computer systems and network system components.

. Repaired and upgraded hardware and software for PC systems.

. Microsoft office 2003 support.

. Installed and interfaced computer hardware including multimedia,

memory and video components and systems.

Education & Training

IT Security BS - WGU, Currently attending to finish BS degree, February

2012

Electronics Journeyman - Seminole County School Board, Orlando FL, May 2002

H.S. Diploma - Lyman High School, Longwood FL, May 2002

Project Management Diploma - alison.com, November 2011

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