Customer Service Manager
Resume:
EDGAR VILLANUEVA
FARMINGTON HILLS, MI. 48336
ac0oy0@r.postjobfree.com
Summary: 20 plus years experience as a Customer Service Engineer and Systems Test Technician on a variety of equipment including main frames, servers, desktops, printers and laptop systems. Excellent communication and customer service skills, both written and oral. Expert working knowledge of installations, upgrades, diagnosing functional, mechanical and software related issues on a host of equipment spanning various OEM computer system platforms. Highly organized individual with attention to detail. Flexible, accountable and very reliable. Conscientious employee who can handle direct and indirect supervision with a strong ability to work well alone, or in a team environment
Technical Skills
Key Skills: Expert knowledge of Computer troubleshooting and configuration; Software installation and problem resolution; Reimages; Data backups and Restores; Setups; Deployments; Project Team Lead; System Preventative Maintenance; Client training and support; Case prioritization and handling; Ticket documentation from ownership through resolution; Parts tracking and Inventory; SMART Hands Support; Maintaining OEM industry certifications through ongoing training and CBT self-study; Proven Customer Service record.
Software: Experience with MS Office Suite (Word, Excel, PowerPoint, Outlook); ClearVision; Symantec Ghost; Lotus Notes; McAfee and Norton Anti-Virus Suites; Sharepoint; Google; Active Directory basics
OS Platforms: Windows 2000/2003/NT/XP/7/8/Server 2003, 2008
Networks: Basic knowledge of Cisco Switches and Routers, DHCP, TCP/IP, Ethernet, VPN, LAN, Remote Desktop connectivity
Server Platforms: Dell, Hewlett Packard, IBM
Hardware: Switches, Routers, Servers, Laptops, Desktops, Mainframes, Printers, Phones, Tablets, Wireless and Point of Sale devices.
Experience:
Dec 1996 to CompuCom Systems, Troy, MI.
Present Field Service Analyst/Network Technician
•Responsible for the coordination of client scheduled hardware and software related repairs on a variety of desktop, laptop, network, and peripheral equipment spanning multiple vendor platforms as per case assignment.
•Primary Lead in Smart hands assistance in networking environments where devices were installed, configured or diagnosed for various OEM devices including Cisco, HP, IBM, Dell, Lexmark and Lenovo equipment.
•Expert knowledge of installation, support, and deployment of cross platform software applications under varied Windows operating systems.
•Collaborate with team members and Project Managers to assure documentation is reviewed before any onsite applications, configurations, data migrations or any image processes for individual customer locations or projects are implemented.
•Support and maintenance of computer related hardware from vendors including IBM, Hewlett Packard, Cisco, Compaq, Dell, Lenovo, and Lexmark.
•Maintain current up to date notes of onsite as well as dispatched service related cases via Clearvision and EFS databases where research, documentation, parts ordering and service requests were addressed in a prompt and timely basis.
•Attend ongoing communications meetings with onsite customers to address any updates, changes, future projects or major concerns.
•Direct handling of major accounts or projects as they are assigned to our region for upgrades, installations, or after hours service requests.
•A short list of customers that I regularly support are Allstate, Aetna, OmniCare, Wells Fargo, Hanover, Target, Home Depot, Fidelity, US Bank, CitiFinancial and T-Mobile.
Feb 1994 to Bell Atlantic/Decision One, Southfield MI.
Nov 1996 Senior Field Engineer
•Team Lead on installations, configurations, monitoring and repair of large mainframe systems as well as all associated peripherals.
•Maintenance and support of the following IBM equipment: 308x through H5
mainframe CPU's; 3990/3880 storage directors; 3390/3380 disk drives; 3490/3480
tape drives; 3274/3174 controllers; 4248, 4245, 3203, 4234, 4224, 3262, 3268, 3287, 6262
and 4029 Printers.
•Participated in the handling of twenty plus accounts during regular work hour coverage, as well as part of an after-hours on call rotation team.
Sept 1981 to IBM, Poughkeepsie/Kingston, NY
Mar 1993 Unit Field Test Technician/ Senior Systems/S.E.T. Test Technician
•Ensured systems setup, testing, diagnosis, repair and quality inspection of IBM's 303x, 308x, 309x, H0 through H5 mainframe systems in a simulated customer environment.
•Implementation of the testing, diagnosis, repair and packaging of miscellaneous CPU logic and I/O storage devices.
•Initiated requests for engineering changes and revisions.
•Singled out for awards on various IBM recognition programs including Cost Effective Solutions, Suggestion Plan program, in which I saved the company a combined $26,000, and Improved Test Floor solution ideas via Quality Circle Team submissions.
•Initiated defect action procedure in which close communications was maintained with engineering to resolve complex mainframe issues.
Military Experience:
1974 TO 1977 U.S. AIR FORCE, McGuire AFB, NJ
Aircraft Maintenance Specialist
•Crew Chief (Aircraft Maintenance Specialist) on B-52 and C-141 Aircraft.
Education:
1980 to 1981 Pennco Tech Institute of Technology, Bristol, PA
Associate in Specialized Electronics Technology
Additional Education:
1981-1993 IBM, Kingston, NY
•308X, 3090, H0, H2 and H5 IBM Mainframe Systems Test School.
•Quality circle leader and facilitator training.
•Technical writing.
•Novell Dos and Microcomputer concepts, System Manager, Advanced System
Manager, Service and Support certificates in LAN Networks.
•Introduction to Microcomputer Hardware and Operating Systems concepts.
Certifications:
•Cisco CCENT
•MCP (Microsoft Certified Professional in Windows NT 4.0)
•CompTia A+ Certification with a specialty in the Microsoft Windows.
•HP Accredited Platform Specialist (ProLiant ML350 and ML370 servers)
•Novell CNA Certification.
•IBM 3990, 3390, 3880, 3380, controllers, drives and disks.
•IBM 4248 and 4245 Line Printers.
•IBM 3490 and 3480 Tape Cartridges.
•IBM Netfinity Servers.
•Compaq DeskPro 2000/4000.
•Hewlett Packard LaserJet and Color Laserjet printers.
•Dell server, desktop and laptop systems.
•Lenovo desktop and laptop systems
•Lexmark printer certified
References:
Pat Torres 734-***-****
ac0oy0@r.postjobfree.com
Damon Carter 313-***-****
ac0oy0@r.postjobfree.com
Contact this candidate