Customer Service Manager
Resume:
Gary R. Luther
ac16bk@r.postjobfree.com
PROFILE
** ***** ** ********* *******/Help Desk experience
* ***** ** *******/****** Administration/System Analyst experience
15 years of Customer Service experience
5 years of Manager/Team Lead experience
Excellent knowledge of Microsoft software
Enjoys a workplace that is progressive and offers new challenges
Knowledge of Multiple CRM's
EMPLOYMENT HISTORY
Dec. 2015 – Aug. 2016
Systems Administrator – Arrow Technology Group (Contract)
Responsible for the daily maintenance of the entire IT infrastructure.
Responsible for desktop roll out of various scopes and sizes
Provide desktop, network infrastructure support and IMAC services in a timely and courteous manner for 75 end users
Upgraded and maintained a various Windows and Linux server environments (Including running of backups)
Multitasked various directives and delivered results before requested deadlines.
Troubleshot hardware and software
Windows Server 2012, Exchange Server 2013, VMWare, CentOS, Acronis, Veeam
Maintained data centers for various enterprises within the core group of companies
Maintained mobile and field locations for end users in the oil patch
July 2014 – Aug. 2015
IT Manager – Peavine Inn and Suites / The Vine Restaurant and Lounge
Advised on all business related technical issues and projects
Upgraded and kept up to date the companies websites and social media
Provide desktop, network infrastructure support and IMAC services in a timely and courteous manner for end users and hotel guests
Upgraded and maintained a Windows server environment (Including running of backups)
Multitasked various directives and delivered results before requested deadlines
Troubleshot hardware and software
Windows Server 2008 R2, Lync (Now Azure), VMWare
Sept. 2012 - June 2014
IT Manager - Whitecap Motors
Maintained computer hardware and software for the Whitecap Group
Upgraded and updated the companies websites
Troubleshot hardware and software
Kept accurate and detailed records of machines and software deployed
Resolved computer problem tickets in a timely and efficient manner
Provide desktop, network infrastructure support and IMAC services in a timely and courteous manner
Responsible the daily maintenance of the IT infrastructure
Windows Server 2008 R2, Exchange Server 2010
Sept. 2007 - Mar. 2012
Customer Service Manager - Kinedyne Canada Limited
Managed CSR's to maintain a high standard of efficiency
Maintained and updated the companies websites
Responsible for the training of new staff members
Helped in the decision making for the purchase of a new CRM (Vantage)
Built a customer first mentality within the Customer Service Department
Took part in the weekly management meeting and was a member of the JHSC
May 2006 - Sept. 2006
Head Computer Installer - Ministry of Health and Long Term Care (Contract)
Windows XP deployment of 200 computers
Involved with the computer breakdown and new computer install
Maintained and improved the existing cable management
Responsible for wiping all the sensitive information from the outgoing computers
Kept accurate records of the outgoing computers
Ran manual patches and updates
Made sure the other installers work was completed and up to the MOH-LTC standards
Jan. 2002 - July 2005
Network Administrator - ABN Amro
Managed installation, repair and maintenance of 50+ users while using Novell Netware, Lotus Notes 4.5 / 5.
Dealt internally with clients via email, phone and direct contact
Troubleshot hardware and software
Maintained record of customer follow up
Monitored and analyzed system performance
Provide desktop, network infrastructure support and IMAC services in a timely and courteous manner
Required to analyze, identify and correct reported deficiencies
Kept master file of sensitive documents (passwords, etc.)
Responsible for AV setup and installation
Windows Server 2003 R2, RedHat
July 1998 - Dec. 2001
Network Administrator / IT Specialist - Vipond Inc. - Mississauga
Administered network servers with Linux and Windows operating systems. Performed regular installation and trouble-shooting of computer software and hardware.
Dealt internally with clients via email, phone and direct contact
Offered after-hours support
Main decision maker for improvements to network system and computers
Provided costs and options for purchasing a new network environment
Troubleshot hardware and software
Considered most effective technical communicator
Primary contact when ordering supplies and computers
Accurately maintained client database
Responsible for the maintenance and setup of the AV equipment
Maintained Rumba (this program tied in the accounting, HR and orders departments)
Windows Server NT, RedHat
KNOWLEDGE
•Windows 98-Windows 10
•Working knowledge of Linux
•Windows Server 2000-2012 R2
•Windows Azure
•Exchange Server 2000-2013
•LAN/WAN networks
•TCP/IP
•VPN, firewalls, mobile IP, IP addressing, DNS/DHCP
•Routing, switching, IP networks, VPNs, servers, security and hosting
•Audio/visual, CPE, and Videoconferencing (Limited)
•Virtualization (VMware, Hyper-V)
•TeamViewer
•Internet technologies, architecture, and design
•Backup (Veeam, Acronis)
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