Technical Support Customer Service
Resume:
DAVID N. DODD
**********@*****.***
CAREER OBJECTIVE
Actively pursuing employment opportunities in the Technical Support field with a progressive organization, which will challenge my experience and abilities.
SUMMARY
Highly trained Sr. Technical Support Professional with extensive background in supporting multiple platforms and operating systems including desktop, and mainframe environments by problem-solving skills and troubleshooting issues over the telephone.
PROFICIENCIES/TECHNICAL SKILLS
Microsoft Office 2010 Suite
Internet Explorer/Foxfire/Safari/Google Chrome
Ipads
Microsoft Windows O/S& Server
Lotus Notes
Iphones
Exchange Admin
Telecomm
SAP
Unix
Peregrine – Service Center
Knowledge Management
Citrix
Remote Access/Support
Troubleshooting
Remote Control Tools
Service Now
Request Center
Adobe Pro Suite
Active Directory
HDI Certified
Microsoft Outlook
Mainframe
Microsoft Exchange
Tivoli Remote Control Software
Microsoft Lync
VDI
Chkpoint Endpoint Security VPN
Computer Management
RSA Security Console
SharePoint
Windows7
WebEx
Volunteering Work – KSBJ, Prison Ministry, Beacon Homeless Shelter, Texas Children, Star of Hope
Professional Qualifications & Abilities:
Highly committed to provide great Customer Service in every line of business.
Devoted to achieving objectives, and goals related to lob.
Strive to demonstrate a high level of honesty, loyalty and integrity to teamwork.
Strong problem solving skills with attention to details and accuracy.
Committed, and dependable, have shown stability in previous roles/projects.
WORK EXPERIENCE
Direct Energy – Houston, TX 2014-2017
Service Desk Analyst
Provided efficient, expert technical support on all tiers of computing to the corporate business units.
Performed technical support and troubleshooting for clients on software, hardware, peripherals.
Provided basic support for wireless devices iPad’s, and iPhone’s.
O’Reilly Auto Parts – Humble, TX 2012-2014 Delivery Driver /Disturber of Parts
Stock Warehouse with incoming parts.
Process the incoming/outgoing orders and distribution of parts to external customers.
Stock products (parts) to be displayed in house for customer store advertisements.
Awarded Team player.
JPMORGAN CHASE - Houston, TX 2011 -2012
PROJECTS
Risk & Security (EAA) Administration - Application Access Administration
EAA Application Access Administration analyst with experience in performing security access for multiple lines of business applications across various platforms. Process an average of 30-50 Request Center requests daily.
Application Access Administration Analyst
ARP EPV Remediation Project
Share Remediation Project (FSR)
Problem Resolution
Business Analyst
Control Environment and improvement to central infrastructure by Identify Information owners by validating active accounts on the network. (EPV)
Performed discovery of current environment by identifying I/O for information on target system.
Partnered with LOB/Customer to perform data classification to identify functional account ID/holder.
Reported to EPV team account validation for the purposes of remediating inactive account and, or account with no owner identified.
Verified ownership of minimum 12% account owners per week to meet deliverable of closing out project.
Reported Data Collection back to the EPV team weekly for accounts that have been successfully validated to ensure automation of accounts.
Provided daily tracking log to manager by EOD Thursday of each week for the purposes of metric reporting.
Conducted LOB Liaison activities for Share Remediation Project (FSR)
LCM Data Collection Verification for Matrix Reporting
Ensured PM is informed of issues/concerns impacting project deliverables
Performed discovery of current domain environments
Maintained productivity in order to achieve target of remediating 155 (minimum) ACL permissions/week
JPMORGAN CHASE - Houston, TX 2005-2011
GTI Service Desk Agent
Responded to user questions regarding applications and hardware
Resolved user problems
Escalated issues that can not be resolved immediately
Documented all phone interactions
CENTERPOINT ENERGY INC. - Houston, Texas 1994-2002
Senior Problem Analyst/Senior Technical Analyst
Provided efficient, expert and cost effective technical support on all tiers of computing to the corporate business units.
Performed technical support and troubleshooting for clients on software, hardware, peripherals and LAN.
Handled an average of 25-50 calls a day. Exceeded the targeted Helpdesk goal of resolving 70% of calls received at first level of support.
Exceeded the targeted Helpdesk goal of being available to meet 80% of answered calls within 60 seconds.
Awarded Team Player of the Year.
RELIANT ENERGY INC. - Houston, TX 1990-1994
Associate Technical Junior/Problem Analyst
Provided support to company employees on all tiers of computing: mainframe, PC, LAN and DEC/VAX.
Provided support on all business critical corporate and third party applications and software.
Charged with defining, tracking, solving and logging hardware/software problems.
Met, as a team member, all Service Level Agreements of business critical corporate and third party applications
Assisted with defining and implementing all documentation processes for the Help Desk Department. This involved identifying types of calls received, solutions for a variety of technical problems, options for additional support and customer service standards.
Tracked all Help Desk calls received and ensured they were properly documented with call descriptions and analyst remarks. This resulted in an accurate database of all calls received, which was used to provide ongoing customer support and staff training and development.
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