Customer Service Technical Support

LEONARD HOWARD

Durham, NC ***** 919-***-**** *********@*******.***

CAREER SUMMARY

Technically sophisticated information technology professional with over 17 years’ experience who can be trusted with even the most confidential projects. Highly competent in working with diverse software and troubleshooting issues resulting in a prompt resolution while provide exemplary customer service. Proven expertise and strong ability to increase reliability, maximize productivity, and introduce system efficiencies at all levels. Area of expertise include:

• Customer Service • Communication: Oral and Written • Management

• Systems Analysis • Diagnosis, Troubleshooting and Repair • Technology Deployment

• Desk Support • Conflict Resolution • Autonomy

• Training and Development • Software/Hardware Resolution • Resource Management

• Quality Assurance Procedures • Component Identification • Schematic and Blueprint Reading

TECHNICAL PROFICIENCIES

Operating Systems:

MS Windows Server 2003, 2007, 2010, Vista, XP

Networking:

Local Area Network (LAN), TCP

Software:

MS Office (Word, Excel, Outlook, PowerPoint), SAP, Lotus Notes

Tools:

Veritas, McAfee Antivirus

PROFESSIONAL EXPERIENCE

System Management Specialist 2002-Present

Sykes, currently contracted with Infinite since 2015 - Research Triangle Park, NC

Tuning, configuration, development, deployment and troubleshooting of desktops, printers, servers, and laptops.

Skilled troubleshooter, promptly answers, evaluates, and prioritizes incoming calls, voice mail, e-mail, and in-person requests for assistance from users experiencing hardware issues.

Working knowledge of desktop PC imaging tools such as Ghost.

Successfully perform 100% inventory of surplus machines at least once annually.

Effectively conduct spot inventories, as needed.

Communication with other Delivery Teams to determine monitoring thresholds and escalation processes.

Efficiently ship machines from surplus list to other IBM employees when requested.

Proficiently maintain asset database and verify accounts for 3,000 plus systems.

Technical Support Engineer Oct 2000-Jan2002

Arris Broadband Group - Morrisville, NC

Expertly assessed and troubleshot facilities helpdesk issues.

Teamed with property management, external contractors, and vendors to ensure all facility services were provided to specification and at agreed costs.

Answered technical queries and followed through to resolution or escalation.

Adeptly purchased equipment and supplies for engineering projects.

Instrumental in maintaining facilities database for new hiring.

Accurately placed purchase orders and loaded into SAP.

Maintained electronic records of technical info for research purposes.

Effectively handled mail distribution as required.

Diligently maintained inventory control, including physical security.

Shipping Coordinator Feb 1998-Sep2000

Wandel & Goltermann - Research Triangle Park, NC

Promptly shipped and received electronic test equipment.

Assist the shipping manager in coordinating the shipping function.

Contacted carriers and trucking companies to schedule shipments.

Strategically designed and arranged material in containers to ensure shipments arrived expeditiously and undamaged.

Prepared packages for UPS/FedEx shipment.

Maintained inventory movement journals.

Managed raw material and critical supply inventories, including maintenance and cleaning of inventory area, inventory organization and racking, inventory cycle counting and reporting, and monthly inventory.

EDUCATION AND TRAINING

Electronic Technology Certification

Center for Employment Training - Research Triangle Park, NC

Dec 1996-Sep 1997

High School Diploma

James Madison High School - Norcross, GA

1993

ADDITIONAL SKILLS

Direct and Alternating Current Theory

Assembly/Disassembly

Parts Management

Wiring and Harnessing

Rework

Semiconductor Devices

Digital Electronics

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