Customer Service Technical Support

Lawrence Hill Jr

Mobile Phone: 847-***-****

Secondary Phone: 847-***-****

E-mail: ***************@*******.***

Summary

A history of progressively responsible positions in IT Support, Customer service and management. Service-oriented computer professional with experience in the building, operating, troubleshooting, and repair of desktop/laptop computers, and mobile devices. Able to demonstrate excellent communication while providing support to a diverse customer base in a fast paced environment.

Summary of Technical Skills

MDM software

Firewall Configurations and Servers/Backups

Novell (LAN), Mainframe, AS400 password suspensions and resets

TCP/IP Protocols

Active Directory/Group Policy Administration

Basic VPN Configurations for Cisco

Windows 7 IOS

iPhone/Blackberry/Android device setup/configurations

PGP Encryption Software

Hard/Soft Token Configurations

Basic Network Troubleshooting break/fix skills

Citrix

Configured and Troubleshot Cisco/Siebel hard and soft phones

Superior knowledge and command of all Microsoft Office applications yrs.2003-2013

Proficient in multiple Ticketing Software

Basic break/fix configurations for Windows 7

Proficient in Remote Desktop Connections

Basic XenApp Configurations

Basic knowledge and command of Oracle applications

Professional Experience

Insight Bloomingdale,IL October 2011 – November 2016

Service Desk Analyst II

Provided IT support to multiple clients via phone, email or chat. Duties performed in a call center environment until promoted to work from home office. Assisted with new client on boarding and new process/software implementation. Managed and resolved Tier 2 issues. Acted as a team lead when management/supervisor was unavailable. Duties included monitoring breaks/lunches, client call queues, performing established outage procedures and resolving escalated issues of T1/T2 representatives.

*Assisted 5-10 different clients daily.

Insight Bloomingdale,IL February 2011 – October 2011

SSAT Technician

Conducted site survey of client location to assess condition and needs of current point of sale equipment and software version. Translated survey into equipment, and service proposal. Finalized equipment type, and installation procedure. Acted as liaison and/or interface to different business units and clients. Updated and maintained Metric/SLA report. Maintained a positive rapport with the project teams and clients. Consistently met documented deadlines and objectives.

*Assessed and Coordinated installation of new POS systems in over 700 McDonalds restaurants.

Insight Bloomingdale,IL June 2010 – February 2011

Project Coordinator

Performed PC break/fix remotely from command center. This included, but was not limited to, identifying the problem and determining the most efficient and cost effective way to resolve the problem, and keeping customer downtime to a minimum. Identified cases that belonged to other teams and move from desktop assignments to appropriate team. Over site on hardware parts replacement and shipment between locations. Assisted Project Manager(s) with the adherence and documentation of process and procedures. Consistently met documented deadlines and objectives.

Mercola.com Hoffman Estates, IL March 2007 – January 2010

Customer Service Supervisor

Managed, trained, coached, and monitored 20-30 customer service representatives. Call center environment. Provided daily reports of service, productivity, sales, and customer feedback. Resolved customer issues. Acted as liaison between management and administrative staff within a constantly changing environment.

Fellowes Itasca, IL July 2006 - February 2007

Customer Service Specialist/Technical Support

Responsible for handling all requests from Fellowes' consumers by phone, fax, e-mail, mail, etc. Able to answer questions and provide information about Fellowes' products, a variety of shredders,laminators,and binding machine technical issues. Responsible for efficient processing of consumer orders and daily interaction with a variety of Fellowes' departments to effectively handle consumer inquiries.

EDUCATION

Ivy Tech Community College East Chicago, IN

Certificate: Cyber Securities/Information Assurance

Jan 2017 - Present

Purdue. University Lafayette, IN

Major: Mechanical Engineering

Aug 1996 - Dec 1998

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