Manager Customer Service

SUMMARY

HIGHLIGHTS

EXPERIENCE

TYREL J. MURRAY

*** ******* **., *****, **** 75104 H: 469-***-**** *****.******@*****.*** I am looking for a career that I can enjoy and excel at as a professional with the opportunity to advance in my career and grow with the company as part of a team. I am a hard worker, a dedicated team player that is willing to do what it takes to get the job done efficiently and correctly. Proficient with Windows OS

Mobile device support

Network troubleshooting

Telecomunications

Wireless support

On site project support

proprietary device support

Patient and diligent

08/2012 to Current I.T. Desk Side Support Analyst

HCL America - Dallas, TX

Supporting Gulfstream Account at Dallas Love Field Managing tickets in Remedy.

Diagnosing and repairing hardware and software problems. I manage AVAYA digital and VOIP phone accounts as well as analog accounts for Fax machines

Mobile telecomunications support

Assist remote server group with repairs and upgrades to servers Move I.T. equipment.

Install and configure software packages such as Microsoft Access Runtime, SAP, Corridor, Novell, Microsoft Office, Adobe, and Oracle. I also manage accounts in active directory for Windows XP and Windows 7, Assist users with VPN soft tokens on PC and Mac devices Image PCs over network using PXE and with CD or Flashdrive. Provide 24\7 support for the sites in case of outages, high priority tickets, and upgrades.

Support proprietary systems and software for CNC machines, laser stamp machines, enrgavers, and 3D printers.

Activate network ports in the IDF and MDF closets. 1 Provide expert remote desktop support and basic server, telecommunication and network services with particular focus on service delivery, technical excellence and customer satisfaction. 2. Drive to meet or exceed organizational goals for quality, cost per contact, customer satisfaction, first contact resolution and service availability. 3. Participate in engagements that have a strong business & technology focus. 4. Demonstrate strong customer service skills to provide onsite technical support focusing on strong listening skills to gain an accurate understanding of the situation, displaying a sense of urgency to resolve customer issues. 5. Provide expert remote support for desktops, printers, mobile devices, telephones, network devices and server administration. 6. REFERENCES

EDUCATION

Ensure root cause analysis is performed in accordance with Gulfstream policies and standards. 7. Produce accurate documentation at the client and incident level. 8. Constantly drive for process improvement. Perform other duties as assigned.

1. Basic administrative experience with Windows Server 2008R2 or greater, or Windows Active Directory. 2. Experience supporting Windows desktops Win 7 or greater. 3. Working knowledge of Mac OS, IOS mobile devices and Cisco Call Manager. A credit history check from a national credit bureau will be conducted for all candidates for this position including new hires and current employees seeking promotion or transfer. 05/2006 to 08/2012 Senior Technician / Manager

Computer-Repaired-While-U-Wait - Arlington Irving, TX My duties included repairing personal computers on hardware and software levels, diagnosing hardware, networking, and other operating system problems, building personal computers for customers, repairing printers, managing customer orders in person and over the phone, handling customer payments, and managing up to 5 employees at a time. 08/2005 to 04/2006 A/V Installer

A.B.B.A Architecture Inc - Cedar Hill, TX

My duties included installing projectors, sound systems, and televisions in classrooms, stadiums, and other professional environments. Terminate, tie, and run Coaxial, VGA, S-Video, Composite, and RCA cables together in the ceiling and walls to a wall plate so output devices could be used for Projectors, T.V.s and sound systems.

Clean up after install was completed.

Darlene Mitchell

Gulfstream Dallas Facilities Engineer

Office: 214-***-**** ext. 43077

Email: *******.********@**********.***

Brandon French

Former manager

Phone #: 817-***-****

Email: *******.******@***********.***

2004 high school diploma

Waxahachie Faith Family Academy - Waxahachie, TX

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