Customer Service Information Technology
Resume:
Brian T Kelly
Liverpool, NY *3090
********@*****.***
Objective: To use my years of Computer and Customer Service Skills to enhance your Information Technology department.
Education:
Onondaga Community College Major: Computer Information Systems
Bryant & Stratton Major: A.A.S. Information Technology
Onondaga Community College Major: Criminal Justice, Minor: Computers
Job Skills:
Computer Networking / Installation / Repair
Help Desk Support
Technical Problem Resolution
Database Admin
Desktop Publishing
Systems Analysis
Business Applications
Customer Service
Call Center Operations & Supervision
Change Management
Corporate IT Audit Process
Alarm & Security Operations
Asset / Inventory Management
Vendor Management
Software Suites:
Windows Server 2003/2008
Windows 95/98/ME/XP/Vista/7/8/10
Microsoft Office 2003 / 2007 / 2010 / 2013 / 2016
MS Project
MS Visio
Active Directory
Exchange Server 2007
Windows & Server Migration
Server Setup
Cisco LAN/WAN
SQL
VPN
RDP
PHP
Telnet
C#
HTML
Mac Os 7.X / 8 / 9 / X
Photoshop
Dreamweaver
Adobe Contribute
HP & Dell Certified
Bit-Locker, McAfee, Symantec encryption software
SCCM, USMT
Work History:
Rapid Response Monitoring 2017-2017
Syracuse, NY
IT Help Desk Specialist
Manage high volume call center desktop environment. Image/deploy PC & laptops. Handle customer trouble tickets in a timely and professional manner. Create procedures to image computers within the environment. Assist clients with remote access to company resources. Be responsible for site wide inventory of IT equipment. Maintain counts of equipment in order to keep a safe level needed for break/fixes.
KST Data/Lockheed-Martin 2014-2017
Syracuse, NY
Level 2 Computer Support Specialist
Man Company’s highest rated iLab/User Resource Center. Work daily with users of varying levels of technical abilities. Contact clients via phone, email and person-to-person in order to effect a positive resolution to computer and technical problems. Work with established procedures to image computers, tablets, mobile devices. Install and repair software on laptops, desktops, tablets and mobile devices. Assist clients with problems accessing company resources remotely and over the network. Evaluate client’s needs and eligibility for refresh of computer equipment. Image, install software, and import data for client’s technical refreshes. Install and evaluate new company software and computer related equipment. Loan clients computer and mobile devices; such as tablets, cell phones, hotspots; that are needed for business travel. Maintain loaner equipment for business travel. Be responsible for site wide bi-weekly inventory of IT equipment. Maintain counts of equipment in order to keep a safe level needed for break/fixes and technical refreshes. Retrieve equipment from former employee’s cubes/offices and return them to inventory. Deploy computer/technical equipment to new hire work areas. Set up video teleconferencing meetings for various departments within the company’s training rooms.
Netregrity Consultants 2013-2014
Syracuse, NY
Help Desk
Assist customers of varying levels of technical abilities with network and computer problems. Provide support for a wide range of email and browser programs. Diagnose network problems and provide support and documentation. Work with electronic ticket system to make sure that customer problems are documented and resolved in a timely manner.
ISSI/Crouse Medical Practice 2013- 2013
Syracuse, NY
IT Services
Maintain and support multiple offices comprising over 150 computers, servers, printers, and office equipment. Interact with users of varying levels of computer ability. Remote access offsite client computers and equipment. Maintain company-wide anti-virus protocols and implementation. Oversee composing the inventory for the company of IT equipment. Create after hours playbook for offsite support.
TEK Systems/Steri-Pharma, LLC 2012-2013
Syracuse, NY
Systems Administrator
Maintained operation of 100+ computer and printers over a plant-wide LAN/WAN network. Install, support and manage servers and desktop/notebook computers and resolve issues as needed. Install patches and perform system backup and recovery. Monitor system configuration and maintain data files. Configure routers for VPN access. Create validation requirements for lab equipment and administer company IT policy in compliance with FDA standards. Oversee company IT inventory and supplies.
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