Customer Support Software

Tom Reinert

**** *. ****** ***., ****** City, MO 64153

Cell: 323-***-**** Email: ************@*****.***

Summary I.T. professional with 8 years of experience implementing custom solutions to improve efficiency. Conversant in a range of hardware and software technologies. Intensely committed to maximizing qualifications and capabilities. Demonstrated leadership and cooperation through mentoring and cross-training. Rapid de-escalation and issue resolution with follow- through and clear communication.

Skills Microsoft Windows Server, Word, and Excel

VMware Vsphere and ESX, Citrix XenServer

Perl Script, HTML, CSS, and Javascript

Adobe Photoshop, Illustrator, and Dreamweaver

Hardware and software configuration and repair

Virus and spyware diagnosis and removal

Network install, configuration, and diagnostics

Helpdesk issue tracking and communication

Education Bachelor of Arts Degree, University of Northern Iowa, Cedar Falls, IA - Major in Graphic Design, Minor in Music Composition

9/1996 to 5/2000

Experience Self Employed - Pacoima, CA, Cherokee, IA, Kansas City, MO 10/2014 to Present Contractor, Electrician, Plumber, Carpenter

Install porcelain/ceramic tile in bathrooms. Update bathroom fixtures and repair copper plumbing. Change windows, doors, and kitchen cabinets. Upgrade and modify electric lines and main breaker box. Replace central heating and AC systems. Work with city planning department to bring housing up to code. Cherokee MHI - Cherokee, IA 6/2014 to 9/2014

Information Technology Specialist 3

Add, repair, and deactivate windows roaming profiles for all CMHI employees. Print name badges and manage access to DSX magnetic door lock system. Keep inventory records for all IT equipment. Dispose of defective or obsolete computer hardware including the secure deletion and destruction of computer hard drives. Configure IIS for internal web tools. Assist in weekly server reboots and restart necessary services. ASPGS, Inc. - Chatsworth, CA 8/2012 to 10/2013

Customer Support Representative

Provide phone and email based support to worldwide customers including Target, Nike, and Shell. Assist Customers with orders, shipments, adjustments, and transfers using proprietary Warehouse Management Software. Modification of database records to correct customer and software errors. Carry out database table maintenance to repair database index errors. Customization of product labels and shipment document prints. Configure RF scanner guns and software for use with proprietary Warehouse Management System. Track and manage customer issues with Parature support ticket software. Create custom applications for database access using proprietary Unibasic programming language.

Render Rocket LLC - Sherman Oaks, CA 6/2007 to 11/2011 IT Manager/Pipeline Specialist/Customer Support Technician Setup and maintain a 100+ server farm environment utilizing VMware OS virtualization. Utilize Amazon EC2 and S3 cloud services for network render requirements. Research animation software and develop Perl pipeline scripts to automate render processes. Provide phone and email tech support employing Zendesk ticket system to keep records of customer support requests. Configure and make backups of SQL database and Secure FTP Server. Administer NetApp and Isilon cluster file servers.

Envy Tickets - Sherman Oaks, CA 11/2006 to 6/2007

Network Technician/Assistant Ticket Broker

Ensure network integrity and system hardware and software functionality. Maintain security through virus and spyware protection and network encryption. Prepare bookkeeping, filing, and shipping. Make product purchases based on wholesale and retail distribution needs. Establish pricing and process credit card sales. Best Buy, Geek Squad - Westwood, CA 5/2005 to 9/2006 Counter Intelligence Agent

Provide customer support for computers, MP3 players, digital cameras, and printers. Diagnose and repair malfunctioning PC hardware and software. Detect, remove, and protect computers against malware and spyware. Optimize and customize customer computers. Make recommendations for software and hardware upgrades. Ship defective products to repair facilities and receive refurbished products. Administer clerical duties including filing, liaising with repair facilities, and calling customers with progress report updates.

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