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Customer Service Technical Support field

Detroit, Michigan, United States
April 19, 2018

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Franklin Long Jr.

***** ****** ******

Detroit, Michigan 48228




Experience in Customer Service System Administration providing focused Windows Software Technical Support.

Helpdesk Support Levels 1-4 and Team Lead experience; fixed field escalated issues promptly

Experience overseeing hardware maintenance, installation, network management, multi-vendor maintenance, and software support.

Excellent communication skills and professional demeanor.


Windows O/S platforms, SUSE/ Redhat Linux OS, VMWare, System X, and AIX 5.3 Administration and Support, Updates and Patch Management

Helpdesk level 1-4 and Team Lead (EDS and Kmart Headquarters)

Microsoft Office, Excel, Access, and Word

Internet Explorer troubleshooting

Network Debugging

Windows Active Directories Administration and Management

Windows PowerShell Automation

Microsoft Exchange and Exchange Server

DHCP, DNS, Group Policy Administration

RAID configuration and support experience

Storage Systems CRM Salesforce SharePoint

Break Fix

XEN Virtualization software

Retail Customer Experience

Cellular Vendor Experience and Cellular Troubleshooting Experience

Dell Infrastructure Migration Readiness Assessment


NCR, Jersey City, NJ October 2014 – May 2015 & October 2016 – February 2017

Detroit MI- NCR - Field Service ATM Technician / POS Retail Break Fix Customer Engineer:

Responsible for POS installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction

Responsible for ownership of customer problems or incidents until the situation has been resolved to the customer’s satisfaction and or in compliance with agreed upon Service Level Agreements

Apex Systems, Glen Allen, VA December 2015 – December 2015

Farmington Hills MI - Dell -- Tyco Lead Desktop Support:

As the Level 4 Desktop Support Lead was responsible for the overall planning, management, and completion of Information Technology projects within a wide variety of business units and programs. Worked with customers to develop project scope of work documents and project plans. Used project management skills to manage project roles, identify resource requirements, meet training needs, define project deliverables, provided customer satisfaction and reporting structures, and to insure quality of projects.

Identified the technical approach to be used on a given project and manage the system development process. Documented opportunities to integrate systems and resources to fulfill project requirements.

Teleperformance, Ann Arbor, MI September 2013 – January 2014

Google Technical Support / Helpdesk:

Provided technical expertise across all Google products to support global Sales, Business Development and Partnerships teams.

Prioritized and delivered outstanding customer service, troubleshooting and issue resolution for sales teams and Google's advertisers.

Managed sales and customer inquiries by live chat, tickets and other channels. Provided technical support and built successful relationships with both internal and external clients assisting customers with break/fix, troubleshooting and coverage issues.

Developed training materials and documentation.

Engaged with cross-functional partners to resolve issues.

National Tech Team, Southfield, MI September 2007 – August 2009

Retail Technical Support / Helpdesk:

Performed maintenance on Point of Sale systems, LAN/WAN Technology, Printers, Scanners, Hubs, Routers, Security Admin, Backup Data, Mini and Microcomputers, IBM AS/400, UNIX, Software, and Operating Systems. Additionally, PC-based retail equipment; hardware break/fix repairs, installation and upgrades to support end-users.

Provided around the clock operational support.

Wayne State University, HFCC, WCCC September 2002 – May 2007

College Student – Computer Science

Adecco Engineering & Technical, Franklin, MI April 2000 – September 2002

Retail Help Desk 2nd & 3rd Tier:

Team member on a project to upgrade infrastructure and perform data migration all POS equipment in Kmart Stores.

Assisted field engineers regarding tech support for upgrades.

People's State Bank, Madison Heights, MI March 1999 – April 2000

MIS System Administration:

Planned and tracked projects, wrote proposals, and troubleshot both operating system software and hardware.

Utilized knowledge of LAN/WAN technology, Infrastructure Migrations, mini and microcomputers, IBM AS/400, UNIX, software, and operating systems.

Effectively communicated with both technically literate and laymen assisting with conflict resolution and staff management.

Collected and prepared data to present clear analysis of such data to other managers and end users in the Commercial Banking Division


Pursuing Associate Degree in Computer Science

Henry Ford Community College

General Education Diploma

Wayne County Adult Education


Enhanced Chauffeur License, Secretary of State, MI

Computer Applications / Repair, Clintondale Adult Education, MI

Structured Educational Support Program, John F. Scott Vocational School, MI

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