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Manager Customer Service

Midlothian, VA
March 07, 2018

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Nicolas Turk

**** ********* ***** ***** 804-***-****

Midlothian, VA 23112 E-mail:


I am seeking an IT position in a mid-sized or large company. I enjoy interesting and challenging technical work and am able to translate technical jargon and concepts into non-technical language. With more than fifteen years in the IT field and with more than eight years of management, I have a varied background from project management to video telecommunications with a specific focus on technical support and maintaining critical operations. Able to learn and take on any new task or software. I know military and government organizations, structure, protocols, customs, and courtesies as well as private companies. I also have an excellent work ethic, strong communication skills, extensive customer service experience, attention to detail, and can work independently or as part of a team.

Certifications – Microsoft: MCP, MCTS, MCSA, MCSE. (270, 290, 291, 293, 294, 297, 299, 680). CompTIA: A+, Network+, Server+, Security+. Kyocera: FS-1028/1128/1035/1135MFP, FS-2020D/3920DN/4020DN, KM 2540-3040-2560-3060, FS-9130/9530DN, TASKalfa 300i. Learning Tree: PC Configuration and Troubleshooting, Advanced PC Configuration Troubleshooting and Data Recovery, and PC Networking Configuration and Troubleshooting.

Security clearance – Active DOD Secret.

Professional experience

Help Desk Manager – Williams Mullen

Richmond, Virginia 11/15 – 06/17

Managed a team of technicians and oversaw a Help Desk responsible for all IT related issues for over two hundred attorneys plus related staff. Managed many successful large projects including installation of SCCM, a hardware refresh across eight offices, and updating a Windows 7 / Office 2010 environment to Windows 10 / Office 365. Managed Office 365 licensing and successfully rolled out Skype for Business. Developed and enforced numerous policies and procedures. Created ad hoc, daily, weekly, and monthly reports. Responsible for interview and performance review processes. Coordinated on updates and problem resolutions with other IT staff, management, and vendors. Controlled server room access. Administered Workshare for employee and client accounts and files, administered Lexis-Nexis for the library department. Tested new software and hardware before implementation. Worked on-call to provide additional support in a very customer service oriented work environment. Supported Active Directory, FileSite, Cisco Call Manager, Exchange, VPN, Citrix and others.

Operations Senior – SAIC / IDI

Richmond, Virginia 01/09 – 11/15

Oversaw a team of twenty-five technicians. Performed technical support for government and military personnel, as well as contractors in various locations. Ensured all personnel had adequate training and support for effectiveness of operations staff and applications in a production environment. Monitored metrics Crystal Reports to confirm SLA's were met. Analyzed existing and wrote new triage documentation for problems and applications. Assisted in coordinating roll outs, tasks, and resolutions with other departments. Oversaw installation and set up of new imaging / warehouse environment. Communicated with the COTR to confirm all contract tasks were completed. Coordinated interview process for new hires with the Program Manager. Responsible for assignment, tracking, and resolution of Tier 2 tickets in Remedy for end user support. Provided support for VPN and Citrix users. Worked with and supported Active Directory and Blackberry Manager. Designated as critical personnel. Received multiple promotions, the first of which was within six months of being hired.

Help Desk Analyst – ITT Systems

Camp Bucca, Umm Qasr, Iraq 11/07 – 12/08

Worked under harsh conditions to maintain essential communications for a forward operating base in Iraq. Provided second level support for all network, hardware, and software issues for three separate networks. Assisted with establishing and updating procedures for securing classified information. Created user accounts, distribution lists, security groups, and organizational units in Active Directory. Assisted with upgrades and installations in the Data Center, ensured cabling between offices met safety and security standards. Configured and installed servers. Created and loaded images for dozens of different hardware platforms for both classified and unclassified user workstations. Performed network scans and updated workstations remotely using GFI LanGuard. Supported SharePoint for multiple units. Used Cisco Call Manager to configure Cisco VoIP phones. Successfully resolved communication issues with other bases, Europe, and the continental United States. Worked with civilians and military personnel from numerous countries. Acted as Help Desk Manager when needed. Assisted in the training of both new hires and military personnel.

Help Desk Coordinator – Tek Systems

Richmond, Virginia 07/05 – 11/07

Contracted to Dominion Power to perform technical support. Supported end users at geographically separated power plants and administrative facilities in the U.S. and Canada, as well as offshore oil rigs. Worked with USPSD to create, resolve, and follow up on tickets for end user issues. Provided support for a mixed environment of NT, 2000, XP, Novell, and Solaris as well as VPN and Citrix users. Worked with and supported Lotus Notes, Active Directory, mainframe applications, and SAP. Also supported a large variety of in house and web based applications. Assisted with AD migration and Notes upgrades.

Lead Help Desk Analyst – Analysts International

Glen Allen, Virginia 04/04 – 08/05

Contracted to Capital One to perform technical support. Worked in a call center supporting Capital One employees nationwide as well as vendors in the U.S., Canada, India, and the Caribbean. Supported remote users using VPN and Citrix. Responsible for creation, dispatch, and resolution of tickets in Clarify. Created and updated technical solutions to resolve problems. Used Active Directory and Remote Assistance in Windows XP to help troubleshoot and resolve end user issues. Supported Novell, Unix, and Windows XP.

Business Systems Analyst III – SAIC / CSR

Arlington, Virginia 11/02 – 3/04

In charge of preparation, execution, and follow up of flag officer and other video telecommunications for the Navy Annex to the Pentagon, and coordination of meetings and events with sites across the US, Europe and the Pacific Rim. Assisted the PC Lab and Data Center in troubleshooting workstation, server, and networking issues. Supported Windows 95, 98, NT, and 2000 for three resident networks. Assisted in migration from legacy to NMCI intranet. Performed maintenance and distribution of laptops and multimedia projectors.

Logistics Coordinator – Learning Tree International

Reston, Virginia 03/00 – 10/02

Responsible for all Help Desk duties for the U.S., Mexico, Caribbean, Japan, and Hong Kong. Worked on call to provide after hours support. Tracked equipment, maintained equipment lists, and assisted the Logistics Manager. Filled in for Logistics Manager as needed. Installed and tested hardware, software and network components. Supported Windows 98, NT, 2000, Unix, Red Hat, and Solaris. Assisted in troubleshooting Dell, SMC, Linksys, SUN, and Cisco hardware.

Education – Virginia Commonwealth University, J Sergeant Reynolds Community College

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