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Customer Service Support

Tuscaloosa, AL
March 26, 2018

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James D. Smitherman

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

Pleasant Grove, AL 35127 United States


Day/Work Phone: 205-***-****

Evening/Home Phone: 205-***-****


Virtual Private Network National Service Desk

07/2013 to Present

3701 Loop Rd., Tuscaloosa, AL 35404

Salary: $18.23 USD per hour

Senior Technician

Average hours per week: 40

Supervisor: Steve Cannon

Phone: 817-***-****; contact: Yes

Duties, Accomplishments and Related Skills:

NATIONAL SERVICE DESK OPERATIONS: Provide support for Veterans Benefits Administration National Service Desk under contract with ASM Research (current), Intratek Computer, Inc. (07/2013 to 01/2015), and Adams Communication and Engineering Technology (01/2015 to 05/2016). Ensure the National Service Desk’s capability to provide a central Point of Contact for enterprise-class Information Technology (IT) service and support for 5K employees and more than 100 locations nationwide. Address outage notifications and disseminate information 24 hours per day, 7 days per week, and 365 days per year.

TECHNICAL SUPPORT: Lead team of four technicians providing technical support to identify, diagnose, and resolve Tier One software, hardware, and network problems for network computer and email users. Assess and troubleshoot local area network, Internet, new computer, mainframe, and email problems. Answer questions and perform problem diagnosis to guide users through step-by-step solutions. Communicate professionally and in a user-friendly manner with users to discuss technical solutions and provide one-on-one end-user training as needed. Assist network technicians in troubleshooting network printer problems. Pass more complex end-user problems on to Tier Two technicians to ensure the best possible solution.

HELP DESK SUPPORT: Work with Site Supervisors and Site Manager on any issues directly relating to the team’s overall performance to ensure continuity of these services, especially those identified as “Highly Critical” in the organization’s Emergency Operations Plan. Ensure calls varied in complexity and ranging from software to hardware to connectivity issues and requests for new services are expeditiously addressed. Verify steps taken to mitigate the degree of urgency directly affected by extremely short lead times or by the sensitivity of sources outside Department of Veterans Affairs.

COMPUTER SYSTEMS SUPPORT: Provide an immediate first line of support for hardware, software, and connectivity problems. Work with and support a variety of computer systems and formats and software applications, including Microsoft (MS) Windows and Mac operating systems, MS software (Outlook, Word, Excel, OneNote, PowerPoint, Visio, Lync/Skype), Symantec Endpoint Encryption, Veterans Benefits Management System (VBMS), Talent Management System (TMS), VetsNet, Active Directory, Citrix, Cisco AnyConnect, C33/LTS, SHARE, COVERS, CAPRI, CSUM, CWINRS, GOOD, and Service Desk Manager.

QUALITY ASSURANCE AND PROBLEM RESOLUTION: Perform daily Quality Assurance checks and examinations on team members and ensure all returned tickets are addressed and corrected immediately. Assist team members in daily tasks, including ticket and email issues, routing issues, access issues, and Automated Notification Reports (ANR). Escalate all issues require management intervention to the Site Supervisor and/or the Site Manager.

ADMINISTRATIVE AND SUPPORT FUNCTIONS: Prepare correspondence to provide information on the status of work. Prepare statements, reports, and schedules and maintain accurate client information. Operate modern office equipment such as fax machines, copiers, scanners, and computers.


* Selected to serve as team leader of four technicians, ensuring the highest level of support for resolving Tier One software, hardware, and network problems.

* Demonstrated professionalism, working directly with users to answer questions and diagnose problems and to provide one-on-one end-user training.

Burroughs, Inc.

12/2011 to 09/2012

41100 Plymouth Road, Plymouth, MI 48170-1892

Salary: $14.00 USD per hour

IT Customer Service Engineer

Average hours per week: 40

Supervisor: Not Available

Duties, Accomplishments and Related Skills:

TECHNICAL SUPPORT: Provided technical support, including supporting specific clients, to a nationwide provider of technology services and a market leader in cash-automation innovation. Maintained the latest technological developments in the field to better support clients. Provided corporate technical assistance, including debugging mainframe computers and enhancing old products through upgrades. Installed, maintained, and repaired hardware and software products. Troubleshot hardware and software issues to isolate the cause of malfunctions and poor performance.

LEADERSHIP AND GUIDANCE: Worked independently with minimal supervision to provide highly visible customer support. Professionally answered questions, explained services to customers, and maintained exceptional customer relations and a high satisfaction rate. Worked onsite directly with clients to perform equipment, hardware, and software maintenance and installations.

ADMINISTRATIVE AND SUPPORT FUNCTIONS: Accounted for and coordinated parts and schedules to ensure service-level agreements were met. Certified on Tidel, Brinks, and Burroughs smart safes. Operated and serviced ATMs, sorters, computers, and printers. Ordered parts and managed inventory, ensuring availability and sufficient quantities of parts and supplies to support clients.


* Demonstrated technical expertise, diagnosing hardware and software failures and resolving technical issues with a more than 90% success rate.

* Recognized as the Subject Matter Expert (SME) for the North and East Regions of Alabama.

Marvin’s Building Materials and Home Center

05/2011 to 12/2011

7480 Parkway Drive, Suite 100, Leeds, AL 35094

Salary: $9.00 USD per hour

Service Desk Tier Level 1+ Call Center Operator

Average hours per week: 24

Supervisor: Not Available

Duties, Accomplishments and Related Skills:

CUSTOMER SERVICE AND SUPPORT: Responded to end-user technical inquiries and issues through the help desk system. Provided first-level response, resolving issues within capabilities and escalating more difficult issues to second-line support where appropriate. Troubleshot equipment and systems problems through remote access to isolate the cause of malfunctions and poor performance. Reimaged new and used computers. Ran data backup for server at the end the work week.

ADMINISTRATIVE AND SUPPORT FUNCTIONS: Processed end of the day reports for the Finance departments of 28 store locations. Accounted for store equipment inventory such as scanners, credit card–processing equipment, printers, computers, phones, and cash registers. Ensured the accurate recording of help desk information on the help desk system, detailing problem resolution and times.


* Provided support for more than 500 users, averaging 75 calls per day.

United States Army

10/1997 to 06/2009

Griffith Recruiting Station, 226 W Ridge Rd, Griffith, IN 46319

Salary: $42,000 USD per year


Average hours per week: 60

Supervisor: Not Available

Duties, Accomplishments and Related Skills:

RECRUITING OPERATIONS: Participated on an aggressive marketing team, applying competitive management techniques and marketing principles to enhance success in producing high-quality candidates for service in the United States Army. Established and maintained relationships with the community and schools to provide information on military service and to stay abreast of candidate availability. Conducted presentations to inform candidates of career structures, educational and training opportunities, and benefits. Contacted, interviewed, and advised civilian personnel to obtain qualified applicants.

ADMINISTRATIVE ACTIVITIES: Developed information sources and followed up on phone calls for immediate contact with interested candidates. Scheduled applicants for processing and provided assistance with travel arrangements. Screened, interviewed, tested, and evaluated applicants and instructed applicants on commissioned commitment, duty responsibilities, special features, and career benefits. Prepared enlistment and commissioning case files. Generated records to enable follow-up contact with prospective enlistees and entered and maintained information in the database.

LEADERSHIP AND ASSISTANCE: Managed recruits and implemented the training process for incoming recruits to ensure deployment readiness. Accounted for all Communications Security material and daily cryptographic equipment key processes. Provided support to ensure the health, welfare, and professional development of all soldiers assigned. Maintained current knowledge of Equal Employment Opportunity and affirmative action guidelines and laws, such as the Americans with Disabilities Act.


* Recognized as the SME for immediate resolution of technical issues, demonstrating effectiveness in problem evaluation and the ability to generate and implement effective solutions.

* Maintained accountability and good condition of over $200K in issued equipment consisting of vehicles, laptops, and office equipment with zero loss or damage.

* Participated in 20 community events, resulting in a 50% increase in production within assigned station’s targeted market.

* Planned and executed training for more than 250 future soldiers, resulting in a 65% increase of promotions before attending basic training.

* Participated in developing and executing more than 50 sales presentations and successfully maintained contacts with 100% of targeted market share leads.


School Name: ITT Technical Institute

Major: Project Management

Bessemer, AL 35022

Degree: Some College Coursework Completed

Completion Date: Pursuing Bachelor of Science Degree

School Name: ITT Technical Institute

Major: Computer Networking Systems

Bessemer, AL 35022

GPA: 3.4

Degree: Associate’s Degree

Quarter Credits Earned: 96

Completion Date: 05/2011

Citronelle High School

Citronelle, AL 36522 USA

High School Diploma, 05/1997


Job Related Training, Licenses, and Certifications:

Information Security Role-Based Training for IT Specialists (WBT), 02//2018

ESD: FORUM Web-based Training Certification, 12/2017

ESD: Identity and Access Management (IAM) Access Services Instructor Led - Training Certification, 10/2017

HSPD-12 Overview Certification Training, 10/2017

ESD: SDM Misroute Avoidance Instructor Led - Training Certification, 08/2017

Information Security and Privacy Role-Based Training for System Administrators, 08/2017

VA Privacy and Information Security Awareness and Rules of Behavior, 07/2017

Privacy and HIPAA Training, 05/2017

ESD: VA Air Watch MDM Passcode Reset Training Certification, 04/2017

Information Security Role-Based Training for IT Specialists (WBT), 02/2017







Steven Cannon

ASM Research

Site Manager


Candi Morton

ASM Research

Site Lead

703-***-**** Indicates professional reference

Additional Information:


EXPERIENCE SUMMARY: Highly motivated, accomplished, and results-driven professional with experience in office administration, clerical support, and customer support. Demonstrated ability to work efficiently under high workloads, applying excellent organizational, time-management, customer-service, and problem-solving skills to meet demanding schedules.

ADMINISTRATIVE EXPERTISE: Apply knowledge of administrative and clerical procedures and systems, such as word processing, files and records management, forms design, and office procedures and terminology, to perform administrative support and information processing. Extensive knowledge of the capabilities and functions of a variety of office equipment, computer systems, and software.

COMMUNICATION SKILLS: Skillfully and effectively relay information, both verbally and in writing, arranging thoughts and judgments to clearly project ideas and achieve maximum results. Adapt level of presentation to suit the audience, ensuring participation and comprehension. Highly responsive to requests for help and information; effectively listen to concerns of customers and resolve issues or concerns promptly.

AWARDS: Meritorious Service Medal; Army Service Medal; Army Gold Recruiting Badge with three Sapphire Stars

MILITARY EXPERIENCE: United States Army, 10/15/1997 to 06/04/2009, Staff Sergeant, E-6, Honorable Discharge

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