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Manager Customer Service

Location:
Dallas, TX
Posted:
September 23, 2018

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Resume:

Christopher Martin

ac65g9@r.postjobfree.com

214-***-****

Summary:

Results-driven computer support technician professional with background in data and system migrations, OS deployments, customer service and technical support/help desk and multimedia.

Hands-on experience in deploying and migrating Windows 8 while supporting 30+ end users.

Managed a team of 7 to 10 technicians to complete the migration process of the different types of migrations: In-place, Refresh and Hybrid migrations.

Experienced in data migration and deployment of new PCs using LDMT (Local Data Move Tool) to find and move data to servers and back down to new machine.

Update Service manager by creating and closing tickets for machines deployed & installed and also of the old returned machines.

Responsibility of troubleshooting, coordinating resolutions for desktop and network communication issues.

Responsible for imaging new hard drives in addition to encrypting the old hard drives

An organized and effective team player passionate about delivering high productivity and quality improvements through team building and well-managed, timely assignments.

Skills:

Windows 95-Windows 8 installation/repair/deployment.

Microsoft Office.

Internet Explorer skills.

Typing speed – 27 wpm.

Information systems for Business.

Public relations.

HTML.

Wireless/Wired Computer Networking Configuration.

Computer Configuration.

AS400.

Knowledge Base.

Remedy.

Education/Certifications:

Lawyer’s Assistant School of Dallas, AAS-Computer Science, Dec. 2017

CompTIA A+ June 2016

Forest Park Community College, Multimedia/Computer Technician, St. Louis, MO, 2004.

Computer Support, Kaplan College, Dallas, TX, 2011

DCSE, L4 Managed Deployment Tech Lead, Dell, 2013.

DCSE, DMS (NON_DSP) Client Softskills, Dell, 2013.

DCSE, On-Site Troubleshooting, Dell, 2013.

DCSE, Windows 8, Dell, 2014.

Experience:

CyrusOne, Dallas, TX. April 17 – Aug 17

Desktop Analyst

Image and Deploy laptop/desktop PC’s (company/nationwide) DELL Products

Configure new PCs to be on domain and CyrusOne network, responsible for completing Post Image Support on all Hardware including but not limited to activating BitLocker, BIOS update, LAN Adapter settings, Virus Software installation and configure MSCONFIG startup options

Backup end user’s data via remote connection or to OneDrive and migrate over to new PC

Create Deployment Flow Documentation including step-by-step instruction of all things needed to complete the refresh/ inventory control process

Coordinate with end user for the shipping of the computer

Create shipping documents to ship hardware throughout the country to different company sites

Create and manage Active Directory -Creating new hire user accounts and assigning to correct OU

Assign new PCs to AD and assign to correct OU

Microsoft Exchange Configuration

Admin to Office 360 creating accounts and configuring of user email accounts

Packaging software via SCCM

Break/Fix End users support via phone/email/remote login (TeamViewer, Kaseya, Microsoft Remote Desktop)

Create/resolve tickets using ZenDesk ticketing system

Asset management of all new and old equipment while updating database accurately

Cognizant/AT&T Richardson, TX. Aug 15 – Aug 17

Software/Hardware Computer Engineer

Provide 2nd level support for all self-pay kiosks and all PC/Network technologies in AT&T Stores nationwide.

Assist on site technicians with setup and maintenance of all devices. Joining new PCs to domain and upgrading java by running scripts to bring up to date. Also, updating database for new installs of stores and corresponding with correct departments.

Coordinating the response of issues between level 3 support and DELL support staff via email and by using Remedy and DameWare for ticketing and remote access to technology that needs configured or troubleshoot.

Instruct and provided training to AT&T staff in store locations on proper procedure and use of on-site equipment (OML, RSQ, RSQV, E7K, CMK devices etc.).

PepsiCo/Frito-Lay, Dallas, TX Jul 13 – July 15

Desktop Support

Deploy and install new 7 machines.

Update Service manager by creating and closing tickets for machines deployed & installed and also of the old returned machines

Infrastructure Response Analyst / DC Support

Provide 2nd level technical assistance for Server and Network hardware in a NOCC environment responding to either incoming calls or via email

Remote in to different type of servers either Blade, Linux/Unix based, Gen8, Gen7,etc. using either iLo(HP Servers), DRAC(DELL Servers), or RDC to determine issue and resolve in the allowed time frame to meet SLA

Communicate with Service Provider and sites through the PepsiCo company would wide to determine tech time to handle hardware failure and to accurately schedule downtime of servers if need be

Create and close tickets using HP service manager

Monitor and receive information via Server Manager tool

Used other troubleshooting tools for further troubleshooting: System Configuration Database (SCDB) VMware vSphere, Dameware, Putty, Dell Open Manage Server Administration (OMSA), Network Node Manager that lists routers, access points, and switches that are currently down and related issues and Knowledge Manager for internal troubleshooting reference.

InSight Global

Lead Server Engineer Dec 14 – Mar 14

Lead a team of 3-4 technicians to upgraded Servers to Microsoft 2012 via installer on Gen8 server for Bank of America and upgraded the UPS (battery system)

Install new Network printers for banking center printing purposes

On second visit, would install and download packages for newly installed PCs mostly switching from Windows XP to Windows 7 and some Windows 8

Contact HPCR to confirm install complete and all equipment is online and up and running

BH Management, Dallas, TX Jul 14 – Dec 14

Lead VoIP Deployment Specialist

Proficient in deploying Windows 8.

Supported and migrated 30+ Windows 8 end users.

Travel 100% to each site within 18 states: Alabama, Arkansas, Florida, Georgia, Illinois, Iowa, Kansas, Louisiana, Nebraska, North Carolina, Ohio, Oklahoma, Oregon, South Carolina, Colorado, Texas, Virginia and Wisconsin to set up, configure Cisco RV180 Router and Cisco SG300 PoE switch, and place Polycom phones and property network using Cat5e or Cat6 Ethernet cables.

Assessment of property DNS and apply appropriate settings if not in compliance.

Reconfigure office printer, VPN connection and local file shares.

Basic networking technologies, printer setup and support and PC support.

Windows networking, DNS, TCP/IP, VPN, Router Configurations.

Dell, Dallas, TX Jul 13 – Dec 14

L4 Lead Deployment Technician

Hands-on experience in deploying and migrating Windows 8 while supporting 30+ end users.

Windows XP to Windows 7 migration; managed a team of 7 to 10 technicians to complete the migration process of the different types of migrations (In-place, Refresh and Hybrid migrations).

S&A IT Services Aug 12 – Jul 14

Refresh Technician – GWIM Floor Coordinator/HP Contractor

Refresh and Lead Floor Technician for the HP-Bank of America Refresh/GWIM migration from XP to Windows 7.

Worked closely with Bank of America call center staff and S&A Management to facilitate smooth hardware deployment.

Installed new desktops and de-installed old computers to prepare them for disposal.

Traveled thru the continental U.S assisting with the transition from Merrill Lynch to BOA.

Responsibility of troubleshooting, coordinating resolutions for desktop and network communication issues.

Provided support for software and/or equipment errors then coach users in correcting reported problems.

Installed pc hardware and swapped out unit/components to the motherboard level to meet repair needs.

Provided the installation of new software on user’s pc’s while configuring workstations to meet established standards.

Configured Installed and de-installed desktops/Laptops and Printers.

Responsible for imaging new hard drives in addition to encrypting the old hard drives.

Search for appropriate PCs that need to be refreshed at specific Bank of America site using BART.

Assess computers on list through face to face visits or phone interviews.

Order computers and schedule deployments and technicians using the BART system.

Enter all activity and documentation in the AR system of SA IT Services.

Organize G-disking and checking out of every device being returned to HP.

Organize pick up of old computers using HPFS tool to manage removal of devices from building.

Communicate with supervisors, technicians and clients to promote smooth refresh.

As needed, fill in as technician for data migration and deployment of new PCs using LDMT (Local Data Move Tool) to find and move data to servers and back down to new machine.

Build PCs to the users’ specific NB ID and push appropriate applications using Selma and Tivoli.

Manage users’ Outlook set-up (PST files), drives and printer configuration.

Run Iron Mountain’s Connected (EFS Encryption) and MAS (Mobile Access Services) on Laptops for remote access.

Environment: HP DC5800 Desktops, HP 6910p and 6930p Laptops, Dell D630 and E6400 Laptops, HP DC 7800 and DC7900 Developer Towers, Dell D430 Executive Laptops, HP 2510p and 2530p Executive Laptops, BART, Selma, Tivoli, LDMT, HPFS pickup, the AR System of SA IT Services.

Warrantech CPS INC Mar 11 – Aug 12

TSR/Computer Technician/ Coby Tech. Support

Provide highest level computer system, desktop, and tech support to customers.

Responsible for reporting, escalating, and resolving issues related to supported products, services, and platforms. Use of AS400 program to document and record issues using short keys provided for expediting status calls and notation of accounts.

Research product warranties from home appliances.

Take estimates for field technicians for approval of repairs.

Excellent oral and written communication skill, attention to detail, and general clerical duties required.

Xerox/Contractor Feb 11 – Mar 11

Roelker Group/HP/Contractor

Printer Technician/ Install Tech.

Install/Remove printers for McAfee.

Refresh Project for Bank of America Removing and installing new bank teller and platform equipment and clearing all data from old equipment with G-Disk.

Alagmany Inc. Computer Systems Mar 10 – Feb 11

Computer Support Technician

Technical support for laptops and desktop.

Installation, removal, and configuration of computer hardware/software.

Upgrade operating systems.

Removal of Viruses.

Implementation and configuration of wireless/wired networks.

Convergy’s/AT&T Oct 09 – Feb 10

Customer Service/Sales Rep/CLM

Assisted customers with their wireless accounts and stopped customers from canceling there wireless accounts with AT&T known as the save, retentions, customer life cycle department and explain the AT&T advantage.

On the call center floor, I remained top CLM Rep. While in training and after.

Civic/Community Involvement:

Volunteer at Carpenter Park Recreation Facility.

Canned Food/Toiletries Drive for City House.

Host at Senior Citizen Prom.

Links National Walk-a-thon.

River Legacy-Volunteer.



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