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Customer Service Manager

Galesville, MD
September 05, 2018

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P.O. Box ***

Deale, MD. *****

(410) 507- 1675

Technical Skills:

Windows 10, Windows 7, Windows XP, Vista, Windows 98, Windows 2000, NT 4.0, Server 2003, Outlook, MS Office 200*-****-****,2013, 2016, Norton Anti-Virus, E-trust, AVG, Ghost, Norton Internet Security, PC Anywhere, Track-it, Magic, Peregrine Service Center, Remedy, Meeting Room Manager, SMS, Citrix remote desktop, Active client, MS Forefront, Active client, Mitel Ops Manager. Hardware - Installed, upgraded, configured, and tested internal and external

computer components (IDE, SCSI, SATA) hard drives, tape libraries, AIT tape drives, 3-1/2

floppy disk drives, CD-ROMs, repair/rebuild Servers and Server racks, install

Server into racks, DL and ML series servers. Install & test Cat5, Cat3, and 12 pair heavy cable, Setup and service Xerox & HP, Konica Minolta, and Kyrocera printers. Configure CAC cards, readers, PKI certificates.


Over 15 years experience in the computer and customer service industry.

Worked for national and local companies.

Able to adapt to Administrative as well as technical challenges.

Letter of Accommodation from U.S, Senate.

Good team player, willing to go the extra mile to get the job done right the first time.


A+ Certification parts 1&2

Computer Learning Center Laurel, MD

The Computer Electronics Technology program. Graduated March 23, 1999.


July 2017 – July 2018 Virtual Workgroup Technologies / Washington Navy Yard

Perform large scale move from bldg. 218 to 57. To include all IT related equipment. Desktops, laptops, IPad, IPhone, Docking stations and printers, Faxes. Assist customers with Windows 10 upgrade configure profiles in outlook 2016. Install and program ISDN and POTS line VOIP style phones. Tone Commander 8610T and AT&T 8510T Phones. Program SPID into phone and make sure the connection has dial tone and voice mail. Meet with customer to get description of needs for new employees. Make WITS ticket for Verizon and confirm work has been completed. Map customer to Printers and various network drives. Set up and test equipment for conferences and meetings of 25 to 150 people to include VTC, Adobe Connect, APAN, and, for national and international callers to attend. Set up All Hands meeting with multiple wireless microphones, speakers, Mixer, Polycom conference phone. Build and maintain Excel spread sheet for all NHHC museum phone numbers. Add and remove employees according to hires and terminations as needed. Configure updates for iPhones and download according to NMCI specifications. Build portable VTC unit. Configure and update new iPhones and smart phones for new users to include the Good App. Proprietary software for higher level government employees.

Aug 2006 – July 2017 Alion Science & Technology / Washington Navy Yard

Work as part of Helpdesk team assisting Network engineers, and running helpdesk calls. Configure, move and install printers and computer equipment. Set up user profiles in Outlook and configure new and used Dell desktops and laptops using Windows 7, Windows XP, Office 2003, Office 2007, 2010, 2013. Perform data migration when user changes to new equipment. Check for malware and viruses, remove or clean up machine with anti-virus or malware removal software. Perform punch downs to patch panel for phone and LAN users, set up phones using Mitel Ops manager/ Mitel 3300 System. Interface with vendors to have equipment serviced and order printer supplies. Run CAT 5 cable in Phone/LAN closet to connect and disconnect clients from network, Assist clients with PKI and CAC cards and readers. Reserve and set up large and small conference rooms with equipment to accommodate multiple size meetings. Equipment consist of table top and ceiling mounted projectors, VTC, Web-Ex, Creston computerized room software to control room environment, remote movie screens for laptop projection, Polycom equipment with wireless and corded microphones. Service and repair all A.V. equipment as necessary. Configure and activate various types of smartphones to receive e-mail from the Exchange server through wireless and desktop connections. Currently configuring and deploying Windows 7 with Office 2013 and Windows 10 with Office 2016.

Oct 2005 – Aug 2006 Unisys / Fanniemae Washington D.C.

Work as part of the IMAC team performing installs, moves, additions and changes. Install multiple operating systems. Configure laptops and desktops, set up and service printers. Add programs, Microsoft Office, and other proprietary software. Configure Microsoft Outlook for users. Set up and service Xerox printers. Retrieve and update tickets in Remedy

Sept 2004 – April 2005 CNSI / Amtrak Technologies Capital Hill

Create, log and approve CSR's and Peregrine Service Center tickets for contracted computer and telecommunications services, for the Corporate and Corridor offices & facilities on Capital Hill in Washington DC. and for large corporate initiatives nationwide. Work closely with requesters to obtain critical information. Many requests are complex and time critical. Work on special CSR requests with general guidance from the Team Leader. Work closely with many different IBM staff and subcontractors to ensure CSR is completed in a timely manner. Resolve issues and brings more complex issues to the attention of the CSR Team Leader. Work with contractors to set planned installation dates and as needed to expedite high priority services. Request services from other contractors such a cabling contractor and Communications & Signals staff to fulfill CSR requests. Work with key technology representatives in Corporate and Corridor in Washington, DC and Philadelphia as well as staff in Riverside, CA and Philadelphia Reservation Services Call Centers and in the AT organizations in the Western and Central Regions. Use the CSR system and the Peregrine Service Center service management applications to process, enter, update and follow up on CSR's. Determine information needed and contact requesters for essential information. Follow-up on status of CSR requests with IBM technical support staff and other contractors and keep requester informed. Use Microsoft Office Professional. Especially important is the use of Excel spreadsheets and Access database. Use Excel to prepare CSR reports and conduct special reports requested by the CSR team leader. Use Microsoft Word and Outlook e-mail to communicate with end users and technical support staff and vendors. Understand the end user needs related to computers and telecommunications such as services needed by a new hire or services needed by a person that is moving from one email or server domain to another. Coordinate requested services among vendors, clients and contractors.

July 2002 July 2004 Hewlett Packard/ U.S. Senate

Work on several teams performing all aspects of Installing, Maintenance, scheduling and support. Install and build server racks, Rebuild & repair servers and desktop workstations. Tape libraries, AIT tape drives, and scanners, Install and configure software, W2k, MS Outlook, MS Office, PC Anywhere. Ghost images on to hard drives. Replace hot swap components, check RAID configurations. Schedule technicians to perform maintenance outside of the Senate, at state offices. Ship & track parts and technicians on a daily basis for the State maintenance team. Update tickets in Peregrine Service Center, and keep a running track of tickets and parts used in an Excel spread sheet.

Oct 2000 June 2002 Tech Mart/Carefirst BC/BS of MD.

Work as a Helpdesk Analyst on a NT 4.0 platform performing various tasks, unlock users, reset or create new passwords in user manager, check/grant rights for dialup external modem to network. Determine what program client is having difficulty with. Use SMS to log on to remote clients in order to solve problems, set up printers ect. Log trouble tickets into mainframe or Magic database. Reset revoked users on mainframe. Kill sessions and activate users on mainframe, AS400 & various Unix boxes. Escalate trouble tickets to various supervisors depending on degree seriousness.

June 2000 - Sept. 2000 Tech Mart/ARINC

Network Operations Help desk

Assist network engineers in various tasks. Monitor data traffic flow on network. Post advisories of delays for network traffic. Do backups for servers. Run proprietary test for communications equipment. Answer incoming calls & log them into database, create problem tickets, do management escalations for down sites.

April 2000 - May 2000 Tech USA/Sylvan Prometric

PC Technician

Travel independently to 2 cities a week across the continental U.S. to up grade Sylvan Technology centers. Duties included installing and configuring for new video cards, installing new monitors configured to the new video cards, Loading APC powerchute software on LAN server and installing/testing custom software on LAN and workstations.

March 2000 - April 2000 Interim Technologies/Ritz Camera

PC Technician

Test POS equipment all IBM, on a straight Unix system. Equipment consist of ADDS boxes, Net terminals, Pole displays, various types of printers, Cash drawers, Info windows monitors & VGA monitors also use a multimeter to test UPS surge protectors and replace batteries as needed.

August 1999 - December 1999 Tech USA/Sylvan Prometric

PC Technician

I was part of a team to travel across the country and upgrade several hundred testing centers forY2K project. Responsibilities include loading Windows 98 and other custom proprietary software on to & from LAN servers (Novell) to all clients that has been pushed from a WAN corporate site. Checking & installing surveillance cameras, Nic cards & image capture cards, running new cat5 cable for client server relationship and video cameras, install RJ45/RJ11 ends. Work at help desk with automatic voice activated answering system.

April 1999 - August - 1999 City of Laurel

PC Technician

Responsibilities included troubleshooting, answering help desk calls, rebuilding & upgrading old equipment, installing nic cards, floppy drives, hard drives, reformatting & installing new software to make computers network ready. (NT Network)


Past President - Kiwanis Club of Laurel

Refrigeration Service Engineering Society (R.S.E.S.)

Master Mason – Centennial Lodge 174 A.F & A.M

Exalted Ruler 2014-2016 Deale Elks Lodge B.P.O.E.

District Vice President 2016 – 2017 MD. DE. DC. Elks Assoc. B.P.O.E.

Chairman of The Board 2018 – 2019 Deale Elks Lodge B.P.O.E

References and salary requirements are available upon request.

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