Customer Service Manager

LIONEL D. KEENER

*** *. ******** **.

Flint, MI. 48507

810-***-**** - Primary

810-***-**** - Secondary

**********@*****.***

PROFESSIONAL SUMMARY

12+ years of experience being an Academic Computing Technician. Extensive experience with all MS Office products: Word, Excel, Access, PowerPoint, Publisher and Outlook. Expanded knowledge of troubleshooting customer support issues and excellent service relating to hardware, software and networking dilemmas. Supervision over 20 Staff members.

TECHNICAL

EXPERIENCE

Platforms: Dell, HP, ASUS, Mac

Programs: MS Office (2003-2016), Adobe Creative Suite, (Macintosh) Microsoft Office (2003-2016), GHOST, Camtasia, UIU(Universal Imaging Utility) Barts PE, Acronis

Operating systems: DOS, UNIX, Linux, Windows 7,8 & 10. Macintosh (all versions to OS X), Windows Server 2008 R2 & 2012, Android, and iOS

Networking: LAN/WAN, TCP/IP protocols, Cisco VPN Client, MS Client networking, VMware Sphere and VMware View Client, Active Directory, Exchange Management Console MS Exchange

Certifications: CompTIA A+ Certification: Code: 43WFJPEB43EQQWXN

Audio Visual Systems: Adobe Connect, Polycom, ZOOM, WebEx, and Mediasite

RELATED

EXPERIENCE

03/09-Present Michigan Virtual University

Lansing MI 48910

Title: IT Support Specialist:

Performs desktop and peripheral installation, maintenance, updates and training to staff and instructors.

Primary lead on the deployment of all platforms of the organizational operating systems consisting of Microsoft Windows (7 – 10) Mac, and IOS. Deployed and maintained standard desktop images for expediate deployment to newly purchase and current workstations and servers.

Provide primary support for all Audio Visual/Webcasting systems.

Maintain and manage all digital information technology components for the organization conference rooms

Install and upgrade existing systems. Manage troubleshooting all information technology issues, including software, hardware, and networking. Install and update desktops, laptops, mobile devices, peripherals, networks and related software and hardware.

Creation, management and maintaining of users accounts and email address via Microsoft Exchange and Active Directory

Manage Endpoint Solutions for entire organization

Manage virtual workstations for departments and individuals.

Manage and administer mobile devices and staff technology contracts with Fortune 500 vendors.

Administer student, staff, and faculty passwords and login credentials.

Created, managed and deployed images across organizational workstations and technology.

Maintain and creation of network printer resources via print servers.

1/96-04/08 Mott Community College, Educational Technology Department

Flint, MI. 48503

Title: Computer Laboratory Technician/Academic Computing Specialist

Efficiently and reliably maintained the hardware, software and peripherals of 1300+ PC workstations with networking connectivity.

Backing up and deployment of PC images using various imaging solutions. Instrumental in the rotation and deployment of PC replacement procedures

Configured the connectivity between the PC’s, networked printers and the network servers.

Supervised and trained associate workers to provide customer support.

Development of computer lab rules and regulations.

Instrumental in maintaining and supporting all audio visual equipment.

Provided customer service assistance to students, faculty and staff.

EDUCATION

4/95 Mott Community College

Flint, MI. 48503

G.P.A.: 3.98

Degree Obtained: Associate Degree

3/92 Chenier Business School

Seagoville, TX. 75159

G.P.A.: 3.0

Degree Obtained: Desktop Publishing Degree

5/91 Duluth Technical College

Duluth, MN. 55814

G.P.A.: 3.66

Degree Obtained: Microcomputer Business Degree

REFERENCES

Phyllis Watts Business Instructor 810-***-****

*******.*****@***.***

Mary Barry-Cybulski, Director of Curriculum and Instruction 248-***-****

******@*****************.***

Brandon Bautista Marketing Manager 517-***-****

*********@*****.***

Jason Marentette Chief Information Officer 517-***-****

***********@****.***

Stacey Schuh Professional Learning Services Manager 517-***-****

***********@*****.***

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