Resume

Sign in

Customer Service Manager

Location:
Las Vegas, Nevada, United States
Posted:
March 28, 2019

Contact this candidate

Resume:

Anthony Muturi

**** * ********* ***. *** Vegas, NV89103

Phone: 702-***-**** ac8xsl@r.postjobfree.com

SYSTEMS SOLUTIONS ANALYST- A+, NETWORK+ CERTIFIED

Customer Service Rep Technical Support User Training Software/PC/LAN Troubleshooting

IT professional with over 10 years of Support Specialist experience providing software, hardware, client/server and networking technical support.

Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

Provided Technical support on IT service management and ITIL practices.

Persistent network administrator, planned disaster recovery for a Windows 2003 SBS with a 2 yr streak of no downtime.

KEY SKILLS

Network troubleshooting and monitoring

Hardware Configurations

Structured Cabling

Software Installs

LAN Connectivity

Problem Diagnosis

Phone & Online Support

Client/Server Models

Preventive Maintenance

User Training/Support

Customer Service Complaint Handling

ITIL practices

TECHNOLOGY PROFICIENCIES

Desktop Applications: MS Office 2010/2016/365(Word, Excel, Outlook, Access),Antivirus solutions VMware applications and iSeries AS400.

Operating systems: Windows Server 2012R2/2016, Active Directory structure and support

Client Operating systems: Windows 7/10 at advanced level, Linux and MacOS at intermediary level

Networking Technologies: Advanced Structured Cabling, LAN implementation and support, Wireless Networking configurations and troubleshooting, Network Operations and security, Firewall Implementation host-based and network based.

PROFESSIONAL EXPERIENCE

APEX SYSTEMS — Las Vegas, NV

Contractor - Solution Center Analyst for Station Casinos June 12th 2018 to December 12th 2018

First level Support specialist for Microsoft products and other company specific applications in the casino environment.

Respond to telephone and email requests and escalating them if necessary in a timely manner.

Responsible for completion and documenting all incoming service requests in ServiceNow

Password resets for domain users as well as third party vendors in Active directory

Installation and management of network devices including printers, workstations and POSs

Support for iSeries AS400 for casinos’ Lodging Management System (LMS) and Casino Management System (CMS) and Saflok systems

Monitoring and reporting network performance using solarwinds

Identify recurring technical issues and deploy solutions to address the root of the problems.

Used ServiceNow ticketing to track and close all client and user incidents

Working with different vendors to analyze technical needs and provide solutions.

ROBERT HALF TECHNOLOGIES — Las Vegas, NV

Temp. Technical consultant, May 19, 2018 to June 12th 2018

Clients: Smart source rentals and Freeman Audio/Visual equipment supplier

Deployment technician for Roberthalf end clients.

Setup Audio/Visual equipment for convention events in Las Vegas

Basic troubleshooting of IT and AV equipments

Customer service experience.

Computer moves and changes in small business environments

CALYXSOFTWARE — Dallas, TX

Tier 1 Help Desk, Feb 2013 to December 2017

Routinely exceed call-handling goals, closing an average of 40 calls with a 95% first-call resolution ratio and an average talk-time of 10 minutes -- well below 25-minute goal.

Diagnose, troubleshoot and resolve a range of Calyx software products, and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.

Escalating unresolved issues to Tier II

Configure and maintain Calyx Point central Database for client base

Basic troubleshooting windows servers 2008R2, 2012 and SQL servers 2008

Keeping track of software upgrades

Training New hires

COMPUCOM — Dallas, TX (Fri – Mon)

Service Desk Analyst, April 2013 to July 2016

Reviews all pertinent information in the system relative to problem and resolution.

Investigates operational problems and accelerates solution.

Identifies system problems. Performs necessary system repairs.

Determines the efficient utilization of resources.

Escalates problems and issues to a higher level of support. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.

Interfaces with other technicians, operations, and customers and makes decisions on operating procedures, analytical approaches, and configuration options.

Maintains appropriate documentation and procedures. Processes timely and accurate information to ensure compliance with warranty requirements of vendors.

Practiced ITIL and ITSM in service delivery to clients

Provides solutions using specific product knowledge, system utilities, and operating environment. Mainly used windows client/server model, citrix and VMware

Follows established process and procedures to plan, install, test, and implement computer system hardware or software technologies.

Represents CompuCom in a professional and businesslike manner and communicates effectively with customers and associates.

Installs, tests, and repairs computer systems on customer site.

Onsite network installation, maintenance and troubleshooting

Received “outstanding” ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving. Received an annual bonus

ARC STAFFING AND SYSTEMS SERVICES – HOUSTON TX

Desktop deployment technician, sept 4th 2012 to Dec 22nd 2012

Rollout project for 144 sites consisting of 2,600+ units for Texas dept of Assistive and Rehabilitation Service in Austin and DFW.

Delivery and setting up new Dell units.

Configuring win7, office 2010 and Outlook mail service.

Mapping drives and printers for client users.

Inventorying new computers and decommissioning old ones.

100% travelling within DFW and surrounding.

Develop and maintain good customer relationship.

Providing daily reports.

Consolidation of accurate documentation for deliverables.

Resolve technical issues as needed.

METADIGM SERVICES — Dallas, TX

Meter Reader Technician, July 14th 2012 to sept 1st 2012

Delivery of smart meters to commercial and residential properties.

Verifying correct wiring and voltages at customer utility lines.

Replacing old meters with new smart meters.

Customer service representative

ANDY FORWARDERS FREIGHT LOGISTICS — Nairobi, Kenya

IT Manager/System Admin, August 5th 2005 to August 8th 2007

Responded to initial trouble calls as Help Desk Support

Determined Hardware and Software resolutions as Desk Top Analyst.

Rolled out Laptop and Desktop PCs as needed.

Set up new users in Windows 2003 server AD and also IP telephony.

VPN tunneling between office branches

Build and Managed small business server 2003 running SQL 2000 and Exchange server

Installed and configured network devices as needed. PCs, Servers and Printers

Trained incoming staff on PC and Network basics to function seamlessly with our infrastructure.

Primary company trainer on Microsoft products and various financial software.

In charge of Daily and Weekly Backups and Restores using Symantec Backup Exec 10.0.

Part of Disaster Recovery team to determine all software, hardware, and network infrastructure needs in the event of a disaster.

Primary support for company radio communication.

Server hardware setup, configuration, and racking.

FINCOM TECHNOLOGIES — Nairobi, Kenya

Assistant Manager Customer Service, July 2003 to August 1st 2005

After sales service support technician.

In-house System administrator for windows 2000 domain

Lead Technician for onsite jobs.

Contract negotiation and documenting.

Staff development and motivation.

FINTECH TECHNOLOGIES — Nairobi, Kenya

Senior Technician, Feb 1999 to July 2003

Systems engineer in various computer systems.

Team lead on onsite jobs.

Training new techs

EDUCATION & CREDENTIALS

Current Student at Asher College

Network Support Specialist Network+ N10-007 certified

Now taking Network security+ classes

THE KENYA POLYTECHNIC UNIVERSITY — Nairobi, Kenya

Bsc Electrical and Electronics Engineering, 1998



Contact this candidate