Customer Service Management

RALPH ALEXANDER

**** ********* *****, *****, ******** 20721

( 240-***-**** ( ****************@***.***

INFORMATION TECHNOLOGY MANAGEMENT PROFESSIONAL

IT Infrastructure Management - Systems & Network Engineer - Technical

Change Management - Technical Writing

Aspiring to work in an organization of repute that offers a challenging

career where I can carve a niche for myself and effectively deliver

towards contributing to the organization's target & aspirations ...

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PROFILE SYNOPSIS

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Information systems and technology professional with background in IT

management, user support, systems installation, repair, maintenance,

troubleshooting, problem resolution, and installation of structured wiring

systems. Proven record of success reducing down time and project time,

increasing controls, and eliminating errors. Expert level support with PC

hardware/software maintenance, network and peripherals.

< Characterized as a participative leader, superior trouble-shooter, and

persuasive communicator.

< Demonstrated high quality, results-driven, prompt, and professional

customer service.

< Developed and implemented desktop computing and networking standards.

< Implemented procedures to simplify network environment and

troubleshooting.

< Currently pursuing certification in network hardware.

Core competencies include:

Help Desk and Data Network Installations and Roll Outs Trouble Shooting &

Mgmt. Resolutions

Multitasking & Time Network designs and Client Relationship

Management Configuration Management

Technical Change Management Technical Writing & Quality Training & Support Planning

Assurance

PROFESSIONAL WORK HISTORY

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Lead Field Technician,

Compucom Systems, Houston Texas

August 2013 - Nov 2013

Maintained, analyzed, troubleshoot, and repaired computer systems, hardware

and computer peripherals. Documented maintained, upgrades or replaced

hardware and software systems. Trains employees, identifies, analyzes, and

repairs product failures, orders and replaces parts as needed.

~ Supports and maintains user account information including rights,

security and systems groups.

~ Relied on instructions and pre-established guidelines to perform

the functions of the job.

Intern

Jul 2013 - August 2013

Telecom Management Company, Fort Washington Maryland

Performed internship as an IT professional and assisted in implementing new

technologies and routines to increase efficiency and reduce processing

time. Built, maintained, and repaired computer systems to improve speed,

reliability, and efficiency of operation. Followed departmental procedures

to troubleshoot, resolve, configure, and install new and recycled hardware

systems, maintaining corporate standards for system compatibility.

~ Engaged in cabling, replacing jacks, configuring software's, repairing

and installing POS machines, and replace handsets.

~ Created user documentation to assist in remote operation and

troubleshooting.

Contact Assignment

Feb 2013 - Jun 2013

Tech USA, Agilysys, Millersville Maryland

Accountable for upgrading peripheral and network technology, and take of

software programming and uploading tasks. Took charge for upgrading cabling

networks and implement latest technological solutions. Developed and

implemented desktop computing and networking standards to simplify network

environment and troubleshooting.

~Inspected IBM Cash register Lanes, and installed 1G memory DIMM

and new Datalogic GD4400 Hand Scanner.

~Provided technological advancement by installing new Verifone

stylus on the MX870 pinpad and new Verifone 26264 cables.

PROFESSIONAL WORK HISTORY Continued ...

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Lead Field Technician

Oct 2012 - Feb 2013

WJ Global, NCR Corporation - Atlanta, Georgia

Pioneered hardware installations and component testing for Walmart-NCR

SelfServ. Trained staff with regards to the operations of the self checkout

machines. Performed assembling, configuration and installations of self

check out cash registers with due diligence. Prototyped system upgrades to

identify potential problems and learned to operate and troubleshoot new

systems.

< Assigned user accounts and granted permissions to shared resources via

identifying IP and Mac addresses.

< Delivered a robust system by conducting live test transactions and

testing hardware via the Profile Manager diagnostic utility.

ADDITIONAL WORK HISTORY

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Assistant Manager (Shipping and Receiving)

Jun 2010 - Jan 2011

Western Kentucky University - Bowling Green, Kentucky

EDUCATION

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Bachelor of Science in Technology Management

May 2011

WESTERN KENTUCKY UNIVERSITY, Bowling Green, Kentucky

< Linebacker, Western Kentucky University Football Team

Certification in Network Hardware (In Progress)

PRINCE GEORGE'S COMMUNITY COLLEGE, City of Largo, MD

TECHNICAL SKILL SET

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Software Applications:

< Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft

Access, Suretrack Project Planner, Xactimate

Hardware Platforms, Peripherals, and Networking Technologies

< Gateway, Apple, Dell, Intel Express 9100 Router, Printers, UTP

Cabling, NIC, Routers, Switches, Hubs

VOLUNTEER AND COMMUNITY ACTIVITY

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Chambersburg Cardinals

< As a football player, engaged in a variety of initiatives to improve

the environment while contributing to youth development at the local

community center.

Bowling Green Kentucky Big Brother Program

< Worked with disadvantaged youth in the Bowling Green area. Assisted

with school assignments and with employment searches. Coordinated the

successful planning and execution of a youth football camp.

Professional Boxer

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate