Customer Service Manager

Alan Ernest

DFW Regional Information Technology Lead at Nova Medical Centers

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

Experience

DFW Regional Information Technology Lead at Nova Medical Centers

August 2013 - Present (3 months)

-Supports 12 Medical Clinics in the DFW Area

-Effectively Manage ticket Priority

-Assist in PC refreshes, break/fix, and migrations

-Hardware/software troubleshooting

-Work with both PCs and Laptops

-Providing the technical face to the client.

-Develop and implement productivity upgrades in the IT field

-Design and Implement Projects such as Web Filtering and network inventory.

-Build Infrastructure during construction of new clinics.

-Provide Network and Threat Analysis and health reports per clinic.

-Troubleshoot All Microsoft Office Programs and editions

-Provide face to face user support and customer service in a friendly and courteous manner.

-Respond and work effectively In a remote environment using Citrix and Logmein

Helpdesk Administrator at Edmentum

April 2013 - July 2013 (4 months)

•Resolves or escalates customer technical inquiries or problems pertaining to PC/LAN, Printers, Hardware,

Citrix or Web based applications that come in via email, phone or walk-ups.

•Research problems using open internet sources to find the best course of action leading to permanent

Solutions.

•Plan, Design, and Implement projects for Improving Domain functionality, Application functionality, and

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system functionality.

•Support over 650 internal and external employees with hardware, software, and networking related issues to

increase intercompany productivity

•Create knowledge-base articles as a way to develop policies and procedures to limit future support incidents

•Analyze issues and develop ways the problems could be resolved to minimize the time allocated for future

support calls

•Generate purchase requests based on technical needs of the corporation to keep the adequate supply of

equipment for day to day operations

•Provision new users for email, Voice-Over Internet Protocol (VoIP) telephony, and active directory systems

•Remove terminated users from provisioned systems, and relay relevant data to managerial staff to maintain

internal information systems security controls

•Perform virus removals and reimage computers via network boot or light touch methods to prevent

compromise of corporate data

•Work with a team in a corporate setting to maintain fluid functionality of the technical aspect of the

company

•Time management via multitasking, and prioritization depending on the impending situations

•Participate in cross departmental meetings to determine and strategize for the company’s forthcoming goals

•Managing the ticketing system, by creating, allocating, monitoring, and assigning support tickets to the

relevant personal

•Resolve the issues at as they arise and close the tickets by entering detailed notes describing the issue and the

completed task

•Create and manage system images for numerous systems using Microsoft System Center Configuration

Manager

Helpdesk Analyst at CSC

August 2012 - April 2013 (9 months)

• Providing guidance and assisting in workstation deployment both hands-on and phone support.

• Elite experience in Active Directory for network trouble shooting and account support.

• Heavy experience trouble shooting Windows 7 & 8.

• Creating and updating information via USD ticket Tracking System.

• (Unicenter Service Desk) Resetting user accounts and passwords through Active Directory.

• Setting up email on Microsoft Outlook Exchange Server.

• Using Lotus notes Databases for notice board escalations.

• Assisting end users in problem resolution.

• Proper Communication via email and team chat for collaboration of ideas for resolution of outages.

• Assisting end users via Bomgar remote desktop control systems. Troubleshooting VPN, RSA VPN,

JUNIPER VPN issues.

• Accessing and updating information inside the Westinghouse networks via Citrix environment

Helpdesk Administrator at Brinker International

May 2012 - October 2012 (6 months)

• Providing guidance and assisting in workstation deployment both hands-on and phone support.

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• Elite experience in Active Directory for network trouble shooting and account support.

• Heavy experience trouble shooting Windows XP, Vista and Windows 7.

• Providing end user support of Restaurant POS systems using Radiant Systems ALOHA.

• Providing advanced networking support of back of house functions containing but not limited to, secure

transfer of accounting files, file server maintenance in a windows server 2003-2008 environment.

• Experience with Juniper EX and SRX equipment, providing, tracking, and resolving trouble tickets in a

matter to keep stores from losing revenue.

• Other job details include. Resolving end user application problems threw VPN desktop control., Time card

entry and editing for hourly employees, manual data polling transfers for EON ( END OF NIGHT) reporting

and financial, Support and maintenance on various models of the AVAYA phone system. Provide detailed

instruction and assistance threw VNC on Resolving end user POS errors.

Verizon FiOS Technical Support at Telvista Inc.

December 2011 - April 2012 (5 months)

• Managing customer calls in an efficient manner; using various technical knowledge for troubleshooting and

resolution of customer internet, television and phone issues.

• Implement and test resolutions for customer.

• Provide detailed instructions on how to troubleshoot issues threw phone conversation.

• Assist customer on various email and PC issues threw remote desktop sharing and assistance.

Information Systems Operator/Analyst/MOS 25B at US Army

June 2006 - October 2010 (4 years 5 months)

Implement Information Assurance Measures

Construct a Cable

Prepare a Microcomputer System for Operation

Install a Multi-layer Switched Local Area Network (LAN)

Install an Automated Information System (AIS) Server (Unix OS)

Install an Automated Information System (Windows OS)

Install a Client on an Automated Information System (Unix OS)

Install a Client on an Automated Information System (Windows OS)

Install a Mail Server Software on Automated Information System

Install a Defense Message System (DMS) E-mail Server

Install a Mail Client

Perform Preventive Maintenance Checks and Services on a Microcomputer System

Perform Unit Level Maintenance on a Microcomputer

Correct a Malfunction on an Automated Information System

Correct a Malfunction on a Scalable Routed Local Area Network

Install a Scalable Routed/Switched Local Area Network

Install a Network Print Server

Recover an Automated Information System from a Computer Virus

Correct a Malfunction on a (DMS) Component

Supervise the installation of a Local Area Network (LAN) Switched/Routed

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Perform System Administration Functions (Windows OS)

Perform System Maintenance on a Local Area Network

Perform System Administration Functions (Unix/Linux OS)

Perform System Administration Functions on a Mail Server/Software

Write a Shell Script (Windows/Unix/Linux OS)

Perform System Administration Functions Using Tactical Internet Manager (TIM)

Perform Administrator Functions Using (TIM

CSR Tech Support at Suddenlink Communications

October 2008 - December 2009 (1 year 3 months)

Provide Customer Support of Video Internet and Phone services

Promote products

Internet services include home networking a problem solving Commercial networking support

Job Foreman/Equipment Operator at 2005 Cutter Dirt work Inc

May 2001 - September 2006 (5 years 5 months)

Observe job location, employees, operate machinery such as rubber tire front end loaded, back hoe, track hoe

and dump truck

Observe and file reports on Job sit status as well as file repair reports for equipment

Courses

Independent Coursework

25B Information Systems Analyst Training.

A+

N+

SEC=

Active Directory With R2 Updates 70-640

Microsoft Windows Server 2012 70-410

Backtrack and Kali Linux

Microsoft System Center Configuration Manager 70-243

SCCM 2012

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Skills & Expertise

Technical Support

System Administration

Operating Systems

Networking

Unix

Software Installation

Windows

Information Assurance

Troubleshooting

Computer Hardware

Windows 7

Service Delivery

XP

Active Directory

Help Desk Support

Telecommunications

Windows Server

Avaya

CRM

VPN

Microsoft Office

Training

Software Documentation

Routers

Management

Hardware

Cisco Technologies

VoIP

Network Administration

Servers

Customer Support

Wireless Networking

Shell Scripting

Education

USARMY Signal Center of Excellence

25B Information Systems Administrator Qualification. MOSQ, Computer and Information Sciences and

Support Services, 2006 - 2008

Grade: 4.0

Lindale High School

High School Diploma, General Studies, 2001 - 2005

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Alan Ernest

DFW Regional Information Technology Lead at Nova Medical Centers

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

Contact Alan on LinkedIn

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Contact this candidate