Engineer Customer Service

TONY MCKELVEY

**-** ***** *****

Queens Village, NY 11428

Home: 718-***-****

Cell: 917-***-****

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

CAREER SUMMARY

A Desktop Support Engineer with a broad technical knowledge combined with

outstanding leadership ability, creative problem solving skills,

inventory/asset management, managing client satisfaction and reporting.

Demonstrated ability to independently recognize, isolate and resolve

complex technical problems. Customer service oriented, effective

communicator able to explain technical knowledge to end users at all

levels.

PROFESSIONAL EXPERIENCE

John Wiley & Sons Inc., Hoboken, NJ

2005 - 2013

Network Analyst II

. Supported local and remote user's applications in windows 7 and xp

environment.

. Ghosted company profile on Desktop Workstations to ensure network

connectivity.

. Experience with Active Directory, Exchange, Microsoft Office 2010

. Configuration and memory upgrade on workstations.

. Set up workstations and laptops for new employees.

. Configured systems, ensured network connectivity, and installed and

tested hardware and software.

. Earned a reputation for quickly responding to trouble tickets,

prioritizing user requests, and resolving complex issues.

. Successfully resolve hundreds of issues monthly without requiring

escalation to a higher tier.

A&E Television Network, NY 09/05 -06/06

Supported a wide range of computer hardware and software applications,

including File/Print services, software installation, word processing,

electronic mail, and operating systems

. Installed, configured and administered Windows 2000/ Windows XP on single

hard disk as well as on multiple hard disks

. Installed and configured networked printers.

. Strong commitment to working as a team and providing excellent customer

service

. Installed, configured and maintained workstation software in a PC

environment

. Configured and troubleshoot applications such as MS Office, Outlook and

Internet Explorer

. Ghosted company profile on Desktop Workstations to ensure network

connectivity.

. Provided help-desk support to diagnose and fix end user problems

. Interacted with network users by means of telephone conversations and one-

on-one interviews in order to provide an optimal solution

. Installed and Troubleshoot Blackberry problems

INTEGRATED SUPPORT STRATEGIES

Dell Desktop Deployment Project Consultant

Metropolitan Hospital, NY

2004 - 2005

. Installed Dell workstations and software installation for new employees.

. Ghosted company profile on Dell and Compaq systems, ensure network

connectivity on workstations.

. Configured and memory upgrade on workstations.

. Configured HP network printers ensuring connectivity.

. Provided desktop support to a 1,000+ users at two different sites within

the hospital.

. Planned & participated in implementation, migration, and maintenance in

the PC/LAN environment.

. Coordinated support with other support levels and vendors environment.

. Provided technical support in a Windows 2000 Workstation and Server.

KEY SYSTEMS New York, NY 10010 1994

- 2004

Consultant

DEUTSCHE BANK, New York, NY

Site Desktop Support Technician

. Set up workstations and laptops for new employees; configured systems,

ensured network connectivity, and installed and tested hardware and

software.

. Earned a reputation for quickly responding to trouble tickets,

prioritizing user requests, and resolving complex issues. Successfully

resolve hundreds of issues monthly without requiring escalation to a

higher tier.

. Provided desktop support to a 1000+ users at three different sites

within the bank.

. Repaired/replaced network interface cards, sound cards, memory chips

and hard drives.

. Strong knowledge of hardware, break/fix and process management

. Repaired HP LaserJet Scanners Printers and Installations.

. Prepared account business reports of service trends (hardware and

software service demands, inventory levels, and training needs).

. Performed quality assurance review of service activity.

. Conducted research on proposed system upgrades and identified

potential incompatibilities that led to alternative system purchase.

. Approved all hardware and software purchases.

. Created a systematic method that improved trouble ticket processing

time from one week to within several hours

UBS, New York, NY

Site Service Engineer (1994 - 1996)

. Responsible for providing technical services and supports to Windows 3.1,

Microsoft Excel and Word.

. Modified and troubleshoot system's configuration to meet end users

particular needs.

. Worked closely with LAN administrators in supporting end users on network

systems.

. Serviced HP laser printers II, III, 4/4M, and 4Si.

THE FUTURE NOW, New York, NY

1989 - 1994

Integration Supervisor

. Supervised a staff of 6 and managed daily workflow.

. Supervised installation of software, hardware, and test and evaluated all

microcomputer to client's specifications.

. Participated as a key member of the Help Desk team.

. Provided technical support in-house and to clients.

. Troubleshoot and resolved all system problems.

PROFESSIONAL DEVELOPMENT

Certified Novell Administrator, Long Island University, Brooklyn, NY

Certified for Dell Optiplex systems and Latitude Laptop

Certified Compaq Desktop System

Certified HP LaserJet printers 4/4M, 5Si/MX

Microsoft Certified Systems Engineer pending

TECHNICAL ADDENDUM

O/S Environment: Windows NT, Windows 2000, Windows 7, and Novell 3.12,

Remedy Tracking Systems, Outlook Mail.

Networking: LAN: Ethernet, Token Ring, Remote Access, WAN: Terminal

servers, Modems, Routers, Switches.

Hardware: Compaq, IBM, Dell, HP Printers, Scanners, PCs/Servers, and other

peripherals, PDA, Blackberry.

Software: CICS, MS Office (Word, Excel, Access, PowerPoint), Netscape

Communicator, and Norton's McAFFEE.

References Available Upon Request

Contact this candidate