Manager Customer Service

Erik M. DeWitt

**** ********* ******, **** * - Woodbury, MN 55125

651-***-**** - **********@*******.***

OBJECTIVE

To obtain a technical support position that utilizes my technical expertise and customer service skills; while providing a challenge and

opportunity for continued career growth.

SUMMARY OF SKILLS

Technical support professional experienced in systems administration in a wide variety of networked computing environments. Proven

abilities in troubleshooting, project management, customer service, and decision making. Effective communicator; able to explain

complex processes in easy-to-understand terms for end users. Skilled in proactive identification and resolution of technical problems.

TECHNICAL KNOWLEDGE

Microsoft Windows XP, Vista, 7, 8, 2003 Server, 2008 Server, 2012 Server, SBS 2011, VMware, Cisco IOS, Mac OS X

Operating

Systems

Microsoft Office 2003/2007/2010/2013, Microsoft Exchange Server 2003/2007/2010, Tivoli Problem Management,

Software

HEAT, ConnectWise, ACT!, QuickBooks, Dreamweaver, Citrix, Ghost, Telnet, Lotus Notes, Maximizer CRM, Zetafax,

CommOne Call Accounting, Google Ad Manager, Satori Bulk Mailer, Symantec Backup Exec, Veeam, Cisco Call

Manager, Vault Logix, Barracuda Spam Filter, Labtech, WSUS, Level Platforms

Ethernet, Wireless LAN, Remote Access, WAN, Internet, HP Jet direct/Jetadmin, PC Anywhere, Remote Desktop

Network

Connections, TCP/IP, IPX/SPX, NetBIOS, AppleTalk, FTP, Active Directory, DNS, DHCP, SAN, VPN, Watchguard,

Related

Sonicwall, Cisco ASA, Cisco/HP Switches, Barracuda

Dell, IBM, Compaq, HP and Dell printers, Routers, Hubs, wireless systems, NAS, mobile devices, Barracuda

Hardware

Excellent work ethic and drive to succeed, work well independently or on a team, excellent organizational and

Personal

communication skills, ability to learn and adapt quickly, strong ability to analyze and prioritize

Skills

EDUCATION

Brown College - Minneapolis, MN 1997 - PC/LAN Program - Grade Point Average: 3.83/4.0

TECHNICAL CERTIFICATIONS

Microsoft Certified Solutions Associate - Windows 7, Microsoft Certified Professional – Server 2012/Windows XP, CompTIA Network +

EXPERIENCE

Sovran, Eagan, MN

Managed Services System Administrator (12/12 – 12/13)

Managed Services Help Desk Support Level II (8/11 – 12/12)

Accomplishments, Highlights and Responsibilities

• Supported assigned customer network infrastructures, servers, e-mail systems and workstations

• Assisted Service Desk by participating in Tier 3 support rotation and created procedural documents

• Maintained backup solutions (Symantec Backup Exec, Barracuda Backup, and Veeam)

• Managed Active Directory, DNS, DHCP, WSUS and Group Policies

• Supported Hyper-V, VMware Hosts and Guests

• Recommended system improvements to ensure customer networks met industry best practices

• Diagnosed, troubleshot and resolved a wide range of software, hardware and connectivity issues

• Setup, configured and installed servers and workstations at customer locations

• Provided technical support to customers onsite and over the phone

RTD Services, St. Paul, MN

Technical Specialist/Account Manager (7/10 – 8/11)

Accomplishments, Highlights and Responsibilities

• Maintained company computers, network and backup systems in a small office environment

• Responsible for all aspects of fleet washing business, including marketing, sales, account management and operations

• Assisted in implementing a network server utilizing VMware ESXi and implemented backup and firewall systems

FenderBender, St. Paul, MN

Technical Specialist (5/09 – 6/10)

Accomplishments, Highlights and Responsibilities

• Installed, configured and created technical documents for Satori Bulk Mailer, reducing mailing costs by $10,000 per year

• Successfully migrated Windows File and Print Server into a virtual environment using VWmare ESXi

• Implemented, trained and created technical documents for Google Ad Manager website ad serving software

• Provided technical support and training to employees in a Windows XP environment

Fulcrum Consulting (Miracle Ear), Plymouth, MN

IT Consultant (7/08 - 4/09)

Accomplishments, Highlights and Responsibilities

• Assisted 900 Miracle Ear stores with the Windows XP software/hardware install of a medical scanner via phone and VNC

• Promoted to project lead responsible for managing project deadlines, scheduling, and training the help desk with product support

• Coordinated and assisted with the move of computers, and printers for over 100 users in a networked environment

• Installed, trained, and tested Siemens scanners over the phone and with remote control software

• Supported Windows XP software problems including USB, video driver issues, and software installation issues

• Created technical documents for installation and troubleshooting procedures for end users and the Help Desk

Twin Cities Home Zone, St Paul, MN

Owner – Operations Manager (12/03-6/08)

Accomplishments, Highlights and Responsibilities

• Managed company Windows XP network, e-mail, printers, website, file server, Macintosh and backups

• Assisted in website development using Dreamweaver, and HTML

• Built a successful publishing company and increased sales from $0 to $200,000 annually within a 1 year period

• Supported company software and hardware including Dell and Macintosh PC’s, Windows XP, Office, Printers, and QuickBooks

• Handled all aspects of the publishing company including Sales, Ad Design, Publication Layout, Invoicing and mailing

Personnel Decisions International, Minneapolis, MN

Helpdesk Level II Support (6/02-10/03)

Accomplishments, Highlights and Responsibilities

• Supported over 500 corporate users located in the U.S., Europe and Asia in a Windows 2000 environment

• Provided technical support via phone, e-mail, SMS, and on-site

• Supported LAN, WAN, VPN and Dialup connectivity

• Setup new employee computers, phone, and network connections

Target Corporation, Minneapolis, MN

Client Support Specialist (8/01-5/02)

Accomplishments, Highlights and Responsibilities

• Consistently exceeded expectations regarding call time and quality of service provided to users

• Troubleshot, documented and resolved 80% of incoming calls

• Supported printers, software, and hardware for Mervyns and Target store employees

• Utilized SMS, PC Anywhere and Telnet to resolve customer issues while entering into Tivoli Problem Management

TriSense Software, Burnsville, MN

Installation Specialist (10/99-5/00)

Accomplishments, Highlights and Responsibilities

• Successfully presented and trained large groups of customers on digital billing software

• Supported, tested and created documentation for digital billing software

• Assisted network manager in configuring of workstations for new employees

• Responsible for training new employees on digital billing software

REFERENCES AVAILABLE UPON REQUEST

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