Customer Service Technician
Resume:
Eric V. Miree
Odenton, MD **113
******@*****.***
Summary of Skills and Experiences:
Active Directory
Blackberry Support
DHCP
DNS
File Comparison Software (DeltaView, WorkShare)
Firewall
IBM RAD
Interwoven (iManage)
MS Exchange 2003 - 2007
Numara Software (Track It)
Remote System Management (DameWare)
Routers
SCCM
SQL 2005/2008
VM Ware
EXPERIENCE
February 2014 - present
Compucom
Microland/Aon-Hewitt Windows 7 Migration Project
USA
Traveling Depot Lead/ Team Lead
. Traveled to Aon sites as a lead to manage deployment and migration of
Win XP devices to Windows 7
. Arrived onsite and coordinated the setup of migration depot
. Worked closely with on-site coordinator to ensure an effective
migration process
. Migrated mainly laptops and some desktops using a specifically
configured server for each site
. Updated daily reports using Dashworks and deployments using SCCM
Windows Migration Tool
. Performed check-ins and checkouts with each client to ensure
understanding of Windows 7 features
. Upon site completion, performed various closing procedures for packing
and shipping of servers and switches, recycling and disposal of
outdated equipment
November 2013 - February 2014
Integrated Support Services Inc.
Washington Metropolitan Area Transit Authority
Washington, DC
Project Coordinator for Windows 7 Deployment
. Responsible for coordinating appointments; creating outlook calendar
appointment, contacting customers via phone and email for 1300 plus
users
. Maintain Computer Replacement Schedule; organize replacement list,
schedule installation appointments, provide advance appointment
reminders, quality assurance calls to all completed customers to
perform customer satisfaction survey at the close of each
installation.
. Establish designated location points of contact and secure storage and
surplus storage
. Verify with inventory to ensure adequate equipment availability for
all appointments
. Escalating reported issues to Service Delivery managers for solution
September 2012 - present
. Working in primarily in the real estate market as a private
contractor/investor
. Acquiring investment properties and repairing them for resale
. Performing day to day task such as meeting with contractors, ordering
supplies and budgeting for expenses
November 2011- August 2012
APEX Systems Inc.
Blue Cross Blue Shield Association
Washington, DC
Systems Support Analyst II
. Provided Tier II support for analysts, developers, doctors, lawyers,
lobbyist, nurses and executives
. Supported Blackberries with some iPhone and iPad interaction
. Supported the installment of developer applications such as SQL 2005 &
2008, IBM RAD, etc.
. Proficient QA experience such as ability to open/read Data Tables,
familiarity with GAP Analysis and Assessment
Proficient in creating Data Tables with limited ability to run/write
queries against data sets
June 2011- October 2011
CSI Tech Consulting
Shady Grove Adventist Hospital/ Anthelio IT Services
Shady Grove, MD
Desktop Support Technician
. Provided support such as migrating, imaging, deploying over 400
computers
. Supported Tier 2 support calls in a Windows XP/7 environment
. Provided input to management for an equipment tracking and deployment
system
. Demonstrated a variety of customer support skills in hospital
environment
May 2010 - February 2011
Advantage Technical Resource
XEROX/ Kaiser Permanente Capitol Hill Installation
Washington, DC
Lead Implementation Technician
. Managed an installation team that performed set up and take down on
a variety of systems and hardware components
. Disconnected/ reconnected all network equipment
. Labeled equipment based on customer defined specs, compiling
equipment spreadsheets and reported data
. Managed the installation of new computers and printers in medical
offices
. Installed Windows operating systems and configured network settings
for each workstation
October 2009 - March 2010
Anne Arundel Medical Center
Annapolis, MD
Systems Support Technician/ Analyst (CPT)
. Provided Tier II technical support for end users in a Windows
2000/XP/2003 environment
. Responded to telephone calls, emails and personnel request
. Supported MS Office, Windows NT/2000/XP, PC hardware, printers,
internet access, remote access and third party applications, including
Meditech and EPIC
. Displayed exceptional customer service and troubleshooting skills.
Triage customer's issues getting to the root of the problem and
documenting issues in Remedy
. Secondly, served as an data analyst who translated business problems
and requirements into information requirements and systems
. Compiled healthcare data for Need Assessments and GAP Analysis
. Liaised between information systems, vendors and the remainder of the
organization
. Focused on interfacing design, technical services to users,
administration of interface systems and operational processes,
customer support, preparation and maintenance of documentation related
to interface solutions
. Participated in interface/conversion testing efforts quality review on
all interface processes
July 2008 - July 2009
Williams Lea (On-site at Dow Lohnes PLLC)
Washington, DC
Systems Support Specialist
. Documented user issues, symptoms and relevant information related to
troubleshooting effort and resolution of issue in incident tracking
system
. Recommended or perform actions to correct problems based on hardware
and application knowledge
. Troubleshoot issues by using Remote Proxy software (Track-It!) to
connect to the end-user's workstation and interact with their desktop
. Research, document and provide confident, accurate solutions to user
problems on a timely basis.
. Evaluate and prioritize help desk tickets
. Effectively document and escalate all incidents for which resolution
is not possible and follow-up to ensure resolution on behalf of end-
user
. Acquire and maintain a highly competent knowledge of relevant
products, current support policies, and methods of support delivery
. Shift rotation and after-hours on call responsibilities are a
mandatory job responsibility
. Supported (iManage)-a provider of collaborative content management
software for enterprise, WorkShare Protect and Delta
May 2008 - July 2008
Teksystems, Inc. (Contracted to New Jersey Manufacturers Insurance Group)
Trenton, NJ
Desktop/ Senior Desktop Support
. Imaged Laptops and PCs using Altiris Support software
. Worked with department supervisors to deploy new PC's prior to actual
deployment
. Imaged existing and new Dell PC and laptops
. Setup image/application deployment on laptops and PC using Altiris PCT
. Added new MS Outlook mailboxes for end users
. Scheduled replacement with end users
. Used BC Wipe to erase old HDD
. Used SMS 2003 to back-up end users' desktop software
. Provided temporary staging area for incoming PC's
March 2008 - May 2008
Teksystems, Inc. (Contracted to Cap Gemini/Shire)
King of Prussia, PA
Desktop Support Specialist
. Installed, upgraded and maintained system and application components
on desktop computing platforms
. Assisted in the planning of desktop deployment strategies
. Assisted in connecting and supporting corporate network components and
performed administrative functions for Shire applications
. Performed problem analysis, isolation and resolutions for all desktop
and peripheral equipment and software
. Resolved problem tickets using REMEDY from the Help Desk
. Worked in harmony with the IS department to resolve site related
problems
December 2007 - March 2008
Teksystems, Inc. (Contracted to USAir)
Philadelphia, PA
Desktop Technician
. Supported US Airways 70 airports and business locations in the
northeast
. Responsible for second and third level support of desktop hardware and
software
. Supported network server, WAN/LAN infrastructure, telecommunications,
printers, and facilities housing the IT equipment
September 2007 - December 2007
Teksystems, Inc. (Contracted to CHOP)
Philadelphia, PA
PC and Desktop Rollout Technician
. Installed and Updated desktop PC for end users
. Added new network printers
. Resolved end users software problems
April 2007 - September 2007
Teksystems, Inc. (Contracted to MedStar Healthcare)
Baltimore, MD
IBM Rollout Technician
. Installed, upgraded and maintained system and application components
on desktop computing platforms
. Assisted in the planning of desktop deployment strategy
. Assisted in connecting and supporting corporate network components
. Performed administrative functions for network operating system
. Performed problem analysis, isolation, and resolution for all desktop
and peripheral equipment and software
. Resolved problem tickets forwarded from the Help Desk
Provided coaching/mentoring for Technical Support Analysts
EDUCATION
. August 1988 - May 1991 Tennessee State University
. Undergraduate degree program in Business Administration
. September 1993 - June 1994 University of Cincinnati
. Continuing Education classes in Business Management
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