Customer Service Project Manager

Roles: Experience Summary

PC Support Technician Accomplished CIO\Senior Network Administrator/Help

Network Administrator Desk professional with 15 plus years in computer

Computer Network Trainer operations, technical network support and help desk

Software Trainer support. Eight years' experience in

Office Automation Specialist computer/network support at the enterprise level.

Experience in leading deployment teams in large

Industry Application: scale rollouts with attention to professionalism,

Medical Technology productivity and problem resolution.

Technology TECHNICAL SKILLS

Retail Support Access

Software Support Acronis- Imaging\backup

Avaya Voice over IP

Education and Certifications: AD/DNS/DHCP

Apple Mac OS 10.5,6 xxx to OS 10.7.xxx

University of Washington Apple IOS 4,5 to 10.5(IPAD\Iphone\Mac Book pro\MAC)

Boeing Computer Services

Certified Office Automation Google Android

Certified Systems Analyst's Checkpoint Secure ID

Professional C.O.A.P. BlackBerry BES Server

Boeing Systems Analyst's

Microsoft Solution Provider Cisco Routers and VPN

Technical Specialist Citrix/VMware/ Citrix XenDesktop

Citrix Receiver/ Citrix VDI

MILITARY EXPERIENCE CTOS/BTOS Unisys Certificate in Computer Security

US Army - Honorable Discharge (GSA)

Cisco VPN's\ TCP/IP ipv4\ipv6

Dell Switches

Domain Controller

Group Policy

IE/Firefox/Google Chrome

Microsoft SQL Server

Microsoft\Office\Visio\SharePoint\

PowerShell/Script

Malware\Sophos\Spybot\Postini

Shoretel Voice over IP

Symantec Ghost \Service-Now Ticketing System

Symantec Management Console

Symantec PC anywhere

Solar Winds IP Address Management

SAP/ Crystal Reports ADS Databases

Windows 9x Client, SQL,ODBC,AD

Windows Office 97 /03 /07

Exchange 2003/2008/2010

Windows Server 2003/2008

Windows XP/Vista/7/8

Xerox\Konica\Toshiba\HP\Lexmark

Chronological Summary of Experience

Genesis10 Manager Andrew Twiggs

As a Team Lead/Helpdesk Analyst I provided technical support and user

support to Harrah's/Horseshoe and Forest city Enterprise, Inc. in

deploying new hardware and software to the company infrastructure. In

addition assistance concerning the use of computer hardware and

software, including printing, installation, word-processing,

electronic mail, and operating systems. Manage the installation of

hardware systems including personal computers, printers, and network

connectivity.

1. I was instrumental in designing and developing a base image for

Dell laptops and Desktop computers for Migration of Windows 7.

2. Provided assistance in setting up Citrix VPN, Citrix XenDesktop,

SAP, Real page OneSite.

3. Provided Assistance to Networking Wireless Connection.

4. Manage the installation of hardware systems including personal

computers, printers, and network connectivity; IPASS

Troubleshooting. Mobile Troubleshooting Apple IPhone's and

Blackberry and Blackberry Enterprise Server.

5. Continually supported hundreds of users in help desk support needs

using a service base ticketing system.

Alere Home Monitoring 2009 to present

Provide technical assistance to computer system users. Identify

research and resolve technical problems in a creative environment.

This position is also responsible for PC support, helpdesk support

and/or network and training support initiatives, as well as creating

and maintaining systems for responding to customer inquiries via

telephone, online networks, and mail.

Primary Responsibilities

Communicates with vendors regarding bugs and follow-up to make sure

fixes are received and tested, and then ensure the issue is referred

to the proper group. Provide technical service support for all QAS

related products and advise upper management on product development

issues arising from product problems identified through technical

support calls with customers. Handles customer problems that appear to

arise from the use of the product or the services, manages and takes

ownership of the resolution process for all customer related issues.

. Completes, maintains, and processes pertinent paperwork and

records; plans and schedules levels of support according to needs

and schedules. Assists in final testing of new products or services

. Provide technical assistance to computer system users by answer

questions or resolve computer problems for clients in person, via

telephone or from remote location

. May provide assistance concerning the use of computer hardware and

software, including printing, installation, word-processing,

electronic mail, and operating systems

. Manage the installation of hardware systems including personal

computers, printers, and network connectivity

. Assist in the management, support and installation of telecom

issues and the phone system in general; documenting calls and

ensuring accurate information is captured.

1. 7+ years of support clients in a business environment; Enforce

Group Policy and Group Policy Objects standards

.

. Demonstrate strong customer service and communication skills -

ability to explain complex situations in simple and easy to

understand terms, multi-task and adapt to changes quickly, Windows

Desktop XP and 7

. Strong troubleshooting and deployment skills with Windows Server

2003-2008, Active Directory, Exchange 2003-2010, Blackberry

Services, Active Sync, skills in LAN and WAN Networking. Switches,

Routers, Firewalls

. Advanced technical support at the network level: WAN and LAN

connectivity, routers, switches and firewalls

Skyjwalker Technologies Group, LTD. 1992-2008

Networking Administrator/Project Manager - directed and formulated

Client Server project proposal to define problem that existed in the

field. Provided first-level technical support for global IT

infrastructure supporting 500+ employees throughout the U.S.

Troubleshooter hardware, software and connectivity issues for a mixed

MAC, Windows NT/2000 and 2003 environment.

I have provided SLA to the following companies;

. Murtis Taylor- Acting Director of Information Technology

. Summit On Education -Acting Director of Technology

. Cleveland Growth Association

. Portfolio Hotels and Resorts

. Enginuiti Inc.

. Work in Association with Cool web Design

. Community Action Against Addiction

. May Dugan Multi-Service Center

. Achieved the highest levels of productivity, handling over 1,000

calls per week and averaging 200+ calls daily.

. Earned solid reputation for resolving complex issues and providing

exceptional customer service.

. Promoted to assume additional responsibilities as Technical Advisor

providing expert guidance to Help Desk staff.

. Assisted users with policies and procedures for setting up

conference calls, new accounts, web/network presentations and voice

mail.

. Provided special assistance to key departments including Equity,

Fixed Income, Investment Banking and Executive Support. Supported

remote access using dialup/VPN SecureID.

. Leveraged extensive experience in multiple operating environment

including mainframe connectivity and security, Windows NT/2000

workstation and server and Linux/Unix.

. Escalated issues as needed and maintained communication with

customer and Technical teams. Extensively utilized Remedy to record

and track issues.

. Concurrently, responsible for administering, optimizing and

supporting internal LAN/WAN infrastructure consisting of Windows

2000 Active Directory and more than 500 Windows 2000 Professional

desktops. Researched, recommended and implemented new hardware and

software into the environment to increase efficiency.

. Worked independently on Sundays providing sole support for National

operations.

. Demonstrated exceptional skills in professionalism and

responsiveness across a wide variety of areas.

Best Buy Corporation 1994

-1996

Computer Network and Software Trainer. Directed, developed, designed

and formulated computer-training facility for three regional markets

(Canton, Akron & Cleveland). Solutions-oriented IT Professional with

proven success designing, implementing and integrating cost-effective,

high performance technical solutions to meet challenging business

needs. Monitored and supported internal network security, including

adding/deleting users and shared per missioning. Analyzed and resolved

network and server connectivity issues. Administered back-up/recovery

solution utilizing VERITAS Backup Exec. Provided support to internal

users and external clients on all hardware and software issues.

Managed inventory of technical assets.

Best Buy Corporation 1994

-1996

. Credited for developing laptop and server testing procedures resulting

in 23% improvement in measured quality. Trained new employees on

applications and procedures.

. Solely responsible for repairing and testing all servers for clients.

. Improved compliance with Service Level Agreements from 83% to +98%.

. Audited all incoming desktops and laptops, including damage

inspection, complete hardware reformatting and troubleshooting,

reconditioning and hardware/software installation and upgrade.

Cumulus Corporation 1990 -

1992

Office Automation Specialist; responsibilities included systems

analysis design and development along with establishing method

criteria for software and hardware source selection and training.

Instrumental in the installation of PC systems. These changes

increased productivity by 50%.

. Coordinated and implemented Change Control in collaboration with

technical teams.

. Optimized systems performance and spool utilization. Responded to

system hardware/software error messages, storage and hardware

configuration problems.

. Provided after hours support for Network, Help Desk and NT

Client/Server environments.

. Independently resolved recurrent system lockup issue through diligent

research.

. The information from the Pilotage System forecast 15 million dollars

annually.

. Audited all incoming desktops and laptops, including damage

inspection, complete hardware reformatting and troubleshooting,

reconditioning and hardware/software installation and upgrade.

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