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Customer Service Quality Assurance

Location:
San Diego, CA
Posted:
April 15, 2014

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Resume:

Thomas Struss

**** **** *** ? San Diego, CA ***** ? 858-***-**** ?

acdosx@r.postjobfree.com

HIGHLIGHTS OF QUALIFICATIONS

. Motivated IT Technician with certifications including MCSA and Server+.

Currently studying for Security+ certification and Computer Science

degree.

. Experienced in installation, maintenance and repair of integrated and

networked systems, including secure data transfer technologies.

. Exceptional customer service, quality assurance, technical support and

document control skills.

. Strong organizational, analytical, troubleshooting, presentation and

administrative skills.

. Excellent interpersonal, written and verbal communication skills to

interact with management and customers alike. Fluent in German and

English.

. Team player and capable of performing independently in a technology based

environment.

. Ability to manage and implement timely and cost-effective completion of

multiple projects.

PROFESSIONAL EXPERIENCE

Sabbatical 2010 -

2013

Milvets (Northrop Grumman), San Diego, CA

2008 - 2010

Desktop Administrator

. Maintained Active Directory database in support of 25,000 San Diego

County department personnel end users.

. Updated centralized company knowledgebase with new procedures, fixes, and

technical software.

. Worked level 3 tickets, determined the probable area of failure, and

either fixed the problem or delegated it to the proper group.

. Assisted software and desktop engineers on projects and helped field

technicians via phone or remote control.

. Exceeded SLA requirements by working multiple tickets concurrently in an

organized and efficient manner.

Water Jet, A.G., Aarwangen, Switzerland

2006 - 2007

Network Technician

. Performed troubleshooting, maintenance, and upgrades for 37 computers and

3 servers.

. Supported 35 end users and operated and trained personnel in machine

operation.

. Resolved machinery connectivity and programming issues. Wrote CNC code to

meet specifications for water jet cutting equipment.

. Analyzed and resolved networked computer issues and complex machinery

problems.

Geeks On Call, San Diego, CA

2005 - 2006 Network / PC Technician

. Provided onsite networking support, installation, maintenance and

upgrades of hardware and software for small to medium sized businesses.

Provided 24/7 on-call support.

. Recommended new and revised technology solutions to optimize system

performance.

. Implemented training programs and instructed end-users in hardware and

software utilization.

Aradiant (D-Link Group), San Diego, CA

2005 - 2005

Technical Support Specialist

. Provided attentive phone support and advice for network and connectivity

issues, D-Link hardware and software concerns and upgrading of existing

platforms for 30+ customers daily.

Douglas Construction, San Diego, CA

2000 - 2003

Carpenter / Laborer

. Performed framing, finish carpentry, drywall, and roofing on various home

remodel projects.

COMPUTER SKILLS

Microsoft Office, Windows OS (3.1 - 7.0), Windows Server (NT - 2008),

Redhat Linux Server, Exchange, Cisco, VPNs, Virtualization, PC and network

diagnostics, Wireshark, C++, Java, Powershell, SQL.

EDUCATION

Microskills, San Diego, CA - MCSE (2000 Server), MCP (Windows XP), Server+,

A+, N+ Certification Programs, 2005

Mesa College, San Diego, Ca - Computer Science (current)



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