Customer Service Project Manager

Michael S. McCants

Mobile: 404-***-****

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

SUMMARY OF QUALIFICATIONS:

I am a professional with proven ability in Information Technology Support..

Persistent, patient and sensitive to customer's needs and apprehensions.

Able to establish trust and confidence with customers while trouble

shooting problem.

o 10+ years in PC Technical Support Deployment and Customer Support Call

Center

EXPERIENCE:

CompuCom Systems, Inc: Dallas, TX

(Contractor) January 2012 - Feb. 2014 American Honda Motors (client)

Deskside Support Technician provided support for Users on a variety of

issues. Researching and resolving technical computer related problems.

Activities include PC, Reconfigurations, Virus removal, Upgrades, System

Center Configuration Manager (SCCM), Repairs computer peripherals. Replace

hardware and software systems. Identifies, analyzes, and repairs product

failures, orders and replaces parts as needed with 3rd party Vendors. Have

working knowledge of commonly-used concepts, practices, and procedures

within a particular field. Follow instructions and pre-established

guidelines to perform the functions of the job and can also exercise

independent judgment.

Responsibilities:

. Provide 2nd level support to Local and Remote Users

. Hardware: Desktops, Laptops, Wyse Thin Clients, mobile telecom (i.e.

Blackberry), IMAC support, HP Printers

. Software: Business Applications installation support

. OS: Windows XP / Windows 7, Office 2007/2010

. Remedy Software document ticket resolutions concisely in problem

management/ticketing system meeting pre-defined SLA's

. Excellent communication and customer service skills

IBM, Atlanta, GA.

(Contractor) June 2010 - Jan. 2012 American Honda Motors (client)

Deskside Support Technician: Re-hire to CompuCom Systems

Computer Generated Solutions, Inc NYC

(Contractor) June 2009 - Feb. 2010 DELL 1.5: Help Desk Analyst

Full Service Technical Support for hardware, software and Dispatch

BreakFix primarily for Georgia State Agencies.

Service Desk functions, providing technical support over the telephone and

CRM incidents

Effective phone communication. CRM queue (MAXIMO) ticket handling.

HORIZON SOFTWARE International, Duluth, Georgia

July 2007- September 2008

System Analyst II : Customer Service Support Center

Technical Support : Resolve Point of Sales problems; Hardware (Printers,

Touch Screen, Pin/Key Pad, Scanners, Hard drive) Drivers Software : Vista,

SQL, Access,

Field Technician installation Hardware/Software POS configuration

TEK Systems

June 2003- June 2007

IBM contractor Gwinnett County Public Schools Retrofit Project

Verizon Help Desk Support Customer Service. Dispatch Tech; Remedy, DP1.

Network team installing IBM servers, switches, Hubs.

Adelphia Business Solutions Baltimore, Maryland

Local Telephone Field Technician

. Performed plant test and troubleshoot T-1 circuits Turn up local

Telecom service

MCI WorldCom Aberdeen, Maryland

Network Operation Center Technical Engineer II:

Provided support to remote NOC and vendors

. Trouble shoot and resolve all network related problems

. End to End Circuit Testing with Local Telco

HARTE-HANKS DIRECT MARKETING Baltimore Maryland

Data Center Supervisor:

. Supervised team of 5 Computer Operators

. Coordinate production schedules

SIMPSON THACHER & BARTLETT Law Firm New York, NY

PC Help Desk:

. PC technical support

. Installed and configure Hardware/Software, PC Migration

EDUCATION / TRAINING:

o Horizon POS Suite Project Manager Training

o UMBC Net Plus Certificate

o ComSoft Learning Center: A+ Certificate

o MCI WorldCom (CEU): LAN/WAN Technology

o Strayer College, Computer Information Systems

o Catonsville Community College (CEU): Maryland: Data Comm.

o Bronx Community College: Bronx N Y: Computer Programming

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