Customer Service Technician
Resume:
RODNEY BLUEITT
******.*******@*****.***
Objective: To obtain a Support Technician position that will utilize my
acquired knowledge and collective experience within a highly innovative and
progressive company.
Skills:
Software Experience
. WMS
. Symantec Backup Exec 2012
. Solarwinds
. DameWare
. AS400
. VNC
. Citrix
. RDP
. SAP
. VPN
. BPIA Certificate
. Service Now
. Remedy
. OPAS
. WSUS
. SOPHOS
. SNARE
. VOIP
. CISCAT
. Tripwire
. Epilog
. Microsoft Office Suite
. Windows XP
. Windows Vista
. Windows 7
. Oracle
Education:
Expected Graduation 2015 Jones International
University Centennial, CA
Master of Business Administration (Information Technology Management)
Graduated May 2006 Mississippi Valley State University
Itta Bena, MS
Bachelor of Science (Industrial Technology/Auto CADD)
Experience:
* Protech Staffing (Hilton Worldwide Headquarters)*
Memphis, TN
Wintel Engineer May 2013 to
Current
. Lead on several projects for the hotel audit including Backup Exec
and Tripwire as well as other remediation.
. Install, configure, maintain and support Windows Server 2003/2008
operating systems software for all local and remote systems.
. Handle service request tickets that cover LAN and WAN firewall,
DNS, Key Manager, Static IP, IP Scope increase, IT admin rights,
and Blue Coat request VIA OPAS.
. Provide excellent customer service to all customers, managers, and
vendors alike.
. Remote, install, and configure Tripwire Enterprise Agent, Sophos,
WSUS, VNC Console, Snare, and Epilog on all Hilton Worldwide
customer servers.
. Monitors project progress and evaluate performance for the Tripwire
Enterprise Agent installment for all Hilton Hotels.
. Approve change request forms.
. Create Telepresence Schedules.
. Assist in remediating several UK and US machines.
. Held lead position in the SCCM project building servers to help to
place in different Hilton locations.
. Provide authoritative advice to senior management on IT security
activities where I have addressed relevant options.
. Played a valuate part on the audit team to get the server software,
firewall, and other securities within specification for review.
. Document any false positive and patched missing systems.
. Create and develop content of briefing materials, such as
spreadsheets, word documents and power point presentation for the
IT department.
. International Network Connect.
. Set up users to connect via Juniper VPN.
. Review/scan entire Hotel network and assign missed servers into
Solarwinds database.
. Work with multiple support groups, global teams and other relevant
service providers to resolve any issues with the infrastructure.
*Jabil Global* Memphis, TN
IT/Support Technician June 2012
to May 2013
. Setup and maintained hardware and systems including but not limited
to operating systems and peripherals.
. Debugged basic LAN/WAN issues related to TCP/IP, PPP, DHCP, and DNS
to determine cause of outages and provide appropriate responses.
. Maintained clear and professional communications to management and
the user community.
. Responsible for end user support, printer, and PC configurations.
. Troubleshoot/repair Zebra label printers.
. Provide hardware and software support for PC systems and
applications.
. Create and maintain PC based images using Ghost.
. Experienced with helpdesk systems and environments for incident
management.
. Support audio, visual, computer technology setups for local and
remote meetings and conferences
. Reviewed open problem tickets daily.
. Perform troubleshooting analysis of servers, workstations and
associated systems.
. Resolve local and network printing issues from connectivity to
maintenance and part replacement.
. Create new users and assign permissions in Active Directory.
. Solve practical problems and carry out responsibilities with
minimal supervision.
Sr. Technician (Supervisor/Lead) January 2011
to June 2012
. Supervise 30 plus repair technicians so that they do not impact the
production schedule.
. Developed and mentored my staff.
. Motivating my staff, individually and as a group.
. Understand and support diversity while establishing an effective
team.
. Help employees address and resolve a wide variety of concerns and
complaints.
. Address performance problems through corrective action and
dismissal.
. Assign certain duties to the employee, explaining how those duties
are to be done.
. Give employees the information, technology and reference materials
necessary to perform their jobs.
. Promptly responding and replying telephone calls, analyzing
problems using automated diagnostic programs and resolving
recurrent difficulties.
. Provide client support and technical issue resolution via E-Mail,
phone and other electronic medium.
. Computer software and hardware installation.
. Troubleshoot and understand problems and provide technical support
for hardware, software and systems.
. Troubleshoot laptop's failure that has incapacitated the system or
reduced its performance.
. Replace any defective component or components that have been
identified.
. Thorough test laptop to confirm issue is resolved.
. Ensures all data is captured on XDR tracking system in order to
provide a feedback service for the customer.
Technical Support January 2011 to
June 2012
. While providing excellent customer service, provide first-level
response to incoming help desk requests. Coordinate the scheduling
of technicians and see the process through to resolution in a
timely, customer-friendly manner.
. Provide first level user support including troubleshooting basic
issues with computer hardware, network/internet connectivity,
email, and software applications as well as completing user
requests for password and user account administration.
. Using case management software, create and update Tech Support
cases to ensure documentation and timely completion of all
inquiries. Respond to and log all inquiries received from customers
via telephone, email, or intranet.
. Coordinate scheduling of service visits and technician support
phone calls to users and ensure they are completed.
. Provide communication to users daily, or more frequently, regarding
status of outstanding cases.
. Properly escalate cases to a higher level of support as necessary
including service that exceeds skill level, reasonable repair time,
lack of parts, or any other issue that could impact user
satisfaction.
. Develop and/or revise best practices and processes for Tech Support
procedures.
. Document resolutions for future reference.
. Participate in group discussions, meetings, work teams, and company
staff meetings and events.
. Perform other related duties, as assigned, for the purpose of
ensuring the efficient and effective functioning of the Technology
department.
Laptop Repair Technician March 2010 to
December 2010
. Perform hardware/software repairs on various laptop models.
. Assesses malfunctions of computer hardware and/or peripheral devices
for the purpose of determining appropriate actions to maintain
computer operations.
. Coordinates with other staff for the purpose of completing
projects/work orders efficiently.
. Installs computer hardware, peripherals, and related application
software for the purpose of maintaining safe and effective site
operations.
* Apple One (FedEx)* Collierville, TN
Associate Repair Technician October 2009 to
March 2010
. Make sure work area is ESD ready before any repair is done.
. Check part number from power pad and order ticket to make sure the
correct paper work is with the proper power pad.
. Observe device for any physical damage.
. Run diagnostic test to ensure device is working properly.
. Replace any damaged or dysfunctional parts.
. Log repairs into the Nexus system.
*Native Staffing* Memphis, TN
Printer Service Technician Temporary
Assignment 2009
. Performs full range of maintenance and repairs on assigned products
to include technical diagnostics, break/fix, installation, removal
and customer call assistance.
. Provide customer training on assigned products in accordance with
current field procedures.
. On-site maintenance and repair of copier and multi-functional
products in an efficient and cost effective manner.
. Ensure a high level of customer satisfaction.
. Develop and maintain knowledge of network and local, installation
and configuration for printers available to the customers.
. Install and configure printers at customer locations.
. Maintain appropriate inventory of tools, parts and supplies.
* Select Staffing (Jabil Circuit)*
Memphis, TN
Printer Test/Debug Technician June 2008 to
February 2009
. Maintain and repair HP printers.
. Troubleshoot/diagnose printer problems.
. Interact with supervisors for the purpose of determining service
needs on equipment.
. Install all manufacturer-mandated equipment modifications and
updates on assigned equipment.
. Process required paperwork associated with service of equipment.
. Maintain and manage own parts inventory.
. Provide technical assistance to other technicians on the same
shift.
. Provide line support to manufacturing for all test processes.
. Ensure "machine down" calls are responded to in a timely manner.
. Performed desktop and Local Area Network user support for 200+
users.
. Liaise with manufacturing to determine repair priorities.
. Liaise with manufacturing to ensure Preventative Maintenance does
not impact production schedule.
. Escalate to Test Engineers any unresolved/ongoing issues.
. Instruct operators on safe/effective use of test equipment.
. Provide daily report of all line issues.
. Diagnose and Debug WIP with the objective of maximizing efficiency
and effectiveness of the debug function within each work cell.
. Assist in identifying root cause along with the work cell staff to
minimize any potential impact.
. Conduct in-depth diagnosis on high fallout boards to determine the
root cause of problems and to recommend corrective actions.
Test Operator December 2007 to
June 2008
. Insert parts on circuit boards according to visual aids.
. Replenish stock or parts at workstation and calculates quantity of
parts to be prepped and ready to use at any time.
. Operate automated electronic test equipment on manufactured circuit
board assemblies and subassemblies and monitors test data during
testing.
. Labels, stamps boards correctly and fills out tags.
. Use a bar code scanner to enter data into computerized database.
. Place and remove assemblies in test fixtures and racks.
. Verify correct documentation for specific boards and rejects
assemblies that fail guidelines.
. Lifting, carrying, pushing and pulling of up to 40 lbs.
occasionally required, as is twisting and bending
* Aerotek (Solectron)* Memphis, TN
Laptop Repair Technician January 2007
to December 2007
. Identifying the reported problem/error with the equipment as stated
by the customer.
. Diagnose and Repair Laptop PC's to board level with or without
problem notification.
. Refurbish/Repair and Configure Laptop PC's (including Software
Installs) for new users.
. Clearly communicate the diagnosis and repair steps in the system.
. Research part #'s required to the specific model in repair (as
required via the internet or other tools).
. Fully Comply with Corporate and IT policies and procedures.
. Maintain and update system repair logs and Information System.
. Setup PDA functionality using the easy to use configuration menus
for inventory.
. Configure the database on the PDA to ensure accurate information
will be recorded using the
. Import/Export and data table customization menus.
. Scan all materials in the part cage to ensure that the quantity
matches the data in the computer system.
. Perform other duties as assigned.
*Leland Manufacturing LLC.* Leland, MS
Technical Support Clerk March 2006 to
January 2007
. Provide client support and technical issue resolution via E-Mail,
phone and other electronic medium.
. Audited several office and healthcare chairs made by the company
(saved company money by discovering mistakes in the Build of
Material).
. Understand indented bills of material and create them from parts
manuals using AS400 system.
. Establish part numbers in the AS400 system.
. Maintain system with updated and superseded part numbers.
. Revise building materials on replace parts.
. Research the accuracy of the part number and/or description.
. Perform other related duties by assign Manager.
*United States Dept. of Agriculture* Stoneville,
MS
Assistant Biological Science Technician Summer
2003
. Incumbent rears and maintained several hundred genetic strains of
the red flour beetle.
. Prepared diet (organically-produced wheat flour mixed with dry
brewers' yeast).
. Sub-cultured all strains on a regular basis (spot-checking strains
for presence of appropriate mutant phenotypes).
. Sets up various genetic crosses and other genetic experiments.
. Responsible for general maintenance of the laboratory and
maintaining laboratory equipment.
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