Manager Customer Service
Resume:
PRINCE WALKER
***** ********** **., *********, ** 28269 704-***-**** *************@*****.***
I have 17 years of IT experience in the banking and technology fields. I have strong technical and
customer service skills. I am looking for a technology manager role advising other technical support
team members in resolving technical problems to ensure business functionality and continuity.
CORE COMPETENCIES
Excellent team player and independent worker
Great leader
Great problem solver and process improver
Windows networking
17 years of industry experience
PROFESSIONAL EXPERIENCE
March 2014 - April 2014
Desk Side Systems Support MDI Group for The Lash Group Charlotte, NC
• Imaged desktops and laptops with Windows 7 for the enterprise roll out
• Worked with individual users to backup and restore their data for use on their Windows 7 PC
• Troubleshot and resolved any issues with the migration process as well as provided tips for using
Windows 7
• Logged the PC inventory using HelpStar
January 2013 - February 2014
Helpdesk Analyst II Oldcastle Materials, Inc. Charlotte, NC
• Provide technical support over the phone & through the Altiris ticketing platform to concrete, asphalt
and aggregate plants and offices nationwide
• Supported retail products such as Microsoft Windows, Office, Active Directory, Citrix clients and server
farms, Viewpoint Construction Software, Command Plant software, as well as proprietary financial
applications and ticketing systems
• Performed setup & provided support for iPhones, iPads and Android phones and the related
administrative software, Airwatch
March 2012 – December 2012 Connextions for Vonage Corp. Concord, NC
Technical Support Representative
• Provide tech. and general support for Vonage’s customers, including configuring/reconfiguring
customers’ Vonage devices and home networks and/or the setup/troubleshooting of advanced network
configurations such as port forwarding, DMZ, or MAC cloning
• Ensure customers' call completion for domestic and international calls
• Assist customers with setup of Vonage or schedule professional installations of the Vonage device or
home wiring
• Resolve billing/account issues
PRINCE WALKER
12733 Netherhall Dr., Charlotte, NC 28269 704-***-**** *************@*****.***
Insight Global for Microsoft® Corp. Charlotte, NC
June 2011 - November 2011
Support Analyst
• Monitored alert queue for server alerts for Microsoft's Office 365 environment for Windows Server
2003, 2008, Exchange 2007, 2010 and SharePoint server for corporate and government clients
• Resolved server problems using remote desktop and monitoring tools: RADAR, System Center
Operations Manager and Microsoft Office Manager
• Worked escalated high priority calls from helpdesk
September 1997- May 2011 Wachovia Bank Charlotte, NC
Network Analyst
• Administered the enterprise-wide Windows 2003 and 2000-based Active Directory domains using
Microsoft Management Console
• Administered the enterprise-wide Novell NDS Tree using NetWare Administrator and ConsoleOne
• Completed access requests from the enterprise request queue using our intranet-based request tool
• Completed out-of-process access requests from the enterprise request queue
• Planned and executed projects for various access control-related business units on an as-needed basis
• Performed emergency deletes for terminated employees
• Provided 24x7 support on a rotating basis
• Provided second-level support to the enterprise helpdesk
• Troubleshot and resolved problems as an analyst on the enterprise-wide helpdesk for mainframe,
AS/400, LAN and PC problems using the Remedy helpdesk tool to track customer issues
January 1997 – July 1997 Moody’s Investors Service Charlotte, NC
Operations Analyst
• Executed and monitored batch processes for Moody’s products using Windows NT server
• Responsible for the creation of all of Moody’s Charlotte CD products for sale to retail investors
• Archived company data to compact discs
January 1995 - August 1995 Co-op, Microsoft® Corporation Charlotte, NC
Product Support Engineer
• Provided technical support for domestic end-users in a helpdesk environment
• Products supported: Windows 3.1 & Windows 95 Beta
PRINCE WALKER
12733 Netherhall Dr., Charlotte, NC 28269 704-***-**** *************@*****.***
EDUCATION
Bachelor of Science in Computer Science, Johnson C. Smith University
PRINCE WALKER
12733 Netherhall Dr., Charlotte, NC 28269 704-***-**** *************@*****.***
REFERENCES
Chris A. Miller
Technology Manager
1525 W. WT Harris Blvd.
Charlotte, NC 28262
704-***-**** (Work)
Terrence Powell
Technology Manager
1525 W. WT Harris Blvd.
Charlotte, NC 28262
********.******@**********.***
Personal Reference
Vincent Black
Network Operations Analyst 3
1525 W. WT Harris Blvd.
Charlotte, NC 28262
704-***-**** (Work)
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