Manager Software

JEFFREY W. DOBSON

***** ********* ***** *****, ******* 33774

813-***-**** Mobile

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

QUALIFICATIONS PROFILE

Customer-focused IT professional with over 15yrs experience in network

administration, user support and customer experience, seeking to contribute

training and acquired skills within a Tier One/Two Technical Support and/or

Help Desk role. Work well independently, or in a group setting providing

all facets of computer support such as troubleshooting, installations, and

maintenance. In-depth knowledge and understanding of numerous software

packages and operating systems. Skilled in providing Customer and End-User

Help Desk Support. Easily identify and resolve technical issues and

concerns. Excellent communication and presentation capabilities.

Expertise includes:

( PC/laptop Configurations ( 7 months of Telecom

training ( IT Call center exp.

( SCCM 2012 ( Time Management ( Remote troubleshooting

( Ecommerce ( Apple operating systems ( Active Directory

( TrackIT ( Various CRM

software's ( DameWare

PROFESSIONAL EXPERIENCE

STIFEL NICOLAUS & CO

April 2013 - Current

Support Engineer (Tier 2 technician)

. Taking 40-50 calls per day and converting to support tickets, 1st call

resolutions

. Troubleshooting technical issue in house and in remote branches in 48

states (over 10,000 people).

. PC and laptop support/maintenance with strong communications and

software troubleshooting skills.

. Knowledge of Windows XP, 7 & 8, Office 2007 & 2010,

. Tracks and reports information for department, updating SharePoint and

software licensing

. Remote Managed systems with Altiris 6.9 & 7.2, PCAnywhere and SCCM

2012

. Using Active Directory, CRM software - Act, Brokers Ali, Gorilla,

. Imaging\loading and configuration of hard drives and Apps (SCCM)

. Working on multiple domains

. Program manager on multiple projects for enterprise deployments

. Hardware inventory manager (tracking, organizing and delivery)

WIRELESS VISION - T-Mobile

2012 to 2013

Retail Store Manager

. Analyzing, diagnosing and repairing of telecommunication equipment,

Android & Apple

. Troubleshooting networking issues

. Hiring and training and scheduling of all employees

. Reporting and analyzing of all stats, scheduling, P & L, inventory,

churn, loss prevention, collections

. Troubleshooting pc's both onsite and remotely, for configuring Mobile

broadband devises

. Use of Outlook, Word and Excel with both 2003 and 2010

. Use internet as database and research tool

. Time management, operational excellence and multi-tasking to make

everything run smooth and efficient

Jeffrey W. Dobson Page 2

VERIZONWIRELESS COMMUNICATIONS 2010 -

2012

Tier 2 Tech Coordinator/Trainer

. Technical support for internal and external voice and data product

customers

. 6 months of technical support training for Android, Windows and

Blackberry operating systems

. 1 months training on apple operating systems (supporting customers

and Apple stores)

. Troubleshooted hardware and software issues and identify

network/applications issues.

. Verified provisioning and diagnose device or Network issues.

. Troubleshooted PC Operating systems, both Windows XP and 2007,

specifically Device Manager and TCP/IP configuration.

. Proficient in Office 2003 and 2010

. Symantec antivirus and Adobe apps

TRAVELEX 2007 - 2010

Ecommerce & Partner Integration Technician

. Answered incoming Information technology calls in a timely manner,

discusses problems with users, evaluate and prioritizes Incidents

. Remote access software - Pc Anywhere

. Advised customers on existing technology, specific requirements, and

technical enhancements

. Customize solutions to integrate online eCommerce business practices.

. Identify and resolve Technology Incidents and Service Requests.

. Find ways of integrating the company's software into its users website

platforms

PRICEFLO, INC 2002 - 2007

Technology Manager

. Answered incoming Information technology calls and discusses problems

with users, evaluates and prioritizes Incidents.

. Managed multiple concurrent projects to deploy business and information

technology initiatives.

. Setup and maintained company network

. Repaired, updated, loaded and diagnosing of company hardware and software

. Excellent communications skills

. Managed group of technicians for pc and server support, phone-ins and

growth of network.

. Familiar with Active directory, Server configurations, and Management

. Ability and familiar with finding software online

DK SYSTEMS, LLC, 1996 - 2002

Technology/Operations Manager

. Was responsible for the installation, maintenance, operation and

inventory of the computing systems, incoming calls

. Constructed LAN and WAN network systems and coordinated technical

advancements for expansion plans.

. Kept computer equipment, hardware, and software updated to meet

organizational needs.

. Administrated user accounts on the network and applications

. Scheduled information systems equipment usage, recommends appropriate

maintenance strategies, and runs diagnostic tests to ensure

systems are operating efficiently.

. Installed new software releases and upgrades, system upgrades, patches

and resolves software related problems.

. Administered GSA contract

. Scheduled information systems equipment usage, recommends appropriate

maintenance strategies, and runs diagnostic tests to ensure

systems are operating efficiently.

. Installed new software releases and upgrades, system upgrades, patches

and resolves software related problems.

. Administered GSA contract

Jeffrey W. Dobson Page 3

. Installed, configured and maintained organization's operating systems.

. Symantec antivirus

. Performed system backups and recovery.

. Documented and monitored software licenses.

. Ensured proper functioning of the peripheral devices.

. Analyzed, tracked, and ensured timely resolution of problems associated

with client hardware and applications software. Detected, diagnosed,

and reported related problems on both server and desktop systems.

. Analyzed, developed, installed, and modified computer operating systems

and resolves associated problems.

. Managed and supposed call in center for PC issues from various locations

for our company as well as customers.

TECHNICAL EXPERTISE

Applications: Microsoft Office (2003 and 2010), QuickBooks, ACT, Adobe

applications, PCAnywhere, Symantec antivirus, Altiris 6.9 &

7.2, SCCM 2012, Dame ware, TrackIT, IT Desktop Manager, RDC,

working with multiple domains, Athena, Citrix

Operating Systems: Windows XP, 7& 8, 2003 Server,

Networking: LAN/WAN, TCP/IP, DNS, Routers and Switches, Active directory,

Server configurations and Management

Servers: Worked on Dell PowerEdge 850, 1650 and 2650, 1u &2u's

EDUCATION

ST PETERSBURG COLLEGE, Seminole, Florida

AA

ST PETERSBURG COLLEGE, Seminole, Florida

BS (Taking Capstone)

Portland Regional Vocational Technical Center

Mechanical Engineering Certificate (3 years)

Honorable discharge US Airforce

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