Customer Service Manager
Resume:
Kyle Schafer *** Thomas St.
********@*****.*** Mt. Pleasant, MI 48858
SKILLS
• Software knowledge: MS Office 2003/2007/2010 Suites, GIMP, iLife, iWork, Illustrator, InDesign.
• Knowledgeable on procedures for hardware diagnostics, repair, installation and troubleshooting.
• Highly experienced in Windows XP/Vista/7, Mac OS X Tiger/Leopard/Snow Leopard/Lion and
• Experience with Windows 2003/2008 server and Windows 2003/2008 R2 server.
• SQL, MySQL, coursework and web experience.
• VB, C++ and PHP experience.
• Microsoft SharePoint Designer 2007/2010 coursework experience.
• Microsoft Exchange Support experience and MS Outlook/Ento urage client configurations.
• Experience with 1st and 2nd level helpdesk support in enterprise environments.
• Strong communication skills and good customer service skills, well organized, self -starter and driven.
INTERNSHIPS
Michigan Small Business and Technology Development Center - Region 4 January 2012 – May 2012
Independent Contractor/Intern
• Providing social media assistance and counseling to small businesses.
• Providing Marketing assistance focusing on social media campaigns, strategies and Internet marketing.
• Helping provide insight on the website from design to programming.
• Responsible for logging, tracking and providing consultation.
Central Michigan University – Park Library May 2010 – Nov. 2010
Library Systems Assistant
• Provided technical support for computer hardware, software, peripherals and specialty software.
• Utilized Peregrine Systems for work order management to place work tickets and log support tickets.
• Performed on-site support and Ghosting to push out updates, images and patches.
• Utilized Deep Freeze for security purposes in a public lab PC environment.
• Assisted in the Windows 7 migration and deployment to patron PC’s in the library.
• Setup, Migrated, Configured and Troubleshooted 2 Virtual Windows 2008 R2 servers hosted on a
VMware vSphere EsXi 4.1 OS platform running on a HP server using the Event Management system
(EMS) software by Deans and Evans running on IIS 7.0 with a MSSQL Server 2005 Express backend.
(calendar.lib.cmich.edu).
RELEVANT EXPERIENCE
Integrated Database Systems, Inc. March 2014 – Present
System Administrator
Responsible for managing, maintaining and supporting IDS office network. Also responsible for managing,
maintaining and supporting the IDS datacenter.
Implement processes to increase security measures and limit data breaches with exposure of confidential
information.
Perform weekly audits on Windows servers, install updates, configure, maintain and secure. Utilize
monitoring software to automate alerts for server and database errors.
Apply local and domain group policies to ensure servers and PC's are within compliance.
Implement and write scripts to automate processes and increase productivity as needed.
Identify, troubleshoot and diagnose server and networking issues within the IDS network and data center.
Test load balancing fail over and processes to provide minimal downtime in case of a disaster.
Manage, setup, configure and troubleshoot IIS sites and database servers.
Collaborate with the President to ensure the right standards and best practices.
Integrated Database Systems, Inc. September 2013 – March 2014
Software Support and Training Specialist
End-User support and customer service focused.
Provide technical support, and internal IT support.
Troubleshoot and repair technical issues.
Analyze network and provide insight and improvements in a Microsoft infrastructure.
Test new updates and patches along with resolving software issues.
I.T. Right, Inc. June 2012 – August 2013
Network Road Technician
• Provide on-site diagnosis, troubleshooting and repair for local governments including townships, fire
departments and police departments.
• Repair, setup and configure computers, servers and peripherals at a client and server level.
• Troubleshoot, diagnose and repair networking problems.
• Configure routers, DHCP and scopes.
• Install switches and patch cables.
• Image and clone PC’s using Acronis.
• Provide hardware upgrades, consultation and best practices.
• Remove malware and viruses from infected machines
Central Michigan University – Communications and Fine Arts August 2011 – May 2012
IT Assistant
• Maintained and provided technical support to Mac and PC Computers.
• Technical support to networked and local laser printers for staff, faculty and labs.
• Troubleshoot computer and printer problems and perform preventative maintenance procedures.
• Local backup and data recovery utilizing Time Machine Backup integration with MAC OS X.
• Network Backup and data recovery utilizing Altiris the universities complete backup system solution.
• Replaced faulty machines, diagnosing and troubleshooting Mac and PC computers.
• Troubleshoot network problems and provide support to faculty, staff and labs.
• Responsible for helpdesk tickets, taking, assigning, updating, transferring and resolving.
Self-Employed – IT Freelancer July 2010 - Present
Technician
• Provided computer efficiency services for computers, diagnosed and repaired computer issues.
• Provided hardware upgrades, fixes and software patches and updates.
• Performed virus and malware removal from infected PC’s.
• Performed tech support troubleshooting via cell phone and social media sites.
• On-site services and repairs to new customers and clients requesting services.
• Designed and developed websites for local small businesses using HTML, CSS, Flash, JavaScript, PHP.
• Social Media Facebook FBML Markup Language for custom Facebook Fan Pages.
• Built, updated and maintained customers and clients computers alo ng with websites.
KMG Prestige, Inc. June 2010 – Jan 2011
Computer Support Intern
• Handled computer software, hardware repair, setup, & installation with Dell, HP, and Gateway laptops &
desktops running Windows 2000, XP, Vista and 7 in a business ent erprise environment.
• Responsible for helpdesk work order requests, assigned to, update and resolve using Numara Track -It.
• Installed and configured jabber server software for enterprise collaboration.
• Perform clean ups, tune ups, virus/malware removal using VIPRE, Ccleaner and Malwarebytes.
• Involved with setup and support for implementations.
• Provided excellent customer service to property site users calling in for support.
Central Michigan University – Technology Operations March 2010 – May 2010
Assistant Applications Manager
• Provided technical support for the residence life housing specialty software called StarRez.
• Utilized a wiki knowledge base for documentation and to place issues and resolutions to the department.
• Performed on-site support and trainings.
• Utilized T-SQL queries in StarRez to generate and pull reports from a MSSQL Server 2005 database.
• Performed basic data validation procedures due to high volume of student inf ormation in the database.
• Setup, configured and troubleshooted any StarRez related tasks or issues in VMware.
Central Michigan University – Technology Operations Oct. 2009 – March 2010
Assistant Manager
• IT Project Management and Administration.
• Enforced policies, procedures and delegated tasks in an IT workplace.
• Utilized Peregrine systems for work order management to place work orders and log support tickets.
• Performed scheduling for all student workers, logistics and IT project management tasks.
• Managed six student workers, in the marketing department of the organization.
• Responsible for order requests, setting up and delivering any tasks requested by the manager.
Central Michigan University – Technology Operations May 2007 – Oct. 2009
Expert
• Provided 1st and 2nd level technical support for computer hardware, software, peripherals and specialty
software from Office applications to VMware to VPN. Provided IT supp ort for Mac OS X users.
• Diagnosed and troubleshooted hardware issues along with diagnosing and repairing software issues in
MAC OS X.
• Utilized Apple Remote Desktop for remote technical level support to residence life users.
• Utilized Peregrine systems for work order management to place work tickets, resolve and log support
tickets.
• Responsible for work orders, logging, updating, assigning, transferring and completing.
• Provided support and knowledge after implementing VMware to run windows only applications to
residence life users.
EDUCATION
Central Michigan University, Mount Pleasant, Michigan
Bachelors of Applied Arts – May 2012 (Entrepreneurship & Information Technology)
Relevant Coursework Information Technology: Visual Basic and C++ Programming, Microsoft SharePoint
Designer, VB.NET, Computer hardware and software, Basic Communications and Computer Networking,
Introduction to Databases, Database Management Systems, Database Administration and Flash.
Relevant Coursework Entrepreneurship: Business Law, Accounting, Economics, Marketing Strategies, Social
Media, Software Applications in Business, Financial Management and Small Business Development,
Management, and Planning.
INVOLVMENT
• Mt. Pleasant Area Community Foundation – Scholarship Committee Board.
• Co-Founder of Matthew S. Sharrar Memorial Scholarship.
• Association of Information Technology Professionals.
• Intramural Sports.
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