Customer Service Technician

**** ***** **** ****- 828-***-****

Morganton, NC 28655 *********@*****.***

John D. Wood

Summary of Qualifications

A+ Certified, MCDST (Microsoft

Certified Desktop Support

Technician)

Supervised Help Desk. MS Office 2002 - 2010

(Including Publisher, Visio, Project), Remote

Access, System Deployment, Network, Active

Directory (Account Administration, Policy

Scripting), Exchange, Linux, Customer Service

Specialist, Windows Workstation (XP, Vista,

Windows 7), Windows Server (2000, 2003),

Adobe. MAC Book Pro MAC OS X.

Administrator in Track-IT, Crystal Reports.

Remedy and Kaseya Helpdesk Tracking Tools.

Symantec Ghost (Imaging software). Blackberry

Systems Administrator

Previous Duties Include:

Break/Fix Troubleshooting

• Reviews, troubleshoots and Approves

Operational Quality Desktops, Notebooks, Printers,

and Associated Peripherals. Installs, Maintains and

Optimizes Desktop /Notebook Configurations at

Customer Sites.

• Diagnoses and Resolves Product

Performance Issues.

• Performs Maintenance and Repair Services

• Ensures Customer Satisfaction by Advising

Customers on Preventive Maintenance and

Configurations which may Impact Product

Performance.

• Instructs Customers in the Operation and

Maintenance of the System.

• Inventory Control, Ordered and Maintained

Inventory Levels.

Education

Delaware Technical & Community

College, Georgetown, DE

(June 1995 – May 1997)

• Associate of Applied Science in

Computer Information Systems

(Networking Concentration)

• GPA: 3.78

• Member of Phi Theta Kappa

• 3 Times Deans List

Eastern Shore Criminal Justice

Academy, Salisbury, MD

(February 3 – May 13, 1987)

Police Science and Procedures

Maryland First Responder (Emergency First

Aid)

Hurlock Police Department / Traffic Officer

Crime Prevention Officer

Professional experience

PPM (Continental Auto)

(March 2014 - Present)

Data Analyst/Data Entry Clerk /

Morganton, NC

• Data Analysis (Manipulating Raw Data

to Provide Understandable Reports)

• Inventory Control (Maintaining

Inventory Levels and Tracking)

• Purchasing (Ensuring the Correct

Product at the Best Price)

• Excel Programming (VBA)

• Special Projects (Visio Design, Special

Systems Analyst (Power Logic, Energy

Monitoring System))

Friday Staffing (Continental Auto)

(Jan. 2013 – March 2014)

Lab Technician / Morganton, NC

• Assist with Prototype Production of

Brake Parts

• Wet-Fill Brake Units

• Control Inventory for my Area

• Convert Parts in Compliance with

Customer Needs

• Maintain Tools and Equipment (in the

Prototype Area)

Reason for Leaving: Contract Ended

The Salvation Army

(November 2012-December 2012)

Assistant Kettle Coordinator/ Boone NC

• Schedule Bell Ringers for Locations

• Keep Time Records

• Assist with Financial Processes

Reason for leaving: Seasonal Position

Lowe’s Corporation (CITP)

(April 2011 – June 2012)

IT Contractor / Wilkesboro, NC

• Telephone Support for Corporate

Users

• Maintained Detailed Documentation on

All Service Calls

• Remote Access Configuration and

Troubleshooting (VPN)

• Remote Software Installation,

Configuration and Troubleshooting

• Microsoft Office 2002 - 2007

• Remote Hardware Diagnostics

• Telephone Support (Blackberry and

iPhone)

• Call Evaluation and Escalation to

Varies Support Groups

• Loweslink Helpdesk (External Vendor

Support)

Reason for leaving: Contract ended.

Shore Health System /UMMS

(Jan-2001 – Nov-2010)

Senior Desktop Analyst / Easton, MD

• Computer Hardware Setup,

Deployment and Troubleshooting

(Hands-on and Remote)

• Computer Software Installation.

Configuration and Troubleshooting

(Hands-on and Remote)

• Printer and Copier Deployment, Repair

• Microsoft Office Troubleshooter and

Trainer

• 3rd Party Software Troubleshooter

• Evaluate and Recommend Hardware

and Software to Meet Company Needs

• Procurement Specialist (CDW, Dell,

HP, SHI)

• Vendor Certified for Expediting Service

Calls

• Participated in Several IT Steering

Committees (Local and Remote)

• Directed Multiple Projects for

Construction and Reconstruction

Within Facilities

• Active Directory Account Administration

• Server Administration and Back-Up

(Novell and Windows 2000)

• Thin Client Administration and

Troubleshooting (Unix)

• Created and Presented Annual

Education Material for Company

Compliance

• Inventory Control

• Department Liaison

• Firewall knowledge Including Cisco,

Windows, and Various Personal

Firewalls.

Reason for leaving: Relocated to North

Carolina

Chesapeake College

(Jan-2001 – Dec- 2010)

Adjunct Faculty / Wye Mills, MD

• Instructed Students in the Following

Credit Courses: Microsoft Office (2000

– 2007), Microsoft Workstation (2000,

XP, 2007), Microsoft Server 2000,

CompTIA A+ (hardware and software),

CompTIA Network+, CompTIA Linux+,

Computer Customer Support

• Designed Course Syllabi and Other

Coursework

• Provide Testing and Grading of

Examinations

• Worked With in the Angel Program to

Communicate with Students and

Advisers to Ensure Student Activities

were Up-to-Date.

Reason for leaving: Relocated to North

Carolina

Delmarva Foundation for Medical Care

(Oct-1997 – Jan-2000)

Network Specialist /Easton, MD

• Responsible for All Hardware (Servers,

Desktops, and Laptops) and Software

Associated with the SPDS

Governments Contracts

• Worked within SDPS Government

Guidelines

• Configured and Maintained Systems

Backup

• Instructed End-Users in the Use of

Laptop Computers and the Software

Packages Required.

Reason for leaving: Career Advancement at

Shore Health System

Additional professional activities

Skills

• Microsoft Certified Desktop Support

Technician (MCDST)

• CompTIA A+ Certified

• Industrial Wastewater Licenses

(Maryland)

Objective

I am energetic, enthusiastic, and dedicated. I have 18

years of experience in the computer field. I have

taught Computer Science at a Community College in

Maryland for a variety of people of all ages and skill

levels. I enjoy learning and helping others to

understand computers. I am focused yet open-

minded and I work to use my skills to advance my

knowledge. In working with various companies I

have developed exceptional Customer Service and

Managerial Skills.

“I am seeking a full time position, not a contract

position.”

References:

Captain Michael Harris

( Commanding Officer) The Salvation Army, Hickory, NC

**************@***.*************.*** 828-***-****

Paris Haynes

Production Coordinator Morganton, NC

*****.******@************-***********.*** 828-***-****

Mary Ann Schultz

Desktop Analyst Easton, MD

********@***********.*** 410-***-**** ext 5506

Contact this candidate