Customer Service Representative
Resume:
[pic]
[pic] GEORGE LEONARD MANNING [pic]
Bronx, New York 10466
Phone 917-***-****
*********@***.***
SUMMARY OF QUALIFICATIONS:
** ***** ** ********** ** installation, instruction, configuration, and
maintenance of Computer Systems. ITIL Certified in IT Service Management
#GR750024001GM, Microsoft Certified Professional MCP #2406365, HDI
Certified Customer Service Representative #79357. Completed training
courses in Six Sigma, A+, MCSE, UNIX and Cisco CCNA
EXPERIENCE:
Enterprise Service Desk
NYC Health and Hospital Corporation, Central Office., New York, NY 5/2010
- present
Senior Systems Analyst, Chief Information Office onsite at Bellevue
Hospital
. Manager on Duty, providing supervisory coverage for shifts as needed.
. Tier 2 Service Desk support responsible for troubleshooting and
resolving complex technical application and hardware issues which are
escalated from Tier 1 Service desk staff
. Create and administer user and group accounts, printer queues and Windows
network security procedures as instructed. Understanding of Windows
Active Directory, Exchange, Citrix and remote tools SCCM/RAS.
. Perform Windows network troubleshooting to diagnose and resolve network
problems including connection issues where involves VOIP, TCP/IP, DNS,
SMTP, FTP, VPN, DHCP, and troubleshoot printer problems, driver issues
and others.
. I have installed and built Windows Server 2008 & 2012, SQL 2008 & 2012
and SharePoint 2010
. Monitoring Server health events with BMC Impact explorer SCOM, escalation
when necessary.
. SharePoint Server Site Collection Administrators for the Enterprise
Service Desk
. Maintain enterprise antivirus software including updates for servers and
workstations.
. Assist with network maintenance routines after-hours, monitor backups
. Performed day to day end user software, hardware, configuration and
upgrade support duties.
. Supported Blackberry, Android, I Pads, I Phone and Video Conferencing
devices
. Maintain up-to-date knowledge of IT systems and applications including
supporting Microsoft Windows 7 & 8 desktop and VDI Vmware environments,
MS Office suite and Internet technologies.
. Created documentation and assisted in maintaining an up-to-date knowledge
Base
. Experienced with Remedy incident management tools to track and ensure
problems are resolved in a timely manner
. On-Call 24x7 President-Tech Support - 1 of 5 members of the team that
support HHC's top Executives.
. I have a very high level of common sense
. I can discuss technical issues with anyone at any level, go-to person for
technical questions
. Enhances the effectiveness of our team by sharing my expertise on issues
or questions that arise
. Handles every technical challenge skillfully, thoroughly and effectively
with or without supervision.
. I have the ability to contribute regardless of the volume of work
. Strong end-user and clinical liaison skills working with clinician staff
including; physicians, nurses, patient service representatives, and also
practice managers.
. I am thorough, organized, and able to manage time effectively in a
challenging environment.
CTI TEKsource on site at ST. Luke's-Roosevelt Hospital., New York, NY
10/2009-4/2010
Desktop Support Technician
. Performed day to day end user software and hardware support duties for
Microsoft Windows, UNIX, and Novell and Blackberry environment.
. Supported Active Directory and MS Outlook Exchange Migration from
Novell/GroupWise.
. Updated desktop to latest build version by imaging desktops.
. Installed revisions to system software by applying patches, upgrades and
updates.
. Installed and configure hardware, software and device drivers.
Citi Medical of Canarsie., Brooklyn, NY 5/2006-10/2009
System Administrator/Desktop Support
. Installed, configured and maintained Windows Server 2003/File Server,
PCs and Printers.
. Managed host security, file permissions, backups and disaster recovery
plans.
. Responsible for installing, maintaining and upgrading of their systems
infrastructure
. Performed day to day Server and Desktop software and hardware support
duties.
Siemens Business Services on site at Morgan Stanley., New York, NY 1/2000-
4/2006
Technology Relationship Desktop Manager Fixed Income & Commodities
. Managed floor support Fixed Income & Commodities for Morgan
Stanley at 1 New York Plaza/1633 Broadway
. 3rd level application support working with floor support, application
developers and venders. Establishing points of contact and leveraging
existing knowledge, tools and equipment to complete the task.
. Managed and supported three offsite branch locations. Harborside
NJ, Princeton NJ & Baltimore
. Worked with application developers and venders to test and build
structured scripts modules.
. Trained offsite global help desk agents on in-house developed Fixed
Income & Commodities business unit specific application, work flows
and trade life & settlements on PC and UNIX.
. Worked with administration to understand customer requirements and
follow through to ensure client satisfaction by assisting,
anticipating and planning business unit's technology needs thru
application support/maintenance.
Desktop Support Trading Floor - (IMAC) Installs, Moves and Changes
. Supported market data application on the Equity Trading Floor,
Bloomberg & Thompson Reuters
. 2nd level support performed day to day end user software and hardware
support duties in a fast paced work environment.
. Supported Blackberry, Windows and Linux PCs, market data
terminals, Sun ultra sparc.
. Installed new PCs and Sun equipment as well as reinstallation of
existing equipment, includes installation of both hardware and
software.
. De-installation and maintenance of PC and Sun inventory. As
workstations are de-installed, they are to be reconfigured to a base
configuration for reuse when required.
. Call Management, Maintained my queue and keep management informed of
any problems and escalates issues where appropriate.
Helpdesk Analyst
. 1st level phone support, performed day to day helpdesk
support duties.
. Opening trouble tickets, diagnosing problem and escalates issues where
appropriate.
. Using remote desktop to connect to clients PC to troubleshoot and
resolve issues.
. Password resets and creating accounts for various applications.
. Creating and giving permission to network shares and folder access.
. Ensured tickets have timely updates and accurately describe the work
being performed.
. Ensured tickets are closed correctly and promptly.
Global Information Services., New York, NY 9/1999-1/2000
Team Leader, Desktop Support Technician
( Performed a nation wide desktop standardization of over 1000 PC's for
Insignia /ESG.
( Provided floor and help desk support via phone for over 1000
end-users.
. Trained end-users on new software and mail services.
( Responsible for backing user data form old system and restoring
data to new system.
( Upgraded hardware and software for year 2000 compliance.
Alternative Resources Corp., New York, NY 6/1999- 9/1999
Computer Consultant, Trainer
. Installing Cisco Router, Cisco Switch, computers workstation, HP
printers, tape backup and UPS as a representative of Hewlett Packard
at various FTD florist locations.
. Configured RAS connection to add each location to the domain, FTD.com
online.
. Configured and trained end-users on running daily backups and mail
services.
Xincon Technology Inc., New York, NY 4/1999 - 9/1999
Computer Consultant, Instructor
( Instructor for NT 4.0 Server and Workstation Labs.
. Assembled and configured test labs for PC Workstation, Server network
and Routers.
. Helped maintain three NT labs, two Cisco labs and One UNIX lab.
. Prepared training materials for hands on projects.
( Built, troubleshoot and repair computer hardware/software.
( Develop network and hardware requirements and specifications for
Cisco routers, 4000 and 2500 series.
( Troubleshoot various network topologies, hubs, repeaters, routers,
etc.
EDUCATION:
Xincon Technology School, New York, New York
A+, MCSE, UNIX and Cisco CCNA
Westchester Community College, Valhalla, New York
Computer Science, 98.5 earned credits
Contact this candidate