Customer Service Engineer
Resume:
Glesford J Christie
Decatur, GA 30034
******@*****.***
Seeking a position as a Desktop Support Specialist at a growing organization where excellent hardware and software
skills can be fully utilized to maximize the end user satisfaction.
SUMMARY OF QUALIFICATIONS
•10+ years of extensive experience in supporting computers and networks
• A+, Network + and BSEE degree
• Highly skilled in troubleshooting hardware, software, LAN, WAN and operating system issues
• In-depth knowledge of branded and non-branded PCs, laser printers, laptops, and peripherals and bar-code scanners
• Hands-on experience in hardware repairs such as video cards, motherboards, and hard drives in addition to a number of
software programs
DESKTOP SUPPORT SKILLS
• Demonstrated ability to provide user support by means of remote access tools
• Proven skills in Windows 7, Microsoft Office 2007/2010 and Antivirus software
• Able to configure and use Microsoft Enterprise, Active Directory and IBM Lotus Notes
• Documented success in responding all inquiries and tickets in a timely manner
SELECTED ACCOMPLISHMENTS
• Reorganized help desk procedures, shortening response time from 30 to 15 minutes
• Received award to excellent customer service and shortest hold times
• Contributed to training manual for other techs by learning the essential steps to help our customer faster.
PROFESSIONAL EXPERIENCE
Contractor – PC Technician – Randstad Technologies/Cloud Support 7/2014 – 8/2014
• PC Field Technician – Visited local Montessori International Schools and installed Panorama9, Screen Connect,
and Webroot secure-anywhere software on over 30 PCs, MACs, and Linux computers. Performed Inventory of all
Systems and documented with excel spreadsheets.
Contractor – Field Service Engineer - Pinnacle/ Unisys/Dell Computers 1/2014 – 04/2014
• IT Support/Repair – Field Service Tech for Dell Computers Repair Dell Computers including, Optiplex, XPS,
Latitude Laptops and Desktops, throughout the Atlanta Metro Area Certified in over 23 Dell Tech Certifications
Responsible for taking repair calls at various locations in a timely manner.
Contractor -- Network Operations Tech (NOC) – Cor-Tech 10/2013 - 12/2013
• Troubleshooted and monitor CISCO Routers, HP Switches, Unix servers, and Windows servers Knowledge of OSI
Model, Switching, Routing, Wireless LAN, Access Points, AS400,and PeopleSoft.
• Took the necessary actions to stabilize failover network and/or application to normalize the conditions Performed
daily operational procedures to maintain 24x7 environment service levels.
• Responded to internal and external customer support and interacts with vendors to resolve issues Knowledge and
basic understanding of WAN/LAN networks, routing fundamentals, and transmission principles.
Volunteer work -- IT Security Network Tech -- Gwinnett County/IT Department 12/2012 – 08/2013
• Experience in the installation, maintenance, administration and support of wired and wireless WAN/LAN
infrastructure.
• Analyzed reports from the IPS (firewall); Assisted in the install of Cisco switching in County gov’t network
locations.
• Determined the top 10 attacks for the week using daily reports and produce bar graph.
• Researched the type of threat and perform trace route to determine source IP address.
Volunteer work -- Computer Technical Assistant -- TechBridge 09/2010 - 09/2011
• TechBridge is a nonprofit that helps other nonprofits use technology to help disadvantage people do more I
volunteered at Atlanta Union Mission as a part of TechBridge to help underprivileged workers use computers
provided to us by a corporate. company to help others prepare resumes and gave assistance on looking good on
paper.
• I volunteered at Atlanta Union Mission as a part of TechBridge to help underprivileged workers use computers
provided to us by a corporate companies to help others prepare resumes and gave assistance on finding a job.
Website Network Technician -- Self Employed -- GMS Marketing 09/2011 – 12/2012
• Created, developed and managed content for organization’s web presence.
• Registered Domain Names and Pointed Website to Name Servers.
• Copy edited and proofread all web content Assured web-based information is archived for future needs and
reference.
• Tracked and reported on all site metrics Uploaded and installed plugins and themes for word press sites.
Network Fraud Technician -- Verizon Wireless 07/2006 - 8/2010
• Performed fraud task including reviewing alarms analyzing and terminating fraudulent activity using Fraud
Plus,
• MTAS, MARS, and ACSS Troubleshoot and fix cell phone problems utilizing Manual and Over-the-Air-Programming.
• Utilized network switches and routers to solve customer issues in a call center environment.
• Utilized Excel, Microsoft 2007, and MS Outlook in completing business correspondence and writings.
System Sales Engineer -- International Card Services 11/2004 –
5/2006
• Troubleshot Desktop hardware and software problems.
• Used JDE software to updated records.
• Implemented and processed documents in databases.
• Utilized Mysql to create databases.
• Used excel spreadsheet to filter and update tax exempt statuses.
• Responsible for visiting area businesses and setting them up with credit cards processing.
System Administrator/Network Engineer -- Anwan Wellness Medical Center 02/2004 –
11/2004
• System Administrator for Wellness Center.
• Setup and maintained accounts and maintained the network systems.
• Repaired hardware failure, monitor system performance.
• Experience with LAN configuration.
• Created file systems.
• Installed software.
• Managed Employees.
US Government : Defense Communications Agency, US NAVAL Communications, Viatech Co
DEGREE/CERTIFICATIONS & EXPERTISE
Degree: Bachelor of Science in Electronics Engineering
Graduated from the University of the District of Columbia, Washington, DC 20009
Completed : Advance Technology Group for CompTIA A+ and N+ Certifications
Current Pursing: CCNA and CompTIASecurity + Certifications
Hardware: Catalyst Switches, Cisco Router, NAM, Dell PCs, Laptops, UPS, Wireless,,NICs, Wifi, Bluetooth,
Software: Cisco IOS, Remedy ticketing system, Visio, Wire shark, Syslog, Cisco Call Manager, VPN, Windows Server,
MS Office
Network Protocols: TCP/IP, IP, UDP, IPv4, MPLS, SSH, PPP, FTP, SMTP, HTTP, SNMP, ARP, DNS, DHCP, RIP, EIGRP,
OSPF, BGP, IPSEC, QoS, VLANs, Ethernet, and Frame Relay Circuits wwwlinkedincom/in/glesfordchristie/
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