Customer Service Engineer

Michael J. Vernon

**** **** ** *** *** Urbandale IA 50322

515-***-**** Cell Phone

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

Vocational Objective:

I am looking for a secure long-term, full time position with a reputable organization. Where I can grow,

share my 20 years of customer service knowledge, along with hardware, software and networking

experience.

Military Experience

Army Oct 1989 – June 1992

Honorable Discharge

Educational Background:

El Dorado Adult School - High School Diploma

Sierra High Tech Fair Oaks California – 1996 Certificate in Computer Hardware

Certificate – Microsoft Certified system Engineer NT40 – 2000

A+ Certification

HP Certified Learner ID PL71616859

DELL Certified

Work History:

TekSystems-Des Moines IA Sept 2013 – Oct 2013

Job Title: Desktop Support Tech

Job Duties: Update computers in Hospital to meet the new requirements, Virus Scan, Desktop Clean up,

Install software from server to client, map network printers, test all hardware attached to the computer

such as a Bar Code reader.

TekSystems-Des Moines IA Aug 2013 – Sept 2013

Job Title: Help Desk Tech

Job Duties: Reset passwords for multiple sessions and applications. Remote trouble shooting,

application support for in house applications as well as Office Suite. Outlook support, Mainframe support

to unlock accounts or suspended accounts.

Insight Global – Sacramento CA Sept 2012 – Nov 2012

Job Title: Desktop Support Tech

Job Duties: Travel to BofA branches, repair damaged hardware, troubleshoot printers, laptops, desktop.

Reimage hard drives with updated versions of OS, order parts, replace hardware. Install printer

maintenance kits, Troubleshoot Windows XP and Windows 7. Windows server hardware replacement,

Remote connect to HP for weekly meetings.

Teksystem – Sacramento CA July 2012 – Sept 2012

Job Title: Help Desk Support

Job Duties: Answer inbound calls, customer call backs, Troubleshoot Windows XP and Windows 7,

connect mobile devices such as Blackberry’s and I-phones, reset MIFI devices, troubleshoot network

connection issues, reset passwords for Windows XP, Windows 7 and Database passwords. Use Share

Point knowledgebase and resources to find solutions to issues.

Stephanini- Ankeny Iowa March 2012 – May 2012

Job Title: John Deere Deskside Technician

Job Duties: Desktop Support, Customer service, Configure hardware and software including MC9000

series Scan Guns and HP Printers. Windows 7, Windows XP troubleshooting. Breakfix of applications

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MS and in house. Ticket tracking, inventory and parts ordering. Reimaging drives, wiping drives and

loading drivers for all hardware desktop and laptops. Roll out of new workstations, laptops and LCD’s.

Pomeroy – Urbandale Iowa Dec 14, 2010 – March 17, 2012

Job title: Mid American Break Fix Tech

Job Duties: Desktop and Phone support for all hardware/software issues, Work with Network/Server

team to troubleshoot connectivity issues on PC’s and printers. Installing software/hardware,

Troubleshoot, Using WIN XP, WIN Vista and WIN 7 OS, Order and Repair HP warranty parts, Inventory

all assets, Assyst ticket tracking system. Troubleshoot, Order and Repair HP printers.

Robert Half - Contract at Geo Learning - Des Moines Iowa March 2010 – August 2010

Job title: Customer Service

Job Duties: Help desk support for multiple clients. Resetting account passwords, troubleshooting

customer issues on web based registration.

Iowa Hospice - Johnston, Iowa November 2008 – August 2009

Job title: Network Engineer

Job duties: Desk side support for all hardware issues. Used Active Directory for user account issues.

Worked with 3rd party vendors such as Mediacom and Cisco for network trouble shooting issues for 14

offices in Iowa. I performed desk side and remote support for Windows XP issues along with hardware

troubleshooting across multiple platforms.

Manpower – Contract at Syngenta Seeds Ames Iowa December 2007 – February 2008

Job title: Desk side support

Job Duties: Troubleshooting all hardware and software issues, basic networking, troubleshooting and

repair. Base building new laptops for Vista roll out. Replacing hardware parts as needed to make old

laptops Vista compatible.

Technisource – Contract at Aviva Des Moines, Iowa August 2007 – December 2007

Job Title: Help Desk – Remote Support

Job Duties: Taking in bound calls for software and hardware support. Used Remedy to record all calls.

We used multiple platforms, Windows 2000 to Windows XP. Active Directory was used for user account

issues. Supported 3270 Emulators via remote support.

Technisource - Contract at Wells Fargo, Des Moines, Iowa July, 2007 – August 2007

Job title: Help Desk

Job duties: Handled incoming calls for internal clients. Processed order requests and troubleshooting

hardware, network, PC and software installs. Used Remedy for ticket tracking purposes.

Technisource – Contract at Meredith Corp, Des Moines, Iowa June 2007 – July 2007

Job title: Human Resource System Consultant

Job duties: Point of contact to over 3,000 employees in learning how to use an application named

Success Factors, with an 83% success rate. Provided training via WebEx and 24/7 in one-on-one

sessions. Created informational documents and posted them on the HR website. Used data to give

reports to various VPs in three departments. Secondary responsibility was to edit and maintain the two

HR websites using FrontPage 2003 and Share Point.

Advanced Network Technologies, Des Moines, Iowa May 2007 – June 2007

Job title: Network Engineer

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Job duties: Traveled to client sites to perform various tasks, including network monitoring,

troubleshooting, updating software and hardware. Some work was performed remotely using RDP. Set

up and upgraded Veritas backups. Performed some server maintenance and IE Windows updates.

Created Active Directory user mail accounts. Performed firewall maintenance. Imaged laptops/desktops

that were ordered/ added software as needed. Worked with 3rd party vendors to resolve connectivity

issues.

Computility/Alliance, Des Moines, Iowa March 2006 – May 2007

Job title: Field Engineering Manager/System Administrator 2

Job duties: Performed customer service. Made sure Level of Service standards were met. Followed up

after resolution with client to ensure proper customer service was given. Reviewed tickets created by

Help Desk techs to ensure tickets were filled out correctly and that the information accurately reflected

the issue reported. Checked that proper troubleshooting was done before escalation. Maintained

employee files for performance reviews. Coordinated with Field Engineering Manager for process

improvements. Purchased equipment, storage and software. Performed online backup training with

clients. Performed resource management. Performed end of month billing for clients. Performed

Escalation of customer issues as needed. Created web based knowledge base for Help Desk

technicians.

TekSystem, Rancho Cordova, California May 2004 – August 2004

Job title: Lead rollout for Child Welfare Services (CWS)/CMS

Job duties: Managed four people. Helped create the image used for the rollout. Configured the

CWS/CMS application and 3270 emulators. Installed and imaged all laptops/desktops, Performed

troubleshooting on any unseen software, hardware and network issues as they arose. Configured email

(Outlook). Reported to supervisors and communicated with each site contact to ensure a smooth rollout

for 2000.

Intel, Folsom, California August 2000 – September 2002

Job title: Client Engineer

Job duties: Evaluated and engineered a design for all laptops/desktops that were replaced or integrated

into the Intel network. Performed heavy communication via meetings with third party vendors, as well

as internal customers, to plan and implement platforms and required training. Provided

software/hardware upgrades and training to new personnel. I am responsible for the software/hardware

compatibility with all platforms being used during each rollout. Created design reviews and process flow

documents per project specs. Assisted the remote access and server teams as needed, including

troubleshooting and isolation of hardware or software issues. Coordinated with client technical support

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teams and management to ensure a smooth transition from the current architecture to the Intel network

architecture.

Contract OTS, Latrobe, California June 1999 – August 2000

Job title: Systems Administrator

Job duties: Administrator for 1,000 plus users, desk side service, Help Desk. Created new user

accounts, established rights and permissions. On the Windows 2000 team, implemented and tested all

aspects of compatibility of hardware/software. Utilized Remedy tracking software to ensure client

satisfaction. I interviewed, hired and trained incoming technicians to our department.

EDS, Rancho Cordova, California March 1997 – May 1999

Job title: Systems Administrator

Job duties: Supported 150 plus users on a single domain. Created user groups, granted rights and

permissions using Active Directory. I was the point of contact for any LAN, printer and system issues in

the company. I organized and performed a 150 NT system rollout. Set up new systems and configured

for network connectivity. Performed internet configuration and application support, worked with outside

vendors to replace parts and service company systems. Set up and assisted in wire management,

installed and configured server side applications, tape backup, using Arcserv.

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