Customer Service Engineer

CARL WILLIAMS

**** ********** ***** ● Ellenwood, GA 30294

404-***-**** ● ********@*****.***

SUMMARY SKILLS & QUALIFICATIONS:

Highly motivated, proactive CIS professional with extensive computer experience as Lead Field

Engineer. Expertise in providing mobile site support. Extensive supervisory experience of engineering

staff to ensure proper service delivery. Troubleshooting and analytical skill demonstrated for repair of

hardware equipment and product failures. Skilled in installing, configuring, and maintaining complex

networks within short timelines. Exceeded customer satisfaction standards thereby ensuring achievement

of company goals.

KEY STRENGTHS &

CERTIFICATIONS

Hardware ● Network Administration ● Systems Administration ● Systems Management and Integration

A+ Certified ● Network+ Certified ● Cisco (CCNA) Certified Cisco Routers, Switches, and Hubs ●

Large System Mainframe CPU’s, Storage, Tape, and Network Devices

Customer Service ● Teamwork ● Problem Solving

PROFESSIONAL EXPERIENCE

IBM, ATLANTA, GA 2010-PRESENT

CLIENT ADVOCATE

Single point of contact for the management of service delivery for one or more assigned client(s). Represents

clients on all matters regarding the management and delivery of maintenance and services under a Managed

Maintenance Solutions (MMS) Statement of Work (SOW) or equivalent

• Provided analytical support necessary to develop and implement plans and solutions to address client

requirements in resolution of problems.

• Demonstrated comprehensive understanding of technical support strategies, particularly as it relates to base

and enhanced support services.

• Responsible for managing the maintenance/services contracts with customers including: standardized

delivery processes and communicates to the perform team(s); develops, delivers, and analyzes technical

reports; proactively addresses and corrects problems related to service delivery; represents technical client

at appropriate meetings; escalates service delivery issues to the performance team(s) and to higher

management for resolution; takes the lead in resolution of maintenance and services billing issues; tracks,

evaluates, and recommends actions to improve contract profitability; and works as a member of the

account team to achieve account goals and objectives.

• Provides technical advice to project managers and team leaders, as well as, gives technical direction to

team members including subcontractors, or client personnel. Assists in the balancing of technical work

assignments with account team members' technical skills. Provides technical guidance to newer or less

experienced team members. Assists in signature selling methodology (SSM) enabling on-demand

generation and implementation of maintenance and services for assigned clients.

• Participates in, and/or is responsible for the creation, harvesting, protection, and reuse of clients

intellectual capital. Actively participates in knowledge sharing activities like communities of practice,

forums, conferences and/or other knowledge exchanges.

IBM, ATLANTA, GA, 1984 – 2010

ACCOUNT SYSTEMS SERVICE REPRESENTATIVE (SSR)

Lead Field Engineer for overall customer care and satisfaction in a Multiple Virtual Storage (MVS) and

Transaction Processing Facility (TPF) travel technology environment. Ensure in time service delivery by

working with engineering staff. Identify improvement needs and implement appropriate solutions.

Identify and remediate inefficient practices. Supervise hardware installation activities. Communicate with

staff to provide feedback and encouragement. Prepare project component reports. Provide support under

deadline pressure.

• Assigned to multiple Fortune 500 company accounts.

• Plan, install, service, and relocate all computer hardware

• Provide onsite hardware maintenance service

• Manage onsite parts inventory

• Provide strong customer service through hardware and software problem resolution and escalation

• Schedule and conduct preventive and predictive maintenance

• Primary technical management interface to customers for issues related to hardware support, software

support assistance, and delivery of operational services as required.

• Work independently and accountable for client satisfaction with the selection, management and

delivery of hardware and software maintenance and operations support services.

• Responsible for developing positive relationships with customer management and staff, and delivers a

high level of overall customer satisfaction in assigned accounts.

1977-1984 (US Army)

82nd Aviation Battion

AH1G Cobra Helicopter Crew Chief

• Preformed scheduled and unscheduled maintenance on all aircraft in the fleet to include; turbine engine,

hydraulic pneumatic, electrical, and airframe repair and troubleshooting.

• Performed scheduled inspections, safety practices and procedures.

• Use forms and records and applied technical manuals and other applicable publications to include Unit

Level Logistics System - Aviation (ULLS-A) training

ADDITIONAL EXPERIENCE:

• Account Customer Engineer for the Federal Reserve Bank assigned to The Atlanta Journal-

Constitution. Provided hardware and software support in an MVS environment.

• Account Field Engineer for Norfolk Southern Corp. Tracked hardware and software issues.

Scheduled and installed Engineer changes and upgrades.

EDUCATION

Shorter University

Bachelor of Science, Business Management

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COMMUNITY INVOLVEMENT

IBM Volunteer Programs

Community Mentoring Programs

REFERENCES

Available Upon Request

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