Customer Service Manager
Resume:
Andre M. Johnson
Detroit, MI *8205
OBJECTIVE:
To continue my career development in Network Administration and
Telecommunication, with an organization offering professional advancement
and growth opportunities.
EMPLOYMENT HISTORY:
Children's Center of Wayne County
Network Administrator 11/2005 - Present
Responsible for all Telecom, network and hardware support, PC installation
and configuration
Implement and maintain PC's, Server and Cisco VoIP phone system to all end
users.
Trained users on software application and phone system. Support Blackberry
Server for mobile device. Configured and maintained win 2008 Active
Directory, wireless Cisco router 1231 802.11b, Blackberry, Cisco switch
3750POE, ASA5510, Juniper, Exchange 2007, SharePoint, Offie365, Solarwinds
Track it-helpdesk. Create agent ID's. Create phone profiles. Set phones up.
Assign DN numbers to phones. Add new area codes to phone systems. Build
analog lines and new CDN's. Programmed over 200 phones and users profiles
and voicemail boxes, within Call manger and Unity including ACD, DID ext
IVR. Normal day-to-day performance, monitoring, troubleshooting, mapping
drives, configuring printers, Citrix, ghost imaging computers, data backup,
clean viruses, servers maintenance and purchasing hardware, software and
creating user accounts.
Responsible for the installation, WSUS, SharePoint, Track it, Juniper (SSH
vpn), Brivo (Door access), troubleshooting, repair and maintenance of
Telecommunications equipment. Performs necessary programming to provide ACD
routing of toll free services, this would include the interface to IVR
equipment.
Tech Team (Ford Motor Company)
Support Analyst 10/2005- 11/2005
My job responsibilities include assisting Ford Financial employees,
external/internal suppliers, North America and dealerships with various
issues on the Windows98/2000/XP operating systems as well as warm
transferring our customers to our outside vendor support groups including:
Dell, Lexmark, ADP, Reynolds & Reynolds and UCS and escalating issues to
the appropriate second level support groups. My duties also include
assisting Ford, Primus and Volvo dealerships with connectivity and password
issues in the Credit net II and Credit web environment. I also assist with
mentoring employees who are new to the Ford Financial helpdesk.
Responsible for performing password resets in CSI, SFR, Imagenet, Debt
Manager, Mobius, CTIS PAC, P-Synch, Racf Password Admin WERS, CMMS, SECURI-
ID, RACF, Alltel, Fastdata, FOCUS, ipass / vpn install & configuration,
secured pin set, Dealer Loan, E-customer care, dealer systems such as
Creditnet II. Mainframe (ims and tso) resets and many more. Support over
5,000 application for North America and ford Credit required training
coursing that enhances our customer service skills when handling a range of
different types of customers from assertive/impatient to passive/satisfied
customers. We are required to be able to effectively and cordially handle
each call professionally. We also have weekly Jeopardy questions which are
structured to maintain the analyst knowledge of Scope documentation, which
is used as one of the Ford Financial helpdesk tools in resolving customer's
problems effectively and efficiently.
ValueOptions
Network Administrator 04/2003 - 9/2005
Responsible for all network software and hardware support, PC installation,
configuration, and
Support. Implement and maintain PC's, Server and PBX phone system to all
end users. Training
User on software application. Use Rapport Server for PDA, scanner and
other mobile device. Configured and maintained the Active Directory,
wireless cisco router 1231 802.11b & g Blackberry PDA and Raid 5. Create
agent ID's. Create phone profiles. Set phones up. Assign DN numbers to
phones. Add new area codes to phone systems. Build analog lines and new
CDN's. Programmed over 200 phones and voicemail boxes, punching down phone
lines including ACD and IVR. Normal day-to-day performance, monitoring,
troubleshooting, mapping drives, configuring printers, Citrix, ghost
imaging computers, data backup, clean viruses, servers maintenance and
purchasing hardware, software and creating user accounts.
Responsible for the installation, SMS, Rapport server, troubleshooting,
repair and maintenance of Telecommunications equipment. Performs necessary
programming to provide ACD routing of toll free services, this would
include the interface to IVR equipment.
City of Detroit
Help Desk Support/PC Technician 01/1999 - 07/2002
Responsible for all network software and hardware support, answers
questions, diagnoses and provides assistance in resolving user's problem
with personal computers, voice and data communication. Function as a
liaison between vendors and various ITS support groups. Including normal
day-to-day performance, monitoring, troubleshooting, mapping drives,
configuring printers, ghost computers, data backup, clean viruses, user
connections and creating user accounts, maintain users in Oracle database
and reset Oracle passwords for users, NT domain administration, trained and
monitored all new employees on PHD and CA software, installed Windows NT
and 98 operating systems.
Manpower - Farmington, MI
Technician Support 07/2001 - 12/2001
I was assigned to Black Family Development and Visteon. My responsibilities
were to setup peer-to-peer networks, configure printers, create user
accounts, maintained the network that supported several software
applications and database the installation of Windows NT and 98 operating
systems.
Acxiom - Chicago, IL
Computer Operator 02/1996 - 09/1998
Worked in a goal-oriented environment as part of a team to satisfy tape
mounts, perform console operations run Jobs batch Promo Splits and maintain
service level goals within specific time constraints. PC skills included to
ability to utilize operator commands .using TMS, TSO and JCL.
OTHER EXPERIENCE:
Our Lady of the Gardens - Chicago, IL Computer Technician 07/1998 - 12/1998
UPS - Chicago, IL Loader 07/1997 - 07/1998
EDUCATION, LICENSES AND CERTIFICATES:
Olive Harvey College, IL Undergraduate Study - Major: Computer Information
Systems, Novell3.11.
Carver Area High School, IL Diploma - Major General Studies
Digitrain A+, MCP
SKILLS AND ABILITIES:
Operating systems: Windows NT, 2000/2003, servers, Windows 98, XP, 2000,
JCL and Novell
Hardware: IBM 300GL, PL, Compaq Deskpro 4000, IBM Mainframe 3980, Router
2600,2950, Cisco access point 1231
Software : Oracle database, Altiris, MS Access, MS Excel, WAN, LAN, MS
Word, Rapport, Corel Suite 8, GroupWise, Lotus Notes, Internet Explorer,
Citrix, Call Pilot, Otm, Symposium Express, PBX, Crystal 7.5 and Netscape
Navigator, Outlook, Check Point, Office XP,AD, Citrix and Lotus Notes
4.5/4.6/5.0, Netware, GroupWise and ZenWorks, SMS and Exchange
5.5/2000/2003,Outlook, lotus notes and Norton Anti-virus, Symantec Ghost,
PC Anywhere-Norton Personal Firewall, McAfee Anti-Virus McAfee GroupShield
6.0l Redhat and Border Manager Checkpoint and Java Console One,
PBX, VOIP, WIFI and Analog inbound and outbound LAN/WAN, Ethernet and Cat-5
Routers/Switches/Hubs, DNS/WINS, T1 and ISDN, DSL, DMZ and Proxy, VPN, VLAN
and Telnet
HTML and JavaScript, TCP/IP and DHCP,SMTP/MTA and POP3,IPX/SPX and FTP
DOS-Command Line.
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