Customer Service Support
Resume:
Winston K. Hearring
Technical Support / Customer Service
Austin, TX 78750
C: 209-***-****
E-mail: *********@*****.***
OBJECTIVE:
System Administrator / Network Engineer.
TECHNICAL SKILLS:
OPERATING SYSTEMS / NETWORKING:
Windows Server 2003 & 2008, Windows 7 / TCP/IP, DHCP, LAN, WAN, DNS
HARDWARE SYSTEM:
Dell Latitude Notebooks, Cisco Router, HP Elitebook, Xerox Printers,
Toshiba Tecra R850.
SOFTWARE:
Microsoft Outlook 2007 & 2010, Juniper VPN Client, Citrix Client, Cisco VPN
Client, IBM Lotus Notes 7, Active Directory 6.1
CERTIFICATION:
CompTIA A + Certified, April 2009
EXPERIENCE:
CGI Federal, Inc. - Help Desk / Administrative Support - September 2012 -
February 2014
. Documenting, tracking, and monitoring troubleshooting tickets through
Track-it ticketing system.
. Provided level 1 end user support using the remote control tool
called Window assistant (particularly with MS Office 2010 software
application).
. Modified, unlocked, & reset users domain accounts using the active
directory tool.
. Perform SOPHOS challenges response when user gets locked out of their
encrypted machine.
Jacobs Technology, - LAN / Desktop Support Tier 2 Contractor (National
Institute of Heath) - January 2012 - September 2012
. Provide users access to different share drives / folders, e-mail
accounts, and mailbox groups using the NIH active directory tool.
. Remote into Windows server 2008 to create and manage domain network
accounts.
. Manage about 20 to 30 trouble tickets daily using Remedy ticket
system.
. Deploy blackberries, laptops and other mobile devices upon the user
request.
. Modified, create, and move computer names into the proper OU group.
. Manage domain group policies using the Group Policy Management Console
on Windows server 2008.
Insight Global, - PC Technician / Desktop Support Tier 2 & 3 Contractor
(Verizon) - January 2009 - January 2012
. Troubleshoot and configure desktops and laptops for 1200 + users at the
Verizon site using Safe Guard Encryption PE disc.
. Configure and support customer remote access including VPN client.
. Provide quick and friendly support for Microsoft Outlook 2007 & 2010 e-
mail applications as well as IBM Lotus Notes 7.
. Manage maintenance tickets through a ticketing system called Chips.
. Re-Image / deploy / Upgrade Verizon computers to Windows 7 using the
software called Isys.
Tek Systems, - PC Technician / Helpdesk Support, Contractor
(AT&T) -- April 2008 - September 2008
. Loaded the invoices using SQL Plus then converted them into MS Word
format.
. Stored information into the company's electronic database (Alchemy
Server)
. Participated in the Xerox refresh project which refreshes about 245 +
printers at the AT&T site.
. Installed, configured, and mapped the Xerox printers to the user's
computers by using a printer queue and TCP/IP configuration.
IKON Office Solutions, Inc. - Service Support Representative,
January 2007 - April 2008
. Assisted in delivering documents to the clients promptly and safely by
using the company's vehicle.
. Scan documents into PDF & TIFF files by using the company's scanner
and load the files onto a DVD\ CD
. Organized and maintained client files.
Document Technologies, Inc. - Customer Service
Representative, June 2006 - December 2006
. Delivered and picked up copy jobs from the clients. (i.e., Lawyers,
Business Executives, Corporation, etc.)
. Prepared job tickets for the customers.
. Assisted the production department with certain tasks and projects
(i.e., Copied, faxed, filed and scanned documents as needed).
Office Depot Inc. - Customer Support Manager, May 2001 - April 2006
. Provided storewide customer service support (e.g. sales, warranty,
financing, delivery, etc.)
. Managed inventory including: receiving, storing and displaying
merchandise.
. Supervised 15 to 20 employees according to the schedules.
EDUCATION:
Bachelors of Science, Management Information System, May 2003
Virginia Union University, Richmond, VA
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