Customer Service Technical Support

Malcolm Germaine Cole

**** **** ********* ***** ***#103

Memphis, Tennessee 38125

Mobile: 901-***-****

Email: ***********@***.***

Dedicated and quality-minded engineering technician in pursuit of a challenging and interesting

opportunity to demonstrate technical leadership, customer focused service,

computer programming skills through teamwork and positive interaction within a

progressive organization.

Employment:

Memphis City Schools

Memphis, Tennessee

System Administrator February 2012 to present

The essential function of the position within the organization is to provide information systems

support, training and assistance for the District’s Information Technology Department. The position is

responsible for maintaining and troubleshooting information systems District-wide, providing user

support, and performing related work as assigned. The position works under general supervision

independently developing work methods and sequences. Installs, configures, tests, manages, monitors and

supports various computer applications and systems. Monitors system operations to ensure uninterrupted

service. Takes steps necessary to ensure system security and data integrity; implements emergency

procedures in the event of power failures or major system/network failures. Receives and responds

promptly and professionally to customer service requests; provides assistance and support as needed.

Provides technical guidance and assistance to computer operators and others as needed. Assesses

computer software problems and performs and/or makes arrangements for necessary adjustments or repair

work; works with service representatives to resolve hardware and software problems. Keeps abreast of

new and emerging technologies of potential benefit to District operations and programs; may assist in

selecting new systems and equipment. Enters and retrieves computer data; proofreads data entries for

accuracy and completeness; assists in analyzing data; downloads data for, generates and disseminates

computer reports as requested. Completes special projects as assigned. Receives and responds to

inquiries, concerns and complaints in areas of responsibility. Performs general office work as required,

including preparing reports and records, copying and filing documents, receiving and responding to faxes

and e-mails, answering the telephone, ordering and stocking supplies. Attends training, seminars and

meetings as necessary to maintain and enhance job knowledge and skills.

Memphis City Schools May 2008 to February 2012

Memphis, Tennessee

School Technical Specialist I

Provide technical support to customers in the schools. Supports hardware and networking

equipment both administrative and classroom. Perform troubleshooting, problem determination and

resolution. Adheres to District standards and procedures relating to computer hardware, software, and

vendor agreements. Escalates unresolved problems to appropriate personnel. Analyze problems and make

appropriate recommendations for upgrades, repairs, replacement, etc. Perform maintenance upgrades as

necessary to ensure currency. Identify recurrent problems and assist customers in resolution. Prepare

computers for designated employees, load appropriate software and operating systems. Follows

established security procedures. Implements ideas for improved effciency and effectiveness.

Newegg.com August 2007 to May 2008

Memphis, Tennessee

IT Desktop Technician

Responsible for configuring and applying applications to PDA’s. Also troubleshooting printer

issues, PC hardware and software issues, setting up emails and personal folders using Microsoft Outlook.

Monitoring and setting up PC on the wireless network. Responsible for setting users in the Active

Directory as far as resetting users account, disable accounts, and resetting passwords. Also responsible for

troubleshooting pick-to-lite system as far as resetting or replacing modules in the pick-to-lite system.

Duties also consists of configuring and installing server applications as far as rebooting the servers. Also

to configure the ports and switches for network connections as far as setting up Cisco Phones

configurations. Also setting up WMS and SoProcess software for users on their desktops. Also doing

some command lines using unix.

Reebok,Int’l June 2006 to June 2007

Memphis, Tennessee

MIS Tech Support

Responsible for performing some of the computer operations center activities relating to the

operation of the mainframe, AS400, and peripheral information systems equipment which includes

preventative hardware maintenance, ensuring optimum utilization of all batch processing, following

assigned schedules, and on-line systems, maintaining a worldwide inventory of forms, ribbons, etc.

Regularly monitor and report to ensure that levels and standards are being met and be proactive in

devising improvements and/or recommending changes to systems, products or services in order to

maintain or exceed service levels. Under general direction performs one or more of the following tasks:

operation and maintenance of significant computer and communications networks, security applications,

recovery and restart (including from disaster), and incident/problem control.

Flextronics February 2003 to July 2006

Memphis, Tennessee

EngineeringTechnician

Provide technical support to 22 manufacturing lines by setting up, troubleshooting and maintaining

personal computers, USB hubs and cables, barcode readers and power sources and cabling.

Hardware support includes partitioning of personal computer hard drives, installation of operating

systems, and troubleshooting printed circuit boards as required by customer’s design and support

engineers. Collect and maintain test results for special and standard testing to identify failure trends and

identify defects. Out of seven eligible employees, only one to be certified by Hewlett-Packard to

implement and support product exceptions using proprietary software and processes. Certification

requires technical competence in the installation, use and troubleshooting of the proprietary software.

Requires me to train the operator in the use of the software and hardware. Execution, support and

maintenance of the software and processes are required. Technical proficiency in Microsoft Access,

Excel, PowerPoint, and Word are required. Barcode software, barcode reader and RFID technology is part

of the certification. Duties consists of providing technical support by fabricating, modifying, and

troubleshooting hardware, such as Printed Board Circuits (PCB) . Partition hard drives and testing

malfunctions and maintaining test results to assist manufacturing and design engineers research work.

Pollution Control Industries

Memphis, Tennessee November 2002 to February 2003

Data Entry Support Specialist

Duties consist of filling and data entry of manifests and chemical hazards

Proficient in Microsoft Access, Excel, PowerPoint and Word.

Wiremold Industries

Memphis, Tennessee March 1999 to May 2002

IT

Novel Administrator, IT Technician

Novel Administrator responsibilities include the creation and administration of users’ accounts,

passwords and access

IT Technician responsibilities included troubleshooting printed circuit boards, PC repair,

installing Windows 95. Windows 98, Windows 98SE, Windows NT4, Windows 2000 Professional,

Windows XP Professional, Novel NetWare. Troubleshoot network problems, user support. Proficient in

AS400,and Data works warehouse transaction-processing software.

Education:

Rust College April 1999

Holly Springs, Mississippi

B.S. Computer Science

Technical Skills and proficiencies:

Databases: Dbase Management, Dbase Structure, Data works

Languages: C, C++, FORTRAN, COBOL, Java, Qbasic,

Operating Systems: Windows95, Windows 98, Windows NT4, Windows 2000 Professional, Windows XP

Professional, Windows Vista, Windows 7, Windows 8,Windows 2008 Server R2/2012 R2 Standard and

Enterprise, Linux

Networks: Novell NetWare Administrator, As400

Applications: 2003-2012 Microsoft Professional, Sharepoint, VMare VSphere Client, SAN

Manually setup and configure IBM servers, HP Servers, and Dell Servers onto the Memphis City Schools

Network

References provided upon request

Contact this candidate