Customer Service Support

Larry J. Beame

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

http://linkedin.com/in/larrylazerbeame

** ******** * – Boca Raton, Florida 33434

Mobile: 954-***-**** - Home: 954-***-****

PROFESSIONAL SKILLS:

Customer Service - Q A Testing - Vendor Negotiating - Project Management – Programming

Help Desk - Network Administration - Technical Writing - Instructing/Training - Supervising

Team Building - Cost Reduction - Asset Management - Strategic Planning – Logistics

ACCOMPLISHMENTS:

- Installed NCR ATM's, Self Checkout Registers and POS equipment for Banks and Retail stores.

- Reduced after hour processing of New York Stock Exchange (NYSE) Limit Overnight

Order System by 80 percent.

- Provided technical assistance to development, quality assurance and operations

support for NYSE and AMEX trading floors and member firms.

- Installed, maintained, repaired and upgraded all hardware and software for 400 PC's,

six Novell File servers and two SQL servers for school management system and one

Microsoft e-mail server.

- Wrote all network documentation for run books and emergency power down procedures

for NYSE, AMEX and NYMEX OLTP systems.

- Provided technical training to NYSE, AMEX and NYMEX operational staff, including

supervisors and managers when cutting over new hardware, software or procedures.

- Provided National and International technical phone support to Military and civilian end

users for Compaq Computers.

- Provided national technical support to Vonage Technicians.

TECHNICAL AND WORKING EXPERIENCE:

OPERATING SYSTEMS:

Apple-Macintosh – Parallels Desktop, SYSTEM 6 – X, iPhone/iPad (iOS 3.0 – 8.0),

Blackberry – (System 4.2 – 4.5), DEC – MUMPS, TOPS-20, VMS, DELL-SonicWall – SonicOS 3.x

– 4.x, Viewpoint, IBM – AS/400, CICS, Linux – Android – 2.1 – 4.4, Red Hat (7.2 – 9.0), SUSE (8.2

– 13.1), Ubuntu – (6.06 – 12.04 LTS ). Microsoft - DOS (3.2 -6.2), WINDOWS (3.0 – 2008 Server,

Embeded POSReady XP – 7). NOVELL - NETWARE (2.2 –6.5), Oracle - Solaris 10,

ShoreTel – Director, Siemens – EWSM, TANDEM - GUARDIAN-90 (A20 – C20).

LANGUAGES:

BASIC, C, C++, COBOL, HTML, Java, Pascal, PHP.

UTILITIES:

Apple-Macintosh - 4D Server, Apple File Exchange, Apple Share, Bonjour, iTunes,

iCloud, MS Office, NetWare for Mac OS X, Quick Mail, Rescue, Stuffit, Timbuktu Pro, White Knight.

Ipswitch – iMail, Whats up Gold, Linux - Asterisk, Compiz-OpenGL, CUPS, Eclipse, EMACS, Ethereal-

Wireshark, Evolution, FTP, Gnome, HTTP, KDE, LAMP, MYSQL, OpenProj, Open Xchange, PHP, Samba.

Terminal Server Client, VMware, Wine, Xen, Xterm,YaST. Microsoft – Active Directory, DHCP, EMACS,

Group Policy Editor, IIS, Lotus 123, Lotus Notes, MS Exchange, Microsoft Management Console, MS Office,

MS Outlook, MS Project, MS Visio, Net School, Office Calendar Share, Regedit. Remote Desktop Connection,

Terminal Server, Oracle - Open Office, Virtualbox, SPICEWORKS - Spiceworks, Symantec Ghost. VCC –

Virtual Call Center.

EXPERIENCE:

Technology Consultant - Preferred-Lead Field Service Engineer

Your Computer Shrink - September 1980 – Present.

"Providing Therapeutic Computer Solutions Outside The Box".

- Providing POS technical support installing, upgrading and troubleshooting all forms of

equipment for NCR, Fujitsu and Wincor.

- Providing NCR ATM and Self-Checkout technical support installing, de-installing,

upgrading and troubleshooting.

- Providing VOIP technical support for business and residential end users.

- Providing all forms of Break-Fix, troubleshooting, upgrades and roll-outs of Desktops,

Thin Clients and Servers.

- Providing Cabling-Wireless support installing - troubleshooting and upgrading (CAT-3,

CAT-5, COAX, Fiber and WIFI).

- Providing all forms of Technical Facility Support installing, break-fix and troubleshooting

for a variety of retail stores.

- Training End users and Technical Support Staff.

- QA Testing of Operations and Installation Procedures

- Providing cost reduction to small business owners by utilizing technology products and

services in the most effective manner.

- Providing all forms of Technical Facility Support installing, break-fix and troubleshooting

for a variety of retail stores.

- Providing Multimedia installation and troubleshooting of TV's, Media Players and DVR's.

- Providing Web site and email support.

Field Service Technician – Compucom.

7171 Forest Lane, Dallas Texas 75230 – 972-***-**** – 03/14 – 11//14.

- Provided POS and Back office support for Walmart Super Centers, Marketplaces and Sam’s Clubs.

- Installed and Maintained Cash Registers, Scanner Scales, WIFI Access Points, Network Infrastructure,

VoIP Phones, DVR's, Time clocks, Printers, Desktops, Thin Clients, Servers, DVR's, Time clocks, Printers,

- Took part in a rotational / on-call schedule for at home, after hours On-site support.

Facilities - IT Services Manager - OMG Tech Help.

2855 South Congress Ave, Delray Beach, Florida – 02/13 – 01/14.

- Providing liaison Vendor support for call center, (ISP's, Electricians, Plumbers, A/C, Security).

- Maintaining current call center facility infrastructure, including logistics of a new call center.

- Providing 24/7 Desktop and Server Tech Support for 500+ employees.

- Deployed Open Source Imaging system.

- Rolling out and maintaining Open Source Intranet Collaboration Server.

- Building out alternative In-House Remote Desktop Service.

- Install and Maintain Security Systems.

- Install and Maintain VoIP Phone System.

- Maintain Time Clocks Services.

- Install wall mounted flat panel monitors throughout call center.

- Perform network cabling and support WIFI services as needed.

- Designed and Built 3 Training classrooms and trained Staff as needed.

Tier 3 - Escalated Remote Desktop Support – OMG Tech Help.

2855 South Congress Avenue, Delray Beach, Florida – 12/12 – 01/13.

- Providing all forms of remote desktop tech support to clients.

- Providing internal Help Desk support to other staff members.

Technical Support Specialist – TOURO COLLEGE SOUTH,

1703 Washington Avenue, Miami Beach, Florida 33139, 305-***-****, 08-/07 – 06/09.

- Provided technical support and training for AS/400 management system and e-mail servers.

- Maintained, repaired and upgraded all hardware and software for 80 PC's, two Windows 2003 servers and

one Open Xchange server.

- Created and maintained paperless inventory control of all static IP's and equipment allocated to end-users.

- Provided hand held support for Apple iPhone's, RIM Blackberry’s, Palm Pilot's and Pocket PC's.

- Configured Linux servers to provide FTP, Shared Calendar and E-mail services.

- Taught High School students computer programming-project management and career planning.

- Provided all forms of cabling support as needed, built out campus wide secured wireless

network for staff and students.

Network Systems Administrator – HILLEL COMMUNITY DAY SCHOOL,

19000 NE 25th Avenue, North Miami Beach, Florida 33180, 305-***-****, 01/97 – 07/07.

- Installed, repaired and upgraded all hardware and software for 400 PC's, six Novell File servers and

two SQL servers for school management system and one Microsoft e-mail server.

- Programmed and updated the tape backup and firewall services.

- Provided all forms of cabling support as needed (fiber, cooper and wireless access).

- Created and maintained paperless inventory control of all static IP's and equipment.

- Maintained Follett Library card catalog services, Simplex time clocks and Phone Tree systems.

- Provided hand held support for RIM Blackberry’s, Palm Pilot's and Pocket PC's for support staff.

- Configured Linux servers to provide FTP and E-mail services.

Customer Care /Senior Technical Support Engineer – THE ANSWER GROUP – (TAG).

7562 Southgate Boulevard, North Lauderdale, Florida 33068, 954-***-****, 05/96 – 03/97.

- Provided National and International technical phone support for Compaq Computers.

- Instructed individuals about all forms of Hardware and Software troubleshooting situations.

- Wrote and maintained technical manuals to support in house phone support teams for a variety of situations.

Network Support Engineer/Quality Assurance Technician – SIEMENS

900 Broken Sound Parkway NW, Boca Raton, Florida 33487, 561-***-****, 10/95 – 04/96.

- Provided quality assurance testing on new data EWSM communications equipment and boards.

- Configured a variety of data communications networks to simulate real high-speed traffic environments,

which included T1, T3 and Frame Relay services using Tandem Computers,

running Siemens EWSM network software on Siemens SMDS Data Switches.

- Maintained inventory control database of each board during Quality Assurance testing.

- Created paperless statistical reports for Siemens development engineering staff in Germany.

Field Service Engineer/Customer Care Liaison – NETWORKS,

Company went out of business, was located in Weston, Florida, 04/94 – 06/95.

- Assisted in the design, installation, maintenance and remote management of client equipment.

- Performed in-house hardware, software support for desktops and servers.

- Provided phone and remote support for LAN and WAN environments.

- Was liaison between customer and Telco's.

- Wrote technical in-house procedures for installations, troubleshooting and help desk support.

Senior Help Desk Liaison - NEW YORK MERCANTILE EXCHANGE - (NYMEX),

1 North End Avenue, New York, New York 10282, 212-***-****, 10/91 – 04/94.

- Maintained and troubleshooting all 350 PC's used on trading floor.

- Coordinated the installation of PC's on the trading floor and NYMEX Operations.

- Troubleshot all hardware and software problems on stand-alone and network configured computers.

Computer Network Operations-Supervisor -NEW YORK MERCANTILE EXCHANGE

1 North End Avenue, New York, New York 10282, 212-***-****, 05/90 – 10/91.

- Used Tandem CYCLONE, VLX and TXP processors to process all orders and report on-line

transactions from trading floor to member firms and local brokers.

- Installed, monitored and troubleshot all data center equipment.

- Maintained primary off-site computer operations center remotely utilizing dedicated

fiber optic and microwave connections.

- Updated all technical site manuals, checklists and revised operating procedures as needed.

- Supervised and cross trained operators on all three shifts.

Senior Computer Operator - SECURITIES INDUSTRY AUTOMATION CORPORATION

55 Water Street, New York, New York 10041, 212-***-****, 05/84 – 05/90.

- Provided order and report processing from the New York and American Stock using Tandem VLX,

TXP and TNS-2 processors on 6 OLTP systems consisting of 120 CPU’s and two DEC VAX's.

- Provided technical assistance to development, quality assurance and operations support.

- Wrote network documentation for run books and emergency power down procedures for each OLTP system.

- Provided training to all operational staff including supervisors and managers when cutting over

new hardware and software.

- Provided support to users on exchange floors and back offices during On-line day.

- Supported all QualityAssurance and User Acceptance Testing of new hardware or software.

- Performed orderly power downs and power ups of all Tandem and DEC systems when needed.

Computer Operator, Lab Instructor, Programmer - LONG ISLAND UNIVERSITY,

1 University Plaza, Brooklyn, New York, 11201, 718-***-****, 09/80 – 05/84.

- Maintained and updated student records, generated reports, troubleshot user and system problems.

- Instructed students, faculty and administration, on using in-house programs, system utilities

and programming methods.

EDUCATION:

- Lexmark – Various printer certifications – 5/14 – 11/14.

- Click Safety – Operate Motorized Mobile Platforms - 05/14.

- DELL - MRA Compiant – DCSE 685 – 08/12.

- NCR - Security and Safety Training for Field Service Technicians – 06/12.

- NETWERKX - Retail Store Facility Technical Support – 10/11.

- SunTrust Bank - Information Protection Program – 10/11.

- The Academy (A+, N+, MCTS SERVER 2008) - Fort Lauderdale, Florida - 09/09.

- SAP Basic System Administration, Michael Management - 08/09.

- AABA Degree - American Intercontinental University, Hoffman Estates, Illinois - 01/06.

- Customer Service Certified - New Horizons, North Miami Beach, Florida - 11/05.

- Novell Network Administrator Certified – Sheridan Vocational, Hollywood, Florida - 10/95.

- VAX Computer Operations Certified - Digital Equipment Corporation, New York, New York - 5/86.

- Tandem Computer Operations Certified - Tandem Computers Inc, New York, New York – 06/84.

- Computer Programming Certificate – Long Island University, Brooklyn, New York – 06/82.

- Regents Diploma in Science - Edward R. Murrow High School, Brooklyn, New York – 06/79.

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