Customer Service Engineer
Resume:
David Frank
Nashville, TN
****************@*****.***
Summary:
I have a lifetime of experience providing exceptional Customer Service and Satisfaction. I
possess superior communication and “people” skills. I excel at communicating in layman’s terms
and evaluating customer needs. I am a patient worker with a “can-do" approach to customer
service and an eagerness to learn new things. I feel a strong sense of loyalty and responsibility to
those I serve. I am conscientious and morals- driven in everything I do. In everything I do, my
goal is to always leave people feeling they are better off after having met or worked with me.
Summary of Skills:
Experienced in support of Microsoft Windows versions 95/98/2000/XP/7/8 and Office 2003/07/10.
Skilled in supporting Internet, TCP/IP, DNS, Microsoft and Novell networks. Specialization in
supporting Tablets, Smartphones, iPad and iPhones, Outlook Email. VMware. Microsoft Virtual
PC, MDS, Ghost and Altiris Imaging Products and user migration tools. Experience in proprietary
hardware and software compatibility testing. User and Tech Documentation. Ticketing software
including Service Now Front Range HEAT Administration, Salesforce, and Track-It Call Tracking
software. SQL client and database setup and management.
Certifications:
CompTIA A+ Certified
Microsoft MCP
Novell 4x CNA
Lenel Master Certification-Lenel OnGuard/Best BASIS Access Control Software
Certified NT500 Technician/HBV400 Digital Video Support
Honeywell ProWatch
Wonderware InTouch, Application Server, Device Integration, Information Server
Education:
Graduate Central Dauphin East High School in 1982, Accelerated College Prep GPA 2.6
Graduate Associate of Arts/Business, Axia College/Phoenix University GPA 3.03
Experience:
AIG Insurance / Contracted through Guide IT 11/14-03/15
IT Refresh Technician
Interview users and determine IT needs and existing software and hardware configurations..
Perform laptop imaging, configurations, installs and disposal of assets. Maintain concise
documentation to ensure adherence to company standards and practices in IT infrastructure.
Ascension Health / Contracted through PFI Tech 03/14-11/14
IT Refresh Technician
Perform PC discoveries, configurations, installs and disposal of assets for St Thomas Health and
other Ascension entities in Nashville and surrounding areas. Consult with users, department
managers and vendors to facilitate scheduling and ensure smooth transition to new IT assets.
Provide assistance to end users as needed to aid in minimal downtime during swaps. Assist in
inventory control and asset disposal. Create detailed technical documentation for ticketing
software. Perform imaging and disk wipes according to established procedures. Use provided
tools to maintain inventory and schedule shipment of retired assets.
Asurion / Contracted through Latitude 36/Insight Global 07/12-
07/13
Service Desk Analyst I
Provide support for TLC site of Asurion. Install and support production hardware, software and
peripherals per service desk requests. Perform PC Refreshes and transfer user files and profile
settings to new computers using Ghost and MDS. Install and upgrade software and hardware.
Repair or replace hardware components in laptops and desktops including memory, hard drives,
video cards and system boards. Diagnose and replace parts and initiate warranty replacement or
service as needed. Provide documentation to team for process changes and standards updates.
Metropolitan Nashville Airport Authority / Contracted through BTC 11/10-05/12
Desktop Support Specialist / TSA Security Clearance Held
Provide telephone service desk support for Metropolitan Nashville Airport Authority. Handle Tier 1
and 2 support issues including Outlook email, account and password issues and software installs.
Perform technical troubleshooting within an enterprise environment, including system crashes,
slow-downs and data recovery. Create documentation for install and troubleshooting procedures.
Use “Track-it!” software for call logging and tracking. Restore and repair systems infected by
viruses or malware. Facilitate software and policy updates. Use Active Directory to manage
vendor access and perform printer deployment through group policy.
City of Indianapolis / Contracted through IT Business Corp 09/09-11/10
Engineer / Government Security Clearance Held
Perform PC Refreshes for City of Indianapolis as sub-contractor for ISA/ Northrop-Grumman.
Transfer user files and profile settings to new Dell PCs using Altiris and Active Directory.
Wonderware Central 09/08-07/09
Engineer / HMI Software Support
Provide Tier 2 phone tech support for Wonderware HMI software for major clients including
Nestle, Target, Caterpillar, Eli Lilly and others. Maintain VMware ESX Test-bed and machines.
Lenscrafters / Contracted by Pomeroy 04/08-08/08
Engineer / IT Contractor
Upgrade/re-image PCs. Use Ghost imaging and data migration software to complete rollout and
upgrades of PCs. Set up network printers and configured software. Perform detailed inventory
and data entry for asset tracking.
Best Access Systems / Stanley Security Solutions 08/05-04/08
Engineer / Access Control Support Specialist / Tech Writer 90-day contract-to-hire
Process User Security Forms and assist with SOX-compliance. Create documentation for SOX
compliance procedures and requirements. Provide comprehensive Tier 2 phone support to
certified field technicians on company’s industry-leading Lenel OnGuard/Best Basis Access
Control hardware and software. Test and evaluate new versions and builds. Create user and tech
documentation for hardware and software installation, troubleshooting and bug lists. Perform
troubleshooting of networking issues. Perform SQL database support and upgrades using
VMware. Use VMware test lab with multiple hardware and software platforms to conduct product
testing and simulations. Generate badges and program Prox cards. Configure and execute
custom reports on access levels, card usage and lost/reissued badges.
TekSystems 04/05-08/05
Engineer / IT Contractor
Clients served: St Vincent’s Hospital, Clarian Health Systems, and Golden Rule Insurance
Configure and install PCs and laptops. Use imaging software and user data migration procedures
to complete deployment or upgrade of several hundred PCs. Set up Email and network printers
and configured user accounts. Perform detailed inventory and data entry for future asset tracking.
Conducted HIPPA-compliance reviews and performed necessary modifications and upgrades.
Indianapolis Power & Light Company 02/95 to 04/05
Engineer / PC Systems Coordinator / Desktop Support Specialist
Configure and install Desktop PCs, Laptops and Handhelds for 1,400 employees at 6 locations
and provide OS, application, TN3270, TCP/IP and network connectivity support. Peripheral and
handheld/PDA support. Create user and technical documentation for PC cloning, user profile
transfer and upgrade procedures, home-user VPN access and Email/PDA configuration and
Move/Add/Change. Configure laptops and home PCs for remote access, VPN and email. Install
Antivirus and anti-spyware software. Repair or replace hardware components in laptops and
desktops. Diagnose and replace parts and initiate warranty replacement or service as needed.
Provide user-level PC training. Team lead for IT Hardware Global Sourcing project. Serve as
backup administrator for Frontrange HEAT call tracking system.
Self-Employed Musician 3/79-Present
Professional Drummer / Vocalist
I have extensive professional experience playing drums, percussion, providing lead and backup
vocals & songwriting including seven years of formal training. Studio experience includes reading
charts, playing parts learned by ear, and playing self-created parts. I have worked extensively
with click and sequencer tracks. I have conducted “Sound and Vibration” workshops for
Elementary School students. While music is not IT-related, it is a significant part of who I am and
has contributed greatly toward my personality, people-skills, life experiences and income.
Additional Training and Skills:
Communication Skills / Public Speaking / Telephone Skills / Telephone Selling Etiquette
"Polishing the Brass" Inter-Personal Skills for Managers / Time-management classes
"Train-the-Trainer" classes / Sales Training / Persuasive Selling / No-pressure Selling
"Go the Distance" Customer Service and "DISC" Personality Styles Analysis Training
Contact this candidate