Customer Service Technician

Albert Quivis

Active Secret Clearance

DOD Clearance USDA

Cell 703-***-****

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

***** **** ** **********, ** 22192

OBJECTIVE:

Self-motivated, interpersonal and dynamic result driven profession with 7 + year’s systems management experience in telecoms, help desk and mail room supervisor. A self-starter who manages multiple projects and works well under pressure. A strong leader with excellent communication and customer service skills.

EDUCATION AND CERTIFICATIONS:

Northern Virginia Community College

Business Management and English Rockwell Electronic Commerce

Spectrum Call Center Administrator

1980-1982 Associate Degree

3Soft USA:

MCSE Course

A + certificate, Completed 2000

COMPUTER APPLICATION EXPERIENCE:

Adobe Acrobat Windows Server 2003

Call Center Information System (CCIS) Active Directory

Microsoft Photo Draw Network Security Admin

Microsoft Office, Excel, Access Network Security Design

Microsoft Office PowerPoint Network Infrastructure

Visio Technical and Professional Windows XP Professional,

Rockwell Convergence 3.7/3.10 Windows 7Rockwell Total Recall Reports

Rockwell Convergence Desk Set

Seagate Crystal Reports 6/7

PROFESSIONAL EXPERIENCE:

I3 Integration International Inc.

Client: Fannie Mae

Tier 2 Tier 3 Service Desk Technician

April 2015-July 2015

Support a robust Microsoft based network running XP, Windows 8 and Microsoft Outlook Server, PC, MAC and Laptop expertise needed to perform the duties of this position

Receiving assets, moving equipment within and/or between facilities, staging equipment for build/image activity, interviewing clients as part of pre-deployment asset discovery, executing equipment replacement activity, updating asset management system to reflect work performed, monitoring daily activity, installing and maintaining PC hardware and software, troubleshooting network usage and computer peripherals,

Perform system backups and data recovery, resolve network communication problems independently, e-mail administration, disk capacity monitoring and network security, preparing assets for disposition, other administrative duties

Client: Kaiser Permanente (Apex Systems Inc)

Tier 2 Service Desk Technician

April 2014-April 2015

Support a robust Microsoft based network running XP, Windows 7, Active Directory and Lotus Notes Server, PC, MAC and Laptop expertise needed to perform the duties of this position

Receiving assets, moving equipment within and/or between facilities, staging equipment for build/image activity, interviewing clients as part of per-deployment asset discovery, executing equipment replacement activity

Updating asset management system to reflect work performed, monitoring daily activity, installing and maintaining PC hardware and software, troubleshooting network usage and computer peripherals, perform system backups and data recovery, resolve network communication problems independently, e-mail administration, disk capacity monitoring and network security, preparing assets for disposition, other administrative duties

Activity may also involve transporting equipment using a vehicle provided by supplier / contractor between multiple facilities within an assigned service area, as directed by an IT representative.

Client: WMATA (Software Information Resource Corporation (SIRC))

Tier 3 Service Desk Technician

August 2012-March 2014

Scanned, tagged and recorded incoming computer equipment.

Processed paperwork for incoming computer equipment.

Oversaw imaging, delivery, storage and removal of computer equipment.

Scanned and generated PTR forms for surplus equipment.

Assisted office crew in paperwork, copying and label generation.

Get the IP address of printer of All network printers print a configuration sheet which will list basic information about the printer along with the current network configuration.

Enter the IP Address and enter the Domain Controller Host Name qualified

Serve as the primary interface for customers to call if they have a post-deployment Conduct interviews for new Xerox printers

Responded to telephone calls emails and personnel requests for technical desktop support. Track and monitors the problem to insure a timely resolution

As inventory specialist Ensure that all assets are accounted for in the asset management tracking system for WMATA

Maintain inventory of equipment in warehouse using Microsoft excel and Microsoft access. Assist in developing methodology for tracking activity performed.

I Work with Resource Management and Baseline teams to deploy/move equipment for selected Special Projects

Client: World Bank (Data Sol/Ciber)

Tier 1/Tier 2 Service Desk Technician

February 2012-August 2012

Oversee the installation processes, including, but not limited to, the receipt, setup of equipment, and delivery of equipment to user site for the deployment team. Perform weekly verifications of inventory and provide senior customer interface

Assists the installation team in coordinating the receipt of equipment and delivery of equipment to the installation site

Coordinate/receive/inspect equipment and imaging from the staging area

Schedule returns to the staging area

Perform quality checks on all equipment to ensure equipment is properly tagged with bar codes and/or labels and that the correct configurations are provided to the deployment location

Develop the schedule for the World Bank installation team, in conjunction with liaisons and assigned resources

Serve as the primary interface for customers to call if they have a post-deployment problem

Conduct interviews

Updated information in the World Bank System to ensure that the correct baseline and applications are placed on the new user’ CPU

Professional Level Knowledge of Vista and Window 7 Operating System.

Client: International Monetary Fund (Spherion/Technisource)

Tier 1/Tier 2 Service Desk Technician

July 2011-September 2011

Coordinate computer installation/relocation effort and verify all components function properly before completion of associated work tickets.

Familiarity with various types of computer and their peripherals. Attention to detail and organization skills are a necessary.

Ability to communicate verbally and written form is required as are strong Customer Service skills. Computer systems

Computer systems Operational lead experience. Installing computer systems into a large LAN/WAN environment. Professional Level Knowledge of Window Vista Operating System. Operational and functional team leads for computer equipment relocation operation.

Team oriented individual responsible for all group schedules, special project installations and relocation.

Work with Resource Management and Baseline teams to deploy/move equipment for selected Special Projects.

Updated information in the Remedy ticketing System to ensure that the correct baseline and applications are placed

Client: Department of Agriculture (Blue Fin/MicroTech)

Tier 1/Tier 2 Service Desk Technician

August 2010-May 2011

Tier 1/Tier 2 analysts initial responders to all FAS employee service desk request are primarily responsible for assuring the FAS employee has a positive service desk experience

Tier 1/Tier2 analysts responsible for data collection, evaluation and analysis the problem or issue allows for quicker resolution.

Accurate identification of problem to appropriate of a problem or resources, This also assists in the accurate and efficient distribution of work amongst team member.

Tier I/Tier2 analyst, then remediation of the problem will proceed to resolution. However, if the problem or issue requires expertise beyond the Tier I analyst’s ability, the issue must be escalated to either a Tier 3 Service Desk analyst, or a specialist on one of the service teams.

Updated information in the Remedy ticketing System to ensure that the correct baseline and applications are placed

Professional Level Knowledge of Window XP and 7 Operating System.

Client: Smithsonian Institution (McNeil Technologies)

Senior Customer Support Specialist

December 2009-July 2010

Oversee the installation processes, including, but not limited to, the receipt, setup of equipment, and delivery of equipment to user site for the deployment team. Perform weekly verifications of inventory and provide senior customer interface

Assists the installation team in coordinating the receipt of equipment and delivery of equipment to the installation site

Coordinate/receive/inspect equipment from the staging area

Schedule returns to the staging area

Perform quality checks on all equipment to ensure equipment is properly tagged with bar codes and/or labels and that the correct configurations are provided to the deployment location

Develop the schedule for the McNeil installation team, in conjunction with government liaisons and assigned resources

Serve as the primary interface for customers to call if they have a post-deployment problem

Conduct interviews

Updated information in the HEAT System to ensure that the correct baseline and applications are placed on the new user’ CPU

Professional Level Knowledge of Widow XP and 7 Operating System.

Trawicks & Associates

Client: Patent and Trademark Office (USPTO)

Field Technician/Deployment

August 2006-November 2009

Coordinate computer installation /relocation effort and verify all components function properly before completion of associated work tickets.

Resource Management and Baseline teams to deploy /move equipment for selected special project.

Coordinate movement of equipment to include transportation and delivery between USPTO locations and update application.

Installing/Moving PTO related PC based equipment including keeping special project team’s knowledge current in regards to hardware and software.

Complete workstations and /or removal and surplus ensure that the work ticket is completed and resolved to the user’s satisfaction.

Assist in keeping quality control of assets in and out of work areas verify with customer that the job was completed satisfactorily.

Systems Integration, Inc

Client: Patent and Trademark Office (USPTO)

Help desk Specialist

June 2000-February 2006

Provided desktop support to USPTO call center agents on variety of issue, dealing with a Rockwell Automatic Call Distributor (ACD), computers and various printers problems.

Identified, researched and resolved technical problems for the aforementioned Enterprise Call Center (ECC)

Responded to telephone calls emails and personnel requests for technical support. Track and monitors the problem to insure a timely resolution. Installed, tested, repaired and maintained telecommunications equipment and various types of cabling

Provided problem and resolution reports, completed requests for new service, determined appropriateness of moderate equipment changes or modifications, call switches, test trunks and installs communication circuits. Assigned and maintain user login accounts for the telecommunication system

Assisted in the preparation of documentation of all ECC Help desk operations and logical call flows. Performed periodic audits of call flows and updated documentation modifications. Monitored real time and historical call center statistics and provided reports via Se agate Crystal reports

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