Customer Service Support
Resume:
John Kusmit
Antelope, Ca
acqnfl@r.postjobfree.com
SUMMARY
Desktop Support PC Technician where the blend of my experience and skillset will help in achieving the goals of the company. I would like to exploit my potential and sense of obligation for the benefit of the organization.
EDUCATION
BS in Resources Management, Zweibrucken AFB, Germany, 1982
Project Management, UC Davis, CA (Certificate program)
MCSE Microsoft Cert, 1998 # 1248646
CAREER PROFILE
Successful Information Technology individual with extensive desktop and technical system support.16 years PC deployment experience. 16 years of client interaction with projects that were assigned. 4 years of experience in a Team leadership role coaching, mentoring and leading associates, assigned contractors to successful completion of project rollouts. Broad range of customer service experience and expertise in applications, operating system and network troubleshooting. Provides problem resolution as well as assisting staff and users regionally / globally. Analyzes an organization’s critical support requirements, identify deficiencies and opportunities and develop solutions for increasing reliability and improving productivity. Managed miscellaneous IT projects as required. Collaborated with Corporate IT in developing and strategizing the direction of the rollout of IT systems, evaluating business needs, researching products available and identifying which require process improvements. Experienced in Healthcare, Level III Service Desk, Printing Support and Desktop Services.
KEY COMPETENCIES
Ensures compliance with company goals, objectives, budget, and policy as it relates to the project.
Professional, enthusiastic and proactive, dedicated to providing excellence and integrity in the workplace.
Seeks out continuous improvement to IT infrastructure as it relates to software, hardware, improving processes. Coordinates purchase of IT assets or departmental purchases.
Earned leadership status by setting inspirational goals and setting examples of past rollouts.
Superb organizational, motivational, management and time management skills.
TECHNICAL SKILLS:
Desktop/Laptop Support
MS Office 2003/2007/2010 Suite
Windows 7 Operating System
Onshore-Offshore Experience VMware
Heat and Service now ticketing system
VPN
Network Printing Support
Regional/Global Support
Project Management
Printing Support
Experience with Lenovo PCs
Provide hardware/software installation, maintenance and support.
Move Coordinator
LAN / WAN Support
Experience moving PCs
Experience updating asset database
John Kusmit
PROFESSIONAL EXPERIENCE
VSP, Sacramento, CA 1998 – 2015
Information Technology Technician /Team Lead/Analyst
Retired from VSP January 2015.
Move coordinator 7 years.
Supported local and global users in a Microsoft Windows 7 Operating System.
Provide “level 2/3” support in the use of desktop and laptop workstations.
Responds to user requests via phone, e-mail or walk-in for service, troubleshooting, and determines nature and extent of IT support needed.
Train staff of 20 and administer budget of $50K. Assist with Active Directory administration.
PC user support, new hire systems setups, and desktop/laptop software evaluations and upgrades.
Provides quick response and maximum uptime for all users and performs end user training when necessary.
Installs and repairs microcomputer hardware and peripheral components such as monitors, keyboards, printers and disk drives.
Troubleshoots software and hardware failures and identifies network problems when they relate to personal computers.
Strong understanding of Windows operating systems, experience with all Microsoft Office products as well as troubleshooting experience and understanding of Outlook 2003, 2007, 2010 e-mail.
Provides technical on-site maintenance and support for new and existing systems.
Write documentation of client system configurations and procedures for maintenance.
Coordinated software and system updates with the Engineering team and clients.
Responds directly to internal/external customers regarding routine requests in a timely manner.
Participated in an enterprise conversion, moving from Windows XP to Windows 7 this resulted in standardization of Windows 7.
Offered solutions to top management regarding project-related queries.
Strong knowledge on resolving printer related issues.
Analyze and resolve routine to moderately complex information system issues for end-users anywhere in the environment, resulting in reduced downtime.
Provide help desk and desktop support to internal and external clients. Coached 10 Help Desk (Tier 1) personnel.
Supports the implementation process by executing against plans; collaborates with the appropriate colleagues to complete assigned tasks.
Make certain all activities were properly documented within assigned request and incident tickets meeting assigned SLA. This includes documenting communications with the customer, work performed, planned activities, etc.
Member of the 2011 Corporate Relocation Team. Successfully moved 300 Marchon users into a 21st century state-of-the-art facility in Long Island, New York. The technology move occurred on time and within budget allowing Marchon to support Global growth resulting in an increase of 25M profit.
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