Customer Service Quality Assurance

David P Tate

*** ******* **** #* ******, NC ***** 423-***-**** *****.*******.****@*****.***

End User Support Specialist Help Desk Technician

Technical Customer Service Computer Systems Applications Liaison

SUMMARY: Result-Driven, capabilities in the fields of IT Helpdesk, Quality Assurance and IT End User support.

12 Years of experience in IT Help Desk, End User Support generated tickets and resolution

High Efficient in the diagnose and repairing issues related to operations systems and IT applications utilizing applied ownership methodology

Proven record of providing System Analysis, Tier 1 and Tier 2 level support

Demonstrated unique abilities to assure IT Liaison in an migration or implication environment reaching mission goal and expectations

IT SUPPORT SKILLS

Windows XP, 7, 8.1 Operations Systems ( Personal Experience with Window 10 )

Active Directory Version 6.1 System Administration

Cisco Wireless / VPN / Cisco Smart Switches Support Global WAN Network

Zeiss (Calypso ), MAHR, Infinity QS Precision Hardware and Application Support

CATIA ( DASSAULT ) V6 R2013 Ownership Support

SIEMENS NX 10 Design RLM Support

KEY ACCOMPLISHMENTS

Infinity QS ( Statistical Process Control – SPC ) Certified

MS Exchange / MS Office 2013 LAN\WAN Upgrades

Global Domain Migration ( JTEKT North America )

Zeiss CMM ( Coordinate-measuring machine ) Quarterly Systems upgrades and Maintenance

NEC VOIP Telecommunication Migration

END USERS SUPPORT EXPERIENCE

End User Support Specialist JTEKT North America, Morristown, TN April 2010 – August 2015

Provided 1st Technical Response via Trak-IT Asset Management System, Exchange Email, Cell and Texting Communication

Analyze, Troubleshoot and Resolve Systems Applications, Hardware and Network Issues

Tier I Level Support to Productions Lines, Manufacturing Line and Quality Assurance Department

Work directly with Infinity QS, Zeiss and MAHR contactors to assure 100 % up time with Quality Assurance Department

Coordinate and provide assistance with Johnson Control and Carrier Corporation Technicians providing IT support and Maintaining Web base interface

Help Desk Tier I Support Lake Charles Memorial Hospital, Lake Charles, LA January 2008 – March 2011

Assisted End Users in resolving bout IT and Bio Medical related issues:

Installed and maintained Spacelabs Healthcare monitoring, diagnostics and Clinical Information systems for the ICU, Emergency Room and Operation Room Staff and Patients

Provided IT Training and Systems upgrades for 600 workstations Hospital LAN

Documented all procedures and asset management and Ticket System

Desktop/Hardware Support IT Help Desk National University San Diego, CA June 2006 – November 2007

Position coordinates with technical teams in support of University Staff, Student Web Interface and Faculty members providing Technical and Customer Service assistance.

Solved routine inquiries, troubleshooting software, hardware and network issues

Respond to and diagnose issues utilizing a 1st contact resolution policy

Education Summary

A.A.S in Digital Electronics Technology Applied Sciences

Certified SMPL (Electronic Logic/ Control Protocol Simplex / Grinnell Computer Control Networks

E.M.T. 1A Certified

Naval School of Health Sciences NRMC Camp Pendleton / Independent Medical Technician

Naval School of Health Sciences NRMC San Diego / Hospital Corps Technician

Infinity QS Engineer Certified

Military Experience

10 Active Duty Service United States Navy United States Marine Corps Hospital Corpsman Petty Office Second Class HM2 - July 1978 – October 1988

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