Customer Service Manager

J. Riley Castine

*** ********* **** *********, ** 30252 770-***-**** *********@*****.***

Objective

To obtain a position as a Senior Desktop Analyst where my skills at timely resolutions for complex technical problems could be utilized.

Skills & Abilities

Extensive knowledge of Desktop and Laptop hardware

Wireless mobile devices

Microsoft Windows XP, 7, 8 and 10

Microsoft Office 2010 and 2013

Cisco VPN and 2FA

Cisco Call Manager administration

AirWatch Administration

Active Directory user management

ServiceNow

Experience

SENIOR DESKTOP ANALYST / QUEUE MANAGER CAREFUSION 2009 - PRESENT

Continued with all my previous responsibilities.

Expanded my role to desktop support role into level 3 support.

As a National Queue Manager and ServiceNow SME I performed the following duties:

Supported local and remote desktop support, telecommunications and networking teams.

Ensured proper case routing and case processing.

Trained staff on process and procedure.

Created and revised Knowledge Base articles for Level 1, 2 and 3 support to improve turnaround time for technical issues.

SENIOR DESKTOP ANALYST CARDINAL HEALTH 2006 - 2009

Continued with my responsibilities from when I was a contractor.

Expanded my desktop support role into Level 2 support.

Was a key member in several IT roll outs.

Expanded my role into case triage and workload management for our regional desktop support team.

DESKTOP ANALYST ROBERT HALF TECHNOLOGY (CARDINAL HEALTH CONTRACT) 2005 - 2006

Supported all desktop and laptop computers.

Maintained KTLO operations for the AS/400 and resident ERP system BPCS.

Supported the CAD/CAM and Laser etching systems.

Supported and maintained all infrastructure systems including servers, tape backups, network and telecommunications systems.

TECHNOLOGY SPECIALIST INS, INC (DSNS CDC ACCOUNT) 2003 - 2005

KLTO support

Desktop and laptop computers.

Network and telecommunications infrastructure.

Served as a Communications / IT officer on a TARU team

Responsible for all IT gear during a field deployment.

Operated as the Operations Office during a second shift scenario.

Accomplishments

Team member of the desktop migration team prior and during the CareFusion spinoff from Cardinal Health.

Team member for the LAN/WAN/Telecom upgrades of the Tucker, GA facility.

Team member for the server infrastructure upgrades of the Tucker, GA facility.

Team member for the AirWatch rollout for field mobile devices.

Primary team member for the legacy ERP system BPCS from 2005 until present day.

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