Customer Service Training
Resume:
Richard Parr
Grosse Pointe Farms, MI 48236
********@*****.***
Professional Summary:
Over 10 years of experience acquiring analytical, technical, communication, customer service and extensive technical skills. Bachelors of Science in Mathematics showing my aptitude for critical thinking, logic, problem solving and statistical computation. Obtained over 20 technical certifications from multiple technology vendors including: ICAgile Certified Professional and ITIL(2011). Insatiable when it comes to education and technical knowledge which accounts for my diverse and dynamic technology background. Successful in directing corporate IT project initiatives while participating in planning, analyzing and implementing solutions in support of the business objectives. Passionate about emerging technology and driven by new challenges with a broad range of abilities to benefit your organization.
Qualification Summary:
Scope Planning, Requirements Gathering and Statistical Analysis
System Construction and Implementation
System Hardware/Software & Peripherals Devices Requirements Analysis
Strong Communication and Problem Solving Skills
Business Continuity and Disaster Recovery Planning
Systems Operation, User Support and Technology Training
Advanced technical skills include: IT Project Management, Cloud Computing, Virtualization, Agile Methodology and ITIL Best Practices
Education:
Global Knowledge Training Center, Romulus, MI May 2014
Training: Agile Boot Camp: An Immersive Introduction
Global Knowledge Training Center, Irving, TX October 2013
Training: VMware vSphere: Install, Configure, Manage 5.1
Global Knowledge Training Center, San Antonio, TX April 2013
Training: IT Project Management
Global Knowledge Training Center, Houston, TX October 2012
Training: MCITP: Sharepoint 2010 Administrator Boot Camp
New Horizons Computer Learning Center, Livonia, MI February 2012
Training: Certified Information Security Manager (CISM)
New Horizons Computer Learning Center, Livonia, MI December 2011
Training: Computer Hacking Forensics Investigator (CHFI) V4
New Horizons Computer Learning Center, Livonia, MI March 2011
Training: Certified Ethical Hacker (CEH)
New Horizons Computer Learning Center, Livonia, MI March 2011
Training: Certified Information Systems Security Professional
(CISSP)
Global Information Technology, Lathrup Village, MI July 2010
Training: Oracle 11g Database Administrator
New Horizons Computer Learning Center, Livonia, MI April 2010
Training: VMware vSphere 4.0 Ultimate Bootcamp
New Horizons Computer Learning Center, Livonia, MI January 2009
Training: Applying Project Management Methodology
and Exam Prep (PMP certification)
Global Information Technology, Lathrup Village, MI September 2005 - March 2006
Training: MCSA 2003, MCSE 2003, Network+, Security+ and CCNA
University of Michigan, Dearborn, MI December 2003
Bachelors of Science – Major: Mathematics – Minor: Applied Statistics
Professional Experience:
Infrastructure Support Senior Analyst, Accenture, Southfield, MI February 2007 – Present
Provide first class customer service and technology support for the local Accenture office. Support over 600 local staff, receiving and responding to requests for technical assistance with hardware and software issues. Create proper documentation, tracking, escalation, follow-up and resolution of all technical incidents. Manage inventory using Asset Management tracking software. Coordinate IT Projects for all new technology implementations in local office.
Identification, prioritization, resolution/fulfillment of customer incidents
Coordinates, diagnoses and troubleshoots incoming customer inquiries
Provide Remedy IT Service Management system case status updates
Manage Service Tracking and Cost Recovery system
Implement standard operating procedures and customer service guidelines
Manage Asset Management tracking system
Respond to and complete customer requests for services
Perform installations, upgrades and backups
Provide technical support to company internal applications and computer hardware
Perform status and metrics reporting
Support/troubleshoots network problems and client connectivity issues
Train customers on use of local technology
Project Activities:
Regional Coordinator for Microsoft Roundtable Program Deployment
Coordinator for Setup, Deployment and Training for Cisco Telepresence and EX90 Video Conferencing Solutions
Lead contact for Asset Management and Service Tracking and Cost Recovery
Lead contact for Smartphone Device Support (Windows Mobile 7, Blackberry, Android, iPhones)
Support Analyst, Tech Team Global Inc., Dearborn, MI April 2006 – January 2007
Monitor help desk phone providing assistance to Ford Motor Company employees via telephone and e-mail
Log trouble tickets to record and track users calls in Remedy system
Report on common problems and complaints, escalating troubles to technician groups
Configure and resolve functionality problems with Microsoft applications (XP, Outlook, Excel, Power Point and Word) and VPN issues under Level 2 Support for Ford Motor Company employees worldwide
Diagnose network connection problems on Windows XP platform and gained substantial understanding of VPN
Help Ford Motor employees in configuring offline e-mail access using MS-Outlook and resolving Internet Explorer configuration issues
Assist Ford current/retired employees with password resets for a number of different applications
IT Certifications/Specializations:
CompTIA Strata Green IT
Oracle Database 11g Administrator Certified Associate
MCITP - Virtualization Administrator
MCITP - Office 365 Administrator
CompTIA Cloud Essentials
ICAgile Certified Professional
IBM Certified Solution Architect – Cloud Computing Infrastructure V1 & V2
ITIL Foundations (2011)
Cloud Certified Professional (CCP)
Computer Hacking Forensics Investigator (CHFI)
Technology & Business Skills:
Cloud and Virtualization Platforms: AWS SysOps Administrator, AWS Solutions Architect, Vmware vSphere 5.1, Google App Engine
IT Security: Computer Forensics, Web Application Penetration Testing, Ethical Hacking
Project Management: Agile Projects, IT Projects, Mobile Application Development Projects
Technologies: Video Conferencing (Cisco Telepresence & EX90), SAP Basis/Netweaver, Sharepoint Administration 2010, Salesforce Administrator Training, Office 365 Administrator, MS Office 2013, Windows XP/Vista/Windows 7/Windows 8
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