Service Customer
Resume:
Career Summary
Strong leader of IT Professionals. Qualified by several years of experience in challenging academic environment. Proven record of selecting, coaching and mentoring interns and technicians. Recognized for focus on customer satisfaction.
Areas of expertise include:
Troubleshooting Hands-on Management
Training and Development Systems Configurations
Project Leader Wireless Device Management
Hardware & Software Deployment
Professional Experience
UNIVERSITY OF CINCINNATI 7/14/2014- 6-17-2015
The Graduate School
PO Box 210127 Cincinnati OH 45221-0127
Supervisor :
Chris Amann and Emily Kregor 513-***-****
Current role and duties description:
As a Computer Support Specialist I:
•assisted clients with providing them with new LENOVO Laptops and Desktops
•assisted with the re-imaging of the laptops and desktops in the UC organization
•provided technical support to clients if there is an issue with the new unit that has been deployed
•delivered parts and supplies to clients on request
•performed backups of client’s data and deployed it onto the new PC (laptop or desktop)
•conducted trouble calls as needed
•uploaded apps to clients and I worked with other technicians and engineers to resolve their issues.
•Migration of laptops, desktops from Windows XP to Windows 7 and Windows 8; Apple Powerbooks (hardware and software).
•Work with the Graduate HelpDesk.
PCMALL (Sarcom) 6/11/2012- 5-27-2014
Kroger Co.
11310 Cornell Park Drive
Blue Ash, OH 45242
Supervisor: Jeff Peters
PCM Team Lead Kroger
Current role and duties description:
As an Associate Service Tech, I:
•assisted clients with providing them with new LENOVO Laptops and Desktops
•assisted with the re-imaging of the laptops and desktops in the Kroger organization
•provided technical support to clients if there is an issue with the new unit that has been deployed
•delivered parts and supplies to clients on request
•performed backups of client’s data and deployed it onto the new pc (laptop or desktop)
•conducted trouble calls as needed
•uploaded apps to clients and
•I worked with other technicians and engineers to resolve their issues.
•Migration of laptops, desktops from Windows XP to Windows 7 and Windows 8; Apple Powerbooks (hardware and software).
Significant career responsibilities and accomplishments:
•To deploy new laptops and desktops to the Kroger client community.
•Keep the clients up-to-date with apps that are being installed on their systems and to trouble-shoot any issues that may occur.
•To maintain the stock room (make sure that there is enough laptop, desktops, keyboards, etc. to complete the deployments on time).
•Training at the GO location as well as the BTC, so that if any issues come up, I would be able to work at both locations.
•Managed the ordering and shipping of the Verizon Wireless WWAN cards.
•Open to work with other Techs (not only to help out but also to learn new techniques).
•Migration Project: Project where over 2,500 Lenovo Low Profile P93 were replaced by outdated XP units within 90 days.
BROOKSOURCE/TECHNICAL YOUTH (IT Temp. Agency) 10/01/10– 01/14/11
P.O. Box 55767
Indianapolis, IN 46205
Client: Siemens Business Services, Inc. 10/01/10– 01/14/11
Sue Anne Berry
Incident Control Manager
Received technical calls and determined whether the incident was a level 1 or should be escalated to a field technician. If assigned to a field technician, call monitored to ensure call was handled within 4-8 hours. There were 25 staff members monitoring the help desk.
Provided optimal layer of call management, known as Total Call Management (TCM)
Assumed total call ownership of any incident logged via the helpdesk throughout the life of the incident
Single Point of contact into the Lines of Business
•SBS Business Units
•Third Party Vendors
•Customer Teams
Managed notification and escalation for all Incidents
Delivered timely communications
•Incident Management
•Outages
Total call ownership of any service request.
Proactive Escalations
•Escalate all priority incidents to ensure customer SLA’s are followed
•Verify service provider is accepting, responding, and resolving incidents within the SLA
Reactive Escalations
•Manage customer status/inquiry calls when customer needs to have an existing incident escalated
Outage Notification
•Maintain internal help desk global notification and messaging tool (ENS) to alert helpdesk personnel of known outages
•Maintain initial voice response recording (IVR) to alert customers of outages
Voice Mail Box
•Ensured proper and timely processing and routing of voice messages left by the end user
Mailbox Monitoring
•Managed the internal and external customer mailboxes for non-critical request, service requests, and non-service request
Queue Monitoring
•Manage queues to ensure timely responses to account request, 3rd party vendor incidents, and outage notification follow ups
UNIVERSITY OF CINCINNATI 1986-2009
51 Goodman Street
Cincinnati, Ohio 45219
Operating Systems Analyst 07/01/01 – 03/31/09
Key Achievements:
Managed multiple computer related tasks and service calls. Responded to 1st, 2nd and 3rd level service calls and responded to incident within an 8 hour period. Resolved customer’s hardware, software and networking issues. Maintained updates in hardware, software and securities for Windows, Apple, and server based systems. Assisted the Help Desk technicians (60 staff members) and other IT engineers within the University community. Responsible for supporting Apple and PC users (hardware and software). Continuously maintained updates within the IT community and other technologies.
Hardware Engineer 3 07/01/00 – 07/01/01
Key Achievements:
Supervised up to 10 Field Technicians to meet all internal/external customer service demands. Advised users on upgrade decisions, installations and inventory of spare parts. Remained current with all technology upgrades and solutions for Microsoft and Apple PC and server based units.
•Apple certification: desktop and power books support.
Troubleshooting, installation, upgrades, and configurations.
•Apple certification: operation systems.
Troubleshooting, installations, upgrades, and configurations.
•Installed, maintained and updated Apple software on the servers; enabled thousands of Apple users to efficiently access all Apple upgrades.
•Appointed Project Leader for PC Renewal project. Secured and transferred all data to new units, installed and insured new units preformed to specification. Removed and erased all data from obsolete units on time and on budget.
•Apple certification: desktop and power books support.
•Troubleshooting, installation, upgrades, and configurations.
•Apple certification: operation systems.
•Apple certification: Printers.
Installations, upgrades, troubleshooting, configurations. Installed, maintained and updated Apple software on the servers; enabled thousands of Apple users to efficiently access all Apple upgrades.
Associate Hardware Engineer 6/30/86 – 07/01/00
Handled service calls in the field and conducted component level repairs. Responsible for the timely installation of computers and networking. Repairs of all in house computer systems.
Education
University of Phoenix 5/10 - present
Phoenix, Arizona
Completing BSIT Degree in Information Technology
Cincinnati Technical College 1979-1982
Cincinnati, Ohio
Major: Electronic Engineering
Hughes High School 1974-1978
Hughes Vocational Center 1976-1978
Cincinnati, Ohio
Major: Electronics
Certifications
Dell (Desktop, notebooks, and PowerConnect)
A+ (Windows and MAC OS Base Systems)
Certifications in progress:
Microsoft (Windows Vista, XP, Apple, 2005 server)
Dell (PowerEdge, Vault storage, backup solutions, and printers)
References
Christina Bullock
Service Manager
PCM/SARCOM
10300 Alliance Road (suite 300)
Cincinnati, OH 45242
*********.*******@***.***
Jeff Peters
Sarcom Team Leader for Kroger Co.
11310 Cornell Park Drive
Blue Ash, OH 45242
****.******@***.***
Lisa Padgett
Info Tech Manager
University of Cincinnati
UCIT-Integrated Services Help Desk
51 Goodman Drive
Cincinnati, OH 45221
****.*******@**.***
Mark Faulkner
Senior Associate Vice President
University of Cincinnati
UCIT-Innovation & Partnerships
51 Goodman Drive
Cincinnati, OH 45221
****.********@**.***
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