Customer Service Support

Keith Alexander Minor

Cell: 404-***-**** • ********@*******.***

CAREER PROFILE

Ten years of extensive hands-on experience in Computer Networking, Desktop Support, Help Desk, and Excellent Customer Service skills. Installed, configured and maintained complex Windows XP, Vista, 7, 8.1, 10 – Windows Server 2003, 2008 R2 routed LAN and WAN networks. I am a self-starter with good computer hardware and customer service skills and knowledge of SCCM and Remedy Platforms.

Professional expertise includes:

Computer Networking

Hardware and software installation

Customer interaction expertise

Customer Relations Management

Has the ability to work independently, handle multiple tasks, prioritize, and meet deadlines.

Ability to work independently and as a team player.

PROFESSIONAL EXPERIENCE

Associate, Networking Technology, United Education Institute, Morrow, GA (June 1999)

AMB Family Group

Technical Analyst

Atlanta Falcons

September 2015 – Present (4 months) Greater Atlanta Area

• Install and resolve technical issues with user PCs, laptops, printers, scanners, and mobile device

• Provide prompt support to users via email, phone, and other electronic means.

• Follow directives when given from peers and management.

• Work well with geographically diverse teams and users

• Own issues through resolution, escalating to appropriate support member/team.

• Keep leadership apprised of issues, status, and resolution, escalating when necessary.

• Set up equipment for employee use, performs or ensures proper installation of cables, operating systems, mobile devices, or appropriate software.

• Maintain records of trouble tickets, daily data communication transactions, problems and remedial actions taken, or installation activities.

• Read technical manuals, confers with users, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

• Refer major hardware or software problems or defective products to vendors or technicians.

• Monitor network devices, table backup and applications.

• Add/change/remove user in PC technology.

• Possible overtime and schedule changes based on business needs; remain on-call.

• On-call rotation of after-hours support is required.

MedAssets 9/2012 – 9/2015

Sr. Desktop Support for Executive Support

Provide 24/7, individualized IT support to C-Level Executives via telephone, remote desktop and onsite. Provide quality and timely response to wide range of IT equipment, software, and conferencing systems.

Research and test potential new software and hardware products with interoperability of existing products. Train users on current and future technology applications and devices.

Manage IT assets through full product lifecycle from research-purchase-upgrade-decommission.

Execute technology related projects as needed.

Strong hands-on administration experience on Domains, Active Directory, Exchange, DNS, and DHCP. .

Setting and document standards for IT operations.

Identified and proposed technical solutions to business problems and needs.

Project management and process improvement experience.

Strong work ethic with the ability to complete tasks and deliverables under tight deadlines while maintaining flexibility.

Adjusts to changing priorities

Advanced ability in organization, time management and planning skills

Excellent problem solving abilities, Strong interpersonal and partnership skills.

Knowledge of Cisco routers and switches, wireless.

(UEI) United Education Institute 9/2010 – 9/2012

IT Specialist

Responsible for troubleshooting basic hardware and software product issues.

Fielding support calls

Rebuild, reconfigure, backup & restore computers

Installation & configuration: hardware, operating system (if applicable), software & internal applications

Hardware maintenance

Software installation

Software administration & Support ( Office, Active Directory, AS 400, Unix)

Troubleshoot network and security issues

Virus protection upgrades and maintenance, including malware and virus removal

Desktop and Server OS (Windows XP, Vista, 7 – Windows Server 2003, 2008 R2).

Provided end-user customer support on our proprietary PC-based retail systems and peripherals.

Trained staff on preventive maintenance and minor repair procedures.

Knowledge of Network Administration, TCP/IP, multiple subnet configurations.

Knowledge of Microsoft SQL Server 2005-2008.

IPA Duluth, GA 11/2006 – 7/2008

Customer Support Engineer

Help desk support Fielding support calls

Rebuild, reconfigure, backup & restore computers

Installation & configuration: hardware, operating system, software & internal applications

Hardware maintenance

Software installation

Software administration & Support ( Office, Active Directory, Unix)

Troubleshoot network and security issues

Virus protection upgrades and maintenance, including malware and virus removal

Setup travel plans for install-sites (hospitals), meet with contacts, verify install locations has brackets, power outlets, and data jacks. Uncrate linen machines, and install them in their locations in the facility.

In-serviced doctors, nurses and other staff member to use linen machines, also update and keep records of every linen machines install in the database after every install (Client’s Info).

Assisted in the closing of sales that produced closings for the company.

CHUCK E CHEESE’S Birmingham, AL 5/2002 – 4/2005

Technical Manager (Electronic Technician)

Installed and configured POS registers for several CEC stores.

Rebuild, reconfigure, backup & restore computers

Provided end-user customer support on our proprietary PC-based retail systems and peripherals.

Trained staff on preventive maintenance and minor repair procedures for store equipment and games.

Responsible for monthly service budgets.

Conducted inventory to determine equipment needs and identified supplies.

Inspected fire extinguisher as scheduled; check alarms and other building safety features to ensure all are operational.

Serviced and repaired store equipment, pneumatic system, and air compressor for location.

TRIVERSITY Bristol, PA 6/1999-2/2002

POS FIELD TECHNICIAN

VRU (Voice Response Unit) communications technical lead for the company's retail systems and peripherals.

Provided POS system support to the southeastern region supporting over 500 stores in 5 states.

Responsible for maintaining a small inventory of computer parts.

I am a self-starter with good computer hardware and customer service skills and knowledge of POS equipment with previous restaurant experience.

Involvement in a number of initiatives related to improve centralized and automated network management systems to meet corporate goals.

Lead for the network re-architecture efforts to facilitate better product delivery to the southeastern region.

Provided end-user customer support by networking and troubleshooting computer problems on proprietary PC-based retail systems and peripherals.

Repaired Lexmark and Data South printers for major clients such as Pep Boys, Rite Aid, Garden Ridge just to name a few.

COMPUTER SKILLS

Proficient in computer installation and repair for specialized product lines such as UNIX, Triad, Fox pro, Linux, Cisco Unity, Definity,Voice Response Units, Data Servers, POS registry, Data south printers, Lexmark Laser printers, scanners, Etc. Also proficient in operating Microsoft based products: Windows NT / 2000 / XP/ 7/ 8.1 (Office Suite: XP/2007/2010/365/2013) Word, Excel, Access, PowerPoint, Publisher, OCS, and Skype for Business).

Contact this candidate