Lester T. Turner Jr.

**** ****** ******

Omaha, Nebraska, 68105

404-***-****

actl5m@r.postjobfree.com

Objective

Analytical Technical Support Engineer adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Possessing greater than ten (10) years of exceptional customer support & technical troubleshooting experience. A true team player who is flexible, reliable & adaptable to dynamic environments. Graduated from both educational institutions with a 4.0 GPA.

Exceptional communication skills (oral & written)

Network Maintenance

System Upgrades

System Backups

Data Backup & retrieval

Skilled in HTML, HTTP & WAN

Skilled in TCP/IP & WAN

DNS & Mail Server Expert

FTP Server Database

POS Systems Expert

MS Windows Proficient

SalesForce

Cross

VPN Connections

Excellent Problem-Solving Abilities

Accurate & Detailed

Exceptional Multi-Tasker

Troubleshooting Expert

Multi-Line telephoned Talented

Microsoft Office Proficient

Internet Research

Lotus Note

Remedy

Avaya Software Knowledgeable

Proficient in AVG, Printers, PC Security systems

Experience

System X Technical Support Engineer

IBM, Smyrna, Georgia

August 2011 –December 2015

Provide remote troubleshooting and analysis assistance for server installation (or reinstallation), usage and configuration questions.

Review diagnostic information to assist in isolation of a problem cause.

Interpret online manuals regarding IBM code and application interfaces.

Collaborate with other support centers and business units to provide seamless problem resolution.

Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.

Troubleshoot IBM printer modules 8870 Xerox Color Cube, 8560 Xerox Phaser printer, 4610 Receipt Printer.

Provide technical support for over 50 HP and Dell Servers

Troubleshoot IBM 4800 POS Base Unit

Troubleshoot IBM monitors 4820 4WT and 4820 2WN

Provide level 1 support for Violin device models V3000 and V6000

Provide technical support for Amtrak devices

Receive inbound calls from IBM Field Technicians for assistance and part number lookup

Research part numbers in OEM and LIF to get IBM FRU

Use TSKBS to match and identify user's issues with their Printer or POS devices

Troubleshoot LAN/WLAN and VPN connectivity issues

Document data info in SalesForce for Violin tickets and calls

Communicate with end users and techs using IBM Sametime and Spark

Document all cases in Cross

Meet or exceeded service and quality standards every review period.

Account Process Executive

McCamish Systems, Atlanta, Georgia

December 2010 – August 2011

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to customer inquiries.

Demonstrated mastery of customer service call script within specified timeframes.

Developed effective relationships with all call center departments through clear communication.

Ran reports and supplied data to fulfill customer report requirements.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Formulated and enforced Service Center policies, procedures and quality assurance measures.

Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.

Information Technology Specialist

Kimberly Credit Counseling Alliance, Alpharetta, Georgia

April 2002 – December 2000

Offered specific training programs to help employees maintain and improve job skills.

Conducted small group and individual activities based on differentiated learning needs.

Troubleshot and resolved internet connectivity and general software and hardware issues.

Identified product problems and strengths and collected data on the customer experience.

Set up, tested and configured networks, desktops, laptops and printers.

Resolved technical issues for clients in person, on the phone and through e-mail.

Installed motherboards, processors, RAM and graphics cards.

Created employee training materials and procedures to teach in-house workers proper software and hardware protocols.

Trained 25 new employees in effective diagnostic and repair procedures.

Performed diagnostic tests and repaired malfunctioning hardware and software.

Diagnosed, installed, configured and repaired computer systems and software.

Conducted telephone monitoring sessions, to ensure proper guidelines were being followed & professionalism was at an optimal level.

U.S. Navy, Pearl Harbor, Hawaii

Signalman/Physical Security Patrol Officer/Military Customs Inspector (Exempted)

April 1987 – December 2000

Reviewed and edited correspondence prior to release and submission for signature.

Defused hostile situations with superior negotiation techniques.

Logged and filed classified documents.

Trained and instructed subordinates and supported units on Signaling Procedures & Processes.

Effective decision-maker in high-pressure environments.

Patrolled areas and allowed restricted area access for authorized personnel.

Worked closely with tenant commands, the naval station and ship security officers.

Coordinated training schedules and filed crucial administrative paperwork.

Reviewed and edited correspondence prior to release and submission for signature.

Trained and instructed subordinates and supported units on Signaling processes & procedures.

Education

Certification of Completion

Omnitech Institute, Decatur, Georgia (June 2011)

Specialized training in Information Technology

A.A - Business Administration/Management

Columbia University, Ceiba, Puerto Rico (October 1996)

Interests

Possessing the following Information Technology Certifications:

Microsoft Certified Professional

CompTIA A+

CompTIA Net+

CompTIA SEC+

CompTIA SERVER+

Active member of the National Technical Honor Society

References

References are available on request.

Contact this candidate