Customer Service Manager

Kenneth B. Goodwin

**** *. ***

Maywood, Illinois 60153

Cell: 708-***-**** HOME: 708-***-****

Objective: To utilize and expand on my computer information education in computer information systems as well as my CCNA certification in networking and to contribute and enhance on my leadership abilities.

Education: IT Career Lab, Able Career Institute, Chicago, Illinois October 2013

Cisco Academy September 2013

•CompTia Network + Certification July 2013

•CCENT Certification August 2013

•CCNA Certification September 2013

Bachelor's Degree / Computer Information Systems February 2003

DeVry University Chicago, Illinois

Experience:

Tech Upgraders INC Maywood, Illinois

Logistics Manager 8/2014 – Present

Manage a staff of 12 Technicians for the Logistics department.

Ensure that Customers are getting ‘white glove ‘treatment.

Handle any issues that may arise with our Vendors and Customers at various locations in IL.

DeVry Inc. Oakbrook, Illinois

Network Operation Center Technician 8/2005 – 3/2013

Used monitoring tools and resources effectively in order to ensure critical production application issues that impact DeVry students, Faculty, and DeVry Global institutions were detected, escalated and resolved in a timely manner.

Monitor environment using HP OpenView, systems using Scom, backups using Symantec Netback up, used AppWorx for batch processing and applications according to schedules, priorities, and special instruction and resource availability. Interpret messages and perform the required actions.

Execute backups and batch jobs/processes.

Tape handling, including library pulls and additions, tape initialization, labeling, scratch pool, and offsite rotation.

Identify and report software and hardware problems, using Remedy ticketing system to track issues. Troubleshoot problems, take corrective action or assist with diagnosis and correction of the problem.

Initiated and implemented improvements to processes that positively impacted the team and communicated these improvements as appropriate.

Walgreens Deerfield, Illinois

Data Terminal Repair Technician 12/2004 – 3/2005

Replaced hard drives, motherboards, and CD-Rom drives.

Repaired dymo printers, darkbags, and scanners.

Configured Cisco routers and switches using script.

Rebuilt and upgraded computer systems

Provided phone support for techs who were upgrading store system.

Assisted with system conversion from S10 (AS400) to 520 (AS400).

Corresponded with store manager to assure system integrity.

Checked upgraded systems by Replaced hard drives, motherboards, and CD-Rom drives. Repaired dymo printers, darkbags, and scanners.

Configured Cisco routers and switches using script.

Rebuilt and upgraded computer systems using written Telnet commands.

Military: Army: 45Kilo (Tank Turret Repair) 1987 – 1990

Desert Storm 1991 – 1991

Honorable Discharge 1990 and 1991

Skills: Microsoft Word, Microsoft Excel, SharePoint, Remedy ticketing system, APPWORX, Symantic Netbackup, HP Openview

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