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Customer Service Technical Support

Location:
Peoria, IL
Posted:
April 28, 2016

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Resume:

Michael B. Moore

PROFESSIONAL SUMMARY:

Over ** years of experience in field of information technology (IT) engaging in installing, configuring, and troubleshooting computer systems and networking components. Over 8 year of experience in computed and digital radiography field.

I’m a self-motivated team player, bringing a balance of technical and professionalism.

Familiar with communication protocols and principles of communication data via OSI model. .

Expert in analysing and troubleshooting various computer hardware components and. their installations and configuration.

Exchange 2000 Server, Active Directory, Windows 2000/2003 Server.

Acquired expertise in applications software such as Microsoft Office - Word. Excel. Power Point. Outlook and Database Application SQL

Confident, articulate and professional speaking abilities and enjoy working in teams.

TECHNICAL SKILLS:

MS-DOS. MS-Windows 3.1 1/95/98/NT /2000/XP/WIN 7/Windows 10. Windows Servers and Lotus Notes Administration,

Citrix Server Admin

Switches.

Hubs, NICs.

Firewalls.

Cisco routers with hands on basic IOS commands.

Microsoft Office, Lotus Notes.

Internet Explorer. Outlook.

McAfee/Norton Anti-Virus,

Fuji FCR and FDX Software Applications.

IIS, HTML, Citrix, Remedy, BMC, ITIL

EDUCATION:

MCSE, MCSA, MCP

Dell Certified (DCSE)

ICC College Computer Science

PROFESSIONAL EXPERIENCE:

VIVA USA E. Peoria, Illinois 10/2014 to 10/2015

IT Analyst

Placed at Caterpillar facility to provide support for it Global Network Infrastructure Systems Operation.

Defined, developed, configured and supported all computer applications

Oversees implementation, support and inventory control of applications

Develops and implements the most efficient and cost-effective solutions

Evaluates system specifications for business requirements

Developed and prepares computer solutions

Works closely with management to prioritize business goals and information needs

Strong communication skills, both written and verbal

Maintains strong attention to detail in high-pressure situations

Solid understanding of business practices with fundamental understanding of project management methodology

Requires excellent hands on IT skills and knowledge

Fuji Film Medical, Illinois & Iowa 12/2005 to 05/2014

Customer Solution Engineer

Provided advanced and basic troubleshooting, installation, maintenance and service repair needs on Fuji CR and DR products

Complete Preventative Maintenance and Functional Management Inspections.

Kept up to date on administrative responsibilities such as maintaining customer service logs and internal service records per policies.

Maintained daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.

Provided active listening skills and above average customer service skills.

Provided sound organization and administrative skills, self-starter.

Ability to maintain paperwork to FDA and company required standards.

Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner.

Maintained tools and test equipment properly and ensuring calibration.

Maintained ordering and managing repair parts cycle times.

Met Health and Human Services and Environment Health and Safety requirements.

Utilized the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.

Experience in interfacing with both internal team members and external customers as part of a solution based service process.

Illinois PCS/ Ventura Partners, IL 02/2001 to 02/2005

Network Administrator

Network Administrator for a large Sprint PCS affiliate. covering the entire state of Illinois

Analyzed. Identified, and eliminated problems pertaining with networks, operating systems, applications. Software, hardware, and peripheral devices.

Utilized my knowledge of Windows NT 4.0 Server and Workstation. Windows 2000 client and server, and Windows XP Professional to troubleshoot and resolve issues.

Accountable for testing and resolution of network connectivity issues.

Provided exceptional technical support by resolving level I/II incidents via phone. Hands on, or VPN.

Ran GHOST to re-image machines and efficiently replicate stations.

Configured new workstations including the installation of software, set up of TCP/IP, and network settings

Responsible for system wide upgrade and support; Converted desktops and portables from Microsoft NT 4.0 to Windows 2000.

Documented the resolutions of call

Provided call logistic to supervisor.

Domain Administrators using active directory for adding, moving and deleting users and computers account.

Provided Cisco installation and configuration.

Strong knowledge of help desk service management process and incident management resolution.

March First/Whitman Hart, Peoria Illinois. 09/1997 to 12/2000

IT Consultant

Placed at national insurance company as incident specialist for 11/111 help desk support

Help desk support for client's 4000-user base; national insurance company.

Analyzed. Identified and resolved Windows 95, 98, NT 4.0 Workstation. And Novell operating system failures.

Documented trouble tickets, technical changes, and problem resolution using in-house client Develop software; this information assisted the team with resolving support difficulties.

Troubleshot and maintained software, hardware and peripheral devices.

Supported data communications such as RAS and Windows Dialup.

Provided technical support for all LAN printer failures.

Supported Notes, MS Office, Lotus Smart Suite. Rumba, ABC Flow Charter, and etc. Mentor for new call in personnel.



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