Customer Service Management
Resume:
Alexander Kelly
*********@*****.***
SUMMARY
Information Technology professional with broad knowledge and experience in troubleshooting hardware, software, and network issues. Consistently recognised for the ability to handle complex issues, reliability, a strong aptitude to work in a team oriented atmosphere and provide leadership whenever possible. I am proficient and stay up to date in my overall knowledge and experience within the technology industry.
HIGHLIGHTS OF TECHNICIAL SKILLS
Expertise in all Windows server/client platforms and familiarity with Linux Operating Systems.
Advanced troubleshooting of hardware and software products.
Experience in installing and administering Active Directory, DHCP, and DNS. Able to setup and administer Microsoft Exchange Server. Familiarity with batch scripting.
IT Project Management
Ability to Create and document protocols, changes and create user-friendly documentation.
Highly approachable and extremely customer/user orientated with exceptional customer service skills.
PROFESSIONAL EXPERIENCE
Westcoast IT Services 2015 –2016
Systems Engineer Vancouver, BC
Hired as a full-time systems engineer. Provide Windows administration, LAN/WAN/VPN administration, VMware administration, HyperV administration and VoIP systems management. Also managed AD/DNS, wireless access points and firewalls.
Design and implement highly available (HA) and disaster recovery (DR) solutions for clients and employer.
Key Contributions:
Evaluated and reconfigured company’s internal support desk procedures to maximize support value provided to client.
Researched, recommended and implemented network enhancements that improved system reliability and performance
Client management
Consulted with client companies to provide server, VoIP and network solutions along with strategic planning and project leadership over systems implementation, migration, configuration, administration, upgrades and troubleshooting initiatives.
Xiitec IT Solutions 2014 –2015
Service Delivery Manager Vancouver, BC
Hired as a full-time service delivery manager. Provided Windows administration, LAN/WAN/VPN administration, VMware administration, HyperV administration and client satisfaction management. Also managed AD/DNS, wireless access points and firewalls.
Key Contributions:
Evaluated and reconfigured company’s internal support desk procedures to maximize support value provided to client.
Researched, recommended and implemented network enhancements that improved system reliability and performance.
Client satisfaction management
DTM Systems 2013 –2014
IT Senior Field Technician Vancouver, BC
Hired as a full-time senior field technician to provide Windows administration, LAN/WAN/VPN administration, VMware administration, HyperV administration and VoIP systems management. Also managed AD/DNS, wireless access points and firewalls.
Design and implement highly available (HA) and disaster recovery (DR) solutions for clients and employer.
Key Contributions:
Evaluated and reconfigured company’s internal support desk procedures to maximize support value provided to client.
Researched, recommended and implemented network enhancements that improved system reliability and performance.
Client management
Consulted with client companies to provide computer and network solutions along with strategic planning and project leadership over systems migration, configuration, administration, upgrades and troubleshooting initiatives.
ADDITIONAL IT EXPERIANCE
Excelled in early IT career, advancing through increasingly responsible roles including:
RBSM Consulting 2012 –2013
Field Technician Vancouver, BC
WebTech Wireless 2011 –2012
IT Analyst / Desktop Support Specialist (Contract to Full Time) Vancouver, BC
Rivera 2010 –2011
Regional IT Analyst Vancouver, BC
VANOC 2010 –2010
IT Analyst / Desktop Support Specialist Vancouver, BC
Platinum Communications 2007 –2010
ISP Radio Wireless Support Technical Analyst Vancouver, BC
EDUCATION
Keyin College 2006
Grand Falls Windsor, NL
Diploma awarded in Network Design and Management
Certificate of Appreciation
ConnectWise University 2016
Vancouver, BC
ConnectWise Administration Diploma
Ring Central University 2016
Vancouver, BC
Ring Central Certification
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