Customer Service Technical Support

Trevor E. Rose

*** ****** ******, ****** *****, MD 21117

E-mail: ************@*****.***

443-***-**** (Mobile) 443-***-**** (home)

SUMMARY OF PROFESSIONALISM

Dynamic helpdesk manager with a commanding ability to work with diverse teams of professionals to achieve new levels of success. Along with CISM, (Critical Incident stress Management training. I have worked in variety of highly competitive industries, cutting-edge markets, and fast-paced environments.

PROFESSIONAL SKILLS

Microsoft: Windows Vista/XP/7, 8, 10 ; Office 2010, 2013; Active Directory; Exchange Console; Windows Server Update Services ( WSUS); Microsoft Remote Desktop; Remote Assistance; Active Roles; PowerShell Novice; Linux Novice, SQL Management Studio, Microsoft Hyper-V, VMWare. System Center Configuration Manager ( SCCM)

Macintosh: El Captain and Snow leopard including imaging of mac based products

Browsers: Fire Fox; Chrome; Internet Explorer and Safari.

Software: Adobe Suite, Java, Oracle, ORION Solar winds.

Mobile: Apple Mobile O/S, Blackberry, Android, Citrix XenApp and Xen Desktop.

Ticketing Systems: Remedy, Service Now.

Hardware: Dell PC/Laptop, HP PC/Laptop, Cisco Networking Equipment repair and deployment M

PROFESSIONAL EXPERIENCE

April 2014-April 2016 Sinclair Broadcast Group, Hunt Valley, MD

Position: Help Desk Supervisor

Oversee the effective provisioning, configuration installation, operation, and maintenance of systems hardware and software and related infrastructure.

Conduct technical research and development to conceptualize innovation within the infrastructure.

Monitor television and news broadcast employee hardware and software systems to ensure adherence to organizational values and polices.

Work with project managers to address technical issues in the initiation and planning phases of the organization’s standard project management methodology.

Supervise departmental based project activities to include the definition of needs, benefits, and technical strategy; research & development within the project life cycle; technical analysis and design; and support of operations and executing, testing and rolling-out the solutions.

Provide oversight over the transition of projects from development staff to production staff by performing operations activities within the project life cycle.

Accountable for the following systems: Windows systems that support GIS infrastructure, Windows and Application systems that support Asset. With direct support within Sinclair’s legal department, additionally high-level executives from the CEO and others including but not limited. Mobile devices local and network file encryption ( Laptop, I-Pad’s and Microsoft based products )

Management; Responsibilities on these systems include SA engineering and provisioning; operations and support; and maintenance.

Aug. 2012 - T. Rowe Price, Owings Mills, MD and London, UK

April 2014 Position: Senior Fraud Detection Analyst II

Monitored consumer account activity to identify possible front-end and/or back-end fraud.

Communicated incidents of suspected fraud to high value profiled clients remotely and internationally to verify unusual account activity.

Identified and implemented strategies for increased security procedures and made recommendations to fraud prevention associates.

Assisted high valued consumers in making account updates with great attention to detail.

Worked with individual investment clients as well customers wanting information along with making changes within their 401k portfolios

Maintain fraud analysis models to improve efficiency and effectiveness of company systems.

Generate suspicious activity reports and risk management reports for Managers

Recommend anti-fraud processes for changing transaction patterns and trends

Generate suspicious activity reports and risk management reports for Managers.

Sept. 2006 - Verizon Wireless, Hanover, MD

July 2012 Position: Senior Help Desk Analyst

Served as first & second level technical support analyst responsible for call management for a national infrastructure supporting 65,000 employees and over 60 million customers throughout US, Mexico and Canada.

Identified and resolved hardware, software and connectivity issues for a mixed UNIX, Windows NT/2000 system.

Verified provisioning and diagnosed device or network issues and supported VoIP, cellular technologies and satellite phone systems through proprietary software.

Provided exceptional customer service and technical support for internal and external voice and data product customers.

Used various administrative department tools and on-line resources for customer resolution including the trouble ticket system "Remedy" for tracking customer interactions and problem resolution.

Evaluated customers concerns and resolve problems to customer satisfaction. Demonstrated and practiced regularly the skills necessary to handle any Customer Service and/or Technical Support call type that may been encountered.

July 1997- Baltimore City Fire Department, Baltimore Maryland

Sept-2006 Position: Supervising PARAMEDIC/FIREFIGHTER (Hazmat)

Performs complex diagnostic and medical procedures including, but not limited to: intravenous cannulation, endotracheal intubation, recognition of cardiac arrhythmias and administration of various medications.

Drives and operates ambulance or other apparatus as assigned and/or operates as a member of medic engine or medic Truck Company.

Accurately completes written and verbal reports on patient care to hospital emergency departments.

Performs a thorough, daily inspection and pump check of the apparatus to which while assigned; notifies station officer of any condition requiring repair or maintenance; insures that the inventory of supplies and equipment is complete; assures that apparatus, equipment, and records are maintained and in good order.

Utilizes city computer system for patient care documentation, record keeping, pre-incident planning and other job related functions.

EDUCATION

May 1999 Bachelor of Science in Business Management Information Systems

Morgan State University, Baltimore, MD

Expected Bachelor of Arts in English

May 2017 Southern New Hampshire University, Hooksett, NH

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