Customer Service Manager

Andrew G. West Jr.

***********@*******.***

***************@*****.***

*** ****** ***, ****, ** 28334 Phone: 910-***-****

Cell: 919-***-****

Professional Summary

I am an experienced technician and manager with a twenty-year track record of providing exceptional technical support and customer service.

Other strengths include:

TECHNICAL SKILLS

Knowledgeable in Microsoft client operating systems, from DOS to Window 7, as well as Novell and Microsoft networking environments.

Working knowledge of Microsoft Server 2003 and SQL Server 2000/2005, Advanced Server 2008 R2.

Expert Local Area Network, workstation, network connectivity troubleshooter.

Thorough knowledge of network topologies and protocols, including the TCP/IP suite. (DHCP, DNS, Telnet, FTP, etc.)POE switches.

Fifteen plus years of personal computer hardware and software systems experience.

Certified Netware Engineer – 1993

Microsoft Certified Desktop Deployment Specialist

Proficient with all major problem and change management systems, as well as most commercial software packages, including Microsoft Office Suite, MS Project, Outlook, Internet Explorer, (browsers, graphic editing software, anti-virus / anti-spyware products, backup / restore software & hardware.

Assisted in the management of datacenter-based server farm, containing a mixture of Microsoft and Novell Servers.

Knowledgeable in Virtualization, including VM Ware and Microsoft Hyper V. Familiar with Microsoft System Management installation and administration.

SOFT SKILLS

Excellent interpersonal skills with experience interacting with users, customers, vendors, and management.

Strong focus on customer service

Experienced team-builder, having built customer-based, on-site support departments for major IBM accounts.

Interactive management style, conducive to cohesive, productive, satisfied team members and customers.

Successful project leader and participant.

RELEVANT EXPERIENCE

Inside Sales Representative – Lee Furniture 11/2015 – 4/2016

Provide excellent customer service to the general public, providing the best possible experience while shopping for furniture and other merchandise. Provide knowledgeable information and feedback concerning products for sale and general advice as to placement, functionality, blend, etc.

Close sales

Technical Consultant IV – NC Dept. of Public Safety(contract) 2/2014-12/2014

Lead teams of support engineers to upgrade all of the Dept. of Public Safety’s computers; approx. 25,000 machines. Upgrade PCs and laptops to Windows 7 and add machines to Enterprise Wide Active Directory System, moving them to appropriate Organizational Units. Troubleshooting network based PCs, laptops, peripherals, as well as software and connectivity issues.

Implementation/Support Engineer – Perseverance Consulting 5/2011 – 10/2013

Provided Desktop Deployment Planning Services for Windows 7 migration and Microsoft System Management server support to clients via remote and onsite service.

Installed and configured Microsoft System Center Configuration Manager Server on Microsoft Server 2008 R2 for Boddie-Noell Client.

Provided Desktop Deployment Planning service for Atlanta Braves.

Presented Desktop deployment planning engagement for Governmental client. Various consulting services. Client Management.

System Engineer – McKesson Healthcare, Inc. 9/2007 – 3/2011

Provided level 3 technical support for clients of McKesson Provider Technologies, including installation and upgrade of McKesson’s proprietary software, network connectivity, and performance issues. TCP/IP Connectivity testing via ping, traceroute, and other built-in monitoring tools via remote access. Support of web-based software.

Also involved troubleshooting and resolving the technical problems of existing customers. Track all customer interaction, troubleshooting steps, and resolutions in the company’s CRM system and knowledge base.

Working Partner – AAGEEKS 3/2005 – 03/2007

Troubleshooting home and small business computer / networking issues for small startup company.

Manager - PC Support Department 8/1999 - 10/2004

IBM Durham, NC

Created and Managed the PC Support Department for IBM on a commercial customer contract.

Hired and supervised all technicians, administrative and support staff

Developed and implemented processes and procedures for supporting the customer’s 300 plus on-site employees and 1000+ remote employees.

Interfaced with IBM and customer management as appropriate to ensure the highest levels of technical support and customer service.

Served as project manager for major rollouts, moves, deployments, etc.

Performed hands-on PC, laptop, software, network support.

Planned and implemented a 500 laptop rollout, including logistics, imaging, custom configuration and formal user training.

Developed and presented training to client employees in the operation of new laptop hardware and associated software.

Ensured the highest levels of customer satisfaction by continuously monitoring and improving the operation.

Team Lead / Tech Lead 2/1997 - 8/1999

IBM Durham, NC

I was Team lead for the internal IBM PC Support department on the Qualex contract. Responsible for problem determination and repair of network connected workstations, printers, peripheral devices, software installation and configuration, connectivity issues, upgrades, etc., including desktop/laptop support, TCP/IP over Ethernet, user administration via Microsoft Networking tools (Active Directory, etc.)

LAN Support Lead 8/1992 - 2/1997

Lan Technologies / Ciba-Geigy Durham, NC

Responsible for problem determination and resolution including end user support, Microsoft and Novell local area network support, including all clients and serving devices, network connectivity, mainframe gateways, server operating systems and applications, equipment repair, technology refresh planning and implementation.

EDUCATION

1983 BA Political Science

University of North Carolina at Chapel Hill, Chapel Hill, NC

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