Customer Service Manager

RANDY M. WHITE

**** ******* **, ******** **. ****4

Email: *******@*****.*** Cell Phone: 571-***-****

A Network Admin with 6 years of experience of Government application and networking support. Excel in a fast paced, team based environment, that also holds a compTIA A+ and compTIA Network+ certificates and studying towards many more IT certifications.

Summary of Qualifications

CompTIA A+, CompTIA Network+ Certified

Proficient in MS Word, MS Excel and Familiar with MS Access

Experienced using Windows 98, NT and XP environments

Proficient in SQL and SQL servers, TOAD and Remedy

Experienced in the areas of Quality Assurance and Management of Personnel

Proficient with Microsoft SharePoint 2007, Active directory, Seibel ticketing software

Effective written and oral communication skills; exceptional customer service

Ability to communicate effectively and work with diverse populations

Can work independently or in a team, ability to multitask, work in high-energy environments and detailed oriented

Employment History

Century termite and pest 04/14 - Present

Title: Route Technician

Berger’s cabinet shop 11/13 – 04/14

Corian countertop technician

Mosquito squad 05/13 – 11/13

Title: Technician

VA certified pesticide applicator # 126825 exp: 2015

Preferred Systems Solutions (PSS) 10/10 – 05/12

Title: Technical Specialist

Open,track and solve incidents at site dealing with military shipping records and military members’ shipment movements

Create and run SQL statements to resolve issues within the customers system

Provide excellent customer service in a call center atmosphere

Perform QA of incidents tickets and create reports for daily meetings

Quadrant Inc. (contract to the Department of Commerce) 5/10 – 09/10

Title: Technical Specialist

Assist Asset Helpdesk Lead in helping to track movement of assets

Assist in incident and management report generation

Open and track incidents at the site related to the production system, site IT equipment (i.e. copiers and telephones) and the facility through the Maximo application

Client relationship skills to effectively communicate status of incidents and management expectations on information needed for incident and time to close the incident.

Perform QA of incidents tickets and follow-up with System Admin to properly fill out incident tickets.

Generate Work Orders to issue spare parts to equipment and follow-up for facility supervisor to fix an incident.

Generate Preventative Maintenance Work Orders to ensure equipment is properly maintained.

CDO Technologies (contract to the Department Of State) 6/08 – 04/10

CTF- Crisis Task force team member and asset manager. Set up satellite communications and mobile workstations for emergency situations for the state department (Haiti, Chile)

Maintained and configure interoffice network and hardware. Also maintain and configure hardware at post.

Answered questions from posts about hardware issues and escalated as needed

Asset manager for office equipment and CAMP project hardware and equipment liaison

Worked with SMS software

Assessed and solved technical issues that level 2 helpdesk received from consulates worldwide that delta with immigrant and non immigrant visa processing issues. Responded within 24-48 hours with either a data modification or an escalation.

Provided onsite installation for foreign consulates upgraded hardware and software as needed.

Ran SQL scripts and modified data on servers at various consulate posts

Northwest Federal Credit Union 06/06 - 5/08

Title: IT- Computer Operator II

Completed VMS training

Maintained complex computer systems

Updated live banking systems

Solved internal user problems with hardware and software issues

Provided support for the outer branches

Worked effectively with technicians and programmers daily

Maintained SQL and Meta frame databases

Problem solved system issues for 5 separate branches

Created and printed monthly member statements and yearly tax statements

Solved member’s on-line banking problems

Diagnosed and solved system problems for members PC’s over the phone

Provided escort service for ‘un-cleared’ building visitors and cleaning crews

Education

Northern Virginia Community College (Loudoun Campus)

Concentration: IT/ Network Application studies

New Horizons Computer Learning Center

February 2012

CompTIA A+ certified

CompTIA Network+ certified

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