Customer Service Support
Resume:
Keith L. Chisolm
Mount Vernon, New York 10552
acx2j0@r.postjobfree.com
SUMMARY
Desktop\ Helpdesk Support\ Jr System Admin professional with 26 years of IT Help Desk and Support experience. Areas of expertise include user support in all technology areas, including desktops, laptops, printers, scanners, MSOffice 2007, 2010, 2013, 365, Applications, Document Management Systems, Telephony VPN’s and Video Conferencing. In addition, 6 years of Mainframe operations and supervisory experience that included: 4341 VMDOS/VSE, Remote Job Entry, CIC, ICCF, IBM 4381/VM DOS/VSE, RJE, FOCUS, CMS, PVM, PROFS, TSO, VMARCHIVE, VMACCOUNT, VMBACKUP, VM/MVS, JES2, TSO, SARRIUCC7, Certificate of Completion Configuring, Managing, and Maintaining Windows Server 2008 Server, New Horizons Computer Learning Center, Batch Processing and the training of staff to use the same. I have proven to be a patient and conscientious technician that listens to the user, with strong interpersonal and time management skills.
WORK EXPERIENCE
Blythedale Children`s Hospital 3/15 10/2016
Support Specialist
Desktop Support & Helpdesk Support \ Jr System Admin
Creating Hard Drives Image
Creating User Account for Imprivata OneSign Authentication System
Creating User Account for Omnicell Medication Dispensing Cabinet
Creating User Account for Pyxis Medical Supply Room Security
Creating User Account for Responder 5 Nurse on call system
Creating User Account for Meditech Medical Notes
Creating User Account Active Directory
Research HIPAA Compliance Hardware and Software
Creating User Account Email Microsoft Exchange
Repair software and hardware problems associated with Windows 7 64 bit
Installed and configured over 600 desktop systems using Ghost images Software
Implemented Firm-wide upgrade of systems from Windows XP 32 bit to Windows 7 64 bit
Responsible for ensuring compliance with all software licensing requirements
Create Users Account in Active Directory and Email Accounts Windows Server 2008
Liaised with Senior Techs, external sources and vendor specialists in seeking solutions to issues
Work orders for Parts from vender Dell, Ricoh, Western Digital, LG, Sam Sung,
Setup Laptop and Desktops for Power Point Presentation
Setup of WebEx video conference
Morvillo Abramowitz Grand Iason & Anello, PC 1/10 - 2/15
Support Specialist
Completed 99% of first tier support trouble tickets with first attempt
Installed and configured over 200 desktop systems using Ghost images
Implemented Firm-wide upgrade of 100+ systems from Windows XP to Windows 7
Trained users on use of PC’s, Laptops, Blackberry(BES), ActiveSync devices and related software
Backup System Manager for Symantec Backup-Exec process for 14TB of data
Troubleshot PC and Server problems and coordinated preventative maintenance of equipment
Completed audits of hardware/software to determine integrity and security of system
Responsible for ensuring compliance with all software licensing requirements
Liaised with Senior Techs, external sources and vendor specialists in seeking solutions to issues
Telephony manager in charge of moves, adds and changes using Nortel/Meridian digital and VOIP equipment and a GUI Unified Management Console
Skilled in not only the prevention but removal of Malware, Spyware and Viruses
Configured systems to attach to both wired and wireless networks for private and public usage
Configured Mac handheld devices, Android handheld devices, Blackberry handheld devices,
For information exchange with Email Servers or on site Inter Connection and information search
Engines for research
Best Buy Geek Squad, 7/03 - 4/13
Technical Support and Shift Supervisor
Achieved Million Dollar Club for Sales of Hardware Repair Services
Installed, configured and repaired Windows XP, VISTA, 7 and 8 on PC’s and Laptops
Trained new team members on procedural repair techniques
Coached team and provided 2nd tier support for troubleshooting issues
Consistently cited by management for Excellent Customer Service and Client Interaction
Provided management with clear and concise reports regarding openings and closings as well as staff evaluations
Tested new configurations of hardware/software systems for both customer and in-store use
Proved to be able to multi-task in a sometimes volatile work environment while meeting all goals and quotas
COMPUTER SKILLS
Windows XP Windows Vista Windows 7 Windows 8
MSOffice 2003 MSOffice 2007 MSOffice 2010 Anti-Mal/Spyware
Desktop Networking Wireless Networking Hardware Installation Printers
Software Installation Anti-Virus Backups System Rebuilds
Blackberries BES Server Phone Support Nortel/Meridian Telephony
MAINFRAME SKILLS – Need Updating due to new technologies since 1987
TSO CICS VM DOS / VSE Remote Job Entry
Batch Processing CMS IBM Utilities I/O Printing
IPL’s Tape Monitoring Stand-alone and Automated Restart packages
SOFT SKILLS
Advanced Computer skills Written and Oral Communication skills
Analytical / Reasoning skills Problem Solving / Troubleshooting skills
Advanced Customer Service Experience Organization and Planning
Ability to Multi-task with dissimilar tasks Work in high pressure environments
Able to communicate with customers of varying degrees of computer knowledge
Strong relationship-building ability, proactive, results-oriented and resourceful
Meet deadlines without compromising accuracy, excellent product quality and attention to detail
EDUCATION
Seton College, Yonkers, NY
Associate Degree in Business Administration pending
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