Customer Service Windows Server

Michael R. Dill

**** ***** ****** ** ******* Ga *0168 Phone: 678-***-****

Email: *******.***.****@*****.***

OBJECTIVE:

Results driven and reliable Certified IT Professional with over Fifteen years of technical experience as well as extensive hardware and software knowledge seeks long term employment in an IT Technician or related position with a growing company where I can utilize the solid skills acquired through experience and education to directly impact the success of an organization.

SKILLS:

Customer service for over 15 years

IBM Compatible PC Repair - Hardware Installation, Configuration, Troubleshooting

Personal building, upgrading, troubleshooting/repairing, and configuration for past 15 years

Troubleshooting Servers, Laptops, Desktops, Networks, Laser Printers

Education: December 2001 - September 2016

Various Hardware Knowledge:

Laptop: Acer, Dell, Gateway, HP, Lenovo, Samsung and Toshiba

Desktop: Compaq, Dell, HP, IBM, Lenovo, Osborne

Server: Compaq, Dell, HP, and IBM

Printer: (Laser, thermal and ribbon): Canon, HP, Lexmark, Oki Data, Printronix, Ricoh, Samsung, TallyGenicom, Xerox, and Zebra

Network Storage Hardware: NAS and SAN

Various Software Knowledge:

Operating System Knowledge - DOS, MS Windows 3.1 thru MS Windows 8, NT thru Server 2003 and 2008, MAC

Application Software - MS Office 20xx

Email Software - MS Outlook/Express

Internet Application Software - MS Internet Explorer, Google Chrome, and Firefox

Remote-in applications

Instant messaging applications

Hands-on Knowledge:

Troubleshooting Servers, Laptops, Desktops, and Laser Printers

Managing and Maintaining a Microsoft Windows Server 2003 and 2008 Environment

Microsoft Internet Security

Planning, Implementing and Maintaining a Microsoft Windows Server 2003 and 2008 with Active Directory

Designing a Microsoft Windows Server 2003 -2008 Network

EMPLOYMENT HISTORY:

Prism Point Technologies July 2010 to September 2016

Troubleshoot Ricoh, Lexmark, HP, and Xerox laser printer issues over the phone to either fix or order parts for the repair of the printer. Maintained a 95 -100 percent First Call Closure (FCC).

Reading service manuals and knowledge base to order all parts needed to repair laser printer issue.

Opening new tickets in our system and verifying all parts need are ordered and information in the tickets is correct.

Calling customers to verify printer issue and make sure all troubleshooting steps were taken to be able to order the correct parts the first time.

Knowledge of printer contracts and protocols for each.

Training of agents to work with our organization.

Reading tickets and verifying they are on track and they are up to date.

Created a spread sheet with all the up to date drop locations (FedEx and UPS) for parts.

Created and maintained a manuals data base from multiple manufactures and vendors.

Handling of escalations.

IBM (Level 2-3) June 2005 to June 2010

Troubleshoot Server, Laptop, and Desktop issue over the phone to either have a phone fix or order parts to repair the unit. Maintained a 98-100 percent First Call Closure (FCC).

Used available resources: Service manuals, knowledge bases, senior level agents, and in some cases the engineer of the unit themselves to work out major issues.

Used various ticketing systems to open, maintain, close cases. The ticketing system was also used to find and order parts.

Mentored Jr. Level agents when they needed assistance

Handling Safety escalations

References furnished upon Employer request.

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