Manager Customer Service
Resume:
Introduction: With over ** years of experience in information systems, I have installed and supported most Microsoft operating systems since the release of M.S. Dos 3.1. I have configure and installed several HP and Cisco switches and routers. I also have experience working on SonicWall firewalls.
I learned the value of hard work, honesty and integrity at an early age and have carried these traits into my career.
I have a can do attitude. If I don’t know how to do something, I will research and learn how.
SKILLS:
Provide exceptional customer service at all technical levels.
SolarWinds Orion Network Performance Monitor – 3 months
Microsoft Active Directory - 10 yrs.
Microsoft Server 2003 - 2012 platforms - 10 yrs.
Microsoft Group policies - 8 yrs.
Microsoft XP - 7 PC operating systems - 10+ yrs.
Script Logic Helpdesk Authority 8 - 2yrs.
Exchange 2003 e-mail server - 4 yrs.
Symantec Backup Exec 12d. - 2 yrs.
Sophos enterprise anti-virus solutions - 4yrs.
DHCP & DNS - 8yrs.
LAN / WAN connectivity - 10yrs.
Familiar with most PC related hardware, operating systems and Microsoft software
EXPERIENCE:
Volt Workforce Solutions
Contract at Qorvo Hillsboro, OR Aug 8, 2016 – Nov 11, 2016
IT PC Help Desk / Technical Support
Used BMC FootPrints Service Core ticketing system to find and respond to requests for assistance. During my three month assignment I closed 1,250 tickets.
Provide walkup assistance for laptops and cellular phones.
Answer calls for I.T. support.
Used Microsoft Windows Server 2012 R2 active directory and Enterprise Office 365 Exchange admin center to maintain customer accounts and distribution lists.
Daily, resolve tickets for customer assistance, create new accounts, closed accounts, create new distribution lists, and reset passwords.
Add notes to tickets to document all steps taken for resolution.
Cancelled Cell phone, InterCall, Maas 360, Smart Sheet, and Code 42 Crash Plan accounts using all appropriate portals and websites.
Use Skype for Business to chat and gain remote PC access.
A3 Solutions Inc
Contract at US Bank Gresham, OR Jan 27, 2016 – Feb 8, 2016
PC Help Desk Analyst
Using a call tree system, answer inbound calls for assistance with computer hardware and accounts.
Reset passwords in Microsoft Windows Active Directory.
Followed preset procedures to resolve issues.
Use remote desktop to connect to PC to provide assistance.
Clinical Information Systems
Systems Administrator Jul 29, 2015 – Aug 17, 2015
Provide help desk services for client Sco Unix and Microsoft systems and the provided proprietary software.
Support of the onsite XP and 2003 SMB computer systems.
Support and troubleshoot Office suite 2003 to include Word, Excel and Outlook.
Used Telnet and PC Anywhere to connect to remote systems for troubleshooting.
Provided MS Word documentation for processes.
Xtreme Consulting Inc
Contract at Daimler Trucks North America Portland, OR Oct 17, 2013 – Apr 11, 2015
Network Operations Coordinator
Using What's Up Gold and SiteScope monitoring tools, monitor all of Daimler's North America sites; Microsoft, Unix and Linux Servers; Network equipment and UPS devices for failures.
Watch IBM System 370/390 mainframes for failures or abnormal ends of batch jobs and transaction programs.
Answer calls for I.T. support.
As issues occur, resolve the issues or turn them over to the appropriate team.
Document all steps taken in appropriate logs and update Corporate I.T. Service Management, release 6.6.0 ticketing system.
Submit ideas on how to make departmental improvements.
Adecco Staffing U.S.A.
Contract - CareFusion Alaris Project at Kaiser Sunnyside Med. Center Jun 21, 2013 – Jun 22, 2013
Contract - CareFusion Alaris Project at Kaiser Permanente – Westside May 21, 2013 – May 24, 2013
Contract - CareFusion Alaris Project at Kaiser Sunnyside Med. Center Apr 20, 2013 – May 16, 2013
Contract - CareFusion Alaris Project at VA Medical Center Dec 11, 2012 – Dec 13, 2012
Contract - CareFusion Alaris Project at Legacy Meridian Park Hospital Nov 27, 2012 – Nov 28, 2012
Service Technician
Perform hardware and/or software updates on CareFusion devices
Using volt meter Perform electrical safety tests
Run verification tests to make sure equipment is functioning correctly
Input test results into CareFusion proprietary software application
Use a bar code scanner to input data into the software application and in an Excel spreadsheet
Kipe Technology Resources
Contract at InterDent Service Corp Vancouver, WA Jun 11, 2012 – Aug 31, 2012
Systems Engineer
Installation and Implementation of SolarWinds Orion Network Performance Monitor, Network Configuration Manager, NetFlow Traffic Analyzer and Software & Applications Monitor network and systems monitoring software.
Used SQL queries to populate new SolarWinds database with data from old What’s Up database.
Monitor T1 connections for outages and interface with the carrier to resolve connectivity issues.
Monitor and troubleshoot network anomalies to resolve connectivity issues.
Configure SolarWinds software to send alerts to the network team when traffic patterns indicate a network segment is compromised or failing.
Configure Adtran Netvanta 3430 routers as needed for new site installs or failed router replacement.
Cascade Medical Technologies Vancouver, WA Feb 6, 2012 – June 1, 2012
Network Engineer
Design and support server systems and supporting software
Support and/or participate in product installations at customer sites
Write and maintain documentation
Install, configure and maintain company network. Develop network / hardware design specifications for new and existing product deployments. Monitor, identify, research and resolve technical problems. Research and receive quotes for computer related items.
SAPA Extrusions Inc. Portland, OR Aug 5, 1991 – Jan31, 2012
Programmer and Network Administrator
Supported over 100 people in the use and training of their Microsoft Windows 7 and XP PC's, notebooks, network printers and copiers. This included setup, installation and software updates.
Purchasing and receiving of all computer hardware, software, licensing and peripherals.
Provide training as needed for computer users.
Install update and maintain Windows 2003 and 2008 servers, across multiple network WAN links.
Documented instructions and procedures for processes.
Managed EntraPass Corporate Edition Security server used for card key door entry system.
Recommend, purchase, install, repair, upgrade and troubleshoot PC hardware, HP and Supermicro servers, software, printers, HP & Cisco network equipment, Sonicwall firewalls, and network communications medium.
Cared for and monitored the cellular services of several devices on Sprint and AT&T to keep overages at a minimum. This included Blackberry, IPhones, IPad, Android and push to talk technologies.
Maintained internal company HTML website containing a contacts and addresses directory.
Setup and support of all company presentation equipment including cameras and large screen televisions.
Provide Microsoft Office 2003/2010 support to over 100 people. This included assisting with formatting and troubleshooting of Word, Power Point and Outlook. This also included assisting in the creation of Excel workbooks with links to other documents and macro support.
Creation of network diagrams using Microsoft Visio.
Provide Power Point justification presentations as needed.
Computers should make employees more productive. The employees in one of the CAD departments at Sapa always had to wait on their computers to finish processing. This delay created a need for overtime. I suggested and installed a new high power PC for each drafter. The PC was so much faster that it had a one month payback by eliminating all overtime.
Specified, planned and carried out Y2K hardware and scripted software upgrades in a manner that saved over 160 hours of down time and 300+ man-hours.
Analyzed and changed a process that saved the company in excess of $30.000 in annual printing cost.
U.S Air Force March 1979 – March 1981
EDUCATION:
BS Information Tech
In process at Southern New Hampshire University – Online program
Associate of Applied Science in Computer Programming
Completed at Clark College
HP 3000 Networking and Operations
Completed Dec 1992 at H P – Atlanta, GA
Certified Cognos Powerhouse Programmer
Completed July 1994 at Cognos – San Jose, CA
Certified Xiotech SAN administrator
Completed Nov 2003 at Xiotech Conference – San Diego, CA
Proficy HMI/SCADA iFIX Fundamentals
Completed 10/28/2010 at CB Engineering Pacific, Inc. - Vancouver, WA
CCP146 RSLogix Level 1: ControlLogix System Fundamentals
Completed 12/01/2010 at North Coast Electric - Seattle, WA
CCP151 RSLogix 5000 Level 2: Basic Ladder Logic Programming
Completed 12/3/2010 at North Coast Electric - Seattle, WA
RSLogix Advanced Networking
Completed 12/10/2010 at North Coast Electric - Portland, OR
CCP143 RSLogix 5000 Level 3: Project Development
Completed 02/04/2011 at North Coast Electric - Seattle, WA
References:
Vickii Flaxbeard
Owner of Clinical Information Systems
Wk: 503-***-**** Cell: 618-***-****
***@***.***
Direct report
Jerry Adamowicz
Vice President of Global Services at Star Trac
******@***-****.***
Previous Sapa Extrusions I.T. department manager
Kevin Hamblin
TDA Operations Manager
Work: 503-***-****
Home: 503-***-****
Cell: 503-***-****
*****.*******@*********.***
8028 N Fowler Ave
Portland OR 97217
Previous Sapa, Inc. I.T. department manager
Jack Stares
Controller
Oregon Wire Products
509 SE 110th Ave
Vancouver, WA 98664
*******@*******.***
Previous Anodizing, Inc. I.T. department manager
Jess Cline
HR Manager
Sapa Extrusions
7933 NE 21st AV
Portland, OR 97211
****.*****@*********.***
Contact this candidate