BERNARD BUCKLE DEKAYIE

***** * ******* ***** **********, IL 60544 CELL: 224-***-**** acxigu@r.postjobfree.com

QUALIFICATIONS

Ten years as a computer professional, including three years as an IT professional.

Productive self-starter with strong work ethic, consistently achieve goals.

Proven experience in network/hardware/operating systems troubleshooting,PC assembly,

System integration, technical support, biometric scanners, and customer service helpdesk.

Results-driven professional offering a progressive, seven-year career in information technology.

Repeated success directing IT projects from inception to execution, strategically allocating resources and delegating tasks to achieve on-time, on-budget delivery.

Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.

– Areas of Expertise –

Testing & Troubleshooting Project Management System Administration

Vendor Relations Strategic Planning Resource Allocation Effective Communication

Team Leadership Business Continuity Data Backup & Recovery

TECHNICAL KNOWLEDGE

Platforms

Windows Vista/7/8/10; Mac OS X; Oracle; SAP,server 2003,2008,2012

Software

Microsoft Office (Word, Excel, Outlook, PowerPoint, Project), SQL, and SharePoint; Microsoft Exchange, PC Anywhere, Putty, Remedy, Wireshark

Languages

Java, HTML

Education & Training

Bachelor of Applied Science in Information System Security

ITT Technical Institute December 2012

EDUCATION/PROFESSIONAL DEVELOPMENT

* Microsoft Windows Server 2012) Treehouse

* Introduction to UNIX/Linux-Treehouse

* Networking Essentials, plural sight

PROFESSIONAL EXPERIENCE

Galaxy 1 marketing Romeoville, IL - 2013 to Present

Field Service Manager

I managed the daily field operations of Galaxy1 marketing and sub-contractor in their central Illinois market, and surrounding areas. I am responsible for all technicians working within this region. Effectively routing technicians to jobs in the area that match their abilities and skillsets

Analyzing and monitoring technician performance numbers to improve overall market success

Conducting interviews to spot and assess potential assets to the company

Acquiring and maintaining accurate inventory of all equipment in the warehouse

Handling all unresolved customer complaints or damage claims

Providing technical guidance to all technicians in relation to their installations

Redbox Corporate Office - Oak Brook, IL - July 2011 to 2013

System Administrator

Promoted to leadership role accountable for maintaining key business applications and systems. Partner with senior leadership to guide short- and long-range technology planning. Plan, coordinate, and execute hardware and software upgrades. Serve as vital resource for Help Desk staff, overseeing daily support operations and providing assistance on complex trouble tickets. Cultivate and maintain relationships with IT vendors.

Selected projects…

Successfully directed the on-time, on-budget completion of company-wide upgrade to Windows 10 and Office 365 impacting more than 50 onsite staff and five remote employees.

Initiated transformative IT policies designed to harden system security, including enhanced measures for password requirements and user access.

Spearheaded new procedures for Help Desk documentation, enabling the development of a comprehensive knowledge base of common issues and solutions to improve Help Desk efficiency.

Technical Support Specialist (02/2011 to 07/2011)

Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Performed security administration functions for user, data, and remote access.

Selected projects…

Played an instrumental role in companywide migration from legacy customer relationship management (CRM) system to Salesforce.com by providing end-user training and support.

Developed step-by-step training manuals for end-users to ensure a seamless transition following application upgrades.

Comcast Data Centre, Elmhurst, IL (09/2010 to 09/2012)

Network Operations centre Technician - (contractor)

* Managed various broadband telecommunications services, including Comcast Home high-speed internet service, VoIP phone service, and digital cable television service.

* Provided 24x7 regional network monitoring, extensive troubleshooting, and comprehensive technical support to field engineers and technicians through proactive and reactive intervention, issue resolution, and problem trend analysis.

* Monitored, analyzed, and troubleshot the network test and turn-up (beta-test) of the first regional area in the U.S. to receive the Comcast On-Demand digital cable-TV service.

* Participated in the testing and deployment of new/upgraded technologies, software, and tools specifically designed to improve the NOC's reliability and effectiveness.

Direct Sat USA - Bolingbrook, IL - March 2008 to September 2010

Field Supervisor

Support new employees to create a high performing team

Practice and coach behaviors that ensure quality customer service

Train new and existing Installers/Technicians on effective service techniques and tools

Conducts on-site inspections to evaluate and coach team members regarding quality service and adherence to safety standards

Responsible for monitoring and reporting team's performance

Service and trouble-shoot satellite products.

Handle all customer complaints, questions and develop solutions.

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