Support Customer Service
Resume:
Gary Teer
Round Rock, TX *****
Email: *************@*****.***
Linkin: Gary Teer
HIGHLIGHT OF QUALIFICATIONS
Support of the Texas Student Data System (TSDS) and ecosystem, consisting of TEA, ESCs, LEAs and Software Vendors.
Provide effective and quality TSDS support is provided to ESCs and LEAs.
Provide the customer support ecosystem, consisting of TEA, ESC, and LEA staff delivers a positive support experience to the end user LEA staff and enables their effective use of TSDS applications.
Cooperatively develops and continuously improves the strategy for customer support.
Provides day-to-day operations of the TSDS Support team. Make sure that the LEAs/ESCs Incidents are handled in timely fashion.
Execute TSDS Incidents and make sure the resolution provided in SLA time frame.
Develop and write the support processes, business correspondence and Knowledge articles for Internal and external users.
Participate in testing of software upgrade releases with other TSDS Team.
Provide TSDS Support outage process and its notification to the TEA, ESCs, LEAs and Software Vendors.
Monitor TSDSCustomerSupport inbox and respond with support in a timely manner.
Host monthly support scrum calls with assigned ESC’s for training and troubleshooting purposes.
Support, manage and educate novice user through complex troubleshooting instruction via phone
Achieve Platinum award in less than one year
Manage Exchange, outlook clients, BES admin in a break fix capacity
Roll out systems for the AISD using ZENworks
Skill in identifying, analyzing, and solving problems and issues on projects
Excellent written and verbal communication skills
7 years Supervisory experience
Supervise BGA Repair department for Fortune 100 Company.
Implement new methodologies for collecting and managing production metrics
Turn underperforming group into showcase for 5S and Kaizen.
Create an Enterprise test department
Create a parts department.
Managed 3 Warehouses for a Computer Firm
Set, Manage, and drive complex instruction to large groups
6 years experience with Dell PowerEdge servers
4 years experience with Dell PowerVault storage and Dell RAID controllers
20 years “Hands-on” experience in PC and Server configuration, troubleshooting, repair and testing
Microsoft Certified Professional (MCP) + I in NT Server and NT Workstation
W2K Server experience, including server administration
Demonstrated strengths in driving issues to resolution
12 years Customer Service experience
Experienced Quality Assurance/Software Test Technician from Dell
Ability to accurately diagnose and repair hardware & software problems in W7,8,10 environment
Capacity to convey technical information in a clear, concise and easy to understand manner
Frequent cross-functional interaction with other peer groups and management
Development and Qualification testing of Dell’s new E-support software
Ensure data collection accuracy and support (All TEA Divisions, ESCs, LEAs)
Ensure the TSDS application is working correctly and software changes are implemented (ITS/Application Development & Program Management; ITS/Technology Management Division)
Meet IT project timelines (All ITS Divisions)
Ensure TEA applications are accessible through one of the TEA Secure sign on systems (All applicable TEA Divisions/All ITS Divisions)
Gary Teer
1905 Ridgetop
Round Rock, TX 78664
Email: *************@*****.***
Linkin: Gary Teer
EDUCATION and CERTIFICATIONS
Computer Science Degree: Associate of Applied Science, Computer Programming, 1984. Tyler Jr. College, Tyler, TX. 3.2 GPA
Biomedical Tech: Associate of Applied Science, 1987, Fitzsimmons Army Medical Center
SOFTWARE and OPERATING SYSTEMS
Windows 10
Windows 2000 Professional, Server, and Advanced Server
Windows NT 4.0, workstation and server
Windows SBS
GoTo software suite
Windows NT 3.51
Windows 95 and 98 SE
Microsoft Office 365
Microsoft Office Professional
Various other applications and utilities
ZenDesk
Gary Teer
1905 Ridgetop
Round Rock, TX 78664
Email: *************@*****.***
Linkin: Gary Teer
EXPERIENCE
S/A-4 TSDS/PEIMS support – Texas Education Agency - August 2014 - Present
One of 6 team members that supported all the 1200+ school districts in the State of Texas with PEIMS collection submissions including but not limited to: Supporting Texas Student Data System (TSDS) and the ecosystem, verify that the LEAs/ESCs Incidents are handled, make sure the resolution meets the SLA time frame, participate in user testing, manage TSDS Support outage process, and host monthly support scrum calls.
Hardware/Point of sale Support Tech - The Home Depot April 2010 – August 2014
Member of the in-house support team for 2500+ Home Depot stores in the United States and Canada. Duties include trouble shooting, diagnosing failure of POS and PC system, server management, walking end users through complicated processes. Providing project support, focus group participation, dispatching technicians, scheduling service calls and negotiating settlements between service providers and end users.
Exchange Admin @Harte-Hanks November 2009 – March 2010
Member of the Microsoft Online support system (BPOS-D). Duties include Manage exchange, break/fix calendaring, mail, and blackberry. Responsible for documenting all communications between customers and the repair group.
Shift Supervisor, Flextronics @ Austin March 2007 – May 2008
3rd shift Supervisor BGA repair Lab: Responsibilities include managing understaffed lab by cross training and implementing several reward programs. Also Supervisors are responsible for handling HR issues such as payroll, roster implementation, reviews, merit raises, and bonuses. Met all production goals set before me to date. Played strong roll in inception and implementation of the successful “Waterspider” program. Work in a 24/7-production environment.
Shift Supervisor, NewMarket Trading Group February 2005 – August 2006
Senior Server test technician: Responsibilities included identifying categorizing and prioritization of networking equipment. Leading technicians in test and repair of all major brands of Servers. This includes Dell, HP, Compaq, IBM, and Sun. Also testing RAID assemblies and enterprise level routers, switched, and hubs. I was the only technician on staff with the skill set to repair and test robotic storage devices. This was made more difficult due to the lack of documentation on many of the systems received. Interview, hire, and fire decisions, plus interview for other departments.
After I was promoted to Manager of the newly created parts/teardown department. Responsibilities include capturing metrics, leading team members, training, and process improvement, creating a parts/teardown inventory, and providing technical support for the server test teams.
Gary Teer
1905 Ridgetop
Round Rock, TX 78664
Email: *************@*****.***
Linkin: Gary Teer
Shift Supervisor, Image Microsystems. November 2003 – December 2004
Responsibilities include, capturing metrics, leading multiple teams, creating complicated process improvements, building a repair department, coordinating multiple warehouses, and providing a technical knowledgebase.
Dell Computer corp. November 1996- February 2001
E-Support testing and Qualification. Dell Computer Corp July 2000 – February 2001
Responsibilities include the following complicated and detailed test plans, troubleshooting systems, setting up and installing software over a LAN. Included in my responsibilities was following issues with the development team and other tech’s. I added several issues that were not cover by the test case as written by the Engineering staff. I added quality to the test by “Out-of-the-box” thinking.
Windows 2000 Advance server test and Final qualification Dell Computer Corp March 1999 – July 2000.
Responsibilities included testing, logging issues, working with Microsoft development Engineers in Redman to resolve issues, while maintaining the current workload in FIV. This was an overlapping project moving concurrently with the FIV Department.
Server Factory Install Technician, Server Factory Install Validation, Dell Computer Corp, March, 1998 - July 2000
Responsibilities include validation of factory install scripts, system functionality, and customer experience. Build and configure Dell Servers according to test plan specifications and verify the proper functionality of each. Accountable for reporting, debugging and track issues resulting from server installation scripts. Periodically reported operating system issues and worked with Microsoft programmers to resolve issues.
Software Development Test Technician, Dell Computer Corp November 1996 – February 1998
Responsibilities included testing, locating, and reporting “bugs” in software developed internally at Dell Computer Corporation. Ability to run multiple tests simultaneously on different platforms. Successfully completed “mission critical” tests as needed by working through the night and on weekends, including working 17 to 20 hours straight to accomplish goals on time. Managed the test lab and performed all support tasks to keep developers on schedule, including routine maintenance and upgrades of development systems for programmers and performed backups of source code. Worked with NT 4.0, NT server 4.0, NT 3.51, Windows 95, Office 95, Office 98, Japanese, Spanish, German, French, Chinese, and Korean. Tested all platforms Dell manufactures.
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