Technical Support Customer Service
Resume:
John D. MacPherson
Bellevue WA 98004
acy4eq@r.postjobfree.com
425-***-**** (Cell)
Employee with wide exposure to computer technical issues in varied industries.
Strong computer analysis/troubleshooting skills combined with the ability to document and disseminate the introduction of new technology. Experienced with executive level and VIP support.
Certifications:
CompTIA A+ ce (2015) CompTIA Network +ce (2015) CompTIA Project+ (2015)
CIW Internet Associate (2014) CompTIA Linux+ (2015) CompTIA Security+ (2016)
CIW Web Design Specialist (2016)
Five M.C.S.E (2003) courses completed and tests passed.
Currently enrolled at WGU in BS IT (Inf. Security) program and will collect several more MS, Cisco, etc, certificates.
Act as the customer representative/advocate for computing issues, including delivery systems products, services, and positions as well as hardware/software acquisition & planning.
Communicates computing environment changes to the customer at the executive
level and training to the user level.
Provided technical support for MS Office applications, BlackBerry, iPhone, iPod, VPN and wireless connectivity.
Customer service perspective/ sales and customer retention perspective.
Provided international technical support for executive end users of Windows NT4/2000/XP/W7/W8.1/W10 Operating Systems at their home offices and on the road.
Researched, Selected and Implemented computer systems for employers.
Initiated and Participated in 14 month self study group toward M.C.S.E. and a 24 month WGU study effort for certifications.
Investigate and researched technology for executive use in order to satisfy customer
needs, including creating strategies to improve cost effectiveness, performance, and
capabilities.
Fulfilled Enterprise Help Desk role at Boeing as analyst, lead, and second level analyst for two years.
Researched, implemented, and selected an Audience Response System (Turning Point) for use at large external presentations at international sites.
Created and Conducted end user Lunch and Learn training sessions on topics ranging from External Access and Wireless Networks, Outlook Personal Folders, and Microsoft Office Applications.
PROFESSIONAL HISTORY
3/6/2001 to 10/18/2013 The Boeing Company Seattle WA
Executive Computing Support Team
Provide support for Boeing Capital Corporation executives, attorneys, and sales engineers and visiting Corporate Headquarters senior management. Maintain Active Directory for users/groups/machines.
Act as liaison and consultant, providing consultation and coordination to executive
customers in regard to application of new technology.
Research, evaluate and plan support for BCC international and domestic U.S. marketing
locations outside of Puget Sound
Support BCA and BCC executives with AV equipment procurement, applications, Blackberry, computer systems and Audio/Visual equipment at major investor/financier presentations in New York City, London, Dubai, Rome, and Hong Kong.
Evaluate and present new technology, software, and systems to BCC executives.
Deployed Windows NT, XP, and W7 OS with new hardware to 250 users in five locations.
1/10/2000 to 3/6/01Technical Integrator, World Wide Site Operations Americas
Provide third level support for Non-Prime Sites throughout North and South America.
Respond to support tickets related to Boeing Field Service Engineering representatives.
Travel to sites throughout Regional Operating Center area to install and modify network
operations and convert to Outlook/Exchange Server email system.
Install, configure and modify appropriate VPN encryption arrangements.
2/13/1998 to 1/10/2000 Second Level Analyst Desktop Windows Systems
Provide support for first level analysts concerning OS, email, network, VPN, and application issues not resolvable at that level.
Respond to tickets using Remedy tracking system created by first level CSRC analysts by contacting end user to resolve issue.
Support site operations technicians with assistance on more complex network and
hardware issues.
Troubleshoot network configuration and remote connectivity problems.
3/1/1997 to 2/13/1998 Analyst- Desktop Windows Support
Provide technical support for end users of desktop applications.
Troubleshoot issues toward resolution or dispatch of on site technical support.
Keane, Incorporated (Dataskills)Seattle WA
National Computing Consultancy and Technical Support Organization
Supervisor (Team Lead)-Windows 95 Project
Motivate, train and support a group of assigned Technical Support technicians.
Technical Support -Windows 95 Project
Respond to entire spectrum of End User Customer Inquiries regarding technical support
issues.
Used strong background in DOS, Windows 3.x, Hardware, and various NOS to provide
` support.
Earned Productivity Awards for performance in excess of expectations.
Provided third-party technical support indistinguishable from that of the manufacturer-
Microsoft.
Education:
John Carroll University Cleveland OH English
University of Pittsburgh PA English
San Francisco State Univ. San Francisco CA Business
Univ of MO at Kansas City MO Business
Univ. of WA. Seattle WA Communications
Western Governors University BS IT (currently enrolled)
Technical Training:
USN Digital Electronics/Missile Guidance Systems
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