Customer Service Support

Ralph E. Cencebaugh

*** **** ***** **

DeBary, Florida 32713

*****.**********@*****.***

SUMMARY

Professional with strong technical and communication skills support for incident resolution and requests reported to the level 2 helpdesk. Experienced with initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. Excellent analytical skills, PC software training, help desk support and customer service management.

HARDWARE

PCs, printers, network cards, routers, and DSU/CSUs, RS-232, servers, PDA’s, Cabling Cat5 and 6, Switch and server room maintenance

SOFTWARE

MS Office suite 2007 – 2013 (current support lead for EY), Adobe, Avecto, Iron Mountain Connected Backup, Easy Link Mobile fax, CRM/InterAction, Good Mobile messaging, Internet Explorer, Java, GAAIT, Lync, Skype, Lotus Notes, Outlook/exchange, PDF Exchange, Pointsec, SCCM, SecurID, ServiceNow, SharePoint, PGP disk encryption, Symantec Endpoint Protection, Novell 3.11, 4.11, 5.0 and version 5.1, Mainframe applications. My last position with Ernst & Young I supported over 200 different applications.

OPERATING SYSTEMS

DOS, Novell NetWare v5.1, Windows 95, XP, 7, 8 and 10, and MS Windows NT.

CERTIFICATIONS

TCP/IP – Subnet

A+ Certified

2005

2002

Hewlett Packard Laser jet repair

Electronics Technology

1999

1991

TRAINING

Diagnosing & Configuring PC’s

1997

Novell CNE, & DOS

1993

Novell 5.0 advanced, Novell 4.11 advanced

1998

Windows NT

iPhone mobile messaging support

Project Management Fundamental

Iron Mountain Personal Backup

Avoiding Grammatical Errors in Business Writing

Advanced Skills in MS Outlook 2010

ServiceNow Inventory management

Supporting Lync 2010

ServiceNow Creating Knowledge

ServiceNow Knowledge Technical Review

Active Directory Administration in Microsoft Windows Server 2008

1999

2003

2008

2010

2011

2013

2014

2014

2015

2015

2016

PROFESSIONAL EXPERIENCE

Real Estate Agent

Currently working as a Real Estate Agent for Sloane Realty LLC. March 2016 - Current

Ernst & Young LLP, Orlando, FL

2002-2016

One of the world's leading professional services organizations, helps companies across the globe to identify and capitalize on business opportunities. (One of the "Big Four” accounting firms)

Helpdesk Support Analyst

Ralph Cencebaugh PAGE 2

Helpdesk Support Analyst (Continued)

Performed technical support for approximately 200 applications and services including Firmwide, Assurance & Advisory, Tax, Q&RM, and IT. Performed various assignments that related to server/workstation installations, PC diagnostics and configurations at multiple customer locations.

Microsoft Office suite Level 2 lead for the Americas. Deployed MS Office 2013 globally across 182 countries. Supported the product by creating over 500 knowledge articles to support the helpdesk.

Managed a national roll out of laptop computers by loading applications and troubleshooting network connections and functionality. Developed end user training material on packaged and customized applications. Provided all help desk support (hardware and software) that resulted in a reduction of support calls and administrative paperwork by 40%. Tracked on a Help Desk Queue system using ServiceNow.

Maintained 3 offices, Orlando, Jacksonville, and Tallahassee. From office moves, to onsite support of PC’s, Servers, switches, routers, power backup units, VIOP, and service contracts for facilities.

Desktop and Laptop imaging, configuration and installation

Active Directory and MS Exchange user management

Advanced knowledge of the configuration, administration, and maintenance of audio/visual/

teleconferencing systems

Arthur Andersen LLP, Miami, FL

1997-2002

Arthur Andersen LLP was a holding company and formerly one of the "Big Five" accounting firms providing auditing, tax, and consulting services to large corporations.

Network Administrator/Helpdesk

Managed and upgraded servers, routers, Cisco switches, and network printers for both in house and two other satellite offices.

Implemented backup strategies, and support our helpdesk (for 480 people).

Monitored adherence to service level agreements of MIS departments for appropriateness and consistency and recommend changes when necessary.

Maintained 3 offices, Miami, Fort Lauderdale, and West Palm Beach. From office moves, to onsite support of PC’s, break fix, PC OS Imaging, Servers, switches, routers, power backup units, and service contracts for facilities.

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