Customer Service Technical Support

DENNIS CROOK

Home: 713-***-**** Mobile: 713-***-****

Katy, TX 77449 Email: *********@*****.***

PROFESSIONAL SUMMARY

I am a degreed professional (Industrial Technology Major) in providing technical support and valued customer service as I have managed a variety of equipment, including hardware and software allocation and reallocation and inventory tracking. This includes but not limited to desktops, printers, switches and routers in the Oil and Gas industry. As a wireless professional, with over fifteen years of experience, I have lead complex telecommunications operations from engineering, installation to conflict resolution. My educational experience consists of a Bachelor’s degree in Industrial Technology, which includes but not limited in OSHA safety, Production Quality Control, Process Improvement, and Logistics.

Employment History

IT Contract Support Hire Date: 8/16 – Present

Insight Global – Katy ISD

* Desktop Support through reimaging, supporting, troubleshooting, and repairing Lenovo PCs

* Troubleshoot and repair smartboards, network printers, among other network devices.

* Troubleshoot and replace CISCO access points, Tripp Lite UPS devices.

* Activate network drops from the switches to the end-user’s location.

* Re-termination of Ethernet jacks when broken.

* Identify network connection using a Fluke tester.

* Verify full connection of CISCO VoIP phones (Have a history of programming phones).

* Provide great customer support.

IT Contract Support Hire Date: 5/16 – 8/16

Teksystems

* POS upgrades for Walmart.

* Install Server, activate drops, and configure terminals for hotel network.

IT Support Hire Date: 3/14 – 9/15

JGC America

I was the entire IT depart for the first 3 months successfully performing the following:

* Performing PC imaging and profile setting.

* Programming CISCO IP Phones (CISCO Unified Call Manager)

* Installing of network printers and other peripherals for end users.

* Adding users to active directory and setting security based on user's profile.

* Installing Lotus Notes.

* Provide orientation on PC use and setup for new hires.

* Troubleshoot and repair minor network issues.

* Inventory Control

* Helpdesk and desktop support

* Vendor contact for support.

* MS Office 2013/365

* CISCO and AMX Video Conference System; Verified full functionality prior to all meetings.

Instructed users on proper operation of the video system, along with creating a user’s guide.

* Meet and work with international customers in regards to IT issues.

Project Management Hire Date: 1/14 – 2/14

Texas Oncology

* Develop technical method of procedures for field technicians to perform Win7 upgrades.

* Create a master spreadsheet for deployment scheduling and tracking its progress.

* Communicate with upper management of all aspects of the project.

* Provide lessons learned prior to closure of the project.

Technical Support Hire Date: 10/13 – 12/13

Lyondellbasell (Disys)

Worked myself out of a job by completing the PC refresh 3 months earlier than planned.

* Performed the company’s lifecycle PC exchange, including imaging and profile setting.

* Accepting and running break/fix cases to completion. This consist of hardware and software troubleshooting and repair (Lenovo PC’s and its associated peripherals)

* Provide daily updates on work activity

* Remedy ticketing system

IT Field Technician

CompuCom, Houston, TX Hire Date: 11/11 – 10/13

* Provide training of technicians, nationally, on the process for migrating the new PC’s per the BASF requirements, assisting with the coordination of the deployment and technical assistance during the project and daily break/fix assignments.

* Takeover and resolve issues, allowing the current technician to move on to the next migration without missing or delaying an appointment.

* Installation and repair of LAN and wireless networks, routers and switches, break/fix of desktops (NCR, IBM, DELL) with configurations static and dynamic (DHCP) setup.

* Install CISCO Wireless Access Points for Walgreens, along with router equipment, including the 802.11 and 802.16 wireless standards range, and RFID with other clients.

* Worked with TCP/IP, STMP, FTP, in troubleshooting and repair or replacement.

* Worked in a Chemical plant performing PC migrations and been trained on safety in and about the facility.

* Worked with in the field and in planning of Wi-Fi and Wi-MAX solutions.

* Active Directory experience.

Sales Associate Hire Date: 4/10 – 10/11

Firestone, Rosenberg, TX

* Supported the technicians in providing a quality service for the customer’s automotive needs, which includes greeting the customer and properly keying in the order, advising the customer of recommended repairs.

* Closing the store; preparing the bank statements for the next day’s deposit. Insuring that the store and shop are secured prior to leaving.

IT Technical Support - Contract Hire Date: 1/10 – 3/10

Jason’s Deli

* Support and troubleshooting the deli’s network (Aloha, Menu-link, Kiosk, and its associated network components), which includes the staff’s PC’s, and its peripherals, and not limited to the loading of supported software, and verifying/modifying IP addresses.

Project Manager - Contract Hire Date: 9/08 – 4/09

Time Warner

* Managed the engineering, and installation of wireless backhaul fiber equipment.

Project Management - Contract Hire Date: 6/08 – 9/08

Alliance Data Systems

* Managed the engineering, and installation of call center switching and recording systems.

Project Management - Customer Service Manager Hire Date: 6/93 – 5/08

Nortel Networks, Richardson, TX

* Lead major wireless communication and data technology projects and programs for many carriers. Oversaw shipping, engineering (hardware and software) coordination and onsite installation of over $15+ million, annually, in wireless and data communications systems projects, from concept through completion.

* Managed the integration of wireless and broadband equipment in the customer’s facility.

* Managed the integration of wireless and broadband equipment in customer facilities. Provided single point of contact for customer products and services.

* Conducted regular customer calls to review open Technical Support cases.

* Coordinated dispute resolution with Accounts Receivable department. Provided Lead Coordination with internal departments (Technical Support, Product Management, and Sales) to ensure quality and efficient resolution of customer issues.

* Provided expert level support to customer technical personnel to identify and resolve hardware, software and database issues, and assisted with partial or total restoration of network failure.

Skills

* Microsoft Office

* Project Management

* SharePoint

* Break-Fix (Desktops, Lenovo, POS, IBM, NCR, Dell, and HP)

* Hardware installation of Cisco Wireless Access Nodes

* Hardware installation of Cisco Router

* VoIP Phone installation

* CDMA/EVDO

* Sales Force

* Microsoft CRM

* POS Installation and Maintenance

* Network Moves and Expansions

* Corporate Customer Service Account Management

* Process Improvement

* Cell Site Maintenance

EDUCATION & PROFESSIONAL DEVELOPMENT

Lamar University, Beaumont, TX:

BS in Industrial Technology

Lamar University, Beaumont, TX:

Associate Degree; Computer Electronics and Robotics

Associate Degree; Industrial Electronics Technology

Houston Area Safety Council:

OSHA Safety Basic Plus

United States Air Force:

Ground to Air Navigational Aids

Government ID:

TWIC (Transportation Worker Identification Credential) Card

Active Passport

REFERENCES

Tracy Dones (LyondellBasell Industries – Technical Supervisor) 281-***-****

Reggie Noris (CompuCom – Field Support Leader) 832-***-****

Doug Fuller (Nortel - Senior Management) 678-***-****

Bobak Dean (JGC – Database Manager) 832-***-****

Contact this candidate