Service Representative Technical Support
Resume:
William C. Fillmore
Katy, Texas 77449
Email: *********@*****.***
Linkedin: https://www.linkedin.com/in/bill-fillmore-89a67a14
Summary
Experienced IT professional. Self-starter who works well as part of a team or independently with little or no supervision. Very organized with the ability to prioritize and adapt to change. Excellent communication and customer relation skills. Practical hands on experience with servers, desktop pcs, laptops and printers. Skilled at helpdesk and phone support. Ability to supervise technical staff.
Skills
Operating System Expertise – Microsoft Operating systems
Software Expertise – Active Directory, Microsoft Office 97/2010, Microsoft Outlook 97/98/2010, McAfee and Norton anti virus programs, remote connectivity, RAS, Citrix, PCAnywhere, Internet Explorer, AutoCAD, Microstation, Primavera, Aspen, Hyprotech engineering applications, Ghost.
Hardware Expertise – Compaq desktop and laptops, Dell desktop and laptops, Toshiba laptops, HP desktop, laptop and enterprise printers. 3com NICs, PCMCIA cards, modems, CAT 5 cabling.
Audio Visual – Electrohome, NEC, Proxima projection systems.
PDA’s
Employment Experience
WorleyParsons Hired 4/2004 Laid off 9/2016
IT Location Manager 2012 - 2016
Responsible for managing staff of 23. Staff provided deskside support. Fix/repair software and hardware issues. Deploy desktops, laptop and engineering systems.
Manage budget of $17 million dollars
Report to business management on all IT matters
Coordinate technical support in 10 buildings in the Houston area.
Approve IT invoices
Manage inventory/Assets which included by not limited to computer, printers, phones. Software licensing, warranty and service agreements.
Manage ServiceNow ticket system
Create and manage new and existing accounts using Active Directory
Create exchange mailboxes
Worked with Vendors, Dell, Ricoh, Microsoft, Engineering software vendors. Received and documented hardware and software. Updated database for both.
IT Technical Support Manager 2007 - 2012
Supervise staff of 17
Manage ServiceNow ticket system
Create and manage new and existing accounts using Active Directory
Create exchange mailboxes
Manage inventory which included by not limited to computer, printers, phones. Software licensing, warranty and service agreements.
Support over 2800 users and clients
BlackBerry and cell phone support and administration
Desk Side Support Analyst 2004 - 2007
Responsible for installation and support of hardware and software. Other responsibilities include making sure customer SLA’s are met, maintaining the hardware inventory. Also trained the customer by giving Knowledge Café on various applications.
CTK ON-SITE Computer Repair 2003 – 2004
IT consultant/Technician
IT support for small business and home computer users. Troubleshoot hardware and software problems. Upgrade hardware and software. Install and administer Cat 5 and wireless networks. Home office setup. Internet setup, virus protection and general consulting.
Aker Kvaerner, Houston, Texas 1991-2003
Senior PC Technician
Spec, configure and support for all laptops for multi-million dollar engineering company. Developed configuration to simplify login from home office, offices located worldwide and to make dialup connections.
Developed service request tracking system that ensured a timely response to all requests resulting in increased customer/end user satisfaction. This system led to the development of a Hotline desk.
Configuration and installation of Windows NT 4.0 servers
Network and Desktop support for 1100 user network infrastructure.
24 hr global phone support.
Primary contact for business critical client audio/visual presentations
WAN support
Administrator for ECxtra VPN
Developed and maintained system for software and hardware inventory
NYNEX Business Center, Houston, Texas 1990 – 1991
Customer Service Representative
Support of marketing representative and clients
Service representative for Fortune 500 companies
Troubleshooting and repair of servers, desktops and printers
Entre’ Computer Center, Houston, Texas 1987 – 1990
Service Manager 1989-1990
Day to day operation of Service department for computer reseller
Hiring of technicians and administrative staff. Personal increased from 5 to 28 during this period.
Maintain customer satisfaction
Maintain inventory
Negotiate service contracts
Dispatch and supervise technicians
Field Service Technician (1987- 1989)
Responsibilities included on site and in house repair of computers and printers. Support for sales representatives and clients.
Education
Microcomputer Technology Institute, Houston, Texas
Corning Community College, Corning, New York
Notre Dame High School, Elmira, New York
Certifications
A+ Certification HP
IBM Toshiba
Compaq
Network +
Contact this candidate