Customer Service Manager

IT Manager ■ Field Services Engineer ■ Network Administrator

IT Professional adept in Technology Delivery and Customer Service

Accomplished Information Technology Professional with the proven ability to provide and support a wide range of technology services and hardware support in a high paced corporate environment.

A skilled problem solver with an insatiable desire to troubleshoot and resolve issues with a clear understanding of the need for root cause analysis and prevention.

A recognized expert in providing customer technical support and service.

Core Competencies

Network Installations, Troubleshooting, Administration and Principals

Cisco Router, Switch and Firewall IOS and CLI usage

Adtran Device Installations and Support

TCP/ IP Knowledge and Standards

Network Cabling and Standards

Routing Protocols (RIP, OSPF, BGP)

Wireless Network Installations, Surveys and Deployments

Printer Repair and Maintenance – Experienced in servicing and repairing laser, thermal, and line matrix printers manufactured from vendors such as HP, Dell, Lexmark, Zebra, Datamax, Intermec, Monarch, IBM and Printronix,

Server/ Desktop Hardware and Software support – Dell, HP and EMC

Point of Sale Service and Support

End User Support and Customer Service

Windows Operating System - All Versions( XP, 7, 8 and 10)

Microsoft Office Suite (2010, 2013, 365)

Smartphone Support (IPhone, Android and Windows)

Professional Experience

Field Service Engineer/IT Manager/Owner at M32C Tech Services ■Dallas, TX■ Oct 2010-Present Owner and Field Technician for my own IT service and consulting company completing over 4000 service requests for 350 plus clients in a wide range of industries and corporate environments. Extensive support and service provided in general office environments as well as in healthcare, hospitality, data centers, retail and distribution / warehouse locations. Service requests completed have included hundreds of network installs and circuit test and turn-ups for many of the leading ISP’s (e.g. AT&T, CenturyLink, Level3, Verizon, Time Warner and Comcast). I have experience with preforming wireless network installations surveys and deployments.

Information Management Specialist at Xerox Business Services ■ Dallas, TX■ Jun 2010-April 2013

Laptop and Desktop System Administration and Engineering

End User Support, Training and user documentation creation.

Senior Desktop Technician at Broadlane, Inc. ■ Dallas, TX ■ Mar 2007-Jun 2010

Managed a group of 6 technicians overseeing the following:

Laptop and Desktop System Engineering and Administration

VOIP Support- Managed Cisco Unified Communications environment including two Call Manager servers, two Unity Voicemail servers and two Customer Contact Express servers.

Active Directory Administration- Responsible for user ID, computer accounts, security groups, and organizational unit creations and management. Support for this area included assigning permissions, password resets, group policy, and login script configurations.

Exchange Administration- Includes the setup of new mailboxes and email accounts as well as granting access to those mailboxes. Also includes updating the Global Address Book with request for additional contacts and responsible for setting up and establishing the policies that are in place for the Exchange ActiveSync.

Network Administration and support - Cisco IOS and command line (CLI) configurations, DNS and DHCP administration.

Printer Administration - Managed print servers and 50+ Xerox, and HP Network Printers

Desktop Support Engineer at Telvista Inc. ■ Dallas, TX ■ Aug 2002- March 2007

Responsible for the support and administration of 650+ Clear Cube Blade PCs’ and 150+ traditional PCs’ in a call center environment along with image and software deployments.

Technical Support Engineer at Telvista Inc. ■ Plano, TX ■ Aug 2000- Aug 2002

Provided technical support for the accounting package QuickBooks over the phone.

Certifications

Cisco Certified Network Associate (CCNA) – Currently Recertifying

Cisco Certified Network Professional (CCNP)- Currently Recertifying

ITIL V3 Foundation Certified

Network + (CompTIA’s)

Security + (In process of completing)

A + (CompTIA’s)

HP TechZone MasterTech PC Credential

HP Accredited Platform Specialist

Dell Foundation Desktops

Dell Foundation Latitude

Education

Collin College - Graduated 2004

Awarded a degree in Associate of Applied Science in Computer Networking Technology.

Awarded certificates in Cisco Systems Networking and Advanced Cisco Systems

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