Customer Service Technical Support

Dennis P. Maikke

**** *** * ****, ** *****

719-***-**** ******.******@*****.***

LinkedIn: http://www.linkedin.com/pub/dennis-maikke/b/637/a41

Objective: Seeking an opportunity in IT systems and/or project management

Core Strengths: Experience, professionalism, motivation and leadership

Personal statement: 20+ years of experience, detail-oriented dependable and pragmatic IT Professional who puts results and team goals as top priority:

Proven success in combining various technical and tactical skills to achieve desired goals

Outstanding manager of IT projects a problem resolution specialist

Strong written and oral communication skills – diligently follows business process

Listening to team and users, empowering others, optimizing for productivity, efficiency, and cost control

Respected for making prompt, effective, and defensible decisions under pressure

Extensive experience in fast-paced environments, able to meet rigid deadlines

A dynamic and polished, energetic, and team-spirited professional accurate and ethical

Unique ability to quickly adapt to a wide variety of challenges a “Can Do” professional

Independent IT Consultant, Pueblo West, CO & Saint Paul, MN

Install, upgrade, configure, optimize, recover, and perform maintenance for individuals on Windows systems.

Technology Consultant, 2011 – Present

Voicestream Wireless/T-Mobile USA, Inc., Colorado Springs, CO

T-Mobile USA is a national provider of wireless communications (www.t-mobile.com)

Call Center Information Technologies Administrator, 2001 – 2010

Promote and implement company standards and policies

Perform the upkeep, repairs, upgrades, and deployment 1,000+ workstations & telephones, laptop computers, servers, routine system & process monitoring, backup tape rotation

Monitor the Remedy ARS software to insure SLA agreements are addressed on daily basis

Install corporate software packages as needed per department requirements

Mentor to fellow administrators, system programmers; provide training to end users

Support for telephony, networking, hardware, and software systems, Cisco routers, file and print servers

Configure, deploy, and monitor performance enhancements and system integrity

Evaluate hardware and software requirements, justify purchasing decisions

Evaluate end-user needs plus assist in testing, evaluation, & utilization of new systems

Collect data to analyze and evaluate existing, or deploy new client applications or systems

Report systems metrics, root cause analysis, and proactive monitoring

Serve as a problem resolution professional and liaison between technicians and end-users

Act as lead technical contact, directing outside resources in support of project and operational activities

Propose methods for improving current processes, procedures and interdepartmental relationships

Create, test, deploy and update disaster recovery plans

Function as a remote point of contact to application support groups

Tasked to support technical needs for the Colorado retail stores

Comdisco inc, Minnetonka, MN

$2.2B Sale/Lease of New/Used Computers and Computer Peripheral Equipment, Software (www.comdisco.com)

Site Activation Technical Lead Analyst, 1999 – 2000

Support technicians during Cisco routers, NT Servers and Workstations installs

Coordinate Field Technicians at client sites, with heavy documentation using Remedy ARS, and Visio

Conduct daily troubleshooting of issues via PC Anywhere, HyperTerminal, or Telnet

Work directly with circuit providers (MCI, Frontier, Level 3, and Sprint), to ensure circuit activation

Operations Engineer duties, adding managed objects and activating sites via Remedy ARS database

Increasing equipment implementation success by documenting step-by-step troubleshooting procedures

Network Engineer tasks, configuring routers prior to installation and validating per network design

Technical, Professional and Personal Expertise:

•Demonstrate experience with superior judgment, problem resolution, cross team collaboration and the ability to work under critical deadline pressure and effectively prioritize and execute tasks in a high-pressure environment, acts as a key contributor in complex and critical environments, ability to present ideas in business-friendly and user-friendly language

•Highly self-motivated, keen attention to detail, strong technical and analytical skills with the ability to think creatively and develop new solutions

•Excellent organizational and customer service skills, anticipates customer needs and identifies and solves problems quickly and completely

•Able to network efficiently in order to locate subject matter experts as needed working in a team-oriented, collaborative environment managing enterprise environments, proficient in managing multiple priorities and address complex problems and non-standard situations

•Makes operational and strategic decisions based on varied inter-departmental sources and applies organizational consensus to solve problems and maintain company standards

•Ability to effectively manage time, prioritize work, multi-task across many assignments and delegate to others as well as monitor their work for completion

•Ability to manage a diverse workload and work under time constraints, expecting heavy workloads during project development and implementation

•Advanced project leadership and organizational skills with demonstrated ability to lead effective project teams

•Task management, participating on team projects from beginning to end, activities include: developing and managing task and resource schedules, documenting, tracking, and resolving issues; documenting project status and communicating project status to management

•Analyze new and emerging technologies and apply them to meet current and future business requirements

•Strong conflict resolution skills

•Experience in leading customer requirement information-gathering sessions

•Work hands on, provide troubleshooting, and acquire new skills rapidly

Software: Adobe Acrobat Pro, PhotoShop & Premier Pro, BMC Remedy ARS, Cisco lOS 11.3 & 12.0, Microsoft Operating Systems & Office Professional – Outlook, Word, Excel, PowerPoint, Access, Project, Visio, Nuance’s Dragon NaturallySpeaking & PaperPort, Symantec Ghost Norton & PC Anywhere

Hardware: Cisco routers/switches, Telephone equipment, Motherboards, CPU, Memory Chips, Controller Cards, Hard Drives, CD-ROMS, peripherals, and Network Cards, UPS

Telephony: Lucent Definity G2/3R PBX, Lucent Intuity Audix voicemail, Lucent Definity Extenders, and Lucent CentreVu Call Management System, Lucent IP Agent

Systems: Dell, Compaq, HP, IBM, Mac, Micron, NEC, Zenith, Netfinity 5000 servers

Education: Dunwoody Industrial Institute, Minneapolis, MN

Associate of Applied Science, June 1990

References and additional information upon request

Contact this candidate