Roger A. (Al) Belcher Sr.

*** ****** **.

Bellevue, NE 68005

Home: 402-***-****

Cell: 402-***-****

ad12c4@r.postjobfree.com

Employment History

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

Help Desk Lead

Assisted users with password resets in Windows and multiple banking applications. Unlocked users accounts working with Active Directory. Led up to 12 onshore Agents when they had sisues helping users. Was 2nd tier escalation point for issue tickets when agents could not resolve issue. Worked special projects when needed by customer. Troubleshot hardware/software issues

With Desktops/laptops/printers/scanners and other Bank hardware.

2013 to 2019 Tierpoint

Cisco TAC Supervisor Desktop Support

Supervise a team of 16 Cisco TAC Engineers supporting on UCS-B, UCS-C, and MCS series servers and equipment. Perform troubleshooting, via Cisco WebEx, remoting into Windows, Linux, and VMWare based Intel servers. Troubleshoot issues on CPUs, memory, disk controllers, NICs, hard drives, etc.Order replacement parts. Assist customers in rebuilding RAID 0, 1, 5, and 10 arrays. Handle case escalations and communications with customers.

Prepare weekly, monthly and quarterly reports. Work with high volume customers, with special contracts, to iron out issues and raise customer satisfaction. Modify processes to meet customers evolving requirements. Worked with Salesforce ticketing system.

EDUCATION

Am 2 classes shy of an Associate’s Degree in Information Systems from the University of Phoenix

COMPUTER EDUCATION

SUN Advanced UNIX System Administrator I & II, Windows NT Server Administrator, Honeywell Computer Operator and advanced operator, Sperry advanced operator, DEC Operator, DEC System Management I and II, DCL Utilities and Commands. I also attended Sun Solaris 10 Boot Camp. USAF PC maintenance classes through Zenith Data Systems.

CERTIFICATIONS

I have been a certified instructor for 4 years in Crisis Prevention, CPI, through the Crisis Prevention Institute.

PROFFESIONAL MILITARY EDUCATION

USAF NCO Academy, USAF NCO Prepatory School, USAF Institute Military Technical Writing, Workplace/AFOSH Safety, various supervisory and management courses.

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