Customer Service Information Technology

Michael A. Hackney

**** ********* *** ** ****, TX 79930 Phone: 915-***-**** ad1b7j@r.postjobfree.com

Qualifications

Multi-Certified Customer Service Professional

Ten-plus years of experience in outstanding customer service Information Technology, with abilities ranging from network infrastructure, planning, implementation, verification and troubleshooting. These qualifications are complimented with excellent technical support documentation, outstanding team collaboration and a very strong client-based communications skill set in English and Spanish. Accustomed to managing difficult client situations.

Technology Summary

Security:

Offensive and defensive network security and auditing. HW/SW firewalls and IDS/IPS implementation/monitoring. RBAC, MAC, DAC and ACL’s. Cryptography and encryption algorithms (AES, 3DES, Blowfish, RC4/6; RSA, DSA, PGP). Vulnerability assessment, patch management, threat detection & mitigation including viruses, trojan’s, worms and key loggers.

Systems:

Cisco IOS versions 9.x through 12.x. Current Windows based client/server OS’s, Linux (Red Hat, SUSE, Debian, Ubuntu, and Backtrack). VMware, Virtual Box and virtualization technologies.

Skills: Service-oriented, Customer satisfaction specialist, Courteous, Diligent and Efficient

Experience

PT-Customer Support Specialist – eSolutions Consulting Group (2000-Present)

Assists clients and Customers, via telephone, e-mail or chat, with orders, inquiries, requests, problem resolution, and comments/feedback regarding products/services. Consults with Clients and Customers to identify additional needs related to the products or services. Recommends appropriate products, services or solutions. Makes appointments with clients for personnel to make house visits to Install or update products. Performs duties in a courteous, efficient, and professional manner. Meets Company and client goals for levels of performance.

Data Center Customer Service – ESP,LLC El Paso, TX (2005-2009)

Responsible for answering phone calls in regards to school based Medicaid claims system. Assisted system users on re-setting their passwords, navigating the system, entering claims, and creating reports. Organized web-ex meetings for the company to include emailing all the members involved. Organized and scanned a variety of claims and added them to the server in chronological order.

Data Center Specialist – Datapipe San Jose, CA (2004-2005)

Responsible for the monitoring and maintenance of over 300 online servers, as well as the DC’s routers, switches, firewalls and IPS’. In charge of immediate intervention, based on a mission critical operating environment.

I.T. Specialist – EPISD El Paso, TX (2002-2003)

Responsible for the manipulation, cleansing and tracking of imported data sets from various school districts within El Paso Independent School District (HIPPA Compliant). Monitor and maintain all automated FTP sites (Web-based Data Repositories) for multiple clients. Attended to any client request via phone, email or in person to assist with any computer problem.

Available for Part-Time & Contract Assignments Fluent in Spanish

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