Customer Service Technical Support

Christopher D. Perry

Fort Worth, Texas ***** • Cell 254-***-****

E-Mail: ***********@*****.***

LinkedIn: https://www.linkedin.com/in/chris-perry-59532450

SUMMARY OF QUALIFICATIONS

•Over 10 years of responsible work experience

•5 Years Customer Service experience

•4 Years Technical Support/Service Desk experience

•1 Year Active Directory experience

•5+ Year Password reset experience

•Familiar with Current Good Manufacturing Practices as well as FDA regulatory compliances requests

•Committed to excellence

•Completed 30 Hours of College Coursework in Media Design, Computer Maintenance, Communications and Networking

•Basic Skills with Computer Maintenance Technology

•Excellent Management and Leadership Skills

•Proven ability to exercise good judgment organizing and contribute to efficient operations.

•Knowledgeable of MS office suite

•Self-motivated, punctual and trustworthy

•Work well independently as well as part of a team

EMPLOYMENT HISTORY

2/22—Current Oreilly Auto Remote

NOC Analyst 1

•Utilize tools on a daily basis such as RabbitMQ, Jira, Putty, MatterMost, Dynatrace, Nagios, Icinga, AWX, Assurance, Confluence, Notifier, Timeline-o-Matic, VeloCloud, PagerDuty, Duo, GlobalProtect, ProShip, Zoom,

•Monitor multiple environments

•Monitor and troubleshoot systems problems, network outages and application issues

•Notify the correct teams when persistent/unfixable problems occur

•Perform daily logs to monitor the health of a servers/systems

•Monitor servers/applications during maintenance/patching and code deployments to notify teams of any unexpected errors

•Create incidents and open bridges between the teams with regards to communication during production incidents.

•ticketing system to identify short comings of code deployments

•Keep a log of incidents and Jira tickets for tracking purposes

•Monitor Jira to ensure tickets are being processed and completed within a timely manner

•Create/Update SOP’s to keep procedures current

10/16—07/22 NTT Data Remote

Sr. Administration, Sr. Associate Consultant, NOC

Duties: Monitor applications which ensure reliable communication between healthcare providers and their patients.

•Utilize tools on a daily basis such as RabbitMQ, SolarWinds, em13c, BMC Remedy, Powershell(PS), SteelCentral(Riverbed), Jira, F5 load balancers, Pingdom, Infor Cloverleaf and Global Monitoring, Flysing Squirrel, Elmah checks, Management Portal, SQL, rTools, Ascent UI32, Sprint Messenger, AppInternals, Remote Desktop Manager, Slack, Teams, Confluence and Putty

•Communicate with Healthcare providers and resolve issues while maintaining HIPPA regulations.

•Monitor multiple environments

•Perform daily logs to monitor the health of a servers, systems and ensure heartbeats are stable.

•Bring up and take down servers for maintenance and production.

•Create incidents and open bridges between the SRE, DCS, and DEVops teams with regards to communication during production incidents.

•Manipulate servers, open bridges to validate and correct major errors, and create tickets via Jira ticketing system to identify short comings of code deployments

•Perform Server updates.

•Utilize Global Monitoring to monitor Cloverleaf Servers to ensure clinical data was flowing correctly.

•Manipulate HL7/CDA/SMTP servers and services in order to resolve monitoring alerts

•Hyper monitor HL7/CDA servers and services to ensure they stayed within the correct parameters

•Keep a log of incidents and Jira tickets for tracking purposes

•Perform patching on Linux servers.

04/16—01/17 Solai & Cameron/Fujitsu Richardson, Texas

Service Desk Technician

Duties: Diagnose and troubleshoot incoming calls from internal users with technical problems and information technology issues using network remote access.

•Support and maintain effective relationships with users

•Answer incoming inquiries, responds to users’ questions and solves problems according to standardized procedures.

•Uses product information, multiple client tools, client specific reference materials, scripting, advanced technical knowledge, customer service skills and problem solving skills to diagnose and solve user problems.

•Assists users in solving problems related to hardware, software, networks and peripherals using available technology.

•Support for the other technical applications and equipment at the stores including but not limited to E-Mail, remote connection hardware & software, printer hardware and software suites for store specific and chain updates and tasks

•Troubleshoot Microsoft office/Office 365

•Utilize Taiho and Triole ticketing systems

•Utilize 4-5 different servers to manage users AD and SAP accounts

•Re-map users share drives

•Troubleshoot users Exchange issues

•Troubleshoot and reset users Active Directory and SAP passwords

•Trouble shoot users network connectivity issues

•Upgrade and downgrade users applications.

•Assists users in solving problems related to hardware, software, networks and peripherals using available technology.

•Communicate with co-workers and other departments/groups to complete change orders, service requests and incident tickets within a timely manner to minimize company downtime.

10/15---04/16 Compucom/US BANK Dallas, Texas

Service Desk Technician

Duties: Diagnose and troubleshoot incoming calls from internal users with technical problems and information technology issues using network remote access.

•Support and maintain effective relationships with users

•Answers incoming inquiries, responds to users questions and solves problems according to standardized procedures.

•Uses product information, multiple client tools, client specific reference materials, scripting, advanced technical knowledge, customer service skills and problem solving skills to diagnose and solve user problems.

•Troubleshoot and reset users Active Directory.

06/15---10/15 Telvista/Verizon Dallas, Texas

Technical Support Associate

Duties: Accurately captures all customer and issue related information in the proper database.

•Leads customers through documented process of fixing their software, hardware, or network problems

•Answers incoming inquiries, responds to customers questions and solves problems according to standardized procedures.

•Uses product information, multiple client tools, client specific reference materials, scripting, advanced technical knowledge, customer service skills and problem solving skills to diagnose and solve customer problems.

03/15---07/15 Volt/Texas Instruments Dallas, Texas

Manufacturing Specialist

Duties: Runs, operates and monitors various types of equipment/machines assigned.

•Checks and inspects all equipment’s condition, parameters, safety gadgets, and supporting documents of the materials before operating the equipment/machines.

•Inspects the units produced and determines the rejects/defects as they come out from the machine.

•Make decisions, think and plan in a logical sequence to carry out job duties in order to meet the demand of the production schedule while collaborating with team members as necessary to meet production deadlines

10/13---02/15 Time Warner Cable Arlington, Texas

Field Technician

Duties: Installation of Telephone, Internet and Television services

•Successfully routing and installing services (Cable TV, High-Speed Internet, & Digital Telephone)

from service point throughout the customer’s home

•Install digital boxes, modems, and digital telephone equipment inside the customer’s home

•Educate customers on services & equipment

•Troubleshoot existing services and bring installation up to quality-control standards

09/12 --- 03/13 K&M Contracting Dallas, Texas

Electrician Apprentice

Duties: Assist with installs, repairs, and maintains motors, transformers, generators, lights, appliances, circuits, wiring, and other electrical system equipment and components in compliance with electrical codes, standards, and regulations.

•Read blueprints and deduct the proper needs thereof

•Run conduit of all types, figure loads and wire sizes

•Knowledge of the tools, equipment, and materials common to the electrical trade

05/10 --- 09/12 Allergan Hewitt, Texas

Washroom Operator

Duties: Responsible for disassembling, washing, preparing and autoclaving equipment used in sterile filling area

•Setting up parts for production lines in a Class A environment Re-assemble parts

•Utilize aseptic technique combined with extensive documentation practices and procedures

•Make decisions, think and plan in a logical sequence to carry out job duties in order to meet the demand of the production schedule while collaborating with team members and other departments as necessary to meet production deadlines.

09/09 ---09/10 Cargill Waco, Texas

Pump Operator/Injector

Duties: Responsible for assembling pumps gathering freight and feeding the pump line.

•Assembling the pump before operations begin

•Gather freight for use during operations utilizing Forklift and Pallet Jack

•Feed freight to line so ensure team remains productive.

•Record the type of product used and record the start and stop times.

•Ensure all employees are being productive and are working safely.

02/06 — 01/09 ABX AIR INC. Waco, Texas

Lead

Duties: Responsible for supervising 30+ employees on team

•Loaded and unloaded pallets and utilized Forklift to fill out load plans

•Loaded/unloaded trucks while ensuring order accuracy for a large express delivery service.

•Safely operated belt to ensure other employees were working safely

•Ensured freight was placed on appropriate pallets and ensured quality productivity was

completed by employees.

•Acting supervisor for 2 months.

EDUCATION

TEXAS STATE TECHNICAL COLLEGE Waco, Texas

Computer Maintenance Completed 2 years

Devry University Dallas, Texas

Communication and Networking Administration, Completed 1 year

A+ Certification In Progress

References furnished upon request

Contact this candidate