Customer Service Representative
Resume:
BERT ALLEN
PHONE 801-***-****
Tampa Florida
*****.***@*****.***
Experience Summary:
Quick learner and highly professional customer service representative with presentation, team building, interpersonal, Oral Communication, & Problem Solving has been something that I have been given the ability to do with ease.
Ability to work in high pressured global environment. Supporting up to over half a Million Global users
ITIL certified through the US Department of Veterans Affairs
Familiarity of SSL certifications
Windows 2000 server, Windows 7, Windows 8, Windows 10 & MAC OS
VPN client's Citrix, Cisco, & Netgear
Active Directory
Attention to detail
Built over 50,000 computers while with Gateway from installing the system board to loading the ghost image leading to "break fix" experience
RDP
Jamf Pro system knowledge
Azure Desktop Analytics Administrator, Cloud Device Administrator, & Helpdesk Administrator
IT Asset Manager Verizon Wireless Jan 2024- Present
Equipment setup for deployment Windows & Macintosh.
teardown of returning equipment for reuse/decommission
Setting up for old equipment removal & disposal
Maintaining ticket closure rate
Supporting employees like 46k refreshes per year
Employee count is over 500 thousand
IT Equipment Manager Myriad Genetics INC. Dec 2021- July 2023
Equipment setup for deployment Windows, droid, IOS & Macintosh.
Creating documentation for correct process of equipment setup
teardown of returning equipment for reuse/decommission
Training the team on proper documentation of teardown process.
Setting up e-waist vendor for old equipment removal & disposal.
Training staff for educational purposes of all aspects of my job duties.
Systems used are jamf pro, Azure, Apple Business Manager
Field Tech tier 4 HCL America Oct 2020- Nov 2021
Going to client sites replacing defective hardware.
Reloading Macintosh OS & Windows OS over the network.
Repairing Defective equipment, Located in client location's
Network Admin/Assistant Full time to part time Pioneer Propriety Management Sep 2019-Sep 2021
Full time until October 2020 then I went to part time 1099 for a year while I was working at HCL America
Keeping the propriety network up to date and secure.
Rebuilding computers as needed for propriety tenets and management.
Keeping up on the latest computer technology
System Admin for the complex and the 41 tenets
Tier 2 Desktop support Morgan Stanley Sep 2018- Sep 2019
Remote rebuilds of computers Nationwide.
acting as service coordinator between my team and other groups to get outages directed to teams for immediate attention to fix or place a work around to minimize work flow. - working closely with upper management at time of outages
Front Line Service Desk Intermountain health care May 2018- Sep 2018
Working with Doctors & Nurses for application access including AD password reset's in LDAP
Resetting AS400 profiles
Assisting users with Dragon speak.
National service desk Department of Veterans Affairs ADAMS/ASMR Dec 2015-Mar 2018
Working with Doctors & Nurses to help with whatever needs that they require from resetting a AD password to updating .dat files of the nac agent
Configuring PKI encryption in outlook for users
Configuring Mobil Pass for clients “ Working directly with Citrix”
Working with users Cisco VPN client "Rescue" application for users
NSOC configuration & identifying virus within the network
Training fellow co-workers on Customer Service.
Network Admin/Assistant Pioneer Propriety Management Jan 2009–Dec 2015
Keeping the propriety network up to date and secure.
Rebuilding computers as needed for propriety tenets and management.
Keeping up on the latest computer technology
System Admin for the complex and the 37 tenets
Education
Granit school district, Salt Lake City, UT. 1996 Diploma
US Citizen authorized to work for any company in the US
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