Customer Service Helpdesk
Resume:
ANTHONY ARROWSMITH
*** ********* **, ******, ** *9456
Phone: 402-***-****
Email: *********@*****.***
Employment History
Client Success Specialist - Lee Publications, Davenport, IA
End user support and provisioning for a system called BLOX Digital. This system was being used by 83 Newspapers and ultimately it became the new home for the Digital and Print format for those newspapers. Ticketing was done through Manage Engine and Atlasian. Since I had worked in Customer Service, I still fielded calls for some computer support as well.
05/2017 - 06/2023
Customer Service Manager - LEE Enterprises Inc, Davenport, IA
Desktop Services Manager for Multiple Midwest locations in Nebraska and Western Iowa. Remote support for Lee Enterprise locations. Local support for Computers, Printers, ManRoland Goss Press in the local Printing facility. Managed a group of 7 local Technicians but that number dwindled to 1 other tech in early 2022. On-site and remote Software support for Microsoft products as well as our in-house software. Administrator for 5+ years for the Security systems in 3 buildings. Traveled to various sites to perform maintenance and upgrades. After hours and Weekend On-Call support. User provisioning and un-provisioning for a number of our systems. Remote PC and Systems monitoring and OS upgrades. In the last 1 years there, I was also remotely supporting the Print facilities in 5 other locations. I the last 6 months I took on Remote Patching for the OS’s on the PC hardware, in all locations. In my last 1 months, I worked with and managed a small team to focus on getting machines current and compliant for the entire company.
12/1998 - 03/2017
Lan Wan Integrator - Nebraska Methodist Health System, Omaha, NE
With my background in multiple systems and Networks, HR placed me into the opening to be Network support. I had left the world of Token Ring 7 years prior but Methodist was still completely Token Ring due to IBM and had not embraced Ethernet yet. Very quickly, I am working on projects to integrate Ethernet and shut down Token Ring segment and not disrupt any of the VMS emulation or printing. Having worked with 3Com at West and Synoptics at Hyatt, now I get to learn Nortel. They had the only solution at the time that accommodated Token Ring and ATM. Conveniently, we were able to add Ethernet to that platform. For the next 10 years, I focused primarily on making the network better, starting to implement tools to monitor outages and occasionally getting brought in to discussions on integrating non-traditional systems into the network. For the next few years, those non-traditional would start to grow in all parts of the company. Radiology and Diagnostic imaging equipment, Bed Monitoring, Patient Tracking, Building Monitoring and the related file storage for all of these systems. Many of these systems had their own server technology and some used proprietary protocols.
11/1996 - 10/1998
Outsourced Manager - JWP Businessland, Santa Clara, CA
Local area Manager - An opportunity came up to go back to work for Businessland and manage a group of people in multiple states. I took over managing the outsourced Desktop support for US West. Businessland had secured the contract to service US West in a 14 state location, managed out of the Denver office of Businessland. I was responsible for the 4 techs in Omaha, the 2 in Des Moines and the remote support for Sioux Falls. In addition, I worked closely with my fellow managers and our US West counter parts to manage the Applications, Network, Hardware Refresh and Break fix for the 14 state region. A year into the engagement, I also picked up the Network staff as they were having issues.. I had no budget to worry about, but I still had performance reviews and now, more importantly, customer reviews and expectations. I had to manage to expectations on many levels and motivate my staff with little more than reassurance that things will get better. I was able to leverage some vendor training for most of the staff. One of the first challenges when I took over was to stabilize the OS/2 support. Heavily used in the Customer support area in Omaha and Phoenix. I also got tagged to help stabilize the NT roll-out as well as working with all areas during one of their Labor Strikes. Having had US West as a customer back in the 90's helped as well. In October of 98, I got downsized as part of the contract.
05/1994 - 10/1996
Lan Admin - West Telemarketing, Omaha, NE
West needed help with their Network setup to interconnect the three local entities, Inbound, Outbound and Interactive. In a few short months, we brought together the management of the West Tel Networks into one Network. To make that happen, I architected the first fiber ring in West to connect the building in the main campus. I was then promoted to Sr. Lan Admin - Supervisor of Technical Services - My boss took a job in Washington state and I took the promotion to lead the Network folks. Unlike before, I was able to develop career paths and facilitate training. As we were building out the Network and adding systems to the Network, another turn over happened and I took over Desktop as well, bringing my staff to 14. Again, more development and training to grow the staff. I also had to work with Finance to retain folks but not break the bank. At that time, the technical staff was making less than those taking inbound telemarketing calls. I led the effort to revamp our main call center from Coax to Ethernet to support Terminal Emulation. As we picked up more areas to support, I picked up knowledge on Pyramid Systems and their Non-Stop SQL as well as our Nortel phone system. I picked up knowledge on the other software systems to support the various areas, be it Finance, purchasing, operations for inbound and outbound calls, and other areas. The last major project I worked on at West was opening a new call center in Hampton Virginia. At West, I had developed a close working relationship with our facilities folks as it related to heating, cooling and power. That became invaluable at Hampton where a contractor wired some circuits wrong and kept taking down the network due to miscalculations of loads in the electrical panel.
01/1992 - 05/1994
MIS Technician - Hyatt Reservation Center,, None Selected
MIS Technician / Lan Admin - As Businessland collapsed, I went to Hyatt to support their Novell Network. While there I picked up support and maintenance of a number of other things there to include their AT&T 3B2 and the G2 phone switch, the Airline interfaces and rebuilding their Network core. While there, I also picked up experience with Terminal Emulation and we eventually implemented a Tuxedo front end to our systems in the call center in Oakbrook Illinois. I also picked up and certified on Informix running on HP’s Unix. It wasn't much different than the Dbase and FoxBASE/FoxPro that I had been supporting since working for a company in 86'. Hyatt purchased a System and program built around Informix from Brock systems in Atlanta. I spent a couple months reworking what Hyatt purchased to create a problem tracking system for customer service. Years after I left Hyatt, it was still in use.
09/1987 - 01/1992
Systems Engineer - JWP Businessland, Santa Clara, CA
Systems Engineer. I started with them as a tech and got pulled many directions to support the customers. Networking was a hot button and Businessland was Novell's #1 partner. While at Businessland, I got certified on a number of systems and then focus on being a Systems Engineer and assisted with selling Networks and Connectivity. Towards the end of my time there, I was supporting customers in multiple states and was part of the Central Region SE group. Again, not focusing on one technology or product, laid the groundwork for a career of supporting and servicing systems. In my time here, I also picked up exposure to CAD systems and also to UNIX platforms. Towards the end of my time there, I was not only doing Pre and Post Sales support / service for Network customers, I was also mentoring and leading our technical staff. I was supporting clients in three states and at times would hop a flight to some of their remote locations for short engagements. In January, Businessland laid off 8000 employees in an effort to remain viable. Our Omaha office was wiped out.
12/1984 - 09/1987
Various Businesses,, None Selected
For 3 years I worked at a few startup companies doing both Retail and Technical support. PC's were just hitting the market and Apple was getting a foothold in the Education market. I also worked on some vertical market databases and applications. The three years left me with the definite impression that I wanted to stay with the Technical field but I shouldn't focus on a single piece as they interact.
Education History
Occupational Licenses, Certificates and Training
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