Customer Service Manager
Resume:
ROBERT KELLY TURNER
Glendale, Arizona 85306
Home:480-***-**** / Cell:480-***-**** ********@***.*** PROFESSIONAL BACKGROUND:
I have been involved in the IT industry for five years now performing helpdesk support, and building computers for the last ten years. I have built and repaired client windows systems for soho’s and personal use, given some consultation on soho network topology, ran cat 5E cabling, static and dynamic DHCP addressing in routers, and have helped customers find ways to speed up/optimize their networks. I have worked with clients face to face and over the phone providing customer service to the client as well as resolving technical issues with end devices: such as desktops, laptops, printers, browsers, hardware, and projectors. I have also spent a little time adding/removing clients and computers from their respective servers, in which I have some experience with Active Directory.
SKILLS:
Software: Windows OS systems 7, 8.0, 8.1, and 10, Apple Sierra/High Sierra, Microsoft Office,
Office 365; Anti-Virus, Anti-Spyware, Anti Malware; web browser installations: Internet Explorer, Google Chrome, Firefox, Opera + home page alterations, required, recommended, and optional updates for Windows, java and adobe acrobat, flash, air, shockwave; and co-processor chipsets.
Hardware: motherboards, processors, heatsinks, fans, video cards, optical drives, hard disc drives, power supplies, serial, sata, pata, berg, molex, HDMI, firewire, cat 5 cabling, projectors and printers.
Troubleshooting: blue screens, drivers, web browsers, network connectivity, network adapters resets, RJ-45 cabling, video cards, RAM, router resets, fan speed, default printer, email scans to client address, device manager, safe mode restarts, ipconfig, netshwinsock resets, clear cache on DNS, web browser, and system cleans, monitors, defective cabling, audio, and internet radio.
WORK HISTORY
IT Security Analyst Aug 2018- Current Arizona Game & Fish Department
•I update and patch desktop's and laptop's.
Work directly with KB installation, important, recommended, and optional updates.
•Install and update JAVA, .NET framework updates, security updates, Visual Studio and ADOBE.
I use C$, RDP, CmRcViewer, batch files, powershell scripts. And remote access software.
Service Desk Technician 08/15/2017 to 08/01/2018 Milestone Technologies
•Ticket creation using Jira. Working with technologies such as Zendesk, Brain Tree, Lucid Chart.
•Deprovisioning of employees. Researching issues and figuring out the resolves.
•Customer service is the main function within this job.
•Troubleshooting networks, Windows 10, Macbook Sierra/High Sierra.
•Working with Google docs, spreadsheets as well as Microsoft Word, Excel, and Power Point.
Help Desk Manager 10/2016 to 08/31/2017 Certified Languages International
•Provide security for the network, install servers into server room, connect technicians offsite into switches via kvm and/or laptop.
•Use of specific technologies such as LogMeIn, Macrium, SpiceWorks,
KillDisk, Trend Micro,
Malwarebytes. I also have a extensible knowledge of various anti-virus and utility technologies such as sysinternals and ninite, Microsoft Office and Outlook.
•Image/Backup hard drives using Macrium, Ghost, via dock.
•Troubleshoot BlueScreen and unexpected shutdowns.
•Troubleshoot slow startups, log in errors, peripherals, monitors.
•Prep workstations to be joined to domain.
•Troubleshoot Windows 7 PRO OS.
•Connect phones and computers to switch technologies via server room.
•Label and organize all cables in server room.
•Familiar with CMD Prompt commands such as ping and trace route.
Support Specialist 07/2016 to 08/2016 All Covered- IT services from Konica Minolta
•Imaged hard drives, laptop, tiny-in-one modules, Surface pro, using Ghost software
•Asset tagged items in depot and recorded using bar-coder and excel
•Hard ware repair on lap-tops, and desktops including optical drivers and motherboard replacement.
Installed Windows 7 onto desktop/laptop, installed updates from Windows store as well as HP, Dell, and Intel, installed various antivirus programs, installed adobe such as flash player, Reader, Air, and Flash player. Installed .NET framework, Microsoft Silverlight, connected computers to domain.
•Used ticketing system (remedy) to record work progress and completion. Also for time management.
•Minimal experience with Microsoft Server 2016, Bomgar, and Kaseya.
Premier Support Technician 07/2015to 05/2016 Asurion –Phoenix, AZ
•This position I work with clients on a daily basis providing customer service in a technical related field.
•My responsibilities include either guiding the customer to resolution or remotely using tools such LogMeIn.
•The technically related issues include but are not limited to, backing up data to various cloud technologies, factory resetting mobile devices, troubleshooting mobile apps, network routers, WI-FI and cellular network adapters, Bluetooth related issues, sms/messaging, multimedia messaging, hot-spots, tethering, phone activation, issues related to phone numbers porting between carriers, media retrieval, mobile OS/mobile application updates, application installs, malfunctioning phone chargers/batteries, screen tearing/bleeding/non responsive, sim cards, and providing a general education to customer upon request about device functionality.
•I have worked with various mobile operating systems such as OS,
Android, &Windows. The devices include but are not limited to Samsung Note and S series, Motorola Droid, Droid II and Turbo series, Apple 5, 6, 6S, and Nokia.
Desktop/Network Support 01/2013to 01/2015 Family Care Connections –Glendale, AZ
•Hardware and software consultation for computers and network.
•Installed all hardware and software on desktops, lap top, printers, and end devices.
•Set printers to specific computers users).
•Troubleshoot network TCP/IP connectivity issues.
•Set up router with appropriate security settings.
•Installed Wi-Fi plus cat 5e Ethernet cable lines.
•Installed projector for training sessions on lap top.
•Update all drivers for printers, operating systems, Microsoft Office, antivirus programs IOBIT,
MALWAREBYTES, McAfee, NORTON, and Citrix, plus, all web based browsers including Internet Explorer, Google Chrome, and Firefox.
Provide phone support for browser issues, network (Ethernet/Wi-Fi) connectivity issues, and printer issues.
•Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
•Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
•Consistently met deadlines and requirements for all production work orders.
•Aligned office departments and increased inter-department communication and data sharing. Recommended network security standards to management.
Desktop/Network Support 01/2012 to 01/2015 Orange Planet Promotionals –Tempe, AZ
•Network topology, operating system installs plus routing consultation.
•Ran Cat 5e Ethernet lines.
•Install Wi-Fi.
•Consultation plus troubleshooting for TCP/IP, DHCP, NAT, PCI Compliance, Networking Issues, plus all end devices (printers + desktop/lap top).
•Designed and implemented peer to peer architecture topology.
•Set up Windows 7 computer to perform as a file server.
•Provide phone support for browser issues, network (Ethernet/Wi-Fi) connectivity issues, and printer issues.
•Worked with client getting the PCI compliance for credit card transactions. This involved going into the router and setting up the correct ports so there system could communicate with the server.
EDUCATION:
Bachelor’s: Philosophy
2017 / Arizona State University -Tempe, AZ
Maintained an A average, solved philosophical paradoxes, and engaged in complex discussions related to the material
Associate of Arts: Philosophy
2012 / Rio Salado -Tempe, AZ
Dean’s list
The Art of Instrument Building
2009 / Roberto Venn-Tempe, AZ
Built two electric and one acoustic guitars CERTIFICATIONS:
Cisco: CCENT (CSCO12764459)
Microsoft: MTA Windows Server Administration Fundamentals license E8888307
MTA Networking Fundamentals licenseE939-1155
MTA Windows Operating System Fundamentals license E864-8794
MTA Security Fundamentals licenseF052-8423
MCP license E864-8793
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