Customer Service Technician
Resume:
Liddell Montgomery JR
*******.**********@*****.***
Summary:
** **** *****’ experience in Information Technology including Service Desk, Help Desk, Technical Support and Remote Support.
Specializes in troubleshooting, resolving software/hardware problems and providing quality Customer
Service, strong organizational, time management and communication skills
Technical Skills:
Kaseya Coresight Management System, Dame ware, AD (Active Directory), SCCM (System Center Configuration Manager), Service Now, Remedy and Clarify ticketing systems, Cisco VPN Client, WorkStation build tool, Ghost imaging software, Bluetooth, Apple IPhone, Android, Blackberry, desktop manager, Microsoft office 365, (Outlook PowerPoint/Excel/Word etc.) Lotus Notes, Windows operating systems (all Versions) Comp Guard cornerstone/centurion, Link Sys routers, EVDO traversing elements (Cisco 10K and Lucent m10i) IBM mainframes (UNIX, AS400) Desktop/Laptops/MDT/ COBOL/ BASIC/ FOCUS/ RPG/ JCL/ NATURAL/ DB2/ SQL/PROEDIT/CLIST/SAS/DBASEIV/ IDCAMS/SYNC SORT/TSOISPF/SDSF/CA7CA11CICS/MSDOS, EDI (send/receives), JES2/MVS commands
Education:
Kansas City Business College Degree in Computer Science (transcript on request)
Professional Experience: 1983 to 2019:
WellStreet Atlanta Georgia May 2019 – present End User Support Tier 3
Providing end to end management for Work Orders tickets, Incidents and Service Requests. Day to day responsible for supporting 250 users including 17 Urgent care centers across metropolitan Atlanta area. Provide Deskside, mobile and remote support. Installed/maintained all hardware including laptops, desktops and tablets. Imaged each computer with Windows 10 Operating Systems. Ensure licensed software is properly install per department standards. Receive and log incoming request via phone calls, emails, web and in person from the end-user community, including remote locations. These requests include procedural, software, hardware and O/S questions and issues for all company-supported technologies; including (but is not limited to) desktops, laptops, wireless devices, peripherals, and commercial and proprietary software. Provide 1st and 2nd level solutions to technical problems over the phone or desk side (onsite) to minimize the loss of production time in accordance with current Service Level Agreements. Open, track, escalate, resolve and close each problem/inquiry/request in Company’s Network's IT service management system. Keep customers apprised of ticket status in accordance with current Service Level Agreements. Recommend or perform remedial action or refer/escalate complex issues to higher levels (3rd and vendors) of technical support. Work with 3rd level and other internal resources, plus outside vendors and service providers as necessary to ensure that all referred incidents are resolved as quickly as possible. Prepare technical and procedural documentation relevant to systems and applications Update Company’s Network's asset management system as necessary to ensure all asset-related activity is recorded and up to date. Acquire and maintain knowledge of all relevant technical products, current support policies, and methods of support delivery, to provide technically accurate solutions to users. Train new Technical support personnel and IT interns.
Wipro Technologies Atlanta Georgia Jun 2017 – Feb 2019 Senior Service Desk Administrator
Providing end to end ticket management for Incidents and Service Requests
Performing Incident diagnosis, including, as applicable, discussing the Incident with the applicable Authorized User
Providing basic “on-the-job” training for Authorized Users
Performing Software break/fix activities
Acting Manger when management is unavailable
Training of all new employees
Performing remote take-over to resolve Incidents when approved by the Authorized User and complete Service Requests
Updating ticket status and communicating ticket status with the applicable Authorized User on a regular basis
Forwarding unsolved tickets to the appropriate resolver group
Closing tickets
Documenting commonly used resolution procedures
Updating knowledge base documentation
Identifying repeated problems that can be resolved through automation or scripting, responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA, also handle the call with speed to answer. Wrote and followed Knowledge base articles for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents
Koch Business Solutions Atlanta Georgia Aug 2013 – Dec 2016 Client Technology Technician
Building, deploying, and troubleshooting workstations for KBS/GP/INVISTA
Knowledge sharing with other team members via RKM “Remedy Knowledge Management”
Create, use, and ensure proper processes are documented for efficient workstation support
Document all requests in issue tracking tool “ITSM BMC Remedy”
Escalate unresolved issues to appropriate technical support groups. Also provides “hands-on”
assistance for server, voice, and networking support personnel
Work with site to develop strategy for projects involving local network
Liaison between site and network, access management and procurement team
Hyundai Capital Atlanta Georgia May 2013 – Aug 2013 PCM SARCOM KORE1 Lead Technician
Supervise 6 Technician’s Windows 7 refresh project
Quality check systems to ensure each image/Win7 upgrade is correct
Refresh Windows XP with Window7 Backup User data, image 145 HP 8000 and HP 8200.
Report daily to project manager and project coordinator
Angel Oak Capital Atlanta Georgia July 2013 – Aug 2013 Lead Technician
Relocated and installed docking stations/laptops computers.
Supported in house IT department with hardware/software and User issues.
Resolve any install issues assigned by IT department.
Quality check all installs to ensure completed per client request.
Veteran Administration of Leavenworth/Topeka Kansas Mar 2013 – May 2013 Lead Dell Computer Technician L4
Installed 204 desktops computers.
Supported in house VA help desk Technicians with hardware issues.
Resolve any install issues assigned by VA.
Quality check all installs to ensure completed per client request. Created excel spreadsheet to report daily to Dell computer project lead.
Responsible for ensuring Field Solutions Technician (L2) time sheets are correct, create and fax end of day certifications
.
HUD Lockheed Martin Kansas City Kansas Jan 2013 – Mar 2013 Computer Technician L2
Installed 80 Dell desktops computer
Backup and restore all users’ data with Norton Ghost utility
Imaged computers using Windows 7 Operating Systems.
Answered any user question on Windows 7 OS refresh
Resolved any user issues
AMERIGROUP Overland Park Kansas Dec 2012 – Jan 2013 Field Service Technician L2
Installed Windows 7 Operating Systems software for 204 desktops/95 Laptops.
Installed hardware for desktops and laptop docking stations.
Setup and configure 87 iPhone4s.
Support internal users with hardware/software issues.
Resolve any Service tickets assigned to Kansas Field Service Technician L2
Enterprise Car Rental Merriam Kansas Nov 2012 – Dec 2012 PC Technician
Installed 30 HP desktop computer
Image each machine with Windows 7 Operating Systems.
Backup and restored all user desktop data, files and Icons.
Answered any user question and resolved any issues.
US Bank Overland Park Kansas Oct 2012 – Nov 2012 Computer Technician
Installed/maintained hardware, for 180 laptops/desktops
Imaged each computer with Windows XP Operating Systems
Backup and restored all user desktop data, files and Icons
Set up and deployed imaged base on Bank employee role/department.
CVS Caremark Lee’s Summit Missouri Nov 2011 – Jun 2012 Pharmacy Benefit Manager
Call Center inbound calls, first line of contact with customers.
Provided members with prescription refills, new prescription.
Explained all aspects of benefits
Gather appropriate data and diagnose reason to forward calls to members Physicians or Pharmacist
Evaluate and deliver information regarding any updates/changes to benefits.
800 Call KC Kansas City Missouri May 2011 – Nov 2011 Customer Service
Call Center responsible for 800 inbound calls
Placing credit card purchase orders.
Answered any question about product callers’ purchase
GE Money Merriam Kansas Oct 2010 – Dec 2010 Customer Service/Help Desk
Call Center inbound calls from credit cardholders and clients.
Performed duties including online support, account upgrades, billing disputes, assist in balancing account.
Change personal information and verifying authorize card users.
Bushnell Lenexa Kansas May 2008 May 2009 Technical Support GPS/Digital
Call center inbound calls, resolving consumer issues, downloading, installing and upgrading software
using Windows Operating Systems and MAC.
Placed outbound calls to resolve all digital/GPS hardware/software escalated issues and
Sold/upgraded to latest digital/GPS outdoor equipment.
H&R Block Kansas City Missouri Oct 2007 – Apr 2008 Technical Support Tier 1
Call Center inbound calls, tax offices and internal departments responsible for password resets,
Account unlocks, Windows MS office troubleshooting, telecom support for voicemail, setup client's
Emails, applications and software updates.
Open trouble tickets to document issues and resolve open trouble tickets.
Configured and maintained computer systems, networks, and software.
Resolved escalated trouble tickets.
AT&T Lee’s Summit Missouri Aug 2007 – Oct 2007 Customer Service Representative
Call Center inbound calls for all employees benefit issues, including answering questions,
Recommending solutions and documenting issues.
H&R Block Kansas City Missouri Jan 2007 – Mar 2007 Remote Support Tier 2
Call Center inbound calls, remotely accessing tax and/or internal offices through VPN client, for
Installation, configuration, and maintenance of computer systems, networks, and software.
Triaged inbound calls to prioritize trouble tickets, create new trouble tickets,
Gave status to Tier 2 groups using excel spread sheets
Provided electronic data transmission to tax offices and/or internal departments.
Columbia College Kansas City Missouri Jan 2007 May 2008 Computer Support Technician
Installed/maintained hardware, software and local area networks.
Troubleshot issues, handled routine updates, supported any end user problems, request, question
and/or concerns.
Supported 27 desktops, 7 laptops using Windows Operating Systems / Windows Server 2003.
B2 Technology Consultant, LLC Blue Springs Missouri Sep 2006 – Sep 2009 Information Technology Consultant
Installed/maintained hardware, software and Local Area Networks.
Troubleshot issues handled routine updates, for laptops/desktops using Windows Operating Systems
and performed other duties including soliciting new business.
Harte Hanks Shawnee Kansas Apr 2006 – Nov 2006 Dotcom Helpdesk Lead Technician
Call Center inbound calls for researching customer complaints, problems, and resolving issues for
angry customers.
Supported Help Desk Tech (coworkers) questions/issues navigating customers through website.
Soft Quality Systems Leawood Kansas Aug 2005 – Nov 2005 Information Technology Recruiter
Recruited high end IT consultants for all aspects of Software contracts. Negotiated salary, benefits and
terms. Maintained client database, matched skill set with client criteria and interviewed potential
Consultants.
TOKO Company Lenexa Kansas Feb 2005 – Feb 2006 Handset Tester
Tested handset functionality, including network connectivity, games, ringers, SMS, voicemail, email,
Picture mail, internet browser and applications for product development.
Reported any malfunction to management and performed quality assurance before product went to
Wireless phone providers market.
Traveled nationally and internationally testing high proprietary cell phone's new features and shared
network connectivity.
CFIC Home Mortgage Olathe Kansas Jun 2003 May 2007 Loan Officer
Originated mortgage loans utilizing leads purchase from mortgage loan vendor.
Contacted borrowers collected all documents, research daily interest rates, analyzed best possible loan program for borrowers.
Corresponded with processor assuring title work, insurance, all documents completed for closing loan.
Cleared all stipulation for closing loan.
Federal Express 'FedEx' Overland Park Kansas May 2000 – Dec 2003 Customer Service Representative
Call Center inbound calls
Scheduling pickups
Tracking package movement
Resolving customer-shipping issues.
Thompson Nutritional Technology Kansas City Kansas Jan 2000 – Apr 2000 Quality Assurance
Technician
Tested product ingredients and final product quality per client's specification.
Scientifically tested premix for toxins, ensured product had proper amount of vitamins and minerals.
Verified product is package correctly.
Accountable for all incoming/outgoing materials and ingredients. Enforced industry standards and Government regulations.
NESCO Services Overland Park Kansas Aug 1999 May 2000 Contractor
Preformed assignments for a variety of companies across multiple platforms including plastics,
Veterinarian pharmacy, adhesive products and entertainment. Utilized problem solving, computer, and
Leadership skills, also packaging, fork lift operating and various unskilled tasks.
QUIXTAR Kansas City Kansas Feb 1999 – Sep 2000 Ecommerce Specialist
Owned and operated internet business.
Marketed QUIXTAR website (virtual mall),
Received commissions for each product sold and/or new business owner signup.
Sprint Kansas City Missouri Feb 1989 – Feb 1999 Software Engineer
Tested sales/marketing/order systems, including maintenance, repairs, enhancements, new services
and infrastructure to applications programs and/or systems.
Attended developer’s code walk through meeting, designed test execution plans and collected test data.
Built and prepared test environments, executed testing per client requirements, test cases and
test scenarios.
Facilitated client test result reviews and obtained user signoff.
Sprint Kansas City Missouri Feb 1989 – Feb 1999 Program Analyst
Developed applications in Lotus Notes, Dbase IV, and Email scripts.
Facilitated user group meetings for obtaining application requirements, taking suggestions, answering
question and training users. Researched and recommended new products.
Assisted with the installation of software/hardware. Upgraded system software/hardware where applicable. Provided additional support of external groups and acted as the point of contact for internal group work station issues.
Performed help desk and troubleshooting. Researched and resolved problems caused by application code, data and test environments. Maintained tables, files, and libraries those were pertinent to testing.
Setup and supported replicas of production environments for each testing scenario, and assisted in
maintaining test documentation and procedures.
Associated Wholesale Grocers Kansas City Kansas Nov 1983 – Jan 1989 Operations Supervisor
Coordinated shift turnover, ensuring adequate daily staffing of qualified personnel and reviewing
manpower schedules for all shifts required to operate the equipment for the data center.
Assisted with the development and implementation for continuous training.
Ensured operation support of production jobs according to schedules and requirements, ensuring
adequate and timely completion of production work.
Assisted in balancing production schedules within the available capacity in order to provide service to
users and optimize equipment costs.
Researched problems resulting in the operations process and recommended corrective action where
appropriate. Maintained data center documentation and procedures, coordinated probe determination
for resolution of system as well as communication problems.
Associated Wholesale Grocers Kansas City Kansas Nov 1983 – Jan 1989 Lead Computer Operator
Monitored and executed production schedules based on daily billing and order processing batch jobs.
Troubleshot and analyzed any problems such as job abends, hardware failure and escalated if necessary
to proper personnel or management.
Ensured that all computer generated reports were printed accurate and in a timely manner.
Loaded and monitored tape drives for nightly/daily production including pulling input tapes and stocking scratch tapes.
Operated all peripherals, including printing checks, loading printers with paper and manipulating
Contact this candidate