Richard Hughes

**** **** *** **********, **** *5230

513-***-**** (mobile)

adrdta@r.postjobfree.com

CUSTOMER SERVICE PROFESSIONAL

Profile

More than 25 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.

Possess solid computer skills.

Excellent working knowledge of Microsoft Office Suites.

Ability to train, motivate, and supervise customer service employees.

A team player, acknowledged as “Total Quality Customer Service Professional.”

Current TS DOD Clearance

Desktop support specialist for hardware and software.

• Printer support for HP, Lexmark, Canon, Ricoh

• Dell, Lenovo, HP laptop and desktop maintenance and configuration

• Endpoint encryption installation, maintenance, and RSA token administration

• PC Anywhere, Citrix Remote Desktop and Terminal Server remote solutions

• Microsoft Office suite support from 2003 to 2010, Windows XP, and Win-7

• Imaging and reimaging systems.

March 2018 to present Pomeroy Inc. Hebron, Kentucky

Senior Bench Technician

Repair, modify, and prepare Desktops, laptops for our customers. These include Lenovo,

HP and Dell.

July 2016 to April 2018: Startek Inc. Hamilton, Ohio

Tier 1 support for Cincinnati Bell customers. Products supported include Voice, Data and Video within the Cincinnati Bell coverage areas.

02-2012 to June 2016: Unisys Inc. Cincinnati, OH

Senior Service Technician Same Business Day Technician

Resolution of SBD customers with 2 and 4 hour SLA’s. Predominantly work in various data centers in the metropolitan and tri state area. Installation of and maintenance of Dell servers, Cisco routers, Quantum tape and HDD backup systems.

01-2011 to 01-2012

Essintial Enterprise Solutions

Senior Customer Service Technician

Onsite support for Citizens and Charter One Bank in Mason, Ohio

Responded to user requests for hardware and software support such as MS Office applications and unique customer applications. Prepared equipment for installation and decommissioning as needed. Received customer’s recognition and appreciation for work done during their office remodeling project.

06-2011 to 01-2012

Atos

Help Desk Agent (contracted employee)

Used strong customer service skills to resolve issues arriving via telephone. Escalated those issues that were out of scope of my level.

Made detailed notes of user problems, symptoms and inquiring as to history of problems.

Supported digital and analog Avaya phones addressing issues such as password and voicemail resets.

Supported thin clients and remote VPN issues for users.

Consistently met or exceeded number of 1st call closures required.

03-2011 to 06-2011

Compucom

Field Engineer

Maintenance and installations for CompuCom’s’ customers including Home Depot, Cricket Communications, CitiFinancial, Target Stores, Xerox and Proctor & Gamble.

Scope of work includes POS equipment, Dell desktops & Laptops, HP and Lexmark printers.

01-2009 to 03-2011

HALIFAX CORPORATION INC

Senior Field Engineer

Installation and break fix services for local clients including Macys’ MCCS Mason, Ohio, Taco Bell, Blockbuster, Xerox, Microsoft Corp and Proctor & Gamble. Services include POS, desktop, laptop and server equipment. Installation and reinstallation of XP operating systems using web enabled imaging at Macy’s MCCS location as well as server support.

08-2005 to 01-2009 ONESOURCE/REVACOMP INC Cincinnati, Ohio

Senior Technical Specialist

Installation and maintenance for companies contracted customers including restaurants, retail and governmental clients. Work includes wide variety of printers, IBM servers, POS, laptop and desktop systems.

09-2002 to 12-2007 PITNEY BOWES INC. Charleston, West Virginia

Manager Field Service

Managed daily operation of the service department throughout the state of West Virginia.

Monitored service technician’s efficiency and productivity.

Worked closely with sales department to increase revenue and market share.

Established training schedules and maintained standards and operations for my district.

Raised performance levels of technicians to highest within corporate service division.

Received “Most Improved” service award for my district.

Education:

• Control Data Institute Arlington, Virginia Certification in Information Technology

• CompTIA A+ Certification February 2002

• Howard Community College Associate degree in Business Administration

• Dell Corporation Certified Systems expert for over 60 Dell products

• Dell Corporation Server certifications for PowerEdge servers.

• Quantum Corporation: Scalar i500 Library Service Training

DXi-Series Installation and Hardware Replacement

Scalar i6000 Service Training

• HP Certifications for servers, laptops desktops and printers.

• Lexmark Certifications for eight printers

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