Independent Consultant Customer Service

PHILIP A. BELKNAP

(St. Leonard, MD *****)

Technical Specialist and Support Lead with experience in installations, configurations and maintaining a wide range of software applications including, but not limited to: Windows, Office, Microsoft 365 and Mac OS X. Strategic thinker known for analyzing and developing results to intricate and complex operational technology problems. Strong initiative and keen analytical / problem solving skills with an uncompromising approach to customer service and client satisfaction.

EDUCATION

U. S. Army - KG School, Telephone School, Two-Way Radios and Basic Electronics

Security Clearance: Active DOD Secret Clearance

Awards: Army Achievement Award & Army Merit Service Award

TECHNICAL SKILLS

Protocols: SNMP, X.25, TCP/IP

Hardware: IBM compatible PC's, Mainframe, ATM Fundamentals, Understanding TCP/IP, Data General Switcher, Frag T-1 and T-3, General Sniffer, Cisco Routers, Apple iDevices

Software: Microsoft Word, Word Perfect, Excel, Power Point, Word Star, ACADS Release 9 to 26 and 2000, Frag T-1 and T-3 Circuits, Cross Talk, dBase III, dBase IV, Sidekick, Power Menu, Access, Lotus Notes, Visio, Remedy, Freshdesk, Office 365

OS: MS-DOS, UNIX, Novell Netware, VAX/VMS, ACADD, Windows, Mac OSX

Networks: Ethernet (10Base2, 10Base5, 10BaseT, 10Base36), Token Ring, FDDI, Fiber optics

WORK EXPERIENCE

Front end clerk (part-time), GIANT FOOD Dec 15 - present

Process customers, work computer POS, and provide good customer service to them.

Independent Consultant, JCPenney(part-time) Dec 15 – Jan 2020

Installed routers and switches per sites request

Reconfigured telecom racks per diagrams

Installed UPS and connected everything back to operational

NMCI Technical Specialist, ALTA SERVICES/ TWD Associates Mar 08 - Oct 15

Provided technical support to NAVSEA at the Washington Navy Yard, including installation, configuration, and upgrade of computer hardware and software, troubleshooting and resolving issues.

Ran batch file to test Gold Disk applications and network drives; Tested hardware and software.

Communicated deployment issues in a timely manner to the Team Lead, Complete Automated User Orientation (AUO) on the user’s desktop in accordance with NAVSEA policy.

Performed seat acceptances for the tech refresh, fixing all problems from mapping to ensuring the ports worked, taking directions from NMCI employees.

Delivered user orientation in a concise and professional manner, assisted user in testing seat and completing the Seat Acceptance Checklist. Fully described and recorded deployment issues on the checklist identified as a result of the seat acceptance process.

Did punch list per the government both NIPRnet and SIPRnet seats.

Picked up coaching kits at beginning of day and returned kits at the end of day.

Environment: Microsoft Windows XP & 7, Microsoft Office, Outlook, SAAR forms

Tier 2 Technical Support Lead

Provided client/user technical support in the use of messaging; blackberries; collaboration; voice and video conferencing; desktop hardware, applications and peripherals; authentication issues; and automated software deployment support.

Provided support onsite, remotely, over the phone, or via email. Worked with Remedy ticket system and portal ticketing system. Worked with various tracking software (Remedy, fresh desk) and provided VTC support (Video Teleconferencing) support and scheduling.

Tier 1 Technical Support –

Filled in and provided client/user technical support when needed by receiving and recording, tracking, resolving and/or escalating all customer inquiries or requests for NAVSEA SPS Help Desk service. Provided system health checks for requested applications.

Followed all processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures, (working with ACO and ACTR in NET for data and information and procedures). Performed system updates support for requested applications.

Communicated with customers to provide status, feedback, or general information regarding their request or inquiry for service. Closed all resolved incidents or requests as required.

Conducted customer satisfaction call backs and record results. Attended ongoing knowledge transfer and training sessions. Stayed abreast of all changes in standard operating procedures.

Attended meetings as required. Requested assistance or clarification if standard operating procedures were unclear. Provided system monitoring support for requested applications.

WFI/TLA Associates June 05 - Sept 06

Project Manager-

Deployment Project Manager for the Quik Trak Replacement Project. Representing Amtrak Technologies, Operations Department, Field Systems & Maintenance Group as the Single Point-of-Contact responsible to oversee, coordinate and lead the process of Site Surveys, Site Preparation, Deployment and Implementation procedures for kiosk replacement project.

Maintained direct contact with the Vendor's Deployment/Delivery Manager and with Amtrak Station Operations personnel. Worked jointly with other departments in collecting information and documentation during surveys and the analysis process.

Participated in weekly implementation meetings/conference calls, as required. Provided overall planning, direction and accountability for the Deployment phase of the Replacement Project.

Managed commitments, deliverables and timelines within the developed Project Plans.

Monitored the overall progress and performance of the deployment/implementation plan; provided recommendations for improvement(s), if needed.

Field Systems Technician

Assigned to the Amtrak Technologies (AT) Department, directly involved with supporting the Quik Trak Expansion Project, performing station visits and site surveys along the Northeastern Corridor (NEC) and other U.S. locations.

Provided documentation and performed needed upgrades in relation to those site surveys. Also assigned responsibilities in coordinating Station Openings, Closings and Moves whenever AT deployed equipment may be affected, or when additional technical assistance is required.

Maintained close working relationship with AT team members, as well as with District and Station Managers around the United States in efficiently deploying, maintaining and keeping system equipment in good operating condition.

CERTIFICATIONS

Air Blown Fiber (by AIDCO) Wireless Communications (WINDATA) Cryptek

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