Trainer, Technical helpdesk Manager, Supervisor, field Support Support

MICHAEL E. KILLION

**** *. ***** **.

Springfield, MO. 65807

Phone: 618-***-****

**************@*****.***

HIGHLIGHTS OF QUALIFICATIONS

Proven leader, with exceptional interpersonal skills, along with the ability to motivate individuals to achieve maximum productivity.

Able to communicate effectively with all levels of management.

Purchasing and Inventory control of hardware/software of a company of 2,500 employees; 2 years experience.

Customer service center background includes positions as technician, supervisor, and manager with over 10 years experience in the field.

Expert in all aspects of Personal Computing workstation board level hardware support; 7 years experience in the field.

Extensive knowledge of Data Communication technology and support; over 15 years experience in the field.

Knowledgeable in Local Area and Wide Area networking; 3 years experience in the field.

Extremely proficient in troubleshooting and problem resolution of Personal Computing workstation Microsoft Windows and Microsoft Office application software; 10 years experience in the field.

REPRESENTATIVE ACCOMPLISHMENTS

SUMMARY OF POSITIONS HELD

RPM Product Support Training Specialist - KARMAK, Carlinville, IL. Responsible for deployment, implementation, training, and support for the Karmak ProfitMaster RPM product. Responsible for one-on-one training at customer locations, via WebEx, as well as in a classroom/workshop setting, also responsible for the preparation of curriculum for product training classes on the use of RPM and related products.

Manager - Desktop Technical Computer Support Group at DATA GENERAL’s Customer Support Center in Norcross, GA. Duties included: maintaining stringent charter for International Standards of Operation (ISO), preparing and presenting the groups annual business plan and budget requirements to senior staff, maintaining departmental goals and objectives, managing, supervising, and evaluating 18 assigned personnel for potential pay increases and or promotions.

Supervisor - Internal Assistance Center at WORLDSPAN LTD. Atlanta, GA. Responsible for coordinating all support aspects between the various company development and support groups. Responsibilities included; main frame application support both in the VM and MVS environments, all corporate approved software applications, and all personal computing workstation hardware and software configuration requirements for 2500 company employees.

Senior Support Specialist - PARS Communications Kansas City, MO. working as a field support technician and installer of travel agency computer hardware and software applications. Dispatched when problems could not be resolved via phone support.

Senior Customer Assistance Center Technician - PARS Communications Technical Customer Assistance Center, Kansas City, MO. Responsible for assisting customers in both computer hardware failures and operational functionality via phone support.

Supervised and instructed 250 Naval Reservist in Naval Communication technology.

SYSTEM DESIGN & IMPLEMENTATION

DATA GENERAL - Responsible for the design and implementation of the Microsoft Systems Engineering support group. This included selecting candidates, implementing training, and working with senior management to establish customer contracts.

WORLDSPAN LTD - Designed and Implemented the Internal Assistance Center help desk. Responsible for purchasing and inventory control of all computer hardware/software licensing and installation support of 2500 employees. Other support included; supervising a support staff of 12 help-desk personnel.

MAINTENANCE CONTRACTS

DATA GENERAL - Managed and provided vendor support to such companies as NAPA. Genuine Parts, TEXACO, and COLUMBIA HCA. Along with providing all internal hardware support for a company of 4000 employees.

WORLDSPAN LTD - Influential in internal hardware support negotiations with third party vendors, for the support of all internal hardware used within the company. Major computer products included:

*IBM computers/Laptop's *Gateway 2000 computers *Hewlett Packard printers.

EMPLOYMENT HISTORY

Banking Support Specialist February 2015 – August 2016 TeleTech (USAA) Springfield, MO.

Consultant June 2014 – December 2014 MODIS, Southfield, MI

Photo Specialist October 2008 - July 2012 Walgreens, Springfield, M0.

RPM Product Training Specialist October 2007 - June 2008 KARMAK, Carlinville, IL

Manager-Desktop Support Group August 1995 - December 1997 DATA GENERAL, Norcross, GA.

Supervisor-Internal Assistance Center June 1993 - July 1995 WORLDSPAN, Atlanta, GA.

Senior Support Specialist March 1991 - June 1993 WORLDSPAN, Kansas City, MO.

Installation Technician February 1988 - February 1991 PARS Comm., Kansas City, MO.

Field Support Technician " PARS Comm., Kansas City, MO.

Senior TCAC Technician " PARS Comm., Kansas City, MO.

Naval Communications Instructor February 1980 - February 1988 US. NAVY

Naval Communications Group Leader " US. NAVY

Naval Radioman 2nd Class " US. NAVY

EDUCATION & TRAINING

Bachelor of Science - Human Resource Management

Missouri State University, Springfield, MO.

Currently 17 hours short of graduation

NOVELL - Service & Support course - Cobb Training Institute, Atlanta, GA.

Microsoft Access for Windows course - Productivity Point, Atlanta, GA.

AT&T Data Communication I & II, San Francisco, CA.

United States Naval Training courses

Leadership Training * Instructor Training * Data Communication Training * Electronic Basic

References provided upon request.

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