Customer Service Front End

Summary

Accomplished, solutions-oriented IT professional with 30 years experience in computer installation, troubleshooting, maintenance and repair. Broad understanding of computer hardware and software, including management, documentation, systems analysis, configuration, and technical support. Proven ability to successfully analyze an organization's critical support requirements, identify deficiencies and potential opportunities and develop innovative solutions for increasing reliability and improving productivity. Well versed in a variety of common operating systems, applications and hardware with ability to quickly master new tools and technologies. Proven track record of success operating in a 24/7, mission-critical environment. Experienced in backup/disaster recovery procedures.

Core Strengths & Abilities

Demonstrated ability to handle the timely assessment of computing environments, recognize specific needs and provide general consulting analysis and troubleshooting; perform software customizations in accordance with client requirements

Provides fast, efficient client needs assessment and fulfillment escalating urgent issues for prompt attention

Able to effectively educate and guide staff and end-users on software configuration and front end functionality to ensure proper utilization of all software and ancillary applications

Able to install hardware (desktop PC’s, printers, monitors, scanners, and other peripherals;) experience installing and configuring software, utilities, and productivity tools

Solution-oriented work style; provides creative, decisive and confident decision-making

Adept at articulating complex technical concepts to users of varying technical understanding

Strong customer service orientation; able to quickly analyze problems and provide appropriate solutions; maintains a patient and tolerant demeanor when responding to difficult customer inquiries

Technical Expertise

Advanced knowledge of IBM Blade and Dell Servers as well as extensive experience with Dell and IBM computers.

Professional Work History

Reynolds & Reynolds – Portland, Oregon & Vancouver/Hillsboro, Washington 1989 to Present

Senior Field Engineer

Key Accomplishment:

Often called upon by Field Engineers across the country for guidance regarding issues requiring time sensitive response

Install, setup and maintain computer systems for automotive dealerships, apartment complexes

Recommend hardware and software options, including networking equipment and servers; once selections have been made, acquire all systems, handle installation and train end-users on new equipment

Onsite and remote troubleshooting of hardware/software/ networking problems and repair

Configure all servers and PC's to network together and function within a local or wide-area network involving locations within multiple building sites or across states

Network switches/routers/printers connected via ethernet, fiber, wireless communications or secure internet

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