Customer Service Technician

DANIEL E. BRYANT

Raleigh, NC Cell # 828-***-**** **************@*******.***

INFORMATION TECHNICIAN PROFESSIONAL

Automation / Hardware / Network / Software /

Objective:

Seeking a position with your company that will use my skills with responsibilities to include technical problem solving, planning, organization, and managing companywide systems to achieve the corporate goals. Summary:

I am a highly trained, certified, talented, growth-oriented, and experienced IT Professional with a strong background in hardware, software, network infrastructure, and automation. I have 20+ years of experience in this role. An excellent communicator in technical subjects and with peers and management. My skills and experience prove my focus on increasing the responsibilities needed in medium and large environments. Job Skills:

• An experienced team member/leader with the ability to start/manage companywide system.

• Analytical thinking, decision making and critical thinking skills and strong customer service provider.

• Strategic Planning, Execution, of system deployment and performance.

• Excellence Personal Communication skills

• Project management skills: Influencing, leading, negotiating, and delegating abilities.

• Adaptability to resolve difficult and stressful situations. Other Skills:

• Innovative and creative thinking and organizational skills

• Effective listening skills

• Decision making skills.

• Determination and Diplomacy skills

• Technical writing skills

EXPERIENCE

MANUAL, INC., HENDERSONVILLE, NC 2008 – 2025

IT Support

Hardware, software, infrastructure management, and networking support Primary support technician for the entire company. I managed the incoming tickets and assigning them to appropriate team members for fulfillment. Communicate with end users to help find problems and escalate to other members of the team as needed. Oversee repairs of PC’s, Mac’s, tablets, RF Scan guns, printers, servers, and manufacturing automation equipment. Work with end users to resolve software issues, as well as installation of the software on all systems on multiple campuses.

Selected Achievements

• Fundamental to the ongoing upgrade of hardware and software for the company.

• Aided with the reduction of replacement cost of systems by rotating older systems to new locations.

• Network upgrade and setup for all associated sites for the company.

• Large Format Printing and what that is as related to system integration (hardware/software)

• Fundamental with the company start up in the large format printing, which is now a sizable part of the revenue for the company.

• Lead Technician of the Automation Support Team for the business.

• Maintained, patched, and upgraded server farms.

BANCTEC INC., ASHEVILLE, NC 2004 – 2008

Customer Service Technician (2005 – 2008)

Contracted Customer Service Technician (2004 – 2005) Warranty service provider for Dell, Gateway, HP/Compaq, and Lexmark. Also managed technical support for BellSouth. Daniel Bryant, IT Professional…Continued Page 2 of 2

Raleigh, NC Cell 828-***-**** **************@*******.*** Lead Technician for Western North Carolina. Retrieved daily calls, setting routes for the other technicians as well as myself. Primary provider for company’s account with BellSouth for the area. Responsibilities included performing repairs, diagnostics, ordering parts on desktops, laptops, servers, printers, and telecommunication equipment. Selected Achievements

• Reduced the number of technicians needed in the service call area by 50%.

• Certified on all brands and models required by contracts.

• Reduced error rates on service calls in the area by 27%.

• Promoted from contractor to full time employee.

BANCTEC INC., RALEIGH, NC 2001 – 2004

Contracted Customer Service Technician (2001 – 2004) Contracted warranty service provider. Responsible for performing repairs, diagnostics, ordering parts on desktops, laptops, servers, printers, and telecommunication equipment. DECISIONONE., DURHAM, NC 2001 – 2004

Contracted Customer Service Technician (2001 – 2004) Contracted warranty service provider. Responsible for performing repairs, diagnostics, ordering parts on desktops, laptops, servers, and printers.

DECISIONONE., DURHAM, NC 1999 – 2001

Onsite Customer Service Technician (1999 – 2001)

Onsite hardware service provider for a major pharmaceutical company. Responsible for performing repairs, diagnostics, ordering parts on desktops, laptops, servers, and printers. VARIOUS JOBS., RALEIGH, NC 1986 –1999

US ARMY. 1982 – 1988

North Carolina National Guard (1986 –1988)

Honorable Discharge – Specialist 4th Class

US Army (1982 – 1986)

Honorable Discharge– Specialist 4th Class

EDUCATION / CERTIFICATIONS

• Electronics Engineering Technology from E.C.P.I.

Object-oriented Programming

Electronic Fundamentals

System Design 1 and 2

Networking Fundamentals

Programming Fundamentals

DOS Fundamentals

Public Communications

• Certifications:

CompTIA A+

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