IT Specialist (Customer Support) Remote-Ready
Resume:
Michael Breth
Florissant, CO *****
*******@*****.***
Goal: IT specialist (customer support)
Work Experience
Advanced Medical Support Assistant (GS-6) 09/14-Present
Department of Veteran Affairs S: Aaron Jiggets
3141 Centennial Blvd P: 719-***-****
Colorado Springs, CO 80907 40HRS/WK; GS-6 step 4
My customer service skills shine as I was able to work with internal and external staff and Veterans. I have worked in a variety of roles at Denver VA Medical Center. This has increased my understanding and skillsets in a lot of the applications the VA uses. This vast knowledge has made me go to go to per for all things OI&T. I have served the Veterans in the Primary care teams A-C, Mental Health Clinic, Life skills, Eye Clinic, ENT, Emergency Room, and the Audiology department. I have served as first contact for the nursing station, with the ability to determine the nature of calls and answering question of visitors of the ward.
I have been expertly trained to handle all patient information in accordance with provisions of the Privacy Act (HIPPA AND HITECH); accurately and timely processes patient information (admits, discharges (appointments) and transfers in the Computerized Patient Record System (CPRS) according to established training. Verified orders and notifies nursing staff of STAT and emergency orders.
I worked with veteran to ensure the received the proper release of information. I trained new personel with orientation/on the job training on how to use computer hardware and software. I acted as a member of the emergency team in cases of codes, disasters, fire, or other emergencies. I handled phone calls, directed traffic, and functioned in whatever capacity is needed during an emergency.
I created documents for the work area, giving attention to detail for accuracy of the documents used. I orally expressed to leadership new ways and more efficient process to help in the customer service. I helped veterans who came irate to find the root cause of the issues, evaluate it, and work out a resolution. Giving clear oral communication what needs to be done to help them.
Technical Support Help Desk Senior Specialist 05/12-05/14.
Lockheed-Martin S: Kirk Satterlee
1 NORAD Rd. P: 719-***-****, May contact
Colorado Springs, CO 80913 40 hrs/wk; $51,500 year
I provided excellent customer service to internal and external customers as the Senior Help Desk Specialist/Shift Team lead for Mid-shift and provided resolution to the 4 networks (Unclassified Classified) for any issue. I provided expert level of computing services support using a System Analysis Approach. I assisted clients/users in identifying problems they were having with PC activities. I developed action plans to fix issues in all phases of troubleshooting. I referred Information Technology software support to Job control resolution to ensure the best customer service. By reviewing status and update of all tickets, updating, and following up on tickets. My attention to detail was shown consistently by reviewing statuses of all tickets and updating and following up on tickets. I focused on the KPI’s (Key Performance Indicators) by verifying closure status with the customers and generated monthly, quarterly, and semi-quarterly performance statistics for management.
Followed established protocol and regulation by network management tools to initiate, track, and conclude all actions. I used Remedy system to track efforts and status. Reorganized, maintained, and developed a folder system of help desk documents for database on shared server for various issues, trends, patterns, and updates. I ensured folder system was in one location for speed and accuracy when troubleshooting all equipment. Assisted in development of administrative policies for implantation and operations in the Network Control Center. Created help documents on new equipment to ensure all personnel had proper documentation for troubleshooting equipment. Helped manage moving and installation of IT equipment to assure customer service and IT support was properly coordinated. Installed and configured Department of Defense approved software applications to meet customer requirements. Provided "first look" network administration as required, coordinated, and participated in installation and renovation projects, and technical refresh. Ensured server rooms, storage, and data closets were kept organized after adding or removing patch cabling. Provided feedback to team leads and/or supervisor on problematic trends and patterns to improve customer support. Helped other departments when workloads were light to ensure 100% operability of all networks and systems.
Tank System Technician – Left Behind Equipment (LBE) 10/08-11/11
Abrams Tank System Maintainer (MOS 63A) 04/02-04/06
General Dynamics Land Systems S: Ernie Dykes
8030 O’Connell Blvd P: 719-***-****, may contact.
Colorado Springs, CO 80913 40 hrs/wk; $19/HR
Performed preventive maintenance checks and services (PMCS) on M1 Abrams Tanks and related family of vehicles. Used manuals and schematics to troubleshoot identified faults and reported malfunctions. Used electrical schematics of vehicle to troubleshoot specific problems and correct noted malfunctions on the following systems: Power pack (engine, transmission, cooling,) Fuel, driveline and suspension, Hydraulic, Fire Suppression, Air Conditioning, Fire Control System. Ensured tracking of the tool Room assets for Left Behind Equipment (LBE) program, controlled and kept accurate shop stock/inventory worth over $1M. Investigated and recommend purchase of LBE tools and supporting technologies to meet customer(s) requirements and improve responsiveness. Performed repair of sub-systems and components (LRU) of the M1A2 SEP V2. Completed preventative maintenance steps for repairs to include disassembling, removing, and replacing worn/damaged/defective part(s), adjusting, reassembling and testing using applicable technical documentation. Completed maintenance and administrative forms and other paperwork related to performance of duties for continued documentation of maintenance actions.
U.S. Army
Assigned accountably for 100% inventory of up to $200,000 in mechanical tools. Accountable to verify faults (i.e., leaks, missing bolts, vehicle not starting, etc.) found by crew members to ensure documentation and repair. Performed repairs and maintenance of the units 9 M1A1 Abrams tanks to ensure the unit maintained at a 90% readiness level. Completed maintenance and administrative forms, along with all documentation related to performance of duties. Performed preventive maintenance checks and services (PMCS) on M1 Abrams and associated family of combat vehicles. Used technical manuals and schematics to troubleshoot all faults and unique problems to resolution. Verified and corrected malfunctions to the following systems: Powerpack (engine, transmission, cooling,) Fuel, driveline, and suspension, Hydraulic, Fire Suppression, Air Conditioning, Fire Control System. Provided support of light wheeled vehicles (Humvees and 5 ton) and other armored vehicles as needed.
Tier 1 Technical Support Representative (USPS Help Desk) 04/06-05/08
Volt/Sitel S: Bill Brooks
Recognized for excellent customer service and teamwork while serving as the night shift tech support to avoid detrimental downtime during busy times and provided support of the U.S. Postal Service facilities operating on a 24/7 basis. Acted as supervisor during the after-hours operations with the following duties: monitoring call flow, fellow co-workers break(s), and sending out reports. Support of the United States Post Office ACE workstations (Desktop/Laptop). Support Post Office Clients on all technical aspects of their workstations and external components. Troubleshot network connectivity to include workstations, hubs, cabling, and routers. Used Remote Desktop/NetMeeting connect with client to teach, troubleshoot, and aid them in the technical concerns. Troubleshooting all the HP LaserJet, Xerox, and Lexmark printers in the Post Office system. Troubleshot remote connections (VPN) in to the network.
Technical Support Professional I and Online Tech Support II 08/99-03/02
Gateway S: Brad Harris
Hands on experience with the internal components of Desktop systems. Served and kept nearly 180 dissatisfied customers by satisfactorily resolving critical issues presented in an irate manner. Assisted other online departments to reduce backlogs of 1,000 e-mails down to 100 e-mails. Developed over 750 scripts that saved time for the department and raised number of contacts handled per hour. Increased revenue for company by directing 20% of product specification e-mails to sales department. Researched to resolve client’s issues on the first contact. Traded internet bookmarks with the department to improve handle times by several minutes. Trained on new electronic support avenues to increase technical knowledge.
Provided domestic and international consumer/business clients with troubleshooting/solutions to there issues (hardware and software) through e-mail and desktop streaming chat. Shared solutions/resolutions with other team members via e-mail, and meetings. Provided help to Gateways Executive Response Team, a special team that handles clients escalated issues ranging from billing, refunds, and technical support. Increased client’s contacts per day by learning call flow process, troubleshooting, by knowing tools available. Created mechanisms to streamline troubleshooting which resulted in the number of calls handled per day. Provided domestic consumer clients with troubleshooting/solutions to there issues (hardware and software) through phones. Shared solutions/resolutions with other team members via e-mail and one-on-one meetings.
Education
Bachelor of Science, Industrial Science Technology
Colorado State University – Pueblo, Pueblo, CO
IT Technical Support Representative Course
Certifications:
CompTIA Security + (Exp)
Certified Network Defender (40hr course)
Certified Ethical Hacker (40 hr course)
Other information
- U.S. Army Combat Life Saver Course
- U.S. Army Armor Recovery(H8) Course
- U.S. Army Signal Line of Sight Course
- U.S. Army VSAT Course.
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