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Customer Service Manager

Lake Forest, Illinois, 60048, United States
March 30, 2011

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***** * *** ******* **

Libertyville IL *****

C 847-***-****

John Perry

Objective Excellent analytical and problem-solving skills. Strategic thinker with experience in architecting for immediate needs as well as the long-range technical direction for infrastructure, communications solutions and support. Analyzing, documenting, and escalating issues to appropriate organization in a remote management role.

Experience in fields ranging from technical to the medical industry.

Experience 2006–2008 Med One Medical Sleep Lab Salt Lake City, UT

Support / LAN Technician

Determine source of computer problems (hardware, software, user access.

Work one-on-one with staff on application projects. Resolve remote VPN issues. In Lab support of patient medical devices.

2003–2005 National Cash Register Salt Lake City, UT

Field Service Technician/Engineer (Contractor)

Managed support of hardware & software for storage vendors, retailers and financial clients. Manage projects for in store vendor upgrades.

Problem solved and diagnosed various systems such as DELL, IBM & CISCO.

Received highest customer service award from DELL for providing exceptional service during yearlong server project.

1998–2003 AT&T Salt Lake City, UT

LAN Network Manager /Help desk

Managed remote desk top support tier one help desk team in a credit management call center with 200+ employees

Trained entry-level technician for management positions.

Increased productivity by replacing subsystems for more efficient routing of help desk calls.

1993-1997 Packard Bell Salt Lake City, UT

Technical Service Manager

Supervised eight technicians in a call center environment who answered on average 200 + hundred customer calls a day.

Resolved escalated customer calls and complaints. Followed up with technicians on unresolved issues.

Operations Network/Operating Systems

Winnt 4.0 & workstation, Windows 2000, Win2003 server, XP, Exchange server IIS 4.0, Win9x, Tivoli, HP UNIX, NetWare 4.11, TCP/IP Protocol Suite, FTP, NFS, Telnet, Wireless Networks, ISO compliance, NTFS, Active directory, DHCP DNS, VPN


Compaq, Dell, HP, BIOS, SCSI, RAID, UNIX Workstation, Cabletron & Cisco switches, SAN, HP printers, Ethemet, Hubs, Modems, Brocade Fibre Channel switches, Nexsan RAID storage


MS Office 2000, Xwindows, Hummingbird Exceed, Oracle 8x, VNC, Citrix, Win Resource Kit, Davox, Totalview, Interdev 6x,Citrix client, Diskeeper, SAP Architecture, Vmware, Viso 4.0,Ghost, Outlook.


1995-1997 Salt Lake Community College Salt Lake City, UT

A.A., Computer Science & Business Administration

Dell Certification, CISCO training, MCSE, A+ Certification

Interests 2007-2008

Researched and submitted patent pending on specific food item.

Write guitar instrumentals, biking, swimming, reading, and baking.

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