Customer Service Representative
Resume:
DANIEL HESS
**** ****** **. **********, ** *****
******@*****.***
AREAS OF EXPERTISE:
Mainframe and Server Hardware/IT Support Professional that has extensive experience in Enterprise Architecture and trouble-shooting complex IT/network/hardware issues. Proven track record for installation, relocation, maintenance and upgrades of major systems and infrastructure for Fortune 500 companies. Technical Support Delivery & Outsourcing. Change Management. Exemplary communication skills, verbal and written. Strong Interpersonal skills. Excellent teaming skills.
TECHNICAL COMPETENCIES:
Hubs & Routers. Bridges. PCs & Laptops. Network. Servers. LAN. WAN. Wi-Fi. MS Office. MS Visio. Windows XP/Vista/7. AutoCad. Lotus. Network Interface Cards. Cisco Switches & Blades. Brocade. Sun. HP/Compaq. IBM. Avaya. Juniper. Big IP-F5. Cat5/6 & Fiber installation and maintenance.
PROFESSIONAL EXPERIENCE:
Federal Reserve Bank Richmond, Dallas, TX . (2008-2011)
Technical Support Specialist.
Computer Hardware Support/IT Services/Network Engineering/Desk Side Support.
IT equipment installations, relocation, upgrades and discontinuance of mainframe and server equipment.
Managed power distribution, usage and documentation.
Change Management. Resolve internal and external customer issues.
Document and maintain logs & spreadsheets of activities to team and management.
Maintain inventory and documented all operating and disposed equipment.
Cabling Management: Installation, removal, patch bays, network switches & blades.
IBM Corporation, Dallas, TX. (1993-2008)
Mainframe Customer Service Representative.
Generated over $225,000.00 in billable service contracts.
Delighted customers by meeting stated objectives 98.6% of the time.
Successfully relocated Atmos Energy's entire Mainframe and associated infrastructure
and peripheral equipment within the alloted schedule.
Account Rep for Atmos Energy, Capgemini and Federal Reserve Bank Dallas.
Participate in customer meetings to plan, design ad install/relocate systems.
Perform diagnostics, repair, installation, relocation, upgrading and discontinuance of large system CPU (mainframe) and equipment, including tape, optical and DASD storage systems.
Manage Point of Sale (POS) territory for Walmart.
Customer training, analyzing and resolving equipment and software issues.
Retail store installation (remodeling, cabling and electrical) and customer satisfaction with services under delivery of the terms and conditions of availability contract.
Awards include 3 Bravo, 3 Team, 4 Thanks and 6 Informal for Outstanding Customer Service.
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