Customer Service Manager

Keith L. Lomax Jr

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

Upper Marlboro, MD 20772

240-***-****

********@***.***

OBJECTIVE

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To obtain a position in a growing, fast paced environment where I can better utilize my IT skill sets in Desktop Support and Customer Service to benefit the company and its clients.

SKILLS

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Operating Systems: Windows Windows7/Vista/XP/2000/NT/9X, Linux Red Hat

Hardware: Desktops, Laptops, Servers, Monitors, PDA, I phone, Blackberry, Printers

Software: MS Office Suite 2007/2000/XP Various Antivirus Suites, Siebel 8.0, 8.1, 8.2, Merant Tracker, Remedy, Outlook, Active Directory. I also posses outstanding customer service skills in the resolution of technical support issues and educating end-users contributing integrity and strong personal ethics to my decision making to help achieve both team and individual success.

EXPERIENCE

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11/11-Present PeopleCom/ SAIC, Contractor to LOC/Copyright Technology Office

Help Desk Specialist Tier 1

Provide front-line advice/service to end-users internal and external for software and hardware related problems using windows client 2000/XP/Vista and Mac OS X. Monitor incoming emails and phone calls to the Help Desk; assign and complete work orders using Library of Congress Help Desk Software. Support the Electronic Copyright Office website, www.copyright.gov. Support Siebel, searching queries in database, map network drives, set-up workstations. Assist in developing and carrying service related procedures. Prioritizing numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels. Create data in Merant Tracker and Remedy to create tickets for Copyright Technology Office. Test website for the Copyright Technology Office. Also, set up projectors, workstations, run virus scan, defrag computers, and provide remote assistance.

9/11- 10/11 Link Technologies, Washington, DC

Desktop Support Technician

Wells Fargo conversion Onsite Computer Technician. Responsible for repairing and setting up workstations, provide tech support to the staff, trouble shooting wireless connectivity issues, and maintain copiers and printers. Remained on site as Desktop Support Technician.

9/10 – 11/11 Macy’s Inc, Bowie, MD

Assistant Lighting Engineer

Responsible for assisting engineers maintain the establishment: Lighting Specialist

9/09 - present Safeway Food Store, Waldorf, MD

Fuel Station Assistant Manager

Assist Manager in daily duties

7/06 – 5/08 Best Buy Corp., Waldorf, MD

Computer and Home Office /senior

Give assistance and help customers decide on the best product, Training in Geek Squad (Certified Computer Technicians)

5/06 – 9/06 Washington DC Superior Court Building, Washington, DC

Information Technology Specialist

Daily help desk assistance Summer Internship

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