Customer Service Manager

Levar Burton

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

Waldorf, Maryland 20603

Cell: 646-***-****

Home: 301-***-****

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

OBJECTIVE

To obtain a position as an Information Technology Specialist.

HIGHLIGHTS OF QUALIFICATIONS

• Over six years of diverse and challenging experience as a Signal Support Systems Specialist combined with the innate ability for problem solving.

• Active Government Secret Security Clearance.

• Able to communicate effectively orally and written in a professional manner.

• Strong record of excellence and discipline in getting the job done.

• Army Commendation Medal awarded for exceptional service as the Information Management Officer for over 100 users during Operation Iraqi Freedom.

• Knowledge, training and hands on experience with patching, installing software and Information Assurance Awareness.

• Experienced in the use of Microsoft Word, Excel, PowerPoint and Outlook.

• Self motivated and able to motivate others.

• Proven ability to work efficiently and effectively with limited supervision and under pressure.

• Consistent record of exceeding customer support and technical support goals.

• Able to define problems, collect data, establish facts, draw valid conclusions and provide solutions.

• Strong analytical skills.

• Ability to balance multiple tasks and accomplish tasks in a timely manner.

• In depth experience in troubleshooting computer based issues.

• Supervised up to five personnel in a help desk forum.

• Organized and precise.

• Strong customer service and interpersonal skills.

• Adept at defining end user requirements and meeting their needs.

Levar Burton Page 2

WORK EXPERIENCE

2006- Present US Army Ft. Lee, VA 23801

IT Operations Manager

• Established trouble ticket system which improved work order organization and section work output by 25%.

• Oversees all daily operations and functions of a high volume help desk.

• Monitored and compiled weekly information and reported to senior management.

• Coordinates weekly sync meeting and training for seven different automation representatives to ensure quality performance.

• Planned and lead training sessions for end users and new automation representatives.

• Recommends and schedules repairs to the LAN/WAN.

• Experience in supporting, implementing and administering networks such as Microsoft Windows Active Directory.

• Compiles and maintains monthly reports of end user documents and training certification status.

• Maintains help desk tickets/ resolutions as well as equipment inventory.

• Processed over 150 user Email accounts which improved the organizations production by 33%.

• Monitors bi weekly IAVA scan list resulting in continuous operability on local and wireless area networks.

• Monthly written and verbal evaluations for an assigned staff of five.

• Accountable for over $300,000 of computers and computer related equipment.

• Primary point of contact for providing desktop support for end users.

• Upgrades, installs and troubleshoots networks, networking hardware and software.

• Resolved client issues with hardware maintenance, installations and upgrades.

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2005-2006 US Army Ft. Hood TX 76544

IT Technician

• Located and gathered user and computer related information in order to create spreadsheets for tracking.

• Tracked progress of projects.

• Supported the day to day delivery of IT products and services.

• Assisted in performing upgrades and system patching.

• Maintains inventory of equipment and parts as well as documentation of vendor activities.

• Hands on interaction with several models of laptops, desktops, tough books and stand alone systems.

• Experience in diagnosing and troubleshooting Windows systems.

• Identified, repaired or replaced computer equipment.

• Performed preventative as well as routine maintenance of computer systems.

• Configured network printers, digital senders and fax machines.

EDUCATION

• High School Diploma

Foreign Language Academy of Global Studies 2002

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