Service Software

Robert Hyche, Jr

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

Dacula, GA 30019,

Home 678-***-****

Cell Phone 678-***-****

Email: ********@*****.***

________________________________________ Education and Training ________________________________________

DeVry University

Bachelor of Science degree in Technical Management, October 2010

ITT TECHNICAL INSTITUTE

Associate of Applied Science in Electronic and Computer Information System, September 2004

________________________________________Relevant Experience ________________________________________

Randstad Technologies - State Farm Insurance, Atlanta, GA August 2011 – Present

Help Desk Analyst

• Act as the face of Information Technology Services to internal end users in a large network environment by providing technical support for hardware, software, procedures, and password resets via the telephone, email, and/or the internet/intranet.

• Respond to requests for technical assistance by phone or email and logging the issue in a help desk management system called Service Manager.

• Maintain Open to close ticket ownership of all incidents.

• Demonstrate the ability to use the knowledge-based and documentation systems to troubleshoot, resolve, document, and/or research incidents.

• Supported Windows 98/2000/ XP operating systems environment.

• Extensive application support with Microsoft Office 2007 and 2010 Suites

• Responsible for diagnosing and documenting customer's technical and "how to" problems and resolving, escalating or assigning problems to appropriate area

• Initiate bridge/conference calls for high severity issues and/or facilitate escalating issues that cannot be resolved by first line of support.

• Provide exceptional client service for all IT incidents.

• Provide ongoing follow up for all open tickets towards clients and management

• Provide consistent high level of availability and attainment of internal service standards

• Provide exceptional client service for all managed incidents

• Provide end user education/training to assist in establishing more efficient user base

• Support technical needs of end users.

• Demonstrate the ability to maximize department efficiencies, and improve client service levels

• Manage user notification for various outages and interruptions throughout country.

Comsys - Sage, Atlanta, GA September 2009 – August 2011

Help Desk Analyst

• Provided outstanding inbound service in a tier one support call center environment to 10,000+ customers via phone to external customers regarding Sage Software applications.

• Knowledgeable with business accounting software and standard accounting practices such as Accounts Receivable, Account Payable, and Payroll.

• Created and maintain an average of 30+ customer requests, problems and issue per day in a SAP tracking system called Atlas.

• Demonstrated the ability to act independently and assume complete ownership of each customer issue until resolved.

• Provided extensive application and software support on various versions Sage Peachtree accounting software product including troubleshooting, upgrades, and maintaining.

• Provided extensive support with the following operating system: Windows 98, Windows XP, Windows Vista, and Windows 7.

• Provided additional support to customers using a Windows Server 2003 and 2008 environment.

• Troubleshoot customer’s network connectivity problems by using the following network protocols: Go-to- Assist, VPN, and Ultra VNC.

• Maintenance and update Pervasive SQL and PSQL database.

• Demonstrated the ability to identify and responds appropriately to customer needs for additional products and services.

• Troubleshooting software bugs and data-related issues for current customers.

• Knowledgebase Management - Maintaining and creating articles to clearly communicate to customers current known issues.

UTC Carrier, Indianapolis, IN July 2000 – February 2009

Manufacturing

• Worked as part of a team responsible for assembling an entire line of product in a manufacturing environment.

• Experience using various hand and power tools to perform multiple assembly-type functions.

• Assisted manufacturing leaders and supervisors as required with training-new employees, transfers, and cross training on a regular basis.

• Repaired defective parts for various air conditioners and heating coils.

• Prepared documentation and daily reports containing errors and repairs for supervisor approval.

• Configured power presses according to the CAD\CAM drawings.

• Installed specified dies in press, using gauges and various hand tools.

• Operated automatic machine equipment to crimp, punch, and cut metal foil used in fabricating radiator cores.

• Assembled, installed, and aligns dies in press according to specifications, using feelers, shims, templates, bolts, clamps, and wrenches.

• Inspected steel components for conformance defects or errors

Reference available upon request

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