Customer Service Software

Kevin Crowther

Email: **********@*******.*** 804-***-****

Summary

Results oriented IT professional with expertise in helpdesk and desktop support environment.Exceptional technical skills from working in various job settings from banking pharmaceutical manufacturing, power and natural fuels, and consulting firms.Proven ability to go above and beyond to complete tasks work well under pressure and have excellent customer service skills.

Technical Skills

• Lotus Notes

• Windows 7, XP, 2000, 98, 95

• Troubleshooting hardware, software and network issues

• TCP/IP, DNS, WNS

• VPN, SSL VPN and Wireless connection

• Hardware and Software installs

• Active Directory environment

• Office 97/2000, XP, 2007, 2010

• Using Ghost and creating images

• BlackBerry setup and troubleshooting

• Network\Local printer troubleshooting and installation

• SCCM to push images and software installs\updates

• Remote controlling tools dameware remote desktop and CCM console

• Used What’s Gold and Verizon Ticketing to track network outages

Experience

AMF Bowling, Inc. IT Support Specialist Lead\Supervisor 2010- Present

In a lead support desk role that works to resolve technical issues that the support desk is unable to resolve. Work with the software, web and network support teams to aid the support in new updates and troubleshooting for the support to resolve more calls.Create documents and documentation on new and old procedures for the support desk. Help create a knowledge base using SharePoint 2010 on the company's intranet site. In the manager's absence expected meetings and make key decisions and report the information back to the manager on return. Help create and setup emergency call line for the support desk, worked on using SCCM to role out Windows 7, and install software packages.

• SCCM\CCM specialist deploying patches, OS, creating new images, install new device drivers Win 7

• Created WMI Queries, Software Packages, Deployed Software Packages, Driver Packages, Task Sequences

• Used USMT to migrate from Windows XP to Windows 7, configured distribution points

• Created silent installs using .exe and .msi installations of software

• POS Software

• Support desk lead \go between for other IT Support groups

• Work with Server 2008

• Work with VMware Esxi

• Aid in decision making of hardware purchases and contracts

• Work with Senior management on projects and support needs

Federal Reserve Bank of Richmond Helpdesk Associate 2008 -2010

Troubleshot issue customer via phone and onsite to resolve the issue that involved software, hardware, local printers and network connectivity. Setup wireless connection, blackberry and email. Used remedy ticketing system to track and record customer issues.

• VPN and wireless connection issues

• Lotus Notes not working (sending and receiving emails)

• Setup PC's to connect to domain

• Troubleshoot network connection

• Resolved password lockouts and reset

Kemath Consulting (Wyeth) Desktop Support 2007-2008

Built and updated PC images for HP laptops and desktops on an NT\Novell environment. Ordered and installed defective parts on laptops, desktops and printers.

• Break fix on laptops, desktops and printers

• Software and hardware install and troubleshooting

• Network connections failures

Tek System (Alstom Power) Desktop Support 2005-2007

Operated secondary site by maintaining software, hardware, vendor support and inventory of the site. Support clients computer needs worked with networking team to configure switches and network jack installations. Worked with server team to update server software and hardware.

• Worked with multi-function printer\copier\scanner\fax machines

• Assisted in migrating from Novell 5.0 to Active Directory

• Assisted in replacing network switches and network drops

12/92-12/96 United States Navy

Navy Electrician

Routine maintenance on motors, generators, controllers, food service

equipment and distribution panels.

Education

2009 - Present University of Phoenix-Richmond, VA

Studying online for BS in Network\Telecommunication

1998-1999 ECPI College Richmond, VA

AAS, Computer Electronics Technology

2009 New Horizon

Completed the Network + Course Richmond, VA

Honors Navy Achievement Medal

NATO Medal

Armed Forces Medal

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