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Click here or scroll down to respond to this candidate J. Maurice Gladney III
Street Address Interlocken Crescent #500
Broomfield, Co Street Address
PHONE NUMBER AVAILABLE / PHONE NUMBER AVAILABLE
EMAIL AVAILABLE
SUMMARY
Executive Support Professional offers Customer Service and provides thorough technical
support, operations and training support to users of company and/or clients work/personal
computers by telephone, e-mail or on-site relative to desktop hardware and software packages. I
possess a comprehensive understanding of hardware diagnostics and coordinated repairs; I ve
installed and tested personal computers, printers and other peripherals, configured operating
systems, applications as well as software programs. I have 10+ years experience utilizing Active
Directory and Exchange, performed troubleshooting and technical support respectively on each
for 5 yrs and 3yrs. I have experience over 5 years experience with Mobile / Blackberry / Cellular
Support and Blackberry Enterprise access experience. VMware support, Lotus Notes, Enterprise
Vault, Altris Console V60.6074. I m highly motivated, team oriented and the ability to meet
deadlines. I m a polished individual who excels in a professional environment.
PROFESSIONAL EXPERIENCE
VMware Broomfield, Co 9/13 Current
Client Success Specialist
Customer Primary vCloud Hybrid Service
Manage and builds strong customer relationships, become trusted advisor, Salesforce
Assist Sales Specialist and SE through early Prove Of Concept (POC) efforts
Works hand to hand with Sales Specialist to user outstanding Customer Experience
Conducting and Coordinating of onboarding effort of Clients
Reviews customer consumption and provides recommendations to optimize the
customers investment
Identify customer roadblocks and collaborate with internal and external groups to drive
customer success with the solution
Leads the effort to find creative solutions to customer and business issues
Consult with internal teams and customers at all levels and drives internal actions to aid
with product adoption
Develop strong business practices between ISR and account teams to sell add-ons,
value services and upgrades to the vCHS instances
Identify opportunities for growth and keep accurate records of customer discussions tied
to each instance ID
Answer all queries relating to the account, billing and my VMware portal
Responsible for driving all non-technical customer issues to resolution
Manage support requests within targeted functional SLAs and document all activity
accurately in the Sales Force CRM
Communicates confidently, credibly and professionally with customers at a variety of
levels both verbally and written.
Troubleshoots and problem solve system issues specific to customer account queries
Sierra Nevada Corporation - Centennial, Co 7/13 9/13
Service Desk Agent (CONTRACT)
Technical Support / Customer Service to Internal Users System wide
Achieving a high rate of first call resolution (FCR)
vCloud Hybrid Service Support
Anticipating potential needs or problems of customers
Maintaining a balance between business and customer needs
Following through on commitments
Handling complaints or issues satisfactorily
Maintaining confidentiality of information (DOD SECRET CLEARANCE)
Providing detailed and accurate information in the ticketing system iSupport
Look for and analyze trends
Conduct activites in a professional manner by: Giving full attention to customer and taking
ownership, determining if problems are within assigned level of authority and reporting in
detailed and accurate manner
Exhibit management techniques by: Establishing and maint rapport with customers, using
questioning techniques to guide the customer / end user, obtaining information from
customers in order required, managing call flow in conjunction with navigating screens
effectively manage conflicting priorities
Support NT/AD users (Quest On Active Roles Console
Ability to multi-task effectively and Aptitude for technology
Support of MS Office Suites including Windows XP & 7, Email, VPN technologies and
general application support, Remote access support of CITRIX & RSA Tokens, Active
Directory, Printer Server access, Network & Wireless network support
Wireless technologies including cellular and wireless network troubleshooting
Ability to use Remote Access tools for trouble shooting (Dameware, Meeting Place)
Williams Energy - Houston, Tx 1/13 7/13
Consumer Service Help Desk (CONTRACT)
Technical Support / Customer Service to Internal Users System wide
Answer incoming help desk request via phone and email
Help desk & desktop support over phone, via remote access and in person
Service Now Ticketing systems
Created work orders, processed and completed purchasing of all hardware and software
Demonstrates flexibility, organization and self-motivation
Data entry & retrieval, opening, tracking via Service Now
Support Q & A of Customers on usage of hardware and software, including variety of
input / output devices
Weekly building and deployment of laptops for trades and instructional classes world
wide
Support of hardware and software including Microsoft Windows Operating Systems
(XP,Win7).
Apple Devices iMac, iPhone and iPad
Support NT/AD users
Responsible of assisting all customers with their questions regarding supported software
and computing platforms
Strong work ethic with willingness and commitment to go the extra mile in support of
company goals
Daily operation systems MS Suites, ActiveRoles Server, Insight, Active Directory,
SCADA, Citrix, IDM- Identity Manager, Order Now, Symantec
Friedkin Business Houston, Tx 9/12 -12/12
Help Desk Technician (Contract)
Technical Support / Customer Service
Answer incoming help desk request via phone and email
Provided Help desk & desktop support over phone, via remote and in person
Communicate via telephone, fax and email and self-ticketing systems
Demonstrates flexibility, organization and self-motivation
Data entry & retrieval, opening, tracking and closing incidents via Altiris
Support Q & A of Customers on usage of hardware and software, including variety of
input / output devices
Support of hardware and software including Microsoft Windows Operating Systems
(XP,Win7).
Support NT/AD users
Responsible of assisting all customers with their questions regarding supported software
and computing platforms
Strong work ethic with willingness and commitment to go the extra mile in support of
company goals
Daily use of MS Suites, Symantec, Software deployment via Deployment Console v496
Direct Energy Houston, Tx 04/12- 8/12
Senior Desktop Support / Help Desk (contractor)
Technical Support / Customer Service
Answer incoming help desk request via phone and email
Provided Help desk & desktop support over phone and in person
Communicate via telephone, fax and email and self-ticketing systems
Support of PC s, PDAs, Laptops, Printers, Monitors, Tablets, Mobile Work Stations,
Microsoft XP, Vista and migration into Windows 7 for all Clients
Demonstrates flexibility, organization and self-motivation
Data entry & retrieval, opening, tracking and closing incidents via Remedy
Support Q & A of Customers on usage of hardware and software, including variety of
input / output devices
Support of hardware and software including Microsoft Windows Operating Systems
(Win98, XP, Vista, Win 7).
Support NT/AD users
Application provisioning, escalate issues, track outages
Quality assurance/quality metrics reporting
Data entry & retrieval into ticketing system
Responsible of assisting all customers with their questions regarding supported software
and computing platforms
Strong work ethic with willingness and commitment to go the extra mile in support of
company goals
Long View - Denver, Co 03/11-
03/12
Help Desk Tier 1- Systems Consultant
Technical Support / Customer Service
Single Point of Contact ENCANA
Help Desk Support for all IT issues servicing 23 Clients, 17 Systems
Supporting of Oil drilling rigs and crews, offices and remote teams. Nationally &
Internationally
Troubleshoot IT related problems, resolve Tier 1 incidents, per client catalog or practices
Communicate via telephone, fax and email and self-ticketing systems
Mobile / Cellular Support, BlackBerry Enterprise access
Troubleshoot VPN, remote access, RDP, RSA, Citrix, SAP Primavera
Support of POS DEVICES, PC s, PDAs, Laptops, Printers, Monitors, Tablets, Mobile
Work Stations, Microsoft XP, Vista and migration into Windows 7 for all Clients
Demonstrates flexibility, organization and self-motivation
Data entry & retrieval, opening, tracking and closing incidents via Remedy, PeopleSoft,
Salesforce, AutoTask
Support Q & A of Customers on usage of hardware and software (Gate, Dell, IBM, Apple)
including input / output devices (printers, scanners, SD, USB hub, etc)
Support of hardware and software including Microsoft Windows Operating Systems
(Win98, XP, Vista, Win 7).
Support NT/AD users
Application provisioning, escalate issues, track outages
Quality assurance/quality metrics reporting
ITIL Incident Management
*Daily queue management including logging of all requests
*Meet & Exceed client s defined metrics for high, medium and low priority issues
*Execute the incident management process in compliance with clients published SOX
control and defined processes
Data entry & retrieval into ticketing system
Responsible of assisting all customers with their questions regarding supported software
and computing platforms
Research questions using a variety of manuals and resources, worked with other
Consultants, network members and other affiliated consultant organizations in resolving
issues
A professional demeanor with a demonstrated ability to interact with outside vendors and
all levels of employees in a positive, respectful and courteous manner
Strong work ethic with willingness and commitment to go the extra mile in support of
company goals
Centura Health Network of Hospitals - Lakewood, Co 11/10-03/11
Tier 2 Information Technology Support Rep- Help Desk (Contract)
Desktop Support and help desk Support / Customer Service
Via Remote access, email and face to face
Domain Administration and NT support via Active Directory into User Accounts
On-Call Support / 7/24/365 Pager alerts
50% Travel to local offices state wide supporting all level of End Users and programs
Communication / Support via telephone and email and Self ticketing of Remedy
Jeppesen - Boeing - Englewood, Co 06/06-10/10
Tier I Global Technical Support Rep- Help Desk
Help Desk and Technical Support / Customer Service
Via telephone and email/chat communications
Technical Support of Navdata and Electronic Charting software
Course ITAR (International Traffic in Arms Regulations) Certified Compliant
Knowledge and experience in cellular, PDA, other forms of mobile (iPhone, iPad,
Blackberry), communication (Cisco VoIP Phone) and remote office work (SSL VPN)
Demonstrated flexibility, organization and self-motivation
Data entry & retrieval, opening, tracking and closing of tickets via Remedy and
PeopleSoft
Support Q & A of Customers on usage of hardware and software (Gate, Dell, IBM, Apple)
including input / output devices (printers, scanners, SD, USB hub, etc.)
Support of our hardware and software including MicroSoft Windows Operating Systems
(Win98, XP, Vista, Win 7) as well as 3rd Party
MS Office 2000, 2003, 2007, 2010
Utility Software - McAfee
LAN/WAN Support, input/output device, daily use of Oracle, PeopleSoft
NTR online support which allowed online chat and remote to end users device
Trained Customers on installation and operation of software and hardware
Communicates with flight crews and make note of their input
Data entry & retrieval for trouble tickets analyzing positive and negative trends
7/24/365 Center Call center experience and Corporate internal support
Remotely access PC, Laptop and Mac Devices
Created trouble tickets for escalation
Opened, tracked and resolved trouble tickets
Tracked, noted, reported positive and negative trends to improve Customer Satisfaction
Escalated issues via ticket tools
A professional demeanor with a demonstrated ability to interact with outside vendors and
all levels of employees in a positive, respectful and courteous manner
Strong work ethic with willingness and commitment to go the extra mile in support of
company goals
Daily use of MS Suites, Jeppview, Flightstar
GTE Wireless / Verizon Wireless 01/97-06/06
Technical Support Team Lead
Technical support and trouble shooting for Verizon customers nationwide, for desktop,
PC, Laptop and cellular issues
Tracked fixes and system updates
Customer service, liaison between customer and sales department
Met with management to relayed important customer issues for improvement
Technical support in installing and operation of hardware/software, remote technology
Tracked order processing, distribution and activation of services
Performed file maintenance by updating, adding and deleting of information on system
Handled escalated calls, acted in behalf of management while insuring the Worry Free
Guarantee policy
Managed, trained, monitored 6-12 member team
Maintained through documentation of interviews conducted, disputes, investigated and
corrections made to customer files
Daily use of AS400, PeopleSoft, Octel, CMIS
TECHNICAL SKILLS
Microsoft Windows, Windows 95/98, Windows 2000/XP/7 and Office 2000/XP, Vista, Win7, MS
Office Suite, Access, Word, Power Point, Outlook, PC, Mac, iPad, iPhone, PDA, Android,
Blackberry, Input/Output Devices, VMWare, Citrix, Ghost, Wireless Networks, Lotus Notes,
Oracle, Remedy, SAP, OCTEL, AS400, CMIS, INFO-PRO, Active Directory, ActiveRoles Server,
SCADA, Insight, Citrix, IDM- Identify Manager, Order Now, Symantec, Manager Console, VPN,
Peoplesoft, Salesforce, Remedy, Primavera, Anti-Virus and NTR Remote Accessing, ConfigMgr
Console, ITIL, BMC Remedy, AlarmPoint, Deployment Console, Altris Deployment Console,
Enterprise Vault, Lotus Notes, Symantec Desktop Support, Call Center Experience, Customer
Service, Excellent Written, Analytical, Organizational and Verbal Communication
EDUCATION
Spanish Coalition for Jobs
Morraine Valley Community College
Rice Aviation- Houston Community College
Completed Microsoft Window based Software and Program Certified Training Course
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