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Click here or scroll down to respond to this candidateCandidate's Name 307 Harbor Way Ann Arbor MI 48103
EMAIL AVAILABLE Cellular PHONE NUMBER AVAILABLE
Resume
Objective
I am a dedicated individual seeking a new opportunity where I can use my knowledge of
customer support in a stimulating environment focusing on customer care.
Experience
West Safety Services 11/2015 to 2/2017
Obtain information from end users to determine type of action to achieve successful resolution
and proper classification of service concerns
Monitor service desk emails and problem tickets to ensure the customer receives a
communication back with regards to questions
Communicate to the end user when an issue cannot be resolved by assigned staff and determine
if support from an external vendor is required.
Create documentation to a knowledge base to follow as process.
Escalate any interruptions, outages or degraded systems that may impact the customer or
production.
Remedy ticketing system to report customer issues and assign accordingly.
Inbound and outbound calls
SAIC 02/2015
to 11/2015
Creating CA tickets for incoming calls
Support Army Battle Assembly weekends
Setup of duel persona (Civilian and Military) Outlook 2007 and 2013 Accounts
Delete and recreate certificates for CAC cards
Diagnose internet issue customers may have
Providing Diagnosis and support for customer hardware problems.
Mindbank LLC 03/2011
to 01/2015
General Dynamics.
Created problem tickets for hardware software issues using Remedy for incoming phone
calls, emails and faxes.
Escalated issues to other responsible groups/call out issues.
Providing Diagnosis and support for customer hardware problem
Adobe Acrobat, Blackberry, Remedy, MS Active Directory, MS Outlook, RSA Token,
Windows 2000, Window XP
EOD Security Clearance
ITIL Certified
STK Hardware Helpdesk Support 12/2007 to 12/2010
Oracle/SunMicrosystems as MVS Hardware support for STK Equipment.
Created problem tickets for hardware issues using IBIS/Radiance.
Escalated issues to other responsible groups/call out issues.
Providing Diagnosis and support for customer hardware problems.
Remote resolution customer hardware issues
AVI/Pinnacle
03/2007 to10/2007
STK Hardware Helpdesk Support
AVI/Pinnacle for EDS at Sun Microsystems as MVS Hardware support for STK
Equipment.
Created problem tickets for hardware issues using Radiance.
Escalated issues to other responsible groups/call out issues.
Providing Diagnosis and support for customer hardware problems.
Remote resolution customer hardware issues
CDI 2005 to 2007
Mainframe Operations
CDI at IBM monitoring MVS mainframe production processing.
Created problem tickets for job abends and system problems.
Ticket systems include Infoman, DPU, Remedy, Perigrine, and Vantive.
Monitor system performance, job interrupts, abends, and job stream flow.
Electronic Data Systems 1999 to 2005
Tape and Print Supervisor
Assigns, directs and oversees three shifts of tape and print personnel.
On-call 24x7.
Ensures that all tape and print functions are completed in stated Level Agreements.
Interface with vendors and field engineers to resolve hardware problems.
Operate 4090 Xerox printer.
Maintain 8 IBM 3480 cartridge drives and 5 STK 4670 reel drives.
Electronic Data Systems 1998 to 1999
Help Desk Analyst
Under general supervision, provide support to users on P.C. servers or mainframe
applications and hardware problems.
Interact with network services, software systems engineers and/or applications
development to restore service and hardware problems.
Creation of Vantive problem tickets and forward to appropriate groups for resolution.
MS Word, MS Excel, and MS Access.
Electronic Data Systems 1995 to 1998
Unix Operator
Monitoring of thirty SUN SPARC 4000, and 2000. Running Solaris 2.6 operating
system.
Utilization of HP-Overview, CA-Unicenter as well as CA-UnicenterTNG.
Network monitoring of recovery backups.
References
Available upon request
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