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| Position wanted: |
CRM Administrator/ IT Support |
| Job category: |
ComputerCustomer ServiceEducationGamingInformation TechnologySupport/Help DeskTeaching |
| Preferred Location: |
China |
| Preferred City-State/County: |
Zhuhai |
| Objective and Resume Summary: |
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I am more than willing to learn any necessary skills to perform my duties at a company and look forward to expanding my growing knowledge of the computer industry as a whole. I am a good team player and have in many instances have grown to lead the team I was working with. I have been an integral part of the many IT departments from GTE and INOVA Health Systems to Geeks on Call and Time Warner Cable/Roadrunner working on contract with their companies. I am looking to pursue a career in the industry and look forward to entertaining any opportunity that I have to enhance the knowledge that I have in order to develop that career.
I am currently seeking a position in China where I will have a chance to get to know the culture, spend time with my wife and allow us the chance to have a successful life living near her family, as well as to learn another language. |
| Skills: |
Support Technician,Support Queue Lead,Reporting Systems Analyst, Pivotal CRM Administrator |
| Known languages (and levels): |
English-Very GoodSpanish-A little
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| Type of Employment wanted: |
Full Time
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| Minimum Yearly Salary in Numbers: |
30000 USD
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| Current Location: |
USA, VA Virginia, Herndon |
| Education History, Qualifications & other additional information: |
| Level of Education: |
Bachelor
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Certifications
A+ Certified Computer Technician
Network + Certified Technician
Brain Bench Master Windows XP Administrator
Brain Bench Windows 95 Administrator
Brain Bench Windows 98 Administrator
Brain Bench Master Windows 98 Power User
Brain Bench Windows 95 Power User
Tekmetrics High IT Aptitude
Tekmetrics Written English Professional
Currently working on MCSE Certification
Graduate - Bachelor`s Degree - Computer Science from Radford University.
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| Work History & Experience: |
| Years of Work Experience: |
10 to 15 Years |
August 06 PRESENT
Support Technician/Support Queue Lead/Reporting Systems Analyst/ Pivotal CRM Administrator
I originally started this position as a Helpdesk Support Technician. In December `06 I was promoted to Technical Support Queue Lead. My responsibilities included managing an onsite team of 10 and an offsite team of 7 technical representatives. I am also responsible for reporting on our progress and productivity. I am responsible for all End of Quarter and Fiscal Year reports for my team. In May `07 I was promoted again to my current role as a Reporting Systems Analyst due to my endeavors as the Queue Lead to develop more efficient reporting. Using VB2005, SQL 2008 and Server 2008 I was able to build tools to allow the Senior Director, Managers and Call Center Staff to gain further visibility in reporting the entire call center. I also built an SMDR switch log parser in order to better facilitate better tracking in our Mitel Systems. I was also responsible for the creation of a reporting website (Built in ASP .Net 2.0 and 3.0) that utilized the databases I created to provide not only upper management view but also Manager, Queue Lead and Representative views. In July 08 I was promoted to Pivotal CRM Administrator. My responsibilities for this position included streamlining, enhancing and managing our CRM Application for 95 employees internally and another 12 externally, Ensuring maximum uptime and minimum downtime. During this position I coded new scripts in VB6, VB2005 and VB2008, Recompiled .NET and aspx framework websites that integrated our home-grown systems and our CRM system to further enhance features.
October 1998 August 06
Senior Desktop Support Technician at BCS Innovations
I provided service and support to small-mid level business clients and residential customers. I consulted on various facets of computing in the workplace. Provided support for clients on proprietary software or hardware.
1 Traveled to customer homes and offices to setup computers and build networks.
2 Evaluated and installed Ethernet, WI-Fi, and home phone-line networking adapters for Windows operating systems.
3 Documented and diagramed approved installation procedures for future install techs.
4 Configured DSL and Cable modems for multiple PCs.
5 Pulled and terminated Ethernet cables.
6 Recommended and sold other computer peripherals to consumers including mice, routers, hubs, and printers.
References and History
Within all of these positions I was required to provide field level desktop support on both hardware issues and software issues, ensuring a prompt and courteous resolution to any problems that occurred. This required me to be fast on my feet and utilize my years of experience as a software and hardware field tech specialist. My specialization is On-Call software and hardware problem resolution. I have provided support and service to every skill listed in my technical qualifications and beyond. My specialty involves my personal commitment to learn new and proprietary technologies and utilize them in the workplace to provide top level pc problem resolution. I am a very hands-on technician and have focused my energies into on-hands experience and self research. I have obtained my A+ and am working on finalizing my MCSE certification. I am constantly intrigued by computers and am dedicated to provide the best support to the computing industry that I am capable of, whether on the corporate level or the residential level. While my primary focus of any position I may have held is customer service and a plethora of various technical tasks I have always performed the role of support technician as well.
Within BCS Innovations
Learning Tree International
This was a short term 2 week contract in which I was responsible for performing the duties of their lab technician for Crystal City Ed Center and Rockville Ed Centers, while they hired their permanent replacement. During this time I was responsible for proper wiring, setup and repair of all classrooms. I was responsible for setting up the classrooms each week for the classes they would hold. This involved 16 classrooms with 32 machines in each classroom. This also involved the proper maintenance of their projection systems and lecture rooms as well. I was also responsible for providing on-call support and repair in the field directly relating to any software or hardware issue the user encountered and providing them with a courteous and prompt resolution to their problems. I was required to troubleshoot hubs, routers, pc issues, projector issues, rewiring and structuring the network closet. I was also required to use duplicators to burn mass quantities of cds for the students and instructors.
Olson Photography
At Olson Photography, I was required to analyze the existing network of 12 computers. These computers were running on Windows 2000 and the firm was experiencing network connectivity and performance issues. Using network analysis software, I was able to determine that the network was not only wired poorly also it was configured improperly for the needs of the company. The solution was to rewire the existing cabling and reconfigure the domain controller for performance throughput and remove un-necessary applications for utilizing the network. Upon implementing this solution, the network was more stable as evidenced by less than 1% downtime, no crashes, etc. I also worked with Kodak and Noritsu to streamline their applications and print spoolers to optimize performance.
In several positions and as an independent owner, I have utilized my knowledge as an A+ certified technician to select appropriate hardware configurations and to assemble the personal computer (PC). Additionally, I have transferred data from a user existing/obsolete PC to the new PC after completing the initial set up. In all of the positions I was required to provide service and support on both the hardware and software sides of personal computing.
Contract Work
AT&T/HP
While working with AT&T I was responsible for providing the successful migration and reclamation of their laptop inventory. This involved 647 laptops and 512 desktop systems. Once the migration was successfully in place I was then repositioned as the lead support specialist. This required me to provide hardware and software support for the 1159 hp systems and to work with HP support staff on maintaining a high level of customer satisfaction. I was responsible for responding to trouble tickets entered into the system via HP technical staff and providing prompt resolutions through the utilization of years of technical background. I was responsible for leading and maintaining the technical support staff at AT&T. I was also responsible for leading training classes to various technicians both temp to hire and permanent employees of AT&T to further the support service we could provide.
Time Warner Cable
Recently at Time Warner Cable I was in part of a migration team working with the Network Administrator Thomas Le in automating a backup to the network and ghost imaging script using a ghost cast server running on terminal services. While this contract only ran from Nov 04 Jan 05 I was an integral part of the team and helped to provide successful migration of 540 systems.
GTE/I-Nova Hospital Network
I worked with a team of 8 professionals in cooperation with the existing INOVA IT infrastructure to perform a 3200 machine roll-out and configuration. This position required me as a team player. I was required to assume the roles of a field technician as well as to assist with data entry and bench technician positions. We were required to not only rollover the machines but to migrate the existing user data while maintaining the integrity of the network so the hospital experienced a minimal amount of downtime and was at all times functional to the emergency needs of the hospital. In this position we successfully recovered from the one-half boot virus attack that crippled the system and had the entire 3200 machine network operational by the following morning without incident. This contract was active from March 97 October 97.
Geeks On-Call
I worked with a franchise owner to build up his second and third territories. I provided on-call technical support to residential and small business customers. Enterprise business was provided as necessary but did not account for a majority of the work. I successfully took a red territory and turned into a substantial profit making area. I was responsible for nearly every aspect of this franchise territory as I was to run it as my own. I was responsible for small business and residential field level service and support of both hardware and software related issues.
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