I am looking to apply my skills and years of experience in IT, Logistics and Tech Support into a progressive environment that will allow me to strengthen my skill set while also providing growth and opportunity. My dynamic skill set and experience with SLA driven projects has instilled the expectations and accountability required to succeed in today's business environment.
Technical Writing (ISO9000)
PC and Server Repair
Attention to Detail
Inventory Audits, Counts & Reconciliation
Through proper planning and
staging over 1500 desktops and 400 servers were deployed and
installed a month and a half ahead of project deadline.
Implemented an inventory consolidation program and set proper min/max levels which saved the client over $100,000 in previously wasteful product procurement.
Created technical work
instructions and test procedures for several projects which contributed to company achieving ISO9000 certification.
Implemented Symbol scanner NTF (no trouble found) screening program that resulted in a Motorola repair discount and cost savings for the Home Depot.
Recipient of several Customer Service awards as well as maintained a monthly customer experience (CE) metric of 100% for a period of 11 months consecutively
Technical Support RepresenativeNov 2011 to Jun 2016 Convergys － Tampa, FL
Provided technical support for Dell's Large Enterprise and SMB ProSupport clients
Hardware and Software troubleshooting and repair via phone and remote desktop services
Responsible for case ownership, management and resolution of an average caseload of 50+ cases
OS and application installs, Hardware/Software RAID configuration and recovery
IT Help Desk TechnicianFeb 2010 to Sep 2011 Siwel Consulting (for Verizon) － Temple Terrace, FL
Responsible for providing technical support for internal Verizon Business, Wireless and Commercial clients as part of Verizon's ITHD call center.
Provided technical support and administration of Verizon networks and domains as well as hundreds of proprietary and standard business applications.
Troubleshooting and resolution of user issues such as computer hardware, OS (WXP/WI7), network connectivity, domain administration, MS Office products, VPN connectivity, Oracle, Encryption (SOPHOS Safeguard), etc.
Provided support for Blackberry devices via Motorola BES server management tools and EAS (Exchange Active Sync) support for Android, Windows and Apple based mobile devices.
Troubleshooting and resolution of connectivity issues with Cisco 800/1700/1800 series routers for DSL, Cable and Frame networks.
Extensive use and knowledge of help desk ticketing and network administration tools such as Active Directory, Lock-Out status, RSA console and VM ware.
Team Leader, RepairFeb 1998 to May 2009 CompuCom/Getronics － Tampa, FL
Responsible for providing operational direction, leadership and support to a team of repair technicians ensuring quality, productivity and availability objectives are met.
Plans, schedules and supervises work of staff.
Performs quality testing and repair of; computers, servers and network devices.
Responsibilities Create and analyze processes and procedures to identify, recommend and implement quality improvements.
Repair of desktop computers, servers and POS equipment for redeployment.
Ensures the most effective utilization of resources; plans, schedules and monitors the work of repair technicians.
Acts as a consultant in area of expertise and as a technical liaison with customers, account managers and colleagues.
Ensures customer satisfaction including follow-up, complaint resolutions and contractual issues.
Participates in recruitment, selection, performance and disciplinary processes.
Coordinates the introduction of new products into operations and provides/writes testing, configuration and QA procedures that pertain to all new products.
Responsible for inventory management/analysis and product procurement for inventory replenishment.
Consulted with client and PM's on side projects such as mass upgrade, inventory consolidation, and EOL product solutions.
Associate of Science, Electronic Engineering Technology1998ITT Tech － Tampa, FL, USA