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Who & When-work history/experience ♦ Education♦ Skills-Certifications and other self-aggrandizement

SUMMARY OF QUALIFICATIONS:
Service support specialist with expertise across various hardware and software platforms. Have leveraged strong communications, organizational, and client relation skills bringing efficiency and quality to a highly technical position within a Fortune 50 company. Strengths include dependability, flexibility, resourcefulness, and ability to learn and adapt quickly to an ever-changing technical environment.


CERTIFICATIONS: MCP * MCSE * Apple * Hewlett Packard * A+ Windows/Mac * IBM/Lexmark * Dell

EXPERIENCE
2002-present Enterprise Technology Services - Phoenix, AZ
Field Service Technician (Banner Health Systems-Desert Samaritan Hospital)
  • Respond to all hardware related calls within hospital and outlying offices/supported facilities
  • Assure up-and-running service for end user via swap or in-place hardware repairs
  • Installs, moves, adds, changes per customer request

    • 2000 - 2002 Honeywell International - Phoenix, AZ
    Sr Service Technician
    Responsible for troubleshooting software and hardware issues with a variety of devices, mainly desktop systems (IBM, Dell, Compaq) and printers (local and network, laserjet and inkjet).
  • Assisted in raising customer satisfaction ratings from mid 80 percentile to upper 90s
  • As part of production/assembly support, ensured customer was able to routinely ship turbine engines and APUs in excess of $1,000,000.
  • Installed new hardware and licensed software, and updates of customer-approved applications (such as Novell client or McAfee)..
  • Updated tickets with all pertinent information, including steps to resolution of issues or information necessary to properly move the call along (login context, drop location for LAN drops, print queues or MAC addresses, etc.).

    • 1997 - 2000 Entex Information Services - Phoenix, AZ
    Customer Service Engineer
  • Reduced downtime for production via hot swap of mission critical workstations and increased reimaging efficiency from 5 hours to 45 minutes.
  • Managed call and ticket flow
  • Handled customer service calls and end-user relations.
  • Assisted with implementation of Network Computer (NC) environment on production line.
  • Handled/resolved configuration issues with NC boxes and worked with other vendors in issue resolution.

    • 1996 - 1997 MicroAge Inc. - Tempe, AZ
    Macintosh/ Apple Help Desk support
  • Worked help desk troubleshooting calls involving software and hardware incidents.
  • High productivity in call matrices, avg productivity of 90+%--50-60 calls/shift

    • 1995 - 1996 entertainment MCI - Chandler, AZ
    Service/Sales Representative
    Handled nationwide inbound service and sales calls for the now-defunct 1-800 MusicNow service. Also did customer service (inbound)for other accounts such as Bank of America and Smithsonian Institute.

    1988 - 1995 Pointe Hilton South Mountain - Phoenix, AZ
    F&B manager/In-Suite Hospitality
  • Led department from operational losses to average net profit of $500,000/year
  • Dropped labor costs from 40% to 27%
  • Responsible for all aspects of operations, from hiring and disciplinary issues to training.
  • Had control of P&L on a monthly basis, accountable to Resort General Manager.

    • EDUCATION
    Bachelor of Science, Northern Arizona University - Flagstaff, AZ
    Associate of Arts, Pima Community College - Tucson, AZ

    TECHNICAL SKILLS
  • Software Knowledge: Microsoft Office Suite (Word, Excel, Powerpoint), Outlook, Attachmate/Extra!, Browsers-Internet Explorer & Netscape, McAfee, LANDesk, TCP/IP, Novell Netware, Norton Ghost.
  • Network printer set up, from deploying hardware to assisting with queue creation in tandem with network group.
  • Operating Systems: Windows 95, 98, NT4.0, 2000 Pro, MacOS 7.0-9.1.
  • Knowledge of basic HTML, XHTML, CSS coding.

    • Software Knowledge:

  • Office Suite (Word, Excel, Powerpoint), Outlook, Attachmate/Extra!, Browsers-Internet Explorer & Netscape, McAfee, LANDesk, TCP/IP, Novell Netware, Norton Ghost.
  • Network printer set up, from deploying hardware to assisting with queue creation in tandem with network group.
  • Operating Systems: Windows 95, 98, NT4.0, 2000 Pro, XP, MacOS 7.0-9.1

  • Self-motivated, needs no daily supervision
  • Strong communication skills both oral and written. Can articulate issues to both a technical and a non-technical audience
  • Strong analytical and research skills
  • Strong inter-personal skills. Able to develop and maintain effective relationships