Customer service resume sample



Mick D’Angelo

|1931 Plum Creek Ln. |mick.dangelo@ |Home: 713-213-7883 |

|Missouri City, TX 77489 | |Cell: 713-213-7883 |

Dedicated IT professional with 6+ years of experience in high volume private and public sectors. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all deployment, security and quality operations policies.

Areas of Expertise

|Customer Service Leadership |Customer Satisfaction Enhancement |Software Troubleshooting |

|Technical Documentation |Desktop Deployment |Remote Troubleshooting |

|Windows Server Administration |Hardware Troubleshooting |Virus Remediation |

Professional Experience

|Dyonyx, LP — Houston, TX |7/11 to present |

Senior Systems Engineer, 7/11 to present

The position of Senior Systems Engineer covers a wide aspect of technologies. This company is a global IT consulting firm with 3 headquarters stationed throughout the United States.

Supported 4 site locations with approximately 300 users including but not limited to desktops, servers, laptops, cell phones, desk phones, switches, i/o accessories and line problems.

MS Office 2003/2007/2010 and Windows XP/7 troubleshooting.

Exchange 2003/2007/2010 administration and message tracking troubleshooting.

Blackberry Enterprise administration, primarily enterprise activation support.

Worked with ConnectWise for case management, tracking, and billing.

Arcserve/Backup Exec management for disaster recovery and offsite backups.

Served on desktop deployment projects involving Windows Deployment Server for the rollout of Windows 7 machines.

Dealt directly with vendors regarding bids and purchases for all IT related equipment for assigned companies.

Active Directory administration and security permissions troubleshooting.

Securence Spam Service administration for spam filtering. Also used SonicWall Email Security.

Managed Trend Micro OfficeScan server for multiple client sites. Also managed Shavlik servers.

Utilized Solarwinds as main performance and maintenance utility for all servers on home base.

Team lead for Newpark Drilling Fluids Oracle upgrade project involving approximately 800 users.

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|Fort Bend ISD — Sugar Land, TX |5/08 to 7/11 |

Microcomputer Analyst - Administrative, 5/08 to 7/11

The position of Microcomputer Analyst is similar to a desktop support analyst with additional duties:

Supported up to 12 administrative site locations with approximately 1,700 users including but not limited to desktops, laptops, cell phones, desk phones, switches, i/o accessories and line problems.

Proven ability to perform consistently as a top 3 analyst in a high demand environment whilst constantly shifting priorities on the fly.

Adapted to new and unique software to provide outstanding troubleshooting skills.

Worked with PeopleSoft CRM for case management and tracking.

Utilized Altiris DS console and Livestate Delivery console for software and image deployment as well as remote troubleshooting for end users.

Served on multiple PC deployments for campuses which required tag and removal of old systems and asset management of new equipment.

|ScoNet, Inc. — Houston, TX |8/07 to 2/08 |

Systems Engineer, 8/07 to 2/08

The position of Systems Engineer is similar to a Systems Administrator. This company is an IT consulting business that had multiple clients nationwide although primarily based in the Houston area.

Primarily dealt with maintenance and performance of Dell and HP servers, but also maintained all client desktops, laptops and blackberries.

Implemented multiple Blackberry Enterprise servers into Exchange 2003 environments.

Built and configured multiple Backup Exec servers utilizing tape drive systems and robotic libraries.

Utilized in-house ticketing crm system developed by ScoNet to differentiate between priority trouble tickets and time tracking.

Continuously exceeded SLA agreement by resolving 90% of all issues within a 1 hour time frame as opposed to 4 hours.

Routinely updated documentation to comply with Sarbanes-Oxley and consulted with compliance officers on a quarterly basis.

Consulted with client partners in regards to recommendations of hardware and software upgrades as seen fit for the company’s job roles and employee job duties while staying in a comfortable budget window.

Performed job functions with little to no supervision including on call support and out of state travel at the company’s expense.

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|Innova Electronics — Houston, TX |5/06 to 7/07 |

Lead Help Desk Support, 5/06 to 10/06

Junior Systems Administrator, 10/06 to 7/07

Originally starting off as the second tier help desk support I was promoted to Junior Systems Administrator for the sister company – Extel Precision Machining.

Primary architect for the network in regards to Cat5 runs and switch implementation. Hard wired all Mazak machines and also assisted in the build up of the PBX.

Administered all servers and performed regular maintenance to ensure expected performance. All servers were Dell.

Created backups utilizing tape drive systems and robotic libraries.

Handled all desktop, printer, software, and server related trouble tickets.

Built and maintained RIS server as primary solution for desktop deployment.

Dealt directly with vendors regarding bids and purchases for all IT related equipment for the company.

Consulted with client partners in regards to recommendations of hardware and software upgrades as seen fit for the company’s job roles and employee job duties while staying in a comfortable budget window.

Performed all job duties under zero supervision being the only IT personnel for the sister company.

Education and Training

|Cy Fair Community College — Houston, TX |Present |

MCDST

MCP

Training: Completed numerous courses and seminars in customer service, inventory control, employee harassment, Dell training, Avaya phone systems, and Toshiba HVAC control.

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