- 31940 Virginia Ln Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

Customer Service (Field IT Support)

Qualifications Profile

    Highly self-motivated and results-driven IT professional with more than 17 years providing high-performance customer service and IT systems support in the imaging and aftermarket automotive technology sales industries.

    Detail-oriented, analytical and methodical with critical thinking to resolve work issues even under stress.

    Flexible and adaptable with quick learning abilities to reach high productivity levels in fast-paced work environments.

    Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.

    Strong people management and interpersonal communication skills that inspire customer confidence while forging teamwork synergies with colleagues across diverse ethnicities and demographics.

Key Expertise

Sales Operations Support

    Imaging Solutions Marketing & Sales (Trad. & Online)

    Automotive IT Systems Maintenance

    Business Development

    Aftermarket Automotive Sales 7 Operations Support

    Customer Service Management

    Relationship Management (Customers, Public, & Suppliers)

Business Administration Support

    Tactical & Operational Planning

    Change Management

    Data & Network Systems Development & Management

    Technical Service Support

    Process/Workflow Improvement

IT Project Management

    Concurrent Project Management

    Systems/Business Needs Analysis

    Project Budget Management

    Systems Development & Prototyping

    Systems Configuration, Conversion, Migration & Integration

    User Acceptance Testing

Technical

    Server OS: MS ( 2K8, 2K3, 2K, NT 4.0, NT 3.5 ), NTFS Management, & Registry Management

    Networking : SMB (CIFS), AFP (AppleTalk), NFS (Unix), & Shares

    Windows (95/NT4.0/XP/7/Vista/8)

    Apple Macintosh All iterations of OS X to 10.10, and all previous versions of Mac OS dating to 1986

    Linux: Ubuntu/Debian current 15.04 and all past versions through 5.04

    MS Office: Word, Excel, PowerPoint, Access, & Outlook

    Hardware: Dell PowerEdge servers & workstations , Isilon servers (EMC), DEC Alpha Servers , All Apple Macintosh dating to 1986

    Data Storage: RAID storage systems, Dell EMC (Clarion), NAS devices, SCSI, FibreChannel, & ZFS

    Imaging: High-Resolution, Full Color, Wide -Format Plotters, Laser Printers (Multiple Vendors), High-Speed Digital Color Output & Metal Plate Laser Imaging Devices

    Email/Webmail, Web Research, Social Networking, & Online Collaborative Computing

Professional Experience

Eastman Kodak (Formerly Creo, Vancouver, BC, Canada) Ÿ Rochester, NY

    Oversee client training support on newly installed/implemented computer systems and networks.

    Work with customers in ensuring successful PC data recovery, implemented wireless network solutions for both home office and business use, and conducting FreeNAS and ZFS consultations.

    Conduct seminars and training session for computer solutions specialists in proper RAID implementation, and back-up solutions for a local business serving more than 500 children.

    Served as Field service engineer in the professional printing group for the Northeastern US & Eastern Canada territories and tasked with integrating proprietary high-resolution digital imaging applications and devices into existing traditional printing facilities.

    Led project teams to implement high-visibility changes to the workflow of both small and large multi-site printing companies, assisting in organizational and procedural change management initiatives for their management and staff.

    Served as the team lead for multi-site system upgrades in large printing companies as requested by clients. Developed and implemented a hot transparent upgrading process enabling clients to work in production servers while new servers were commissioned, thereby eliminating or reducing critical system downtimes.

    Successfully moved or migrated customer data (in hundreds of terabytes) into new systems with proper data and system configuration required in the migration, conversion or upgrades.

    Provided on-site client training in new workflows resulting from new functionalities in system upgrades, as well as train-the-trainer programs for multi-shift 24/7 facilities.

    Served as an indispensable member of the core upgrade team ( SWAT ) responsible for knowledge transfer to other graphics colleagues on several industry best practices during system upgrades.

- 31940 Virginia Ln Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

Professional Experience (continued)

Media Auto Services Ÿ Media, PA / Stillpond, XXXXXX

    Install, configure, and maintain the computerized Chief Automotive Technologies collision diagnostics and repair management tools, including computerized laser measurement systems for automotive repair as required by insurance companies when certifying that a repair has restored a car s roadworthiness and safety for continued use.

    Conduct line voltage electrical repair on frame repair machines, including field service circuit board diagnostics, rewiring, repair, and parts replacement.

    Provide high-pressure hydraulic hose and ram service, including hydraulic pump and motor service and rebuilding.

Education & Credentials

    KUTZTOWN UNIVERSITY Ÿ Kutztown, PA

Coursework in Physics and Computer Sciences

Professional Training & Certifications

    Certifications from Apple, Kodak, ScanView, and 3^rd party sources supporting computer, network, operating systems, and imaging products.

    Creo-sponsored customer service training on customer needs and conflict resolution.