Determined and successful leader committed to the constant focus and development of most effective processes, procedures and systems to influence highest level of overall dependability and stability.
IT Support Professional with Accomplished Customer Service
Posted by: "jeff.mitchell08" jeff.mitchell08@yahoo.com jeff.mitchell08
Jeff P. Mitchell
8748 Redwing Avenue Littleton, Colorado 80126
720.988.6800 jeff.mitchell08@yahoo.com
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Seasoned IT professional tier 3 and desktop support specialist with accomplished customer service skills. Experience on medium and large production, development, and enterprise networks. Determined and successful leader committed to the constant focus and development of most effective processes, procedures and systems to influence highest level of overall dependability and stability. Core competencies include:
•Technical Troubleshooting Skills •Desktop Break/Fix
•Active Directory & Registry Adept •Integrity/Work Ethic
•Customer Service Specialist •Key Outage Contact
•High Level Communicator •Contributing Team Member
•Coachable, Quickly Adaptable •Documentation Leader
•Strong on Security Procedures •RMA process specialist
•Skilled Strategist & Thinker •Ticketing System Experienced
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OBJECTIVE
Tier 3 or desktop support position with a professional and customer service oriented company, where I can best use my technical skills, education, and experience.
PROFESSIONAL EXPERIENCE:
VERIZON WIRELESS
Desktop and Tier 3 Support Technician
(April 2009 to Present)
•Pilot program team member of the mobile support desktop team
•Work with custom tablet personal computers to ensure field workability
•Desktop support for field units and remote support via VNC
•Interaction with field technicians for troubleshooting and coaching for hardware issues, customer order tracking and reporting applications, and GPS navigation.
•Troubleshooting and use of GPS tracking and monitoring tools.
•RMA process specialist including IT inventory management.
•RMA reporting to executive management.
IHS (INFORMATION HANDLING SERVICES)
Desktop and Tier 3 Support Technician
(January 2007 to April 2009)
•Accomplished tier 3 and desktop customer support team member for 900 users locally and 6,000 plus global customers using remote desktop, in both cases using junior windows administrator functions and tools.
•Key development, editing, communicating, and publishing of updated support procedures and planning for assigned IT functions and policy standards.
•Critical on-call contact for outages/degradations and global e-mail notifications.
•Initiated, researched, and strengthened password security measures in order to protect internal systems access against social engineering hacker practices.
•Interact effectively and positively with multiple IT Engineers and Managers within Architecture, Messaging, Production, and Wintel departments.
•E-Learning Administrator supporting and training global users via WebEx with web-based vendor application.
•New Hire orientation representative for all of global IT support and engineers.
•Readily adaptable to policy and procedure changes to accommodate system upgrades and customer service flow and enhancements.
KAISER PERMENENTE
IT Deployment Technician Level II
(December 2006 to January 2007)
•Professional on-site installation, configuration and deployment of Windows based PCs and monitors for pharmacy staff and throughout the Denver area.
•Configured hardware and software to meet the needs of individual departments and managers in a dynamic environment.
COMCAST CORPORATION
Network Operations Center (NOC) Technician
(September 2006 to December 2006)
•Monitored incoming Video on Demand (VoD) content and schedules, distribute and verify accurate delivery of outgoing content, and report acknowledgments of transmissions of VoD assets, via Comcast Video OnDemand Distribution System (VDS), on remote satellite catchers throughout the United States.
•Supported and verified data center operations to ensure the accurate preparation, distribution, and verification of all media, metadata, and schedules to commercial customers, CableLabs and Comcast specifications.
•Monitored the distribution network health and media, and reconcile discrepancies with the system in accordance with established procedures.
DATA DOCTORS COMPUTER SERVICES
PC Technician and Support Level I
(September 2004 to August 2006)
•Serviced, repaired, upgraded - Windows-based desktops and laptops, operating systems, hardware and software, including custom requests and configurations.
•Provided outstanding customer service and non-technical explanations and expectations of work to be performed and options of service.
•Provided thorough check-in and documentation using service checklist.
IBM (INTERNATIONAL BUSINESS MACHINES)
Help Desk Technician Level I
(June 2004 to August 2004 Contract Position)
•Customer support for Lucent world-wide employees while supporting Windows 2000, VPN and IPSec, Secure ID Token, Outlook 2000, and Net Meeting.
QWEST COMMUNICATIONS
Customer Service Consultant
(February 2000 to March 2001)
•Responded to customer service issues and billing inquiries, coordinated installation with other departments.
•Used various proprietary computer systems to process consumer orders for POTS, wireless and DSL services.
EDUCATION:
•Currently pursing a Masters Degree at University College at Denver University
•Certifications - New Horizons Computer Learning Centers
A+
Network+
•Bachelor of Science Degree - Montclair State University Business Administration
SALARY REQUIREMETS:
Salary Range Compensation based on position and responsibility
Personal References:
Upon Request
