david reynolds

Responsible to supervise and assist up to 5 employees in food prep, bussing and cleaning of the US Navy Galley at the Puget Sound Naval Shipyard ;

* Offer desktop support to all Seattle Goodwill employees * Check ticketing system for reported issues * Aid in setting up Point of Sail systems * Image & configure Computers * Insure overall operations are supported * o Work kept track of in Kace ticketing system and other internal processes *  Applications and Services used: Windows 8, Windows 7, E-service Desk, RMS POS, SharePoint, Microsoft Excel 2010, Microsoft Word 2010, Lenovo, HO, PowerPoint,

* Developed processes for the new position from the ground up * Tracked IT inventory using a multitudes of methods * Help provide feedback to improve already established procedures * Image, setup and support desktop, laptops, projectors, printers, scanners and faxes. * Worked with Vendors to design best practice warranty support options for Premera * Swiftly communicate needs for my area to Managers and supervisors to improve support * Intuitively know what the possible needs might be for IT before they have them * o All work was kept track of in Cosmos, Unicenter Asset Portfolio management and Self designed processes *  Application and Services Used: COSMOS CA Service Desk manager, Windows XP, Windows 7, Dell, Lenovo, Microsoft Office 2007, Microsoft Office 2010, Outlook, Active directory, HP printers, Copiers, FAX, Norton Ghost, PXE servers, Online Self Dispatch, IBM ESC+, People soft, Oracle, Unicenter Asset Portfolio management, and SCCM.

* Took inbound calls addressing all technical concerns for Compass Health * Aided in Imaging / configuring PC and Laptops * Wrote Several how too documentation to aid in their support o All work was documented in Dell KACE  Application and Services Used: Windows XP, KACE, Clonezilla, Dell, Microsoft Office 2003, Microsoft Office 2010, Outlook, Active directory, Exchange, Toshiba Copiers, Brother Fax Machines.

* Serviced high profile automotive dealerships and their related websites on a national scale. Serviced customers via remote access in a high pressure, high volume case management environment. * Aided in all technical issues including assistance with order processing, Domain management, website changes, and complex inventory situations. * Recognized as a high producer whilst surpassing customer satisfaction index targets. * All work was done utilizing Oracle ticketing system * Troubleshooting was done within the windows XP operating system however we did offer support in the windows vista. * Internal tools and services supported with over 1000’s of customers being serviced nation wide. * On average 20 to 40 tickets or issues personally addressed each day in a standard 8 hour shift. * Application and services used: As400, Share point, oracle, minor HTML, outlook, Word, Excel, Cobalt website services, internet explorer, windows XP, windows vista, windows 2000, windows 98 and outlook express.

Responsible to help all departments when they call in to troubleshoot any of their technical problems. Responsible to work email and other trouble tickets filed to my support department Quickly Identify outages and help coordinate with teams to get services back up as quickly as possible. All work was done utilizing Remedy ticketing system Troubleshooting was done within the windows XP operating system and other internal applications. Internal tools and services supported with over 50,000 employees and call centers needing support nation wide. On average 10 to 20 calls taken a day, with tickets for each call created. Supported over 1000 applications and services, utilized 3 different databases for support knowledge and ticket assignments info. Application and services used: As400, Internal billing / provisioning systems (Telegence, Care), Siebel, remote desktop software & services (SMS services), Primus, Serviceware, Remedy, Sharepoint, SQL, Oracle, Axys, mylogins and 1000’s of other internal applications which are used to provide Cingular/at&t Cell services or customer care.

* Responsible to create, modify or delete user accounts for employees and company needs * I worked with over 100 applications to work with user accounts. While adhering to Sarbane Oxley standards. * Some applications included Active Directory, Axys, Siebel, AS 400, and Primus. * All work was done utilizing Remedy & mylogins ticketing system for documentation and tracking. * Troubleshooting was done within the windows XP operating system, and other internal tools which was being used to provision user accounts for AT&T wireless / Cingular employees. * Utilized Active Directory and Exchange information to help provision accounts or troubleshoot account issues. * Would work on average 100 to 1000 accounts per standard 8 hour work day. * Often time work was done from spreadsheets within excel, and utilizing SQL scripting was often a must. * Application and services used: Primus, Excel, Access, Windows XP (active directory), Axys, Siebel, AS400, Remedy, SQL scripting, Oracle, Opus, Clarify, outlook, Telegence, Care, and many other internal applications.

* Responsible for taking inbound calls from all Washington Mutual departments to assist them with any of their technical needs. * Responsible for Setting up printers, reset passwords, internet, email and networking troubleshooting was often required. * All work was done utilizing Remedy ticketing system * Troubleshooting was done within the windows XP, 2000, OS/2. Unix, Linux, and OS 10. * Password reset, outlook support, and resetting servers was among the common issues * Working 10 to 20 tickets or calls a day was the average. * Application and services used: windows XP, os/2, Unix, Linux, OS 10, outlook, Remedy, Primus, p-synch, and windows 2000.

* Responsible to take all inbound troubleshooting calls for any customer having a problem with all windows operating systems (windows 95, 98, ME and XP) * Assisted in the launch of Windows ME and XP, as well as assisted with one of the 1st critical updates for windows ME * Was asked to troubleshoot all software applications that might work with windows and offering support as much as possible within the confines of the windows operating system. * Create or update Knowledge base articles for Microsoft Corporation * Assist development with patches and other information needed for future software products or updates. * All work was done utilizing Clarify ticketing system * Troubleshooting was done within the DOS, windows 95, 98, 98 SE, ME, XP and 2000. * Taking inbound calls and working 10 to 20 tickets or calls a day was the average with an average call time of 30 min and a wrap time of 3-5 min. * Application and services used: DOS, windows 95, windows 98, windows 98 SE, windows ME, windows XP, Windows 2000, internet explorer, Networking protocols, Driver updates, codec, and AOL.

Responsible for manage up to 30 employees in the entire store functions. Responsible fir advertising, Payroll, scheduling, weekly inventory and hiring / firing of employees.

* Responsible to assist coworkers with all technical needs, such as work with clients to setup networking, troubleshooting software, implementing new software bundles and anticipating what their technical needs might be. * I was also responsible to assist with sales, PDX system management and all general needs of the company * All work was done utilizing non standard ticketing system and documentation. * Troubleshooting was done within the windows XP, however I did troubleshoot and supported all makes and models of copiers and printers. * Setting up networks and connecting printers was my primary responsibility. * Workload varied on a day to day basis. * Application and services used: windows XP & 2000, virtual PBX, Xerox, Brothers, Cannon, and IBM.

Activities and Societies: Computer Electronics 90 hour course

Computer Aided Drafting 540 Hour class Equivalent to 1 year experience."]