Customer Service Software

STEVE DANCH

***** ** **** ** . *******, WA, *****

206-***-**** . ablabu@r.postjobfree.com

Job ID: Field Service Technician

Skilled, flexible, hard-working IT Professional with 10 years of experience

installation, troubleshooting, testing, and repairing IT systems, network

and equipment. Ability to translate internal customer needs into technology

solutions and implementation strategies. IT Enterprise level project

management capabilities to provide their efficient technical execution and

achieve world-class customer satisfaction. Learns quickly, and enjoys a

challenging, high performance work environment.

COMPETENCIES

. Ten years IT Systems/Network enterprise level professional experience -

install, configuration, troubleshooting and support of Servers, Cisco

network devices, PC, Laptops, Printers and peripheral devices.

. Substantial experiences in design and realization of Enterprise IT

architecture projects - MOST, Move, Decommissioning, Hardware upgrade,

Software updates, Network Security, Data transfer, Data Security

encryption and Data recovery.

. Excellent computer skills, including SQL, Microsoft, IBM and Cisco

operating systems and applications.

. Solid leadership abilities to supervise, train, coach and empower fellow

employees.

. Strong verbal and written communication skills.

. Intense flexibility and responsibility in providing above expectation

customer service satisfaction.

. High efficiency professional troubleshooting and analytical skills.

. Weekly attendance of different yoga classes to maintain healthy physical

and mental balance.

. Fluent in English, German, Czech, Russian, and Bulgarian - oral and

written.

PROFESSIONAL EXPERIENCE

SIEMENS IT Solutions & Services, Seattle, WA Jan 2005- Apr

2009

Assistant Manager

Managed Laptop Break Fix Depot providing IT services for Washington Mutual

Bank.

. Achieved uncompromising quality and efficiency in nationwide support of

25,000+ laptops serviced with 100% Contract SLA accuracy.

. Reorganized under performing and fragmented Laptop Depot team by creating

an employee productivity measurement system resulting in a 20% staff

decrease.

. Successfully coached and mentor staff members in more efficient processes

leading to higher quality and increased productivity, allowing the

company to add 7% more business solutions to the existing contract.

. Refined the existing asset management process to decrease database errors

rate nearly 30%, attaining inventory accuracy of 99.9%.

. Assisted in design of special projects adjusting the bank's IT

infrastructure in response to financial market fluctuations, resulting in

completion of MOST, Move, Decommission of IBM servers, 30,000+ Lenovo

Desktop/Laptops and printers, Hardware upgrades, Software updates, End

user's - Data transfer, Data Security encryption and Data recovery.

. Provided Help Desk support on campus, remotely or on call by

troubleshooting escalated incidents, leading to above expectation

customer satisfaction.

IBM Global Services, Seattle, WA

Apr 2002 - Jan 2005

Systems Services Representative

Provided support for Washington Mutual Bank's headquarters and branches

nationwide.

. Installed, diagnosed and troubleshot LAN/WAN/Enterprise level network

connectivity, security and functionality achieving 99.9% up time.

. Provided Certified Warranty support, installing and troubleshooting more

than 40,000 PC/laptops, peripherals and printers and achieving IBM Global

Services standards of customer satisfaction.

. Delivered excellent professional software support in time-driven

environment deploying, installing and troubleshooting Bank modified

Windows OS assets fulfilling the bank security requirements.

. Performed Server Management Group assignments including diagnostics,

install, troubleshooting and configuration of IBM and HP servers

resulting in improved network infrastructure.

. Excellent organizational and interpersonal skills proven as shift leader

by the successful nationwide roll-out of XP projects; hardware install

and software troubleshooting of more than 25,000+ IBM PC/laptop

computers, full scale network/local printers and peripherals.

University of Washington, Seattle, WA

Dec 2000 - Mar 2002

Systems Support Specialist

For Harborview Medical Center, Seattle and UW Medical Centers Information

Systems, Seattle

. Installed Compaq Terminal Servers using Smart Start.

. Upgraded and installed Windows Terminal Servers

. Imaged workstations for Windows 98, Windows NT 4.0, Win 2000 Server &

Professional.

. Participated in HW/SW project for 4000+ PC at Harborview Hospital -

McAfee Anti virus Internet security applications such as SSH Client,

Xwin32 for PC-Iris, EPO Anti virus Agent, and Black Ice Agent.,

troubleshooting software, hardware and network related incidents.

EDUCATION

BCs Economics of Civil Engineering

University of Ostrava, Ostrava, Czech Republic,

Associate degree Cisco Networking Technology, NSCC, Seattle, WA

CERTIFICATIONS:

Business Intelligence SQL 2008 - Program completed May 2010, CCNP 1-

Advanced Routing, CCNA, IBM System xServers Certification, Microsoft

Certified Professional (MCP), IBM/Lenovo Desktop&Mobile systems, Dell

Associate Server Certification V 6.0, DCSE, A+ Certification

LANGUAGES:

Fluent in English, German, Czech, Russian, and Bulgarian - oral and

written.

TECHNICAL EXPERTISE

Operating System Software

Network Protocols

CIOS MS SQL 2008R2

BGPv4, EIGRP, OSPF

Win9X, Win2K, XP, Vista, Win7 MS Exchange

ISDN, ATM, Frame Relay

WinNT, Win200X Server MS Office 2003/2008

TCP/IP, DNS, DHCP,

SQL 2008 R2 Bank Applications

SNMP, RMON

Hardware

Servers: IBM System xServers, HP, Compaq

Laptops: IBM-Lenovo ThinkpadXX, HP, Dell, Compaq

Desktop: IBM-Lenovo Think Centre, HP, Dell, Compaq

Printers: IBM, Lexmark, HP, Brothers

Network: Cisco Switches, Cisco Routers, Cisco Firewalls

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