Customer Service Manager
Resume:
E ric Curtis Wile
W ichita, KS 67217
ablvhj@r.postjobfree.com
Summary:
I ’ve been working in the IT/IS field for 13 years this includes working in
Aerospace/Aviation, Entertainment, Mi li tary Telecommunications and Retail. During this
t ime I’ve evolved from selling computers in retail to working as an IT System Analyst.
I’m not afraid of a challenge. I take ownership of a project in order to efficiently resolve
t hings within a timely manner. I’ve worked in Aerospace locally in Wichita for a total of 3
and half years.
Qualifications:
I ’m a jack of all t rades when i t comes to support analysts. I’ve setup and
configurated multiple proprietary workstations t ied to faro arms, laser t rackers, presses,
hydraulic lifts, ply cutters, autoclave and so on. I have managed security systems with
m ultiple camera installs, dvr configurations and a customer built security station that
monitored multiple security systems at once.
I ’ve handle desktop support of small and large sized companies. This includes installs of
software, hardware repairs, running cables, working with scan stations.
E ducation:
Smoky H ill High School, Aurora, Colorado
ht tps://sites.google.com/a/cherrycreekschools.org/smoky/
H igh School Diploma, 1995
University of Colorado, Boulder, Colorado
ht tp://www.colorado.edu/
Computer Science, 1996-1998 (did not finish degree)
• I star ted learning computers when I was only 7 under the mentorship of Ms.
McAuliffe which was 1 of few Apple Certified Teachers in the mid to late 1980’s. I
was her star pupil from 2nd g rade to 6th g rade, and from there became the
m ultifaceted computer tech I am today.
• I have plans on going to back to college to earn a Business Management Masters in
I nformation Technology or Information Systems.
• I have plans of finish school as soon as the economy, job market or an employer would
help me with school.
Awards:
Cox Communications Award of Excellences 1 of 7
Cox Communication Team Member of the Month 04/07
Sony Online Employee of the Month 07/15/04
Sony Online Achievement Award 1 of 1
Learjet/Bombardier Kudos/Employee of the Month 11/07
Learjet/Bombardier Achieving Excellences 1 of 1
Software Experience:
Adobe: Acrobat 7, 8 and 9 (Elements, Professional and Standard) CS 1-3 Family of After
E ffects, Flash Professional, I l lustrator, InDesign, PageMaker and Photoshop
A pple: M icrosoft Office X/2008, OSX 10.1-10.5
Autodesk: 3D Studio Max 9, AutoCAD 2008 and Maya 8.5
CNC: Mastercam 9 and X
Dassault: Catia/Enovia R17-R20
IBM: Lotus Notes, Lotus 1-2-3, Lotus Easy Sync, Tivoli
Intuit: QuickBooks Pro 2006-2008
Network Associates: McAfee Vi rusScan Enterprise 8.5i
Novell: Netware 4.7, IPrint and Zenworks
Oracle: Autoview 17-20
M icrosoft: Office 2000-2007 (Access, Excel, InfoPath, OneNote, Outlook, PowerPoint,
P roject, Publisher, Visio and Word) Windows 2000-Windows 7 (Home, Professional,
U lt imate and Server), Microsoft Vi r tual PC, Active Directory and Exchange 2000-2003
Siemens: NX 6 and 7
Sunbelt: Viper Enterprise and 3.0 and 4.0 Viper Email Security
Symantec: Norton Ghost, Symantec Anti Virus Enterprise and Symantec Endpoint 11
Help Desk Software: Frontrange Solutions Heat and BMCsoftware Remedy,
Linux: Ubuntu, SUSE and Yoper
M iscellaneous software: AS400, Dameware, Cisco VPN, Filemaker, PeopleSoft, SAP R/3,
V ERITAS and Verisuf
H a rdware Experience:
Printer: Alps, Canon (Copiers, Inkjet & Lasers), Epson (Inkjet), Hewlett Packard (All in
Ones, Inkjets and Lasers) Ricoh (Copiers) and Xerox (Copiers)
Workstations/Servers: IBM In tellistations A, M and Z, Dell Precisions and OptiPlex
PDA’s: Blackberry, Palm and Pocket PC
Desktops/Laptops: Acer, Alienware, Apple, Compaq/HP, Dell, Falcon, Gateway, and IB M
Communications: ADSL, Cable, Dial up, DSL, ISDN, T1 and VPN
Industrial Machines: Autoclave, Ply Cutter, Press, Hydraulic Lift, Water Jet and Viper this
i ncluded Troubleshooting, Setup and Repairs (Workstation side)
Work Experience:
D J Engineering
September 2009- August 2010
( Laid off company cut backs)
ht tp://www.djgrp.com/
IT System Analyst
316-***-**** contact M ike Bursack IT Manager
Company Summary: D J Engineering is multifaceted Aerospace/Military machining,
Assembly, Composite and Ext rusion shop. With 3 Shops in Augusta, 1 in Conway and 1 in
t he Philippines they handle customers such as Boeing, United States Air Force, Hawker,
Sikorsky and more.
J ob Summary: I d id a lot of different things at DJ. This included IT Security which
required me to setup cameras, DVR’s, cabling, monitoring systems and create a custom
security system. This monitored multiple cameras throughout DJ. I set up, installed and
used these cameras to conduct surveillance as a part of my daily job.
Desktop Support was my major job. This included software role outs for 50+ users
for Catia upgrades, Microsoft Office, Autoview and freeware. Hardware repair or replace for
network printer, workstation computers, battery backups, switches, laptops and more.
Networking was not a job that I focused on but I did run cables in new buildings,
c rimped and spliced them if need. Anytime a wireless hub or switch was down I would fix it
or replace it depending on what the problem was with the device.
F reelance
February 2009- August 2009
(Random odd jobs)
While unemployed I picked up random odd jobs ti ll I found work which including
network setups, desktop support, remote support, virus removal, repairs, upgrades, custom
builds.
T r iumph Aerospace Systems
A pril 2008-Jan 2009
( Laid off due to economy)
ht tp://www.triumphgroup.com/companies/triumph-aerospace-systems-wichita
Senior Desktop Analyst
316-***-**** contact Donavan Jones
Company Summary: T riumph Aerospace formally known as Lee Aerospace is a
leading in OEM aircraft windows, sheet metal, assembly and control wheels. They have
worked with such customers as Cessna, Learjet, Hawker, Cessna and Honda Jet.
J ob Summary: A t Triumph my priority was user base first. I handled most of their
request and concerns. I personally handed data backups, virus removal, work station setup,
system clones to insure day to day operations moved smoothly.
I worked with user with their Mastercam issues on their Faro Arms. Handle the
workstation side of the autoclave, ply cutter and job scanners to make sure error and
p roductive were not hindered in anyway that would cause a slow down.
L ea rjet/Bombardier (Contracted) LSI
September 2007-Feburary 2008
(Laid off due to i t cutbacks)
ht tp://learjet.com/en/3_0/3_2/3_2_1/3_2_1.jsp
Desktop Analyst
316-***-**** contact Joe Dunsworth
Company Summary: Learjet is the leader when it comes to Corporate Jets. They
constantly change the way aviation thinks of business class jets. There Learjet 85 formally
k nown as the NXT has already set new standards with i ts all composite, 0.82 mach and up
to 3,000 nautical miles.
J ob Summary: As a Desktop Analyst I helped control the f low of t ickets and incoming
calls into the department. We had to adhere to SLA standards. I did on site and off site
support for the engineers, tool crib and administration. I fixed computers, upgraded
software, and did whatever was needed to maintain the user’s workstations.
Achievements: A t Learjet I was the only contracted employee to achieve Employee of the
month, the highest ticket count and best overall Quality of Service in the whole department.
F reelance
June 2007- March 2008
(Random side jobs)
During my time being unemployed, I use the time to do computer jobs on the side to
keep my skills sharpened until I am able to find work again.
Cox Communication
July 2006-May 2007
ht tps://ww2.cox.com/
Help Desk Tier 1
316-***-**** contact HR
Quit due to family health concerns.
Company Summary: Cox Communications is a leader in Cable, High-speed In ternet and
Telephony there market spans multiple states and has some of the best speeds, best
customer service and over product line that fi ts most people’s digital needs.
J ob Summary: A t Cox I was one of few employees that were able to achieve back to
back monthly awards for service, employee of the month and a 90% QA average. I wasn’t
satisfied with just that I was one of few employees in the regional area to submit a proposal
for a new product. That was looked at, and carefully considered.
Cessna a Textron Company (Contracted) CSC
April 2006-June 2007
(IT Department moved to Dallas)
ht tp://cessna.com
Help Desk Tier 2-316-***-***** contact HR
Company Summary: Cessna is part of the Textron Company and is an Aviation leader and
major employer to Wichita. They have built and designed the Citation, Caravan, Skyhawker
and more. They recently won the Robb Reports editor Best of The Business Aircraft Award.
Job Summary: At Cessna I worked on both tier 1 and 2 related problems which
i ncluded but not limited to password reset, general MS Office problems, PST related issues
w ith over limit and general tips and advice.
Sony Online Ente rtainment
August 2002- April 2004
ht tp://www.soe.com/
Technical Product Specialist
858-***-**** Contact Jose Araiza may now be at the Seattle location
Company Summary: Sony Online Entertainment was the leader in Online Gaming for
many years and EverQuest gained them many fans and player only to be r ivaled by
B lizzard’s Worlds of Warcraft. They have launched such games as Star Wars Galaxies,
P lanetside; EverQuest I I acquired Mat rix Online, Vanguard Saga of Heroes and plans on
l aunching Star Wars Clone Wars and DC Online.
Job Summary: As a Help Desk Representative I was able to accomplish something
most Sony employees didn’t achieve. I was asked on many occasions to go help different
departments including, QA, GM team, Development, Chargeback and Character Moves.
Achievements: Before leaving the company I single handled support EQmac with
development support, customer service, public relations, server side problems and more. I
was one of the only Sony employee’s from my department to receive an achievement award
f rom a Developer/Producer
AT& T Broadband @Home/TC I Denver
November 1999-December 2000
ht tp://www.att.com/
@Home Tech Support Tier 1
Company Summary: A T&T @Home was bought out by Comcast
Job Summary: W hen I was at ATT I support their @home service unlike Cox there
departments for tech support were separated by product. Most phone calls revolved around
basic tier 1 support issues with @home.
This would include no connectivity, IP release and renew, power cycles of modems,
POP/SMTP setups and provisioning or reconfiguring modems.
Achievements: I w rote the t raining manual for the help desk department, in regards to
M acintosh support. I was personally chosen by my Supervisor and Manager to help out the
Sales department because of exceeding service goals.
P r ivate Consultant
October 1997-Current
On the side while unemployed I offered computer service and repair along with virus
removal, and rebuilds. My client based sits around 100+ clients some repeat and some were
one t ime fixes.
As I computer consultant, I handled many different problems and issues for my
customer base including power jack replacement, LCD screen replacement, virus, malware,
spyware and root ki t removal, Console repair and replacement, wireless and wired
networks, windows reinstall and configuration and much more. I had one of the best
t urnaround t imes in Wichita and always had steady work coming in from referrals.
Personal references can be provided upon request
Contact this candidate