Al Sutherland Email & Phone Number

Livonia, Michigan

Responsible for providing the single point of customer contact, support or resolution of basic inquiries, requests, and problems arising from software/hardware of all supported TIS systems.Knowledge of applicable Federal, State and local laws and regulations, Integrity Program, Code of Ethics, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.Assists majority of customers in resolving their issue during first contact. Resolves problems for various computer applications, resets passwords, activates print queues, resets printers/terminals and provides user education on all TIS supported systems and telecommunications.Utilizes available resources as obtained through training to assist in troubleshooting issues in a call center environment. Documents issues in the call tracking system utilizing clear and concise problem descriptions.Responsible for and familiar with provisioning and user account maintenance. Interfaces with users and appropriate personnel providing log-in ID, access, connectivity and emergency removal to applications and systems. Understand and follows defined departmental policies, procedures and processes in a team environment

Logging all incident details with an average rate of 19 minutes per incident.Providing first line investigation and diagnosis, with a resolution rate of 96%.Escalating incidents / service requests a service desk cannot resolve themselves in the agreed timescale, minimizing downtime to end usersInforming users about the progress by email, Office Communicator or by phone daily.Closing all resolved incidents, requests, and other calls Updating the CMS under the direction and approval of Configuration Management if so agreed. Black Berry, iPad, iPhone Support.Online technical support for hardware and software applications.Assist with software installation and repairs.Support for Windows XP, Windows 7, SQL Server software, MS-Office 2003 and 2007

Troy, Michigan

Testing parts for auto suppliers, GM, Ford, and Chrysler.Ability to use forkliftQuality inspection and assurance of parts to make sure they function properly and meet the industry guidelines.Loading and unloading of delivery trucks. Checking inventory on a daily basis.

Review dealer warranty performance and cost trends to identify claims for the purpose of dealer self-audit thus ensuring compliance with established Audi policies and procedures.Provide guidance to dealer and field personnel for the purpose of correcting out of line warranty costs and repair trends found.Create statistical analysis using Business Objects to identify claims for desk audit.Analyze dealer warranty claims and perform charge backs where necessary.Prepare a detailed report with clear and accurate findings including reasons parts, labor operations or sublet dollar requests are denied. Professional Experience (cont'd)

Control cost, maintain good GM-Dealer relation, to communicate logically and lucidly, relay appropriate information, accept constructive criticism, team work, identify customer needs and modify personal efforts to meet those needs, to achieve customer satisfaction, accept and complete special assignment, organize daily work plan.Responsible for visiting auto dealerships and repair shops to inspect and diagnose mechanical breakdowns for GMPP (General Motors Protection Plan). GMPP extended warranty, MRP, extended used car warranty.Inspected vehicle for GM warranty claims at repair shops, inspect damage/failed parts to determine the best and most cost effective path for repairs.Followed up with repair shop on all claims from start to finish as well as making payments or denial of coverage.Inspected vehicles involved in auto accidents and writing repair estimates to the best of my capabilities to control cost and loss control as avoid excessive over payments to repair facilities.Evaluated and settled total losses.Experience with use of laptop computer as well as IBM PC and associated software and hardware. Estimating system which includes CCC Pathways and Mitchell Matics.Selected Professional DevelopmentA+ PC Technician training. Focused on PC repairs, identifying PC components, laptop and portable devices.Identifying operating systems. Configure and optimize OS systems.Identify basic diagnostics of printers and scanners, troubleshooting.Install and configure Networks.Configure, optimize and upgrade Security.Configure TCP/IP protocols and IP addresses.Create FAT and NTFS partitions.MCP/Network+/Security+/CCNA/Linux+/MCSEWindows Server 2003, Windows Server 2008 Network Infrastructure Configuration, Windows XP, Windows Vista, Windows 7, Active Directory.