Bob Jeffrey Email & Phone Number

Kansas City, Kansas

IT Systems Engineer of a large enterprise-class environment with thousands of users worldwide.• 24/7 Support, Desktop and Server Support• Windows 7/8.1/10, Server 2008R2/2012R2• Microsoft Office/O365 Support• IP Phone and Email Setup and Support• Printer, Router, Switch, AP Setup/ Admin• VMware/vCenter Admin• VCE vBlock Admin – vLan Config• EMC VNX & Isilon Storage Admin• Cisco UCS Admin• Aspera Admin• Lumension Admin• Okta Admin• Active Directory – Setup/Admin• DNS – Setup/Admin• DHCP – Setup/Admin• Group Policy – Setup/Admin• Storage Management • Backup Management• Patch Management• Certificate Management• Project Management: Analyze – Plan – Test – Implement o Application and Data Reporting o Application Deployment o Data Migration o Windows Deployment Services o New Environment Development o Active Directory Upgrade o Migration to Microsoft Exchange o Data Center Migration o Physical to Virtual Conversions

Lenexa, Kansas

• Handled 80+ customer calls per day concerning billing questions, service requests, and technical support.• Analyzed accounts for billing errors, up sold products to offer solutions to customer need.• Structured calls in a way to show empathy and concern to minimize escalations and build rapport. • Achieved T-Mobile Inner Circle (overall top 1%) by consistently exceeding company goals in calls per hour, sales, first call resolution, and customer satisfaction• Helped setup and troubleshoot wireless devices across all platforms. • Educated customers on the use of phones, tablets, wireless cards and hotspots. Reason for Leaving: Center Closed

Manhattan, Kansas

Senior Customer Support Representative• Participated in team meetings teaching new devices, products and promotions.• Answered customer service and escalation requests regarding billing and general inquires.• Solved or escalated help desk tickets for billing system or computer errors.Retention Representative• Retained customers by listening, and provided creative solutions.• Researched competitors’ plans and services and positioned the benefits of our products and services to customers who considered canceling.Customer Service Specialist• Matched plans, features, phones, and accessories, to customers’ needs.• Analyzed bills, checked for billing errors and made necessary corrections.• Reset voicemail and online passwords.Reason for Leaving: Center Closed

It Administration

IT Administrator Program • Technical Competencies: - Installing and supporting Windows 7/2008 in virtual environment. - Installing.

Bachelor'S Degree, Business, Management, Marketing, And Related Support Services

Associate'S Degree, Liberal Arts

Activities and Societies: Phi Theta Kappa Honor Society, Academic All-American