Chris Pfeffer Email & Phone Number

Stamford, Connecticut, Us

Stamford, Connecticut, Us

• Lead the America's Service Desk team of a global 1000+ employee company providing 1st level and 2nd level support via the telephone, using remote support desktop tools.• Responsible for the day-to-day management and planning of the Service Desk team. Coach and support service desk operatives professionally as well as for their personal goals and objectives.• Responsible for ensuring that all incidents reported are categorized and allocated efficiently and correctly, ensuring that service-level agreements and quality standards are maintained. Ensure any incidents that cannot be resolved at the 1st level are appropriately escalated.• Manage escalated tickets by finding solutions to difficult or unusual issues that end users experience, ensuring that technology is being used to improve the business.• Analyze escalation trends in order to proactively document and respond to future issues. Train 1st and 2nd level responders to handle and support new incidents. • Manage and assess internal controls to ensure IT is operating within SOX compliancy.

The tranquil whisper of the Texas Piney Woods is interrupted by the thunder of rotor blades as menacing Apache attack helicopters depart from their base in Conroe, TX. Conroe, approximately 40 miles north of Houston, is home to the 1st Battalion - 158th Aviation Regiment, flying the AH-64D Longbow Apache

Arlington, Virginia, Us

After completion of Basic Training I attended the Signal Support Systems Specialist School where I was awarded the Distinguished Graduate Diploma. I graduating at the top of my class which consisted of 700 hours in training for the following skills:• Install, operate and maintain designated radio and data distribution systems• Provide technical assistance and training for user owned and operated automated telecommunication computer systems• Provide technical assistance and training for local area networks and routers; signal communications and support electronic equipment and satellite radio and communications equipment• Mechanical, electronic and electrical principles• Preventive maintenance proceduresOperation Iraqi Freedom, 2005-2006• Responsible for deploying and maintaining over 700 computer systems running 24/7 in rough environment during combat situations.• Designed and implemented an Unclassified Local Area Network and a Classified Local Area Network running Windows XP on an AD System throughout seven buildings. Operated and maintained a satellite based Wireless Local Area Network for soldier’s personal use.• Provided direct technical support for over 1500 soldiers, including: account and email setup, network troubleshooting, pc and printer troubleshooting, training on Information Assurance, training on Microsoft Office Professional, and provided support and troubleshooting for soldier’s personal computer systems.Republic of Korea, South Korea, 2003-2004• Responsible for maintaining over 200 computer systems running 24/7 near the DMZ separating North and South Korea during combat training exercises.• Maintained an Unclassified Local Area Network and a Classified Local Area Network running Windows XP on an AD System throughout five buildings.• Provided direct technical support for over 500 soldiers, including: account and email setup, network trouble shooting, pc and printer troubleshooting, and training on basic computer operation.

25U, Signal Support & Information Systems

Computer Science And Art (Multimedia/Web Design)