Howard K. Email & Phone Number

Atlanta North Metro

Formerly Peak 10 + ViaWest

Atlanta North Metro

IT Contractor with expertise in x86 based device repair, installation and maintenance. Repair and supported ancillary devices. Excellent softskills and customer management.Field Nation ID: 99282

Alpharetta, Ga

• Responsible for post-sales customer support issues while delivering the highest level of response to clients in the Mission Critical Datacenter Care environment.• Collect and analyze pertinent information from the customer submissions, gather problem logs, document the problem, create an action plan and provide a solution.• Performing hardware failure analysis and provide post incident reports as well as identification of network, host or operating system issues.• Partner actively with Level 2 engineers.• Maintain high level of customer satisfaction by clarifying the customers’ needs and ensuring that they are met.• Handle support issues promptly and appropriately, escalate issues according to established procedures.• Accurate documentation of problem, solution and publishing new findings for peers.• Ability to articulate clearly, recommend and explain resolutions /clients.• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.

Greater Atlanta Area

Remotely support technicians in the Retail/POS enterprise. Responsible for updating processes, reporting and evaluating suspected irregularities in process or parts, reporting on critical or ongoing calls, qualifying third party technicians to handle trouble calls and developing technical database. Oversee daily trouble reporting to management and act as a level 3 internal support asset. Drastically reduced repeat calls and lost time due to incorrect action plans and repair processes.

Sandy Springs, Ga

Supported IBM field personnel with repair processes, procedures, parts and limited software support. Additional duties included review and correction of Knowledgebase System information and flows, data mining internal databases not in use at facility, creation and oversight of support technical database. Received IBM Means Service Award for outstanding support.- Refreshed and expanded support database, creating tips on newer technologies developed from multiple sources. Received Team Award for achievement.- Increased employee knowledge of existing and new technologies by developing and presenting classes to fellow technicians. Taught targeted classes to the call screening division, as well as serving as team liaison on several accounts. Received Team Awards for this achievement.- Saved over a million dollars on parts by recommending changes in parts usage and offering suggestions to higher level support regarding parts usage savings and substitute parts, demonstrating that using component parts saved money on several devices.- Qualifications include:• Excellent soft skills, thorough training in customer relations• RISC/6000 and AS/400 field support• Netfinity and other branded servers support• Desktop/Laptop• Retail/Point of Sale and associated equipment• Dell laptops, desktops, servers and racks

Sandy Springs, Ga

Supported IBM’s Retail customers by performing remote problem determination, creating a plan of action and suggesting appropriate parts. Responsible for two accounts at facility level acting as a liaison for help desk and project management.

Dothan, Al

Supported IBM’s Retail customers by performing onsite problem determination, creating a plan of action and performing appropriate repair actions. Accounted for parts, equipment and assisted other representatives.

Vint Hill Farms, Va

Depot level electronics cryptographic maintenance and installation in support of encrypted TS and secure communications infrastructure (32FG2/29FN3). Held TS/SCI clearance.

Associate'S Degree, Electrical, Electronic And Communications Engineering Technology/Technician, 3.0

Activities and Societies: Remote student at Fort Lewis, Washington branch.Electronics

Physics

Activities and Societies: Lambda Chi Alpha FraternityPhysics major

High School Diploma, Science And Mathematics

Activities and Societies: Georgia Boys State, Football letterman, basketball, Physics Club, FBLA