Peter Dover Email & Phone Number

Kentucky, United States

Colorado Springs, Colorado, United States

Colorado Springs, Colorado

- On-site and remote technical support of company connectivity issues, including networking application support and virus removal, as well as providing information in ticketing systems for issues found and resolved.- Software Upgrades/Hardware Installations- Maintained Active Directory accounts and password resets.- Performed service desk administration for the entire Quality department ticketing system support customer questions regarding company products.- Technologies supported include basic PC maintenance software (anti-malware, updates, firewalls), to Active Directory systems support for a medium size business.

Colorado Springs, Colorado Area

- Acted as a liaison between clients and customers, ranging from medium size businesses to fortune 500 companies, on incident issues while maintaining the integrity of our level of service.- Triaged incident service requests by inbound and outbound phone calls, emails, or web portal as a point of contact.- Identified and assigned the incident to the appropriate severity level, category, priority, team, and engineer.- Managed the lifecycle of the incident until resolution.- Made use of the appropriate information provided by the software and database systems to build problem resolution skills, and maximize the quality of support and the timeliness with which it is provided to customers.- Identified and incorporated conflict resolution techniques to maintain the highest level of customer satisfaction.- Strong relationship management by fostering a collaborative nature and acted as a technical adviser to customers.- Clear, concise, and persuasive communication style adapted for multiple audiences, plus proactive listening skills.- Able to work independently and part of a team, bringing in experts when needed.

Colorado Springs, Colorado Area

• Responsible for providing customers with a hundred percent customer service excellence.• High customer approval rating.• Maintained high dependability, accountability, and reliability.

Colorado Springs, Colorado Area

• Responsible for providing customers with a hundred percent customer service excellence.• High customer approval rating.• Maintained high dependability, and reliability.

Colorado Springs, Colorado Area

• Operated and maintained voice and data field communications equipment, in a reliable and secure environment, ensuring classified communication was not intercepted.• Trained and mentored 40 staff members on Database and Project Management, Documentation, E-mail Services, and Microsoft Office applications to ensure critical tasks were performed without supervision.• Maintained 100% accountability of all assigned equipment, valued at more than $100 thousand, through regular inventories, routine maintenance, and updated chain of custody forms. All assigned equipment provided important functions for day to day activities.

Bachelor’S Degree, Information Technology -- Cybersecurity

• Developed the knowledge and skills to examine and take measures against hacking, spam, worms, malware and computer viruses through cyber.

Information Technology

Taking certification courses for: ITIL, CompTIA A+, CompTIA Network +, CompTIA Security +, EC Council Certified Network Defender, EC.

High School

Activities and Societies: Participated in the school's Protective Services Academy studying law enforcement, emergency medical technician.