veterans resume rev.
- 1. Rodney Embry 3713 Sonoma Lane Louisville, KY 40219 502) 690-2751/859-608-3491 rodneyembry@gmail.com Summary Worked both as a crew member and independently Get along well withemployers and coworkers Experienced in customer relations Self-motivated; able to learn on own initiative Versatile and multi-skilled person Competent and reliable professional, committed to top quality work Versatile and multi-skilled person Resourceful in solving problems and maximizing resources Enthusiastic, dependable, self-motivated Skilled in handling the public with diplomacy and professionalism Excellent hand and eye coordination and a safe workrecord Demonstrated ability to adapt to new equipment & technology Education Sullivan College of Technology and Design Louisville, KY, Graduate 3/17/2013 Associate of OccupationalSciences/ Computer NetworkAdministration A+ Certification Net+ Certification Novell Linux SUSE Linux Enterprise 11 Certification MAC Integration 10.7 Related Courses and Skills Windows Server 2008R2 Infrastructure Windows Server 2008 ActiveDirectory Professional Experience FordMotorCompany,Louisville,KY May2016-Present IT Technician Respond to service tickets and requests forlocal desktop support for assigned officesand remote desktop support forother officesas required to meet service level agreements. Troubleshoot and resolve hardware, software, application, network, user access, or related issues. Ensure issues are fully documented within ticketing tool to allow seamless escalation to Tier III Trouble shot, WAN/LAN Printjob and Personal Computer TCP/IP connectivity problems. Use proprietary ticketing system to workincoming tickets. Used Active Directory to set up new user, reset passwords and change permissions0 Escalate more complex problems or unresolved issues to next level of support. Interact with networkservices, software systems engineering, and/or applications development to restore service and/or identify and correctcore problem. Accountable forthe successful resolution of all customer requests. Typically requires 2 years of experience. Working either the night shift or day shift according to the timesheet assigned. Other duties as assigned. Tech savvy and strong understanding of computer systems as well as browsers. Over3 years of experience workingwith customers, customers service or call center. The role requires responding to multiple requests at one time, so having excellent time management skills was a must. This role was responsible for interaction with a variety of personalities.
- 2. They were looking forsomeone who could handle difficultor awkwardsituations that arose with customers’. Ability to workweekends, evenings, rotating or set days, as this was a 24x7 customer response center. UPS, Louisville,KY40219 April 2015-May2016 SupportTechnician Providedsupport activities in an assigned area. Performequipment exchange and recording inventory controls, softwareinstallations and program updates, troubleshooting and problem resolution on computer and Telecommunication systems. Trained users on supported software and hardware with understanding of technology froma user perspective as well as technical perspective. Maintain Asset Inventory,Provided Helpdesk Support for all BPIend users. Providedtimely updates to end users and updates tickets in the help desk system. Assist users toresolve computer related problems such as inoperative hardware or software. WAN and LAN management, router and switchconfiguration, ACL, Sonicwall& various firewalls. Travel was required using personal vehicle to provide Technology Support for Customers and to support Core Technology solutions, Small Package, Freight and SCS locations to supporting technology infrastructure. Willing to workvarious shifts, able to workfivedays per weekwith possibility of weekends as needed due to vacationcoverage or planned weekend upgrades. Associates Degree in Computer Science was required Bachelors preferred and A+ certificationrequired. Proficient/Advanceskills in MicrosoftOfficeAccess,Word, Exceland Outlook. Strong communication (both verbal and written), problem solving, and decision making skills. Ability to workwith minimal supervision. Highly organized and detail oriented; ability to prioritize daily tasks Additional JobDetails: flexible hrs. to support operations InspiritedFortKnox, KY U.S Army HumanResourceCommandCenter January2014-May2015 DEERS SupportCenter Tier 2 Customer Service Representative Providedsupport to Defense Manpower Data Center (DMDC) Beneficiaries that were having problems with DMDC services, PC, server, or mainframe applications and hardware. Resolved or escalated problems when necessary. Interacted with networkservices, softwaresystems engineering, and or applications development to restore service and/or identify and correctcore problem. Simulate or recreate user problems toresolve operating difficulties. Analyzed and recommended system modifications to reduce user problems. Providedcustomer servicefor an inbound contact center environment that supports hardware, software, and network communications for Defense Manpower Datacenter {DMDC) applications. Researched and resolved caller inquiries by utilizing established procedures, user manuals, accessing on- line applications, or interacting with internal and external support groups. Capable of troubleshooting hardware, softwareand communications issues by interacting with hardware vendors. CompucomLouisville,KY April 2013-December2013 GE North AmericaGroupAccount HelpDesk SupportTechnician Coordinated, diagnosed and troubleshot incoming employee calls. Provided support services toemployees and clients with technical problems and information technology issues involving desktop, laptop or network services fromlocal personnel or from employees utilizing networkremote access. Provided timely resolution of problems or escalation on behalf of the customer to the right technical personnel.
- 3. Providedcase status updates to management and end-users. Supported and maintained effectiverelationships with users. Developed, documented, and implemented standard operating procedures and customer service guidelines relating to remote ITsupport. Responsible foradvising and assisting users in solving problems related to hardware, software,network and peripherals using available technology. The Analyst Levelworks on assignments of a moderate scope where ability to recognize deviation from accepted practice is required. Normally received general instructions on routine work, detailed instructions on new assignments. Repaired systems with limited supervision. Acted as liaison between customers and departments. Required me to have 2-5 years of related workexperience, or AA degree, or technicaltraining or equivalent combination of education and experience. As an employee workingon client accountstechnician must possess A+ certification. Call assessment Compucom Evaluatorcomment: Good customer service. You were polite and professional. Agent Name: Rodney Embry Date of Call: Oct18 Call ID:NA Score: 95 SarcomInc. Louisville,KY40206 January 2012-December2012 NortonHospital Team Field-ServiceSupportTechnician Strong interpersonal skills, mature judgment and diplomacy required to interact effectively andmanage situations with a broad spectrum of people, both individually and in groups. Customer Service to all clients at each site; whichincludes, OfficeManagers, Physicians,MA’s and everyone needing upgrades or assistance to perform their job proficiently. Working knowledge of Windows 7, XP,Vista and 2000 Install Team: Team Leader of six to ten employees, Multiple Site Installer of computer equipment, peripherals, printers and computer mounts of desktop systems in a Healthcare environment. Survey Team: Site survey of medical officesutilizing floorplans, preliminary SOWs, and client input. Identifying customer needs, according to upgrade standards fornew system program applications (EPIC). Troubleshooting: Site by site troubleshooting of installed hardware and software resolving all client complaints Investigated and resolved software and hardware problems of computer users; conducted hardware diagnostics; set up and configured workstations; performed viral maintenance and cleanup; for installs, and supported hand held devices. Followedcompany policies and procedures withrespect to all essential duties and responsibilities. Answered in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interviewed user to collectinformation about problem and guide user through diagnostic procedures to determine source of error. Determined whether problem is caused by hardware such as workstation, networkconnectivity,printer, cables. Handled problem recognition, research, isolation, resolution and follow-upforroutine user problems, referring more complex problems to supervisor or technical staff. Configured and installed personal computers, software, and peripheral equipment. KellyServices,Louisville,KY December2010-December2011 Picker/Packer Inspection and packaging of shoes and clothing using scanners Data entry of results of inspections
- 4. Seasonal position during holidays YorkCompanies March2006 –July2011 ServiceDeskTechnician Best Buy:Provided customer service repair of HP laptop computers at Geek Squad City, utilizing SLAs and SOWs. Investigated and resolved softwareand hardware problems of computer users; conducted hardware diagnostics; performed viral maintenance and cleanup. Providedcomputer help desk support in person and viatelephone with end-users. Performed diagnostics and troubleshooting of system issues, documented helpdesk tickets/resolutions, and maintained equipment inventory lists. Responsibilities include hardware/software/network installations of PC's,laptops and printers, help desk, customer support and end user training, and work/purchase orders, inventory control. InterlinkCounseling October2008-February2009 HouseMonitor: Monitors that residents are maintaining their living quarters at a reasonably safe and Clean standard. Made sure that all residents have properly maintained their common areas, especially the kitchen and living room. This was necessary so residents could enjoy the use of a clean kitchen and a cozy living room. Monitored that residents are following the house rules including curfew hours. Observed and reported any unusual behaviors or potential areas of conflictsbetween residents and reported this to the Directorof Housing Services. Monitored the proper functioning of appliances and other equipment in the home. Monitored activitiesto assure the home is maintained adequately for the comfort,use and privacy of all residents. Notified Housing Director of all household repairs, assisted in scheduling appointments and provided on- site monitoring of repair/handyman persons. Maintained inventory of all household supplies (i.e. cleaning supplies, cooking utensils, furniture, household keys etc.…) Prepares bedrooms for all new residents entering into Homes (i.e. clean linens, dresser drawers, bedroom cleanliness etc.…) Reviewed Tenant Agreement withall new residents. Welcomed and introduced new tenants to all existing residents. Attended and participated in staff meetings to provide input towards program development and staff training. Interacted with other internal programs, clinical/support staff and external sources such as school or community personnel as applicable. Communicated effectively inculturally competent and diverse consumer population and promotes favorableinteraction with managers, co-workersand others. Performed other duties as assigned. LaborWorks December1999-January2007 All jobs assigned up to 70 hours a week 24x7 temp agency that staffed Central and Northern Kentucky Various assignments from hotel, restaurant, catering, warehouse, Industrial JeffersonCommunityandTechnical College,Louisville,KY January2009-December2010 Related Courses and Skills Foundations of Writing 1, 2 Writing 1 Psychology 1 Public Speaking Principles of Academic Success Introduction to Web Publishing with HTML,XHTMLand CSS Computer Information Systems; MicrosoftOffice2007 (Word,Excel, Access, PowerPoint) MilitaryService September1978 - Februaryt1986 United States Marine Corp
- 5. Warehouse Chief/ Supply Clerk Training NCO Redeye/Stinger Missile Gunner Accomplishments Meritorious Mass, USMC Dean’s List Winter Quarter 2011 SCTD Life Skills volunteer at Interlink Counseling Center a shelter for Veterans