DENNIS KILLMER

The Colony, Texas 75056

214.773.8824

dennismk1@dennismk1.com

https://www.linkedin.com/in/dennismk1/

 

 

INFORMATION TECHNOLOGY (IT) PROFESSIONAL

 

United States Army veteran seeking full-time employment opportunities to highlight past experience of managing of large IT staff, Service Desk Operations, and End User Support functions. Possess a comprehensive background in analyzing customer systems, software and hardware operations, network connectivity, service agreements, and help desk standard operating instructions. Experienced in new business pursuits, consolidations, transitions, and transformation of client accounts. Maintained verbal and written communication through a collaborative approach that has gained positive output, dedication, and commitment team members and senior leadership.

 

 

  • Troubleshooting
  • Customer Service
  • Call Center Triage
  • Punctual & Leadership
  • Large Enterprise Locations
  • Local and Network Printing
  • Microsoft Office Suite
  • Remote Desktop Utility
  • Wired and Wireless Network
  •  

     

    INFORMATION TECHNOLOGY TRAINING

     

    CompTIA A+ 901, CompTIA A+ 902, CompTIA Network+, CompTIA Sec+ (N10 – 007), ITIL Foundations
    Certified Ethical Hacker (CEHv10), Advanced CompTIA Sec+ Exam Prep

    Computer Hacking Forensic Investigator (CHFIv9)
    Certifications Pending – LeaderQuest Academy – Dallas, TX

     

    Management Certification Program

    Tarrant County Community College – Fort Worth, TX

     

    Computer Operations Program
    Southern Technical College – Lafayette, LA

     

    CERTIFICATIONS

     

    ITIL Foundations

     

    TECHNICAL SKILLS

     

    Software: Microsoft Office (2003, 2007, 2010, 2013, 2016)

    Access, Word, Excel, PowerPoint, OneNote, Outlook, Project, Publisher, Visio, InfoPath, SharePoint

    Operating Systems: Mac & iOS / Microsoft Windows 7, Windows 8, Windows 10

     

     

    EMPLOYMENT EXPERIENCE

     

    CoServ Electric – Corinth, TX                                                                                                                 2017 – 2018

    Help Desk Support II

    Analyzed technical challenges and developed potential resolutions while incorporating the end user’s point of view, as well as resolved username and password issues.

    ·         Maintained accountability for email configuration, OS and Application troubleshooting for 100+ users; provided mobile device support (iOS, Android, and Windows) that consisted of 50+ calls per day

    ·         Collaborated with Advanced–Level Support Staff by identifying and providing troubleshoot resolution for various hardware and software issues

    ·         Maintained 100% accountability for the company’s asset inventory that consisted of various hardware and software systems, valued more than $50K

    DENNIS KILLMER, PAGE TWO

     

    Cornerstone Automation Systems – Frisco, TX                                                                                    2015 – 2016

    IT Support Technician

    Monitored and troubleshoot 250+ employee hardware, networked peripheral devices, and network hardware products. Manager end user account, permissions, access rights, and storage allocations within Active Directory.

    ·         Installed, updated, and repaired software on organization systems, as well as troubleshoot hardware and software problems; documented and logged daily completed tasks within Cornerstone’s logbook

    ·         Supported telecommunications infrastructure and associated software by issuing 100+ workstation telephones; troubleshoot workstations and networking software, email, VPN, and Office365

    ·         Tracked and monitored daily operational performance of 200+ systems; conducted various analyses that improved performance 30%

     

    Computer Sciences Corporation – Coppell, TX                                                                                     2011 – 2015

    Associate Project Manager                                                                                                                       year – year

    Managed all client relationships and acted as mediator between clientele and the lead project manager, as well as managed all project documentations.

    ·         Created Root, Call, Analysis (RCA) Reports and developed, coordinated, and implemented all tasks related to specific projects

    ·         Supervised small project budgets that were valued at $50K or less; coordinated and set the project expectations between each product line who were involved with each project

     

    Management Team Lead                                                                                                                         year – year

    Maintained knowledge data base of technical issues affecting end users; conducted call evaluations and documented, tracked, and monitored 100+ daily support tickets to ensure accurate and timely resolution.

    ·         Evaluated ticket Quality and assisted with call support escalations; generated weekly help desk performance and metric reports

    ·         Developed knowledge articles and provided training to help desk agents, as well as monitored and maintained customer satisfaction database and provided customer feedback

     

    Computer Sciences Corporation – Coppell, TX                                                                                     2009 – 2011

    Help Desk Associate

    Answered help desk telephones for assigned accounts, as well as responded to customer inquiries to ensure customer needs were met.

    ·         Assisted 30+ daily customers in resolving technical problems by providing guidance regarding software and hardware related problems; resolved and referred complex technical problems within an escalation process

     

    BAE System Information Technology – Las Colinas, TX                                                                    2008 – 2009

    Queue Coordinator (Contract Position)

    Performed activities associated with the management of dedicated ticket queues that included prioritization of work and assignment to technical resources for resolution of end user concerns.

    ·         Monitored dedicated queues and assigned 100+ daily Priority 1 or Priority 2 tickets to appropriate resources for troubleshooting and ticket resolution

    ·         Ensured associated tickets were related to the parent ticket and proper employee follow-up was performed once incident was resolved by reviewing all at risk SLA tickets

     

    Computer Sciences Corporation – Las Colinas, TX                                                                           2005 – 2008

    Work Flow Analyst

    Prioritized, tracked, and escalated problems and installed Change Move and Surplus (ICMS) activities that ensured Service Level Agreements and Compliance Metrics were met.

    ·         Monitored and retrieved problem tickets from the queue tracking system that ensured open tickets did not surpass an hour wait

    ·         Interfaced with customers and Field Service Technicians for open ticket status updates