System Support Specialist

ANTHONY B. HARRIS
1809 WEST RUNDBERG LANE
APARTMENT #221
AUSTIN, TEXAS 78758
512.417.8963
EMAIL:ABHTONE@SBCGLOBAL.NET
SUMMARY
I.T. support professional with 9 years experience working on-site with clients providing technical support on operation or maintenance of PC hardware and software. Strong ability to analyze and solve complex technical problems. Proven track record of maintaining advanced knowledge of operating systems, PC technology, hardware components and applications. Excellent customer service and communication skills. Demonstrated ability to gather pertinent information to understand issues and communicate clearly appropriate solutions in non-technical terms. Proven ability to maintain positive contact with peers and cross-functional partners.
PROFESSIONAL EXPERIENCE
DELL INC., Austin, TX 1993-2007
Inspiron Portable-Dimension Early Life Support Technical Specialist (2001-2007)
Provided technical support to Dell customers, resolving their technical issues, and provide best in class customer experience. Provide thorough case documentation used by Dell Engineering and Microsoft to identify defects and product improvements to avoid future support call excursions.

•Consistently go beyond Dell Technical Support scope for product improvement to identify possible support call driving issues.
•Audited 100-150 Desktop and Portable call logs per day, as part of the L2 Audit Team.
•Participated in Dell internal forums, wiki, and in weekly meetings with analysts and engineering to clarify findings as well as share undocumented fixes and best practices.

Project accomplishments include:
Online Email Auto Response Team Project December 2003 to March 2004
Worked as both a data miner and technical writer/reviewer, creating 15 new categories for Auto Responses. Reviewed 25 categories for accuracy, recommending changes for improvement. Created 15 new categories for Auto Responses and reviewed all 200 PK macros in the Portables database. Reviewed 25 categories for accuracy and recommended changes to improve them, which resulting in an increase in the hit rate by almost 5% within four month period.

Encore 1.0 User Acceptance Testing Project October 2006
Identified as many issues/problems as possible allowing corrections to be made prior to official launch of the IDD tool. As part of the Austin team, identified 30-50 defects and provided feedback to the Deployment Team, resulting in a defect-free launch. Certificate of Excellence granted on March 7, 2007.

DELL INC. (continued)
Online Email Technical Support Specialist (1996-2001)
Provided worldwide assistance to Dell customers via email transmittal to resolve technical issues. Furnished assistance with project initiatives in providing online documents for the Dell Support website to assist customers with hardware and software problems. Provided assistance with project initiative for escalated issues which were sent via written format to the Office of the Chief Executive Officer. Participated in testing new online support features for Dell website.
Consumer Technical Support Senior Technician (1993-1996)
Provided technical support by responding to customer correspondence via telecommunications, e-mail transmittals, or stamped letters regarding technical problems concerning installed hardware and software. Provided fee-based and non-fee based software support for Dell factory installed software, peer to peer networking for Windows for Workgroups 3.11 and windows 95 operating systems. Maintained a positive and effective interaction with other Dell Direct divisions regarding problem solving for customer issues. Participated in the Dell Direct Profitability Project which entailed spare parts sales to Dell customers. Provided assistance to ACD telephone technicians for Dell Direct Technical Support, assisting team members with problem solving issues. Member team with successfully rolled out Operating System Recovery within Dell Direct departments.

Prior 1990, I held various I.T. positions of increasing responsibilities. Experience is available on request.
EDUCATION AND CERTIFICATIONS
CompTIA A+ Certified Professional
Microcomputer Technology Institute. Houston, Texas
Diploma, Ross Sterling High School, Houston Independent School District
TRAINING

•Support of Dimension, Optiplex, and XPS Desktop model systems
•Support of Inspiron, Latitude, XPS Portables model systems
•Support of Wireless, Peer to Peer, and Client Server networking
•Support of Dell Inkjet and Wireless printer models
•Support of troubleshooting (handle in place) 3rd Party PC Hardware, such as PDA’s, and Printers
•Support of Microsoft Windows 95, 98, 98SE, ME, NT 4.0, 2000, XP, and Vista Operating Systems
•Support of DellConnect 2.0 Remote Assistance software (based on Citrix Go To Assist). The DellConnect program gives Dell Support representatives the ability to control your computer for troubleshooting purposes. Utilizing this tool, support representatives can analyze the configuration of your system, view and edit your files and registry, view and comment on your screen.
•Support of troubleshooting (handle in place best effort) 3rd Party software such as Microsoft Office XP 2002, 2003, and 2007