John Moore {NPower} Resume 8-2016
- 1. JOHN A. MOORE 682.221.5624 [email protected] https://www.linkedin.com/in/john-moore-34288715 SUMMARY I have an accumulative 10-15 years of combined experience in the I.T. field extending from my military service until present. As a Senior Communication systems analyst/ information technology professional for my unit, I specialized in analyzing, designing and implementing information systems; the suitability of information systems in terms of their intended outcomes; and liaise with end users, software vendors, and programmers in order to achieve these outcomes and design techniques to solve my unit (business) problems using information technology. COMPUTER SKILLS ServiceNow Ticketing System, ITIL, JavaScript, Active Directory, MS Office, Windows 7/8/10, Verizon FIOS, H.E.A.T. (I.T. Management ticketing/incident reporting system), AS400 (IBM eServer iSeries) software platform proficient, Wasp barcode scanner. CAREER PATH TeleperformanceUSA 12/2015-4/2016 Technical Support Inbound Level I Technical Support on ServiceNow ticketing system. Effective, proactive, and efficient customer guidance and troubleshooting customers concern in a fast-paced team environment, for school-age based curriculum testing (Pearson VUE) over telephony, email, and live chat. Great at complex tasking, clerical, organizational and Parkland Hospital/TekSystems 7/2015-8/2015 Helpdesk/ I.T. Integration Used H.E.A.T. (I.T. Management ticketing/incident reporting system) and desktop support in a fast-paced, highly technical and innovative hospital environment (Parkland Hospital). Communicated (written or verbal) to advised and educate less tech-savvy end users (nurses and doctors) about the E.P.I.C. and Entourage application systems on their secured Motorola phones. Also, troubleshot networked printers, label makers, monitors, etc. Half Price Books 8/2013-10/2014 Help Desk/Book sorter/Librarian Barcode scan items, provides change, balances drawer, and processes debit, credit, and cash transactions. Cataloguing and classified library resources, answered patrons enquiries using specialized computer applications. Leadership, management, control, regulation, direction IHOP 6/2013-8/2013 Associate Continual service improvement of culinary department and cuisine preparation. Customer service satisfaction, resolve, and precipitate debit card and cash transactions. Also, assisted in dining facility servicing. Home Goods 2/2012-6/2012 Merchandiser Associate Responsible for the automation, processing, and labeling of merchandise from the receiving area to the sales floor. Well-stocked items and inventory using Wasp Barcode scanner. Cashiered receipts and ensured exceptional customer service skills and product knowledge to assist customers, according to company standards. Telvista (Verizon) 2/2012-4/2012 Tier 1 Technical Support Specialist Answered high volume of inbound technical support calls for Verizon FIOS coupled with exemplary-class customer service approach providing technical support, repair, and troubleshooting testing equipment over the phone before escalating the call. Tracking progress of customer trouble tickets and log data reports.
- 2. United Parcel Service (U.P.S.) @ DFW Airport 11/2011-1/2012 Parcel Sorter Novo1 1/2010-6/2010 Customer Service Representative/Logistics Coordinator Answered high volume of nationwide inbound roadside assistance calls and communicate with tow operators to send the appropriate response for various companies (BMW, Avis/Budget, Enterprise, and Hertz). Coordinating liaison for closure of dispatch, tow service inquiries, and customer resolution satisfaction. YMCA of Greater Fort Worth 9/2006-6/2010 Fitness Instructor/Customer Service attendant Maintained accurate health screen records with attention to detail and privacy. Communicating effectively under busy and stressful conditions. Operated multi-line telephone system. Data entry membership using AS400 software system. United Parcel Service (U.P.S.) (Regal Staffing) 1/2006-8/2006 Dispatcher Data entry and logistic of trailers valued at $500,000+. Coordinated team-effort to maintain the effectiveness, efficiency, and expedient conflict resolution of service on a nationwide network in the semi-truck shipping industry. United States Army 6/2000-8/2005 Senior Communication Systems Analyst (Admin). Secured & encrypted software (data) and hardware (media) fax, Responsible for over $1Million+ worth of security equipment (radios, laptops, PC’s, secret hard drives, software, etc.) Provided secured communications such as security-key encryption and pro-active training for over 600 personnel. Implemented troubleshooting procedures to fix secured communication systems in 23 different departments; in three different countries. Provided technical assistance to over 2,500 personnel from the Communication/IT Office in Operation Iraq Freedom 2004-05. Manage and overseen complex installation and overhaul 4 projects with budgets in excess of $1M. Met on-time goals and performance benchmarks met. Honorable Discharge with a security clearance (inactive). UNIVERSITY/COLLEGE CREDIT & COURSES UNIVERSITY of TEXAS Arlington, TX 76010 1/2012-PRESENT Bachelor’s Degree in Health and Fitness Management NPOWER Fort Worth, TX 75215 6/2016-8/2016 I.T.I.L. and ServiceNow Certification Program ServiceNow Developer Administrator, configuration, design, scripting. Web technologies, manage lifecycle, ITIL, collaborative, adaptable, flexible, ASHER I.T. COLLEGE Addison, TX 75001 3/2014-1/2016 Computer and Network Technician Program VOLUNTEER ACTIVITIES Big Brother Big Sisters Arlington, TX 76010 1/2009-1/2012 Mentoring Specialist