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Resume for Dennis Killmer
DENNIS KILLMER
5005 Brandenburg Lane
The Colony, Texas 75056
(214) 773-8824
Email dennismk1@dennismk1.net
Website www.dennismk1.com
Click here for a Short CSC BIO


SUMMARY

Energetic, self starter and dedicated computer systems field engineer with extensive background on major customer accounts, customer software and hardware installation, and post-sales support. Expertise in analyzing customer systems, software and hardware, operating procedures, network connectivity, service agreements, and help desk standard operating instructions. Leadership and management skills in Project Management and technical documentation on all major customer accounts. Specific strengths include:

•Microsoft Windows
•Microsoft Office Suite
•Microsoft TCP/IP
•Remote Dial Up
•Novell
•IPS/SPX
•Microsoft Front Page
•Microsoft Outlook XP


PROFESSIONAL EXPERIENCE


COMPUTER SCIENCES CORPORATION, Coppell, Texas, Help Desk Representative, 2009 – Present
•Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
•Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems.
•Resolves and/or refers more complex technical problems through a defined escalation process.
•Performs follow up with customers to ensure that their inquiries are resolved within the contracted or agreed upon timeframe.
•Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation. Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately


BAE SYSTEMS INFORMATION TECHNOLOGY, The Colony Colinas, Texas, Queue Coordinator 2008 – 2009
Transitioned to BAE Systems Information Technology in July of 2008, due to contract expiration with Computer Sciences Corporation. The Queue Coordinator (QC) is responsible for assigning all tickets to the appropriate technicians. Once assigned, the QC monitors all tickets to ensure customer satisfaction and Service Level Agreements are met. The QC is the escalation point for all tickets, including the first person notified of all major outages. The QC should be able to work independently with minimal direct supervision. Additional duties include:
•Review the E&IS Daily Ticket report.
•Review any Priority 1 or 2 tickets still unresolved.
•Review all At Risk of SLA tickets.
•Create Site Specific Reports.
•Reassign tickets of any technician that is out for the day.
•Attend the site Daily Service Review (DSR).
•Monitoring of the Queues.
•Monitor queue for incident tickets classified as “Desktop Software.”
•Assign immediately and contact the assigned technician.
•Audit tickets that have missed SLA.
•Audit resolved tickets.

COMPUTER SCIENCES CORPORATION - Las Colinas, Texas, Member Technical Staff Work Flow Analyst 2005 - 2008
•Responsible for prioritizing, tracking and escalating Problems and/or Install Change Move and Surplus (ICMS) activities to ensure that Service Level Agreements and Compliance Metrics are met.
•Also monitors and retrieves problem tickets from the queue tracking system and opens for assignment no later than every hour. Interfaces with the customer for status updates as often as possible, communicates with each Field Services Technician, via pager or telephone or other means, concerning tickets, appointments, escalations, etc.

Member Technical Staff – Work Flow Analyst 2003 - 2005
•Provide technical support for hardware or software by resolving problems, recreating problems, troubleshooting and escalating problems as needed.
•Provide Remote Networking Access via SercueID with radius server and Telnet to ace server.

LOCKHEED MARTIN ENTERPRISE INFORMATION SYSTEMS Fort Worth, Texas, Computer Systems Analyst 2002 – 2003. Transitioned to Lockheed Martin EIS in November, due to contract expiration with computer Sciences Corporation.
•Created five (5) Technical Documents for Standard Operating Instructions in a 3 month period.
•Revised the (SOE) format for better understanding of the Technical Documents.
•Implemented the Change Control Board process into the department.


COMPUTER SCIENCES CORPORATION, Fort Worth, Texas, Senior Member Technical Staff – Desktop Field Engineering 1996 – 2002.
Responsible for designing computer information systems, modifying systems to improve production or workflow, or expanding systems to serve new purposes.
•Using Computer Sciences Corporation’s Service Delivery Excellent Program and best practices, created high-level Desktop Test and Configuration manuals and Desktop Refresh Plan.
•Established core Operation Systems configuration with process and procedures and contractual agreement to make a solid structured environment.
•Trained transitioned employees on the use of the new Microsoft Applications and Windows Operating Systems and core Standard Operating Environment.
•Reviewed resumes and recommended employees for staffing at client locations.
•Helpful in developing the Standard Operation Environment (SOE) process with all of Computer Sciences Corporation nationwide.

MICROSOFT CORPORATION, Irving, Texas, Customer Service Representative, 1995 – 1996.
Responsible for answering the phone and screening the customer for Product ID numbers, special or select agreements, billing of credit cards and writing certain contracts for customers prior to sending the customer to a service engineer for product support for all the Microsoft products including Windows 95.
• A top seller of the Select Service Agreements for Microsoft technical support

EDUCATION


Washington State High School Moses Lake, WA
Diploma
1976

Los Angeles Community College Los Angeles, CA
European Education Program
1978

Southern Technical College Lafayette, LA
Computer Operations
1983-1985

Tarrant County College Fort Worth, TX
Management Certification Program
2000

Foley-Belsaw Institute Kansas City, MO
Professional Locksmith
2007

Ashworth College Norcross, GA
Computer Information – Web Design Certification Program
2010 – Present


REFERENCES:
Available upon request