Clifton Pointer

Experience

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  Unites States Marine Corps

  Aug 1990 - Sept 1999

  Sergeant E-5 / Electronic Engineer

  Maintained and corrected all records and databases pertaining to over $20 million in organic and calibration equipment. Supervised, managed, and trained repairmen on repair techniques and test equipment, ensuring all equipment repaired met required quality standards.Counseled and evaluated 10 – 15 repairmen on a monthly basis. Trained in electricity, electronics, digital logic, basic soldering, computer systems, and maintenance management.Experienced in troubleshooting many combinations of radio sets, terminals, and related devices using multimeters and oscilloscopes to ensure reliable service to users.Repaired, aligned, and calibrated radio equipment and secure voice systems.Requisitioned components and parts; completed repair requests and records; and maintained interconnection of equipment to provide special capabilities. Show less

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  United Electronic Services

  Sept 1999 - Aug 2002

  Field Service Technician

  Serviced point of sale equipment, printers, computers, networks and all peripherals for a major department store. Performed customer service and support over the phone or traveled to the job site for maintenance, repairs or quality assurance. Worked independent from the company by maintaining an on-call status. Maintained logs and travel expense reports.

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  JPMorgan Chase

  Sept 2002 - May 2005

  Sr Help Desk Analyst

  Logged and tracked inquiries using a problem management database and maintained history records and related problem documentation. Executed Break/Fix, Desktop Support, and Help Desk Support functions according to policy and procedure. Assist the customer in resolving complex technical problems by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate. Perform troubleshooting and repair on client assets in remote locations. Followed documented procedures and made sound business decisions. Issued VPN key fobs and administered new remote access accounts. Reset passwords for over 300 applications. Show less

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  MTM Technologies

  Jun 2005 - Aug 2009

  Help Desk Supervisor

  Manage 12+ leveraged help desk professionals, who are responsible for 24/7, 365 day support of 10,000 employees at various customer sites. Develop and maintain formal procedures for consistency and increased productivityCollaborate with senior management on training and staffing, service levels, reporting, and schedule and budget performance. Collaborate with senior management on process improvement, productivity challenges, technology infusion, and change management. Responsible for representing the company to the clients. Managed day-to-day service delivery management, interaction with the customers and quality control. Analyzed help desk performance data, and meet all customer deliverable deadlines. Ensure performance metrics are exceeded and service agreement levels are maintained.Ensure all customer requirements are being implemented and are compliant. Build a qualified help desk team through innovative hiring and training techniques Show less

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  CompuCom at AstraZeneca

  Jun 2010 - Nov 2018

  OnSite Support Service Lead

  Provide management and leadership to a team of 12 Information Technology professionals.Manage service to internal customers ensuring that service meets service level agreements.Ensure that staff is compliant with reporting, customer service and SOP requirements.Develop and maintain requirements for reporting, customer service, customer satisfactory surveys and standard operating proceduresPlan, administer, innovate and continuously improve service quality, service levels and services offered.Understand and interpret customer requirements and goals in order to match them to AstraZeneca’s capability to deliver.Meet with clients and departments to analyze functional needs and deploy services.Manage escalation and ad hoc requests.Act as escalation point for all client issues. Show less

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  Computacenter US

  Nov 2018 - now

  Service Manager