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Chris Hainey

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					                                               Chris Hainey
                             5730 Loving Trail Frisco, TX 75034 214-624-8875
                                           Chris@ChrisHainey.info

Help Desk Analyst
Solutions focused professional with 9+ years experience providing rapid and client-focused technical
support to over 20,000 users. Demonstrated capacity to identify root causes and direct users to lasting
solutions. Adept at articulating complex technical concepts to users of varying technical understanding.
Well versed in a variety of common operating systems, applications and hardware with a proven ability to
master new tools and technology quickly. Outstanding interpersonal strengths.

Areas of expertise:
        Troubleshooting & Issue Resolution
        End User Training & Support
        Scheduled & Ad Hoc Maintenance
        Client Relationship Management
        Root Cause Analysis
        System Implementation
        Rapid Ticket Response Times
        Detailed Documentation
        Wireless Data Devices – Blackberry, I Phone, Windows Mobile
        Oral & Written Communication

Accomplishments
       PepsiCo: Assisted in providing onsite support for a high profile national rollout of new hardware to
        Frito-Lay route salesmen
       PepsiCo: Assisted in refining training techniques used for both the training of new helpdesk
        analysts and further education in the use and support of applications in the field to current analysts
       Service Electronics: Instrumental in building and maintaining a quality assurance program designed
        to reduce the occurrence of non-functioning parts being sent out and tracking problem parts and/or
        vendors.
       Service Electronics: Helped maintain a process database to assist with hardware support
        containing current procedures and new common issues pertaining to hardware supported.
       BancTec: Instrumental in building and maintaining a database of parts used in the Zales proprietary
        Point of Sale purchase systems
       BancTec: Promoted to 2
                                 nd
                                      level support after 4 months
                                rd
        BancTec: Promoted to 3 level support after 7 months


Professional Experience

PepsiCo, Plano, Tx                                                                 July 2005 – April 2009
Senior Help Desk Analyst/Contractor
       Provided Enterprise technical support for multiple PepsiCo divisions including Quaker, Tropicana,
        Gatorade, Frito-Lay, PepsiCo North America, Pepsi Bottling Group and PepsiCo Business
        Solutions Group
       Provided quality technical Tier 2 support to over 20,000 users averaging 30 to 50 calls per day.
        Users were both domestic and international ranging from delivery drivers to VP’s. Troubleshot
        complex customer questions and issues over the phone and/or via remote desktop utility
        (Dameware or Remote Desktop or Windows Remote Assistant). Ensured high level of quality in
        customer service in accordance to COPC standards.
       Logged cases which could not be resolved immediately and performed off-line research and
        consulted with baseline teams for resolution, worked on escalations and other open calls. Kept
        customers informed of progress.
       Utilized Peregrine ServiceCenter for call tracking and ticket creation
       KnowledgeCenter utilized for solution management and customer issue resolution
       Troubleshot, diagnosed and supported complex issues pertaining to specialized and proprietary
        internal systems and software (2000 to 4000 applications)
       Installed, configured, maintained and troubleshot application software, hardware,
        desktop/laptop/printers, associate peripherals, troubleshoot operating systems (MVS mainframe,
        Unix, Linux, Windows 2000, NT, XP, Vista), Oracle database – printing issues and error codes, and
        supported peer-to-peer and Domain Networks.
       Performed scheduled and ad hoc maintenance with a focus on downtim es and outages affecting
        production sites. Partnered with other technical areas to bring Distribution Centers/Plants back up
        with minimal production impact
       Diagnosed, troubleshot and resolved Blackberry day-to-day technical issues, connection issues,
        software and Enterprise Activation issues.
       Troubleshot, diagnosed and resolved VPN connection issues
       Acted as a mentor and trainer for new associates providing phone training, use of help desk tools,
        call procedures and protocol along with overview of company policies.
       Provided technical guidance to other associates in the resolution of customer issues
       Performed monthly statistical reporting

Jackson Hewitt Tax Services, Dallas Tx                                               Dec 2003 – April 2004
Technical Support/Contractor
       Instrumental in setting up and maintaining systems used for the processing of tax returns
       Kept up to date procedural information pertaining to the flashing of various OEM motherboards for
        replacement
       Responsible for setup and maintenance of printers used by tax preparers
       Diagnosed and repaired issues relating to the network transmission of data from satellite offices to
        the main office
       Responsible for visual and functional verification of problem parts
       Diagnosed and reordered parts as needed to repair problems
       Used remote software, both LogMeIn and GoToMyPC, to manage remote locations


Service Electronics, Dallas Tx                                                       Jan 2002 – April 2003
Technical Help Desk Rep
       Fielded incoming calls from technicians onsite relating to quality of parts sent to the field for
        warranty replacement
       Processed information pertaining to the tracking and testing of parts going out for more than the
        first time on a call
       Kept up to date procedural information pertaining to the flashing of various OEM motherboards for
        replacement
       Diagnose and reorder parts as needed to repair problems


BancTec, Dallas Tx                                                                   Aug 2000 – Nov 2001
Technical Help Desk Rep
       Fielded incoming calls from technicians onsite relating to quality of parts sent to the field for
        warranty replacement
       Kept up to date procedural information pertaining to the flashing of various OEM motherboards for
        replacement
       Diagnose and reorder parts as needed to repair problems
       Responsible for complete troubleshooting of mission critical devices in the Zales POS systems

				
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