PHILIP J. FIORE3117 Ridgecrest Ct, Apt 522
Norman, OK 73072
Phone (405) 310-9269
e-mail: phil@thedonfiore.com
OBJECTIVE
- To further my career and knowledge in technology support and maintenance as well as provide management and guidance to other technology workers.
QUALIFICATIONS
- 10+ years in incoming phone based customer support.
- Experience supporting all versions of MS Windows and MS Office.
- Excellent customer interaction, technical support, and customer service skills.
- Extensive experience using and supporting Linux and MaxOSX.
PROFESSIONAL EXPERIENCE
Systems Administrator
GeoTec/OnRamp Internet Services Tulsa, OK 2002-2003
- Updated and maintained crucial network systems.
- Managed and hired technical support staff and resolved escalated customer support calls.
- Repaired computers for internet customers and other clients.
Technician and Customer Support
Corkey Control Systems Tulsa, OK 2003-2005
- Developed complex algorithms and coding for patented magnetic lock systems.
- Traveled to each customer’s location to perform on site surveys for product sales and installation both overseas and in the United States.
- Handled post sales support issues and ensured customer satisfaction.
Advanced Technical Support
DecisionOne/Alorica, Inc Tulsa, OK 2005-2007
- Directly supported Sprint/Nextel customers with mobile device issues.
- Handled incoming technical support, advanced technical support, billing, and customer support calls.
- Created documentation and fixes for new issues as they arose with devices.
- Mentored support for advanced consumer and business devices.
IT Support Manager
University of Oklahoma Norman, OK 2007-2009
- Directly supported University customers with all technology issues.
- Created LAMP powered software to track and manage quality assurance for support calls.
- Lead Tier 1 Oklahoma state internet support for Onenet organization under contract with the university.
- Created and manged policies for successful customer service oriented call center environment.
IT Lab Manager University of Oklahoma Norman, OK 2009-Present - Managed entire IT computer lab services offering, including over 45 labs with 800+ computers and an average of 40 employees.
- Used Altiris and Microsoft AppV (SoftGrid) to support, create, and deploy over 200 software packages to lab computers.
- Provided Altiris support and training to other areas of OU through service agreements.
- Managed Active Directory and Group Policies for all IT lab computers.
- Interfaced with other organization to expand the service offered by IT via lab service agreements.
High School Diploma
Union High School Tulsa, OK 2001
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