Larry McCollum
Gods_forgivn@hotmail.com

1102 W 1870 N

Lehi, UT 84043

(801) 310-3640

 

Experience

 

Unisys Technical Services - Salt Lake City, UT                                                                                        August 2010 – Present
Level 1 Help Desk / Level 2 Help Desk (Acting Supervisor)

·         Administer remote software pushes

·         Troubleshoot software installation issues

·         Blackberry Enterprise Server

·         Administer users in Active Directory

·         VPN client setup and troubleshooting

·         RSA/Entrust authentication issues

·         Checkpoint’s Endpoint Security

·         Administer user in Citrix

·         Work with internal/external teams to track down issues and resolve them

·         MS Office troubleshooting & how-to’s

·         MobileIron mobile email configuration/administration

·         Quickly identify, report, and assist in diagnosing the cause of major outages

·         Supervise the call floor (e.g. long call times, breaks/lunches, various workloads)

·         Assist Level 1 agents with troubleshooting/diagnosis

·         Coach Level 1 agents (i.e. advise issues, suggest improvements, recognize positive change)

·         Perform live call monitoring’s

 

CoreLogic - Sandy, UT                                                                                                                               May 2008 – July 2010
Quality Assurance

·         Assist Real Estate Agents in completing Broker’s Price Opinions

·         Discuss/Negotiate issues, including payment for extra work

·         Research/analyze real estate listings and transactions various areas nationwide

·         Ensure the quality standards of the company and various clients are met

·         Answer questions and provide guidance to other agents to maintain high quality standards

 

Fondell Woodwork - Lehi, UT                                                                                                            January 2007 – April 2008
Assembly

·         Assemble custom cabinets

·         Ensure quality workmanship

·         Prepare cabinets for shipping

·         Coordinate with other departments to meet project deadlines

·         Contribute to overall efficiency by communicating problems, concerns, and ideas with co-workers and management

 

Harland Printing Co. - Salt Lake City, UT                                                                                              April 2006 – January 2007
Customer Service Representative

·         Upsell checks and checking products

·         Correct printing errors in previous orders

·         Ensure overall customer satisfaction

Convergys - Salt Lake City, UT                                                                                                             March 2005 – April 2006

Customer Service Representative

·         Assist customers in troubleshooting their DirecTV systems

·         Explain how to install a DirecTV system, and incorporate it into existing Home Theater System

·         Answer billing questions

 

Best Buy - Las Vegas, NV                                                                                                                             June 2004 – March 2005
Product Process Team

·         Receive shipments

·         Organize inventory

·         Restock merchandise

·         Conduct price audits

·         Update displays and prices for weekly advertising

 

ClientLogic - Las Vegas, NV                                                                                                                            June 2004 – March 2005
Subject Matter Expert (SME)

·         Answer escalated phone calls in place of supervisors

·         Offer guidance to Customer Service Representatives regarding billing and troubleshooting issues

·         Ensure company’s talk time and call handling procedures are followed

·         Assist the supervisor at duty desk in identifying call trends, or wide spread system issues

 

McDonalds - Midvale, UT                                                                                                                                     June 2001 – June 2004
Shift Manager

·         Manage 4 – 15 employees

·         Ensure McDonald’s standards and practices are met

·         Perform food safety tests

·         Count cash drawers and prepare bank deposits

 

United States Postal Service - Salt Lake City, UT                                                                            October 2001 – March 2003
Data Encoder

·         Data entry (e.g. encode address data not automatically recognized)

 

Skills

·         Comptia A+ certified

·         Proficient understanding of Microsoft OS and Office

·         Proficient understanding of Active Directory

·         Exposure to Linux / UNIX based systems

·         Strong understanding of Networking TCP/IP, Routing, and Switching.

·         Network Security technologies including Firewalls, IPS, IDS, and AV

·         Experience supervising employees, meeting QA standards, and fostering teamwork

 

Education

Bachelor of Science, Information Security Systems (Incomplete)                                                                                          2003 – 2005
ITT Technical Institute