Phillip Haney

1022 Waterford Court • Clarksville, TN • 37040

CELL (931) 216-7677 • E-MAIL phillip.haney1.ctr@mail.mil

 

 

OBJECTIVEPosition as Tier II Help Desk Technician who will utilize personal and work-related skills to provide professional, courteous, and timely service to customers as well as assist the team and management with projects.

PROFILEMCTS, MCP, CompTIA A+, and CompTIA Security+ certified professional, with proven help desk experience in providing customers with technical support.

Excellent interpersonal skills, a team player who recognizes the importance of good communication and rapport, and is able to bridge technical gaps between users in order to amicably express clear ideas or instructions.

Excellent grammatical and analytical problem-solving skills, ensuring that information is requested and released correctly whenever a troubleshooting step is taken in order to accurately diagnose and resolve issues.

Experienced in BMC Remedy incident management, trained in BMC Remedy software including a recent course for the newest Remedy version 8.1.

Experienced in Windows operating systems, several years working with various versions of MS Windows and corresponding MS Office software.

 

Active Secret Clearance, granted in 2014.

 

 

EDUCATIONMicrosoft Certified Technology Specialist (MCTS), 2015

&Microsoft Certified Professional (MCP), 2015

CREDENTIALSDell Desktops, Notebooks, Ruggedized, Printers, and Dispatch, 2015

CompTIA A+, 2014

CompTIA Security+, 2013

 

Bachelor of Business Administration

Including classes in computer science and programming

Austin Peay State University, Clarksville, TN 37042

Graduated 2007

 

 

 

KEY SKILLSTechnical Troubleshooting     Problem Diagnosis            Customer Service

Phone & Online Support     System Remediation         Complaint Handling      

Hardware Configuration     Software Installation        Teamwork

 

 

EXPERIENCECordev Inc. - Fort Campbell, KY

Tier 1 Help Desk, March 2014 - Present

Routinely handle calls, e-mails, and tickets tracked by Remedy incident management software. Work with Tier II technicians and provide detailed descriptions of issues when escalation is necessary.

Diagnose and troubleshoot a range of hardware, software, and connectivity issues at the enterprise level for Ft. Campbell NIPR and SIPR networks, excelling in asking probing questions, analyzing problems, and following up with users to promote customer satisfaction with the company.

FSI Inc. - Fort Campbell, KY

Medical Records Technician, July 2009 - February 2013

Provided front desk support at Blanchfield Army Community Hospital, Lapointe Health Clinic, and TMC 5 Aviation Clinic while using interpersonal skills to patiently assist customers over the phone, online, and in person.

Manually in-processed thousands of active duty personnel who were arriving to their new duty station at Fort Campbell, ensuring their patient information was entered correctly and in compliance with HIPAA standards.

 

1022 Waterford Court • Clarksville, TN • 37040 • CELL (931) 216-7677 • E-MAIL phillip.haney1.ctr@mail.mil