1. Rodney Embry
3713 Sonoma Lane Louisville, KY 40219
502) 690-2751/859-608-3491
rodneyembry@gmail.com
Summary
Worked both as a crew member and independently
Get along well withemployers and coworkers
Experienced in customer relations
Self-motivated; able to learn on own initiative
Versatile and multi-skilled person
Competent and reliable professional, committed to top quality work
Versatile and multi-skilled person
Resourceful in solving problems and maximizing resources
Enthusiastic, dependable, self-motivated
Skilled in handling the public with diplomacy and professionalism
Excellent hand and eye coordination and a safe workrecord
Demonstrated ability to adapt to new equipment & technology
Education
Sullivan College of Technology and Design Louisville, KY,
Graduate 3/17/2013
Associate of OccupationalSciences/ Computer NetworkAdministration
A+ Certification
Net+ Certification
Novell Linux SUSE Linux Enterprise 11 Certification
MAC Integration 10.7
Related Courses and Skills
Windows Server 2008R2 Infrastructure
Windows Server 2008 ActiveDirectory
Professional Experience
FordMotorCompany,Louisville,KY May2016-Present
IT Technician
Respond to service tickets and requests forlocal desktop support for assigned officesand remote desktop
support forother officesas required to meet service level agreements.
Troubleshoot and resolve hardware, software, application, network, user access, or related issues.
Ensure issues are fully documented within ticketing tool to allow seamless escalation to Tier III
Trouble shot, WAN/LAN Printjob and Personal Computer TCP/IP connectivity problems.
Use proprietary ticketing system to workincoming tickets.
Used Active Directory to set up new user, reset passwords and change permissions0
Escalate more complex problems or unresolved issues to next level of support.
Interact with networkservices, software systems engineering, and/or applications development to restore
service and/or identify and correctcore problem.
Accountable forthe successful resolution of all customer requests.
Typically requires 2 years of experience.
Working either the night shift or day shift according to the timesheet assigned. Other duties as assigned.
Tech savvy and strong understanding of computer systems as well as browsers.
Over3 years of experience workingwith customers, customers service or call center.
The role requires responding to multiple requests at one time, so having excellent time management skills
was a must.
This role was responsible for interaction with a variety of personalities.
2. They were looking forsomeone who could handle difficultor awkwardsituations that arose with
customers’.
Ability to workweekends, evenings, rotating or set days, as this was a 24x7 customer response center.
UPS, Louisville,KY40219 April 2015-May2016
SupportTechnician
Providedsupport activities in an assigned area.
Performequipment exchange and recording inventory controls, softwareinstallations and program
updates, troubleshooting and problem resolution on computer and Telecommunication systems.
Trained users on supported software and hardware with understanding of technology froma user
perspective as well as technical perspective.
Maintain Asset Inventory,Provided Helpdesk Support for all BPIend users.
Providedtimely updates to end users and updates tickets in the help desk system.
Assist users toresolve computer related problems such as inoperative hardware or software.
WAN and LAN management, router and switchconfiguration, ACL, Sonicwall& various firewalls.
Travel was required using personal vehicle to provide Technology Support for Customers and to support
Core Technology solutions, Small Package, Freight and SCS locations to supporting technology
infrastructure.
Willing to workvarious shifts, able to workfivedays per weekwith possibility of weekends as needed due
to vacationcoverage or planned weekend upgrades.
Associates Degree in Computer Science was required Bachelors preferred and A+ certificationrequired.
Proficient/Advanceskills in MicrosoftOfficeAccess,Word, Exceland Outlook.
Strong communication (both verbal and written), problem solving, and decision making skills.
Ability to workwith minimal supervision.
Highly organized and detail oriented; ability to prioritize daily tasks
Additional JobDetails: flexible hrs. to support operations
InspiritedFortKnox, KY
U.S Army HumanResourceCommandCenter January2014-May2015
DEERS SupportCenter
Tier 2 Customer Service Representative
Providedsupport to Defense Manpower Data Center (DMDC) Beneficiaries that were having problems with
DMDC services, PC, server, or mainframe applications and hardware.
Resolved or escalated problems when necessary.
Interacted with networkservices, softwaresystems engineering, and or applications development to
restore service and/or identify and correctcore problem.
Simulate or recreate user problems toresolve operating difficulties.
Analyzed and recommended system modifications to reduce user problems.
Providedcustomer servicefor an inbound contact center environment that supports hardware, software,
and network communications for Defense Manpower Datacenter {DMDC) applications.
Researched and resolved caller inquiries by utilizing established procedures, user manuals, accessing on-
line applications, or interacting with internal and external support groups.
Capable of troubleshooting hardware, softwareand communications issues by interacting with hardware
vendors.
CompucomLouisville,KY April 2013-December2013
GE North AmericaGroupAccount
HelpDesk SupportTechnician
Coordinated, diagnosed and troubleshot incoming employee calls.
Provided support services toemployees and clients with technical problems and information technology
issues involving desktop, laptop or network services fromlocal personnel or from employees utilizing
networkremote access.
Provided timely resolution of problems or escalation on behalf of the customer to the right technical
personnel.
3. Providedcase status updates to management and end-users.
Supported and maintained effectiverelationships with users.
Developed, documented, and implemented standard operating procedures and customer service guidelines
relating to remote ITsupport.
Responsible foradvising and assisting users in solving problems related to hardware, software,network
and peripherals using available technology.
The Analyst Levelworks on assignments of a moderate scope where ability to recognize deviation from
accepted practice is required.
Normally received general instructions on routine work, detailed instructions on new assignments.
Repaired systems with limited supervision.
Acted as liaison between customers and departments.
Required me to have 2-5 years of related workexperience, or AA degree, or technicaltraining or equivalent
combination of education and experience.
As an employee workingon client accountstechnician must possess A+ certification.
Call assessment Compucom
Evaluatorcomment:
Good customer service. You were polite and professional.
Agent Name: Rodney Embry
Date of Call: Oct18
Call ID:NA
Score: 95
SarcomInc. Louisville,KY40206 January 2012-December2012
NortonHospital Team
Field-ServiceSupportTechnician
Strong interpersonal skills, mature judgment and diplomacy required to interact effectively andmanage
situations with a broad spectrum of people, both individually and in groups.
Customer Service to all clients at each site; whichincludes, OfficeManagers, Physicians,MA’s and everyone
needing upgrades or assistance to perform their job proficiently.
Working knowledge of Windows 7, XP,Vista and 2000
Install Team: Team Leader of six to ten employees, Multiple Site Installer of computer equipment,
peripherals, printers and computer mounts of desktop systems in a Healthcare environment.
Survey Team: Site survey of medical officesutilizing floorplans, preliminary SOWs, and client
input. Identifying customer needs, according to upgrade standards fornew system program applications
(EPIC).
Troubleshooting: Site by site troubleshooting of installed hardware and software resolving all client
complaints Investigated and resolved software and hardware problems of computer
users; conducted hardware diagnostics; set up and configured workstations; performed viral maintenance
and cleanup; for installs, and supported hand held devices.
Followedcompany policies and procedures withrespect to all essential duties and responsibilities.
Answered in-person requests for assistance from users experiencing problems with hardware, software,
networking, and other computer-related technologies.
Interviewed user to collectinformation about problem and guide user through diagnostic procedures to
determine source of error.
Determined whether problem is caused by hardware such as workstation, networkconnectivity,printer,
cables.
Handled problem recognition, research, isolation, resolution and follow-upforroutine user problems,
referring more complex problems to supervisor or technical staff.
Configured and installed personal computers, software, and peripheral equipment.
KellyServices,Louisville,KY December2010-December2011
Picker/Packer
Inspection and packaging of shoes and clothing using scanners
Data entry of results of inspections
4. Seasonal position during holidays
YorkCompanies March2006 –July2011
ServiceDeskTechnician
Best Buy:Provided customer service repair of HP laptop computers at Geek Squad City, utilizing SLAs and
SOWs. Investigated and resolved softwareand hardware problems of computer users; conducted hardware
diagnostics; performed viral maintenance and cleanup.
Providedcomputer help desk support in person and viatelephone with end-users.
Performed diagnostics and troubleshooting of system issues, documented helpdesk tickets/resolutions,
and maintained equipment inventory lists.
Responsibilities include hardware/software/network installations of PC's,laptops and printers, help desk,
customer support and end user training, and work/purchase orders, inventory control.
InterlinkCounseling October2008-February2009
HouseMonitor:
Monitors that residents are maintaining their living quarters at a reasonably safe and
Clean standard. Made sure that all residents have properly maintained their common areas, especially the
kitchen and living room.
This was necessary so residents could enjoy the use of a clean kitchen and a cozy living room.
Monitored that residents are following the house rules including curfew hours.
Observed and reported any unusual behaviors or potential areas of conflictsbetween residents and
reported this to the Directorof Housing Services.
Monitored the proper functioning of appliances and other equipment in the home.
Monitored activitiesto assure the home is maintained adequately for the comfort,use and privacy of all
residents.
Notified Housing Director of all household repairs, assisted in scheduling appointments and provided on-
site monitoring of repair/handyman persons. Maintained inventory of all household supplies (i.e. cleaning
supplies, cooking utensils, furniture, household keys etc.…) Prepares bedrooms for all new residents
entering into Homes (i.e. clean linens, dresser drawers, bedroom cleanliness etc.…) Reviewed Tenant
Agreement withall new residents. Welcomed and introduced new tenants to all existing residents.
Attended and participated in staff meetings to provide input towards program development and staff
training.
Interacted with other internal programs, clinical/support staff and external sources such as school or
community personnel as applicable.
Communicated effectively inculturally competent and diverse consumer population and promotes
favorableinteraction with managers, co-workersand others. Performed other duties as assigned.
LaborWorks December1999-January2007
All jobs assigned up to 70 hours a week
24x7 temp agency that staffed Central and Northern Kentucky
Various assignments from hotel, restaurant, catering, warehouse, Industrial
JeffersonCommunityandTechnical College,Louisville,KY January2009-December2010
Related Courses and Skills
Foundations of Writing 1, 2
Writing 1
Psychology 1
Public Speaking
Principles of Academic Success
Introduction to Web Publishing with HTML,XHTMLand CSS
Computer Information Systems; MicrosoftOffice2007 (Word,Excel, Access, PowerPoint)
MilitaryService September1978 - Februaryt1986
United States Marine Corp
5. Warehouse Chief/ Supply Clerk
Training NCO Redeye/Stinger Missile Gunner
Accomplishments
Meritorious Mass, USMC
Dean’s List Winter Quarter 2011 SCTD
Life Skills volunteer at Interlink Counseling Center a shelter for Veterans