Miles Comer

4727 E Warner Rd Apt 2058 / Phoenix AZ / 85044 / 806-790-4259 / milescomer@gmail.com

November 2005 to Present: IT Client Systems Analyst - Phoenix AZ - Cingular Wireless- Responsible for all desktop IT issues for all Cingular offices and stores in Arizona and New Mexico, with a team of 4 and coordinating with a help desk and project managers. Install pre-configured Partner phone system and punch down, install pre-configured Cisco router and switch, install clients using Microsoft Windows desktops, setup RIM blackberries and wireless air cards.

· Helped change provisioning process for blackberry service to get wait time shortened from 1 week to 0.

· Discovered process for setting up Xerox Scan-to-Email functionality for use with internal SMTP server.

· Established process for setup of clients with Citrix thin client accounts to reduce confusion and lower wait time.

· Completed 300+ tickets at 91% SLA for first 7 months of 2006.

· 90% rating of "Good" or better on completed ticket surveys.

· Completed clean up and reorganization of stock rooms providing for efficient storage of deployable assets, and updated asset receiving routine reducing total number of "lost" assets.

· Reduced cost of new store builds by having an accurate count of existing spare inventory.

· Worked with sales operations team to trial a project of deploying laptops showing Cingular’s new technology wireless network, this project was later picked up for nationwide deployment.

· Received On-The-Spot award in January 2005 for reducing a backlog of tickets from 150 down to 30 in 7 days time and replacing 83 computers in 22 stores in 3 weeks.

October 2004 to November 2005: IT Analyst - Lubbock TX - Cingular Wireless- Responsible for all desktop IT issues for the Cingular Wireless Customer Service Call Center, with a team of 3 and coordinating with a help desk. Install Microsoft Windows desktops, do testing of how new software or patches would affect mission critical applications, clearing space off network file shares, working with 1700+ customer service reps and managers.

· Completed 34% of all tickets to achieve 98% uptime; resolved 829 tickets to meet 98% of SLA; 90.75% good or better average on surveys.

· Identified and fixed PIN registration problem with blackberries that allowed items to be resold, generating $1,000+ in revenues as a result.

· Created process for working with email forms, and ADA software called ZoomText for visually impaired reps, my processes used by all other visually impaired reps in Cingular Wireless.

· Received On-The-Spot award in 2005 from Regional VP of CS Operations for work in developing solutions and accommodations. Published in internal newsletter for creating organization-wide solutions.

· Found security holes in publicly facing system, provided solution and implemented it. Reducing the possibility of identity theft.  On annual review "Miles partnered with local HR in providing adequate hardware and security measure…” written by manager.

· Discovered the cause of chronic space issues on network share for user files was due to a gap in the process of separated employees not being removed.  Established a schedule of removing these folders and did this work once a week, developed process and handed off to next IT Analyst when I moved on. Also through document analysis found ways to consolidate commonly used files into a common area to reduce space held by each user.  These actions resulted in these comments by my manager on yearly review: "(Brought) space on the (Users Share) from less than 5 MB free to 19.8 GB free…” and “(Established) an aggressive schedule of managing disk capacity for the 1700 users.”

June 2003 to October 2004: Customer Service Representative - Lubbock TX - Cingular Wireless- Assist Cingular customers to solve minor billing or technical problems with their cell phones.

· Earned recognition as being in the top 5% of all representatives for the final two months in the position.

October 2000 to September 2004: Student Assistant - Lubbock TX- Southwest Collections Library at Texas Tech University- Assist 90 users with operation of their computers.

· Worked closely with all users with Microsoft Office suite and Microsoft Windows products.

BBA Management Information Systems, 2003 Texas Tech University 3.2 GPA