CECIL F. CRUMP JR.
Atlanta,Georgia
Summary
Accomplished and goal-driven Senior Technical Support Professional with over 30 years of experience in diverse technical support roles, including Helpdesk, Desktop Support, and Application Support. Recognized for leveraging extensive technical knowledge to deliver exceptional customer service and effective troubleshooting solutions, consistently enhancing client satisfaction. Proven adaptability in both small user environments and large corporate settings, demonstrating leadership and initiative in supporting team members and clients. Skilled in providing strategic guidance, fostering strong client relationships, and utilizing analytical abilities to drive impactful solutions.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Desktop Field Services Advisor
National Government Services
08.2022 - 10.2025
- Daily Team Communications-Providing information to Desktop Services Team and Leadership.
- Daily Service Ticket Summary Report-Providing our support analysts daily summary of Desktop Expectation of ticket closure.
- Service Ticket/Queue Management-Monitor Desktop Field Support and IT Depot service tickets reviewing ticket documentation, evaluating Support Analyst’s ticket volume and time management.
- Escalations-Responsible for overseeing all Desktop Field Support’s customer experience and interaction, IT Support assistance, service ticket discrepancies, and inadequate customer experience.
- ITSM Customer Satisfaction/Complaints Report-When ITSM Reports Customer Complaint(s), provide detailed assessment to ITSM emphasizing lessons learned about the complaint along with steps taken to rectify problems.
- Meetings/Working Sessions-Conduct, oversee, and assist with team meetings for knowledge sharing, collaboration with other IT Support Teams and provide one on one support to our customer base.
- ITSM (Service Delivery)
- SOPs -Review, Update, and revise operating procedures and policies for Desktop Field Support and IT Depot.
- Daily Operation Procedures-Develop and collaborate to develop, implement and continual improvement of operating procedures for Desktop Field Services.
- Reporting and Data Analysis-Create and Develop Service Ticket Reporting, Daily, Weekly, Monthly, Yearly and Quarterly reporting displaying statistical view of Desktop Field Support. Created Evaluation Form to assess if our Support Analyst service ticket maintenance and overall morale.
- Service Delivery Training-Conduct group sessions or one-on-one sessions to relay expectations and prioritize our service tickets, time management and customer interactions and relations.
- Career/Personal/Leadership Development-one-on-one session to assist and provide information, publications, and articles for development.
Desktop Field Services Advisor (Contract-to-Hire)
Insight Global
03.2022 - 08.2022
- Daily Team Communications-Providing information to Desktop Services Team and Leadership.
- Daily Service Ticket Summary Report-Providing our support analysts daily summary of Desktop Expectation of ticket closure.
- Service Ticket/Queue Management-Monitor Desktop Field Support and IT Depot service tickets reviewing ticket documentation, evaluating Support Analyst’s ticket volume and time management.
- Escalations-Responsible for overseeing all Desktop Field Support’s customer experience and interaction, IT Support assistance, service ticket discrepancies, and inadequate customer experience.
- ITSM Customer Satisfaction/Complaints Report-When ITSM Reports Customer Complaint(s), provide detailed assessment to ITSM emphasizing lessons learned about the complaint along with steps taken to rectify problems.
- Meetings/Working Sessions-Conduct, oversee, and assist with team meetings for knowledge sharing, collaboration with other IT Support Teams and provide one on one support to our customer base.
- ITSM (Service Delivery)
- SOPs -Review, Update, and revise operating procedures and policies for Desktop Field Support and IT Depot.
- Daily Operation Procedures-Develop and collaborate to develop, implement and continual improvement of operating procedures for Desktop Field Services.
- Reporting and Data Analysis-Create and Develop Service Ticket Reporting, Daily, Weekly, Monthly, Yearly and Quarterly reporting displaying statistical view of Desktop Field Support. Created Evaluation Form to assess if our Support Analyst service ticket maintenance and overall morale.
- Service Delivery Training-Conduct group sessions or one-on-one sessions to relay expectations and prioritize our service tickets, time management and customer interactions and relations.
- Career/Personal/Leadership Development-one-on-one session to assist and provide information, publications, and articles for development.
Senior Service Technician
Insight
01.2021 - 03.2022
- Provided field services support to various clients assigned during a scheduled contractual period. included meeting project deadlines and support for project managers overseeing the project.
- Executive and field end user support for insurance clients with responsibilities included daily maintenance of customer incidents in service now. Maintained appropriate service level agreement (SLA) for each incident.
Technical Support Specialist
Mytek Network Solutions
07.2019 - 01.2021
- Technical Support Specialist for Managed Services Provider with duties entailing daily maintenance of customer incidents in ConnectWise Software. Maintaining prioritizing service tickets in accordance with the Service Level Agreement (SLA).
- Troubleshoot/Maintain Active Directory adding/removing users, resetting passwords, granting permissions, Webroot/Anti-Virus Products, MS Office Products, Adobe Products, Windows Server 2008/2012/2016 environment regulated support, VMware system, Continuum Application, Cisco Meraki application, Axcient application, Veeam Application, GOTO Assist Product, Windows 10 and Windows 7 Operating Systems issues, Apple Products, Lenovo Desktop and Laptop products, Dell Desktop and Laptop hardware, HP Laser and Color Printers both network and local to the environment.
Senior Information System Support Specialist
Indiana University Health
12.2014 - 02.2019
- Executive End User Support with duties including daily maintenance of customer incidents in Cherwell Software. Maintained appropriate Service Level Agreement (SLA) for each incident.
- Troubleshoot/Maintain Active Directory for continuous up time and access; Maintained a variety of software and hardware for users; supported printers on both network and local workstations.
Desktop Services Technician
Brooksource
12.2013 - 12.2014
- Executive End User Support at IU Health; responsibilities included daily maintenance of customer incidents in Cherwell Software. Maintained appropriate Service Level Agreement (SLA) for each incident.
- Troubleshoot/Maintain Active Directory for continuous up time and access; Maintained a variety of software and hardware for users; supported printers on both network and local workstations.
Desktop Services Technician
Help Partners
03.2010 - 12.2013
- Executive End User Support at IU Health; responsibilities included daily maintenance of customer incidents in Cherwell Software. Maintained appropriate Service Level Agreement (SLA) for each incident.
- Troubleshoot/Maintain Active Directory for continuous up time and access; Maintained a variety of software and hardware for users; supported printers on both network and local workstations.
Post Deployment Technician/Team Lead
Cloudblue/Help Partners
07.2010 - 05.2012
- Responsible team member for Desktop Deployment at IU Health providing upgrades and troubleshooting support for various Dell Desktop and Laptop.
- Troubleshoot/Maintain Active Directory for continuous up time and access; Maintained a variety of software and hardware for users; supported printers on both network and local workstations.
LAN/PC Support Specialist
Teksystems
03.2007 - 07.2010
- Responsibilities included daily maintenance of customer incidents in Remedy Software with follow-up. Each incident had various levels of importance in accordance with the Service Level Agreement (SLA).
- Help Desk Analyst / Technical Support
- Call Center environment with responsibilities included daily maintenance of customer incidents in Remedy Software with follow up with customers by phone; each incident had various levels of importance in accordance with the Service Level Agreement (SLA).
- Troubleshoot/Maintain Active Directory for continuous up time and access; Maintained a variety of software and hardware for users; supported printers on both network and local workstations.
Systems Specialist B
Ingersoll Rand
01.2005 - 02.2007
- Executive End User Support with responsibilities included daily maintenance of customer incidents in Remedy Software. Each incident had various levels of importance in accordance with the Service Level Agreement (SLA)
- Provided support for client’s remote site across the country with technical issues during normal business or after-hours using Windows Remote Desktop (RDP), PC Anywhere, VNC client applications.
Education
Associate of Applied Sciences - Computer Information Systems, Computer Programming
Kaplan University
Indianapolis, IndianaSkills
- Windows 10, 11, Mac OS
- Apple Products, Dell Products
- M365, 2019
- Windows Server 2012/2019
- Network Infrastructure, TCP/IP
- Juniper Routers, SonicWall, Meraki
- VMware, Citrix, VDI
- Implementing Service Delivery Solution Strategies
- Testing & Documenting all Products/Procedures
- Effective and Descriptive Communication
- Develop Agile and ITSM Needs for Customer
- Develop Organizational Goal through ITIL
- Knowledgeable in Computer Client/Server
- Analytical thinking
- Time management
- Critical thinking
- Relationship building
- Problem-solving
- Strategic planning
- Written communication
- Training and mentoring
- Conflict resolution
- Presentations and public speaking
- Decision-making
- Client engagement
- Customer service
Accomplishments
- Achieved Project Coordination by introducing Microsoft Planner for Desktop Field Services tasks.
- Supervised team of 14 IT staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 14 in the development of IT Innovation for Desktop Field Services.
Certification
- Scrum Foundations - 2023
- Green Belt Certification - 2017
- Yellow Belt Certification - 2017
- White Belt Certification -2015
- October 2019
MILITARY SERVICE
United States Navy, Religious Program Specialist (Chaplain’s Assistant), 1989-07, 1993-07, Administrative support to the Chaplain; in a team of three to provide guidance and direction for the chaplain to maintain a steady relationship with crew of a ship, sailors ashore, or Marines in peacetime or war.
Languages
English
Native or Bilingual
Timeline
Desktop Field Services Advisor
National Government Services
08.2022 - 10.2025
Desktop Field Services Advisor (Contract-to-Hire)
Insight Global
03.2022 - 08.2022
Senior Service Technician
Insight
01.2021 - 03.2022
Technical Support Specialist
Mytek Network Solutions
07.2019 - 01.2021
Senior Information System Support Specialist
Indiana University Health
12.2014 - 02.2019
Desktop Services Technician
Brooksource
12.2013 - 12.2014
Post Deployment Technician/Team Lead
Cloudblue/Help Partners
07.2010 - 05.2012
Desktop Services Technician
Help Partners
03.2010 - 12.2013
LAN/PC Support Specialist
Teksystems
03.2007 - 07.2010
Systems Specialist B
Ingersoll Rand
01.2005 - 02.2007
Associate of Applied Sciences - Computer Information Systems, Computer Programming
Kaplan University