OBJECTIVE:

EXPERIENCE:

3/2014 - 4/2015

Industry: Computer/IT Services

Technical Support Representative

Taking incoming calls to assist users with various computer issues. Assist with password resets, and security lockouts. Assist users with password changes and updates. Provide assistance with setting up and connecting to company VPS services. Provide configuration information for various applications. Searching internal Knowledge Base to provide instructions to users for resolving various issues with desk phones, cell phones, blackberries, and business computers. Assisting with placement of various service orders and requests, to obtain required software applications and hardware needs. Provide assistance to customers with E-mail troubleshooting, configuration, recovery, and walk-throughs on how to use and setup various features. Recording, placing, and tracking trouble tickets for various network issues and outages.

12/2010 - 5/2013

Industry: Computer/IT Services

Order Manager, Sr. Analyst

Team SME (Subject Matter Expert). Processing orders for sales. Assisting customers with order tracking. Tracking and pushing orders to completion status. Scheduling activations of service. Aiding customers with information detailing what site upgrades, construction, or equipment needed. Assisting customers with service issues including but not limited to requesting technician dispatches, creating repair tickets, and reporting service outages.

9/2008 - 10/2009

Industry: Computer/IT Services

Tier 2 Technical Support Representative

Phone based support for both customers and field technicians. Assisted with installations, troubleshooting, products and service orders, as well as other duties supporting TV, Phone, & Internet service, and all provided hardware.

Inbound Technical Support call center. Provide customers and field technicians with phone, chat, and occasionally E-mail support for AT&T U-Verse TV, Internet, and VOIP Phone service. Assist with installs, including instructing field techs on wiring diagrams and network options. Assisted with configuring and updating DVR & STB to decode the digital TV service. Assisting with VOIP installation and troubleshooting. Assisting with router configurations, testing, replacement, diagnosis. Perform multiple line and service tests to diagnose/troubleshoot connection or signal issues. Set up dispatches for field technicians to perform part replacements, on site support, or field hardware replacement. Worked with various departments covering all aspects of service and support. Placing/Modifying product orders and changes to service. Applying discounts, promotions, and credits when appropriate and applicable. Keeping detailed logs of any and all contact with customers and field technicians, as well as detailed logs of any contact with other departments.

9/2005 - 8/2008

Industry: Computer/IT Services

Technical Support Representative

Supporting various software platforms on multiple accounts. Duties included, but not limited to: password resets, software installation/configuration. Troubleshooting various hardware, software, and phone issues. Creating tickets for user account creation/modification/deletion. Assisting users with limited program usage questions. Identifying issues not supported by the Help Desk and sending tickets to appropriate departments. Reporting & tracking of program & server outages, down times, and maintenance. Creating front end messages to inform customers when outages were occurring. Documenting customer issues. Creating knowledge base articles and faqs to assist other technicians with known issues. Assisting in floor training of new technicians. Supporting various account specific programs, as well as customized standard applications. Identifying issues that should be handled by 3rd party desks and providing users with appropriate contact info, as well as transferring user calls to various other support facilities. Quickly assimilating information on new supported contracts, as well as familiarizing ourselves with various newly supported applications and systems, often with little or no training/documentation. Providing limited training/usage info to users regarding various program applications.

4/2005 - 7/2005

Industry: Internet Services

Tier 3 Business Support Technician

Tier 3 Technical Support, Floor Walker. Provided new employees with assistance via Floor Walking duties. Responsible for assisting new employees acclimate themselves to business support. Assisted new employees learning tools and procedures used in supporting our business customers. Provided Tier 3 Technical Support for our business customers using our DSL service. Assisted customers with installation and configuration assistance. Assisted customers with in depth support of Hardware configuration for several brands of Westell Modems and Linksys routers. Provided basic configuration support for all other Routers and modems. Provided customers with step-by-step instructions for issues such as password resets, 3rd party E-mail program navigation & configuration, setting up sub-accounts for both E-mail and DSL service. Assisted customers with troubleshooting connectivity issues. Set up Trouble Tickets for serious connectivity issues to get field technicians dispatched out for repairs. Provided customers with status updates regarding open trouble tickets. Assisted customers with walkthroughs for various navigation and service usage issues. Provided support for software installations for multiple operating systems including Win 9X, ME, 2K, & XP, as well as various versions of MacOS including versions 8.1, 9.X, and all versions of OSX.

4/2004 - 10/2004

Industry: Restaurant/Food Services

Porter/Barback

TABC Certified. Cleaning. Take out trash. Collecting and Washing Glasses for each Bar. Stocking bars with Beer, Liquor, and Ice. Sweeping & Mopping Bars and Floors. Delivering and Tapping Kegs for Bars. Cleaning Bathrooms. Serviceing Beer Tubs. Collecting Tip-out monies for other porters and barbacks. Cleaning Mirrors and Windows. Stocking bars with fruit, straws, napkins. Moving between bars to distribute necessary items equally between bars. Reporting trouble customers to security. Assisting in removal of problematic customers from the club.

3/2003 - 3/2004

Industry: Restaurant/Food Services

Shift Supervisor

Manage other employees. Slap out pizza dough to make crusts. Prep makeline. Cutting pizzas. Sales. Cleaning and Stocking the store. Keeping accurate inventory.

5/2000 - 4/2001

Industry: Internet Services

Technical Support Rep

Telephone Helpdesk/Customer Support environment. Assisted customers via telephone with various software package issues such as software (un)installation, software and internet configuration, issue troubleshooting, product information and navigation, and software updates. Also assisted customers via E-mail support with various issues dealing with customer accounts, general product support issues, and product ordering.

8/1999 - 3/2000

Industry: Internet Services

Technical Support/Help Desk

Telephone Technical Support/Helpdesk environment. Assisted customers via telephone with various software/hardware/internet issues. Supported proprietary line of Home and Business Desktop PC’s and Laptops, and included software bundles. Assisted customers with various dial-up and broadband internet connection issues such as connectivity, software (un/re)installation, software configurations, modem/network installations, account issues, lost/forgotten password/id issues, account cancellations, new account setup, E-mail connectivity, connection optimization, and connection sharing issues.

4/1998 - 8/1999

Industry: Rental Services

Apointment Setter

Telemarketing/Appointment Setting environment. Contacted customers via outbound telephone calls to set appointments to have them tour a time-share resort for the opportunity to win a new car, or various other prizes. Assisted customers with scheduling conflicts and rescheduled appointments when necessary. Screened all persons called to ensure they met the eligibility requirements. Used “soft-selling” techniques effectively when dealing with doubtful or skeptical people to persuade them to set their appointment.

3/1997 - 5/1997

Industry: Other/Not Classified

Migration Department

Responsible for switching company computers from Macintosh to PC format. Assisted customers in transferring vital job-related files from Mac to PC. Formatted, installed, configured, and maintained new PC's for customers. Configured machines for access on NorTel's network. Provided on-site support for NorTel employees. Processed customer orders for new computers. Delivered and set up new computers at employee workstations. Provided customers with basic navigation, configuration, and maintenance instructions. Assisted customers with basic tools setup and configuration.

1/1997 - 3/1997

Industry: Internet Services

Internet Support Specalist

Temporary Contract. Assisted with migration to a new location. Handeled call overflow during peak hours of operation. Assisted with the initial machine setup and configuration at the new location.

7/1996 - 1/1997

Industry: Internet Services

Technical Support Rep

Telephone Technical Support/Helpdesk environment. Assisted customers via telephone with various software/hardware/internet issues. Supported proprietary line of Home and Business Desktop PC’s and Laptops, and included software bundles. Assisted customers with various dial-up and broadband internet connection issues such as connectivity, software (un/re)installation, software configurations, modem/network installations, account issues, lost/forgotten password/id issues, account cancellations, new account setup, E-mail connectivity, connection optimization, and connection sharing issues.

10/1995 - 7/1996

Industry: Telecommunications Services

Customer Support Specialist; Team Leader

Long Distance Telephone Reseller. Assisted customers with product information, ordering, subscription changes, cancellations, and general support issues. Assisted employees with on the floor training. Acted as on-floor supervisor for escalated calls.

EDUCATION:

8/1992 - 5/1996

High School or equivalent

Honors StudentAdvanced Course StudyDiploma with Honors

SKILLS:

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