Helpdesk Support Tier 1 / Service Coordinator Resume San Antonio, TX - Hire IT People

OBJECTIVE:

To gain experience in the professional world so that I may further my opportunities for career growth

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, San Antonio, TX

Helpdesk Support Tier 1 / Service Coordinator

Responsibilities:

Performed over the phone troubleshooting for a multitude of issues, including email issues, printer issues, and server - related problems
Did some scripting work using C++ and some BASIC, plus created simple batch files for various troubleshooting calls
Knowledgeable in a ticketing system called Connectwise, similar to the Remedy ticketing system funneled tasks to other Techs, including scheduling on-site visits, helpdesk calls, or creating tickets for in-shop work

Confidential, San Antonio, TX

Technical Support Representative - Tier 1

Responsibilities:

Performed over the phone troubleshooting for video and internet problems
Worked on various floor projects dealing with specialized issues, and email cases
Helped techs manage their time and coached them on metrics that they needed to improve on
Set up labs to simulate potential issues that we would be faced with, and taught agents efficient troubleshooting procedures to fix them, or to eliminate potential issues quickly
Worked on various projects including Email Response, Caller Surveys, Flagging frequents callers for a more focused troubleshooting effort
Worked on a special project team which was set up to change how we approached the troubleshooting/customer service aspect of our calls. Only top agents were selected for this trial.
Worked as a Subject Matter Expert helping to manage the floor including managing agents on long calls, helping agents to troubleshoot issues, and taking Supervisor calls when necessary

Computer Technician

Confidential, San Antonio, TX

Responsibilities:

Provided Technical Support for personal computer issues, including installing new hardware, new software, and diagnosing PC issues
Computer Repair including Laptops, Desktops, and small printers
Did PC consulting for building PCs, or locating hardware to build PC

Confidential, San Antonio, TX

Customer Service Representative

Responsibilities:

Handling incoming calls in a timely manner
Provide consistent, high quality customer service
Provide accurate directory assistance, directions, and movie information to customers

Confidential, El Paso, TX

Volunteer PC Tech

Responsibilities:

Confidential, El Paso, TX

Sales Representative

Responsibilities:

Received calls and trained in the use of a catalog program
Placed 2nd on average in optional sales in call group
Received a perfect score in knowledge & understanding of the catalog program and call script