Customer Service Agent Resume

SUMMARY:

I am providing over 15 years of IT experience in customer service, personal computer, small to mid - sized local area network support, technical writing, business information systems, web design, problem solving and project management experience.
I am familiar with MS-DOS, all Microsoft Windows operating systems, Linux, SQL Server, SharePoint Server and Microsoft Outlook and most Microsoft software in general.
I have knowledge of computer assembling, setup and installation, as well as various peripherals, including imaging and file backup.
My experience is coupled with customer service, technical writing and project management as it pertains to the design and deployment of IT solutions.

EMPLOYMENT HISTORY:

Confidential

Customer Service Agent

Responsibilities:

I have been providing technical support and IT consulting for various small to midsized businesses with LAN and web support.
My clients usually operate in a Windows server environment with Windows Vista and Windows 7 clients.
I have done some policy and technical writing as well for these clients.

Confidential, Dallas, TX

Tier 2 UVERSE Agent

Responsibilities:

Our duties included customer video equipment troubleshooting, scheduling and general assistance with Confidential & Confidential home entertainment systems, wireless support and field installation technicians.
This technical support included support of personal computers, laptops, home routers and their connection to the Confidential & Confidential WAN, this support for UVERSE also included managing, updating and upgrading client records and accounts.
I was later promoted from strict tier 2 phone support to a Social Media Support Team that operated via email and phones and our duties also included the writing of technical articles and user interface improvements for customers and engineers as they related to UVERSE.
We developed several in house software applications to track extreme cases that were not solvable through normal means and each case needed documentation for technical and layman.

Confidential, Dallas, TX

Customer Service Agent

Responsibilities:

Duties included customer video equipment troubleshooting, scheduling and general assistance with Confidential home entertainment systems.
Technical support includes support of Set top boxes, home routers and Optical Network Terminals.
By the end of the first 6 months of the contract our entire team met all key performance marks and was promoted to tier 2 and management positions.

Confidential, Redmond, WA

Computer Lab Test Engineer

Responsibilities:

This job included installing, configuring and debugging break-fixes, during the course of the operating system development lifecycle.
The job required knowledge and implementation of LAN, WAN and computer hardware skills on a daily bases.
Oral and written communication via email, live meeting and presentation was required for the interpretation of break-fixes and the explanation of projects conducted by the Windows core operations teams.

Confidential, Fort Worth, TX

Technology Services Coordinator

Responsibilities:

Primary responsibility was the documentation and reporting of Managed Group Policy Objects for Windows 2000 and 2003 Active Directory and Novel Confidential
Managed Computer and Printer Objects for Windows 2000 and 2003 and Novel Confidential .
Technical writing projects included diagramming these software objects and their related business applications within the company.
The team performed problem determination and solutions for computer server and network elements, as well as maintaining file and print sharing and security resources for multiple networks.

Confidential, Jacksonville, FL

Field Service Technician

Responsibilities:

Designed, installed and maintained small to medium sized Windows 2000 and 2003 networks for small businesses.
Managed and maintained multiple customer networks remotely using N-Able remote monitoring software.
I performed problem determination and solutions for computer server and network elements.

Confidential, Fort Worth, TX

Technical Support Lead

Responsibilities:

Our team maintained files, print sharing and security resources for multiple networks.
We performed problem determination and solutions for computer server and network elements across the country.
We also designed, developed and documented the entire tier 1 -3 technical support procedures for the company.
The team also provided level 1 -3 Technical Support for over 2000 vendors and field engineers supporting enterprise level hardware.