IT Support Technician/Customer Service Resume Silver Spring, MD - Hire IT People

TECHNICAL SKILLS:

Software: MSOffice (03, 07, 10), Windows XP, Vista, and 7, Windows DOS, Server 2003, Server 2008, MS Outlook, UNIX, Norton Ghost, Net Restore, Active Directory, PeopleSoft, SharePoint, VMware, Windows Easy Transfer, VPN Client, Altiris Server, Quest, and MAC experience

Hardware: Troubleshooting, diagnosing and repairing Tier 1 and 2 PC issues, installing and configuring software and hardware, troubleshooting networks, setting up P2P LAN.

WORK EXPERIENCE:

Confidential, Silver Spring, MD

IT Support Technician/Customer Service

Provide exemplary customer service support for merchants, VIP clients and dealerships. Assist with simple batch settlement requests, i.e. confirming batch status via the network and walking the merchant through the appropriate re - submission steps.
Maintain an active relationship with the dealerships and the Confidential sales team to receive and disseminate inquiries to the appropriate ML departments.
Process credit card recovery requests (one card, multiple or full day) and instruct on how to re-enter transactions into client’s system.
Install and configure software applications such as MS Office, Acrobat and Antivirus.
Establish new client reporting accounts, reset passwords and add or remove users per request.

Confidential, Alexandria, VA

IT Tech/Help Desk Tier 1

Resolve requests for technical support, prioritizing as needed.
Efficiently troubleshoot issues and escalate as needed.
Support and manage new computer setup including imaging
Install and configure software applications such as MS Office, Acrobat and Antivirus.
Assist in training teachers on systems and applications as needed.
Perform Level one support of networking software and protocols such as VPN, TCP/IP,DNS,DHCP Exchange and Active Directory.

Confidential, Washington, Dc

Call Center Supervisor

Supervise and direct activities of workers providing telephone customer support services.
Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
Assist with Mangers on schedules and with filling call-offs as needed
Communicate effectively with customers to inform them of the features, benefits, and use of all products and services.
Promotes a fair and positive work environment to increase employee retention by enforcing employee recognition programs, ensures employees have proper equipment and training, provides open communication with employees

Confidential, Cheverly, MD

Switchboard Operator

Operate switchboard with high volume of calls in a professional and efficient manner
Operate hospital PA system for paging, making announcements, etc
Direct visitors and patients who need assistance

Confidential , Washington, DC

Visitor Service Representative

Facilitated tours for visitors throughout the facility
Lectured patrons about various artifacts
Responded to visitors’ concerns or questions in a friendly manner regarding displays

Confidential, Washington, DC

Deputy Clerk, Summer

Escorted juveniles to their respective probation officers
Managed phone calls and forwarded messages to appropriate staff member
Supervised three interns’ work and delegated tasks to them
Delivered important documents to the judges

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It Support Technician/customer Service Resume

Silver Spring, MD

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