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Technical Support Representative Resume

Frisco, TX

OBJECTIVE

To obtain a challenging position in information systems support that will allow me to use my experience and continue to build my skill set while providing opportunities for advancement.

EXPERIENCE

Confidential, Frisco, TX Technical Support Representative, Level 2 February 2009 to May 2009

  • Provided wireless phone and smart phone (PDA) technical support to customers
  • Assisted customers with billing and account issues
  • Assisted Customer Care with customer education of the technical aspect and features of their phones
  • Created trouble or system problem tickets as needed

Confidential,TX Technical Support Specialist October 2008 to December 2008

  • Provided wireless phone technical support to customers
  • Assisted customers with billing and account issues
  • Assisted Customer Care with customer education of the technical aspect and features of their phones
  • Created trouble or system problem tickets as needed

Confidential, TX Store Support Specialist May 2005 to August 2005

  • Resolved software and hardware issues at the store locations and assisted with problem solving and procedural questions
  • Monitored store backup reports and resolved backup failures
  • Handled new equipment orders and software/hardware replacement in the stores
  • Logged all incoming calls into Remedy software

Confidential,Irving, TX Customer Care Representative June 2004 to May 2005

  • Provided technical, billing and account support for customers
  • Received formal recognition for excellent customer service
  • Scheduled service calls and dealt with local branches to resolve customer issues
  • Worked as a liaison between customers and system monitoring department

Confidential, Dallas, TX Internet Broadcast Quality Control Troubleshooter August 1999 to
March 2002

  • Maintained and repaired Internet television and radio live and on demand broadcasts
  • Installed encoding software, patches and updates on both onsite and remote computers
  • Provided both hardware and software client support via phone and e-mail
  • Acted as the first point of contact for the majority of the station engineers
  • Created reports on current broadcast issues and uptime percentages that helped outline problems and correct them quickly
  • Helped Networking and Systems group solve connectivity issues
  • Worked with Radio/TV affiliates throughout the world to assist clients with bringing new stations online
  • Load balanced servers for major events such as NFL or MLB games or breaking news

Confidential, Fort Worth, TX Office Support September 1994 to July 1995

  • Provided assistance in computer operations to law office personnel during a computer system transition
  • Involved in the decision making process regarding a change to electronic case filing and increased use of e-mail
HARDWARE EXPERIENCE
  • Dell, Hewlett Packard HP and Compaq workstations and servers, Cisco routers, crossover cables, satellite receivers, sound and video cards and hubs, networking components
SOFTWARE EXPERIENCE
  • Windows XP Server and Workstation, Windows 2000 Professional Server and Workstation, Windows NT 4.0 Server and Workstation, all versions of Microsoft Office 95-XP, Remedy software, PCAnywhere, Intel LANDesk Ultralight, Telnet, Windows Media and Real Networks audio and video encoders, Homesite, Redhat Linux and DOS
EDUCATION

Currently training to be an Microsoft Certified System Engineer (MCSE)

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