Client Services Agent Resume Profile

Career Hardworking individual looking for a Help Desk Analyst position within Information
Objective Technology. Utilize my training and experience to provide superior production support for computer systems and associated peripheral equipment and to help your organization meet and exceed its business goals.
Skills Operating Systems: Windows XP, Windows Vista, Windows 7, Windows 8, Windows Server 2003/2008, Active Directory/Group Policy, Windows 9X, 2000, NT, Linux OS, Unix, MS-DOS, Mainframe VSE/ESA, VTAM, CICS
Networking: Networking Concepts, Cisco Hardware/Software , Cabling CAT5, Fiber , Routers, Switches, Hubs, Server Roles Active Directory , DNS, DHCP, Ping/Tracert, Telnet, Application Server Exchange, Outlook , File Server, Web Server Apache, IIS , VPN, RRAS, Wireless Networking, TCP/IP, IP Address Subnetting, Ethernet, Print Server, LAN/WAN, T1/T3 Circuits
Hardware: Desktop/Laptop PC, Printers Dot matrix, Inkjet, Laser , Print Servers, Computer Repair, Troubleshooting, Blackberry, UPS Uninterrupted Power Supply , IBM Mainframe, AS400
Software: Microsoft Office 2003/2007/2010, Microsoft Project, Microsoft Office Access 2007, Microsoft Visio, Microsoft Visual Basic 2008, Microsoft Excel, Microsoft Word, Microsoft Powerpoint, Microsoft Dynamics CRM 2011, ITSM Remedy Help Desk , Project and Change Management, Ghost imaging, Adobe Applications, Wireshark, Fluke, Lucent Technologies QIP, Microsoft Works, Crimson Editor, Notepad , HP Openview, HTTP, FTP, E-mail Microsoft Exchange/GroupWise/Outlook/Lotus Notes , LANDesk, Remote Desktop Connection, LogMeIn, Remote Desktop Connection, Norton Ghost Imaging, Acronis True Image, Lotus Notes, Encore POS, Magento Enterprise, ERP, Automated Call Distribution System, 3CX MyPhone, Citrix Receiver, Citrix XenCenter, Citrix Xenserver/Xenapp, Sharepoint 2010, Google Talk, VOIP Phone

Related Work

Confidential

Experience

Client Services Agent

Serves as first-line response for inbound customer calls/E-mails with questions/issues
Create Microsoft CRM cases for each call or E-mail request/issue
Follow-up with outbound E-mail and phone calls pertaining to customer requests/issues
Perform remote or onsite server/cloud maintenance

Confidential

Help Desk / Customer Service Representative

Serves as first-line response for inbound customer calls/E-mails with questions/concerns
Successfully handled 100 incoming Internet based customer orders/calls/E-mail requests daily from around the world
Follow-up with outbound E-mail and phone calls pertaining to customer online orders

Confidential

Tier 1 Internet Help Desk Representative

Serves as first-line response for incoming customer calls
Successfully handled 40-50 incoming customer calls daily from across the country
Consistently acknowledged for speed, accuracy to details and follow-through on troubleshooting and diagnosing customer's DSL internet data issues
Provide superior customer service and technical support

Confidential

Help Desk 3rd Level Projects

Label Printer Installation
Retail Store Customer Support Automated Call Distribution System
Perform hardware and software diagnostic procedures Remote Problem Determination/Problem Resolution
ITSM Ticket Update and Closure

Confidential

PC Technician

Customer sales and service along with Desktop and Laptop repairs
Operating Systems re-installs Windows XP, Media Center, Vista, Windows 7
PC Imaging and driver installation
File Backup/File Recovery, Virus and Spyware removal
Hard drive replacements or upgrades, memory upgrades, and power supply replacement

Confidential

Network Analyst / Network Specialist / Helpdesk Analyst / Desktop Support / Tech Support

Support 5,000 campus-wide Ethernet LAN/WAN network devices
Provide installation, configuration, documentation, and support functions hardware/software
Document procedures
Activate data jacks and ensured proper connectivity
Configure Cisco routers, switches, hubs, print servers
Train 3 Network Analysts and On-call rotation in a team environment
Manage TCP/IP addresses using proprietary software Lucent Technologies QIP
Assist contractors in installing CAT5 UTP cable, fiber optics, and CAT5 patch cables
Assist with building 20 network closets
Assist purchasing networking testing equipment and Uninterrupted Power Supply units
Install/configure PC's and printers using established proprietary software and standards
Provide end-user support for hardware software problems
Research networking topologies and current industry standards
Ethernet topology conversion upgrade wiring, purchase/install Cisco routers, switches, hubs
Installation, repair and preventative maintenance of personal computer and related systems
Install and re-install Operating Systems Windows XP, Media Center, Vista, Windows 7
Backup and Restore Hardware and Software Applications
Troubleshoot hardware/software problems along with virus and spyware removal
Hard drive, Power Supply and memory replacement and upgrade

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