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Customer Support Professional 2 Resume

Sergeant Bluff, IA

SUMMARY:

  • Technical support professional with extensive IT background.
  • Able to troubleshoot to find solutions to technical issues.
  • Skilled in Windows Operating System.
  • Offer superior technical knowledge for work in a fast - paced industry.
  • Complex IT technical knowledge and strong leadership skills.

TECHNICAL SKILLS:

  • Windows 2000
  • Windows XP
  • Windows Vista
  • Windows 7
  • Window 8
  • Window 8.1
  • Window 10
  • Linux Peppermint 5
  • Linux Mint 17.1
  • VMware
  • TeamViewer 12
  • Computer Networking
  • Computer Science
  • Computer Hardware and Troubleshooting
  • Computer Installation Troubleshooting
  • Window Phone (Nokia Lumia Model and MS Lumia Model)
  • Android Phone
  • Xbox 360 and Xbox One Live Support
  • Learning Python and JavaScript
  • Health Insurance
  • HP Products (PC, Laptops, Tablets, and Printers)

PROFESSIONAL EXPERIENCE:

Confidential, Sergeant Bluff, IA

Customer Support Professional 2

Responsibilities:

  • Tier 1 Phone Support for a Major Gaming Console.
  • Changed Tier 1 Phone Support for Health Insurance Support.
  • Provide network support and troubleshooting for customers' home networks.
  • Answer member’s questions about their health insurance which can include but is not limited to their benefits, taking monthly payments for their plan, and claims on their insurance.
  • Acted as Team Leader for a temp contract; did People Timecard, write ups, managed a team of 13 people, took support calls, and answered questions as needed.
  • Now on a new contract as an agent; sat down because there were not enough people to make enough teams to utilize all of the current Team Leaders.
  • Helped with an A-Bay with team of 15-20 people.
  • Also 1 up for floor support when Seniors are in their meeting.
  • Team Leaders have asked me to assist other agents with training i.e. networking, troubleshooting and have had Y-corder sit with when they are in training.
  • Knowledge in all line of business for our client which includes Billing, Hardware and Networking.
  • Acted as member of the pilot for the Softphone Project, helping other agents with the softphone as well.
  • Handled Sup calls and Kudos calls for other agents.
  • Employee of the Month for September for my Team.
  • Currently enrolled in the Trainer Training Academy Program.
  • On the new contract, still same leader as was on the old contract; still asked by other agents to help them out with questions and semi-help with chat support. Occasionally floor walk to help the production floor.

Confidential

IT Consultant

Responsibilities:

  • IT jobs for different major company.
  • Window XP to Window 7 re-image the OS to a new Window box.

Confidential

Customer Support Professional 1

Responsibilities:

  • Tier 1 Phone Support for a major gaming console.
  • Provided network support and troubleshooting for customer home networks.

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