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Technical Support Representative, virginia Beach, Va Resume

SUMMARY:

  • Hardworking; highly motivated individual with over 10 years of computer networking experience in the field of Information Technology.
  • I’m confident that Confidential ’s skills, work ethic, and altruism would be of great benefit to his future employer.
  • 10 years of working experience in all aspects of computer repair, software installation, computer networking, and administration.
  • Provides quality customer service while maintaining service level agreements (SLA’s) for clients internally and externally.
  • Ability to work effectively both as a team member, and independently to solve complex computer related problems.
  • Maintaining productivity while working on multiple projects with critical deadlines to give return on investment (ROI) back to any employer.
  • Excellent verbal, written and listening skills.

CORE COMPETENCIES:

  • Network Solution
  • Microsoft Windows OS Software Trainer
  • SDLC Microsoft
  • Office Suite Client Satisfaction
  • Problem Resolution Macintosh OS X Call Center/Call Matrix

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Representative, Virginia Beach, VA

Responsibilities:

  • Work with end users remotely via incident tracker, chat, phone and remote desktop to resolve issues and answer questions in a timely, professional and effective manner
  • Support installation, configuration and trouble shooting of desktops and peripherals
  • Support configuration and trouble shooting of workgroup and domain networks
  • Support installation, configuration and trouble shooting of network printers, broadband ISP connections, and Confidential Service applications.
  • Document incidents thoroughly and accurately
  • Communicate to supervisors on high - impact problems
  • Handle multiple incidents at one time

Confidential

Technical Support, Chesapeake, VA

Responsibilities:

  • Answered inbound calls from various companies, and documented all incoming calls using GSS ticketing software to update and close call logs.
  • Assisted external users with configuring Microsoft Internet Explorer, Mozilla Firefox for certificate download, and used WebEx remote management for further troubleshooting assessments for hardware and software support.
  • Expedited trouble tickets more technical in nature to proper tier groups, and ensured all calls were being handled to the satisfaction of company standards.
  • Assisted external users with Windows Operating Systems, Microsoft Office Suites, and used remote management for VPN connections, internal intranet websites, Internet connections, hardware and software support.

Confidential

Customer Service Rep, Norfolk, VA

Responsibilities:

  • Assisted customers with various issues in relation to their personal accounts ranging from phone lines, Confidential High Speed Internet, Direct Television, and Fios.
  • Adjusted and handled credits, claims, and billing disputes.
  • Handled customer calls by transferring to the correct departments in a courteous manner.

Confidential

Internship/Bryant & Stratton College, Virginia Beach, VA

Responsibilities:

  • Developed and maintained an Internet presence for the company using Adobe Dreamweaver, and created interoffice company documents for marketing, sales, and church related functions.
  • Assisted manager with daily task of store operations, and answered incoming calls pertaining to customer appointments.
  • Maintained company PC by installing system updates, software upgrades, and adding hardware.

Confidential

Technical Support, Virginia Beach, VA

Responsibilities:

  • Answered inbound calls from various pharmaceutical representatives, district managers and regional managers; documented all incoming calls using Clarify ticketing software to update and close call logs.
  • Assisted external users with Windows Operating Systems, Microsoft Office Suites, and used remote management for VPN connections, internal intranet websites, Internet connections, hardware and software support.
  • Expedited trouble tickets more technical in nature to proper tier groups, and ensured all calls were being handled to the satisfaction of company standards.

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