Objective

To obtain professional work experience in a IT environment while studying for IT certifications

Work of experience

April 2010 - June 2010 Confidential
Tier 2 Technical Support Representative (BPOS-D)

• Administered Sharepoint,Exchange Server 2007, Live Meeting and Office Communications Server on an enterprise-level
• Primary means of communication were email but also included Inbound and Outbound calls to domestic and international help desks, all of which required a professional demeanor
• Implemented advanced Active Directory/Powershell commands to manage archives, passwords, mail flow and permissions
• Used RDC/MSTC to connect to remote domestic/international servers
• Used Blackberry Enterprise Server to activate, modify, and troubleshoot Blackberry profiles

November 2009 - March 2010 Confidential
Tier 3 Technical Support Representative

• Entrusted with providing customers with superior assistance and troubleshooting steps for all tiers of service, including Internet, Cable, and Phone
• Assisted field technicians with initial setup of new equipment/devices on the backdrop
• Adapted to and exceed call metrics such as average call time (9 min.) and 1st call resolutions
• Demonstrated high level of proficiency with Windows 7/Vista/XP/ME and a Mac OSX
• Developed working knowledge of Windows networking diagnostic commands such as telnet, tracert, getmac and netsh
• Responsibilities included not only excellent tech support but first class billing and customer service as well
• Excelled at meeting a mandatory sales quota for new services and add-ons every month

February 2009 - Febuary 2010 Confidential Austin, TX
Internet Technical Support Representative

• Entrusted with providing expert technical support for DSL/Dial-Up connections and software via telephone, email and remote access tools for various ISPs in a dynamic high call volume environment
• Developed an understanding of DNS, LAN/WAN, ping, traceroutes, routers, hubs, cabling, and networking concepts
• Assisted in the initial setup for commercial static IP networks
• Utilized personal and classroom experience to develop a high level of proficiency with Windows/Mac OS/Linux variants
• Introduced to concepts such as VPN and VoIP when in the Work-At-Home program
• Provided first time users with initial Live/Outlook/Mac Mail/Thunderbird email setup and troubleshooting
• Responsible for accurate data entry of customer records into various databases
• Received raises due to exceptional performance with call metrics such as average call times (10min), Sales, First Call resolution, and No repeat callbacks
  

May 2008 - June 2008 ConfidentialAustin, TX
Assembly Worker (Integration)

• Unloaded empty chassis and motherboards off freight trucks
• Utilized power tools to secure motherboards and cables to chassis
• Ensured quality assurance standards before sending off to next stage of production
  

February 2008 - May 2008 ConfidentialAustin, TX
Sales Representative

• Utilized basic soldering techniques to build and repair power tool battery packs
• Demonstrated proficiency with various makes and models of watches for battery testing and replacement
• Entrusted with accurately entering commercial and business data into company database
• Provided expert customer service for all products

November 2007 - December 2007 Confidential Austin, TX 
Assembly Worker

• Assembled computer components from freight and organized for integration and production

August 2007 - November 2007 ConfidentialAustin, TX 
Hardlines

• Areas ofResponsibility included hardware, toys, and electronics section of the sales floor
• Provided empathic and knowledgeable customer service
• Processed customer purchases at cash register as needed
• Responsible for organizing and maintaining store displays
• Unloaded new products from freight into store floor
• Received raise for exceptional performance

January 2007 - March 2007 ConfidentialAustin, TX 
Helper

• Maintained and retrieved equipment for licensed plumber
• Completed other tasks as instructed

November 2006 - December 2006 Confidential Austin, TX 
Cashier

• Extensive customer service
• Operated and maintained cash registers
• Kept a high level of sanitary quality through out the store

August 2006 - November 2006Confidential Austin, TX 
[ Bus Boy]

• Responsible for sanitizing entire restaurant
• Assisted customer with seating arrangements

Education

High School Diploma

Extracurricular activities

Studying for a A+ certification, working out, keeping up with world events