Rachel Smith

*** * ****** **.

Boise, ID *****

Phone: 208-***-****

Email: abkxgp@r.postjobfree.com

Relevant Work History

Support Desk Agent: Teleperformance 6/2007 - 5/2008,

*/****-*******

Provide technical support for customers with Apple products as well as

supporting software. Answered calls from customers who used Microsoft OS as

well as Mac OS. Assisted customers with installing software, as well as

provided information, technical assistance, and tutorial on Apple products.

Documented all troubleshooting steps taken, and the solutions, as well as

any other actions performed on calls. Used computers with Mac OS 9 and10 as

well as related applications.

Unemployment Insurance Consultant: TALX

10/2006 - 02/2007

Provided customer service by working with clients and state agencies.

Received and prioritized unemployment claims and other unemployment related

data. Used the details regarding an employee's separation provided by the

client, interpreted and applied state laws and regulations in response to

unemployment documents. Initiated timely telephone calls, faxes or emails

to the customer to obtain, document or pass along needed information.

Documented details of client calls while on the phone, using Microsoft OS.

Ensured that work was accurate and complete, processed in a timely manner

with proper spelling and grammar.

Help Desk Agent: Zerochaos

01/2006 - 08/2006

Provided computer technical support as a contractor for EDS. Answered

calls from customers on Naval bases regarding computer technical and

network issues. Helped customers with computer software, hardware, and

network problems on a secured intranet. Troubleshot and implemented

solutions for a variety of computer problems related to Microsoft OS and

its applications. Assisted with peripheral equipment remotely, and

dispatched technicians to locations if hands on assistance was needed.

Helped customers install programs, updates, and peripherals, back up data,

update software, and provided general assistance and tutorial for using

many Windows and specialized applications. Performed network related tasks

such as resetting passwords, connecting to secure sites, and any other

problems using the secure network. Used a secure intranet connection to

remotely access computers to provide assistance. Thoroughly documented

steps taken to reach a solution using Microsoft Windows OS.

Academics

High school diploma in 2002; Mountain Home High School

Oregon State University; 2002-2003, Major in Art

University of Idaho; 2003-2004, Major in Art Education

References available on request

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