Robert Beardsley

*****

Casa De Campo Rd.

Peyton, Colorado 80831

719-***-****

acdt0j@r.postjobfree.com

OBJECTIVE

I expect to obtain a position where I can maximize my experience in

helpdesk, quality assurance, customer service, and a successful track

record in the helpdesk environment.

EDUCATION

. Bachelors Degree from Regis University-Computer information systems

and Networking-2001

SUMMARY OF QUALIFICATIONS

I am a results-oriented, high-energy, hands-on professional, with a

successful record of accomplishments in helpdesk operation, experience in

training, quality assurance, and customer service with focus on providing

clients with the highest quality in computer and networking issue

resolution.

Major strengths include strong leadership, excellent communication skills,

competent, strong team player, and attention to detail. I have a thorough

knowledge of current computer helpdesk practices with specific strengths in

Windows OS, Windows office products, networking issues, and hardware

trouble shooting, as well as wireless technologies, and web site

interfaces.

Excellent working knowledge of Open view service desk, and Remedy ticketing

systems.

PROFESSIONAL ACCOMPLISHMENTS

. Over Ten Years in the helpdesk and customer service arenas as an agent

and technical lead

. Successfully managed 32 agents in a Technical helpdesk in environment

. Assisted end users and technicians with hardware and software trouble

shooting and resolution

. Trouble shooting and maintenance of accounts on active directory

. Remotely installing windows applications

. Providing remote technical support for both government and private

entities.

. Troubleshooting and maintaining WAN, LAN, and Wireless networks.

. Troubleshooting Blackberry software and assisted clients in

configuring and accessing email on units

Professional Experience

January 2013-January 2014 Modis/Progressive

. Accept calls from Progressive employees and agents

. Trouble shoot network, software and hardware issues

. Access client computers and repair software issues

August 2012/January 2013 Out of work

August 2011-August 2012 Network Engineer USPS/ CIG

. Accept calls from USPS to set up printers on line

. Monitor Exchange servers for issues

. Monitor Queue for network issues

April 2011- August 2011 Customer Service/ Wow Cable and Internet

. Accept Calls from cable and internet customers

. Accept bill payment

. Trouble shoot connection issues

Out of Work Oct 2010-April 2011

Helpdesk agent and lead NYC Department of Education-Hewlett-

Packard/Volt, Colorado Springs, Colo. 2009-2010

. Accepted calls from teachers and staff of the NYC Department of

Education.

. Troubleshot and escalated software and hardware issues on

Hewlett-Packard and Dell computers as well as printers from both

manufacturers.

. Assisted clients in installing and updating printer software

. Assisted clients in management of Microsoft Outlook 2003 and

2007, including adding delegates adding address books, and

making personal folders. Clearing deleted and sent items

. Assisted clients in the management of Microsoft Excel and Word

applications and documents

Helpdesk agent and lead United States Postal Service-Hewlett-Packard/

CGS-SITEL-Volt, Colorado Springs, Colo. 2005-2009

. Successfully managed 32 helpdesk agents supporting United

States Postal Service employees

. Interacted with managers on employee hiring as well as

disciplinary actions

. Processed agent call and ticket evaluations and spoke one on one

with the agents about said evaluations.

. Maintained open dialogue with agents about critical updates to

procedures

. Intervened in disputes with customers

. Trained agents in process, best practices, and technical

expertise

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