Shawn Stoker

Technology Assistant

Dallas, TX

acffsb@r.postjobfree.com - 214-***-****

WORK EXPERIENCE

Technology Assistant

Jesuit College Preparatory School - Dallas, TX - February 2012 to February 2014

Desktop support for All Faculty and Staff

Imaging computers

Building and Heavy hardware repairs of machines

Laptop Support

iPad support

SMART Board software and repairs

Projectors

Microphones

Sound system and other A/V setup

Worked with Robotics team for competitions

Went back to school - 2010 to 2012

Temp contract/seasonal

Price Waterhouse Coopers/Veritix/Ultimate Staffing - February 2009 to April 2009

K-1 Tax Package Support

Best Buy - October 2008 to January 2009

seasonal)

Computer Sales

Temp Contract

Verizon Fios - Telvista - Dallas, TX - June 2008 to October 2008

Technical Phone Support for Verizon Fios Cable TV

Occasional Internet(Data) or Phone(Voice) Troubleshooting in addition to Cable TV support

Approximately 30 Inbound Callas per Day

Troubleshooting Motorola Converter Boxes

DVR Set Top Boxes

Troubleshooting Routers (D-Link, ActionTec)

Cabling of equipment setup (Coax, CAT 5)

Remote Diagnostics and Repair

CAD

vRepair

DTI

DTI Express

AIMS

other internal Vz Applications

Walked customers through setup of Video Equipment. Anything from activation of a new Set Top Box to

Trouble Shooting issues with Video problems. Such as bad picture, bad sound, DVR not recording, Pay per

View issues with ordering or viewing. Set up of Parental controls, favorites and other Menu functions, etc.

Set up Dispatch for on site techs.

Customer Service Support

AmeriPlan - Plano, TX - January 2008 to May 2008

Temp Contract)

Independently owned business for Health Discounts to those who can not afford Medical Insurance.

Customer Support Call Center in North Plano

Approximately 20-30 Inbound Calls per Day

Strong Customer Service and Research

Helping customers to find participating providers in their area

Looking up expected costs or fees after discount applied

Looking up Medications for discounted cost in Medco system

Educating Customers on the difference between Insurance and Medical Discount

Mostly dealt with Dentists, Dental Offices, Optometrists and Vision Centers. Also, Chiropractors.

Basic Ticketing and Customer Tracking Software

Help Desk Analyst

PepsiCo-Pepsi Business Support Group - Plano, TX - August 2006 to December 2007

Temp Contract)

Data Center Helpdesk at Frito-Lay Headquarters located in Plano.

Supporting Pepsi, Frito-Lay, Quaker, Tropicana and Gatorade systems.

Approximately 50 Inbound Calls per Day

SAP Purchasing system

Enterprise Transportation Management Delivery System

Identity Management System

Citrix

Novell

Credant Mobile Guardian Shield

OS/2 Mainframes

Active Directory Windows Logon

Windows performance and maintenance.

Walk-through steps to solve issues users have. If not resolved Incident Ticket created and assigned to Backline

Team for further research. Courtesy Callback to follow up on progress of tickets.

University of Texas at Dallas-Learning Resources Center - Richardson, TX - August 2003 to June 2006

Richardson TX (8/2003-6/2006)

Worked at the front desk.

Answered questions about registration, classes, tutoring, graduate school testing and prep courses, in person

or over the phone.

Helped parents with Freshman Orientation questions.

Administered exams for SAT, LSAT, TASP, THEA and other state or official University exams.

Registered or called students for Graduate prep classes

Created and designed posters, flyers and handouts for prep courses.

Created and designed signs for testing to help students locate where to take exams

Created and designed name badges and placecards for Dean of Undergraduate Studies.

Created and organized in Excel a room schedule for our courses and testing dates covering full semesters.

Organized tutors schedules for writing and math courses

Scheduled appointments for students with specific tutors or possibly locate someone outside of our office to

help.

Performed typical office duties such as filing, data entry, etc.

Temp Contract

Technical Phone Support for America Online - Garland, TX - March 2002 to May 2003

software.

Approximately 50 Inbound Calls per Day.

Connectivity. Helped customers with issues for connecting

Dial-up Troubleshooting

Internet access

Viewing web pages

Walking callers through steps to help optimize online experience

Instructions on how to use Email and online functions.

Basic instruction of how computers work.

Also, promotion of other products or services offered by America Online.

Temp Contract

Stream International - Carrollton, TX - June 2001 to February 2002

Answered incoming calls and helped home and business Dell customers with their computer problems.

Approximately 40 Inbound Calls per Day.

Hardware Technical Phone Support representative.

Documentation of call activity.

Used web to research problems.

If there was a damaged internal accessory a replacement was sent out to them.

Temp Contract

Lucent/Avaya - Addison, TX - February 2001 to June 2001

Answered inbound calls for Voicemail help-line.

Approximately 30 Inbound Calls per Day.

Helped customers use the service and set it up.

Transferred or referred to appropriate office for other questions such as billing or repairs.

Temp Contract

Microsoft(Volt) - Las Colinas, TX - June 2000 to January 2001

Answered incoming calls regarding customer problems with software applications or hardware.

Approximately 40 Inbound Calls per Day.

Determined what department they should speak to and transferred or referred them to appropriate department.

Temp Contract

Xerox-New Department - Lewisville, TX - October 1999 to May 2000

Answered calls from Marketing Reps (sometimes customers) dealing with the searching or creating of

Customer Numbers.

Approximately 20 Inbound Calls per Day.

Used RUMBA

Aspect software

USPS postal codes applications, taxing guides, and state/county/city GEO codes Online

Used Internet for research of the required tasks.

Also referred callers to other departments as the main marketing hotline default switchboard.

Temp Contract

Manpower - Dallas, TX - May 1999 to September 1999

Contacted existing and future IBM customers to verify certain contacts. If they were employed, retired, or

deceased. As well as obtaining information on existing operating systems, if they were using the IBM equipment

still, or if it had been replaced, in addition to inquiries about future needs.

Approximately 30 Outbound Calls per Day.

Contact Discovery

Used OS/2 as main operating system to input data.

Technical Support

Web America Networks - Dallas, TX - 1998 to 1999

Temp Contract)

Internet Service Provider Technical Support.

Approximately 40 Inbound Calls per Day.

Instructed customers over the phone on how to un/reinstall necessary components to run WANS Internet

software

Instructions on how to create temporary files to connect and download the software needed.

Developed better communication skills necessary to have a clear understanding from both sides.

Assistant

University of North Texas - Denton, TX - 1996 to 1998

Worked in the Registrar's office.

Filing

Data entry for student accounts.

Change of addresses and phone numbers.

Answered Student help line to assist all students regarding registration and scheduling of classes by teleserve.

Testing and helping students navigate the website and online registration process.

Delivered grade reports, drop sheets, roll sheets and other intra-campus paper works to the various

departments.

Substituted at Transcript Office doing filing, distributing, and other tasks for Transcripts

Help Desk Counter.

Called students who were overdue for payment of accounts.

Stocked catalogs and schedules of classes.

Recreation Specialist

City of Garland - Garland, TX - 1990 to 1997

Worked in office of recreation center.

Answered phone.

Answered questions about registration for activities.

Supervised center.

Basic first aid knowledge, along with CPR certification.

Monitored patrons and children.

Taught cartooning and basic art class

Weekend supervisor for several years.

EDUCATION

Visual Art/Drawing and Painting

University of North Texas - Denton, TX

ADDITIONAL INFORMATION

PROFESSIONAL SKILLS:

Five years customer service in office setting. Three of which working for the University of Texas at Dallas at

the front desk as well as test proctor for official exams. Also, organizing tutors and their work schedules. Some

positions have been more technical in nature. Overall experience is in customer service either by phone or

in person for approximately 15 years.

HARDWARE/SOFTWARE PROFICIENCY:

Helpdesk/Phone Support

Windows Xp/2k/Me/98/95

Word

Works

Publisher

Lotus

Designer and other basic or business applications.

Basic hardware knowledge.

Technical Support

America Online

Dell

IBM

Microsoft

Xerox.

Contact this candidate