David Guzman

Fort Worth, Texas 817-***-**** acn1kd@r.postjobfree.com

IT System Support/Help Desk

OBJECTIVE

To secure a challenging position in IT System Support/Help Desk utilizing my knowledge, experience, initiative,

and leadership skills.

SUMMARY

Highly experienced Customer Service Help Desk Support Representative with advanced troubleshooting, superior

customer service techniques. Experience with the ability to remain calm, maintain pleasant voice tone a nd use

appropriate professional language especially dealing with impatient/short -tempered and problematic customers.

WORK EXPERIENCE

SPRINT, Fort Worth, TX, July 2000- October 2014

Enhanced Wireless Technical Support II

Processed issues for both internal and external customers resulting in the resolution of over 30 calls per day.

Supported help-desk or communication coordinator for a large business account client

Technical support for various wireless devices including Apple, Blackberry, Windows Mobile, Android,

and connection cards

Supported systems such as Data Link, Machine to Machine, Static IP, Telemetry, and In Building Solutions

Part of a team that streamlined procedures for In Building Solution email box resulting in cutting d own the

time required to respond to reported outages

Handled inbound calls for Federal Government, International Roaming, Business Wireless, Data Link,

Machine to Machine, Static IP, Telemetry, and In Building Solutions

Created tickets for end user t o report issue to network engineers

Supported specific points of contact designated by large business clients.

Analyzed both routine and nonroutine problems with wireless equipment, software applications, and

network performance to identified problems root cause and recommend corrective action.

Recommends solutions to customer questions.

Handled situations which require adaptation of response or research according to unique customer

situations

Exceeded call center matrix for average handle time and customer satisfaction

ANACOMP, Grand Prairie, TX, May 1993 - July 2000

Shift Supervisor

Scheduled workload to meet deadline for the production and duplication of microfiche.

Conferred with other supervisors to coordinated operations and activities

Supervised a team of 8 microfiche technicians

Planned and established work schedules, assignments, and production goals

Motivated, developed, and directed people as they work, identifying the best people for the job

Ensured quality of documents

Package product for delivery to customers

EDUCATION

Associates Degree - Associates of Arts Tarrant County Junior College Fort Worth, TX

High School Diploma - R L Paschal High School Fort Worth, TX

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