Dexter Price

**** **** ****** ************, ********, 41051 859-***-**** E-mail acvuvw@r.postjobfree.com

Summary

Eighteen years of Computer Technology experience along with nine years of Help Desk Experience and A+ Certification. Management Experience.

Employment

July 2013 - Present Staples Florence, KY

Senior Level Customer Technical Support for the Matrix Team

Managing a team of 40-50 agents, ensuring work flow is being managed efficiently, responding to customer service issues with stores, and managerial reporting.

Provide technical support to customers and Level 1 technicians at Staples Matrix Center, through phone, chat, email, and verbal support.

Provide training for newly hired employees, including preparing PowerPoint, and instructional materials.

Selected for the “Senior on Duty” pilot program then trained six senior agents to perform management duties.

Perform quality assurance audits on agents' work.

Support retail stores by completing technical services remotely on a wide range of customer computers.

Troubleshoot escalations from Level 1 technicians.

Nov 2010 - June 2013 Cengage Learning Independence, KY

Customer Technical Support

Provided Tier 2 & 3 telephone, chat, email support and instruction to external and internal customers on the use of Cengage Learning educational software.

Utilized JIRA and Confluence. Communicated software issues through JIRA and worked with Tier 4 Engineers.

Utilized Customer Relationship Case Management System.

Provided Remote Support to Teaching Professionals with installing Network based Cengage Learning software. Use WebEx and Join.Me Remote Software.

May 2007- Oct 2010 Cincinnati Bell Technology Cincinnati, OH

NOC Technician

Provided phone computer technical and Cisco network support for customers of Cincinnati Bell technology Solutions on a rotating shift.

2002- May 2007 Siemens Mason, OH

Help Desk Technician

Provide backup phone computer support to the Morgan Stanley Account and other accounts at Siemens as needed.

Provide remote assistance as part of the RAS team.

Provide assistance for blackberry users.

Utilized JIRA ticketing system.

2000- 2001 Hyster Mideast Cincinnati, OH

Help Desk Technician

Troubleshoot, repair, and answer problem calls for the Hyster Mideast companies across the United States also in local office.

Assist in the repair of network problems with computers and printers.

Provided repair assistance to remote locations.

1999-2000 ProLine Computers Cincinnati, OH

Computer Support Technician

Worked with networks, building, setting up, diagnosing, and repairing of computers and printers.

Performed on-site and in store repair of computers for business and local hospitals.

1998 -1999 Pomeroy Computer Resources Hebron, KY

Computer Deskside Support Technician

Provided Services to the following companies through Pomeroy:

Western and Southern Life Insurance

Cincinnati, Ohio

A+ Certified, IBM Certified on desktop computers and HP printers.

Created and maintained working drive images for each of the various divisions in the company. These images were used during the deployment of 700 new IBM 300Pl desktops.

Provided follow-up support for software and networking issues in a Windows 95 environment.

Troubleshoot, diagnose, and repair of computers and printers.

Cincinnati Bell Telephone

Cincinnati, Ohio

ADSL Installation Technician

Installed the Asymmetrical Digital Subscriber Line (ADSL) service in subscriber’s homes and businesses.

Education

Computer Technology - Kentucky State University Frankfort, KY

High School Diploma - Central High School Louisville, KY

Skills

Customer Service, Network and Management Experience, Proficient in Microsoft Office, Remote Session Software, and Windows OS.

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