Customer Service Data Entry
Resume:
WILLIAM MICHAEL HESLAR
EL CAJON, CALIFORNIA 92020
619-***-**** (HOME)
619-***-**** (CELL)
**************@*****.***
OBJECTIVE
To become the best employee in any company. To provide IT, Administrative or Technical Support for any department
SUMMARY
I feel that my extensive customer service experience, my advance technical knowledge, and my “can-do” attitude would be a benefit to any company. I have a good “listening ear” and feel empathy with all customers. I am a self-starter and have enough experience to suggest positive changes and offer good suggestions.
I pay close attention to detail. I give more than is asked. I am self-motivated. I am mature and levelheaded. All are traits that would be beneficial to a call center, an IT department, a Help Desk. I have an interim Secret Clearance
WORK HISTORY
Help Desk Technician, Oakland Consulting Group/NMCSD (US Navy Contractor)
Tom Cirillo; 619-***-****
04/2009 to 4/30/2010 (40 Hrs Per wk)
Monitor Server functions and Network services
Give Technical/Computer assistance over the phone
Use Active Directory to reset passwords
Use REMEDY software to report issues, Set up printer repair, and aid clients in getting computer tools necessary
Aid in collecting backup media and keep track of backups completed on servers
Other Customer service related duties
Other Help Desk duties as assigned (to include assistance with Remote Access, VPN and Citrix.
Desktop Support Assistant/Deployment Tech, TAC Worldwide (Contractor)
Sylvia Guerrero;
11/2008 to 01/2009 (40 Hrs Per Wk)
(1)Deploy HP Computers. Load software remotely. Migrate data. Load Act databases. Setup new computer and decommission old computer. Offer tech support to users.
(2)Using TCP/IP, Networking and PC repair/deployment knowledge, assist in the deployment of Dell Computers to their Client, The Veteran’s Administration.
Complete internet based work order after each computer deployed.
Participate in Quality Assurance of computers completed by other Techs (now ended).
IT Assistant/Asset Management Assistant, the Computer Merchant/Sempra
HR 800-***-****
4/2008 to 6/2008 (Contract was ended) (40 Hrs per Wk))
• Kept inventory of Computer, Printer and PDA assets up to date by visiting sites to scan assets utilizing PDA to house data.
• Kept up to date listing of items missed and accounting for any items not found (utilizing MS Excel spreadsheets).
• Sending emails, making phone calls to ascertain information about missing item.
Technical Support Specialist II Time Warner Cable (Employee, Non-Government)
10450 Pacific Center Ct, San Diego, CA 92121:: Cindy Sada: HR 800-***-**** code 11589
8/2007 to 3/2008 (40 Hrs Per wk)
• Assist customers with Cable TV questions
• Provide Technical support for 500000 customers in a call center environment
• Technical knowledge of CATV and other technologies used by TWC
• Give First level support for Roadrunner ISP and Home Phone Customers
IT Assistant/Support team for Help Desk Spherion/Cardinal Hlth 2/2007 - 3/2007
(40 Hrs per wk) (Contractor)
4650 La Jolla Village Drive, San Diego,CA 92121
Assisted in patching Servers and other devices with the Daylight Savings Patch using RAS, PC Anywhere and Direct Dial
• Assisted Technical Service Center by answering Technical calls. Typed information into a ticket that was forwarded to TSC agents. Used CRM.
Help Desk Analyst (Tier 1) Zero Chaos/EDS 1/2006 – 1/2007 (40 Hrs per Wk)(Contractor—NMCI)
Remotely administered the NMCI (about 600000 user’s world wide) by utilizing Active Directory, RAS, Tivoli, Citrix and Direct Dial.
• Answer Technical questions directly called in to the call center. Typed a Help Desk Ticket, using Remedy, to document all problems
• Utilized knowledge of infrastructure, network topography and Windows 2000 to help users to correct their computer issues
• Utilized RAS to connect to Laptops, Servers, Blackberry and other devices to troubleshoot problems
• Reset Passwords, checked network connectivity, and gave general directions to help users to connect to the network
• Created and updated assigned Remedy tickets
• Set up, created and updated printer/scanner repair tickets
• Created and updated Computer repair tickets
Data Entry Clerk Remedy Temps/Sony (Temp Employee) (40 Hrs per wk)
7333 Claremont Mesa Blvd., San Diego, CA 92111
9/2005 – 12/2005
• Updated customer information on Sony Computer Repair orders
• Unpacked and repacked computers
• Set up computers for repair
Transportation Coordinator/Records Clerk Volt Temps/THDS (Temp Emp) (40 Hrs per wk)
7490 Opportunity Rd., San Diego, CA 92111;
1/2005 – 8/2005
• Data entry. Compliance reports utilizing CP Screen.net
• Telephone and email contact with DC representatives concerning Driver compliance
• Telephone and email contact with Choice point. Reporting Driver Checks to DC’s
• Updating and maintaining points given to drivers.
• Updating, adding and maintaining Driver Statistics listing used by Corporate Transportation personnel
• Use Excel Spreadsheets and Access to run Oracle Queries to obtain route information. Update and change route status using Oracle Queries
General Administrative/Clerical positions Temp Companies (Temp Emp)
10/2004-1/2005
• Various General Clerical positions. File Clerk, Data Entry Clerk, Mail Clerk, Admin Asst., Office Asst.
Office Assistant/Receptionist Idanta Partners (Employee, Non Govt) (40 Hrs per wk) ; Supervisor: Anita Colme; Phone: 858-***-****.
3/2004 - 10/2004
12526 High Bluff Drive, San Diego, CA 92130
• Sorted/distributed mail and messages
• GUY FRIDAY for owner of business
• Made travel reservations and rental car reservations for Business Owner
• Filing, typing and other clerical duties
• Assisted with computer networking issues
Administrative Assistant Laidlaw Transit, In (40 Hrs per wk)
10/2000 – 3/2004: Supervisor: Dee Garnett 619-***-****
800 Fessler St., El Cajon, CA 92020
• Admin Asst for Training and Safety Manager
• Helped with Set up of company computers
• Set up and maintained a Peer to Peer network
• Entered and tabulated mileage and hours from driver’s manifests
• Keeping, updating, cataloging and filing of Driver’s Medical, Drug Test, and Credential paperwork. Upkeep of the corporate web active statistics in order to update Laidlaw corporate on the status of our drivers’ credentials and medical exams
• Data Entry of accident information into Corp accident reporting system
• Phone operator. Answer general phone and forward calls to other staff members in Driver Development and Safety Dept. Customer service, which includes talking to management, drivers, road supervisors, clients, prospective employees, Insurance adjusters, and general people calling from the outside
EDUCATION
• Microskills, LLC; A+, N+ and MCP Certifications
• Some college classes taken at SDSU, SD City College and National University
• NY Regents High School Diploma, 1977, Ward Melville H.S, East Setauket, NY
SKILLS
• Desktop Support, Computer deployment, Help Desk Agent, MS Word, MS Excel, Ms PowerPoint, MS FrontPage, Pc Repair (Advanced skills, Alpha numeric and Alphabetic filing, Message filing, Mid-Level Data Entry (Order taking and General Data Entry), Scanning of Documents, Mail Sorting (by hand and Pitney Bowes Machine), and 10 Key by sight. Type 42 WPM
CERTIFICATIONS: A+ (2000, Took REFRESHER COURSE 2008), N+ (2001, Took REFRESHER COURSE 2008), MCP (2001).
USMC/USN from 1977 to 1985. Logistics Clerk/Chaplain’s Assistant. Honorable Discharge
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