R. Scott Clark

ab4oq4@r.postjobfree.com

**** ******* **

Arlington, TX 76013

817-***-****

Objective

To use my strong technical and customer service skills to provide outstanding customer

support.

Technical skills

• Computer connectivity and home networking including DSL and FTTP systems

• Installation and removal of hardware and software

• Configuration of email clients such as Outlook, Outlook express, and Thunderbird

• Remote screen sharing applications such as Go To assist

• Detailed ticket management using Remedy, Clarify, and CAD

• Advanced knowledge of Windows XP, XP Pro, and 7 operating systems

Customer Support Qualifications

• Advanced customer care

• De-escalation of customer issues

• Detailed documentation of customer ticket support

• Product education that is end user friendly

• Ownership and resolution of chronic customer care

• Multi-line phone systems

• Excellent written and verbal communication skills

• Proven team leader / player

Related professional History

11/2009- 9/2010 Pinnacle 214-***-**** Dallas, Tx

Tier II contractor for AT&T resolves advanced issues beyond Tier I scope of support

and Provides superior customer service for AT&T Uverse members.

• Frequent Dispatch Resolution Team resolving chronic issues

• Quality control for dispatched issues

• Basic and advanced trouble shooting of home networks and the AT&T backbone

• Customer service duties including sales, credits, and de-escalation of irate

customers

5/2007 – 8/2008 TelVista 1-800-***-**** Irving, Tx

TSET department ensures quality control, chronic issue resolution., appointment

management via ‘Outlook’.

• Head of supervisor escalations team (TSET)

• Performed escalated service interventions including resolution of executive

management appeals.

• Trained new TSET agents

• Advanced troubleshooting of Verizon DSL and FIOS technologies.

• Ownership and resolve of chronic service issues including residential and

commercial networking

• Detailed ticket management

7/2004 - 8/2006 Jostens Photography 972-***-**** Plano, Tx

Lead Photographer

Software

Microsoft Windows XP, XP pro, Vista, Win 7, Outlook, Outlook express, Thunderbird,

Excel, Word, Go to Assist, Remedy ticket system, CAD ticket system.

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