Customer Service Technician
Resume:
Noel Daniel Averett, Jr. [pic] [pic]
**** ****** ****, *********, **
27572
*********@*****.***
IT professional and trained computer technician with demonstrated ability
to integrate communication skills, mechanical experience, and related
education to exceed technical, business, customer requirements, and overall
company goals. Professionally trained A+ and Network+ certified by
CompTIA. Committed and motivated employee focused on the success of the
team, the solutions, the company, and its values, while maintaining
individual success.
TECHNICAL SKILLS
. Windows NT4.0/2000/XP/7
. Microsoft Office
. Hardware/Software installation
. Network protocols and standards
. Microsoft networking
. Desktop systems
. Set-up users and policies
. Network implementation
. Install, configure, upgrade and troubleshoot vendor neutral systems
. Component repair
. OS Fundamentals
. Perform post installation configuration
. Troubleshooting
. TCP/IP configuration
. Preventative system maintenance and support
. Install and configure client and server operating systems
. Understanding of development, networking, security and business concepts
. Diagnosing software and hardware problems
. Salesforce
. LogMeIn123
. PCAnywhere
. Install and configure Windows Server 2003/08
TECHNICAL TRAINING AND CERTIFICATIONS
New Horizons Computer Learning Centers, Durham, NC
Current certifications: CompTIA A+ and CompTIA Network+
Additional certifications upon completion: CompTIA Security+, MCTS: Windows
7 Configuration, MCTS: Windows Server 2008 Network Infrastructure
Configuration, MCTS: Windows Server 2008 Active Directory Domain Services,
CompTIA Linux+, CCENT, and CCNA
TECHNICAL EXPERIENCE
Parata Corp., Durham, NC
August 2012 - Present
Technical Support Specialist
. Troubleshoot Parata's pharmacy automation products for major chain's
including Walgreens, Wal-Mart and Kroger
. Secure detailed information from the client to diagnose and resolve the
issues
. Confirm client account information and provide support based the
established service level agreements (SLA)
. Remote into computer to review text logs to determine what the issue is
and provide instruction on how to resolve issue
. Take machine off network and reroute product on network if needed to
provide quality support
. Ask general troubleshooting questions of client to help diagnose what the
root cause of the problem is
. Consult with senior support specialists for additional information
. Utilize Knowledge Center Support (KCS) articles to secure additional
information required to resolve client issue
. Escalate tickets to either senior tech or dispatch as necessary
. Document all issues and resolutions in a detailed and accurate manner
. Provide timely and excellent customer service, maintaining Top 5 First
Call Resolution Results
Noel Daniel Averett, Jr. Page 2
Independent IT Services, Rougemont, NC
December 2011 - August 2012
Volunteer Computer Technician/Consultant
. Troubleshoot, diagnose and repair system and network issues in home
office and small office (SOHO) environments
. Install and upgrade Windows operating systems
. Set-up and configure SOHO networks
. Virus, malware, and spyware removal
. Configure shared policies
. Install and upgrade hardware including but not limited to RAM, hard
drives and peripherals
WORK HISTORY
Averett Industrial Mechanical, Inc., Rougemont, NC
December 2009 - December 2011
Pipe Fitter Laborer
. Experienced with PVC/CPVC, copper pipe/tubing, stainless steel
pipe/tubing in size up to 6', Cobra Orbital welder and compression
fitting
. Learned to read and interpret technical drawings
. 1926 OSHA Certified
Cracker Barrel, Henderson, NC
January 2007 - September
2007
Server/Dishwasher
. Strengthened leadership skills by training new employees to perform their
work in a efficient manner in the dish room
. Handled conflicts and unexpected events with unsatisfied guests by
resolving issues in a timely and professional manner
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