Customer Service Representative

Cell Phone: 410-***-****

Email: ***********@*****.***

Alvin G. McCray II

Profile:

I am able to efficiently analyze and cater to the specific needs of

any particular issue. My professional and charming demeanor is

an asset I use to build brand loyalty. I have acquired valuable

experience in all facets of troubleshooting, installations, and

maintenance for various desktop operations, hardware, and

software. I possess a unique talent for delivering highly complex

technical information into terms and concepts that the end users

can readily grasp. Furthermore, I am multi-task oriented, enjoy a

challenge, and continually stay abreast of the latest

advancements in the IT field.

Skills Summary:

•Account Management

•Technical Support

•Proficient in Microsoft Windows 7, Office Suite, and Internet Applications

•Displays Appropriate Assertiveness

•Possess an enthusiastic personality and foster a positive work environment

•Excellent communication abilities in both group and one-on-one settings,

comfortable in formal and informal public speaking situations.

•Strong technical and analytical skills

•Skilled in delivering complex technical information to a novice user

Education:

High School Diploma

Oakland Mills High School, Columbia, MD

Wesley College 2000-2002

Business Administration

Dover, DE

Professional Development

Administering and Maintaining Windows 7 – Completed 8/2/2013

Network + Certification (In-progress)

Computer Software

Windows XP

Windows 7

Microsoft Office Suite 2007/2010

Active Directory

Group Policy

Exchange Management Console

Wordpress

VOIP

Remedy

Footprints

Mobile Devices

Manage Engine’s Service Desk plus

M6- Soft Switch

Experience:

The Center for Organizational Excellence

Rockville, MD

January 2013 – Presently Employed - IT Help Desk Specialist

As an IT Specialist I am responsible for providing support for our internal staff with any technical

issues they may have, in addition to the following:

• Install, Configure, and maintenance end user work stations, network printers /

copiers.

• Develop and maintain IT policies; Asset Management

• Maintain software and hardware inventory

• Assist the System Admin with backup and recovery software

• Assist in the maintenance of valid licensing for company software and

hardware

• Provide training and technical support for users with varying levels of IT

knowledge and competence Assist in the creation of user accounts, access

permissions and passwords for internal and external clients

• Respond to requests for technical assistance in person, via phone or

electronically.

• Diagnose and resolve technical hardware and software issues

• Research questions using available information resources

• Advise user on appropriate action

• Follow standard Help Desk procedures

• Logs all Help Desk interactions

• Redirect/ escalate problems to appropriate resource

• Identify and escalate situations requiring urgent attention

• Track problems and requests and document resolutions

• Prepare activity reports

• Manage and install necessary service packs and updates on workstations

Bridgestone Americas- Bridgestone Commercial Solutions/OpenRoadTech

Hanover, MD

January 2012- January 2013 - IT Specialist/Tier2

As an IT Specialist I am responsible for providing support for our fleet customers with any

technical issues they may have with IT products and provide solutions to issues as needed.

Day to day responsibilities include:

Providing our fleet customer base with support using both verbal and written

o

communication. We support Rugged Motorola Wi-Fi Enterprise Mobile Computer

devices that are used to keep track of their inventory electronically.

Refer major hardware or software issues to product vendors.

o

Configure, troubleshoot, test and fix Motorola Mobile Computers.

o

Document any and all customer correspondence including changes made to

o

resolve any issues.

Respond to phone calls, emails and incident tickets.

o

Exent Technologies, Bethesda, MD

June 2011- Laid off-January 2012- Game CSR Specialist

As a game CSR Specialist I was responsible for supporting end users with any problems they

might have with the Games on Demand services. Support included new games using Windows

Servers and Workstations equipped with the latest Audio Video and Game Control devices.

Day to day responsibilties include:

•Providing Pre and Post Sales supoport to Exents Customers using both verbal

and written communications. Using all information available, I provided

technical support, complaint resolution, and input data into Exents

database system.

•Help desk support for gamers who encounter problems with Games on

Demand service

•Testing and troubleshooting of new and existing games on multiple platforms

including mobile and Windows PC (XP, Vista, 7)

•Apply knowledge of organization, products and related services and policies

to provide a variety of customer services through telephone, e-mail and

online chat correspondence.

•Assist with retention efforts

•Troubleshoot diagnose hardware, software and games issues.

•Respond to phone calls, live chats, email, portal ticket and other channels as

necessary

iCore Networks, McLean, VA

August 2010-June 2011-Account Manager

As the General Business account manager I was responsible for account retention, renewals, and

revenue growth in existing small to mid size accounts. I functioned to service, support and sell into

an assigned base of existing customers and ensured maximum customer satisfaction and

revenue growth.

Day to day responsibilities include:

• Responsible for iCore’s connection with specific clients after the sales and

implementation process is complete.

• Manage customer relationships and expand profit margin

• Work independently to promote and expand sale of enterprise solutions, as

well as additional services such as training, upgrades, value-added services

and equipment.

• Maintain customer account details.

• Improve and maintain high customer satisfaction through regular and

consistent communication via phone calls, emails, and customer visits.

Added an additional $3250 in monthly recurring cost and add an additional

$17,000 in Non-Recurring Cost to the my assigned customer base,

consistently for the duration of my tenure.

iCore Networks, McLean, VA

February 2010-August 2010- Customer Support Representative

Day to day responsibilities include:

May 2007- January 25, 2010

Verizon Wireless, Hanover, MD

Customer Service Representative/ Transition Assistant

Day to day responsibilities include:

•Explaining charges on bills to new and existing customers

•Addressing technical issues with products or services

•Solving problems for customers and making frustrated customers

happy and satisfied

•Working with multiple computer applications while speaking with

customers

•Analyzing and solving problems

•Assisting new hires with the transition from the training environment

to the actual customer service floor

February 2006- May 2007

Bank of America, Owings Mills, MD

Customer Service Representative

Day to day responsibilities include:

•Identifying customer needs and refer financial products and services

•Delivering exceptional customer service with a positive attitude

•Building customer loyalty through courtesy and friendliness

January 2003- February 2006

Lonestar Restaurant, Columbia, MD

Server

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