Customer Service Account Executive
Resume:
Charles R. McNeil Introduction:
Houston, TX 77022
IT Support Specialist
Home: 832-***-****
To acquire a career oriented position as a Computer Support IT Specialist
Cell: 832-***-**** with a concentration in Microsoft Operating Systems Installations and
configurations.
Email:
********@*****.*** Call Centers Online Support Customer Service Desks
Career Snapshot Key Skills
Ten years of commended Deploying over an Active Call Center Operations
performance in key customer Directory Domain
Technical/User Support
service and support roles.
Migrating to Windows
Complaint Handling
Expert in customer
Configuring Network
care/communications,
Reports &
Connections
problem solving, relationship
Documentation
building and user training
VPN Setups
and support. World-Class Customer
Configuring Remote Desktop Service
MS Office “power-user”
IMACs setup & Configuring IE Security
Awards
Troubleshooting in a Active Directory
“Top Performer” Award,
Managing & Monitoring
2008, 2009
Windows Server 2000 - 2008
Employee of the Month,”
2004 to 2006
Five “Service Star” Awards,
2000 to 2004
Professional Experience
Computer Skills
LANCESOFT/ XEROX- IT Helpdesk Technician, June 2012 –Oct
ACS – HOUSTON,TX 2012
Provided user support and
training via Aventail VPN
MEGATEK INC.- Computer System Specialist, 2010 to 2011
remote access.
Houston, TX
• Implemented the SMS
site health plan and
COMCAST. Customer Account Executive, 2008 to
assisted with all software
2009
pushes.
Houston, TX
• Used XenApp and Citrix
technologies to provide TIME WARNER CABLE Technical Support Tier3, 2005 to 2007
Web access to applications. Houston, TX
Required Skills
APEX. Filed Technician Dell Corp, 2004 to 2005
Strive to exceed customer/
Houston, TX
employer expectations by
delivering second-to-none Helpdesk Mobile Phone Technician, 2003
service. Maintain customer CINGULAR WIRELESS to 2004
centricity in all initiatives
Houston, TX
and interactions, always
putting the customer first.
Education
JOB TRAINING INSTITUTE Houston, TX
Microsoft Certification Training ( MCTS 70-680), 2012
MICROCOMPUTER TECNOLOGY INSTITUTE – Houston, TX
Associates of Computer Sciences & IT Occupations, 2001
1417 E. 34TH
Charles R. McNeil
Phone: 281-***-**** Houston, TX 77022
Email: *******@*****.*** Recent IT Graduate
: CAREER OBJECTIVE :
To acquire a career oriented position as a Computer Support IT Specialist with a
concentration in Microsoft Operating Systems, Installations and Configurations.
: TECHNICAL SKILLS SUMMARY :
Windows XP/ Vis/ 7/ Server8 (ACT) Toolkit Apps Compa Configure Direct Access
MS Office Suites 2007/2010 Microsoft (MDT) Toolkit Configure Network Settings
SMS 2003 VMware ESX/ESXi Windows 7 Wireless Access
SCCM 2007 Active Directory Domains Configuring Mobile Devices
Citrix XenSever Windows Server 03/08R2 Configure IE Security/Ports
: PROFESSIONAL EXPERIENCE :
Company: XEROX-ACS Houston, TX.
Position: IT HELPDESK TECHNICIAN 2012 - Present
My sole function in this position is to respond to requests for technical assistance in person, via
phone, and remotely and electronically in a timely manner. Assist in IT projects and systems administration
by enforcing ACS policies and procedures for IT security over Active Directory Domain. I also Identify and
escalate situations requiring urgent attention with the true means to diagnose and resolve technical
hardware and software issues. I also handle Windows 7 Migration from deploying and imaging both new
and used PC’s via WDS) migrating existing XP, users to Windows 7 via SCCM 2000 unattended
applications installations resolve Microsoft communications issues sync for Microsoft exchange servers via
Outlook clients
Company: MEGATEK INC. Houston, TX.
Position: COMPUTER SYSTEMS IT SPECIALIST 2010 to 2011
Performed various duties in the field of IT. As an intern, I utilized the experience gained from my
intense training in advanced computer technology while enrolled at the Job Training Institute. I have
hundreds of hours of hands on experience in theoretical and applicable concepts of deployments of
operating systems such as Windows (7) and other Microsoft Applications Software Products. Furthermore,
I am very well acquainted with performing escalating task such as, user accounts creation, control, and
intranet stabilization along with security protocol on an Active Directory Domain Services Controller.
Company: COMCAST Houston, TX.
Position: CUSTOMER ACCOUNT EXECUTIVE 2007 to 2009
My main duties as an employee were to answer inbound calls for potential customers inquiring for
new contractual services for TV/Internet and Phone upgrade enhancements. Perform upgrades to customers
requesting to add more channels, upgrade internet or add equipment to their account. While working in a
capacity of a Customer Account Executive in my daily functions, I used Microsoft Word, Excel, Access,
PowerPoint, and Internet Email Exchange Servers. Answered customer questions regarding billing, service
problems, products and features. Prepared work orders for maintenance requests after determining if field
visits are required.
Company: TIME WARNER CABLE Houston, TX.
Position: TIER (III) TECHNICAL SUPPORT SPECISLIST 2005 to 2007
As Tier (III) technical support specialist I was a lead of a team that provided technical experience
expertise to pre-existing and new clients. I used software applications to triage customer related issues from
the lowest to the highest to priorities of importance, i.e. (NON-helpdesk issues) and (open ticket
escalations). With managements’ authorization, I was entrusted to multitask under pressures of service call
restraints, provided technical support of all TWC/ HSO related products, services and migrations including
Digital Phone, and responded and responded to those inquiries in a manner that met the high quality
requirements of Time Warner Cable.
Company: APEX SYSTEMS Houston, TX.
Position: FIELD TECHNICIAN 2004 to 2005
In this position my responsibilities were to respond to service calls in a timely manner according to
service ticket instructions. On many occasions, if required, I had to perform troubleshooting, maintenance,
and repair techniques that require a technical aptitude that far exceeded the industry standard. I also
maintain open lines of communications at all times so that the customer could understand the work that
would be done at the site. Furthermore, I followed provided processes and procedures documents and
maintain accurate time, call closures, and mileage records.
: CAREER TRAINING :
School: JOB TRAINING INSTITUTE Houston, TX.
Course: MICROSOFT CERTIFIED TECHNICIAN SPECIALIST 2011 to 2012
CERTIFICATE AWARDED, MICROSOFT TECH (MCTS 70-680)
Email Address: www.jobtraininginstitute.org
School: MICROCOMPUTER TECHNOLOGY INSTITUTE Houston, TX.
Course: COMPUTER SCIENCES & IT OCCUPATIONS 1999 to 2001
ASSOCIATES of COMPUTER SCIENCES & IT OCCUPATIONS
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