Customer Service Representative
Resume:
Dear Human Resources Manager,
I am writing to you because I believe my training, experience, and proven ability as a Tier One
Technical Support Specialist, Help Desk Technician, customer service representative will allow
me to significantly contribute to your company.
In reviewing the attached resume, you will note that 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.
If you are seeking an IT professional who has excellent people and problem solving skills and
can easily provide optimum support to your MIS operations, then please consider what I have to
offer.
Furthermore, I have a professional demeanor, and good communication and negotiation skills.
My experience in customer service broads my prospective of diversity and importance customer
satisfaction. My enclosed resume gives complete details about my qualifications and
capabilities.
I believe it would be mutually beneficial for us to meet and discuss the goals of your company
and how my technical abilities can help you achieve those goals
I am currently serving US Army orders on deployment in Afghanistan. I will redeploy back to
the USA in October 2013. Please don’t let this circumstance defer your interest in my
employment or review of my application.
Thank you for your time and consideration.
Sincerely,
Devin Daniels
Devin Daniels
1667 Hillcrest rd, Cleveland, OH 44118
*****.*********@*****.***
Summary
Demonstrated achiever with exceptional skills in customer service and patient care, business practices
•
1. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues
and concerns. Excellent communication and presentation capabilities.
2. Skilled at learning new concepts quickly, working well under pressure, and communicating ideas clearly and
effectively.
3. Extensive computer training, including knowledge of multiple networking environments and business
software packages.
4. Enthusiastic and experienced in overseas travel.
Education
Warrensville Hts High May 2007
Merit roll and perfect attendance, 11th grade year
Acquired High School Diploma with 3.2 G.P.A 2007
Med-cert
BLS (Basic Life Support)
Heart saver First Aid
Acquired STNA and CPR certificate 2008
Army Trade School for Information Technology
SIGNAL SCHOOL Fort GORDON
Augusta, GA 2009
3 SEMESTER HOURS IN DIGITAL COMMUNICATIONS SYSTEMS,
3 SEMESTER HOURS IN PC REPAIR AND MAINTENANCE,
3 SEMESTER HOURS IN COMPUTER SYSTEMS AND APPLICATIONS,
3 SEMESTER HOURS IN COMPUTER NETWORK FUNDAMENTALS,
3 SEMESTER HOURS IN COMPUTER OPERATING SYSTEMS,
3 SEMESTER HOURS IN INFORMATION SECURITY MANAGEMENT
Career History & Accomplishments
Rite aid
Store clerk
Customer service Representative
Stocking
Unloading cargo
Cashier (cash handling)
Merchandise Expert
• Developed and maintained database of stocked inventory
• Ordered inventory based on streamline databases
Photo Developer
Cleaning Technician
Jan, 27 2007 – August 17, 2009
Army NATIONAL GUARD
Information systems analyst
Enlisted April 14, 2009
NW Drive
Akron, OH
Information analyst
Field technician (radio and computer operator, set up and configure Local Area Networks)
Network specialist (Level 2 troubleshooting on Network problems, develop maintenance policies)
Create and implement LAN’s WLAN’s and PAN’s
Basic Training from august 2009 - October 2009
Advanced Individual Training from October 2009 - April 2010
Enlisted April 14, 2009
Currently Deployed (on active duty orders)
Kandahar, Afghanistan
Serving as – Information Management Officer, Radio, Satellite, and CREW Specialist
• Management of security NET personnel databases
• Creating and Reactivating security NET profiles
• Installing and maintaining communications equipment
• Troubleshooting communications problems
• Configuring communications with satellite positions
• Updating communications equipment with latest software
Cleveland Clinic Foundation
Patient Transportation
Euclid AVE,
Cleveland, OH
4pm-12am
Customer service and Location guidance
Providing Patient comfort and care
Careful ICU Patient Transportation and Nurse assisting of patients in severe condition
May 24, 2011 - Present
Modis Inc. (staffing Agency)
Helpdesk Level II Support Analyst
18-Month contract
7am-4pm
June 8, 2010 - Dec 3, 2011
Rockside Road, Independence, OH
• Provided accurate and thorough solutions to user problems. Escalate or transfer problems when appropriate.
• Provided information to customer/end-user regarding the status of their incidents or service calls.
• Troubleshot PC hardware and software problems; software installations and upgrades; provide first level of
support for applications, network, server, and security.
• Attempt proactive resolution of user and IS support issues to maintain a high level of visibility within the user
community.
• Log all requests in HP Service Center (help desk call tracking software).
• Coordinate incident resolution and service request completion with various workgroups
• Detection and communication of possible problems and the assignment of them to the Problem Management team
for them to raise problem records.
• Participate in team projects that enhance the quality of the help desk service level, and promote technical and career
growth.
KEY SKILLS AND COMPETENCIES
Physically fit & able to lift IT equipment, crawl under desks to access cabling etc. Experience of problem resolution &
quality assurance procedures. Able to communicate complex IT issues to suppliers and non-technical staff. Ability to
work well in a team environment. IT security experience including anti-virus / malware, encryption deployment.
I am able to maintain, troubleshoot, and repair networked personal computers, operating system software, Windows
XP and Microsoft 2003 server; setup an exchange server and Microsoft Outlook; install and manage local area
networks; install and maintain virus software; understand networking topologies; understand internetworking concepts,
access lists, direction structures and account management; providing network security and protecting systems from
worms and viruses; and understand several digital communications systems. A+ and n+ hardware and software;
problem determination and repair of pc's and networks; transmission control protocol/internet protocol (TCP/IP);
routers and switches; Windows XP and 2003 server, exchange and outlook; configuring cisco routers and switches;
firewalls and border security; tactical radio communications system setup; and maneuver control system workstation
mapping overlays.
I have solid foundation on customer care and relations, with vast experience in the field of customer support.
I have an excellent talent for using strategies to deescalate irate customers.
I possess strong interpersonal skills, with the ability to relate and empathize with people of varying personalities and
from all walks of life.
I am proficient in numerous computer applications and software, including MS Word, Power Point, Excel, and several
others.
Highly motivated and driven to achieve set goals and targets
I have the ability to maintain a calm and composed manner when dealing with potentially explosive client situations.
I have a superb ability to multitask, able to handle multiple duties and responsibilities without sacrificing quality of
work.
I possess a fun and vibrant personality that customers find refreshing and appealing.
I have excellent leadership skills, with a unique talent for handling and resolving conflicts within the team, and I am a
great team player and excellent independent worker.
Achievements
Medals and Ribbons
Global War on Terrorism
National Defense Service Medal
Army Service Ribbon
Afghanistan Campaign Medal
References
Collin Sullivan 216-***-**** Personal
Lorea Myers 216-***-**** Business
Gary Sindelar 440-***-**** Business
John Maraccini 614-***-**** Business
Lynn Loury 216-***-**** Business
Paul Honouvo 216-***-**** Business
Contact this candidate