Customer Service Technician

Chris Thompson

*** ** **** **. . ******, KS *****

785-***-**** . ***********@*****.***

SUMMARY OF QUALIFICATIONS

. In depth knowledge of TCP/IP, technical skills in hardware,

networking, and Windows and Cisco operating systems.

. Certifications: A+. Completely fluent in the functionality of Mac OS

.

. 10+ years experience in challenging customer service/consulting

environments.

TECHNICAL SKILLS

. Windows Server 2003, XP, Vista, and Windows 7

. DHCP

. Active Directory

. LAN/WAN

. TCP/IP

. Hardware/Software Troubleshooting, Cabling

. Cisco IOS routers, Cisco IOS switches, EIGRP, OSPF, terminal

programs.

. Mac OS and Apple applications and networking protocols

. Advanced knowledge of MS Office applications.

EDUCATION & TECHNICAL TRAINING

Capella University, Online

Bachelors of Science, Information Assurance and Security.

10/2012-Current

Centriq Training, Leawood, KS

08/2009 - 12/2009

Network Administrator Program

. Technical Competencies:

- Installing and supporting Windows XP/2003.

- Configuring, managing, and maintaining hardware.

- Creating users and groups in a domain and on local machines.

- Managing a network with local and group policies.

- Planning and designing a network environment.

- Installing, configuring, and managing WSUS.

- Knowledgeable in security, optimizing server performance, and

troubleshooting, disaster recovery, and printer management.

. Professional IT Project Experience (virtualized and non-virtualized):

- Designed, planned, and implemented a Windows 2003 Enterprise domain

structure for a corporation.

- Designed, built and implemented a network infrastructure that

connected two separate business entities in multiple networks.

. Soft Skills Training:

- Business Skills for the IT Professional & Personal Finance.

Customer Service; Communication; Influence; Conflict Management;

Telephone and E-mail etiquette.

. Certifications:

- A+ Certified

- MCP; MCSA; MCTS, and Cisco CCNA (Pending Exams).

TECHNICAL EXPERIENCE

Apple Inc. 04/2012 -

03/15/2013

AppleCare At Home Advisor

. Troubleshoot hardware and applications running Mac OS

. Worked to identify problems that require escalation to other

departments while also maximizing my knowledge of products to

consistently escalate less than my colleagues.

. Consistently a leader among my peers. I have received notice from high-

level managers in the organization for both my ability to keep and

resolve complex technical issues as well as the most consistent 100%

customer satisfaction ratings on my team.

PGI Olathe, KS. Worldwide Web and Audio Conference provider

10/2010 - 04/2012

Tier 1 Support Technician

. Troubleshoot the following web applications: Cisco WebEx, Microsoft

Office LiveMeeting, Adobe Connect Pro and GlobalMeet Web (proprietary).

. Diagnose hardware failures, software compatibility issues, and provided

end user education to resolve issues.

. Troubleshoot Audio conferencing both domestically and internationally

isolating problem lines and testing conference bridges for possible

service impairments.

. Create and maintain precise documentation of issues and troubleshooting

steps taken to resolve the issue.

. Use a ticketing system for all documentation and reporting. I also use

this to identify trends and help as part of a focus group to implement

process changes that will resolve the issues permanently.

. Have won multiple awards in my short time employed there and been asked

to sit on focus groups and assist with on boarding of large clients

from the technical stand point.

Self Employed, Northeast Kansas Territory

3/2007 - 10/2010

DELL Warranty Technician

I had one tech that worked for me and we travel to service.

. Serviced Dell Computers and all other Dell product lines as well as

Lexmark commercial printers and Visio Flat Panel TV's.

. Utilized a Ticket Management system to schedule repair calls for my

technician.

. Diagnosed hardware failures, software compatibility issues, and

provided end user education to resolve issues.

. Resolved any escalated customer issues personally.

.Payless Shoes Corporate HQ (via Westaff), Topeka, KS

3/2007 - 11/2007

Help Desk Representative

. Assisted field technicians with troubleshooting connectivity issues

between network peripherals.

. Performed call "closing" procedures to test connections and initiated

data pull over WAN.

. Recognized as "Lead Agent" multiple times throughout employment for

handling time line issues as well as delegating specific tasks to a

team of 8 representatives.

Prometheus Inc., Topeka, KS

3/2005 - 3/2007

(IT consulting company specializing in a managed services approach to

providing IT solutions.)

Technician

. Troubleshoot, diagnose and repair client and prospective client

servers, workstations, and other network devices.

. Repaired both hardware and software issues.

Contact this candidate