Customer Service Quality Assurance

Marc Gerald M. Centeno

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Technical Support

*** ********** **** *****

Palatine, ILLINOIS 60074

1-773-***-****

*****************@*****.***

ACHIEVEMENT, SKILLS, ABILITIES

- Proven ability to diagnose, troubleshoot, and resolve

technical problems

- Quick learner with strong working knowledge of software,

hardware,

networking, operating systems

- Outstanding communication skills; demonstrated background

working well

with students and co-workers in one-on-one and group

settings.

- Superior analytical and problem-solving abilities

EDUCATION

2005 - 2009 Datamex Institute of Computer Technology (

Philippines )

Bachelor of Science in Information Technology

2009 - 2012 University of Santo Tomas ( Philippines )

Bachelor of Music - Major in Percussion

Level 8 - (Level Completed)

2001-2005 St. Joseph Montessori ( Philippines )

Secondary Education

TECHNICAL QUALIFICATIONS

Operating Systems: Windows 2000/ME/XP/7/8

Software Applications: MS Office 2000/XP (Word, Excel, Power

Point, Access),

Norton Utilities, Adobe Photoshop, Adobe Audition

Networking: LAN/WAN, TCP/IP, VPN

Languages: HTML, XML

WORK EXPERIENCE

Digi -Trax Corporation - 2008

Lincolnshire, IL

Technical Support

- Operate as service point-of-contact for help-desk, helping

to diagnose,

Troubleshoot, and configure the I.P address of the printers

and other products of the company

- Provide daily Technical Support to assist the Director of Hardware

Support

In repairing, configuring or installing products of the company

- Helped transfer help desk requests from e-mail to web-based system

- Performed troubleshooting via phone support, email and online chat and

assistance regarding billing, software support, configurations, password

resets, account maintenance, etc., in a call center atmosphere for

client base within the Automotive Industry for the company's web portal

on Linux, Windows Systems.

- Adhered to strict confidentiality and enforced compliance while

maintaining first class customer service.

- Performed basic testing of supported applications to resolve the

problem.

- Administered Active Directory

- Maintained quality assurance of tickets with appropriate follow-up.

- Setup and Supported Citrix

- Document/Review procedures used in the day to day operations of the

Support Center.

- Escalated trouble calls using escalation procedures

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