Customer Service Manager

Stephen Gilbert

*** ********** ****** ****, *********, PA 15401 . 724-***-**** . (724)439-

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

Objective

Secure a position as a web designer and to continue a career working in the

field of information technology.

Education

Associate in Specialized Business Information Technology October

2009 - June 2011

Pennsylvania Institute of Health and Technology, Mount Braddock, PA

. Perfect score of 800 on the A+ 701 (hardware) certification exam

. Dean's List

. GPA 3.63

Certifications

CompTIA A+ Certification December 2010

Skills

Repair Software: Linux: Microsoft Office: Microsoft

Operating Systems:

Acronis Ubuntu FrontPage Windows

Server 2008

Avast (boot scans) Ubuntu Server Access Windows

Server 2003

Ccleaner Back Track Excel Windows 7

Combofix Gimp Outlook Windows Vista

Dial-a-fix Open Office PowerPoint Windows XP

DOS (command line) Quanta Plus Word

Google (research)

Hiren

Browsers: HTML Editors: Online Applications:

Firefox FrontPage Cpanel

Internet Explorer Komposer Google Webmaster Tools

Chrome Notepad Google Documents

Safari Notepad+

Opera Quanta Plus

Work Experience

Head Shop Technician June 2011 -

June 2012

Creative Computer Concepts, Uniontown, PA

. Inform the customer of status on their computer as needed

. Provide over the phone tech support

. Document all work preformed for the customer and for the shop

. Diagnose, research, repair hardware and software issues

. Back up customer and shop data

. Work on-site as needed.

. Answer phones, document calls, send text messages to my boss, working

on-site, as needed

. Provide oral reports to office manager

. Find hardware suppliers and provide the office manager with

information for ordering hardware by email

. Document everything

Web Administrator January 2002

- September 2009

Teleperformance USA, Grindstone, PA

. Managed a 4 gigabyte knowledge base as Web Administrator, revamping

knowledge base, cleaning up FrontPage coding to basic HTML to allow

pages to lode faster, giving customer service agents faster access to

information, then moved knowledge base to a PHP shell to allow for

information searches

. Created, added, edited, updated, and uploaded documents, spread

sheets, PDFs, presentations, HTML pages, PHP pages, JavaScript,

Cascading Style Sheets (CSS), audio files, images, videos and other

information daily

. Worked as sales and customer service agent for SPX Service Solutions

for 2 years

. Cross trained to be lead agent for Dealer HQ customer satisfaction

follow-up surveys for 6 months

. Learned about billing while working as a customer service agent for

Global Crossing long distance for 1 year

. Provided technical support for 6 months as customer service agent for

Iomega optical drives

. Learned how to troubleshoot Apple extensions that were conflicting

with Iomega drives

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