Customer Service Software

Experience

Quality focused IT professional with *0 plus years of experience as an Information Technician and Help Desk

Specialist. Proven ability to create and deliver solutions that meet corporate objectives related to technology

performance. Expertise in networking concepts and network security; knowledge of firewall setup and

administration. Skilled at training help desk technicians and system operators. Adept at solving networking,

electronics, computer technology problems, and providing quality service.

January 2000 Present Peterson Manufacturing Company Grandview, Missouri

Information Tech (July 2010 – Present)

Expansive knowledge of desktop/workstation hardware and software; moderate knowledge of mobile

operating systems configuration and connectivity.

Maintain company personnel computers, hardware and software for PCs and printers, peripheral and

network devices; develop and maintain user programs, applications, telephones, operating system

documentation, and Microsoft Active Directory.

Troubleshoot and resolve technical problems associated with mainframe terminal, PC, DOS, or LAN/WAN;

set up mainframe terminals, PCs and LANs/WANs; configure and network devices for the end user.

Excellent technical knowledge of installation software applications; and/or install and implement

telecommunications facilities and services; install, maintain and support wireless technology.

Build new computers, migrate existing applications and customize configuration settings; enhance remote

access through installation and configuration of Remote Desktop.

Help Desk Specialist (January 2000 – July 2010)

Process queries via phone and emails; update database to reflect status of queries and resolution.

Provide guidance and direction to system operators; install and test system’s software and hardware via

Remote Administrator; answer questions posed by clients, complainants, subordinates or supervisors.

Order, stock and track inventory for replacement of hardware and software for company computers and

printers.

Reverse prior history of single drive data protection through implementation of disaster recovery

procedures.

Improve stability and performance of system and network by upgrading Windows operating systems and

office suite.

Education

2000 Electronics Institute Belton, Missouri

Certificate in Computer Programming

1999 Ruskin High School Kansas City, Missouri

summary of qualifications

Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Publisher, Access; Spoolflex; configuration and

connectivity for hardware, software, and operating systems.

Strong verbal and written communication skills sufficient to interact with a variety of users and other

technical staff; strong customer service skills.

Effective communication and interpersonal skills, sufficient to effectively elicit IT information from users,

train users in technical procedures and document IT related procedures.

Ability to: establish and maintain cooperative working relationships; to work under pressure; meet inflexible

deadlines.

Excellent time management and organizational skills; strong attention to detail with high level of accuracy.

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