Help Desk Software

TERRELL PHILLIPS

**** ********** *****, **********, ** 30078 770-***-**** *****************@*******.***

PROFILE

Documentation Management, ISP Customer Help Desk, Administrative Help Desk

Results-oriented, team player seeking to leverage Internet customer help desk experience, administrative help

desk support, instructor skills, and true passion for writing toward a dynamic position as a Proofreader.

ACHIEVEMENTS

Writes software macros using QuicKeys(r) for increasing task efficiency and automation.

Team support in presentations, researching and archiving. I survived numerous waves of downsizing and

site closings throughout four Greater Atlanta locations before my contracting period ended.

Performs media content editing and proofreading services to assist telecommunications engineers, and assists those

whose backgrounds entail English as a second language. Assists in training and available to coach/mentor others.

Collaborates and communicates with outside vendors to find working solutions to data conve rsions and

other pending issues.

CAREER EXPERIENCE

Data entry/processing. Inputs, edits, and publishes manuals with numbering, outlining, cross -referencing,

and produces tables of contents, indexes, and more. Creates and manages formats for paragraphs,

characters, and generates custom lists to be displayed. Flag problems in logic, redundancy, and inconsistencies in style

and tone, organization, sequencing, grammar, sentence structure, and language usage within a multi -author

environment.

Provides first level technical support for Windows and Mac OS residential customers nationwide, the

company's strongest market segment that requires the most extensive technical assistance.

Resolves connectivity, FTP, email and Internet-related software error issues.

TECHNICAL SUMMARY

Web Tools: (hand-code) HTML 5, NotePad++

Software: Microsoft Office 2010 (Word, Excel, PowerPoint, Access, and Outlook)

Operating Systems: Windows (2000, XP, 7), Mac OS X, Ubuntu Linux 11.00, familiar with HP 3000

SOFT SKILLS

Great listener!

Interviewing talks with individuals and groups about their needs and asks the right questions to surface the

essential information.

Excellent English communication/presentation skills, both oral and written.

Process-oriented, and innovative.

HISTORY (1990 Present)

Small Office Home Office. Computer Software Trainer /Consultant. Atlanta, GA

EarthLink.com (MindSpring). ISP Tier-1 Customer Support. Atlanta, GA

Aquent.com (MacTemps). Documentation and Help Desk Specialist.

Client: Northern Telecom. Atlanta, GA

EDUCATION

B.A. English, University of Montevallo, Montevallo, AL

Alabama State Teacher Certification for Secondary Education, Dean's listings

Additional courses taken: Creative Writing, Advanced Grammar, Computer Programming

Kennesaw State University, Kennesaw, GA

Continuing Education: Introduction to Red Hat Linux

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