Customer Service Manager

Tim Dobson

*** ********** ***** ********, ** **070 918-***-****

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

Technical Support professional with expertise in troubleshooting, analysis,

and problem-solving

SUMMARY OF QUALIFICATIONS

. Technical aptitude and in-depth understanding of computer hardware,

software, networks, mobile devices and systems architecture.

. Excellent customer service skills with a proven ability to communicate

and define technical concepts to end users of any level of experience

and background.

. Capacity to solve problems quickly, identifying, researching and

implementing solutions that minimize downtime and expense.

. Ability to multitask dealing with ongoing problems, multiple open

trouble tickets and deadlines for meeting service-level agreements.

. Polite and concerned with a sincere desire to service customer needs

maintaining accountability to management and the end-user.

PROFESSIONAL EXPERIENCE

St. John Health System, Tulsa OK

IT Support Technician 2003-2008 & 2009-2010

. Install and configure desktops, laptops, printers, mobile devices and

software applications.

. Troubleshoot and support end user computer problems and issues on-site

and using remote tools.

. Troubleshoot both wired and wireless network connectivity problems and

maintain communications closets.

. Work with internal security, server and network staff as well as

external vendor support as appropriate to resolve more complex

technical issues.

. Documentation of problem, resolution and inventory used to resolve

service tickets.

. Perform primary and secondary on-call support based upon a 24/7 staff

rotation.

Williams Communications, Tulsa OK

IT Associate / Imaging & Deployment Specialist 2001-2003

. Install standard base image and any additional software and hardware

requested on new computer system orders.

. Schedule and deliver new computer systems, monitors, printers,

scanners and return existing equipment to inventory.

. Configure systems for both local and remote employees. Transfer files

and settings, setup email and printing services.

. Documentation of equipment deployed and equipment returned in

resolving service tickets.

. Backup all systems returned to inventory.

. Schedule and perform individual and departmental moves.

Worldcom, Tulsa OK

Commercial Applications Support Team 1998-2001

. Help desk for commercial customers, resellers and account reps.

. Long distance records delivered on CDROM, diskette, magnetic tape, BBS

and FTP.

. Consult with customers on the installation of Call Manager software

and the setup and execution of specific utilization reports.

. Coordinate between marketing, IT support and customers for special

requests and problem resolution.

EDUCATION

Systems Support Technician Certificate Program, Tulsa Community College,

Tulsa OK

Bachelor of Science in Business Administration, Oklahoma State University,

Stillwater OK

CERTIFICATIONS

CompTIA A+ and Network+

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