Customer Service Software

Charles Lynch ***** Oyster Bay Drive

Hollywood, MD 20636

240-***-****

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

EDUCATION

Towson University - Towson, MD

May 2009

Bachelor of Science - Business Administration

GPA: 3.14

College of Southern Maryland - Leonardtown, Maryland

January 2007

Associate in Business Administration

Letter of Recognition - Drafting

PROFESSIONAL EXPERIENCE

St. Mary's County Public Schools - Bushwood, MD

September 2010 - Present

Computer Support Specialist

. Assist in the organization of all Information Technology department

assets across a network of 28 public schools and multiple offices

belonging to SMCPS

. Plan and implement asset allocation strategy for SMCPS information

technology department

. Prepare, deliver, install, and repair computer hardware and software,

including communication systems, public address systems, and audio-

visual equipment on site and at a central office

. Diagnose, troubleshoot, and maintain microcomputers, networks,

communications devices, audio-visual and computer systems

. Respond to requests via ticketing system and on a respond as needed

basis

Fire & Ice Jewelry Store - Timonium, MD

February 2009 - June 2010

Marketing Assistant

. Utilized analytical tools to research and present customer behavior

data

. Researched and proposed software solutions to increase traffic and

conversion on website

. Collected, documented, and processed customer order data

. Responded via email and telephone to customer service inquiries and

processed custom orders

. Developed, edited, and implemented guides and procedures for order

processing, product photography, and inventory management

. Created custom reports for new product documentation and website

preparation

. Utilized Adobe Photoshop, Illustrator, and Imageready to create

website and email advertisements

Towson University Office of Technology Services - Towson, MD

May 2008 - January 2009

Office of Technology Services - Help Center Representative

. Provided technical support to over 1000 faculty and staff in multiple

departments

. Effectively communicated technical information to advanced and novice

users

. Configured, installed, and maintained new computers and peripherals as

well as existing hardware

. Repaired hardware, software, and network issues on machines running

Windows XP/Vista operating systems, Microsoft Office Suite products,

and other applications by Adobe, Symantec, and Norton

. Collaborated with a team of engineers to solve advanced technical

issues

J.F. Taylor - Manned Flight Simulator - Patuxent River NATC, MD

May 2006 - August 2007

Electronic Technician

. Obtained Secret Level Security Clearance

. Installed and maintained classified and unclassified computer systems

. Terminated and routed multiple data, audio and video cable formats

between lab and computer equipment. This includes RJ45, Cat5, Cat6,

Coax, KVM, VGA, RGB, etc.

. Performed testing, made repairs and terminated multi mode and single

mode fiber optic cables used to connect classified networks and data

systems

. Implemented Integrated Battlespace Simulation and Test (IBST) wire

labeling standards on all classified connections

. Created and revised existing lab layouts, including wiring diagrams,

audio/visual hardware placement diagrams, and lab floor plans, using

AutoCAD software

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