Customer Service Engineer

Jane L. Hopkins

*** ********** *****

Whitman, MA. 02382

Home: 781-***-**** Cell: 617-***-**** ***********@*******.***

Summary: Distinguished Senior IT. Professional with commitment to customer service

Highlights of Qualifications

Proven innovative problem-solving skills and issue resolution.

Recognized ability to quickly learn technical concepts, identify design flaws, and

perform data gathering and analysis.

Effective customer relations, with proven written and verbal skills.

Proficiency in Windows platforms, including Excel, Word and Outlook.

Expert in hardware and software installation.

Proficiency in Operating Systems: Windows 98, Windows 2000, Windows XP,

Windows 7, and DOS.

Installation of Networks using: Switches, Network Cards, Routers, Hubs, Cables,

Patch Cables and Access Points and setting up printers on networks.

Experience

Sr. IT Technician

Ticketmaster, Braintree, MA, 7/1991 11/2010

Supported the configuration and deployment of IBM, Dell and Compaq servers, and

IBM, Dell and HP desktop and laptop machines.

Responded to user queries through an IT ticket system, using Remedy and Kronos.

Answered questions via phone support and resolved hardware and software problems

in a multiple platforms environment.

Diagnosed, identified and resolved end-user computer problems.

Implemented corrective actions within established parameters or referred more

complex problems to higher-level desktop support staff for resolution.

Managed and monitored organizational backups.

Copied/upgraded and formatted hard drives, configured peripheral devices, performed

upgrades, replaced PC components, and installed MS Service Packs.

Troubleshot network congestion and failures.

Assisted in virus infection recovery.

Responsible for inventory tracking throughout New England.

Responsible for training new employees and developed department help manuals to

assist IT staff with issues.

IT Manager

Ticketron, Waltham, MA, 9/1989 6/1991

Successful management of New England IT office with four employees.

Served as main focal point on all IT-related matters for the New England region.

Provided expert IT support to customer base, handled each and every technical query.

Effective leader and communicator who used skills to optimize customer service.

Experienced developer of strong working relationships with internal and external

customers, as well as staff.

Excellent project management skills.

Trained all IT employees.

Field Service Engineer

Control Data, Billerica, MA, 6/1986 7/1989

Installed computer systems for government clients.

Operated as service point-of contact for help desk helping to diagnose, troubleshoot

and resolve technical issues.

Provided daily technical support for network connectivity, peripheral equipment and

system maintenance.

Training

Computer Technology Certificate, Computer Technology

Control Data Institute, Cambridge, MA.

Education

Advanced Study, Educational Administration 27 credits

State University of New York at Albany, Albany, NY

Bachelor of Science, Physical Education/Health

University of Massachusetts, Amherst, MA.

Graduated Cum Laude honors

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