Customer Service Technician

Objective

To transition to a career in IT/Communications as a Tech Supt Specialist

utilizing my pc/basic electronic repair knowledge, troubleshooting skills,

familiarization with different platforms and architectures, and customer

service experience.

Education

Cleveland Institute of Electronics - Cleveland, OH

A.S. Degree in IT and Systems Management (2008)

FedEx Basic Electronic Repair Training - Foster City, CA (1995)

FedEx Customer Service Training - Sacramento, CA (1981)

Awards

Phi Beta Kappa (C.I.E.)

Technical Excellence in Mobile Computers FedEx Express

Customer Service Excellence FedEx Express

Technical Skills

MS Windows 7, Vista, XP Pro, 98, 95 Adobe Reader 9

MS Word 2003 Firefox 3.6

MS Excel 2003 McAfee Security Center

MS Access 2003 Open Office.org

MS Outlook Ubuntu Linux 8.04, 9.04

MS Power Point 2003 VM Ware Player

Employment Experience

FedEx Express: October 1981 - Present

Basic Electronic Repair Technician

* Received corporate award for technical excellence for resolving a

longstanding problem with mobile computers, saving the company hundreds of

man hours

* Calibrate/test with Bird Watt Meter to save time when diagnosing

radio write ups

* Worked independently in the field using corporate written procedures,

intranet website/blog and service manuals to install, maintain, diagnose,

troubleshoot, resolve, prioritize, and escalate complex hardware, software,

and network/RF connectivity issues to meet end user satisfaction

* Kept detailed records of initial Repair Request, equipment

repair/maintenance, parts replacement, FRU, and problem resolution

* Skilled at RJ-45, 75 ohm coax/mini coax, RJ-ll, and audio jack

connection termination

* Ability to lift 75lbs

Customer Service Professional

* Achieved excellent results for company metrics in a very time

sensitive, fast paced, high priority product (medical emergencies, aircraft

on ground, manufacturing plant down, etc.) environment

* Strong interpersonal, problem solving, multi tasking, and

organizational skills. Used tack and diplomacy when dealing with irate

customers

* Used appropriate resources (FedEx CRM, internet, manuals, and service

guides) to research and resolve customer issues

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