Customer Service Representative

Shawn Springer

*** ********* ***** ( Smyrna, GA 30080 ( C: 404-***-**** (

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

Experienced Help Desk Technician

. Recognized with a promotion to Manager for consistently exhibiting

innovation and for maintaining a 95% customer satisfaction

. Consistently maintained an 85%- 95% on customer satisfaction surveys

. Selected by peers to receive the Employee of the Quarter Award for

outstanding customer service and exceptional customer satisfaction

scores

Technical Skills

Microsoft Office XP MS Windows Vista, XP, NT Certified Microsoft Office

User Specialist 2003 Windows Server 2008

Active Directory UNIX-Solaris Norton Utilities 14 McAfee 4.0

NetMeeting Adobe Acrobat 6.0

Education

Master of Arts in Instructional Technologies San Francisco State

University, San Francisco

Bachelor of Arts in Psychology Clark Atlanta University, Atlanta, GA

Relevant Work Experience

GA National Guard Headquarters Ellenwood, GA

Oct 2008 to Present

Computer Technician

. Provide telephone technical support to over 500 internal and external

users throughout the state of Georgia

. Ensure that 85% of customer calls resolved within first 7-10 min- less

than 10% of calls sent to escalation

. Responsible for 100% of Kiosk related customer issues-95% of issues

resolved within 5-7 min of call

Info Technologies (Consultant- AIG Insurance) Alpharetta, GA

May 2008- Oct 2008

Training Consultant

. Developed training plan Software/Hardware training for companywide

migration

. Delivered SW/HW training to employees in various departments following

the training plan

. Provided technical support to employees at the completion of training

in-person and remotely

Akila, Inc. (Consultant - First Republic Bank) San Francisco, CA

Jun 2001 to Sep 2002

Help Desk Technician

. Responsible for assisting clients with account setup inducing

setting/resetting passwords

. Answered an average of three hundred customer calls in a day through a

call center queue

. Assisted with the design and development of various web-base training

initiatives

Pilot Network Services Alameda, CA Jun

2000 to Mar 2001

Customer Service Representative

. Provide telephone support using a UNIX-Solaris/Win NT platform

. Troubleshoot networking firewalls, DNS, proxy servers, routers, news

servers, mail servers and T-1 lines

. Evaluate network integrity using various computer/networking

diagnostic tools

Shawn Springer ( Page 2 ( C: 404-***-**** (

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

Relevant Work Experience (cont.)

Tech USA (Consultant- USWEST Communications) Scottsdale, AZ

Sep 1999 to Jun 2000

Computer Communications Technician

. Provide technical assistance via telephone support for DSL telephone

accounts

. Trouble shoot computer/DSL configurations to resolve customer

questions, complaints and issues

. Evaluate telephone line and computer integrity using various

telephone/computer diagnostic tools

American Computer Group Tempe, AZ Sep

1998 to Sep 1999

Customer Service Representative

. Serve as a account manager working with the client, internal employee

and third part vendors

. Assist in the conversion of files from various formats to a standard

format

. Coordinate collection and processing of data on various forms of media

Standard Textile Company Cincinnati, OH

Apr 1997 to Jun 1998

PC Application Specialist

. Provided technical assistance via phone to resolve customer questions,

complaints and issues

. Developed computer training curriculum for remote customers, internal

and external employees

. Tested and installed propriety SW and manufacture SW/HW prior to

shipping to clients

military

U.S. Army National Guard St. Croix, VI

Honorable Discharge (1991 - 1996)

Health Care Specialist Marietta, GA 2005 to

Present

. Assist with outpatient and inpatient care and treatment by

interviewing patients and recording their medical histories

. Take patients' vital signs in conjunction with collecting and

preparing blood samples for laboratory analysis

. Administer inoculations, medications, treatments, and start and

discontinue IVs to patients

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