Customer Service Ms Office
Resume:
Jonathan D. Finley
**** ******** ****, ******, ** 75249
********.********@*****.***
Summary
To obtain a full-time position in the Help Desk field, that will
enhance my 7 years of experience and current skills, and allow me
to grow within the company.
skills
Software
Proficient in: Microsoft Office 2003 and up
Proficient in: Active Directory
Support: Lotus Notes
Support: Dameware
Support: Blackberries and iPhones
Database: Remedy Ticketing System
7+ years of Help Desk experience and customer service
Extremely computer literate
Experience in call center environment
Great communication skills and phone demeanor
Highly Dependable and Trustworthy
Very Flexible with Scheduling
Experience
IT Help Desk Operator 2009-Present
Schneider Electric
Troubleshooting customer issues with laptops.
Re-Imaging laptops and adding/removing laptops from domain.
Installed programs such as CTC/Data mart, MS Office, etc.
Worked with customers remotely using Dameware
Created, worked, and closed tickets using BMC Service Desk.
Use Active directory to reset passwords, add users to groups,
grant and take back access for terminated employees.
Troubleshoot VPN issues
Troubleshot iPhone issues dealing with Exchange Server
Worked with MS Office on a daily basis
Help Desk Analyst 2005-2009
Texas Health Resource
Take and average of 60-80 calls per day.
Use and Troubleshoot HP Service Center.
Use Active Directory to view customer information and change
network passwords.
Change passwords and bump users off of sessions using Mainframe.
Remote access to customers PC's using LANDesk Management Suite.
Also changed passwords through Citrix Program Neighborhood.
Trained and troubleshot Epic Hyperspace.
Use SMS/Invision/Siemens to reset passwords.
Troubleshoot MS Office Suite 2003.
Use LANDesk deployment portal to install new programs.
100% in KB Utilization.
Top 5 in calls resolved
Use CMC to view and reset servers.
Tech Support Specialist 2002-2005
State Farm Support Center
Took an average of 100 calls per day-100% phone support.
Used troubleshot and supported Lotus Notes.
Troubleshot and Networked through Rumba to retrieve info and
reset passwords.
Used VPN to reset passwords for Windows
Verified agent's information for security purposes and gave out
new ID's.
Troubleshot and supported MS Office.
Backed up Word files for agents.
Used Net Op remote to obtain IP address to remote access their
computers.
Tracked trouble tickets using in house software.
Trained on blackberries to do hard resets.
Ordered new HP computers and walked the agents through the setup
Troubleshot HP printers and fixed minor paper jams.
Troubleshot POS agent's records and tracked the customer's policy
info.
Education
Dallas Can Academy 2002
Dallas, Texas
Diploma, Number 6 in class, with a 3.6 GPA.
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