Customer Service Software
Resume:
Kenneth McFadden
Decatur Georgia 30034
*********@********.***
SUMMARY OF QUALIFICATIONS
Objective: To acquire a full time position in a technical field with a company utilizing cutting edge
technology.
Extensive Experience in Computer Support and Troubleshooting Strong Customer Service Skills
Interpersonal Skill, Patient, Personable, and Receptive Easy to Work With; A Cooperative and
Supportive Colleague Committed to Team Building – virtual
and physical
HARDWARE EXPERIENCE
Dell Insparons/ Latitude D600 Laptop * Hewlett Packard and Gateway Pentium 3 & 4 / Gateway Pro *
Compaq Presario * Power Mac * Hewlett Packard - 3000 along with the 2567B/ 2566B/ 2663B series
printers * IMB Think Pad R40 / X40 / X60 / T60-P * Hewlett Packard LaserJet printers * Hewlett Packard
ScanJet 3 scanner * Tone Generator * Logic Probe * Weimuller cable tester * Symbol Hand PC Scanner
SOFTWARE EXPERIENCE
Windows 95, 98, 2000, XP, Vista and 7 * NT 4 * Mac 8.6 * Microsoft Exchange * Microsoft Outlook 97,
2000, XP, 2003, 2007 * GroupWise * Visio Professional/Technical * Adobe Photoshop 6.0, 7.0 * Macromedia
Dream Weaver, Flash * Homesite 4.5 * Bryce 2, 5 * Spybot Anti- Spy Ware * Xoft Spy Ware * Virus Scan
8.0 * Citrix 8.0 * Active Directory on Accounts * Sharepoint * Nort-tel phone systems
PROFESSIONAL EXPERIENCE
Anu Resources Inc., Atlanta Georgia
May 2008 – PRESENT
IT Constractor/ Lead Tech for WAMU/ CHASE Convergence
Lead a team to change the configuration of the teller workstations, from a circular appearance to a straight
line. The new configuration is critical for the teller station to know how the computers will distribute the
cash. Configure the layout and which computers will be on the right and which on the left.
Netabundance, Lacey Washington
December 2008 - PRESENT
IT Contractor/ Media Support / Team Coach
Implemented and operated a live 2day feed in Las Vegas on a presentation using Skype software, assisted in
supported a live webenar feed to 35 end users nation wide, assisted in developing a service to non-profits &
churches nation wide, edit sound file to mp3 format and loaded on website to for trainers and end users to
download, contact organizations and make present presentations about our service to board members
Generations of Care, Lacey Washington
March 2007- January 2009
State Certificated Caregiver
Assist clients with daily life functions, setup and administrate medications per Doctors orders, reordering
of medications, light housekeeping, meal preparation, and/or activities of daily living. Patients (residents)
range from dementia/Alzheimer’s disease, stroke victims, blindness, diabetics, high blood pressure, mild
Parkinson’s. Toileting and transferring patients use a gate belt on a daily bases.
Aditi Staffing, Redmond Washington
July 2007- February 2008
Contractor
Varolii HQ Seattle office IT Helpdesk team member provided technical support for 200+ users as part of
the support team. This includes receiving, prioritizing, documenting, and actively resolving end user help
requests, helped with migration to new domain.
Solve helpdesk requests from multiple channels and track all requests through the IT Helpdesk system.
Prioritize and schedule tasks. Escalate and assigned problems on high priority tickets to the
appropriately specialty technician.
Perform hands-on customer support including solving problems at the desktop level, installing and
upgrading software and hardware, implementing file backups, and configuring systems and
applications
Performing preventative maintenance in HW/SW replacement, upgrade, patch distribution, inventory and
services of workstations, equipments, printers, and peripherals
Administratively support Varolii Enterprise Applications including user access, administration,
installation and escalation.
Work closely with other IT and business team in application planning and deployment program
Provide on-call support and may coordinate on-call response efforts with other IT team members as
needed
Tek System, Bellevue Washington July
2006– November 2007
Contractor
Starbucks customer support for internal partners:
Supported new partners with the distribution of new Dell laptops, Blackberry’s
Supported partners with applications needed for their position
Processed Internet service requests for new partners
Help Desk support troubleshoot software and hardware
Cingular Wireless Contractor audit on servers and components
Fort Lewis Deployment team member replacing old PC’s, transferring user’s data to new Fujitsu Tablet
PC
Kenneth McFadden
Page 2
Robert Half Technology, Seattle Washington
September 2005 – June 2006
Contractor
Walgreens Install picture scanners at 16 different locations in Washington State
TRC Staffing, Bellevue Washington July
2004 – July 2005
Customer Care Specialist
AT & T Wireless contracted to support some of their 75 million customers with cell phone issues
Support cell phone customers with activation/cancellation, explained product features, rate plans, and
billing
Solved technical cell phone issues, over-the-air programming and roaming issues
Document customer’s complaints for future needs to better service customers
Diffuse irate customers while minimizing the company's churn rate while retaining existing customers
Interact with other departments and employees to satisfy customer's needs, while maintaining
departmental goals
Follow-up on customer complaints about service and/or products, worked to retain existing customers,
helped to determine customer’s billing options and service options
APEX, Bellevue Washington October
2003 - January 2004
Customer Support
Weyerhaeuser provide customer support during upgrades and replacement of internal computer systems
structure, allowing for increased productivity and faster network connectivity.
As part of a deployment team, retrieved computers and hardware from work locations
Retrieved data and ensured proper database correspondence with users
Replaced older computers and refreshed newer models to support Windows XP with automated image
back-up program
Connected remote access connectivity software (i.e. dial-up, VPN, MS Net meeting)
Verified computers to ensure user’s data was not corrupt, verified that the user’s schedules and contacts
were transferred into MS Outlook
Performed roll-out upgrade and tested software and hardware to workstation support for each users
software and hardware needs
Taught hardware and software system of new upgraded software to end users
PROLAB, Freemont Washington
October 2003 - December 2003
Scanner Operator
Responsible for processing film for a professional fast passed film processing company during the busy
Holiday season, allowing for continued profits from a large contract.
Duties include inspecting negatives for defects to prevent the jamming of scanners
Clean and inspect the scanner for shift production work, scanned negatives, inspected the scanned
images for defects then retouch for delivery
Process and package the printed images to specific criteria
NORTH SEATTLE COMMUNITY COLLEGE Seattle Washington
April 1998-September 2003
INSTRUCTOR (2000- 2002)
Taught Continuing Education classes in computer fields. Taught from beginners to advanced users, helping to
empower the individuals to become more computer literate.
* Introduction to the Internet * How to Buy a Home Computer * Beginning MS Outlook
* Troubleshooting Your Home PC
INFORMATION TECHNOLOGY APPLICATION SPECIALIST I (1999-2002)
Provide departmental coordination of the Service Response Center, while helping to update their web site,
allowing end user’s to educate them self on their systems. Provided support for users on different processes of
daily computerized and networking issues.
Service Response Center Lead, answered phones, troubleshooting, provided software and hardware
support
Dispatched technicians and team members to handle service orders in a timely manner
Assisted with upgrade and building of the help desk website, an provided information and assistance to
end users
Served as the High Tech Lab Manager, I provided students with assistance on various software,
hardware, and equipment issues
Provided campus-wide training for faculty and administrative users on their system software and
hardware, and taught internal classes on MS Outlook
INFORMATION TECHNOLOGY TECHNICIAN II (1996-1999)
Worked a on a team that supported all the computers & printers on the campus, at the same time keeping the
cost low and doing all the installations and repairs internally.
Maintain network printers and workstations throughout the district office
Trouble shot hardware and software problems on over 80 workstations providing MS Windows upgrade
and support
Relocation of workstations for network connectivity, configure and pull network wires for new
workstations
Answer district-wide help lines for troubleshooting and resetting of terminals for access to the mainframe
Maintain software and hardware for training room computers
Train users on various software programs
Set up equipment in conference rooms for electronic presentation
Assist with special projects, one of which was to repair and restore the district satellite system for use in
the tele-conference room
Kenneth McFadden
Page 3
EDUCATION AND TRAINING
North Seattle and Seattle Central Community College Seattle, Washington
United States Air Force, Sheppard Air Force Base
PROFESSIONAL CERTIFICATIONS
Certificate in Computer Service Technology Program
Completed an Air Cargo Specialist Certificate Career Architect
AT & T Wireless Certificate of Customer Care Training Program
HOBBIES
Photography - Former Vice-President of the African American Photography Association
Computer Graphics Artist Photo Restorations
Have been do graphics in production role to add in website and print media
Working in a graphic artist role on products to be sole to the public
Contact this candidate