Customer Service Software
Resume:
Alynton D. Francois
Huntsville, AL 35824
********@*****.***
Qualification Highlights
Quality-focused IT professional four years of experience as help desk
technician, and software/hardware support specialist. Proven ability to
create and deliver solutions that meet corporate objectives tied to
business and technology performance. Comfortable operating in a wide range
of platforms and environments. Effective communicator; able to explain
complex processes in easy-to-understand terms for end users. Skilled in
proactive identification and resolution of critical systems/network issues.
Skills
Software: Windows 2000/XP/Vista/, Microsoft Office 97/2000/2003/2007,
Norton & McAfee Antivirus, Backup/Recover Drives, Remote Desktop, PC
Anywhere, Track-It, Adobe Photoshop, Adobe Acrobat, Microsoft Office (Word,
Excel, Outlook, PowerPoint).
Hardware: Proficient with most personal computer-based hardware. Can
build/debug/troubleshoot personal computers, install/remove components
(drives, motherboards, RAM, etc.) Familiar with the setup and operation of
printers, digital cameras, scanners, and most other personal computer-
oriented hardware. Mobile Armor (DataArmor, FileArmor, PolicyServer)
Experience
EMCO Technologies, Madison, AL 2009 -
Present
Mobile Armor / Help Desk Analyst
. Provides telephone support to end users on a variety of issues;
identifies, researches and resolves technical problems
. Responds to telephone calls, email and personnel requests for
technical support, tracks and monitors the problem to ensure a timely
resolution
. Resolves PC software configuration problems and remotely installs
software products or approved patches
. Troubleshoots computer problems, performs hardware and software
diagnostics and coordinates needed repairs
. Documents user's problems through the use of an online problem
management system including opening, updating status and closing
problem tickets
. Monitors problem ticket queue to ensure all assigned tasks are
completed within specified metric requirements
DirecTV, Huntsville, AL 2005 - 2009
Team Support Specialist
. Provides team support for answering agent questions and resolves
escalated customer service calls.
. Supports and assists in the education of team members on system
changes and enhancements.
. Assists Team Leaders in monitoring performance and helps identify when
a team member may require additional assistance and coaching from the
Team Leader.
. Assists Team Leader by reinforcing and explaining new call center
policy, procedures and initiative launches.
. Viewed as the CSR subject matter expert for new roll-outs and helps
distribute information among the team to ensure understanding and
awareness.
Ennix-Jones Ctr, Nashville, TN 2005 - 2005
Technical Consultant
Managed broad range of installation, upgrade, roll-out, and troubleshooting
projects for Windows-based networks, with focus on computer/network
systems.
. Systems Upgrade - Improved stability and performance of system and
network by upgrading Windows 98 to Windows XP Professional; saved
all customer data on existing PCs, built new computers, migrating
existing applications, and customizing configuration settings.
. Application Implementation - Enhanced remote access through
installation and configuration of VPN, Remote Desktop, and Remotely
Anywhere PC Anywhere.
Office Depot, Huntsville, AL 2003 - 2006
CSR/Technology
. Responsible for responding to phone calls by listening empathetically to
the customer.
. Developed reputation for prompt, efficient service with high level of
accuracy.
. Performed merchandising and sales responsibilities in Technology
Department.
Oakwood College/Technology, Huntsville, AL 2001 - 2004
Help Desk Supervisor
Functioned as member of network team handling over 500 calls per day, which
represented over 2 thousand-plus PCs and diverse group of end users.
Evaluated callers needs and entered work orders into Track-IT. Managed
various areas of support included broadband connectivity, account
provisioning, email (Outlook, Outlook Express) and Windows installation,
configuration, and upgrade issues. Maintained and monitored support for all
TCP/IP network configurations.
. Customer Support & Satisfaction - Achieved high level of customer
satisfaction through patient, methodical approach to problem
resolution, with majority of calls resolved within company's 10-
minute requirement. Turned around tense situations with irate
customers into positive outcomes.
. Professional Development - Expanded background knowledge in Windows,
Mac, and email implementations and reconfigurations.
Certifications
2004 - Microsoft Word 2002 Core, Microsoft Corporation
2004 - Microsoft Excel 2002 Core, Microsoft Corporation
2009 - MCP Microsoft Certified Professional (Supporting Users and
Troubleshooting an XP OS)
Education
Oakwood University, Huntsville, AL 2005
B.S. Computer Information Systems
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