Customer Service Information Technology

Steven M. Hapeman ** Clover Place

Cheektowaga, Ny 14225

Phone 716-***-****

OBJECTIVE: To obtain an Information Technology position with a company

that will allow me the opportunity to gain experience and advance in the

company.

EDUCATION:

Erie Community College 1992-1994 AAS in Automotive Technology

Erie Community College Currently Enrolled Cisco Networking Academy

CERTIFICATIONS:

Comptia A+ Certification - currently pursuing by self study and in the

classroom

CCNA and CCENT- currently enrolled in Cisco Networking Academy at Erie

Community College

Dell (DCSE) Certifications for Portables and Desktops

INFORMATION TECHNOLOGY RELATED SKILLS

Current job responsibilities:

-Help Desk and Technical Support to the end user

-Set up appointments with customers to repair their computer

-Remove and replace hardware in the customers Dell Laptop and Desktop

computers

-Help diagnose problems if repair was not successful

-Document all work performed and provide excellent customer service to

customers

Current Career Education Skill Level:

-First semester of Cisco Networking academy / Learning the fundamentals of

Networking, including but not limited to Routers, Switches, Hubs, Cabling,

Connections, the OSI Model, Internet protocols, Etc.

Other Information Technology Related Skills:

-Experience supporting Windows Operating systems 9X, 2000, XP, Vista, and

Windows 7

-Knowledge of File Recovery and Backup practices

-Ability to support, install, update software, hardware components and

peripherals

-Knowledge of mail setup such as POP3, SMTP protocols

-Ability to setup a home or small office network, wired or wireless

-Knowledge of proper PC maintenance tools such as Disk Cleanup, Disk

Defrag, System restore, etc.

CAREER RELATED EXPERIENCE AND SKILLS

-Self motivated, able to diagnose and troubleshoot problems by researching

solutions on my own

-Proven ability to produce within a demanding work schedule

-I take it upon myself to diagnose and solve problems by doing the

necessary research.

-Proven good customer service and interpersonal skills

CUSTOMER SERVICE EXPERIENCE:

-Maintained good relationships with customers

-Answered phones and fulfilled customer needs...

EMPLOYMENT HISTORY:

7/10-Present Help Desk/Tech Support Synergy Global

Solutions

2/10-7/10 Computer Technician WWTS/Dell

11/08-02/10 Independent Driver Seko Worldwide

06/05-12/09 Independent Driver King's Express Inc.

9/97-06/05 Independent Driver Dave's Express Delivery

6/92-9/97 Counter person/Driver Car Quest Auto Parts

9/92-6/94 Auto Technician West Herr Ford

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate