Customer Service Technical Support

Dale Adkins

Ph# 801-***-**** cell

**** ***** ******** ******, ************, UT 84123

PROFESSIONAL SUMMARY

* *************** ******* ******** ******* and technical support representative for over 10

years.

2 Team focused, highly adaptable, and results-oriented with an aptitude for fast learning.

1 Completed A+, Net+, MCSE 2000, CCNA, and HTML.

TECHNICAL SKILLS

3 Platforms: Microsoft Windows 98/XP, Vista, 2000/2003 Server, Windows 7, Apple OS/X

4 Networking: LAN, WAN, TCPIP, DNS, DHCP, VPN, Wi-Fi, Routers, VOIP, Citrix

5 Software: Microsoft Office for PC and OS/X, Microsoft Outlook, Adobe Master Collection Suite

(Photoshop, Dreamweaver, Illustrator, Acrobat, etc.)

1 Hardware: PC workstations and servers, including: CPUs,

motherboards, memory, NIC, SCSI, and various input-output devices

(including networked and workstation printers, large-format printers,

external MIDI audio interface hardware, RAID and network-based

storage and backup solutions). Apple hardware (both Intel and non-

Intel-based systems) including Mac Pro, MacBook and MacBook

Pro, iMac, and Mac Mini systems; Apple Cinema-series monitors,

2 Other: Wiring for Cat5 networks

PROFESSIONAL EXPERIENCE

Customer Care/ Tech Support March 2010 to Present

Apple Inc. – HBA SLC Utah

• Inbound calls for AppleCare supporting iTouch, iPad and iPhone devices.

• Tech solutions and AppleCare sales.

• Support HowTo’s of a device.

• Support OS troubleshooting (resetting, restoring and backing up)

• Hardware repair setup and shipping.

Tech Support/ Support Analyst April 2007 to November 2009

Art Institute of Seattle – Seattle, WA (part of EDMC Corp.)

EDMC - Education Management Corporation –Pittsburgh, PA.

• Inventory control of Student and Administration-side equipment.

• Hands on service to Students, Faculty and Staff.

• New deployment, upgrades, and transfers.

• Trouble shooting Mac, PC & Network issues for both Administration and Student side.

• New image deployment and general clean up during breaks.

• Laptop and desktop maintenance.

• Printer support and setup for Administration and Student side.

• Siemens 5000 phone system.

• General appearance and clean up of mobile equipment.

• Installation and calibration of Smart board technology.

• Projector maintenance and replacement.

• Issuing of security badges and key card access.

• Student-side lab supervision.

• Guidance and task assignment for student workers.

• Inventorying and de-inventorying of new and old equipment.

• Proper disposal of old technology.

• Provide basic education to Faculty on use of classroom equipment and CCA.

• Work with students on accessing student wireless connection.

• Remote user support for VPN, Verizon wireless and Blackberry’s.

• Account provisioning and deletion of end-user accounts for all database access.

• Processed UARFs for Adds, Modifies, Transfers, Renames and Deletes.

• Getting approvals and setting up Email forwards, system access and files transfers for Termed Users.

• Answer incoming calls from 80+ schools and EDMC Eastern and Central Staff.

• First call resolution, call routing and escalations to other departments when needed.

• Password resets for AD, CARS, Lawson, e-Time, Banner, Policy IQ, etc.

• Printer add/deletes and troubleshooting for AD, Citrix, CampusVue and CARS software.

• Remote desktop support and shadowing.

• VPN, Internet, and Email setup and troubleshooting for Mac and PC.

• Communicate, collaborate and assign issues out to other departments.

• Send out priority 1 and 2 email and pages for outages and job halting events for critical and non-critical

systems as well as individual technical or system malfunctions.

• AD account and permissions troubleshooting.

• Creation and modifying of Distributing Groups.

• Setup of teleconferences via internal Conference Client or AT&T via MS Outlook.

• Monitor emails and assign work orders to appropriate departments.

• Monitor voice messages left on the EDMC Escalation line.

IT Support April 2006 to Oct 2006

Hilton Garden Inn JFK Airport – Jamaica, NY

Four Points by Sheraton - Pittsburgh, PA

Holiday Inn – Pittsburgh, PA

• Interim Controller providing HR, Payroll, A/R and A/P support.

• Provided customer assistance and education on printer-on utility.

• Troubleshoot any computer/electronic interface devices: i.e. ADP Time Clock, etc

• Purchase, install, setup new file server w/MS2003.

• Ran Cat5 for Dual Layer Wan interface for load balancing with static IPs for meeting areas.

Tech Support – Cable Vision May 2006 to June 2006

CCN Agency – Manhattan, NY

• Providing customers with level 2 technical support for Internet service.

• Providing over the phone assistance/education with mail clients and networking.

Customer Service Representative October 2005 to March 2006

Aetna Insurance – Pharmacy Helpline, Pompano Beach, FL

1 Assisted Providers with claim adjudication/technical support.

2 Provided customer support to members and associate departments.

3 Assisted with escalated calls and floor walkers.

EDUCATION

Bluefield State College

BA Degree Business- Management/CIS - Concentration in Psychology

Community health advocate for individuals faced with life threatening illness.

MCVETC

Associates Degree in Electronics

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