Customer Service Sales Representative

Dustin Motley

** ******* *** *** *

E Lansdowne, Pa 19050

610-***-****.

OBJECTIVE:

Seeking a position in Help Desk/Technical Support where my extensive

experience will be further developed and utilized.

EXPERIENCE:

Pearson Vue, Bala Cynwyd, Pa

2006 - Present

Technical Support Representative

. Provided support to customers regarding Pearson Vue via telephone and

email. Issues range from pop up blockers, assisting with scheduling,

and logging in to our website.

. Troubleshooting with our Testing Centers either via telephone or

remote assistance. Issues range from connectivity, printer issues,

downloading and upgrading of our software, mapping of network drives.

. Record all phone calls and emails through our Adminitrack ticketing

system. .

. Identify, troubleshoot and resolve operational problems within area of

focus. Identify and suggest improvements.

. Use of Altiris and Gotoassist for remote access to test centers.

Computer Sciences Corporation (CSC), Newark, De

2004-2006

Help Desk Monitoring Analyst

. Monitor client WINTEL, UNIX,Voice and Data services

. Utilize integrity(IEMC G2) software to identify, isolate and track

outages

. Utilize CA Unicenter Service Desk (USD) and Remedy (ARS) ticketing

system to escalate server events and track resolution

. Perform system health checks.

. Test client website availability.

. Perform escalations when issues are encountered that have high impact

Comcast Cable New Castle, De

2001-2003

Online Customer Account Executive

. Answers all incoming phone calls in a professional and timely manner

. Identifies and resolves customer problems by collecting and analyzing

customer information and concerns

. Provides complete and accurate solutions within established timeframes

and guidelines

. Served as a sales representative for @comcast.net products and

services

. Troubleshoot computer/E-mail/cable modem problems with customer

. Managed multiple customer accounts including billing adjustments,

payment investigation and collections

. Consistently provided professional customer service to ensure

successful continuity in the cable industry

Education

Hampton University 1994-1997

Major Biology 101 credits completed.

COMPUTER SKILLS:

. Microsoft Word, Excel, Access, PowerPoint, Outlook Express.

. Microsoft Windows XP, Windows 95 and 98, Windows NT 3.51 Windows NT

Server 4.0

. Microsoft Office XP Professional and Home

. LAN/Wan connectivity, mapping network drives, Altiris, GotoAssist for

remote access

Contact this candidate