Customer Service Office

NOLAN C. BOALES

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

Jacksonville, Florida 32221

904-***-****

*****.******@*******.***

OFFICE SERVICES/HELP DESK ASSOCIATE

Productive, high quality inbound services operations

End-User Support/Priority One Customer Service

User support specialist with 10 years of experience in troubleshooting,

escalation skills and problem resolution for network and data

communications in a call center or office environment. Efficient problem

solving and decision making skills to assist others in utilizing productive

programming techniques. Works well under pressure.

CORE STRENGTHS

. Computer Skills: Microsoft Office 2007, XP, Windows Vista and 2000

products; WIN XP, WIN NT and 2000 mainframe applications; Unix, Linux,

LAN/WAN, Lotus Notes/Domino, Citrix, iManage and Help Desk software

(i.e. Track-It!, RealVNC)

. Migrations and Upgrades

. Help Desk assistance; Priority One PC support

. Adept in troubleshooting technical hardware and business related

software issues

. Excellent organization and time management skills; Ability to

prioritize and delegate

. Proficient in analyzing problems and developing creative solutions

PROFESSIONAL WORK EXPERIENCE

Hinshaw & Culbertson LLP Jacksonville, Florida 2000-2009

Office Services Clerk/Technical Support

. Assisted application users by providing prompt responses, training

one-on-one and in groups, and in reactive and proactive problem

solving

. Investigated and resolved 95% of first-level inquiries using online

knowledge base and technical knowledge

. Prepared PowerPoint presentations for use in mediations, seminars

and trials

. Assisted IT Department with computer configurations and

implementation of new software

. Instrumental in firm wide migration of essential software

applications

. Maintained all office equipment including postage machines,

dictation utilities, fax machines, copiers, printers, computers,

scanners and servers

. Ordered all office supplies; Maintained all files and lists for

storage

. Filed and obtained documents at various courthouses for Federal and

County Courts

EDUCATION

University of North Florida AA

Degree

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