Technical Support Service
Resume:
Mankarpae B. Mahn
**** ********** ***** ********, **** 43229
Contact: 614-***-****
******@*****.***
Objective: I am seeking to gain employment in an area where my skills will
be challenged and new learning opportunities are available and where I can
apply my diverse skills and background while contributing to the success of
my employer.
Education:
Euless Trinity High School, 2000: GPA 3.5
The University of Akron, 2002-2004
Employment History:
09/2009-Present EchoStar c/o Dish Network
3315 Mill Meadow Dr. Hilliard, Ohio 43026
Advanced Technical Support Representative (September 2009-Present)
. Accurately respond to escalated questions and assist customers with
product features, installation, setup, troubleshooting and hardware
operations
. Provides quality customer and technical service through one-call
resolution and establishing long-term customer relationships
.
OJT Service Representative (September 2008-September 2009)
. Develops New Hire Agents
. Demonstrates live calls
. Practicing role playing and calls with trainee
. Certifies new agents on call handling skills
. Performs hands on practice with new agent on equipment and computer
software
. Provides floor support during the first weeks the trainee is on the
floor
. Focuses on applying learning objectives from the classroom to the
customer experience
. Assists with the knowledge transfer during the on the job training
process
. Conducts discussions on the new agent's call performance and provide
constructive feedback
. Works with a small group of agents to provide answers to questions,
side by side monitoring
.
Technical Support Representative (June 2008-September 2008)
. Provide technical support service through one-call resolution to
establish a long-term customer relation.
. Assist customers with billing and payments.
. Sell customers entertainment products and services as well as hardware
systems and accessories.
12/2005-06/2008 MBM Security Services, LLC (Self Employed)
5638 Emporium Square Columbus, OH 43231
. Provide security services and additional staff for various
establishments (including bars, clubs and other venues or private
events)
09/2004-12/2005 Wackenhut Security
1418 Brice Rd. Reynoldsburg, OH 43068
. Conduct armed foot and/or vehicle patrol (interior and exterior)
. Control access/admission to facilities and monitor alarm systems
. Compose reports and incident documents nightly
. Carry, display, and use firearms and/or other less than lethal
devices, in the performance of duties, when necessary, and in
accordance with policy
.
09/2003-09/2004 FedEx Ground Shipping Services
3201 Columbia Road, Richfield, OH
. Loading or unloading small packages
. Lifting, carrying, pushing and pulling packages up to 100 pounds in
weight, and up to 150 pounds with a helper in a standing position
.
01-2002-09/2003 MBNA Marketing Systems dba Bank of America
388 S. Main Street Akron, OH 44311
. Manage communications to and from existing customers including phone,
email and mail responses
. Resolve issues regarding enrollment in our service that require
contact to the prospective customers to obtain additional information
. Explain products to prospective customers to effectively sell our
clients services and answer questions from existing customers
. Process new customer enrollments
05/2000-01/2002 The City of Atlanta Police Department
226 Peachtree St. SW Atlanta, GA 30303
. Reconciles departmental records with budgetary ledgers and
independently resolves discrepancies as needed
. Personally takes care of many diverse matters and questions, including
answering questions that could require some research and technical
knowledge. Routes misdirected calls to the appropriate individual or
handles the call when necessary
. Protect and maintain verbal and written CONFIDENTIAL information.
Uses good judgment in determining the sensitivity of information
. Issued public information and routed Media contacts
. General correspondence and file maintenance
References available upon request
Contact this candidate