Customer Service Software

Mark Williams

**** ********** ****, *** #**

Davison, MI 48423

810-***-**** (Cell)

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

OBJECTIVE

To obtain a position in Tech Support/IT in which I can utilize my

skills with Microsoft software, my years of hands-on knowledge of hardware

and software installation/troubleshooting and years of customer service

experience.

SKILLS

. CompTIA A+ and Network+ certified

. Strong knowledge of MS-DOS, Microsoft Windows 98 through XP and the

Microsoft Office Suite

. Strong understanding of Windows-based PC setup, installation and

troubleshooting

. Familiar with XP Professional and Windows 2003 Server Active Directory

EDUCATION

Sullivan University Louisville, KY

2006-2007

MCSE certificate, GPA 4.0

. Graduated Summa Cum Laude

. Studies included prep work for A+, Network+ and all Windows 2003

Server certification tests needed to become an Microsoft Certified

Systems Engineer (M.C.S.E.)

. Currently pursuing my Microsoft MCP certification

University of Southern Indiana Evansville, IN

1987-1992

Bachelor of Arts, Psychology, GPA 3.6

. Along with my Major, studies included a variety of business courses,

computer hardware/software courses, programming and foreign language

training

EMPLOYMENT

Jewish/St. Mary & Elizabeth Hospital Louisville, KY

Dec 2008-July 2010

Desktop Support Analyst

. Support hospital personnel by troubleshooting various

hardware/software issues such as Windows issues, printer

installation/configuration and software setup/configuration

. Performed operating system updates on desktops and laptops.

. Re-imaged drives using Norton Ghost, re-installed software/hardware

configuration and reset computer accounts in Active Directory.

Upgraded Windows 2000 workstations to XP Professional

. Installed, set up and configured various software packages including

Lotus Notes, Microsoft Outlook and various other medical software used

by nurses/doctors on a daily basis

Electronic Data Systems (EDS) Fort Knox, KY Sept 2008-Dec

2008

Help Desk Analyst

. Work at the Customer Support Center (CSC) help desk located at Fort

Knox U.S. Army Recruiting Command Center doing tech support for the

24,000+ U.S. Army, National Guard and ROTC recruiters

. Use ticketing software to handle Level 1 issues with wireless

connectivity, laptop and LAN configuration and other general

troubleshooting of Army-based software issues

. Provide guidance and support to all levels of the recruiting process

from station level enlistment through the Entry Processing Centers

where the recruits prepare for Basic Training

Jabil Global Services Louisville, KY 2000-2008

Supervisor/Teamleader

. Repaired and upgraded a variety of consumer electronic products for

manufacturers such as Gateway, HP and Apple

. As supervisor, managed daily productivity of 15+ employees, ensuring

daily goals set by the customer were being met

Interspace Computers Louisville, KY 1999-2000

Repair Technician

. Performed in-house hardware upgrades and repair of customer systems

. Performed software troubleshooting and training on newly installed

software

. Worked on-site installing and troubleshooting network equipment

Kmart Corporation Louisville, KY 1998-

1999

Operations/Facilities Manager

. Managed the daily functioning of the store

. Oversaw the implementation/updates to merchandise displays & accuracy

of pricing to ensure competitiveness

Kmart Corporation Powderly, KY 1995-

1998

Hardlines Manager

. Managed daily functions of merchandising the store, including working

with vendors and suppliers to ensure proper sales position

. Monitored sales goals and implemented a strategy to maximize sell-thru

and maintain competitiveness

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