Customer Service Technician

*****-* ****** ******** **. 850-***-**** Cell /251-***-****

Home

Bay Minette, AL

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

Sandy Smith

Objective: Put to use my extensive experience, education, and drive for a

firm that will give me an opportunity to grow through success.

Experience: 13 years of computer repair, networking, and software

management

11 years of direct technical support and customer service

6 years personnel management and training

Education: Associate of Information Technology/Networking & Security

Management

* Networking I & II

Routers I & II

* Advanced Communications Advanced Network

Operating Systems

* Network Scripting

Novell Network OS

* Network Security I & II

Network Defense and Countermeasures

* Windows Professional

Windows Server

History: 1999 - Present Owner, Sales, Technical Burnout

Technologies

> Custom built desktop computer systems

> Perform troubleshooting and repair on computers

> Upgrade and replacement of hardware and software

> Engineering wireless and wired home networks

> Instruct customers on basic computer software and

applications

2005-2006, 2008-2010 Floater Technician, Trainer

IBM/Sedona Group

> Established schedule with State Farm Agent for upcoming

Upgrades

> Backups to server of all user accounts

> Removal of sensitive data and software from old systems

> Removal and shipping of computers and peripherals upgraded

> Installation of new computers and peripherals

> Installation of software and data transfers from server

> Trained State Farm staff on new machines and software

> Trained Sedona new hires of proper job installation

procedures

2008-2009 Senior Technician

AT&T/Eccocomp

> Established schedule with AT&T Client for

repair/installation

> Install AT&T DSL lines for residential and commercial use

> Test and troubleshoot existing DSL installations per client

> Diagnose DSL, Network, or computer related issues and relay

to client

> Establish network with wireless capability per customer

preference(s)

> Instruct client on proper function ability of network and

DSL service

> Close ticket through AT&T and Eccocomp call centers

2008-2008 System Administrator Personnel

Management Inc.

> Upgrade and repair 160 locally used computers

> Install software upgrades for new and existing machines

> Maintain 17 servers (email, software, webpage)

> Maintain user accounts for 150+ employees with permissions

> Upgrade and maintenance for 6 copier and 80+ printers

> Created spreadsheet inventory and file system on all

existing copiers, printers, cameras, and computers

throughout 8 locations

2007-2008 Dell and Gateway Technician

ASM

> Dell certified technician

> Established schedule with client for upgrade or repair

> Troubleshoot pc/laptop and installed parts

> Verified pc/laptop performance, if not repaired, contacted

Dell support to order different or more parts as necessary

> Confirmed with client pc/laptop was functioning properly

> Closed call via Dell call center

2006-2007 Customer Support Technician

Integrated Business Systems

> Contacted client via email or phone to diagnose and

troubleshoot existing network, hardware, or software issues

through call center queue

> Trained client on software and hardware use as applicable

> Remote access through VPN or HTML to client computer or

server to observe, train, troubleshoot, and repair

established ticket

> Updated system as call was closed, or upgraded status of

ticket to level 3 support

> 24 hour on call status for all 1800 golf course clients 4-6

times per month including weekends

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