Customer Service Support

Catherine A. Walker

*** **** ****** **. ( Philadelphia PA 19144 ( 215-***-**** (

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

Information Technology Specialist

INFORMATION TECHNOLOGY SPECIALIST EXPERIENCED WITH SKILLS TO EXECUTE

VARIOUS TECHNICAL DUTIES. WORKING HANDS-ON FOR FIVE PLUS YEARS I'VE

PARTICIPATED IN HARDWARE DEPLOYMENTS, DESKTOP SUPPORT, LAPTOP/DESKTOP

IMAGING ALSO PROVIDING TELEPHONE CUSTOMER/CLIENT SUPPORT.

Key Skills

- Superior Customer Service - Telephone Support - Savvy MS Office Suite

-CRM Management user

- Hardware - Networking/Server - Remote Support

Support/Installation Support - Internet/Wireless

- Software Connections

Support/Installation

Employer Summary

IBM Marlton, Inc. (Marlton, NJ) - Customer Engineer, 2007 to Present

Traveled to Client locations with the customer always in mind first. Working

with a team participating in equipment deployments, Network/Computer Hardware

setups, Software Installations/support including Avya Phone setup.

Quest Diagnostics, (West Norristown, PA) - Second-Level Help Desk Support

4/08 to 2/10

Supported in-house users on a national level providing 100 percent phone

support for more than 1000 plus users. Reset passwords for over 100 different

software's, add/removed Active Directory users, VPN support, Employee Self

Service support and training including working with other help desk levels to

resolve issues in a timely manner.

TeleQ Network Solutions, (King Of Prussia, PA) - Level One Help Desk Support,

4/06 to 3/08

Provided local telephone Client Service Support on PC's, Laptops, Servers and

Email. Escalated Unresolved

service issues to technician's schedules through a ticketing system. Also

monitored Back Up Exec (2000-2003)

PSI Group, (Muhlenberg, PA) - Technical Floor Support, 8/05 to 10/05

Worked on a technical support team for a production line. Resolved downtown

time issues repairing

Mail machines, Circuit board changes, belts, mechanical parts including

printers.

Career Highlight

ComPuKat Computer Consulting (2005 to Present) ( Community Home User

Support

ComPuKat is a family oriented business that supports home users within the

tri-state community. Refurbishing computers to help provide PC's to low

income families. In addition repair broken PC's at very little cost.

Education

Pace Institute (Reading, PA) - A.A. Electronics & Network Admin., 1994

Q. B. Enterprise (Philadelphia, PA) - Information Technology Intern 3/02 to

9/04

Extensive hands-on work in LAN, PC setup, Wiring, AD account setup as well as

Windows Sever Management.

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