Customer Service Technical Support

Patrick Petrey

*** ******** ** - ******, ** ***** - 419-***-****

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

CAREER OBJECTIVE

Challenging position in Information and Communication Technology, with a

progressive organization that recognizes outstanding performance and

uncommon dedication

Seeking opportunity with potential for career growth

HIGHLIGHTS of QUALIFICATIONS

. 10+ years of experience in the Customer Service Industry.

. 5+ years of experience in the Technical Support Industry.

. 2+ years of experience working with the general public supporting both

high speed and dial up internet connections as well as troubleshooting

customers telephony services.

. Able to manage multiple projects simultaneously while meeting all

deadlines.

. Creative at using technical and soft skills to reach satisfactory

resolution of client problems.

. Genuinely passionate about and dedicated to my career in IT.

. Highly motivated, results oriented, performance driven.

. US Resident.

TECHNICAL PROFILE

Skills

ORACLE 9i Administration

PC Hardware

Windows Active Directory

Lotus Notes

Windows 9X/XP

TCP/IP

VPN

Microsoft Office

EDUCATION

. Owens Community College, Perrysburg, OH

. Statzenberger College, Toledo, OH

. Terra Community College, Fremont, OH

. USAF Technical School, Goodfellow AFB, San Angelo, TX

. Norwalk High School, Norwalk, OH

PROFESIONAL EXPERIENCE

Help Desk Analyst August

2009 - October 2009

Kingston Healthcare Company, Toledo, OH

Taking both Tier 1 and Tier 2 calls from 12 facilities.

Provided technical support for all hardware and software issues.

Technical Support Specialist

August 2006 - June 2009

Tech Team Global, Southfield, MI

Taking both Tier 1 and Tier 2 support calls.

Troubleshooting computer and application problems.

Interacting with Corporate Cell Phone Support for Verizon, AT&T and Sprint.

Routing issues to local technical support when unable to solve over the

phone.

Named Desktop Lead Technician for all desktop support calls.

Technical Support Specialist

July 2004 - August 2006

Comcast Cable, Ann Arbor, MI

Taking incoming phone calls for high speed internet support.

Taking incoming calls for digital telephony support.

Provide support for customers experiencing trouble with either high speed

internet connections or telephony service.

Customer Liaison May

2003 - March 2004

Siemens Business Services, Toledo, OH

Working with Owens Corning to deploy new laptops.

Train users on the use of new hardware and software.

Answer users questions about new laptops.

Create and manage forms and training material for users.

Technical Support

November 2002 - May 2003

CISP, Toledo, OH

Phone support for Dial Up ISP Service.

Assist with Billing Calls

Technical Customer Service Representative November

2001 - November 2002

Convergys, Toledo,OH

Troubleshoot cable internet and e-mail problems

Answer billing and other general questions.

Credit and Activations Rep October

1999 - October 2001

Alltel Communications, Maumee,OH

Assist sales force in 11 markets

Run and analyze credit reports

Enter information relative to cellular phone service into company billing

system.

Assist in Customer Service Calls.

Contact this candidate