Customer Service Quality Assurance

Brooks Dunham

*** * ******* **** • Kansas City, MO 64114

913-***-**** • abkc7b@r.postjobfree.com

OBJECTIVE

Seeking a Help Desk/Customer Service position where my technical training, problem solving abilities,

and communication skills will be utilized to increase overall company efficiency.

SUMMARY OF QUALIFICATIONS

• In depth knowledge of TCP/IP; technical skills in hardware, networking, and Windows operating

systems.

• Certifications: A+

• Currently working towards MCSA / MCSE / MCTS certifications

• 10+ years of experience in challenging customer service environments.

• Recognized by current and previous employers for communication and problem solving skills with

internal and external customers.

TECHNICAL SKILLS

MS Windows Server 2003, Windows XP, and Windows Vista; Active Directory, Hardware/Software

Troubleshooting, LAN/WAN, TCP/IP, Cabling, Microsoft Word, Excel, PowerPoint.

TECHNICAL TRAINING

Centriq Training, Leawood, KS 05/2009 – 08/2009

Network Administrator Program

• Technical Competencies:

- Installing and supporting Windows XP/2003 in virtual environment.

- Basic configuration of the Desktop and IE.

- Configuring, managing, and maintaining hardware.

- Creating users and groups in a domain and on local machines.

- Managing a network with local and group policies.

- Planning and designing a network environment.

- Installing, configuring, and managing WSUS.

- Knowledgeable in security, optimizing server performance, and troubleshooting, disaster

recovery, and printer management.

• Professional IT Project Experience (virtualized and non-virtualized):

- Designed, planned, and implemented a Windows 2003 Enterprise domain structure for a

corporation.

- Designed, built and implemented a network infrastructure that connected two separate

business entities in multiple networks.

• Soft Skills Training:

- Customer Service; Communication; Influence; Conflict Management; Telephone and E-

mail Etiquette.

PROFESSIONAL EXPERIENCE

April 2002 – December 2008 Circuit City Stores

Computer Support Technician and Car Installation Supervisor- Overland

Park., Kansas

• Identified, diagnosed and repaired customer’s personal computers from

hardware to software.

• Provided resolution to computer issues in person and over the phone

• Assisted customers with finding the most efficient and appropriate

solutions for their hardware/software needs.

• Enhanced selling skills earning high percentage sales and service

awards.

• Acquired broad knowledge of the maintenance, installation, and

troubleshooting of direct current 12 volt systems.

August 2001 – November 2001 Sprint LDD

Network Operations Specialist II - Overland Park., Kansas

Duties of a Network Operations Specialist I, as well as:

• Responsible for the specific technologies involved with daily transport

operations and surveillance of Sprint’s fiber optic backbone.

• Isolating and troubleshooting impairments and outages for traffic-

bearing DS3 to OC48 level equipment.

• Isolating and troubleshooting real-time alarms, impairments, and

outages.

October 2000 – August 2001 TekSystems (contractor at Sprint LDD)

Network Operations Specialist I - Overland Park., Kansas

• Surveillance and network management operations of Alcatel and NEC

SONET, Ciena and Pirelli DWDM.

• Performed quality assurance tests on newly installed SONET rings and

DWDM equipment.

• Work in a 24x7 team oriented help-desk center environment.

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