Customer Service Technical Support

Kyle Robertson

**** ****** **** *****

Canal Winchester, Ohio 43110

Contact: 614-***-**** Email: ***************@*****.***

Summary_____________________________________________________________________

_______

Three plus years of support experience ranging from troubleshooting web

applications to extensive corporate video experience. Currently obtaining

certifications in A+ and Network +. Future positions will enable me to

utilize my skills with an emphasis on gaining technical knowledge and

providing the high level of customer service.

Experience__________________________________________________________________

_________

Time Warner Cable

2010-Present

Tier III Technician

. Provide technical support for all Time Warner Cable products and

services.

. Troubleshoot home networking, operating systems, and devices.

. Use remedy and OMSe ticketing systems for all digital phone issues

. Log all calls and schedule trouble appointments to determine the outcome

Gap Inc. Direct

2009-2010

Merchandise Processor

. Picked/Pack merchandise to be processed for entire shift

. Stood 90% of 10hr Shift

. Maintained a 95% percent accuracy for all duties

State of Ohio, Office of Information Tech. (OAKS),

2007-2009

Technical Support Agent

. Supported the Ohio Administrative Knowledge System web based Application

powered by PeopleSoft which included Human Capital Management (HCM),

Financials, Customer Relationship Management (CRM), and Enterprise

Performance Management (EPM).

. Troubleshooting consisted of logging in, functional errors, navigational

paths, password resets, how to's, and training with job aids.

. Created cases/tickets for error messages that are not fixable by helpdesk

and escalate them to tier 2 or 3 helpdesk. .

. Conduct problem solving techniques to identify the main problem source

. Windows operating system (2000, XP, Vista) with basic computer hardware,

(PC's and Printers)

Team Omega Inc.,

2007-2009

Production Assistant

. Assist the organization with corporate videos and film projects

. Set up equipment for productions with cameras, switchers, and audio

boards

. Shoot films with varying compositions

Education___________________________________________________________________

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. New Horizons Computer Learning Center

Nov 2009-Present

. Bachelors of Arts, Otterbein College; Major: Broadcasting

June 2007

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