Customer Service Data Entry
Resume:
Brandon J. Taylor
Mesquite, TX 75149
*******@*****.***
SKILLS SUMMARY
Office Equipment
Ten Key, Image Scanner, Digital Camera, Personal Computer, Office Phone,
Copier, Calculator
Fax Machine
Personal Computer
Microsoft Word, Microsoft Outlook 2000, Microsoft Outlook 97, Windows ME,
Windows 98, Microsoft Outlook 2002, Software Installation,
Internet Explorer, Windows NT, Desktop Troubleshooting, Peripherals Trouble
Shooting, PDA configuration, Device Driver Troubleshooting, Microsoft
Outlook 98, Windows XP, DOS, Netscape Navigator, Windows 2000, Windows 95,
Desktop System Configuration, Microsoft Activesync
EDUCATION
Mesquite High/North Texas Job Corps High School
Diploma
PROFESSIONAL EXPERIENCE
GSI December 2007-Present
Help Desk Support Technician/Technical Analyst
. Answer incoming technical calls, respond to incoming technical emails
. Provided customer service including but not limited to: billing,
customer inquiries, general customer service through various web based
data entry applications
. Documented call summary with problem and resolution into the Remedy
front-end database
. Assisted customers in configuring various e-mails systems and web
browser applications
. Troubleshoot connectivity issues with various tools available
. Tracked outages, in order to assist our Network Control Group
. Tools used include internet knowledge base, Lotus Notes/Domino, Active
Directory
. RSA admin, support over 500 internal/external applications and
hardware, connectivity to Corporate/private/client networks via
Wireless, LAN, and VPN connections
SBC Internet Services January 2004-
September 2005
Second Tier Technical Analyst
. Resolved incoming second tier escalations regarding Digital Subscriber
Lines, ISDN and Dialup connectivity issues
. Provided customer service including but not limited to: billing,
customer escalations, general customer service through various web
based data entry applications
. Documented call summary with problem and resolution into the Vantive
front-end database
. Assisted customers in configuring various e-mails systems and web
browser applications
. Call Coached first tier support to ensure strict call flow procedures
were carried out accurately
. Provisioned new/existing customer's DSL service
. Provisioned static IP's for use in business class service
. Troubleshoot line issues with various telecom tools available
. Tracked network outages, in order to assist our Network Control Group
TelVista July 2003-November 2003
Case Management
. Answered technical support calls in a call center environment for a
major computer manufacturer's end users
Stream International February 2001-
January 2002
Case Management Supervisor
. Answered technical support calls in a call center environment for a
major computer manufacturer's end users
. Solved questions and problems with end users
. Resolved calls as second tier support case manager
. Initiated proper procedures, when a customer's unit was in need of
repair
. Processed major credit card and purchase order transactions for
related repair fees
. Oversaw and provided assistance with training and supervision of 21
new employees
. Assisted internal employees by participating on third tier support, to
help resolve issues beyond their scope of knowledge, on a related call
. Documented and logged all call details relating to problem and
resolution
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