Customer Service Technician

Adam Ball

**** ***** *** *-****: ****.****@*****.***

Savannah, GA 31415 Cell: 912-***-****

Summary

A RECENT DEVRY UNIVERSITY GRADUATE WITH A BROAD ACADEMIC BACKGROUND IN IT.

OVER 5 YEARS OF HANDS-ON EXPERIENCE IN CUSTOMER SERVICE, PROBLEM

DETERMINATION AND TRIAGE, AND TROUBLESHOOTING. HIGHLY ACCUSTOMED TO

PROVIDING AFTER HOURS ON-CALL SUPPORT. EXCELLENT PEOPLE SKILLS AND A

PRACTICED ABILITY TO COLLECT INFORMATION FROM AND EFFECTIVELY COMMUNICATE

WITH NON-TECHNICAL ENTITIES. PASSIONATE ABOUT PROBLEM SOLVING WITH A KEEN

ATTENTION TO DETAIL AND ORGANIZATION.

Technology Summary

SYSTEMS: THEOS, WINDOWS NT/2000/XP/VISTA/7

Databases: Oracle, MS Access, Relational Databases

Languages: Visual Basic, PL/SQL, SQL+, HTML, PHP, CSS, Java

Software: MS Visual Basic, MS Office (Word, Excel, Access, Outlook,

PowerPoint), MS Visio, Macromedia Dreamweaver.

Education

DEVRY UNIVERSITY, ONLINE, 2007 - 2010

Bachelor of Science in Computer Information Systems

Armstrong Atlantic University - Savannah, GA, 2005 - 2006

One year studying software engineering in Java and PHP

Mercer University - Macon, GA, 2004 - 2005

One year studying psychology and human interaction

Professional Experience

AIR THERM COMPANY, SAVANNAH, GA (JULY 2002 - PRESENT)

Senior Technician (7/06 - Present)

Senior technician responsible for troubleshooting and repair of heating and

air conditioning systems and the controls necessary to operate them. Also

serves as primary customer service liaison.

. Tier 2 and 3 support.

. Responsible for collecting, filtering, and condensing information from

non-technical and lay sources.

. Control software diagnosis and debugging.

. Low-voltage and DC-voltage hardware troubleshooting.

. Required to thoroughly document all activity.

. Responsible for proactively researching and maintaining up-to-date

information on problem determination practices.

. Responsible for training and overseeing an apprentice technician

. Customer service representative and liaison between clients and senior

staff.

Apprentice Technician (7/02 - 7/05; part-time)

Apprentice to the senior technician

. Tier 1 and 2 support.

. Responsible for problem determination and triage.

. Required to document and maintain customer status, concerns, and issues.

Relevant Coursework

GROUP EXPERIENCE

. Developed professional communication skills specifically tailored for

working in collaborative groups. Utilized Microsoft PowerPoint and

Visio.

Databases

. Extensively studied and practiced PL/SQL coding and query structure,

with an emphasis on the Oracle 10g database.

Web Design

. Built web-based software with database interaction in both Visual

Basic (with MS Access) and Macromedia Dreamweaver (using PHP, and

MySQL, and CSS).

Object Oriented Programming

. Studied and trained extensively in OOP, specifically Java and Visual

Basic.

References available upon request

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