Customer Service Software
Resume:
Michael Jason Hughes
Peoria, IL 61604
abkmtm@r.postjobfree.com
ABOUT
Customer focused Help Desk Associate with education and training in supporting software and hardware
systems. Ability to integrate computer skills, customer support, and networking concepts to exceed technical
business requirements and customer expectations. Valued by employers for competency, ingenuity, and efficiency.
EDUCATION
Associate of Applied Science: Network Administration
Kaplan University, Urbandale, IA July 2009 - July 2010
• Cumulative GPA: 3.95 / 4.0
SKILLS
Network Administration Networking Concepts Programming
TCP/IP & Network Communication Customer Service Call Center
Computer Support Website Development Leadership
EXPERIENCE
Service Consultant
Kinetic Concepts Inc, Peoria, IL December 2005-Present
• Support KCI’s product line by delivering and servicing specialty hospital beds aimed at providing unique
therapy solutions to specific patient issues. Respond to service requests to diagnose and resolve
hardware and software issues over the phone and in the field. Prepare written summaries and technical
recommendations for completed and outstanding service requests. Implement software and hardware
upgrades to KCI's product line. Take after hours phone calls to provide technical support as a participant
of KCI's rotating on-call schedule.
Call Center Operator
Universal Dealer Consultants, San Diego, CA July 2001-
July 2005
• Answered incoming calls - average 60 per day - resolving issues with customers for 6 car dealerships.
MILITARY EXPERIENCE
Air Traffic Control Tower Supervisor
United States Navy, San Diego, CA October 1994-June 2001
• Ensured safe and orderly flow of air traffic within controlled airspace in accordance with Federal Aviation
Administration regulations. Managed team of 6 air traffic controllers with over 100 operations per day.
Utilized radar to provide air traffic services to aircraft operating in the vicinity. Assisted with collision
avoidance by applying specific separation rules. Provided aeronautical and/or combat specific information
to pilots as part of pre-flight briefings.
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