Customer Service Training

CHARLES J. BOAT

**** **** ***. * #**** Pinellas Park, Florida 33782

Phone: 727-***-****

Email: ***********@*****.***

EDUCATION

*/****-******* *** ********* Institute

Pinellas Park, FL

. Courses included: Problem Solving, Programming, Microsoft (MSCE)

Operating systems, LINUX operating systems, Network Standards

and Protocols, Networking. GPA: 3.9

8/1999- 7/2002 West High School Columbus, OH

. Courses included: CCNA training, Computer Sciences and

Programming

SKILLS

Work-based skills at Active Desktop, SQL server, network setup and

maintenance. Can reliably handle and troubleshoot for a LAN of 100

computers and a WAN of another 50. Can program web-based interfaces and

applications in ASP.net and HTML. Leadership and training of up to a class

of 50 at one time, and up to 200 employees also in focused one-on-one

training scenarios. Shipping and managing of office supplies and orders..

Strong active and working knowledge of all Windows Operating Systems,

Microsoft Word, Excel, Access, Outlook, Works and PowerPoint, extensive

experience at customer and technical service in a face-to-face, e-mail, and

by phone environment. Typing speed WPM 65+. Perfect score on Microsoft

Certification exams. Successfully set up a Microsoft Server 2003 in a

VMWare environment.

INDUSTRY CERTIFICATIONS

A+, MCP, MCDST, MCITP, MCTS Microsoft Vista, MCTS Microsoft XP

WORK EXPERIENCE

August 2010- Present Wired Island, Inc. Largo, FL

12551 Indian Rocks Rd 727-***-****

Network and Systems Administrator

. Set up and maintain a Max OSC Snow Leopard server in a mixed

workstation environment

. Ensure internal and customer networks are secure.

. Set up and verify VPN connectivity

. Assist in training on PC and Mac based software.

. Troubleshoot technical issues internally and for customers.

January 2010- August 2010 Pinellas County Clearwater, FL

315 Court St 727-***-****

Help Desk

. Support County employees and external customers with a variety

of technical issues, including network connectivity, printer set

up, email support, file retrieval, and VPN access.

. Document all interactions thoroughly using CA SupportCenter

program and Numara Track-It!

. Re-image PCs and laptops using Symantec Ghost and direct CD

images.

. Use Active Directory and Novell ConsoleOne for user

administration.

. Assist in transitioning from Windows XP to Windows 7.

November 2009 - March 2010 ITT Technical Institute

Pinellas Park, FL

3491 Gandy Blvd 727-***-****

Student Systems Support Technician

. Support faculty and students with computer and IT related

problems.

. Use Microsoft Active Directory to maintain passwords and

security.

. Assist in managing hardware, this includes connecting, re-

imaging, and support

. Assist in managing site network.

. Provide and maintain a high level of satisfaction.

. Utilize Numara Track-It! For ticketing and asset tracking

purposes.

July 2008-October 2009 Mid-Atlantic Finance

Clearwater, FL

4592 Ulmerton Rd 800-***-****

MIS/IT Help Desk Professional

. Set-up new employee information in Active Directory, SQL server,

and internal programs, set up terminal services for employee to

use, ensure that employee is without issue.

. Set-up and maintenance of a Local Area Network of 100+ terminals

and a Wide Area Network of an additional 50.

. Focused one-on-one training scenarios with employee base on

company software and Microsoft Office suite of programs.

. Receive phone calls and emails regarding employee technical

trouble, respond and resolve the issues in a timely manner.

. Web based interface design in ASP.net and HTML programming

languages.

. Navigate company servers (SQL, Access, and FTP) for information;

also update the information on servers as needed.

. Worked for a call center environment.

. Utilized Numara Track-It! For ticketing and asset tracking

purposes.

October 2007- April 2008 McGraw-Hill Publishing Columbus, OH

8787 Orion Parkway 614-***-****

Help Desk / Training

. Provide software training assistance, and assistance with

internal technical issues via face-to-face, email, phone, and

Windows NetMeeting

. Supplies fast and accurate assistance with technical issues.

. Maintain and create users using Microsoft Access and SQL

Enterprise.

. Reliably use Windows NetMeeting, e-mail, and verbal instructions

to resolve issues.

. Provided assistance in a call center environment.

. Utilized Remedy for ticketing and tracking purposes.

April - October 2007 Safelite AutoGlass Dublin,

OH

2400 Farmers Drive 614-***-****

Customer Satisfaction Representative

. Customer service in high call volume, fast-paced call center,

handling upwards of 200+ calls in an 8 hour shift with outbound

follow up calls to customers as needed.

. Set up and follow up on warranty appointments, while ensuring

100% customer satisfaction.

. Provide excellent and above-and-beyond customer service and

satisfaction.

. Understanding and ability to explain glass and collision

benefits for multiple insurance plans and companies.

. Utilized Remedy for ticketing and tracking purposes.

August 2006 - April 2007 Weltman, Weinberg, & Reis Grove

City, OH

3705 Marlane Dr. 614-***-****

Legal Assistant/ Collector

. Maintaining individual and team statistics using Microsoft Excel

and reporting to Team Lead on a daily basis

. Collect up to $75,000 a month in legal bills.

. Assist the Attorneys with day-to-day paperwork, up to and

including beginning the legal collection process.

. Handled large volumes of irate and frustrated customers

. Small Call Center environment.

August 2004 - August 2006 CBCS National

Columbus, OH

250 E. Town St 614-***-****

Senior Collector

. Call debtors on significantly past-due bills, to collect on.

. Assist in the training process.

. Begin the dispute process.

. Prevent escalation calls from going to the team leads.

. Handled large volumes of irate and frustrated customers

. Large Call Center environment.

Contact this candidate