Customer Service Software

April M. Cowden

**** ********* *** **. ******, OH 44706

Phone 330-***-**** . E-mail *******@***.**.***

Professional Statement

My ability, knowledge and expertise in both Desktop Support and

Customer Service have excelled over the last 10+ years. I have

nearly 20 years experience in Customer/Consumer Service, and over 10

years experience in the IT/Technology Field, working primarily as a

Desktop Support Specialist.

Software Expertise

Microsoft Windows (All versions from 3.1 to Windows 7)

Microsoft NT and NT Server

Microsoft Office Suite (All versions of Word, Excel, Access, Power

Point, Outlook)

Microsoft Works

Microsoft Virtual Machine

Active Directory

Novell Netware

Netscape Navigator

Word Perfect

BAAN

Lotus Notes

Troubleshooting AutoCAD and Solid Works

VNC

Oracle

Quintas (Trouble Ticket Software)

Facts

Quickbooks

RAS

HTML

Ghost Imaging Software

Various Back Up Programs

SharePoint

Internet Explorer (All Versions)

Professional experience

Aultman Hospital 07/2009-Present

Canton, OH

IT Help Desk

First line of support at inbound help desk, assisting and

trouble shooting for all Hospital Employees

Create an average of 90 trouble tickets per day and route to

appropriate departments

TLT Babcock, Inc 10/2007-11/2008

Akron, OH

Desktop Support / Trainer

Provided support to 100+ end-users, both locally and

remotely, on all PC, copier, fax and cell phone related

issues via telephone calls, email, remote control software and

personal requests

Identified, researched and resolved all software, hardware and

Network connectivity issues

Built, deployed and maintained all PC systems, installing

hardware and software, including all printers and external

devices

Scheduled ongoing preventative maintenance for PC's,

including disk cleanup and hardware and software upgrades

Developed training course material using PowerPoint

presentations and handouts to provide training in a class room

setting and one on one training for end-users for Microsoft

Office 2007, Windows XP, SharePoint and general PC usage

Created and maintained a data base in SharePoint of all

computer inventory

Diebold

12/2001-2/2006 Uniontown, OH

DVR Programmer/System Support Specialist

Implemented and programmed Digital Video Recorders remotely

via dial up, VPN and phone assistance for electronic security

and video surveillance at Customer sites. Troubleshooting and

maintaining MS SQL databases on DVR

Troubleshoot, diagnose and resolve computer issues and

maintained system operation, both software and hardware, via

phone and remote assistance to field technicians and Customers

Assisted in installation and troubleshooting of Networks at

Customer sites

First line of contact and personally assisted and resolved all

software and hardware issues with company's largest customer,

Amsouth Bank

UPS

12/2000-12/2001 Akron,

OH

Computer Technician

Installed hardware and software on PC's to UPS requirements

and standards to deploy to Customer sites

Traveled to Customer sites to set up computers running UPS

software

Provided training at the Customer site to end-users on how to

use UPS World Ship software

Provided support and resolved all hardware and software issues

at the Customer sites including UPS thermal label printers

Forest Technology 10/1996-12/2000

Akron, OH

Network Administrator/System Support/Customer Service

Rep/Order Entry Specialist

Edited all incoming orders for pricing and quantity

requirements and handled all data entry and filing of purchase

orders with annual volume of 10,000 invoices

Provided daily communication with customers, brokers and

vendors involving inquiries and complaints and responded to

consumer inquiries via the Website

Network Administrator for Novell Network consisting of 25

daily users accessing 30-40 programs

Desktop Support for end-users for software and hardware issues

Maintained inventory of all system and computer related

equipment, consisting of primarily Dells, Compaqs and HP

Responsible for implementing, maintaining and trouble-shooting

of all equipment locally as well as one remote location

Project Management in the upgrade from Novell to Windows NT

Server

Set up and structured Retail Link reports pulled from the

internet for the VP of Sales and General Manager

In charge of PBX phone systems and voice mail, setting up

voice mail boxes and passwords for the end-users and trained

them on how to use the voice mail system

Education

Professional Certifications

A+ Certified

New Horizons

2009-Present Garfield Hts, OH

MCSA

Currently obtaining the following Certifications

Network +

MCP

MCSA

New Horizons 2008

Garfield Hts, OH

Desktop Applications - Certificates

Office Suite 2007, Levels 1 2 and 3

Akron Institute

01/2000-09/2000 Akron, OH

Networking Technologies - Associate Degree

Networking Technologies (Installing, Building and

Troubleshooting Networks)

HTML

Microsoft Office (Word, Excel, PowerPoint, Access)

TCP/IP, DNS, DHCP

Computer Hardware (Building PC's)

Contact this candidate