Rachel Smith
Boise, ID *****
Phone: 208-***-****
Email: abkxgp@r.postjobfree.com
Relevant Work History
Support Desk Agent: Teleperformance 6/2007 - 5/2008,
Provide technical support for customers with Apple products as well as
supporting software. Answered calls from customers who used Microsoft OS as
well as Mac OS. Assisted customers with installing software, as well as
provided information, technical assistance, and tutorial on Apple products.
Documented all troubleshooting steps taken, and the solutions, as well as
any other actions performed on calls. Used computers with Mac OS 9 and10 as
well as related applications.
Unemployment Insurance Consultant: TALX
10/2006 - 02/2007
Provided customer service by working with clients and state agencies.
Received and prioritized unemployment claims and other unemployment related
data. Used the details regarding an employee's separation provided by the
client, interpreted and applied state laws and regulations in response to
unemployment documents. Initiated timely telephone calls, faxes or emails
to the customer to obtain, document or pass along needed information.
Documented details of client calls while on the phone, using Microsoft OS.
Ensured that work was accurate and complete, processed in a timely manner
with proper spelling and grammar.
Help Desk Agent: Zerochaos
01/2006 - 08/2006
Provided computer technical support as a contractor for EDS. Answered
calls from customers on Naval bases regarding computer technical and
network issues. Helped customers with computer software, hardware, and
network problems on a secured intranet. Troubleshot and implemented
solutions for a variety of computer problems related to Microsoft OS and
its applications. Assisted with peripheral equipment remotely, and
dispatched technicians to locations if hands on assistance was needed.
Helped customers install programs, updates, and peripherals, back up data,
update software, and provided general assistance and tutorial for using
many Windows and specialized applications. Performed network related tasks
such as resetting passwords, connecting to secure sites, and any other
problems using the secure network. Used a secure intranet connection to
remotely access computers to provide assistance. Thoroughly documented
steps taken to reach a solution using Microsoft Windows OS.
Academics
High school diploma in 2002; Mountain Home High School
Oregon State University; 2002-2003, Major in Art
University of Idaho; 2003-2004, Major in Art Education
References available on request