Customer Service Technician

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Cedric Williams

**** **** ****** **. #***, Colorado Springs, CO 80906, Home 719-***-****,

***********@*****.***

QUALIFICATIONS SUMMARY

Over 10 years of hands-on experience in computer troubleshooting and

network implementation

Proven track record of commitment - 6 years of military service (security

clearance / honorable discharge)

Highly functional in both team and individual environments

Proven ability to handle simultaneous projects and meet deadlines

"Willingness To Learn" new applications and procedures

TECHNICAL SKILLS

Operating Systems: Windows 7, XP, 2000, ME, 98, 95/NT

(client) / 2008, 2003 (Server) / Novell Netware 4.2, 5.0, 5.1, 6.0

Applications: Microsoft Office 2007, 2003, 2000 / Antivirus -

Forefront Security, eTrust, Norton, AVG, Avast

ISA 2004 (firewall/web caching/VPN) / Norton Ghost

2003 / Virtual PC 2007

PROFESSIONAL CERTIFICATIONS

CompTIA Network+ - #COMP10231270, March 2002 / CompTIA A+ - #E4ADTT3748,

January 2000

PROFESSIONAL EXPERIENCE

Technical Associate IV Hewlett-Packard (Microsoft

Helpdesk) Colorado Springs, CO 12/06 - 4/10

Responsible for providing global phone support to Microsoft

customers and vendors; providing diagnostic services and

resolving computer hardware and software issues. Supported areas

of focus - desktop support (OS: Windows 7 \Vista\XP\2008\2003

beta to RTM products) and networking, internal and external (VPN

client setup/troubleshooting support)

Met or exceeded all metrics/SLAs including customer satisfaction, time to

resolve, and resolution rate

Recognized on several occasions for providing superior customer service as

evident by multiple positive surveys and unsolicited feedback:

"The technician who helped me was excellent. He prompted me to do all the

steps necessary to quickly resolve the issue... I appreciate the calm

approach he took, his exceptional listening skills (he stopped himself

several times while I interjected and allowed to complete my thought, and

thoughtful approach to the issue at hand. Thanks for making my Friday

computer issues a little more bearable!"

- Customer Survey Response, 1/15/2010

- Employee of the Month, Feb '10 - highly recognized

routinely for positive customer experiences

System Technician Peak Vista Community Health Centers

Colorado Springs, CO 6/04 - 9/06

Responsible for maintaining integrity and security of the

organization's network (Windows 2003 and XP), provided desktop

support for internal/external customers. Performed scheduled

upgrades/maintenance of IDX system, worked with vendor support.

Facilitated with upgrade of phone system to Cisco VOIP.

Performed maintenance/modified staff accounts as necessary,

routine backups of servers; company network size over 300 users

and computers

Monitored system logs and activity throughout network, enforced company's

network security policies

Recognized several times in company newsletter for outstanding customer

service, rated by peers

- Letter of Recommendation from Director of IT

Computer Technician General Meters Corporation

Colorado Springs, CO 1/03 - 6/04

Responsible for computer department and related services:

configured, repaired and troubleshoot computer systems and

peripherals (scanners, scales, installed software / Windows XP)

for the 1-Card System

Assembled products/tracked inventory, repair/light soldering of returned

units, completed sales orders/work orders

Software Test Associate StaffMark (worksite LSI Logic)

Colorado Springs, CO 2/00 - 8/02

Documented test results in software lab, quality testing drivers

for release to customers: configured PC environments for

compatibility testing for use of Microsoft Windows (WHQL) and

Novell Netware products

Reported test results accurately and performed troubleshooting of software

(Microsoft and Novell) and hardware

Highly adaptive to new technologies and practices to meet timely deadlines

of major vendor's test procedures

Avionic Technician / Team leader (Sergeant) U.S. Army

Ft. Carson, CO 9/97 - 9/99

Performed avionic maintenance and troubleshooting for

surveillance and attack rotary winged aircraft / supervised team

members while providing monthly counseling and goals, held team

leader position (Secret security clearance)

Utilized schematics and manuals to diagnose/troubleshoot failures and

implemented repairs

Infantryman U.S. Army Ft. Campbell, KY

3/93 - 9/97

Communicated effectively in team oriented environment to

accomplish set goals and assigned tasks

Responsible for accountability and maintenance of military equipment

EDUCATION

IntelliTec College Colorado Springs, CO

December 2007

Computer and Networking System Administrator, CNSA

Associates Degree of Occupational Studies, AOS

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