Customer Service Technical Support

Jamal Hicks

Atlanta, GA *****

770-***-****

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

PROFESSIONAL QUALIFICATIONS

. Comptia Microsoft A+ Certified Technician

. 2 years of Systems Administration experience

. 3 years of Remote Technical Support experience

. Experience in Microsoft 2000 server, Microsoft 2003 server, Microsoft

server 2008, Windows 98, 2000, Me, XP, Vista, 7

. Experience in IBM X series and Lenovo servers, Desktops and laptops:

HP, Dell, Gateway, Toshiba, Sony, Acer

EXPERIENCE

IBM

Remote Technical Support Agent

Corporate Account Support

Hardware support resolution

. Provide remote troubleshooting and analysis assistance for

installation (or reinstallation), usage and configuration questions.

. Provide problem determination / problem source Identification.

. Review diagnostic information to assist in isolation of a problem

cause (which could include assistance interpreting traces and dumps).

. Collaborated with other support centers and business units to provide

seamless problem resolution.

. Demonstrated proficiency in the hardware and software platform

supported by maintaining applicable technical certifications.

Office Depot

IT Consultant

. Responsible for providing consumers with detailed product information.

. Installation of memory, Hard Drives, Modems, and CD/DVD RW drives.

. Proficient in hardware/software troubleshooting resolution.

. Consult Consumers with networking problems.

. Provided excellent customer service.

Paradise Entertainment Group

Systems Administrator

. Provided hardware and software troubleshooting solutions.

. Managed multiple systems on a network

. Displayed excellent multitasking habits

. Installed and managed office fax machines, printers, and copiers.

EDUCATION

Bachelors of Science

Concentration: Computer Information Systems, Minor: Business Advertising

Clark Atlanta University

Atlanta, GA

2007

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