Customer Service Technician

Christopher A. Huckaby

**** ***** ****** . ************ ** 37130

Telephone 615-***-**** . *******.*****@*****.***

PRODUCTION LEAD ? COMPUTER NETWORK SUPPORT

"Performance and results driven track record of progressive

responsibilities,

combining supervision and computer networking"

Commitment to quality and customer satisfaction within the realm of high

productivity

A recognized leader guiding production teams to success by motivation and

fairness, yielding results of cycle time reduction with improving quality

levels.

Core Strengths

Capacity and organizational planning ? Exhaustive problem solver ?

PC/Network support specialist

Personnel training and development ? Customer service oriented ? Call

center troubleshooting

Leadership/team building ? Inventory control ? Data management

? Computer Skills

Hardware /Systems: Desktop and Laptop-installation,

application, configuration, Cisco switches and

routers, Visual Basic 6.0, Java, Linux/Unix operating

environments, Apache web server, MySQL database

server, self study: C++, HTML, PHP and PERL

Software: MS Word, Excel, Outlook and internet

applications

Professional Experience

Quanta Manufacturing Nashville, LaVergne, TN 11/07 to present

SERVICE OPERATIONS LEAD (5/08 to present)

Proven success rate of quality production with advancement of

responsibilities

?Performed Service Operations Lead responsibilities, as

well as Supervisor role,

including,

?Monitor performance and address any issues affecting

throughput.

?Write employee reviews, as well as collect data relevant.

?Address any Human resources issues with corrective action.

?Attend meetings and provide feedback on issues relevant to

company including

policies, personnel, and structure.

Proven success rate of quality production with advancement of

responsibilities.

? Supervise 100+ repair technicians possessing various levels

of knowledge and skills,

ensuring policy is consistently applied.

? Resolve difficult troubleshooting issues when all resources

have been exhausted.

? Efficiently address any issues, in a timely manner,

involving policy, safety and

employee concerns.

? Document performance and quality providing input and

feedback.

? Create performance reports daily and monthly on each repair

technician.

* Appointed First Responder, Safety Officer and Emergency Evacuation Rally

Point leader

"RECOGNITIONS"

"Employee of the Month Award" Based on employee nomination finalized by

manager vote on performance.

"Top Gun of the Year Award" Performance based by production increase, going

above and beyond normal duties.

SENIOR TECHNICIAN (11/07-5/08)

Production rate consistently met in diagnostic performance to repair and/or

replace notebook systems.

?Successful trainer for up to 12 technicians at a time, in applying

policy and procedures to all phases of troubleshooting, repair

and/or replacement of hardware. Monitored required documentation

provided for each notebook system completed.

?Ensured quality customer service by technicians if additional

information was

obtained from client to successfully complete the assignment.

"CONTRIBUTIONS"

Challenge: Tracking daily production of the department.

Result: Developed MS Excel workbook programmed to take a mass

pull from the database on technicians in the

Lead, Level 2 and

Repair positions. The information then divides

into sections

listing production of each technician at all

levels, as well as

department and shift production.

Challenge: Duplicate testing performed.

Result: Review of the database revealed duplicate testing

performed

in two separate areas. Both test results were

being recorded

in a database. Since there was verification of

testing, I viewed

this as redundancy and wasted production time.

The

suggestion to test in one area only was

implemented

immediately.

Challenge: Current involvement of pilot project to integrate

an

assembly line into a service

environment.

Result: Proposed ideas for flow design, line setup and testing

requirements were implemented into the

project. Proof of

success rate documented by ongoing daily time

studies and

other pertinent data collection.

SelectRemedy at Quanta Manufacturing Nashville, LaVergne, TN (6/07 to

11/07)

COMPUTER TECHNICIAN

? Troubleshooting notebook systems to determine point of failure,

followed by

ordering and replacing defective hardware.

? Determined software issues and resolved. Installed Windows

operating system and

applications.

? Documented all actions performed, including correct coding

of issues and hardware

for billing purposes.

? Informed supervisor of any problems or unusual situations

in the course of resolving

notebook failure.

Spherion at Dell Computers, Nashville, TN (9/06 to 5/07)

SENIOR TECHNICIAN

Extensive quality customer service in a call center environment to assist

in a variety of services focused on Dell products.

? Provided telephone support averaging 14 service calls

during an 8 hour work day.

? Detailed documentation of activities performed and customer

comments about

products, service and company.

? Utilized MS Outlook for communication within department,

appointments and

meetings.

? Created reports in MS Word and Excel to view reports on

performance.

? Intensive assistance given to troubleshoot, install and set

up various software

programs and hardware including:

? MS Windows 98, Windows NT, Windows Professional 2000,

Windows ME,

Windows XP and Windows Vista.

? Networking and wireless networking technologies,

routers, wireless routers,

network cards, cables, WEP and WAP security, modems

and TCP/IP protocol.

ATN Enterprises DBA Domino's Pizza, Dalton, GA (6/01 to 9/06)

GENERAL MANAGER

Coordinated several different aspects of the establishment to maintain

excellent customer service.

? Managed daily operations for maximum efficiency and profit.

? Supervised and scheduled 15+ employees to maintain timely

and efficient service.

? Inventory and cash managed to maximize profit.

? Installed, set up and maintained networks at five separate

locations. Each location

consisted of five POS systems running MS Windows XP

networked to one server

running Microsoft Server 2003.

Education and Certifications

AAS Computer Networking and Service Technology, DALTON STATE COLLEGE,

Dalton, GA

Comptia A+ Certified Technician #COMP001006117873 May 2007

American Heart Association Heartsaver First Aid - CPR

References and Supporting Documentation Furnished upon Request

Contact this candidate